Orange Panther Swappables Deezer Data Allowance

bengutt

Now that the Orange site has been taken over has anyone else noticed that the Terms and Conditions have changed for the swappables?


It used to be that data used by Deezer (on Orange) would not come out of your monthly allowance. Deezer on EE would however.


The terms and conditions on EE's site for Orange now indicate that Deezer uses your data allowance.


I wasn't made aware of this change and have now used 1.4GB data, which is well over my allowance.


Deezer was the biggest reason I took my contract so I'm very disappointed. Does anyone know if this change is enough to cancel my contract without penalty?

bengutt

All OK, I finally got a response from Orange:-
As you are on Orange then the Deezer usage is included but unfortunately there is a fault that has affected several accounts whereby the data usage is being used in error. This is being investigated for a fix but as yet, one has not been found. For the accounts affected by this we are more than happy to refund any Swapable charges incurred as a direct result of this.

I hope this clarifies the situation for you and once again I apologise for the confusion in this matter. Of course, please do not hesitate to contact us if you incur any future charges so we can credit the discrepancy.

Tony5101

This "fault" has been ongoing for well over a year now.
They put a credit on my account each month in advance now - but I had to fight to get that. Prior to that, I had to overpay one month, get a credit the next month - which to be totally honest, was a complete P.I.T.A.
It can work to your advantage though - because Orange are totally unable to identify how your data is being used - so you could effectively use xx GB of data and blame Deezer.

bengutt

I've heard of people complaining about this before but I never had the problem.


What made me panic a bit was this page Orange sent me help.ee.co.uk/system/selfservice.controller?CONFIGURATION=1016&PARTITION_ID=1&secureFlag=false&segment=Consumer&TIMEZONE_OFFSET=&CMD=VIEW_ARTICLE&ARTICLE_ID=19992&CUSTOM_BRAND=EE

They say it's for EE, Orange and T-Mobile and they say in the Deezer section "data usage will decrement your data allowance".


But when I said I'd look to cancel my contract due to a change in the T&C's they backtracked and confirmed that Deezer usage WILL NOT decrement your data allowance.

Lifes_Grand_Plan

Hi folks, just found this thread.

I too have had this issue. I get 750mb included on my Panther plan but recently used Deezer a lot (syncing albums prior to going on holiday) and used 1.4GB in a month - not all of it Deezer but well over half.

Anyway I got charged and called Orange where a foreign operative swore black was blue that there was no problem with Deezer data, it was not coming out of my allowance and I had used 1.4GB on other data excluding Deezer.

Luckily I have a data monitor on my phone and the total data use matched almost exactly the 1.4GB total but it said 800mb odd was used by Deezer. The phone operative continued to tell me I was wrong but eventually agreed to refund the excess data charges AND to send me a full data breakdown including distinction on it between deezer and non-deezer data.

Surprise, surprise 2 weeks later and no credit / refund and no statement either. These people are a complete law unto themselves.

So I went to their Exec office and again eventually got agreement to a refund / credit and free addition of 500mb of data which was nice.

However I get my next bill and there are more "excess data charges" on there even though I used 650mb out of my 750mb (+ free 500mb) allowance. Anyway another call and apparently these are "carry over charges" from last months bill. Anyway got these refunded too so should be ok now but in summary:

1. I have now had to call Orange and sort this out twice and will not be happy if I have to do it a third time.
2. I do wonder if there is a difference on Oranges system between streaming on Deezer and downloading on Deezer (i.e. syncing an album for offline playing) which is causing this.
3. This problem seems to have been around for ages.
4. Orange obviously have no clue how to resolve - how many people have been caught out by this wrongly and simply paid the charges?

Oh and additional points:
1. For future reference I have a lovely screenshot from when I signed up to Orange of the page that says "Accessing the Deezer app will not incur data charges"
2. On Orange representative told me on the phone a while back that Swappables were finishing in the new year. I would be surprised if they did but then this is EE / Orange. I won't be happy if this does happen and I know right now they will claim that Swappables are an "additional service" and therefore I have no right to cancel or anything else if they do remove it.... I am ready for a fight if / when this happens.

Tony5101

I hope that they do stop swappables - as they're part of my contract..so might be a nice "easy out" LOL

kirkie_biker

Has anyone else had this problem? I have been charged for data use over my 1GB limit which is mostly down to Deezer and on phoning Orange last month and emailing in a screenshot I was told it would be corrected. It wasn't and I have been charged again for data this month and just been told by Orange that the data charge is because I'm using it when I'm not connected to wifi?? It has never happened to me before, only in these last 2 months.

simax

Tony5101 wrote: »

I hope that they do stop swappables - as they're part of my contract..so might be a nice "easy out" LOL

It's classed as an additional service - so you won't be able to cancel your contract. In the same way that Orange Maps is being phased out this month, so people who have it included in their plan will lose it - as it's an additional service - tough.

MSM78

Orange told me that you are allowed up to 100mb only on Deezer before it comes out of your normal allowance.

Lifes_Grand_Plan

kirkie_biker wrote: »

Has anyone else had this problem? I have been charged for data use over my 1GB limit which is mostly down to Deezer and on phoning Orange last month and emailing in a screenshot I was told it would be corrected. It wasn't and I have been charged again for data this month and just been told by Orange that the data charge is because I'm using it when I'm not connected to wifi?? It has never happened to me before, only in these last 2 months.

Is a good idea to read posts further up the thread before asking as its already been discussed (by me). I had the same problem - the bit about wifi is the usual Orange bulls*it.....

Don't accept the charge, read my posts and fight it.

Lifes_Grand_Plan

MSM78 wrote: »

Orange told me that you are allowed up to 100mb only on Deezer before it comes out of your normal allowance.

More Orange bulls*it.... it is 1GB as I recall.... sure i've got a screen print of it somewhere.

EDIT: The screen shot I have says "You will not incur any additional data charges when accessing the Deezer application"

I'm sure I saw mention of 1GB FUP for it but don't have proof of that... either way, with an album being about 65mb then to say the limit is 100mb is ludicrous.