Orange cancellation

MB2013_2

Hi all,

I've just cancelled my service with Orange and am confused as I wasn't put through to their 'customer retentions' Department during the phone conversation.

I've not been happy with the service recently and my contract has just ended. Tonight I gave Orange a call to inform them I was considering moving provider and to see whether they'd make an offer which would get me to stay.

I'm interested in a Sim only contract and was only offered the rate which was available on their website, plus a small drop of a couple of pounds for being with them for 10 years.

As I felt they could do better I asked to leave them, have my handset unlocked and get a PAC code so that I could keep my existing number and use my current handset on a new network. They didn't try to stop me and didn't put me through to 'customer retentions'.

I'm wondering why this occured? It seems unusual to let a customer of a decade move. Was it because they're not as bothered about sim only deals, has there been a change in strategy, or could there have been some other factor? Any thoughts from people who may know the market better than I do?

I'm just wondering as the response wasn't what I was expecting. I'm fine leaving Orange, but just thought they may have made a better offer. Anyways, their loss - they could have kept me for another decade and blew their chance.

Anoneemoose

MB2013 wrote: »

Hi all,

I've just cancelled my service with Orange and am confused as I wasn't put through to their 'customer retentions' Department during the phone conversation.

I've not been happy with the service recently and my contract has just ended. Tonight I gave Orange a call to inform them I was considering moving provider and to see whether they'd make an offer which would get me to stay.

I'm interested in a Sim only contract and was only offered the rate which was available on their website, plus a small drop of a couple of pounds for being with them for 10 years.

As I felt they could do better I asked to leave them, have my handset unlocked and get a PAC code so that I could keep my existing number and use my current handset on a new network. They didn't try to stop me and didn't put me through to 'customer retentions'.

I'm wondering why this occured? It seems unusual to let a customer of a decade move. Was it because they're not as bothered about sim only deals, has there been a change in strategy, or could there have been some other factor? Any thoughts from people who may know the market better than I do?

I'm just wondering as the response wasn't what I was expecting. I'm fine leaving Orange, but just thought they may have made a better offer. Anyways, their loss - they could have kept me for another decade and blew their chance.

The loyalty team is one and the same as the retentions team. What you have got to bear in mind is that is they offer you anything less than they did, chances are it will cost them to keep you on the network.

From a business point of view, it really isn't a loss for you to leave. It isn't all about the line rental you pay or the whole length of time you have been with them. Afterall, i bet you have had upgrades before?

MB2013_2

I wasn't interested in a new handset or upgrading - so they couldn't have upsold to me or locked me in for 2 years etc.

Still as a mobile network their costs are mainly fixed, so I understand the majority of anything I pay is contribution for them that's just going to go to another company.

Anoneemoose

MB2013 wrote: »

I wasn't interested in a new handset or upgrading - so they couldn't have upsold to me or locked me in for 2 years etc.

Still as a mobile network their costs are mainly fixed, so I understand the majority of anything I pay is contribution for them that's just going to go to another company.

No, maybe you weren't interested in a new phone but if you weren't signing up to a new minimum term, what's in it for them if to throw discounts at you when you could leave whenever. If it was worth their while to keep you, they would have.

makemesumdosh

Lol,

I can remember when I left orange broadband, the cancelations team was the only time I spoke to a British person. every time I had a problem I was routed to India and the accent and basic grasp of English made life very difficult. they did offer me a great deal to stay but I moved network.

if your happy with your mobile a rolling contract is a hassle free way to go, lots off great deals out there