stolen phone

suecaldwell

Has anyone had any luck persuading Orange to be reasonable with calls made on a stolen phone? I reported mine missing as soon as possible, but not before around £50 of calls had been made to Morocco (although I didnt find out about this until I got my next bill, I wasnt told when I rang). As my contract had finished anyway I took out a new one and got a new handset no problem. I have been with Orange for 5 years and have always been pleased with the deals offered (thanks to this site). I am rather miffed that my loyalty has not been taken into account. Yes they are within their rights - although I think they should have told me about the calls when I first rang as I wouldn't have taken out a new contract with them if I knew they were making me pay - but just maybe someone on here has been succesful at getting them to use their discretion and knows how to go about it/ who to write to, the person I spoke to on the phone was most unhelpful, just read from a script.

gjchester

Not really, it's always been your responsibilty for all calls until the phone is reported to the network. Remember the network will have had to pay to put the calls through so it's not quite as they are getting money for nothing.

You can try asking for a good will gesture but thats it good will, nothing you can do as it's good will. You may have been able to get something through disconnections as a sweetner to a new deal but thats passed now.

Call them, be polite and see if yu can get anywhere. Try not to loose your temper to the call centre, they are just following the procedure and if you annoy them they are less likely to be accomodating.

DarkConvict

As above, they do not know the phone is stolen so you are liable for all calls until it is reported. They are charged by other networks for calls made so they won't right it off.

The best thing to do is put lock codes on your phone so if it is stolen, when they turn it on they can't use it. It is your responsibility to secure the phone. Some phones even allow you to text the phone a lock message that will lock the phone remotely.

Fire_Fox

Have you checked you are not covered for the calls on your contents insurance - do you have contents away from home cover? If not do you have specific mobile phone insurance policy? Have you reported the theft of the phone and the calls to the police? The phone numbers may provide a clue to catching the thief.