Problems on Orange - I want out.

shazza39

I am also having problems with my iPhone through Orange.

I got mine in April 2010, had hardly any signal since day one, my calls cut off, don't connect or either go straight to voicemail. also now and again my texts don't send. 99% of the time I get one bar at the most. So frustrating! paying for a service that I'm not able to use.

Phoned Orange again last week and got the usual rubbish, restore the phone and if that doesn't work take it to Apple. Needless to say the restore didn't change anything so went to Apple and got brand new iPhone, then that one kept shutting down so back jn y'day and got yet another new iphone. Last Friday orange said they would send me out a new sim, never appeared. phoned today and they said there was no record of me phoning. what is the company all about?
I am assured that it will come tomorrow. If this still doesn't change my signal then surely I have grounds to cancel my contract as the phone is not getting used for the purpose its meant for.

darich

Looks like Orange received my letter.......
I recevied a call today when I wasn't in (my step daughter took the call). She advised Orange to phone back after 6pm.

Yep....you guessed it.....no phone call after 6pm.

Toe-Jam

I sent Orange an email on Tuesday 15th Feb, to say that the signal was not working and I wanted my contract terminated. They called me today to say they would terminate the contract upon receiving my handset back and sent me out a freepost bag. Just waiting on my PAC code now so hopefully in a few weeks i'll be rid of them, if they don't manage to mess this up aswell.

darich

Toe-Jam wrote: »

I sent Orange an email on Tuesday 15th Feb, to say that the signal was not working and I wanted my contract terminated. They called me today to say they would terminate the contract upon receiving my handset back and sent me out a freepost bag. Just waiting on my PAC code now so hopefully in a few weeks i'll be rid of them, if they don't manage to mess this up aswell.

The handset does not form part of the contract and is your property regardless of any contract you may or may not have.

From Orange Ts and Cs
"14 Devices your Device is not a part of your Contract
14.1 Your Device and Accessories are acquired by you outside the terms of your Contract."


The phone is your property and Orange do not have any right to request you sent it back to them.

EDIT:
What did you send them exactly?
What problems were you having?
Could you send me a copy of the letter you sent them?

Thanks!!

Toe-Jam

darich wrote: »

The handset does not form part of the contract and is your property regardless of any contract you may or may not have.

From Orange Ts and Cs
"14 Devices your Device is not a part of your Contract
14.1 Your Device and Accessories are acquired by you outside the terms of your Contract."

yes it is aquired outside of the contract, but it is paid for BY the contract in installments. Like a HP agreement. So if there is no contract then there is no payment for the handset. And they would send me an invoice for £300


The phone is your property and Orange do not have any right to request you sent it back to them.

EDIT:
What did you send them exactly?
What problems were you having?
Could you send me a copy of the letter you sent them?



Thanks!!

yes it is aquired outside of the contract, but it is paid for BY the contract in installments. Like a HP agreement. So if there is no contract then there is no payment for the handset. And they would send me an invoice for £300

I have sent you a message regarding your queries.

darich

Toe-Jam wrote: »

yes it is aquired outside of the contract, but it is paid for BY the contract in installments. Like a HP agreement. So if there is no contract then there is no payment for the handset. And they would send me an invoice for £300

I have sent you a message regarding your queries.

Not sure that's right....not arguing....just not sure.

The phone is acquired outside of the contract, so there is no mention of any additional payment should the contract be cancelled.

It's never mentioned on the phone when you take out the contract and it's not in the paperwork.

Under what clause of the contract can they send you an invoice for the handset?

Toe-Jam

darich wrote: »

Not sure that's right....not arguing....just not sure.

The phone is acquired outside of the contract, so there is no mention of any additional payment should the contract be cancelled.

It's never mentioned on the phone when you take out the contract and it's not in the paperwork.

Under what clause of the contract can they send you an invoice for the handset?

this is from buymobilephones.net where i bought the phone, but it applies to all networks.

14. Early Termination of Air Time Contracts / Changing of Tariffs

14.1. Our offers with monthly contract phones and packages are totally dependant on the tariff selected therefore:-

14.1.1. In the event that you are disconnected from your network for any reason within the period of 120 days from your initial billing date, you will be invoiced for the minimum sum of 240 GBP plus VAT per handset to cover the costs of the goods provided, loss of income and administration. Invoices will referred to Daniels Silverman Limited. All charges and legal fees incurred will be the responsibility of the customer and will be legally enforceable.

darich

Toe-Jam wrote: »

this is from buymobilephones.net where i bought the phone, but it applies to all networks.

14. Early Termination of Air Time Contracts / Changing of Tariffs

14.1. Our offers with monthly contract phones and packages are totally dependant on the tariff selected therefore:-

14.1.1. In the event that you are disconnected from your network for any reason within the period of 120 days from your initial billing date, you will be invoiced for the minimum sum of 240 GBP plus VAT per handset to cover the costs of the goods provided, loss of income and administration. Invoices will referred to Daniels Silverman Limited. All charges and legal fees incurred will be the responsibility of the customer and will be legally enforceable.

Thanks....interesting.....
I bought mine direct from Orange via their website.....and having read the Terms and Conditions on the link posted by the Orange rep on this thread, that doesn't apply to me.

If I can cancel my contract then Orange have no claim on my handset because according to their Ts and Cs I've acquired it outside of the contract.

The fact that yours are different to mine and we're both on the same network just proves that it's necessary to be sure of your position.

EDIT - I notice that your early termination charge is only valid for 120 days from first bill. I'd read it that after 120 days there is no charge and the phone is yours regardless of any contract.

Toe-Jam

darich wrote: »

Thanks....interesting.....
I bought mine direct from Orange via their website.....and having read the Terms and Conditions on the link posted by the Orange rep on this thread, that doesn't apply to me.

If I can cancel my contract then Orange have no claim on my handset because according to their Ts and Cs I've acquired it outside of the contract.

The fact that yours are different to mine and we're both on the same network just proves that it's necessary to be sure of your position.

EDIT - I notice that your early termination charge is only valid for 120 days from first bill. I'd read it that after 120 days there is no charge and the phone is yours regardless of any contract.

I just spoke to orange, usual level of nonsense. I recon they don't own this handset, they only provided me with the service, not the goods.

Therefore the goods don't belong to them, they belong to Buymobilephones.net But trying to explain that to a customer service agent is like explaining quantum physics to a chimpanzee. And they are adamant they won't give me my pac code until they get the handset back.

gjchester

Toe-Jam wrote: »

yes it is aquired outside of the contract, but it is paid for BY the contract in installments. Like a HP agreement. So if there is no contract then there is no payment for the handset. And they would send me an invoice for £300

No it's not, its given to you as an inducement to take the contract, but it's yours from the moment the airtime contract comes into force

However they could say keep the handset and you have to pay an early termination fee to leave.

Send the handset in and move on, or keep it and pay the fee, your choice.