Problem with One Stop Phone Shop

nellietheel

I took up an offer from One Stop Phone Shop back in April. The deal was a 12 month contract with Free Phone, 100 free minutes & texts per month, and 12 months free line rental, claimed back in instalments.

I received the phone, inserted the SIM card and when I tried to use the phone was automatically directed to Orange registrations. To cut a long story short, Orange told me the phone had been registered with a different number to the SIM card I received, and I've been trying since 14th May to get OSPS to sort it out. Numerous emails and phone calls later, the latest piece of 'advice' from their Customer Services was to request a duplicate SIM card from Orange for the registered number. Orange of course, have advised me they cannot issue a duplicate card and it's up to OSPS to send me the right one.

I am at the end of my tether and am looking for advice on how to proceed. My last letter to Customer Services included a paragraph on how they are required, under Consumer Law, to provide goods that are fit for purpose and they haven't. I have today sent an email telling them that if the problem is not sorted out within 7 days, I am sending everything back and terminating my contract, but I'm not sure if I can actually do this? I am being billed monthly from Orange and pay by Direct Debit.

Any advice would be greatly appreciated.

grumbler

nellietheel wrote:

I received the phone, inserted the SIM card and when I tried to use the phone was automatically directed to Orange registrations. To cut a long story short, Orange told me the phone had been registered with a different number to the SIM card I received...

It is not clear from your post what actually happened. AFAIK you register sim-card, not phone with a network.

OSPS CS is crap. After cancelling and altering my online order a few times they finaly maneged to add a number to my account with Orange corresponding to a phone and a sim-card that had never been sent to me and had not been activated. Three months I paid monthly rent to Orange by DD (for some reasons I couldn't cancel it) for non-existing number and called OSPS 2-3 times per week. Only when I added pressure to Orange the number was removed from my account at last and money refunded. Orange have Dealer Support department. Try to get it involved. Also you can call OSPS 01270 504400 instead of 0845... to save money on calls.

nellietheel

Thanks Grumbler.

It sounds like the same thing happened to me as to you - they have registered a phone number which did not match the SIM and has not been activated. When I contacted Orange and quoted the SIM number from the box, they told me it was registered to someone else and eventually traced one in my name.

A guy called John from OSPS Customer Services contacted me last week and gave me his direct line number, which I was able to contact him on last Friday. However, when I rang it from home today it came up unobtainable? I'll use the one you've posted here tomorrow if I can't get through on his number. I've paid 2 months to Orange, and John has advised me to send in copies of the 2 bills received so far, to confirm no calls/texts have been used. This was because I demanded compensation for the loss of 2 months service.