Advice re Massive Orange Roaming Bill

DUTR

thatcambridgebird wrote: »

It would have changed the usage pattern because, had I known the rates from the outset, or recieved a message while abroad along the lines of 'you know you're using this a lot, by the way, here's your current charges' I'd have used it a lot less! Having travelled in the EU a lot last year, checking out phone rates was the last thing on my mind, because I presumed they'd be comparable. That may well make me naive, but I wouldn't be here if I wasn't willing to say yes, I made a mistake, now what's the best way to put it right and perhaps not have to pay out quite so much?

I came here for useful input from a well known consumer forum about a quicker way to get through to Orange given their unhelpful customer services rep of earlier. I haven't stopped the DD. If I had the money sitting around going spare I'd pay, then dispute for a refund, but the point of my first post wasn't to go 'Oh please Money Saving Expert, pity me' but to ask a) about the legal standpoint of what they should/shouldn't have informed me, and b) what the best way to get through to someone helpful at Orange is so that some sort of payment arrangement could be reached quicker, without me having to resort to stopping payments and them potentially restricting my service.

I'm really not sure why you're posting such snippy and unhelpful comments. Maybe it's because i'm new here, it's the same old large-bill-from-abroad story and therefore I'm some sort of easy target? If you're sick of hearing the same old story, then maybe don't read the thread

The last 2 paragraphs contradict each other, write a letter stating your concerns to the Orange executive office, there will unlikely be a quick resolve via any route you try (if you cannot see that or what others have posted as being helpful then it is only becuse you choose to see it that way), you are not an easy target becuse you are a new poster, perhaps becuse most of these episodes happen to iphone users I start to see iphone owners on MSE as well to put it politely not the brightest of people
You say you have read other threads about roaming with smartphones, only that it seems there is very little smart about taking the phone abroad, even if a call came about the house, the short duration trip is hardly going to affect if the property sells or not, and that is why you adopt the services of the estate agent

Jai_M

im waiting for the 'i didnt get a 10mb message either'...

Not_a_Newbie

I know this probably isn't the thread to say this on. But just wanted to give a non-scary viewpoint of taking a smartphone on holiday.

We went to Fuerteventura in July and I used my HTC Desire a number of times, both WIFI and not. My usual monthly bill of £25 increased to £30 (I'm with Vodafone).

You can safely take and use your phone, just remember to be careful and switch every and all updates off, and maybe think about whether or not you really need to use facebook, as this appears to be the biggest issue when people use their phones outside of the UK.

NFH

thatcambridgebird wrote: »

I'm really not sure why you're posting such snippy and unhelpful comments. Maybe it's because i'm new here, it's the same old large-bill-from-abroad story and therefore I'm some sort of easy target?

Yes, there are plenty of stories like yours every month, because people don't bother to check the price of the service before using it. It's like going into a restaurant and ordering an expensive bottle of champagne without reading the menu. Orange are not obliged to text you the costs unless you log on to a network in the EEA.

Unless you're disputing the amount of data used (a genuine complaint in some cases), your best bet is to ask Orange to recalculate your bill as if you'd pre-ordered their most advantageous bundles.

simax

Jai_M wrote: »

im waiting for the 'i didnt get a 10mb message either'...

Actually, Orange actually told the BBC wrong information. Orange don't send texts for roamers outside the EU anymore, we used to, but we don't any more.

Why?

Because, unlike roamers in the EU, Orange are not legally forced to.

So they don't.

luci

Funny, we got texts in Spain with costs on 2 phones which are on old monthly contracts. There was one with call and text costs and another with data costs. It did state that you could buy a data bundle and that this would opt you out of the EU cap, but no information on the consequences.

However nothing at all was received on the Smartphone which is the one that would have eaten the data. Nothing about calls and nothing about data.

All phones with Orange.

Hammyman

thatcambridgebird wrote: »

I did a quick google before, and came up with an Ofcom link so phoned them to ask where I stand. Their advice is that legally, Orange should have texted me their rates on arrival at my destination, and therefore my best bet for getting the bill reduced or waived is to use this argument.

