Orange Upgrade has been cancelled by Orange!

trip2themoon

I've been with Orange for over 5 years and called them on the 28/11/12 wishing to upgrade to a Samsung S3, but as they wouldn't let me have the phone for free I decided to cancel and requested a PAC code. I looked online and found a great deal from Phone 4 U where the phone was free and I got £7.50 off my monthly bill so I requested that they call me back the next day. So on the 29/11/12 I upgraded my contract through Phones 4 U. I also rang Orange on the same day to cancel my PAC code request. I received a letter dated 07/12/12 from Orange thanking me for uprading and stating contract dates and costs.

Now everything was fine until 31/12/12 when I noticed I had no network coverage, I just put it down to it being NYE and a busy network. I still had no coverage by 18:00 01/01/13 so rang Orange to ask what was going on. They said I had cancelled my account and said someone would call me back from the cancellations department at 18:00 on 02/02/13. Well by 20:00 no one had so I called up again but the operator said the cancellation department was busy and to try again later.

Now slightly miffed, I thought about this some more, and Im thinking of just getting a PAYG SIM card instead. Will Orange eventually catch up with me, and demand payment even though they have cancelled this contract?

gjchester

trip2themoon wrote: »

I've been with Orange for over 5 years and called them on the 28/11/12 wishing to upgrade to a Samsung S3, but as they wouldn't let me have the phone for free I decided to cancel and requested a PAC code. I looked online and found a great deal from Phone 4 U where the phone was free and I got £7.50 off my monthly bill so I requested that they call me back the next day. So on the 29/11/12 I upgraded my contract through Phones 4 U. I also rang Orange on the same day to cancel my PAC code request. I received a letter dated 07/12/12 from Orange thanking me for uprading and stating contract dates and costs,

You can't cancel and request a PAC code it's one or the other as the account has to be active for the PAC Code to work.

Did you get the PAC?

If you got a phone through P4U you need to take it up with them, they'll be the ones chasing you.

trip2themoon wrote: »

Now everything was fine until 31/12/12 when I noticed I had no network coverage, I just put it down to it being NYE and a busy network. I still had no coverage by 18:00 01/01/13 so rang Orange to ask what was going on. They said I had cancelled my account and said someone would call me back from the cancellations department at 18:00 on 02/02/13. Well by 20:00 no one had so I called up again but the operator said the cancellation department was busy and to try again later.

Now slightly miffed, I thought about this some more, and Im thinking of just getting a PAYG SIM card instead. Will Orange eventually catch up with me, and demand payment even though they have cancelled this contract?

Most places will have limited staff on any public holiday but you should get a call soon.


Will they catch up, possibly, but if you have a new phone and contract and that contract has not been seen out then they are likely to chase you for the full cost of the contract. You can cancel anytime but there may be early termination fees to pay if you have not seen out the minimum term of the contract.

trip2themoon

No I didn't get a PAC code. I just don't understand why Orange would cancel the account though!

Chorlie

So you're saying you want to have two contracts with Orange running at the sametime, you're original Orange one on the Sim in your old phone and now the new one from P4U on a new Sim in your new phone?


I think what you were trying to do is keep your old number by upgrading but orange won't do this to your liking (ie free phone), so bought a new phone via P4U (still with orange I'm guessing) and you placed your old sim into it, but you don't really want two contracts so the oldest has been cancelled. If this is basically correct, then you needed your PAC and transferred your number to a PAYG phone on a different network and then ask for a PAC from them to transfer it back to orange onto your new phones sim. A pain & stupid way of doing it but that's how it has is if you can't upgrade how you want to.

trip2themoon

I only have one account with Orange which I upgraded through P4U. I received a letter from Orange saying that this was a 24 month contract and would end in December 2014. But this account has now been cancelled by Orange.

lufcgirl

It sounds like it was a 'new customer' offer from Phones4u, the chances are Phones4u have set up a new contract (with a new sim card and number) and Orange have just cancelled your account as per your request.

These two contracts sound entirely separate to each other. I bet if you put your new sim into your Galaxy S3 it'll work!

Failing that, and it was an upgrade and it did just cross over with a disconnection request, it's in your best interests to get this sorted as if you don't your next bill will have a rather large early termination fee on. Get in touch with them, sit on hold, they can reconnect it if this is the case and waive the fees. But only if it genuinely was an upgrade crossing over with your disconnection.

trip2themoon

Yes it was definitely an upgrade as P4U used my old number in there paperwork!

lufcgirl

Have you checked your new sim in the handset, or is that the one you have been using?

If that's the case, then all you need to do is call Orange and just ask them to reconnect it as a termination has crossed over with you processing the deal. When they do, they'll waive the automatic buy out involved and you'll be back up and running in a couple of hours.

Oli.s

Orange was different to other networks historically in that with most networks when you upgrade you continue to use your old sim card, with orange you dont, you use the new sim card that came with the new phone and they automatically transfer your number onto it and deactivate the old one, have you tried your new sim card??

The advisor probably just got confused about the cancellation because your notes would have said you requested a PAC etc, they probably just didnt read your notes properly.

Try the new sim card.

trip2themoon

Yes I'm using the new SIM card with my previous number!

sdduk

trip2themoon wrote: »

Yes I'm using the new SIM card with my previous number!

So whats your problem?
you can't have 2 Sim cards with the same number.