EE not recognising the first 6 months of an Orange contract

Creamy_Goodness

Hi, I was wondering if anyone had any advice or experience dealing with phone contracts that transferred over from Orange to EE

My girlfriend got an Orange 24 month deal back in January 2013 but in July 2013 she got a letter and a new simcard saying that her contract had been handed over to ee as part of the merger. She rang up this month to upgrade her phone and was told that her contact does not end until July 2015 as her EE deal started in July 2013.

We have tried to explain and prove that the deal started in January but they are not acknowledging the Orange part of the contract. We then tried to complain and the best offer we got is they have cut her contact by 3 months as a goodwill gesture but that still means she cannot upgrade until the end of April.

Has anyone else been in a similar situation?

Collabora

Give EE execs a call on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday.

Silk

Creamy_Goodness wrote: »

My girlfriend got an Orange 24 month deal back in January 2013 but in July 2013 she got a letter and a new simcard saying that her contract had been handed over to ee as part of the merger. She rang up this month to upgrade her phone and was told that her contact does not end until July 2015 as her EE deal started in July 2013.

What reason did Orange give as to why they had to transfer the contract to EE ?

Collabora

Yes what was the reason behind this, as i had an Orange contract and it was only when my contract was near the end of min. term a notice on my online account asking if i wanted to upgrade to EE. i never got any letter or sim telling me that had moved me over.

Creamy_Goodness

Silk wrote: »

What reason did Orange give as to why they had to transfer the contract to EE ?

They didnt, she just got a letter from EE in July saying her contact had moved over and the letter included a new EE simcard to replace her old orange one.

Silk

Creamy_Goodness wrote: »

They didnt, she just got a letter from EE in July saying her contact had moved over and the letter included a new EE simcard to replace her old orange one.

Doesn't sound right ....do you still have the letter?

chanz4

me thinks she agreed to it

Creamy_Goodness

Silk wrote: »

Doesn't sound right ....do you still have the letter?

Yup. Just says Welcome to EE at the top and then just says "your orange account has transferred to EE" then goes on to talk about how to change the sim card.

Collabora

Creamy_Goodness wrote: »

Yup. Just says Welcome to EE at the top and then just says "your orange account has transferred to EE" then goes on to talk about how to change the sim card.

I think she's not told you everything, they would not do this as Orange is still an active provider under the EE banner, just like T- Mobile.

She must of requested the upgrade to EE, by clicking a link or responding to a text/email

Silk

Creamy_Goodness wrote: »

Yup. Just says Welcome to EE at the top and then just says "your orange account has transferred to EE" then goes on to talk about how to change the sim card.

So long as it says the account has been transferred and there is no mention of new contract or links to new T&C's you will be ok
Copy the letter and send it with letter explaining it was an account transfer from Jan 2013 and request the upgrade or you will close the account penalty free.

Creamy_Goodness

Silk wrote: »

So long as it says the account has been transferred and there is no mention of new contract or links to new T&C's you will be ok
Copy the letter and send it with letter explaining it was an account transfer from Jan 2013 and request the upgrade or you will close the account penalty free.

Yeah I have all of the letters and there is no mention of a new contract at all and she says she never agreed to anything as they never spoke to her about it. We just got the new sim and that was that.