Only applies within the EU. NYC is not in the EU.

Quite simply, you owe the money however some people have negotiated a discount but this is not guaranteed. You may be able to discuss setting up a repayment option.

Hammyman

thatcambridgebird wrote: »

What I am disputing is that Orange didn't inform me of their charges at all.

They have no legal requirement to do so. It is up to you to do your own research and their prices are clearly displayed on their website for all countries they have roaming agreements with.

Also in the USA, not only do you get billed for calls you make but also calls you receive.

In short, you as an adult are responsible for things in life. Your !!!! up and the resulting bill because you couldn't be bothered to check the cost is one of them.

thatcambridgebird

Hammyman wrote: »

They have no legal requirement to do so. It is up to you to do your own research and their prices are clearly displayed on their website for all countries they have roaming agreements with.

Also in the USA, not only do you get billed for calls you make but also calls you receive.

In short, you as an adult are responsible for things in life. Your !!!! up and the resulting bill because you couldn't be bothered to check the cost is one of them.

Fair enough, it's on their website, but how many people can honestly, honestly say that speaking to their phone provider is especially high on their list of pre-holiday things to do. Far far more important to me was ensuring I had appropriate insurances, and that my bank were aware I was travelling.

The 'bottle of champagne' example from earlier is a fair one, and maybe I am being naive - I said it earlier and don't deny it - but to take it further, having travelled abroad only 10 or so months earlier, I'd presumed costs would be comparable worldwide, so hadn't looked further into it. That's not the same as not being bothered, and to be honest I am really surprised at the attitude of a number of posters on these forums. Fair enough you may well think me foolish, but I'd always seen MSE as a place to come for well rounded, non-judgemental consumer advice. Seemingly on some level my view was completely wrong.

I think there's some misunderstanding between me and the majortiy of you as regular posters. You seem to presume I'm not going to pay. That would be lovely, but all I've expressed is shock at the charges, I never said I wouldn't pay it. It would be helpful to know the forum thoughts, given you've advised others in similar situations, on the customer service view of just cancelling the DD in order to force collections to contact me. That's absolutely what I don't want to do. I asked Orange on the phone today about setting up an immediate payment arrangement, and the rep I spoke to essentially told me it was a no-go. I don't want a poor credit rating, and that's why my hackles are up, and why being chided for something which has happened and can't be changed isn't necessarily helping.

I know you seem to get post after post about this - or at least that's what I see from comments made elsewhere - but do any of you have experience with Orange or other phone companies re setting up arrangements?

It's also curious that my partner, on Vodafone, got a text informing him of charges, when providers aren't legally obliged to send anything. It's a shame it's not all or nothing in terms of getting all suppliers to sing off the same hymn sheet.

NFH

thatcambridgebird wrote: »

It would be helpful to know your thoughts, given you've advised others in similar situations, on the customer service view of just cancelling the DD in order to force collections to contact me. That's absolutely what I don't want to do. I asked Orange on the phone today about setting up an immediate payment arrangement, and the rep I spoke to essentially told me it was a no-go. I don't want a poor credit rating, and that's why my hackles are up, and why being chided for something which has happened and can't be changed isn't necessarily helping.

I think this is questionable advice. It will definitely show up as a blip on your credit history which may cause problems when applying for credit in future. I'd go down the route of negotiating a recalculation of the bill before defaulting on payment.

thatcambridgebird wrote: »

It's also curious that my partner, on Vodafone, got a text informing him of charges, when providers aren't legally obliged to send anything. It's a shame it's not all or nothing in terms of getting all suppliers to sing off the same hymn sheet.

Another more significant difference with Vodafone is that you'd have paid "only" £3/MB in the US, and you would have an inclusive 25MB/day data allowance in Europe on a £40/month tariff. See Vodafone's data charges. In order to strengthen your argument, it may be worth having a go at Orange about why their data roaming charges are so uncompetitive, and tell them you'll switch to Vodafone unless they sort out this bill.