Orange Retention offer gone wrong

m_l_h

My Mum was offered an upgrade to a new phone with Orange, from her Blackberry, in March. She was told that she could use her existing number on her new phone (Samsung Galaxy Ace 2) until the existing contract ends in October. Her old and new contracts were running in parallel and she has been paying for both.

She phoned them today about another issue and found out that she will need to have a Pay As You Go (rather than contract) phone for six months before the number can be completely changed over. Alternatively she can swap numbers to a new number (which she doesn't want to do, as she has had her mobile number for many years) or change to SIM only on her old phone, costing an additional £11.

So instead of simply swapping a number to a new mobile, she has to go through a lot of hassle, which no one mentioned to her at the time.

Does anyone have any suggestions?

Jon_01

Are you sure it was Orange retentions that called her? As it sounds like a third party dealer has just sold her a new contract rather than an official upgrade?