MSE News: Orange and T-Mobile customers face yet more price hikes

simax

sshariff wrote: »

I joined Orange last year with a £36 a month contract that was discounted to £28.50 (a £7.5 discount at the time of joining). I received a letter yesterday stating a 3.3% rise of £1.16 to this £36 rather than the actual monthly bill of £28.5 that Orange would debit. Applying the £7.5 discount (direct from Orange) to this new monthly bill will equate to a 4.1% price rise for me.

This does clearly contravene the contract clause of an RPI increase as the net monthly bill that they will be debiting from my account is actually 4.1% rather than 3.3%. I have written a letter to Orange stating the same and my intent to break the contract as their changes fall over the RPI limit. I have also asked for a deadlock letter in case they refuse.

In my case this does seem like a clear breach of the terms and conditions!

It does not breach as your £7.50 discount is a discretionary benefit. Only base line rental cost would be looked at by OFCOM etc.

You're wasting your time.

Nereis

Just spoke to orange, I upgraded on the 29th January and pay 36 a month with 40% off. I received the price rise letter but when I spoke to them he immediately changed my tarrif to an equivalent one that would avoid the price rice. Am happy with this as already have the other discount. Didn't go in shouting and balling just asked if there was anything he could do and he was very helpful.

Just to let people know, I actually work for ee in store and we have not been told anything about it, first I heard was through the letter I received as a customer. So staff will not have known about this price rise if you took out a contract/upgraded recently.


Edit: just to add, after you call them you receive texts asking you to rate them, if they sorted it out for you answer the questions with a 9 or 10, as even the ones such as 'would you recommend orange to a friend' reflect on the advisor you spoke to, and are fedback to them, so if they have sorted the problem for you it would be a shame for them to get a low rating because the questions appear to reflect the whole company rather than their service in particular.

supasava

The MSE article says:

Contracts which aren't affected include:
Orange customers who signed up after 2 December 2012.
Orange business, Sim-only, works and "current pay monthly consumer" customers.

I signed up for a Sim-only deal at the latter end of December 2012, but I have received a pathetically worded letter from Orange saying that my bills are going up from October, despite the appearance of being fixed-price and the wording used by the Orange salesperson (Laura) where she gave no indication whatsoever that the price was actually variable, even when I asked her to confirm the price and period. Orange have been a disaster since I first got my phone - some of the worst customer service I have ever experienced. The time has come to leave them (although, even though they are changing the price, they still say that I "need to pay any cancellation charges"). If only any of my friends actually recommended their mobile "service" provider - they all hate theirs too...

Orange - hopeless coverage in my area, and when travelling between here and London. Even worse customer service.

Nereis

To be fair, Laura won't have know about the price increase. Plus you'll only be paying the increase for 2 to 3 months if you took a 12 month sim only, so probably less than £5 all together.

mije1983

supasava wrote: »

The MSE article says:

Contracts which aren't affected include:
Orange customers who signed up after 2 December 2012.
Orange business, Sim-only, works and "current pay monthly consumer" customers.

I signed up for a Sim-only deal at the latter end of December 2012, but I have received a pathetically worded letter from Orange saying that my bills are going up from October, despite the appearance of being fixed-price and the wording used by the Orange salesperson (Laura) where she gave no indication whatsoever that the price was actually variable, even when I asked her to confirm the price and period. Orange have been a disaster since I first got my phone - some of the worst customer service I have ever experienced. The time has come to leave them (although, even though they are changing the price, they still say that I "need to pay any cancellation charges"). If only any of my friends actually recommended their mobile "service" provider - they all hate theirs too...

Orange - hopeless coverage in my area, and when travelling between here and London. Even worse customer service.

People on this thread have commented about getting letters but them phoning Orange and being told it was an error, or even getting the increase removed. Try that and you may get a good result.

As an aside, it would have been mentioned in the T&Cs that prices could rise.

gwapenut

mije1983 wrote: »

Because they can't predict inflation in the next 2 years

But they can roughly predict it in the next 2 months.

Why is it allowed to increase prices just 2 months into a new contract?

SparciaM

Just rang Orange, as got letter saying bill will increase by 84p per month. Basically said was unhappy about increase as 2nd one during this 24 month contract. He out me on hold and came back saying:

"I've cancelled the increase and put you on our unlimited calls and texts plan at no extra cost". I was paying £26 for 400mins, unlimited texts and 250MB data, now paying same for unlimited calls and texts with same data. No new contract and no increase. He was ready to cancel increase and change plan to make me happy. Guess they're doing this for everyone.

Bob_Bridges

Got the letter about price rise.
Just off the phone with Orange,

Said I wasn't happy about the price rise etc etc.

Now have unlimited calls, texts and landlines, 750mb (up from 500mb) and unlimited BT WiFi, Magic Numbers for £18.50 ( roughly £1.50 cheaper than before ).

Good luck, Bob

Tony5101

People that are getting these changes made to their contracts..are these changes being done without any type of contract extension etc?

Nereis

Mine was without any contract extension, change of tarrifs are quite common mid contract and seems that it's enough to avoid the rise.