MSE News: Orange to raise monthly mobile costs

Mhadf

I've been told that the board decided on it and it had all been ran past legal........ What like 2009 Data charges?
Or it's the government RPI...... So why didn't it drop 2 years ago when the rpi was -0.8?
4.3.1 says we can....... Ofcom, UTCCR and case law says you can't, are you saying that orange terms and conditions are above UK law?

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.

Del_Astra wrote: »

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.

so which is it?

molley

custardy wrote: »

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

Because if you need to take the matter further then it obviously helps to sort the matter out knowing who you spoke to and on what day. If you know the day you phoned then an audit trail should find who dealt with your account at that time but going down that road might be more complicated than simply providing the name ...all dealings on anyones account should be logged onscreeen but whetehr they are is doubtful .

molley

custardy wrote: »

so which is it?

Which is what ???

Daft_Punk

molley wrote: »

Which is what ???

I think he means the highlighted red parts that he quoted for you.

You said the advisor went to a script then said in the second post that you believe they were not told to say that.

Personally I don't think it matters but he does.

Also just to let you know Orange staff have NOT been told to tell you the price rise is because of the government. That's just the advisor getting confused about the RPI being set by the government.

molley

Daft_Punk wrote: »

I think he means the highlighted red parts that he quoted for you.

You said the advisor went to a script then said in the second post that you believe they were not told to say that.

Personally I don't think it matters but he does.

Also just to let you know Orange staff have NOT been told to tell you the price rise is because of the government. That's just the advisor getting confused about the RPI being set by the government.

Aah.I missed the first highlighted part in the first "quote" ....It wasn't actually me who posted what he replied to but no matter .

Daft_Punk

/Rant on

This is just to say to all those people who post or read here complaining about what they are told by the customer services advisors (CSA) they speak to.

What ever reason you are given by a CSA as to the price rise (whether it be right or wrong) is not going to change the fact that the prices are going up. I assume, as you read this forum, you have some savvy about you as to looking deeper into things and finding out how to save money. So don't listen to what they tell if you think they are wrong.

In the very first post of this thread there is a news article that has a statement from Orange saying the prices are going up because of inflation and the RPI index. The CSA is not going to suddenly say "hey you know what you are right and I am wrong so I am going cancel your price increase". They will never say that because they cannot do that. They have no power or influence and cannot change a price increase even if they agree with what you are saying.

/Rant off

Daft_Punk

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.

So what outcome would satisfy you about being told by an advisor the wrong info? do you expect them to let you out of the contract? Or would you prefer them to cancel your price increase? Or would you like them to sack/discipline that member of staff?

If I was that advisors manager I would take them aside and say:

Me:"please stop telling customers that the government are forcing us to raise prices as that is the wrong info"
Advisor: "sorry I thought that was correct info"
Me: "no, the government set the inflation rate but we decide whether we follow it"
Advisor: "ok now I know"
Me: "cool, get back to work"

FuzzyMoose

Just got my text saying that the increase will take effect from 8th January. As my contract is up on the 25th Feb there is no point complaining (they can legally take up to 8 weeks to reply to your complaint)

Will just be cancelling and replacing with a PAYG sim - should cut my bill from £40 / month to around £15

premierfella

FuzzyMoose wrote: »

Just got my text saying that the increase will take effect from 8th January. As my contract is up on the 25th Feb there is no point complaining (they can legally take up to 8 weeks to reply to your complaint)...

Got my text now as well for February increase.

How foolish of them to include those customers so close to being outof contract.