Orange Signal / Contract Queries

Adjy

Hi all, just wondering if anybody can offer any advice on this, I did search and stumbled on a few similar questions but none the same situation.

I had an 18 month contract then upgraded with orange 8 month ago and all has been fine, so "problem free" service for 26 months, but for the last month or so signal has been a joke, I can go hours without getting a signal although my phone will display full bars (BB bold 9700) then after a few hours get loads of "missed calls" & texts that have been delayed for several hours.

I called orange who said "Oh yes, the system does show 4 masts are down in your area, the first one to go down seems to have caused the problem on your phone, but as of yet no plans are inplace to repair it, which often means they are waiting for it to break completely or are just not too concerned about it." (long story short.)

I asked what I could do, maybe put the contract on hold until the mast if fixed, but since I still get "some" usage, orange are within their right not to offer me anything and I have to keep paying the bill. I asked "if i were to have lied and said i receive no signal and called off a house phone, then what could be done?" but apparantly they can see that phone calls are being received and so on so I had no hope in that.

I went through the process of changing my settings, discussing the problems and possible causes but nothing works, I've left buildings, reset the phone, used UMA and 2g or 3g or automatic, signing up for the t-mobile thing but the problem stays. Since I couldn't do anything I asked what my cancellation charge would be and its £277, which I was considering paying by just selling the phone and be rid of orange, since if no plans are being made to repair the mast causing me problems, it looks like my signal would be terrible for a long time. However, the phone wouldn't cover the cost and I don't think its fair I should have to pay for their faults?

However, since this conversation, I have lost almost all functionality of the phone, I can't receive calls or texts, or send them either, I do receive emails through my wifi or blackberry internet service (i dont know which, but they still come through when nothing else does.)

My question is, can they still class this as "some" usage? It seems like i'll be calling again to just be called a liar since 2 days ago I was told some usage justifies the £30 a month charge I get from them.

I know they'll simply say "you have to wait" or "we will credit your account for loss of usage" but it's not enough, I can't use the phone atall at the moment and have not been able to fully for the past 2 month. I know a contract is a contract and i've agreed to pay it and so on in their eyes, and I am happy to providing i'm receiving what i'm paying for, but this is a joke.

Does anybody know what options I have? Do I even have a case? I don't want credit or to have my contract put on hold, i'm paying for it because I need it and going without for a while isn't really an option, and I can't sign up for a new contract and get a new phone just whilst orange pull their fingers out and fix the masts, but i'm still stuck with a £30+ bill for "unlimited" usage that I can't use atall.

Help?

Thanks all.

Adjy

Just had a thought, not 100% sure how it works just something i've seen in the past. Could I not call Orange and ask for my usage/plan to be put to the lowest, then pay off the remaining contract at the lower rate? Is there a limit on how much I can step down on the plan? I can justify it in that I'm not getting enough signal to use my plan to its full potential.. Might give it a shot once I hear from a few people.

Guys_Dad

Can you find out if anyone else on Orange has the same problem in your area? That will establish that it is not just your handset.

You then write to the Chief Exec at Orange telling him that 4 masts are down in your area and that you have no resumption date. Clearly this is unsatisfactory and under the circumstances you want to be released from your contract.

Give him details of the contract and say that you would appreciate a reply within 7 working days, please.

Should get a result if you are businesslike, non-threatening and direct.

JackAndrew95

I think i know where your coming from.
Im with orange, I used to love it but now its just gonedown hill.
I upgraded from my old 18 month contract to The same for another 18 months. 8 months in to the new contract i ask my friend to ring me and she says that my phone is off. i get a Text saying "you've missed a call of this person"

My phone is on and it works.

I never tryed to get it sorted.

Adjy

The woman on the phone said 4 have gone down in the last month or so. 2 have dates to be fixed and 2 don't, the 2 that don't are those that went down first and it appears it's those that have caused the problems, since it started on the date that they went down.

My house mate is on orange too, but an older phone which uses 2g, which is working fine for him (atleast, he says it's fine, although he rarely uses his phone.)

I brought this up to the woman who said it's expected as he is using 2g rather than 3g, she said she could put me onto 2g only but due to my phone and it's requirements 2g would just cause further problems. She also told me how the t-mobile signal thing only uses 2g, but will be improved to 3g in 2012. Useful.

She did confirm it is definitely orange that's causing the problems due to the masts, but maintains that since I can sortof use the phone, I have to keep paying it. She was polite enough in telling me and was happy enough to put me through to somebody higher on the phone but told me the arguement and how it would play out, and essentially convinced me it was a lost cause, however since signal has completely dropped now i'm not sure if the options would have changed.

Not too sure how I would go about getting into contact with the ceo? Seems a fairly big step, I was hoping somebody a bit lower down on the chain would be able to offer some sortof information to be honest, or atleast lower the cancellation fee. If I can cover it with what I get from selling the phone i'm happy to pay it.

Yeah it's the exact same situation Jack, and texts are hugely delayed and often have [broken message] before the end of them. I'd usually put up with it too to be honest but it's getting disruptive.

Thanks for the info & advice.

BoGoF

I'm on PAYG with Orange and got a text from them the other day asking if I wanted to opt in to 'sharing' coverage with T-mobile, apparently I can use either network and will still be charged per my Orange package. I have a vague collection of reading that Orange & T-mobile had merged.

Perhaps this would help with your reception problems if it's true.

JackAndrew95

Are you located in Humberside area, They gave me that infomation ages ago.
i'm thinking its a Standard excuse cos my friend across the road is on 3 and they told him the same. I got told the same.
I've rang a number of times over 6 months. Same excuse everytime.

Texts are delayed at around 11pm onwards, Ive never had broken message but i have had to wait ages for a 2 page text to come though. Mine just says something about the page.

I want out of my contract. Its annoying.

BoGoF

Here's a link, may be worth signing up to

https://kareena.orange.co.uk/share/

JackAndrew95

Already signed up. Nothing changes.

Adjy

Yeah same i've tried that, appreciate the info though. It's going back to the 2g / 3g thing they told me about.

It's not a brilliant excuse though, saying it's their fault.. Will update after I call them tomorrow..

JackAndrew95

Yess, Please update tomorrow.
If you could get out of your contract in anyway possibial i would be happy to know