Does this smell fishy to anyone else?

MosesRoses

I called Orange today to make a third complaint about an ongoing mobile broadband problem which they have failed to resolve. I told them that I wanted to leave and was told: 'Our technical team are meeting up with the manufacturers today and will be working on a solution'.

It seems far too much of a coincidence that on the very same day I ask to cancel my contract they just happen to be having a technical meeting to resolve the issue which I've been complaining about for months.

I have read their t&cs, which basically say that if you leave part way through a contract you have to pay them the outstanding contract costs. However IMO if they have failed to provide the service I am paying for, that effectively constitutes a breach of contract on their part. Am I wrong to think this? Would Trading Standards deal with this sort of issue?

Has anyone managed to leave Orange part-way through a contract without incurring charges?

Jemma-T

Get everything down (dates, problems, phone calls etc) on paper, prep your case and then cancel the contract over the phone and in writing with Recorded Delivery.

Wait for the incoming flak, debt letters, threats etc etc and answer them one at a time politely.

What is the problem anyway? Can it not be resolved with a new phone or contract? Before annoying a communications company (who have all your errr.. communications (ie private info and can easily chase you)) it's got to be worth trying to solve it at a higher level than the people you've spoken to up to now. Ask for a callback from a manager or superviser.

Or do you simply want out of your legal (they'll say) contract?

ste_coxy

Trading Standards would not deal with it directly - might be worth speaking to Consumer Direct (their helpline for consumers with issues with companies). http://www.consumerdirect.gov.uk/ or 08454 04 05 06

Failing that, once you have received your final offer from Orange and if you are STILL not happy then you can get the communications ombusdmen involved: OTELO - http://www.otelo.org.uk/

I managed 2 get out of an 18 month contract with 3 mobile broadband - poor reliability, connection was down 4 days and very slow - did not do what it had said on their website.

They have cancelled the contract for me and reinbursed me with £75 for the inconvenience too!

Good luck! Hope you get this sorted!

guide16_2

My orange broadband bill jumped from 6 months free to compete with o2 and then 12.77 a month to 19.99 a month.

Orange first said they sent an e-mail and letter mid July offering to get out the contract and then changed that statement to a letter only mid July, I never received any letter and now they are holding me to the contract until December at 19.99 a month or a £50 cancellation fee. I have been with them and their predecessors since broadband was invented and despite threatning to take my mobile business elsewhere they will not budge.

Orange_Company_Representative

Hi there Peddy, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team

ihatebt_2

What is the problem? Is it a matter of you having a problem on your computer that you can't solve?