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Orange Home Phone and Broadband - When is a contract formed
Maldives_lover
Posts: 272 Forumite
in Phones & TV
Hi
I'm hoping someone can advise on this. My husband was talking to Orange last week about our home phone and broadband account, he was told the we are now out of contact and if we wanted to remain with them for another year they would send us a new router. He agreed.
The router hasn't arrived yet, but he contacted them today to see if he could add a call package to the deal and perhaps get a better deal. He has been advised that he can't add a call package and he can't cancel as he has a 12 month contract.
He indicated that he thought he could cancel under the DSR but they advised that their terms and conditions (which he apparently agreed to 4 years ago) specifically say that the customer waives their rights under the regs. Can they do this?
On one hand he is being told that he can't cancel and that he doesn't have a 'new' contract as nothing has changed on the other hand they are saying that he agreed to a new contract with a new router. Looks like they want it all their own way.
I've been with Orange now for about 4 years and also have 2 mobile phone contracts with them, I have always thought they provided excellent customer service but now I think they're taking the p***
He asked to escalate the complaint and was told that if he wanted it 'dealth with properly' then the complaint needed to be sent in a letter and this from a communications and technology company
Any advice would be appreciated.
I'm hoping someone can advise on this. My husband was talking to Orange last week about our home phone and broadband account, he was told the we are now out of contact and if we wanted to remain with them for another year they would send us a new router. He agreed.
The router hasn't arrived yet, but he contacted them today to see if he could add a call package to the deal and perhaps get a better deal. He has been advised that he can't add a call package and he can't cancel as he has a 12 month contract.
He indicated that he thought he could cancel under the DSR but they advised that their terms and conditions (which he apparently agreed to 4 years ago) specifically say that the customer waives their rights under the regs. Can they do this?
On one hand he is being told that he can't cancel and that he doesn't have a 'new' contract as nothing has changed on the other hand they are saying that he agreed to a new contract with a new router. Looks like they want it all their own way.
I've been with Orange now for about 4 years and also have 2 mobile phone contracts with them, I have always thought they provided excellent customer service but now I think they're taking the p***
He asked to escalate the complaint and was told that if he wanted it 'dealth with properly' then the complaint needed to be sent in a letter and this from a communications and technology company
Any advice would be appreciated.
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