How can I cancel a mobile phone contract with Phones4u?

kissa_str

My mum went to Phones4u last week, and got a mobile contract on Orange. She initially asked for O2 contract. However, she was told that Orange has better deals (with phones4u they do) and a better network coverage in both postcodes my mum gave them (it is a lie). When she was convinced to go for Orange, and after signing all paperwork, my mum went home and started to assemble her phone, with inserting the SIM card, etc. But, she realised that there was no network coverage and went to the garden, but it still did not have any coverage. My mum went back to the store, with the phone, thinking it could be a phone error (as her husband’s O2 phone had full coverage). On the way to store, she realised the phone now had coverage, but it was quite far from her house. She explained the situation in the store, and they said it's nothing to with them, and she has to call Orange - it is a network issue.When she called Orange, they said to go back to Phones4u. After going back and forth between 2 companies, Phones4u agreed to cancel, and were about to give her O2 contract, when (apparently) their system prompted them to call Head Office, who refused to cancel, as it is ‘an Orange issue’.
After spending hours on the phone to Orange and Phones4u, and having followed several instructions given by both, my mum is still stuck with the phone, costing her £20per month, while it has no network coverage in or around her house (it has since been verbally confirmed by Orange), leaving her to walk 500yards to make a call. Despite all efforts, neither company has helped. It is costing us money trying to resolve the ssue, while Phones4u are rude (every time we go to see them or speak to them) and completely ignorant!
Sorry for long explanation. The question is what we can do to get this contract cancelled and is there anyone who can help. Maybe someone was in similar situation – what did you do? Or maybe someone who works for either of the companies can help?

Thank you!

Maria

drbesty

Unfortunately it is down to Phones4U to cancel the contract, Orange can only give advice on the signal in the area, I'd say you're well within your rights to cancel, threaten to goto Ofcom if they don't play ball

izools

yes make the complaint in writing to Phones 4U clearly stating what the problem is, what you have done to try to resolve the issue, and what you want done as a resolution.

They have eight weeks to comply after which you can escalate the complaint to OTELO