MSE News: Orange to raise monthly mobile costs

justtheticket

answered at last, as soon as i said i had spoken to ofcom he said since you have already been in contact with ofcom he would give me the number to disconnections, said they were open till 10pm guess what no answer, bloody great, sounds to me like its closed now.

try tomorrow again

loubee89

I apologise if something similar has already been asked but so far I'm only half way through the thread! My OH phoned orange earlier and was told be the guy he spoke to,
"yes, I can cancel your contract for you penalty free, you'll just have to buy out the remainder of your contract"
I always thought this was the penalty for cancelling?
Any advise?

olip74

Sorry if I'm going over old ground, can't read 26 pages!

I just spoke to Orange and quoted the Communications Act. The operative assured me that Orange lawyers had verified the legality of the price increase with Ofcom before this decision was rolled out. She said they were entitled to increase prices by 1% above RPI inflation (I think this would mean 6.2%). Has anyone else been told this?

My tariff is increasing by 4.34% but, because my monthly loyalty bonus deduction isn't changing, the net increase in my monthly bill is about 6.5%. The operative could not tell me if this constituted a 'material detriment' but refused to offer me anything to compensate for the price increase.

Finally she said the first step in the escalation/cancellation process should be a call-back from her team leader, rather than writing in to Orange or contacting Ofcom. Whatever, I've got six months until the price increases (as I renewed recently) so I'll play the game....

Will report back!

Mhadf

Olip74, If she didn't let you cancel then Ofcom and the OFT should be your next calls.

Whoever that person was she didn't have a clue about anything by the look of it.

Ofcom have denied being consulted by Orange over this price hike.
The T&C don't allow an above RPI rise. And even though the legal team has checked the terms it doesn't mean that their interpretation of the law was correct. Or that they even took the law into consideration (Data charges ?2009 spring to mind)

My template letter on page 24 seems to have rattled something loose though as I have had an email that it is now being looked at by their legal team.

iand2083

Mhadf wrote: »

Iand2083, how long was left of your contract? Which price plan was it? Also which dept did you speak to?
If customer services have given in over 4.3.1 then we could do with more info please...thanks.


I've just had a reply to my template letter saying they can't provide a CISAS reference as its been passed to the legal dept.

I got my contract in aug or beginning of sept 18months. If you remain calm and just keep repeating your point they will back down these call centres are trained to fob u off and deflect the points your throwing at them but they ony contradict themselves if you give them enough rope to hang themselves. They have to give you the chance to end your contract if there changing the terms, that is a fact its the law, game over. There is no argument. Orange is changing the prices not us and we are perfectly within our rights to cancel.

olip74

My template letter on page 24

Nice letter! You refer specifically to English law, would it make a difference that I'm in Scotland?

Also, do you know what would happen to the handset if the contract is terminated, is it mine to keep or can Orange reclaim it?

Mhadf

olip74 wrote: »

Nice letter! You refer specifically to English law, would it make a difference that I'm in Scotland?

Also, do you know what would happen to the handset if the contract is terminated, is it mine to keep or can Orange reclaim it?

They say that it's covered by English law, but double check your contract as it maybe slightly different in Scotland

governing law
19.14 Your Contract is to be interpreted in accordance with the Laws of England and Wales.

kavos_wildcat

Have just come off the phone with Orange, before i could day anything about the price rise the call handler started reading from a script about how the rise is legal. I told her that i had spoken to ofcom and that their terms and conditions are not inline with the communications act. She then said that orange had assurances from lawyers that the prise rise was legal, even though it was of material detriment to me and that what ofcom had told me was wrong.

A customer service manager will ring me back tomorrow apparently
watch this space

DUTR

kavos_wildcat wrote: »

Have just come off the phone with Orange, before i could day anything about the price rise the call handler started reading from a script about how the rise is legal. I told her that i had spoken to ofcom and that their terms and conditions are not inline with the communications act. She then said that orange had assurances from lawyers that the prise rise was legal, even though it was of material detriment to me and that what ofcom had told me was wrong.

A customer service manager will ring me back tomorrow apparently
watch this space

What for, too many posters are full of hot air, the prices are going up and ya cannot do nowt about it

kavos_wildcat

Apparently to explain to me the changes in full and explain how it was legal, to be honest she couldnt wait to get me off the phone