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MSE News: Orange to raise monthly mobile costs

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  • Mhadf wrote: »
    Better Example than the first one I posted.

    I know there is lots of quoting in there, but after the cut and paste response from my initial attempt that had hyperlinks I figured putting them in would stop them coming up with an excuse not to see them.

    The cancellation request and other parts (4.3.1 legallity) that I have repeated twice are on purpose. It works without them, but there is no way that they can claim that they misunderstood then ;) and I'm sick of them looking for the smallest excuses.

    Still not 100% happy with it, but I feel it's a huge improvement on the first one.

    Feel free to criticise.

    Mhadf
    whats the best address to post this to or email address for a response?

    i would like to keep my phone number is this an option when doing this, if i cant keep it then fair enough as long as i can get out the contract which i started in August 2011 then i will be happy,
  • Mhadf wrote: »
    Better Example than the first one I posted.

    I know there is lots of quoting in there, but after the cut and paste response from my initial attempt that had hyperlinks I figured putting them in would stop them coming up with an excuse not to see them.

    The cancellation request and other parts (4.3.1 legallity) that I have repeated twice are on purpose. It works without them, but there is no way that they can claim that they misunderstood then ;) and I'm sick of them looking for the smallest excuses.

    Still not 100% happy with it, but I feel it's a huge improvement on the first one.

    Feel free to criticise.

    Mhadf

    Now that is one awesome letter! Incredibly well researched!

    I think I shall be using a copy of this!
  • Mhadf
    Mhadf Posts: 53 Forumite
    Justtheticket, I sent it to [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]
    You can request a PAC code at the same time. Just add it in :)
  • Warrick
    Warrick Posts: 70 Forumite
    You should all read the VF thread on here about this issue.

    This is what will happen:

    You'll quote all the laws in the world to Orange, and gradually get referred up a series of increasingly self important customer service reps until you get to the Director's Office. They will then give you a "deadlock letter" (eventually).

    You take this to the ombudsman who will debate whether or not to take your case on.

    After a couple of weeks, they'll either tell you that it's a "commercial issue" and they won't deal with it, or they'll take your case on if it seems a bit more in depth.

    If they haven't taken your case on, you have nowhere to go as Ofcom don't take individual consumer complaints (I don't care how nice they are on the phone - try getting anything in writing).

    If they do take your case on, expect it to take another 6 weeks, but be aware the ombudsman only considers "material detriment" to be enforceable if it's more than a 10% increase of your total bill.

    The ombudsman sided with me against VF in the end, but many others weren't so fortunate. It took forever as well.

    I know this sounds pessimistic, but I don't want to see people wasting their time like we all did. The fact of the matter is this: if 100,000 people complain, and 10,000 people give up their complaint for every week it's dragged out; do you really think Orange will give in on day one?

    If you want to get out of your contract quickly, pay the termination fee and then take them to small claims court.

    If you're prepared to wait, then try the ombudsman, but if your bill won't increase by more than 10% I'm telling you they won't be interested.
  • Just sent my letter :)
    Dear Sir/Madam

    Account No:


    I am writing to you via email as i understand replies to written letters are experiencing delays at present.

    I write in response to your notification via text message that you will be increasing my talk plan price by 4.34% early next year.

    I am not happy with this price rise and wish to terminate my contract (penalty free) as per my rights to do so set out in section 9.6 of the Communications act quoted below:

    "9.6 The Communications Provider shall: (a) give its Subscribers adequate notice not shorter than one month of any modifications likely to be of material detriment to that Subscriber; (b) allow its Subscribers to withdraw from their contract without penalty upon such notice; and
    (c) at the same time as giving the notice in condition 9.6 (a) above, shall inform the Subscriber of its ability to terminate the contract without penalty if the proposed modification is not acceptable to the Subscriber."

    I have spoken with your customer services team on the phone (after waiting 25+ min on hold) who initially advised the reason this increase is allowed is as it will not cause any material detriment. Under investigation and consultation with Consumer Direct & Ofcom i am advised

    "By increasing the price mid-contract you are causing material detriment (More money for the same service). And as such I am allowed to cancel my contract without penalty"

    After this they did not pursue their original statement - although for the record the member of staff i spoke to was polite and listened to what i had to say. I'm sure they are getting plenty of very similar calls at this time.

    In addition while you are putting up your prices, you are not adding any benefit to your customers service - nor have i seen much of an increase in quality of service over the near decade i have been with you (over different numbers/contracts). I still struggle to get decent phone and data signals at home (even after using tmobile network too).

