MSE News: Orange to raise monthly mobile costs

JockMcSkint

I have just spoken to Orange & explained what Martin has said on this site:

The Ofcom rules state: "Providers shall give subscribers adequate notice not shorter than one month of any modifications likely to be of material detriment".

"Providers must allow subscribers to withdraw from their contract without penalty upon such notice."

I told Orange that by changing the cost of my Contract it is of 'material detriment' & that I wanted a penalty free exit from my contract, we had a long & fruitless conversation & I was refused I then contacted Ofcom (0300 123 3333) who told me to write to Orange (Letter in the Post) and when I get a reply/ refusal to contact CISAS (0207 520 3827). Had to phone Orange back for the address as it's not on their website. Guy that I spoke to agreed with me & said there were loads of complaints coming in about it but Orange weren't letting anyone out of the Contract.

Orange PLC
Correspondence Department
PO Box 10
Patchway, BS32 4BQ

molley

JockMcSkint wrote: »

I have just spoken to Orange & explained what Martin has said on this site:

The Ofcom rules state: "Providers shall give subscribers adequate notice not shorter than one month of any modifications likely to be of material detriment".

"Providers must allow subscribers to withdraw from their contract without penalty upon such notice."

I told Orange that by changing the cost of my Contract it is of 'material detriment' & that I wanted a penalty free exit from my contract, we had a long & fruitless conversation & I was refused I then contacted Ofcom (0300 123 3333) who told me to write to Orange (Letter in the Post) and when I get a reply/ refusal to contact CISAS (0207 520 3827). Had to phone Orange back for the address as it's not on their website. Guy that I spoke to agreed with me & said there were loads of complaints coming in about it but Orange weren't letting anyone out of the Contract.

Orange PLC
Correspondence Department
PO Box 10
Patchway, BS32 4BQ

And keep copies of any letters sent ..

thischris1991

JockMcSkint wrote: »

I have just spoken to Orange & explained what Martin has said on this site:

The Ofcom rules state: "Providers shall give subscribers adequate notice not shorter than one month of any modifications likely to be of material detriment".

"Providers must allow subscribers to withdraw from their contract without penalty upon such notice."

I told Orange that by changing the cost of my Contract it is of 'material detriment' & that I wanted a penalty free exit from my contract, we had a long & fruitless conversation & I was refused I then contacted Ofcom (0300 123 3333) who told me to write to Orange (Letter in the Post) and when I get a reply/ refusal to contact CISAS (0207 520 3827). Had to phone Orange back for the address as it's not on their website. Guy that I spoke to agreed with me & said there were loads of complaints coming in about it but Orange weren't letting anyone out of the Contract.

Orange PLC
Correspondence Department
PO Box 10
Patchway, BS32 4BQ

I to spoke to someone in retentions last night and gave him the regulations page to look at. He agreed with me that Orange are giving customers the notice required but they aren't taking any complaints higher up the chain. He read me the email they were sent that managers weren't to be put on the phone if customers were unhappy he then said that anyone who stays on their talk plan that they are on at the moment and puts up with the increase Orange are going to credit 5% back to you until April 2012 but this was only sent out to the csa that answer the phone.
I was told I couldn't exit penalty free because I had signed the contract and it days they can do it so I doubt we will win this one.

molley

thischris1991 wrote: »

I to spoke to someone in retentions last night and gave him the regulations page to look at. He agreed with me that Orange are giving customers the notice required but they aren't taking any complaints higher up the chain. He read me the email they were sent that managers weren't to be put on the phone if customers were unhappy he then said that anyone who stays on their talk plan that they are on at the moment and puts up with the increase Orange are going to credit 5% back to you until April 2012 but this was only sent out to the csa that answer the phone.
I was told I couldn't exit penalty free because I had signed the contract and it days they can do it so I doubt we will win this one.

So did he mean that everyone who lets things lie as they are is going to get the 5% credit ?

robbies_gal

i think we have the right to speak to a manager if we want to how dare they say we cant

JockMcSkint

thischris1991 wrote: »

I to spoke to someone in retentions last night and gave him the regulations page to look at. He agreed with me that Orange are giving customers the notice required but they aren't taking any complaints higher up the chain. He read me the email they were sent that managers weren't to be put on the phone if customers were unhappy he then said that anyone who stays on their talk plan that they are on at the moment and puts up with the increase Orange are going to credit 5% back to you until April 2012 but this was only sent out to the csa that answer the phone.
I was told I couldn't exit penalty free because I had signed the contract and it days they can do it so I doubt we will win this one.

Spoken to Orange twice this morning, both quite long conversations & the 5% was not mentioned. The second time I rang the guy in customer services said that he agreed with me but never mentioned the 5%, from what I have read on here they are giving different story's to different people, I think they're getting a bit peeved off with us ringing to complain. He did say that Vodafone were increasing their contracts by 6% but I don't know if he told me that to make me feel better, you know it could be worse you could be with Vodafone, or they really are increasing their prices...Anyone know?

Smeagal

I just rang and spoke with UK call centre this time (retentions), got put through to a manager who offered me 6 months 5% discount to negate the price increase.

He told me this was for everyone anyway, I don't believe that as it is not widely known if it was, it is not mentioned on the Orange page which mentions the increase, I suspect it is being offered for people who complain.

I then received a text mentioning the 5% discount and he said everyone would be receiving a letter saying that they get 5% discount for the first 6 months, again I don't think that is true as if everyone was getting 5% discount as standard for the first 6 months then why not just start it in July and not January, also you would think it would be mentioned on the Orange increase webpage.

ACG

and if your coontract has more than 6 months to run, then what?

morrit

My experiences with Orange have been both up and down... I literally just received my text, as did my partner, and I would say that normally I would be fuming...however... 4.86% is NOT that big a deal... I mean, here's me bigging up my contract with the hated Orange...
2 for 1 cinema tickets
unlimited calls
unlimited texts
unlimited internet
However... They were turned around back in 2009 so let's face it...this price hike was coming one way or another... they have had 3 years to ensure their contracts were right...3 years to practise this and now they finally tell us. If Ofcom DO investigate then they are going to take a long long time, by which most contracts now will have run out, and we would be with new providers/tarriffs. If they have played their cards on the long game, then by all fairness, in worst case scenario they refund the % increase to customers, and cream off the interest... and if their increase IS lawful, then we are stuck...and we would have calmed down...and there will be bigger things to worry about... don't forget... 2012 is the end of the world anyway....

frank1985_2

just submitted a claim through tts or tariff trading standards, cost me 20pounds to register a business claim for 2 mobile phones, had a letter from orange saying they are reviewing the contract charges so tts must have been in contact, I owe orange 800pounds so hopefully the claim will be resolved and the phone bill may be lowered or wiped out and that would be a good outcome for just spending 20pounds, would reccomend the service if you have a large bill you would like to question and not have to phone preium numbers to speak to some lame call centre staff