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Orange / EE errors - can I cancel?
Hi everyone.
I have been having issues with orange this last week and wondered whether I would now be able to terminate my contract.
My phone (iPhone 5) stopped getting any signal last Wednesday and after determining it was the SIM rather than the phone I called Orange, who assured me there was nothing wrong with my account and a new sim would be posted.
A few days later a called up and tried to register the new sim but my phone number was not recognised! Orange put me on hold for a bit, then said they had sorted it and it would work in 24 hrs.
Predictably, it didn't. I called orange today and was told I had been 'migrated over' to EE, and that I must have requested this to be done. They put me through to EE who said I have been moved over as my phone can receive 4G signals and I SHOULD have been told. Now my contract would be the same price but my Internet allowance had dropped from 2GB to 500MB!!
I tried to register the sim with EE but it has to be (another) new one from EE not orange!
I told the guy that I definitely wouldn't accept that and that I need my phone working by Friday as I am going away to India and would need to call home.
He said I can migrate back to orange but it would take up to 72hrs, then another new sim would have to be registered.
I am sick of orange at the moment - their customer service levels have absolutely plummeted since the EE rebrand - so would these problems count as them breaking my original contract with them (they moved me to another network and tried to lower my allowances without forewarning).
If so, is there a recommended way to contract them, the right department etc.
Sorry if the post is a bit long - just wanted to get the full story over!
Thank in advance.
AJP
I have been having issues with orange this last week and wondered whether I would now be able to terminate my contract.
My phone (iPhone 5) stopped getting any signal last Wednesday and after determining it was the SIM rather than the phone I called Orange, who assured me there was nothing wrong with my account and a new sim would be posted.
A few days later a called up and tried to register the new sim but my phone number was not recognised! Orange put me on hold for a bit, then said they had sorted it and it would work in 24 hrs.
Predictably, it didn't. I called orange today and was told I had been 'migrated over' to EE, and that I must have requested this to be done. They put me through to EE who said I have been moved over as my phone can receive 4G signals and I SHOULD have been told. Now my contract would be the same price but my Internet allowance had dropped from 2GB to 500MB!!
I tried to register the sim with EE but it has to be (another) new one from EE not orange!
I told the guy that I definitely wouldn't accept that and that I need my phone working by Friday as I am going away to India and would need to call home.
He said I can migrate back to orange but it would take up to 72hrs, then another new sim would have to be registered.
I am sick of orange at the moment - their customer service levels have absolutely plummeted since the EE rebrand - so would these problems count as them breaking my original contract with them (they moved me to another network and tried to lower my allowances without forewarning).
If so, is there a recommended way to contract them, the right department etc.
Sorry if the post is a bit long - just wanted to get the full story over!
Thank in advance.
AJP
0
Comments
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You are not the only one. Yet another today's thread: Issue / complaint with EE...
I am sick of orange at the moment - their customer service levels have absolutely plummeted since the EE rebrand
They have not broken the contract yet. They are incompetent, shambolic and make errors. Give them a chance to correct them. If they fail then you can discuss cancelling the contract.- so would these problems count as them breaking my original contract with them (they moved me to another network and tried to lower my allowances without forewarning).0 -
Apologies for not searching the forum properly before I posted - maybe I jut presumed EE couldn't have the same shambles with someone else today ;-)
I hope they do get it sorted but having it done by Friday is looking so slim and it is that that has annoyed me mot because I really needed it to take away with me.
I know it's a bit of a cliche but I really feel that if I had done a similar thing to a client at my work (amended their contract so that they are worse off and leave them with no service for minimum 1 week and possibly up to a month if I have to deal with it after holiday) I would be punished to the fullest!
Ahh well, I'm going to keep my fingers crossed for a speedy fix by EE.0 -
Demand compensation for the troubles.0
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They tried, but i was in a shop and spotted it just in time. Be particularly careful if you have any "magic numbers" as you might lose them in "switching" from Orange to Everything (but Not Quite Everything) Everywhere.0
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Hmm, my Orange phone just segued into EE - no hassle no fuss x0
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