    This coupled with increasing prices in new contracts compared to those previously - when you take into account the contract being over the same term (ie: standard used to be 12-18 months whereas now its 24-26 months for the best prices) it hardly gives much of a reason to stay with Orange as a network provider.

    I would be grateful if you can review my above email and response ideally within 48 hours however no later than 14 days of this written complaint with your formal response.

    Thank you for your time.

    Fingers crossed for release - my income didnt go up by 4.34% this year so i dont see why there income should. (plus hey new contract and phone with another network!)
  • Just a thought.

    When faced with a cancellation request, Orange would rather offer a customer a "goodwill" discount that covers the price increase rather than suffer the much higher cost of cancellation. They will only have to offer this for those that want out from their contracts.

    By doing this, they negate the "material detriment" aspect of the argument. Result=Orange wins because no more material detriment.

    This seems like a loophole for Orange.
  • burnleymik
    burnleymik Posts: 1,391 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I haven't trawled through all 20 pages, my apologies, but I thought these emails addresses may be useful:

    Address your complaints to...

    [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL]

    And their marketing director for good measure

    [EMAIL="spencer.mchugh@orange.co.uk"]spencer.mchugh@orange.co.uk[/EMAIL]


    Also a huge thanks to Mhadf for the draught letter.
    A smile costs nothing, but gives a lot.
    It enriches those who receive it without making poorer those who give it.
    A smile takes only a moment, but the memory of it can last forever.
  • Just a thought.

    When faced with a cancellation request, Orange would rather offer a customer a "goodwill" discount that covers the price increase rather than suffer the much higher cost of cancellation. They will only have to offer this for those that want out from their contracts.

    By doing this, they negate the "material detriment" aspect of the argument. Result=Orange wins because no more material detriment.

    This seems like a loophole for Orange.

    I think some people here have got a discount by speaking with CS
  • currently on hold to Orange customer service 10 mins and counting.

    I'm calling to complain about data roaming charge errors on my bill from July. I've complained to customer service by phone and twice in writing about this and never been contacted by Orange about it. My bill has been credited now, 5 months on with no apology or compensation for the time I've wasted chasing them for my money.

    Orange also recently changed their Orange Care (insurance) plan T&Cs. I'm going to cancel that today and try to get out of this contract. I will switch my phone to my content insurance when I move. Much cheaper that way too.

    Orange need to learn a few customer service lessons. Ignoring complaint

    12mins... and counting I'm on! brb
  • Dear Mr McHugh


    Well i have been with orange now for Many years i feel i must send you this email because i have just had a text saying my bill would go up by 4.34% !! what sounds like it is not fair as we have a written contact.

    However this does not sound fair to me as the price increase means that I will now be paying more than your new customers and getting less ( they get all kind of extras I don't such as sky sports, streaming TV etc. etc...)

    So how is that fair? OK I know its only a few pounds here & there or so in the grand scheme of things but if you are raising my price to make it more in line with their newer customers surely I should be getting the same benefits?.

    as i have been a loyal customer but i will not be with orange soon if this carries on, or if orange can not match what us the old loyal customers have with the new customer extras.


    My mobile phone tariff

    mobile number: ^*&^*&^^^&
    plan type: pay monthly plan: Panther 35 Web save (24mth), 26 months

    & i get = minutes: 600 texts: 50 data: 750 MB

    in my plan, so i hope this messages gets to someone who might be able to help me or tell me that i might be getting more extra stuff for free being as i am a loyal customer ( for the time being that is ).


    Also i would like to add the following as this email makes me sad when writing this, Under investigation and consultation with Consumer Direct & Ofcom i am advised

    "By increasing the price mid-contract you are causing material detriment (More money for the same service). And as such I am allowed to cancel my contract without penalty"

    After this they did not pursue their original statement - although for the record the member of staff i spoke to was polite and listened to what i had to say. I'm sure they are getting plenty of very similar calls at this time.

    In addition while you are putting up your prices, you are not adding any benefit to your customers service - nor have i seen much of an increase in quality of service over the near decade i have been with you (over different contracts).

    This coupled with increasing prices in new contracts compared to those previously - when you take into account the contract being over the same term (ie: standard used to be 12-18 months whereas now its 24-26 months for the best prices) it hardly gives much of a reason to stay with Orange as a network provider.

    I would be grateful if you can review my above email and response ideally within 48 hours however no later than 14 days of this written complaint with your formal response.


    thanks


    does this sound ok as i have emiled both emails address on the bottom of page 24.

    it would be nice to get some knocked off my bill & some extras but i will end my contcact with them if i need too.
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