MSE News: Orange to raise monthly mobile costs

jasonwatkins

eggsarnie wrote: »

therefore in real terms are not a material detriment to our customers.

That !!!!es me off. They've basically arbitrarily decided that the increase isn't a detriment to all of their customers regardless of background or income.

I've phoned Orange this afternoon and, not unsurprisingly, didn't get anywhere so I'm going to email them now.

Rashboots

Colliwag wrote: »

Had a text from orange this afternoon:

Hi from orange. We recently contacted you about a price increase on your plan. This was an error and the price of your plan will not change in February. We're sorry for any confusion.

Anyone know if this applies to everyone?? I wrote a lettwabi at Monday asking to cancel my contract so this may have been listened to and they've backd down.

Either way good news! :j

Weird... I've not had anything, I shall await my text :T

jasonwatkins

Well i've just knocked out an email to the executive office so we'll see what happens.

Basically explained my own personal circumstances and asked how orange can justify a sweeping generalisation regarding all customers when it clearly doesn't apply to me.

drbesty

Your material detriment is down to your large loss of income, not Oranges price increase

nottinghamfella

I have emailed Orange Customer services officially. I also mentioned that I was unhappy with the poor 3G coverage in North Nottingham and South East Manchester.

I had a great reply from Orange saying that they have provided me with service from orange as I use some of the minutes and some of the internet every month, this classes as orange providing me with a service. I on average use 100mb out of 500mb of internet a month. I was also pointed out that orange cannot guarantee any coverage in the home. Great :mad:

Regarding the price increase, I was told I could pay to come out of my contract (£210 according to Orange, but I make it 8 months x £26 = £208!). Nice chap who cant add up, hope the team leader is just as abrupt now I have esclated the complaint to a stage 2 complaint.

Pay as you go on Voda or Tesco is calling me when the contract ends!

GTT

nottinghamfella wrote: »

I have emailed Orange Customer services officially. I also mentioned that I was unhappy with the poor 3G coverage in North Nottingham and South East Manchester.

HEH Poor 3G I live in an excellent coverage area but I get no 3G signal at all and the speed I get for my network coverage on Orange is slower than an old 56k Dial up modem. To increase my speed I am trying to work out how to install one in my phone

Also phone call quality is dreadful, if the phone call lasts more than a minute you are doing well.

Oh well sad to see its ended this way, back to my original plan of waiting for my contract to end and then giving Orange the big heave-ho as I can't get rid of them due to poor service for some reason :mad:

CSales

still waiting on a reply! My contact expires October 2013, i'll definitely be switching to the likes of Tesco once its expired!! Disgusted by this lack of customer service. Can I complain about the lack of customer service i.e. no reply on top of my original complaint? Worth another email to them?

nottinghamfella

I'd pay the extra £1 a month but despite receiving poor or no 3G coverage, I am slightly "annoyed". I cant even get at times any 3G coverage in the Trafford area of Manchester (no football jokes please!)

joewa

Had a reponse today from executive office at orange :

Further to your recent correspondence, I write to provide our position in the matter raised.

We have reviewed the basis for your complaint, namely the price increase which will come into force in January. I confirm that the rise is less than the published RPI figure and therefore is within the limits provided for within the service agreement terms and condition. In the circumstances the rise does not allow you to end your contract early.

The CISAS alternative dispute resolution service is not able to consider complaints or claims of this nature which relate to the fairness of the price increase.

Whilst I appreciate the above may not be to your satisfaction, I trust our final position in this matter is clear


Have asked them what my next step is

jasonwatkins

drbesty wrote: »

Your material detriment is down to your large loss of income, not Oranges price increase

Swings and roundabouts really. Maybe with hindsight I should have mentioned to Orange that the price increase will push my outgoings to more than my income, which would certainly constitute a material detriment.

If anything, the prices rises will cause me greater detriment.