Can I cancel my Orange contract due to bad service.

Toe-Jam

Hi

I took out an orange contract in October, for the first 3 weeks it didn't work at all. Firstly faulty blackberry, then the UMA didn't work, then they decided I needed a new sim and cut off the service, had to wait for a new sim to be sent out in the post and get it reconnected.

Now randomly they have decided again to cut the service off and left me with nothing on 6th december, and have no explaination why. Have to wait on another sim card which will probably not arrive any time soon with the snow.

Am i within my right to cancel my service now due to them constantly messing up the service. Its worked for 6 full weeks out of the 3 months i've had it.

Guys_Dad

In a word, "no".


No network guarantees service everywhere. What you need to do is find out why the service is on and off (bet they say there is a mast down. Standard reply as clich!d as "the cheque is in the post" ).

Then ask when the reception is to be restored and seek a refund to cover the period when you were out of reception.

ampletime

You can but be prepared for a lots of phone calls and getting passed around the whole company.

I had the same problem with o2 a few years ago, take a look at their customer forums and you'll see all sorts of problems and one o2 rep put some issues down to the snow which is just bloody stupid.

Calls not connecting when people calling me, people being diverted to different voicemails when calling me and in some cases people calling me but hearing other peoples conversations.

Network crossover i was told by an engineer i know who works for a mobile firm and not a great deal that can be done about it.

If your service is good then all of a sudden doesn't work you do have grounds to cancel. You must though go through the reporting the problem and giving them the chance to sort it. When it comes to the point that they have replaced your sim and investigated it they have to propose a fix, if they can't you cancel. You give them 7 days to put it right.

However, not getting emails or connecting to the internet doesn't count, you have to have problems on the 2g side of the network.

I would advise speaking to consumer direct / trading standards.

Toe-Jam

Guys_Dad wrote: »

In a word, "no".


No network guarantees service everywhere. What you need to do is find out why the service is on and off (bet they say there is a mast down. Standard reply as clich!d as "the cheque is in the post" ).

Then ask when the reception is to be restored and seek a refund to cover the period when you were out of reception.

my service is off, because someone decided i need my sim card changed for another sim card, there is nothing wrong with the signal. However they didn't send me a new sim card to change it too and this is the second time in 2 months i've had the sim card changed for no reason at all.