Problems with orange

nickwilks7

Hi all, just need a bit of advice

I have been an orange customer for over 10 years and have never had a problem until recently.
I received a EE SIM card though the post last month stating this new sim will give me faster Internet etc but at an extra £5 a month I refused to accept it
However last week (Thursday) orange switched my account on to this new sim, resulting in my current sim being barred and unable to make calls/texts
I phoned orange on the Friday and apologised and said it would be back to normal in 24 hours!
Saturday night came and still no phone, so I contacted them again and they said it could take upto another 7 days to transfer back!
Phoned Monday and they said it was all in place to go through!
Tried again this morning (Saturday) and the bloke said it could take 3 weeks!!!!

Are orange in breach of contract here? I've been 9 days without a phone already, and now they're saying it could be another 14 days!!
I can't work without my phone, as people phone me with jobs (deliveries) so I'm unable to work!

Any help would be appreciated

DUTR

I'm confused, why can you not use the current working sim, but at the same tariff that you are currently on?

nickwilks7

When I try ring out it says this number is barred!

Apparently they've transferred my number to EE and I'm waiting for it to be sent back, even though its the same company!

It's an absolute joke

DUTR

nickwilks7 wrote: »

When I try ring out it says this number is barred!

Apparently they've transferred my number to EE and I'm waiting for it to be sent back, even though its the same company!

It's an absolute joke

So are you saying both sims are inactive?

nickwilks7

Yeah, my usual 1 is barred and the 1 they sent me doesn't work

DUTR

nickwilks7 wrote: »

Yeah, my usual 1 is barred and the 1 they sent me doesn't work

I get ya now, they are usually quite quick with the sim cards, the up to 14 days is probably to cover themselves, once the sim arrives you can usually activate it online and it's on within 2 hours (that's what happened with my Mums orange sim which had gone faulty.

(only bad thing of late from Orange for me is that I left them 5 years ago and they still send me "you qualify for another magic number text" )

nickwilks7

They expect me to go 3 weeks without my phone!
Surely this is breaking T & C somewhere, absolute joke!
They've even promised me a temporary number which still hasn't started working yet!

DUTR

nickwilks7 wrote: »

They expect me to go 3 weeks without my phone!
Surely this is breaking T & C somewhere, absolute joke!
They've even promised me a temporary number which still hasn't started working yet!

I'm sure they will offset the service charge, but read the T&Cs as I doubt that will be good enough reason to terminate without penalty.

chanz4

Is it a business contract?

Herongull

You might well be able to get out of your contract - check the T&Cs.

Sometimes they have a term which says that if they persistently don't do something they should have you can end the agreement.

If they do have a term that arguably fits your situation, but they won't release you from the contract, then formal complaint/disputes procedure and off to the ombudsman.

nickwilks7

It's ridiculous that I pay over £45 a month for my phone anyway (which is my own fault) but for them to except me to go 3 weeks without a phone is unacceptable especially as it is down to there mistake!
Yet they say its an 'unforeseen circumstance' so there is nothing they can do?!
Is this fair? Is it not down to human error??