Bad News Guys Orange to start changing 07744 and 07755

Mancunian

stam29 wrote: »

Hello,
I bought the contract in a Phones4u shop on the 7th of May and so not directly with Orange. Nevertheless, I still received the sms stating that from the 8th of June they will start charging 07744 numbers at 20p/min. I haven't checked if I am actually charged yet. I contacted customer services (several times), and was told terms like "illegal numbers", etc. which left me rather worried about the training these people have undergone. It is possible that they have been told to say that.
I called Ofcom on 02079813040 and they appeared to be very interested in the case. They have already a number of callers who complained so it is worth calling them, in order to assist them in starting/proceeding with an investigation.
Also we need to first make a complaint to Orange and if we are not satisfied with the outcome (after 12 weeks) then we can refer the matter to CISAS (Communications & Internet Services Adjudication Scheme) at 020752038727.
The address where the initial complaint needs to be sent is (recorded delivery):

Orange
High Level Complaints Department
P.O. 73
Leeds
LS10 1WZ

You need to mention that this appears to be a breach of T&C as it alters the bill and it decreases the value of the contract to you, and also (VERY IMPORTANT) you need to mention that they started charging without giving a month's notice, which is unfair policy and can be deemed illegal, and thus is a good reason to cancel the contract.

hi can i ask where u got the postal address from? "high level complaints" seems a weird name.

I'd go for the exec office.... then the top man can't say he didnt know

Mancunian

Excerpt from:-

Link:- [url] http://web.ukonline.co.uk/cheekster/orange.html[/url]

EXECUTIVE OFFICE

Anecdotal evidence suggests that if you complain to the Executive Office they get on the case pretty quickly and sort everything out for you.....

Orange Executive Office
executive.office@orange.co.uk
50 George Street
LONDON
W1U 7DZ
020 7984 1886

Chief Executive Officer / Managing Director

Not sure if it will do any good going this high as it will jest get shifted downwards but anyway, for the sake of completeness here we go...

The Orange CEO & MD was Hans Snook - hans.snook@orange.co.uk
His email now seems seems to be read by his PA Jane Henderson, and then passed on to Ian Parker, Group Director of Customer Relations for a formal reply. His direct office number is 020 7984 1888 and has an answerphone. Mr Snook has recently stepped back from the position of CEO of Orange in order to pursue other interests. His successor is Jean-Francois Pontal whose contact e-mail is as follows: jean-francois.pontal@orange.co.uk

01325 395000 switchboard
01454 624600 switchboard number for Orange in Bristol.

Mancunian

just sent:-

To: executive.office@orange.co.uk
Cc: hans.snook@orange.co.uk ; jean-francois.pontal@orange.co.uk ; Ian.Parker@orange.co.uk
Sent: Thursday, June 14, 2007 12:16 AM
Subject: MAJOR COMPLAINT - Account 07800xxxxxx

Dear Sir/ Madam

There seems to be some major debate regarding the recent, (seemingly) short notice, major pricing changes regarding 07744 and 07755 numbers.

Some pretty major consumer websites and the press have caught onto this and the forums of users are also buzzing with activity - a seeming PR disaster for the company.

Can you please urgently advise on the matter.

=====================

I have marked it as urgent and also requested "read receipts" so we know who looks at it! keep u posted!

jhp

Mancunian wrote: »

just sent:-

To: executive.office@orange.co.uk
Cc: hans.snook@orange.co.uk ; jean-francois.pontal@orange.co.uk ; Ian.Parker@orange.co.uk
Sent: Thursday, June 14, 2007 12:16 AM
Subject: MAJOR COMPLAINT - Account 07800xxxxxx

Dear Sir/ Madam

There seems to be some major debate regarding the recent, (seemingly) short notice, major pricing changes regarding 07744 and 07755 numbers.

Some pretty major consumer websites and the press have caught onto this and the forums of users are also buzzing with activity - a seeming PR disaster for the company.

Can you please urgently advise on the matter.

=====================

I have marked it as urgent and also requested "read receipts" so we know who looks at it! keep u posted!

Han Snook left yonks ago,Francois Pontal has changed his E-Mail,and i believe Ian Parker has moved on.

