Problems on Orange - I want out.

darich

Hi

As above, I've been having an increasing amount of trouble with my iPhone on Orange.
It started off as slow or non-existant internet. That carried on for a while then it progressed to signal strength varying from "no service" to 4 or 5 bars....while sitting in the same seat.
More recently the phone has started directing some calls straight to answering service without ringing meaning I miss calls and the other day it dropped a call in mid conversation.
All the above happen at home or at work - both areas are claimed to be good for Orange's 3G network.

I've contacted the helpline twice, been on hold for a while so decided to email and then emailed again....so 4 times since early December.
I appreciate that they cannot guarantee coverage due to conditions outside their control but when I cannot receive calls, or use the internet, then in my opinion they're not providing the service I'm paying for.

But the thing I really want to know is that the Ts and Cs on site are stated to be effective from 4th January 2011. That's odd because my contract started in June 2010.

What I'm looking for is a list of previous Ts and Cs on the orange website so I can see for certain that they've changed the contract I signed up to. If they've changed the contract terms then I can terminate. If not then I'll have a slightly more difficult job using the lack of service as a reason to terminate. Incidentally, I was never informed of any change so that's why I'm looking for a definitive answer.

Can anyone point me to a site (preferably on Orange's own site) that lists the terms and conditions and the previous versions along with the dates they came into force???

thanks in advance.
D

tazdevil01985

Hi

http://www1.orange.co.uk/mobileterms/ this should provide what your looking for ! Good luck with trying to terminate

darich

tazdevil01985 wrote: »

Hi

http://www1.orange.co.uk/mobileterms/ this should provide what your looking for ! Good luck with trying to terminate

Thanks but that page isn't any use to me.

I've read the terms and conditions on that page and if Orange have changed them then I can cancel quite easily. I'm looking for evidence, ideally on Orange's web site of previous Ts and Cs, and when they were superseded.
I wasn't told of any change hence my need for evidence.

Rusty!

It's nowhere near as simple as "new T&C = get out of contract".

darich

Rusty! wrote: »

It's nowhere near as simple as "new T&C = get out of contract".

It depends on how they change the Ts and Cs.

https://forums.moneysavingexpert.com/discussion/1825687
http://www.bitterwallet.com/cancelling-your-orange-contract-a-troubleshooting-guide/15849
http://www.techwatch.co.uk/2009/08/07/orange-price-hike-prompts-customer-exodus/

So it appears that it is that simple!

I just need to find out when they changed the Ts and Cs.

darich

terminating your Contract because Orange has changed its terms
4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes).

terminating your contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up.

The above is an extract from the Ts and Cs so according to 4.3 I can cancel if they change the terms to my detriment (ie increasing prices) or if they cannot provide the service

Orange_Company_Representative

Hi D,

Please follow the below link for network Terms and Conditions which were current at the time you mention that your agreement was taken out. Please note that the terms are relevant to your connection unless a further agreement is entered into.

http://www1.orange.co.uk/mobileterms/paym_network_terms_20091126.html

I trust this is of assistance to you.

Laura, Orange Helpers
http://www.facebook.com/OrangeUK
http://twitter.com/orangehelpers

simax

darich wrote: »

terminating your Contract because Orange has changed its terms
4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes).

terminating your contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up.

The above is an extract from the Ts and Cs so according to 4.3 I can cancel if they change the terms to my detriment (ie increasing prices) or if they cannot provide the service

Section 4.4 is if Orange lose their licence or go bust, which is very unlikely to happen.

The only change to the terms and conditions this year is they have replaced "Orange" with "Everything Everywhere trading as Orange", that's all. No other changes and certainly does not allow you to exit.

darich

Orange_Company_Representative wrote: »

Hi D,

Please follow the below link for network Terms and Conditions which were current at the time you mention that your agreement was taken out. Please note that the terms are relevant to your connection unless a further agreement is entered into.

http://www1.orange.co.uk/mobileterms/paym_network_terms_20091126.html

I trust this is of assistance to you.

Laura, Orange Helpers
http://www.facebook.com/OrangeUK
http://twitter.com/orangehelpers

Many thanks Laura

How can I enter into an agreement with new Terms and Conditions if I've never been told they've changed?

At this time, I'm more concerned with getting a decent connection and being able to use the iPhone as it should be eg fast internet and reliable phone. If these problems are sorted then I have no issue staying with Orange....I've been with Orange for around 5-6 years and am a bit disappointed with the lack of help or even decent answers I've had so far.

Paying a premium monthly rate for a poor connection and very limited internet is I feel, unfair and don't think Orange are meeting their side of the bargain.

I've sent a letter to Bristol today so hopefully I'll have some kind of answer within a few days.

Thanks again

darich

simax wrote: »

Section 4.4 is if Orange lose their licence or go bust, which is very unlikely to happen.

Possibly.....but it doesn't say that...it simply says if they cannot provide access to network.

simax wrote: »

The only change to the terms and conditions this year is they have replaced "Orange" with "Everything Everywhere trading as Orange", that's all. No other changes and certainly does not allow you to exit.

Again...quite possibly.....but that's why I want a copy of the Ts and Cs I signed up to.....and then wasn't told of a change.
Also...I want to see the changes since June 2010, not just this year

darich

littlelovex wrote: »

Hi

Did you call customer services? any luck?

I want out of my iphone contract badly!

V

Tried customer services a few times....as detailed above.
I've written to their centre in Bristol so should receive a reply in the next few days.