Orange Miss Sold Contract

sarahkate

I ordered a contract from Orange. Iv had the contract for 10 months now on a 24 month plan. Since I got the contract I continue to get no signal, not recieve texts or calls. I rang orange a number of times to be told it was my phone or sim card. After trying lots of different things still no luck. I rang again a few days ago after loosing my patience paying £30 a month for nothing! The operator told me my postcode doesnt recieve Orange network, however the coverage checker on their website says im just outside the affected area. So really Orange are charging me for a service they are not providing. I was told someone would call me in 24hours to sort the problem 2 days later and still no call. Do I have the right to get Orange to cancel my contract free of charge?
Thanks, a frustrated Sarah.

gjchester

sarahkate wrote: »

I ordered a contract from Orange. Iv had the contract for 10 months now on a 24 month plan. Since I got the contract I continue to get no signal, not recieve texts or calls. I rang orange a number of times to be told it was my phone or sim card. After trying lots of different things still no luck. I rang again a few days ago after loosing my patience paying £30 a month for nothing! The operator told me my postcode doesnt recieve Orange network, however the coverage checker on their website says im just outside the affected area. So really Orange are charging me for a service they are not providing. I was told someone would call me in 24hours to sort the problem 2 days later and still no call. Do I have the right to get Orange to cancel my contract free of charge?
Thanks, a frustrated Sarah.

You say since getting the contract you have had no service, but then say thats 10 monthss ago?

Is that right? if so have you complained in the past abnd have a log of the times and dates you logged problems?

sarahkate

Yes I do. Emails and calls.

gjchester

sarahkate wrote: »

Yes I do. Emails and calls.

Try searching on here for the executive office email, they should be able to help, I just wasn't sure you really had had issues for 10 months (maybe you meant days) and not got anywhere.

[Deleted User]

http://www1.orange.co.uk/mobileterms/pdfs/PAYM-terms-and-conditions-for-the-supply-of-Orange-Network-Services-20110215.pdf

"The Services are only available within the range of the base stations that make up the Network."

They've probably got you with that one...

Orange_Company_Representative

Hi sarahkate

Are you experiencing problems in just one postcode area, or in all areas?

If you only experience problems in a particular area and your phone works fine in others, then this may be due to local factors outside of our control. If you experience problems everywhere, then this may be an issue with your phone itself and our Handset Faults team should be able to discuss this with you to try to diagnose the cause of the fault.

I'd advise to contact our Customer Service Helpdesk again regarding this matter, and if you are not satisfied with their response, to ask to speak to a Customer Service Team Leader in line with our Escalation Procedure.

Full details of this procedure can be found in our Complaints Code of Practice, located in the Terms and Conditions section of our website.

I hope this helps.

Darren from Orange Helpers