Orange upgrade problem/question

Sparkletoes_2

On Monday I received my new phone...an iphone as part of my upgrade package. I upgraded 3 months early because a) I really wanted an iphone b) my old phone was broken c) I can

The phone arrived and I registered the SIM with orange as instructed to do so. I use the iphone on wifi at home and out and about using mobile data. I logged into my account yesterday and noticed that my account was still displaying my old tariff/service plan and I had also been charged for mobile data. So, I phone customer services up and ask them why I have been charged for data which is included in my iphone package and alert them to the fact that I think I am on the old service plan. The lady on the phone said that my new service plan doesn't begin until my next billing date (19th Nov) and until then I am on my old service plan so don't use data until this point, unless I wan't to pay for it. On my online account it is actually displaying my new contract expiry date.

Is this really the case? I thought as soon as I registered the new SIM I would be on the new service plan. So basically I have got an iphone but I can't use it for mobile internet etc when out and about.

I emailed their customer service dept yesterday but have had no response yet.

Jon_01

The CS agent was correct. Any new tariff's don't come into affect until your next billing date, that's when the system can perform the transfer. They should have told you that at the time ?

Sparkletoes_2

No they didn't metion it at the time......how annoying!!

Jon_01

Tell them you want it crediting back then. tell them you're not a mind reader and they should train their staff (Its gone down hill since I was on the phones there, that's what the move to Everything Everywhere must be doing now there 'letting go' their staff !!)...

foxie_1968

Agree with Jon O1, if they didn't tell you that you'll be on your old plan until your next payment date then you've got a case for a credit. Wonder if you say then since your new contact doesn't start until your next payment date that you want to leave then that may help you get your money back. Jon may be able to advise you if this is a usable threat.

Yes Jon, 'everything, everywhere' is not really a step in the right direction. Last time my contract was up got a lovely person who walked me through everything that was available, not this time however.

Sparkletoes_2

They have given me my money for data back and also free data from now until when my new service plan starts.