loss of service

butterfriends

hi there, i'm posting on behalf of a friend who lost mobile reception at her home 3 months ago, hoping someone can offer advice about what she should do, i'll copy and paste her message to me below (well it's two messages really so there's a bit of repetition):

Where i live has been down (no signal) for nearly 3 months. so i get no signal at home. It is driving me mad. I called and complained they basically said nothing we can do in your terms and conditions it states we cant guarantee phone signal.

you think as its nearly 3 months i have cause to say they have breached terms and conditions and get out of contract??

Its Orange. Dolphin package. £30 a month with £5 insurance. No signal at home for nearly 3 months because they are having trouble with the mast. they say that in terms and condition it says they cant guarantee signal. but this is beyond a joke and its nearly 3 months plenty of time to at least send a letter explaining what is going on about apologise. but nothing.

gjchester

There is no guarantee of mobile service indoors, but if you don't get anything outsiude then you probably have a case.

I'd suggest you put it in writing stating that Orange service has ceased (I assume you think a mast has gone due to Orange telling you) and they have not repaired or replaced a Mast, and that you had service at the start of the contract and now don't.

You seem to have a case under section 4.4 of the t&c, Orange cna no longer provide you with a service

terminating your contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up


Good Luck