Orange - What do I do here?

B1G_DAV3

Hi all, I'm hoping you can help.

I've been with Orange for about a year (24 month contract) and since July I have been unable to access my online billing, otherwise known as "Your Account".

I have called numerous times to ask them to fix it and I get the same reply every time; "we're trying to fix it and we'll let you know when it's done" or "it's fixed". But no-one ever seems to get to the root problem or phone me back.

I've had enough of Orange in general, so decided to switch to another provider, and was going to pay off the contract.

I was wondering, before I did this, does anyone have any idea whether this is a breach of contract/terms & conditions or I could get compensation out of them, seeing as I've not been able to see my bills for 3 months (and they'd charge for paper ones)?

Cheers,

Dave

P.S. Some other info:

> I have stopped my DD until they fix this problem (something they are aware of).

> I can't ever seem to email my complaints over to them as I always get a "technical problem" reply.

> I have asked to speak to a "manager" numerous times but end up getting cut off.

Guys_Dad

Not an breach of contract.

If you cancel the DD and they bill you, then automatically the fact you didn't pay is recorded with Credit Agencies (Experian etc). This is known colloquially on here as "Trashing your Credit record" and, in due course at some time in the future, it may hurt you.

Now I know that with Orange you can dial 150 and get your balances, that you can get an app for Androids that tell you your use. Orange will also go through your bill with you and their UK CS are ok.

Suggest you reinstate your DD or pay off your contract otherwise next time you want a mortgage, bank loan, HP you may be refused.

B1G_DAV3

Thanks for the swift answer.

It would be nice to get through to a UK CS once in a while...

So are they under no legal obligation to provide me with a visible bill?

Guys_Dad

B1G_DAV3 wrote: »

Thanks for the swift answer.

It would be nice to get through to a UK CS once in a while...

So are they under no legal obligation to provide me with a visible bill?

Probably, but technical troubles don't break contracts. They should, as a matter of goodwill, give you a free paper copy until problem is resolved.

But do something about the DD first.

ALWAYS a bad idea to cancel DDs as you will be the one to be hit hardest.

grumbler

Guys_Dad wrote: »

Not an breach of contract.

Guys_Dad wrote: »

Probably, but technical troubles don't break contracts. They should, as a matter of goodwill, give you a free paper copy until problem is resolved.

I think it is a breach and that they must send free paper bills or at least e-mail them. Nowhere it says that a customer has to pay for getting some sort of bill.

Billing Date: the day on which your billing statement will be issued and/or made available on Your Account after you have been connected.
...
Your Account: the online facility by which Orange Customers can manage their account including but not limited to viewing their mobile bills, making payments and changing tariffs.
...
Payment is due when you receive your invoice and/or it becomes available as an e-bill on Your Account.
...
...

And it is not some temporary technical trouble. It's a well known problem that many customers experience for months and years.

Guys_Dad

grumbler wrote: »

I think it is a breach and that they must send free paper bills or at least e-mail them. Nowhere it says that a customer has to pay for getting some sort of bill.
And it is not some temporary technical trouble. It's a well known problem that many customers experience for months and years.

I'll put you on the spot then, my old mate! Would you cancel the DD on the grounds of breach of contract?? :rotfl::rotfl::rotfl:

grumbler

No, I would demand free bills or termination of the contract.

custardy

Oranges online site is terrible
you can use the orange app(phone allowing)
also you can check useage phoning 150
text "bundles" to 150 for a text of your remaining call/text/data

robbies_gal

ive only ever had a problem once getting online to view my bill is there no way you can download the app on yur phone

custardy

gabbyevs wrote: »

ive only ever had a problem once getting online to view my bill is there no way you can download the app on yur phone

you can't download the Orange app to your (compatible) phone?

mattyprice4004

Not a breach, if you've stopped paying and leave it more than a month or two, don't expect to be able to get much credit for 6 years.

Did you even ask them for free paper bills to make up for the problem?