Orange nightmare: renewed contract and signal booster

arism74

I've been with Orange for more than a decade and although I didn't use to have problems with the service itself, I had been annoyed by the way they dealt with a couple of issues during the last year or so. I also moved to a new flat where I have very weak (or any) signal with them, so I called them on 30 Jan to ask for the PAC code, so I can transfer my number to another network (my previous contract had expired).

They called me the next day and made a really good offer for a new contract, which also included a signal booster for my flat (after I requested that). I soon received the new handset and SIM card, but not the signal booster.

During the last three weeks, I've called them several times to ask about the signal booster. I was told more than once that they will call me back from the technical department - they never did. On another phone call, the person I spoke said she arranged a delivery within 3-4 days - it never arrived. Or I would be told they cannot confirm if the booster has been sent or if it will be sent indeed. I was telling them I need to know within the first 14 days because if I do not get the booster I will have to cancel the contract.

Still waiting, I called today and after discussing this for ages, I was told that I do not qualify for a free booster, and that I would have to pay £100. When I said that this was not what I agreed on prior to accepting the offer and that I will want to cancel the contract, they said that I would be changed for that because it is after the first 14 days. I then said that I was trying to get a confirmation that I will get a booster within the first 14 days but I was not given an answer, so it is not my fault, but to no effect.

So basically first they promise something, then we agree on a new contract, then they do not deliver, and they say I am bound by contract. This is unprofessional, disrespectful and illegal. I'm asking if anyone knows if/how I can proceed with this? Ideally I'd like to get the booster for free, as promised, but if they insist not, I want to see how I can get the contract cancelled without being charged. I also think I have good reasons to ask for compensation. Any feedback or suggestions would be really appreciated.

Best
ARis

grumbler

You should have cancelled it instead of letting them giving you runaround. Now you have 3 options: 1. Manage without the booster. 2. Pay for the booster and keep complaining. After exhausting the internal procedure take the !!!!!!!s to the ombudsman. 3. Cancel the contract and pay the ETC under protest, then sue them via a small claims court (online) for this amount plus compensation. My apologies for the formatting. I was honoured to try the new disastrous forum design - that's what I am currently doing.

arism74

thanks a lot. I didn't cancel because I was told last Monday that a delivery had been arranged that would take 3-4 working days for the booster to arrive. In fact, the person I spoke to today confirmed this as he was reading my notes, and he said it's quite odd because on the one hand a delivery had been arranged, and, on the other, it was saying I'm not eligible for a booster. Doesn't the fact that I was given wrong/false information give me any legal grounding to either insist on a free booster or request a cancellation without the fee?

grumbler

This does give you the right. The only 'small' problem is how to enforce this right when Orange blatantly fob you off.

Buzby

Have you any proof whether by a recording you have made of calls, or in writing, that the booster would be supplied at no cost, or did you assume this?

Many assume the device will be gratis due to coverage issues, but it rarely is. Do also remember f this is a femtocel. (Not a booster) it effectively makes your flat a mink Orange base station, but it needs a BB connection to make it all work.

Without proof, you'll be wrung out to dry - and you should have done as you first planned, walk.

arism74

It is written on the notes on my record that they have that we agreed on a booster - unless they change the notes??. Orange say they record conversations as well, so not sure if that phone call had been recorded.

I am aware of how the booster works and I do have a BB connection at home that supports it.

arism74

grumbler wrote: »

you have 3 options: 1. Manage without the booster. 2. Pay for the booster and keep complaining. After exhausting the internal procedure take the !!!!!!!s to the ombudsman. 3. Cancel the contract and pay the ETC under protest, then sue them via a small claims court (online) for this amount plus compensation.

If I go for option 2, should I keep them informed on how I intend to proceed, or just accept the payment without saying anything about involving the ombudsman, then proceed to do so? Sorry, I've never had to deal with this sort of situation, so I'm not sure if there is a specific procedure to follow

grumbler

Yes, tell them that you are going to follow their formal complaints procedure. This procedure does stipulate getting the ombudsman involved if you can't come to the agreement.