My phone was stolen abroad and now I have an Orange bill of £2500

Jon_01

Anything a bit complicated you need to talk to a team leader. The CS agents (some of whom have only been there a few weeks), won't know how to sort this out.

I don't think it's them not activating the request, its more a matter of the phone not being in the UK, a fact which you wouldn't have known. Getting sim updates working overseas can be a bit iffy for a number of techy reasons.

Get back on to them and get hold of a team leader and he get it sorted (best bet might be a TL in the billing dept, they should be able to see the reliant systems).

Silk

Hi Joe,
Thats good so long as they have admitted it should have been activated
You cannot be held accountable for their incompetance, even allowing for the odd hour here and there you would only be liable for the 24 hours after that phone call.
They are trying to pass the blame back on to you by saying you should have checked but if that was the case they could have checked it too to make sure it had been done.
If they insist on payment take it to court as I can't see it being a problem!

joebo

Thanks for all the help guys.

Further more I checked my voicemail a couple of weeks after I left. They has subsiquently informed me that this is a phone call and I should of informed them. I didn't realise this at the time and thought nothing of it. Do I still have a leg to stand on?

Guys_Dad

joebo wrote: »

Thanks for all the help guys.

Further more I checked my voicemail a couple of weeks after I left. They has subsiquently informed me that this is a phone call and I should of informed them. I didn't realise this at the time and thought nothing of it. Do I still have a leg to stand on?

You always have a case - the question is "Is it a winning case?". Do as Jon01 said. First of all speak to someone senior such as a team leader. But be prepared to go into writing. And in any event, how are you as a layman supposed to know whether or not deactivation simply meant not being able to make calls, but that Orange did or did not have the power to ring your phone overriding the normal 3rd party ability to do so?

Silk

joebo wrote: »

Thanks for all the help guys.

Further more I checked my voicemail a couple of weeks after I left. They has subsiquently informed me that this is a phone call and I should of informed them. I didn't realise this at the time and thought nothing of it. Do I still have a leg to stand on?

If your on free voicemails you would not have thought it counted as a working phone call would you ?????????????? :rotfl:

juliescot

joebo wrote: »

Thanks for all the help guys.

Further more I checked my voicemail a couple of weeks after I left. They has subsiquently informed me that this is a phone call and I should of informed them. I didn't realise this at the time and thought nothing of it. Do I still have a leg to stand on?

Don't quite understand what happened re the voicemail - might be the way you have worded it or my poor understanding, however, leaving a voicemail is not the same as contacting someone. How were Orange to know when you would listen to it.?

joebo

Yeah I've got the name and address of the Chief Executive of the Correspondence Department. It's an offline team and obviously he won't be dealing with the case himself but as far as I can gather thats the way I have to go.

I am also planning to write to my MP and citizens advice to see if they could help as well.

Has anyone out there had much success in similar matters? Did they have to pay the full amount or most of it or a goodwill guesture?

joebo

I now know that checking and listening to your voicemail is a phonecall. As it was a working phonecall I should of contacted orange and told them my phone was still working and therefore not de-activated and therefore liable........

Jon_01

If the phone had been disconnected than no calls at all would have been possible, the sim card would no longer work. I put that purely for information.

Get on to a TL and if they say anything about that just say you didn't class it as a call at the time !!

If you want to go up the chain if you get no where with a TL try the Exec office, they will sort anything out but are supposed to be an area of last resort.

Silk

joebo wrote: »

I now know that checking and listening to your voicemail is a phonecall. As it was a working phonecall I should of contacted orange and told them my phone was still working and therefore not de-activated and therefore liable........

Hi Joe,
You might know it now but you didn't know it at the time !
Surely you cannot be expected to know the ins and outs of how a phone network works.
Like I say they are trying to pass the blame back to you. The instruction was given at the outset which they were supposed to have carried out.
They didn't carry it out but that was not your fault.