Mobile Cashback problems - Orange

Former_MSE_Wendy

This thread is specifically to discuss offers and discounts from Orange in relation to the


Mobile Cashback Help article



To discuss or ask a question about this article: click reply

monsieur_epargnant

Oh dear! After about 40 minutes on the phone I haven't got much to report here.

Orange were only prepared to reduce my £40 Canary plan to the £30 Canary plan.

My circumstances are quite unique probably (for reasons I'll keep to myself) and I explained the reasons to them. Still they registered my problem (that I can't afford to pay AT ALL) for a contract that they have already received around £200 of my teeny budget. 'They'll see what they can do for me'.

I trusted CNM as reputible otherwise why would a company like Orange be dealing with them at all. Isn't it absolutely flipping hilarious (!) that when schemes like this fail huge companies will 'see what they can do' and attempt to distance themselves despite agreeing to have trading agreements with CNM in the first place. Not very honourable!

I wrote to Watchdog and my MP last week and I urge the rest of you to do the same.. please!!

Katie-Kat-Kins

How long have you been on your contract? They will downgrade you after six months as standard irrespective of the cashback problems.

It might be worth writing to someone more senior and explaining the situation and making the same points as you make in your post to see if they will offer you any further help, often the higher you go the more power they have to make better deals.

You are relying upon their goodwill though so try to be nice and not confrontational. Keep up with the letter writing, I've been stung by Fusion refusing to pay, and have been on to trading standards so far, next steph the MP and watchdog!!

Katie-Kat-Kins

If you have a cashback mobile, regardless of any problems you have had to date, sign the petition and tell everyone you know about it. It affects everyone with one of these deals!!

FF99

Any positive experiences of Orange downgrades being permitted ?

How does the 6 month downgrade option work ? Can the change be made over the phone and exactly at what point does the notice need to be given ?

reehsetin

if its an 18m contract then it can only be changed after 9months and they only let you downgrade one tier e,g, 35 to 30.

You will not be able to switch to a lower Service Plan for the first 6 months of a 12 month contract, the first 9 months of an 18 month contract or the first 12 months or a 24 month contract. After the first 6, 9 and 12 months, as appropriate, you may switch to the next lowest value Service Plan once only for the remainder of your contract term. You are able to switch to an equivalent or higher Service Plan at any time.

http://shop.orange.co.uk/shop/terms#tempestpackages

FF99

Just a bump to see whether anyone had succeeeded / failed with Orange ?

Faz

Just adding my bit here, I was able to get my lines reduced to the minimum tarriff which is £25 a month. My original tariff was £40 a month and I had multiple lines.

I was initially told by Orange I wasn't allowed to downgrade early even though I was affected by a cashback deal 'scam' and it took persuasion on my side for them to admit they were letting customers downgrade to the cheapest package early.

EddieH123

I bought two phones from The Mobile Outlet on Canary 40 last June, with 100% cashback being offered. I have sent in my claims excatly as requested but have yet to see a penny of the £560 currently owed to me. TMO ignore my letters, keep you on hold for at least 30 minutes before answering their premium rate (0870) numbers and the email address quoted on their documentation doesn't exist. I did get one email from them stating that rather than the 28 days delay before payment of my cashback I was now going to have to wait around 45 days!!! Orange slope shoulders saying that they have no control over third party providers, who in this case they are still dealing with, but will consider reducing my plans.

mcmanlyn

EddieH123 - you probably want to check the rather lengthy Mobile Outlet thread for the bad news!

twjnorth

Hi All - I have a cashback deal with Orange through the mobileoutlet that was never paid.

I phoned Orange Customer Service and spoke to a normal operator to ask to downgrade the service, explaining about the cashback company going into administration) and they said i could only move me down one tariff due to the contract between the cashback company and Orange (from £40 a month to £35 a month).

I wasnt happy with this so phoned back again and went to the "If you e thinking about leaving Orange" option as usually these operators have more power in what they offer. I again explain about mobile outlet and again was told again i could only downgrade one lever to the £35 a month tariff.

I then went online to the orange website (you need to setup a free account with them using your mobile phone number) and noticed the "Best Plan" option which says after six months, all customers can select the best plan based on their phone usage.

I clicked best plan and it said the best tariff for me was £25 per month and gives you a button to click to implement the change. Clicked it and just checked online today and my next bill is charged at £25 so best advice is dont bother with Customer Services, if you've been connected for 6 months and are a low use user, just downgrade via the website.

If you do go to customer services, just ask if you can change your phone plan and dont mention mobile outlet at all as this seems to invoke no sympathy and then restricts what they offer.

Hope thats helpful.

Trevor.