Orange Retention Offers

cashcans

I have to agree about the comments about try, try and try again (until you get a helpful member of staff). My contract expired last Friday, up until then I couldn't get a price plan much below £20 a month (previously on £25 a month), however I tried, not a very profitable user according to one of their supervisors. So I duly requested my PAC code, received it yesterday and rang back (0800 number included on the letter). Bingo, a bit of haggling then......450 mins / 250 texts, data bundle and a new K810i (fine for what I need) for £12.50 a month on an 18 month deal and no fighting for cashback elsewhere, that will do for me!

Toontastic_2

Hey all new to the forum.

I have been working in Orange retentions for a few months and basically if u r threatening to disconnect we have to use our system which gives a set number of loyalty points (rangeing from 0-500) based upon average spend, per month. Each point = £1 discount, so an 18 month £10 discount = 180 points.

We are trained to offer deal using lowest amount of points/ match opposition companys offer, then work up to final deal.

It is only possible to upgrade in the last three months, where the remaining time rolls over unless you are band 5 where you can upgrade any time by paying the upgrade fee (which ranges from 300pound to 100pound )depending on what month of the contract you are in. If you are band 5 and pay this your contract will not roll over, but basically no loyalty points will be available so it isnt reall worth uprgrading early.

Also it takes into account what month of the contract you are in and a few other factors (ie if your account has been creditted by orange due to a dispute/ mistake, it lowers your points) and an 18 month contract carries more points than a 12 month. Also the more points you have the cheaper the handsets show up on our system aswell.

You have your highest points value after the end of your contract and if you do upgrade before the end the remaining time is added to the end of your new contract, this is not always made clear! This new rule only started in feb so if you upgraded before then, well done!

If you are upgrading to a new tariff it uses up loyalty points (only since march) so the best tactic is to stay on the same tariff and either get discount or we can add loyalty mintues/ texts equal to what you currently have.

So for example if you are currently on a 12 month contract 300mins 100texts for 20 pound a month, we could offer to add, say 300 mins 100 texts and discount 5 pound off a month.

The loyalty points can be used to either:

Discount the handset, move to a new tariff including all orange tariff+ special retention tariffs, add credit to 1st bill, add monthly discount, add minutes, texts, or get a free accesory, posted out within 28 days(memory cards, in car sets, or sometimes a gift such as at the moment an ipod touch 8gb)

Typically a low band customer at the end of a contract will have 200 points, 100 before the end.

A high band customer will have 400+ points at the end and 200+ leading up to the end.

Its always best trying to stay on the same tariff with discounts/ extra mins/texts rather than moving to a new tariff. For example if u r on the 500mins unltd text deal for 35 pound a month and have been spending say 45 pound a month , you could potentially have 400 pooints so stay on the same deal and get 20 pound off a month- 20 times 18 = £360 = 360 points!

As I said you are not guaranteed a large number of points if you have been pending alot as the system uses other things to determine amount of loyalty points (as i said if u have been goodwill creditted u are in trouble!) Also Eq tariffs and virgin tariffs/ everyday tariffs have no points on them so ur best off getting a new number and starting again.

Finally if you have had an existing loyalty bonus we cant always match it as we can only add minutes/ texts equal to what you have at the moment for your standard tariff.

So anyone with the old 2000mins/text bonus dont expect to keep it as orange has shot itself in the foot here. When your contract finishes, you loose it, so if u try and get a new deal we are inevitebly not going to match it, but always remember its best not leaving because most of orange retentions deals are alot better than what a new customer for any company could get.

So even if you have the 500mins unltd text deal with 2000 minutes loyalty for 35 pound a month. Its alot better getting 1000 minutes(as we can add up to existing minutes) unltd texts for 30 pound a month with a free phone than alot of new deals.

Oh and one final point, try and bargain for more minutes/ texts/ free phone/ free accesorys rather than a massive reduction in your monthly bill as when you come to upgrade next time you will have hardly any points as higher monthly spend = more points = better value for orange!

Hope that helps people even though it is a bit long winded!

Have fun...

shellsuit

Thanks for the advice Toon, I'll ring tomorrow and test the water!

P.S. Welcome to MSE!

razor25

Hi,
I have just been offered as an upgrade 600 mins and unlimted texts and free Samsung G600 for £25. I also get to keep my free broadband. Was hoping to get this for £20 per month. Do you think this is possible? I am currently paying £30 for 350 mins and 200 texts.

jonspurs

Cheers Toontastic!
Quick question - I haven't upgraded my phone for 2 years now on £25p/m, in some cases it went £50, so I guess I must have a lot of points? I was going to try and get the TYTN 2 but heard the Nokia N82 and N95 8GB will be released soon, any idea when?

Thanks for your time!
Jon

aamir03

Hi,

My wife upgraded her contract recently and got the Nokia 6500 classic, 600 mins and unlimited texts for £20 per month (18 month contract). Previously she was paying £30 per month for 250 mins & 250 texts, so she's happy with her new tariff & handset.

Tom_Saunders

Toontastic wrote: »

Hey all new to the forum.

I have been working in Orange retentions for a few months and basically if u r threatening to disconnect we have to use our system which gives a set number of loyalty points (rangeing from 0-500) based upon average spend, per month. Each point = £1 discount, so an 18 month £10 discount = 180 points.

