MSE News: Orange to raise monthly mobile costs

Mhadf

Quick question, how many of you were told at point of sale that costs could be increased like this?

Check your contracts, take a step back, now does that single line stand out in any way in regards to the rest? It doesn't but legally it should.

Check Oranges code of practice, it's not stated there either. Attention is made of the minimum length of contract only. UTCCR 5(1) mentions good faith, which has been clarified in another ruling OFT V Ashborune (section 125) Google it, I'm new and can't post the link
It states
"The requirement of good faith in this context is one of fair and open dealing. Openness requires that the terms should be expressed fully, clearly and legibly, containing no concealed pitfalls or traps. Appropriate prominence should be given to terms which might operate disadvantageously to the customer. Fair dealing requires that a supplier should not, whether deliberately or unconsciously, take advantage of the consumer's necessity, indigence, lack of experience, unfamiliarity with the subject matter of the contract, weak bargaining position or any other factor listed in or analogous to those listed in Schedule 2 to the Regulations. Good faith in this context is not an artificial or technical concept;"

So we signed contracts in good faith. And Orange hid unfair terms within them, relying on our lack of experience with the legal jargon to not see it. No prominence was given to this term.
So it is not legal for 99% of the population, unless you deal with small print contracts in your day to day work....sorry guys you can reasonably be expected to examine contracts in detail.

Sorry if it's a bit jumbled I'm still formulating a reply to the cut and paste email from orange.

Del_Astra

Well I called Orange today to see what could be done about the rise, I am aware that customers have been switched to other tariffs, minutes decreased to lower monthly payments. I was polite but the minute I mentioned I was calling about the recent prices increase, the lady I had got through too went to script, she told me it was the UK Government that have implemented this price rise and it is happening all over the place. I pressed her on this as I am not aware of the UK Government forcing Orange to increase tariffs, of course I could be wrong on this. When pressed she just repeat it was the UK Government that was forcing the increase.

She basically said my options are to pay to get out my contract, I am 7 months into an 18 month contract, and then said she was unable to offer any further assistance, I asked for her surname as I would need to take this further as my questions had not be answered fully and I did not accept the UK Government had anything to do with the price increase. She hung up.

I actually have very little negative to say about Orange I have been satisfied with the service, until now. Clearly they are getting a hard time and she was taking it out on me, which makes me think its time to put this in writing to Orange, it is clearly a staff training issue, the UK Government line is just nonsense, my local MP already has an email regarding this.

I am sorry but blaming the Government is a cop out.

When I exit my contract I am just going to say its the Government making me do it.

Woodyrocks

The increase will keep coming because their contract has been written in a way to permit it. If you look at other providers contracts, they do not have this evil clause regardless of -10% or not. A rise that impedes on your ability to maintain the initial contract you signed up to should have a break-out clause. It is just common sense otherwise the provider is encouraging you indirectly to take on an intended debt.

I cancelled my contract with Orange by buying myself out. They have screwed me over for so long that I worked out that it was in my best interest financially to just foot the cost to get out early. Orange are evil and money grabbing and the service is diabolical. Scrutinise you bill, you will see many many many items that do not add up. Also, try and leave and they will make it so difficult but leave is what I was determined to do even when they would not permit me to do it over the phone THRICE. Even after offering to buy my contract out!!

Go into a store near you and leave! They are the worst mobile phone providers in existence and they would not know what value for money meant if it was written in a 100 languages.

custardy

Del_Astra wrote: »

Well I called Orange today to see what could be done about the rise, I am aware that customers have been switched to other tariffs, minutes decreased to lower monthly payments. I was polite but the minute I mentioned I was calling about the recent prices increase, the lady I had got through too went to script, she told me it was the UK Government that have implemented this price rise and it is happening all over the place. I pressed her on this as I am not aware of the UK Government forcing Orange to increase tariffs, of course I could be wrong on this. When pressed she just repeat it was the UK Government that was forcing the increase.

She basically said my options are to pay to get out my contract, I am 7 months into an 18 month contract, and then said she was unable to offer any further assistance, I asked for her surname as I would need to take this further as my questions had not be answered fully and I did not accept the UK Government had anything to do with the price increase. She hung up.

I actually have very little negative to say about Orange I have been satisfied with the service, until now. Clearly they are getting a hard time and she was taking it out on me, which makes me think its time to put this in writing to Orange, it is clearly a staff training issue, the UK Government line is just nonsense, my local MP already has an email regarding this.

I am sorry but blaming the Government is a cop out.

When I exit my contract I am just going to say its the Government making me do it.

sigh,why do people feel they have a need/right to a call centre workers surname?

Woodyrocks

@ Del Astra, I once had an Orange advisor SCREAM at me on the phone and told me that I was a bad mom for mentioning that my unexpected bill levels were costing me more than my childcare. I later found out that Orange had been regularly overcharging me for calls UNMADE for months on end. Whenever I tried to query it, I would get no where whatsoever.

Don't phone, go into a local store and let them deal with the phone problems you will encounter because you will encounter it.

Andy191172

spoke to martin at ofcom this morning. any price rise is of material detriment, cos it by definition costs you more.

under general condition 9.6 of ofcom reg - this is legal statute so is law of the land, folks - Orange are legally required to give all customers affected a 30day right to exit the contract on the grounds of material detriment.

Ofcom also confirmed that Orange cannot dictate what material detriment is. there is no upper or lower threshold for what basically means something that cost you more than you signed for. The terms and conditions they quote are superceded by the law of the land and they cannot enforce this. Therefore they are misrepresenting the law to retain custom. This is in it self illegal if done knowingly, this is the exact same stunt Orange pulled 3 years ago and had to reverse on instruction from CISAS (communications arbitration service)

complain, orange have to reply within 8 weeks and legally they dont have a leg to stand on from what Ofcom have told me.

gagging_order

Hi all

I had this text the other day and it reminded me of something an orange salesman had previously told me. If you're locked into a long contract, you can downgrade your tariff after the first year.

This isn't something they publicise, obviously, but it's within the T&Cs.

Now I signed up to a certain contract to get the free phone because it was cheaper than paying for the phone with a lower level contract, if you follow me. But, I was using no way near using my minutes or data allowance.

Called orange on the day the rate-increase texts came out - long wait! - and spoke to a friendly guy who offered me a more suitable tariff which was £10 per month cheaper. No extension to the contract or penalty fees! So although the rates are going up, I've saved myself the best part of £120 by moving to a more suitable tariff 1 year into my 2 year contract.

Worth looking at your usage and seeing if you could save by doing the same.

Cheers!

premierfella

Ofcom seem to be saying a lot to individuals contacting them, but if the indication is that they are unwilling or unable to act themselves without individuals having to waste time with identical individual complaints to Orange which will be stonewalled for weeks on end, one wonders what the value of them as an independent regulator is.

Mhadf

Don't forget to contact the OFT as well as Ofcom. OFT will take companies to court for things like this.

Del_Astra

custardy wrote: »

sigh,why do people feel they have a need/right to a call centre workers surname?

Well when I was silly enough to use Orange Broadband they couldn't help me without the surname of the person I had spoken to. Orange should be thankful, I am helping them, I do not for one minute believe Orange staff were told to tell customers it is the government that is forcing this price increase. If they were then serious mistakes have been made IMO.