Orange refusing to let me terminate contract

amz84uk

I've been with Orange for just over 3 months now, and use the call forwarding number 079785 to make free international calls. Orange has changed their T&C's and from 15 Dec, these calls will be chagred 20p per min;

http://www1.orange.co.uk/termsupdate/

Anyway, I phoned Orange today and spoke to a guy called Lee in the Disconnections Dept. He was really arrogant and refused me to leave Orange because I hadn't used the call forwarding number enough. He quoted me that the change was not more than a 3% increase in my calling costs, so I could not leave. I asked where in the T&C's it said 3% and he simply didn't know because he "didn't have a copy of the T&C's available".

I asked him for Orange Customer Care number, so I can put the request in writing, and he refused saying he won't give it because I am not eligible to disconnect until my 18months are up. He started questioning which other network would allow me to use 079785 numbers free (which is none of his business), and I told him that I wanted to disconnect because of the fact Orange changed its T&C's - which I believe I'm rightly allowed to do so.

Anyone here know what I can do? I've emailed Orange via their website just now outlining this. Is it normal Orange practice to keep customers tied into contracts, even after they change their own T&C's?

Any help appreciated... thanks.

Human_Writes

Thats the terms of your contract regarding disconnecting if Orange changes its prices.

4.3 terminating your Contract because Orange has changed its terms

You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:

4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period;

It says you can only disconnect if they have increased your charges by more than a set amount, which is the all items index of retail prices, if are stating that this change doesn't take your charges above that amount then they can refuse to cancel your contract and you can't do anything about it.

amz84uk

15 CHANGES TO YOUR CONTRACT
I'm arguing based on the Clause 15.1 of the contract. Will wait to see what Orange have to say, otherwise will have to refer it onto OFCOM to see if they can advise.
15.1we reserve the right to make changes to your Contract
When you Register you are asked to choose a Service Plan and to indicate which Orange Additional Services you require. You may switch to a higher Service Plan at any time. You may switch to a lower Service Plan as often as you like after 6 months following your Connection to the Network, unless otherwise stated. In the event you do switch Service Plan and add to or cancel Orange Additional Services you must give us not less than 10 days notice before your Billing Date (subject to the terms of any promotional offers you have accepted). We do, however, reserve the right to vary the terms of this Contract from time to time and to make changes to your Service Plan. We acknowledge that if we do increase the Charges, withdraw Orange Additional Services or introduce new mandatory Charges - or if your contractual rights are affected to your detriment - you may terminate your Contract in accordance with Condition 4.3. If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).

KeithP

Looking here ===>>>
http://www.avforums.com/forums/showthread.php?t=640417
it seems like the change is effective from 15th December.

I would suggest that you start using these numbers heavily before 15/12. Then you would be able to claim that they were removing a facility that you used. If you never use these numbers this change will not affect you will it?

Already a lengthy thread here ===>>>
http://www.hotukdeals.com/forums/showthread.php?p=1124990

If you don't complain within 30days(?) then you are deemed to have accepted the revised terms.

dmg24

KeithP wrote: »

Looking here ===>>>
http://www.avforums.com/forums/showthread.php?t=640417
it seems like the change is effective from 15th December.

I would suggest that you start using these numbers heavily before 15/12. Then you would be able to claim that they were removing a facility that you used. If you never use these numbers this change will not affect you will it?

Already a lengthy thread here ===>>>
http://www.hotukdeals.com/forums/showthread.php?p=1124990

If you don't complain within 30days(?) then you are deemed to have accepted the revised terms.

They will probably average the usage over the term of the contract so far.

A 3% increase is not excessive.

Quentin

dmg24 wrote: »

A 3% increase is not excessive.

As the RPI inflation rate is only at 2.1%, how do you reach that conclusion?

System

They will be altering your contract to your detriment:

By taking away numbers that used to be free, your costs could potentially rise 100%, its not really that relevent that use used them or not.You took out the contract on the basis that these numbers are inclusive and you could call them for no additional charge.

Telecom companies will try to fob you off, its in their nature.
Call back, and tell them you consider it to substantial change, and be an increase of your inclusive minutes x 20p.

If they persist, ask them for a 'deadlock letter' as you wish to refer them to CISAS at their cost - it would cost them around £350-£400.

Good Luck!

amz84uk

Heng_Leng wrote: »

They will be altering your contract to your detriment:

By taking away numbers that used to be free, your costs could potentially rise 100%, its not really that relevent that use used them or not.You took out the contract on the basis that these numbers are inclusive and you could call them for no additional charge.

Telecom companies will try to fob you off, its in their nature.
Call back, and tell them you consider it to substantial change, and be an increase of your inclusive minutes x 20p.

If they persist, ask them for a 'deadlock letter' as you wish to refer them to CISAS at their cost - it would cost them around £350-£400.

Good Luck!

Thanks for that Leng. I've been advised to request a "deadlock letter", but feel that Orange will fob me off with this aswell. Don't really think that the muppet operator will be bothered whether or not Orange pay the £350-£400 costs to CISAS though. What frustrates me most is how he was questioning me which network I would move to, as all the networks barr the use of such numbers within their inclusive minutes (which was none of his business).

Quentin

You need to send your cancellation to them in writing, stating the reason, and quoting the relevant condition you are cancelling under.

Then if they refuse to let you leave without paying the termination fee, write and ask for the deadlock letter for CISAS.

aamir03

I contacted Orange today and have cancelled my contract with them (sim will become inactive by Monday). I told the representative that as the 079785 numbers will become chargeable from 15 Dec i want to cancel my contract as Orange are altering my terms and conditions. After putting me on hold for short while they agreed to cancel my contract with immediate effect. Maybe because i have just a little over 3 months left on my contract they agreed to cancel my contract, but this will save me approx £110, so i'm pleased.

System

Quentin wrote: »

You need to send your cancellation to them in writing, stating the reason, and quoting the relevant condition you are cancelling under.

Then if they refuse to let you leave without paying the termination fee, write and ask for the deadlock letter for CISAS.

I think that this might be a good approach as you seem to be (understandably) frustrated with an over the phone approach.

Good Luck!

HL