We are trained to offer deal using lowest amount of points/ match opposition companys offer, then work up to final deal.

It is only possible to upgrade in the last three months, where the remaining time rolls over unless you are band 5 where you can upgrade any time by paying the upgrade fee (which ranges from 300pound to 100pound )depending on what month of the contract you are in. If you are band 5 and pay this your contract will not roll over, but basically no loyalty points will be available so it isnt reall worth uprgrading early.

Also it takes into account what month of the contract you are in and a few other factors (ie if your account has been creditted by orange due to a dispute/ mistake, it lowers your points) and an 18 month contract carries more points than a 12 month. Also the more points you have the cheaper the handsets show up on our system aswell.

You have your highest points value after the end of your contract and if you do upgrade before the end the remaining time is added to the end of your new contract, this is not always made clear! This new rule only started in feb so if you upgraded before then, well done!

If you are upgrading to a new tariff it uses up loyalty points (only since march) so the best tactic is to stay on the same tariff and either get discount or we can add loyalty mintues/ texts equal to what you currently have.

So for example if you are currently on a 12 month contract 300mins 100texts for 20 pound a month, we could offer to add, say 300 mins 100 texts and discount 5 pound off a month.

The loyalty points can be used to either:

Discount the handset, move to a new tariff including all orange tariff+ special retention tariffs, add credit to 1st bill, add monthly discount, add minutes, texts, or get a free accesory, posted out within 28 days(memory cards, in car sets, or sometimes a gift such as at the moment an ipod touch 8gb)

Typically a low band customer at the end of a contract will have 200 points, 100 before the end.

A high band customer will have 400+ points at the end and 200+ leading up to the end.

Its always best trying to stay on the same tariff with discounts/ extra mins/texts rather than moving to a new tariff. For example if u r on the 500mins unltd text deal for 35 pound a month and have been spending say 45 pound a month , you could potentially have 400 pooints so stay on the same deal and get 20 pound off a month- 20 times 18 = £360 = 360 points!

As I said you are not guaranteed a large number of points if you have been pending alot as the system uses other things to determine amount of loyalty points (as i said if u have been goodwill creditted u are in trouble!) Also Eq tariffs and virgin tariffs/ everyday tariffs have no points on them so ur best off getting a new number and starting again.

Finally if you have had an existing loyalty bonus we cant always match it as we can only add minutes/ texts equal to what you have at the moment for your standard tariff.

So anyone with the old 2000mins/text bonus dont expect to keep it as orange has shot itself in the foot here. When your contract finishes, you loose it, so if u try and get a new deal we are inevitebly not going to match it, but always remember its best not leaving because most of orange retentions deals are alot better than what a new customer for any company could get.

So even if you have the 500mins unltd text deal with 2000 minutes loyalty for 35 pound a month. Its alot better getting 1000 minutes(as we can add up to existing minutes) unltd texts for 30 pound a month with a free phone than alot of new deals.

Oh and one final point, try and bargain for more minutes/ texts/ free phone/ free accesorys rather than a massive reduction in your monthly bill as when you come to upgrade next time you will have hardly any points as higher monthly spend = more points = better value for orange!

Hope that helps people even though it is a bit long winded!

Have fun...

Many thanks,.

razor25

aamir03 wrote: »

Hi,

My wife upgraded her contract recently and got the Nokia 6500 classic, 600 mins and unlimited texts for £20 per month (18 month contract). Previously she was paying £30 per month for 250 mins & 250 texts, so she's happy with her new tariff & handset.

aamir - thanks for the info - this is the offer I am hoping for but so far they have only offered me it at £25 per month. I will try and get them down to £20.

mr_asbestos

razor25 wrote: »

Hi,
I have just been offered as an upgrade 600 mins and unlimted texts and free Samsung G600 for £25. I also get to keep my free broadband. Was hoping to get this for £20 per month. Do you think this is possible? I am currently paying £30 for 350 mins and 200 texts.

I joined Orange as a new customer in September 2007 with the above deal, so in my opinion, you have not been offered an amazing retention deal.

As a small aside, if you pick the Samsung G600 handset and would like to unlock it, DO NOT use the #*7337# code as suggested on some forums! This performs something called an EEPROM reset, and although the handset will switch on and load with SIM cards from other providers, the handset's IMEI is reset to sixteen zeros - i.e. the handset loses its unique identification number. Consequently, the usage of an O2 and Vodafone SIM card will result in 'limited service' - i.e. no signal. This is possibly due to the fact some network operators perceive a handset with a 'blank' IMEI as a stolen phone.

Instead follow the steps in this post from GSM-Forum.

EDIT: If you do not currently get charged for text message delivery reports, it is quite likely that after upgrade, you will be charged 1p for each one received.

aamir03

razor25 wrote: »

aamir - thanks for the info - this is the offer I am hoping for but so far they have only offered me it at £25 per month. I will try and get them down to £20.

Razor25 - Originally they were also offering my wife this tariff for £25, but she contacted them again whilst in the last 7 days of her contract and they offered her the tariff for £20. So best to keep calling them and the closer you are to the end of your contract the better bargaining position you'll be in.