not what was agreed!

domino

I recently upgraded my phone plan with orange and got new phone. I have just received confirmation of the plan and it does not match what I was offered. I was offered unlimited internet and now find I have been allocated 500mb/month. I phoned them to point this out and they said that all plans have fair use policy (agreed) and no one does unlimited internet any more. Should I pursue this point? I do use the internet a lot and made a point of asking for free unlimited internet at the time of ordering. Help please!!

Hammyman

Point out that Three on their ONE Plan do do proper real unlimited internet.

invisibleyousee

TalkMobile also do unlimited internet.

I called Orange the other day and got offered a deal with unlimited internet, I was suprised as previous discussions with them I was offered 500mb, when I checked that unlimited was unlimited he said no, it's actually 500mb - which made me stop and re-think so still have yet to decide what to do.

It's a bit cheeky of them saying unlimited meaning 500mb - considering that 1gb is available on many tariffs, and other networks actually offer "unlimited" i.e. 3 and TalkMobile.

Rev

Mobile companies record these calls. Ask them to play back the recording of the conversation to show they agreed to give you unlimited internet.

Once they do that they'll see they agree'd to it, then tell them you would like either the agree'd to contract or you PAC as you will be going elsewhere. Tell them had they stated 500mb, you'd not have agreed to the contract.

Be polite, you'd like to stay blah blah, but need the internet and are only looking for the contract they have agreed too blah blah.

I have done this several time with o2 when they've changed my contract and have always had positive results.

grumbler

domino wrote: »

I was offered unlimited internet and now find I have been allocated 500mb/month. I phoned them to point this out and they said that all plans have fair use policy (agreed) and no one does unlimited internet any more. Should I pursue this point?

I would. All plans they offer don't say 'unlimited' with the limit hidden in the FUP. It's a ridiculous thing to say that different plans have different FUPs.

All plans have the limit set explicitly without any reference to FUP and many plans have limits higher than 500Mb, twice as much with some plans.

If you were offered 'unlimited' demand at least their biggest allowance, i.e. 1Gb.

allan673

i would cancel and go elsewhere, orange probably offer the most uncompetitive internet add ons around. 500mb is very low and you could soon get through that, it kind of defeats the point of having a smart phone if you have to monitor your usage and be carefull how you use it..
i am with three now and i get 3gb per month, and i use around 1gb to 1.5gb per month. why dont you go with three on the one plan? i really rate them highly.

"like the above poster says ask them to play back the recording" they will not give you unlimited though but they may increase the allowance??? good luck.

flyingscotno1

The problem comes when they say we have given you unlimited internet. As we all know many tariffs are advertised unlimited internet when this is Fair Use of 500MB.

I think you'll need some goodwill on the mobile company here.

grumbler

flyingscotno1 wrote: »

The problem comes when they say we have given you unlimited internet. As we all know many tariffs are advertised unlimited internet when this is Fair Use of 500MB.

Surely you can post a link to this 'Fair Use' that says '500'

surfboard2

Exactly the same thing happened with me, but on T-Mobile. The man sold me a deal on the phone which included unlimited internet. But... i eventually found out that i was being charged for the net.

Luckily for me i called up and they were fine with changing the plan to unlimited internet and refunding me back what they had charged me.

I also complained by letter.

So yes, definitely something that you should pursue! Try again on the phone and in writing! Don't let these greedy mobile phone companies get away with it! I use the internet a lot too and if it was limited in any way, i would have not gone with that price plan!

flyingscotno1

grumbler wrote: »

Surely you can post a link to this 'Fair Use' that says '500'

Sorry Unlimited E-mail is 500MB, unlimited web is 750MB

http://www1.orange.co.uk/service_plans/paymonthly/termsMarch2010.html

Anyway was the crux of the argument with ASA was that unlimited meant they don't restrict what you can do up until the limit?

grumbler

Pay monthly Animal Packages Terms and Conditions
...Mobile Internet - up to 500MB anytime mobile internet browsing. Usage above 500MB will be charged at the rates set out in the Price Guide...
Unlimited mobile internet - subject to fair usage...
Fair usage policies - ...Unlimited mobile internet - 750MB per month

I always thought that Panther was an animal. I seem to have been mistaken.

Panther 50 - With ....1GB mobile internet

Nothing about 500, unlimited and 750 :think:

Now it's hardly a surprise that telephone agents at Orange have not got a clue about unlimited/500/750/...
I think even higher level managers will struggle to explain this contradiction.

Waiting for an explanation from Orange Reps here...

P.S. While we are still here, is Dolphin 10 'unlimited' too with FUP 100MB as 'they (Orange) say' in the first post? LOL

EDIT: the link in the previous post was to the last year T&C. There are more fresh T&C effective from 14 April 2011 that say nothing about the unlimited internet.