If you want to have any hope of getting out of your contract without penalty ,you need to put your request in writing.

They are in discussion with Ofcom and the whole thing is being looked at by Oranges legal dept.

More complaints to Ofcom by people affected will help put the pressure on them.

Visit: http://www.ofcom.org.uk/complain/mobile/company/unfair/

But to cover yourself you still need to put your cancellation request in writing to them.

ramasiva

what are 07700 numbers? does anyone know about it. Is it the same as 07744 numbers. Cheers

wdycai

msaquib wrote: »

Hi wdycai,

What address are you sending the letter to?

Thanks
Mo

Called them up to ask for address to send it to before posting.

Address as follows

Orange Customer Service
Nexus House
Senhouse Road
Lingfield Way
Darlington
County Durham
DL14YG

Have sent it signed for... just to be on the safe side.

I would suggest writing a date at the top of the letter, and asking them to responce a week after reciving it... as that way it becomes their responsiblity to responce in writing.

Hope this helps.

07744

Here are the terms abreviated. It won't effect me according to their terms but if you call & ask them they are clueless.


From 8 June 07, 07744 services for customers connecting or upgrading to a Dolphin, Canary, Racoon or Panther “Animal Package” via Orange direct between 1 March 2007 and 31 July 2007 will be charged at a flat rate of 20p/min

http://www.orange.co.uk/termsupdate

Anyone got any alternatives?

07744

Due to the change in Terms we are within our rights to cancel our contracts within the min term & suffer no penalties - do any other providers include 07744 numbers in their free mins?

http://www1.orange.co.uk/mobileterms/#update_2

Mancunian

Mancunian wrote: »

just sent:-

To: executive.office@orange.co.uk
Cc: hans.snook@orange.co.uk ; jean-francois.pontal@orange.co.uk ; Ian.Parker@orange.co.uk
Sent: Thursday, June 14, 2007 12:16 AM
Subject: MAJOR COMPLAINT - Account 07800xxxxxx

Dear Sir/ Madam

There seems to be some major debate regarding the recent, (seemingly) short notice, major pricing changes regarding 07744 and 07755 numbers.

Some pretty major consumer websites and the press have caught onto this and the forums of users are also buzzing with activity - a seeming PR disaster for the company.

Can you please urgently advise on the matter.

=====================

I have marked it as urgent and also requested "read receipts" so we know who looks at it! keep u posted!

no bounced emails yet...and We DEFINATELY know they're aware now:-


Your message

To: Executive, Office
Cc: hans.snook@orange.co.uk; jean-francois.pontal@orange.co.uk;
PARKER, Ian J
Subject: MAJOR COMPLAINT - Account 07800 563966
Sent: Thu, 14 Jun 2007 00:16:30 +0100

was read on Thu, 14 Jun 2007 09:11:59 +0100

peddy

Mancunian wrote: »

Excerpt from:-

Link:- [url] http://web.ukonline.co.uk/cheekster/orange.html[/url]

EXECUTIVE OFFICE

Anecdotal evidence suggests that if you complain to the Executive Office they get on the case pretty quickly and sort everything out for you.....

Orange Executive Office
executive.office@orange.co.uk
50 George Street
LONDON
W1U 7DZ
020 7984 1886

Chief Executive Officer / Managing Director

Not sure if it will do any good going this high as it will jest get shifted downwards but anyway, for the sake of completeness here we go...

The Orange CEO & MD was Hans Snook - hans.snook@orange.co.uk
His email now seems seems to be read by his PA Jane Henderson, and then passed on to Ian Parker, Group Director of Customer Relations for a formal reply. His direct office number is 020 7984 1888 and has an answerphone. Mr Snook has recently stepped back from the position of CEO of Orange in order to pursue other interests. His successor is Jean-Francois Pontal whose contact e-mail is as follows: jean-francois.pontal@orange.co.uk

01325 395000 switchboard
01454 624600 switchboard number for Orange in Bristol.

The postal address is correct but Mr Snook and Mr Pontal have both left Orange. If you want to address it to someone in particular the best bet is to send it to Graeme Fenwick who is head of customer services at the 50 George Street Address.