Decommissioning Masts

Scootymad

For a while now, I have been having problems with my Orange signal.

I phoned them up a couple of weeks ago now, and it has become apparent, that in my area, they have decommissioned 4 masts! I couldn't believe it when the guy at Tech Support told me this!

Now, they have given me a small reduction in my line rental, but I'm really not happy about this. Do you think I would be within my rights to cancel my 2 contracts with them due to this?

Tia

grumbler

Yes, you are within your rights to cancel without fees. Just stick to your guns and demand cancellation.

Scootymad

Hmm, I'm just not sure how to approach the situation with Orange. Past experiences, I have found I get a jobsworth Customer Service Agent, who will eventually end up putting the phone down!

Any ideas?

grumbler

Generally, in this case you have to follow their formal complains procedure, then complain to ombudsman.

Some people were successful by complaining directly to their executive office:[EMAIL="Executive.Office@ee.co.uk"]Executive.Office@ee.co.uk[/EMAIL]

Scootymad

I've popped them across a nice email. Will be good to see what they have to say!

Earthworm

I am wondering if, by accepting a reduction in line rental due to the drop in service you are getting, you have cost yourself the option of cancellation. I don't have any legal background but could that not be seen as you accepting your service as it is now until expiry?

Buzby

Nope - you are getting a reduction due to the loss of service. This is normal (and expected) in order to give them time to rectify the issue and restore the service as previously received.

As this will not happen, after a few months of this (ongoing service rebates) cancellation is a formality

NFH

See this thread:

EE's degraded service and coverage - time to leave after 15 years?