Orange Say I'm on an 18 month contract. I say I'm not.

Aluminium_2

I'm on my third contract with Orange and my phone (a nokia 6280) is really on its last legs, it constantly turns itself off, locks up, doesn't tell me when I've got answerphone messages, all kinds of very annoying faults that make it unreliable and frustrating.

I contacted Orange when my 12 months was up and asked to upgrade to which they replied I still had 6 months to go, I said I didn't understand how this would be the case since I had had the phone a year now.

I was told that I had agreed to an 18 month contract when I took my last upgrade / change of tariff. I told them that I hadn't recieved any notification of this, in particular I remember thinking about the length of contract and how I only wanted a 12 month one. Nothing was said about the length and given that the previous two contracts I'd entered into were 12 months long I don't think it's unreasonable to think that the renewal would also be of 12 months in duration.

When I questioned this I was told that Orange make recordings of calls so there'll be a record of this. I asked for a copy of the recording and was then told that I would have signed something on receipt of my new phone, again I asked for a copy of this.

I was fobbed off and told that there was nothing that could be done for me, aside from wait 3 months and then pay £100 to receive my next upgrade. When I asked to speak to someone senior I was told that there wasn't anyone available.

I sent an email to their customer support address detailing what had happened and recieved a reply saying that Orange were unable to deal with such problems via email and that I should call customer support on the same number I had used earlier.

Any idea what I can do now? If I have agreed to something and they can prove it, through either the aforementioned recording or signature then I've no problem in honouring the contract but I'm certain I haven't agreed to an 18 month contract.

I'm more than a little annoyed about this but I don't know what to do next.

Adzha

Phone and ask for someone senior or write to them

espresso

Try emailing executive.office@orange.co.uk with your problem. Usually works.

custardy

that is somthing to watch.by default orange(all networks i assume) offer an 18 month contract.on my last renewal i had to haggle hard to get the phone/tariff i wanted on a 12 month.
even when i aranged it and got the paperwork out it said 18 months so i had to call again.
strangly i got a call from orange the other day about upgrading early? its only a £30/montth contract with no big spending. made me wonder if they are losing customers as ive never been called about an early upgrade in over a decade on orange.

chocolatechipcookies

Do you have your contract? If you signed an 18 month, you're screwed. But if it says 12 months, you can stick it in their faces.

Aluminium_2

chocolatechipcookies wrote: »

Do you have your contract? If you signed an 18 month, you're screwed. But if it says 12 months, you can stick it in their faces.

I don't have anything, unfortunately. I threw the only documentation I got with the phone away a few months ago, annoyingly.

mumof2cuties!

hi there is this working