Contacting Orange

NeverAgain_2

Can anyone help my efforts to contact Orange?

I called customer services about cancelling a contract, was quoted a figure I consider too high, but the call cut off.

The contract was two years for a phone and a linked 18-month contract for a dongle.

I was given to understand the contract termination fee was based on the number of rentals left until the end of the contract.

The contract end date is specified twice on the paperwork, once for the phone, and once for the dongle, but in both cases it is 18 months from the start date.

Clearly, the shop made an error on one of the dates, which should have been two years from the start date.

It seems to me this error gives me at the very least a bargaining position, because if Orange accept the 18 month date, their cancellation fee will be lower.

I wrote to Orange in Bristol outlining my position, and included copies of the paperwork showing the dates.

That was two weeks ago, but I've yet to receive a reply.

I've included details of my query for forum members' information, my question is how best to follow this up?

I could ring customer services, but I think the number I have is for a call centre in India, so the operator will not have copies of my correspondence to hand.

Does anyone have a number for Orange in Bristol, or perhaps a named person there to whom I could write again?

Thanks.

McKneff

I'd be interested in this too, Im having technical problems with my new phone and rang CS yesterday, very very hard to understand.

I solved my own problem whilst I was put on hold but now have another one, Its annoying to have to pay 25p for calls when its a problem they have caused and cant solve.

The people in the shop were worse than useless.

Guys_Dad

Keep on ringing 150. Eventually it will be answered by a UK call centre. You will probably have more luck there. I always have.

NeverAgain_2

Guys_Dad wrote: »

Keep on ringing 150. Eventually it will be answered by a UK call centre. You will probably have more luck there. I always have.

Thanks for that, but I've traded-in the old Orange phone for my new Vodafone.

Still have the Orange sim card, but no means of using it, assuming it's locked to Orange.

Guys_Dad

Tip - unless you are signing up for an expensive handset on a 24 month contract, get your handsets from CPW as they are unlocked.

2nd tip - keep your old handsets as spares. You never know when you will need it.

silvercar

Dial 150 from an orange phone or 07973 100150 from any other phone.

Jon_01

NeverAgain wrote: »

Does anyone have a number for Orange in Bristol, or perhaps a named person there to whom I could write again?

Thanks.

The call centre in Bristol was closed middle of last year.

The only depts there now are a number of admin offices, all of which are 'none customer facing' (as they like to call them)...

McKneff

McKneff wrote: »

I'd be interested in this too, Im having technical problems with my new phone and rang CS yesterday, very very hard to understand.

I solved my own problem whilst I was put on hold but now have another one, Its annoying to have to pay 25p for calls when its a problem they have caused and cant solve.

The people in the shop were worse than useless.

Ive rung customer services twice today, could hardly understand them, I ended up hitting the factory settings button.
So obviously had to set the time etc again.

The phone is new to me (and Im pretty new to mobile phones) so I obviously lost my contacts, I dont know how to copy them so Im putting them back in individually, not such a bad job really, i can do it a bit at a time and ive got rid of numbers that I no longer need, but my problems sorted anyway.

xbrenx

Guys_Dad wrote: »

Tip - unless you are signing up for an expensive handset on a 24 month contract, get your handsets from CPW as they are unlocked.

2nd tip - keep your old handsets as spares. You never know when you will need it.

This is so true! Sent a pile of phones to one of the companies a few months ago and now son's phone is being repaired and we could really have done with a spare. Oh well, live and learn.

NeverAgain_2

Just to update.

I received a paper letter from Orange from an address in Darlington, County Durham.

It had a landline number on it, but when I rang, I was shunted to a call centre in India.

For what it's worth, the number is: 01707 315000.

I was told the sender of the letter 'Rob Simpson' doesn't take incoming calls.

Wouldn't surprise me if it was a made up name.

All of which proves what I have long suspected, these big companies are fine provided nothing goes wrong with the service and you have no queries about it.