Can Orange change the rulesl ike this?

Mantrid

I'm 9 months into my 18m iphone contract so I contacted Orange yesterday to move down to the next tier of service plan.

When I took out my contract the next tier down from £45pm was £35pm but since then they have introduced a new £40pm band & was told that was the only band they could move me down to.

Having dealt with 'customer services' 150 centre I was informed the operator could do nothing more. He would only offer the £40 move & nothing else. I told him I was not happy with this which I got the reply that if that was not what I want to move to there was nothing more he could do for me & cut me off.

Appalling coverage & appalling customer service in my experience. Can they change the 'goal posts' like this though?

I'm currently lodging a complaint with them but don't expect to hear anything anytime soon. :mad:

Exhortation

I guess if that is the next tier down - regardless of what may or may not have been available earlier in the year - then that is all the CS rep can do. Orange's systems will restrict what an employee can do dependant on their status within the company.

If you do lodge a complaint then ensure it is polite but firm.

LeeSouthEast

Basically, yes.

Orange reserves the right to replace, amend or withdraw the Service Plans (in whole or part) or these terms at any time on reasonable notice.

Jon_01

They can because it's not in the contract, its a good will gesture. When you agreed to the contract you agreed to pay £x for y months. They don't have to offer any form of downgrade.

nickmack

Mantrid wrote: »

I'm 9 months into my 18m iphone contract so I contacted Orange yesterday to move down to the next tier of service plan.

When I took out my contract the next tier down from £45pm was £35pm but since then they have introduced a new £40pm band & was told that was the only band they could move me down to.

Unfortunately they can and this is why I often warn people about these 'promises' when taking out a new contract.

The salesperson is usually quick to factor moving down a tariff into the total cost to make it sounds cheaper over the term.

The fact is tariffs can and do change, so you should assume you will be paying the contracted amount for the whole term.

In addition to this, the next lowest tariff may actually end up costing you more depending on your usage.