PAYG to Contract - Help

martynonthemove

In the last few days I changed my PAYG phone with Orange into a contract with Orange getting a new Orange SPV C500 phone in the process, but keeping my old telephone number. Over the weekend I have found that I don't like this phone, it's not very user friendly, and wish to change it to another. I asked today if I could do this, but Orange have told me that as it's not a new contract, but an upgrade, they won't let me. As far as I am aware being on PAYG is not being on a contract, but they are insistent on this and say that my only option would be to buy the contract out at £180. I don't wish to cancel the contract, just change handset. Can anyone help my with the legalities of this and my rights - if any? Thanks. Martyn

gk172

I think theyve changed the selling rules over the past year, so i think it will really depend on how and where you done the upgrade, if you upgraded in store they should have told you whether you had 14 days to return it , they may have told you you cant return it, or if you upgraded on line then i think you do still have the 14 days and just keep phoning till you get someone who will listen.

Where did you do the upgrade? as i know when i took my orange contract with the buyback handset (£50 credit) they told me i couldnt 14 day the handset so i spent about an hour playing with both i was considering.

And if ive missread you question and you upgraded your payg phone and they gave you a subsidy of £180 off the phone then i believe you cannot 14 day a payg phone once its been activated. Have you signed up to pay your bill monthly? or will you still be topping your phone up?

martynonthemove

Thanks for your help gk172.

I bought the phone in store changing my PAYG Orange to contract Orange, but was not told explicitly that I had no recourse, although it was written in biro on the contract as "no 14 day return".

Since posting this plea I've spoken to numerous people that have told me that I could change the phone to the one that I would like, but no-one is taking responsibilty for doing this - or taking the "financial hit."

It's disappointing because I had been happy with Orange on PAYG, and only changed because my handset broke and I needed a new one. It's also frustrating phoning them and being told by the recorded voice that they are comitted to offering "excellent customer service"

qasdfdsaq

I seem to get the idea that you would indeed not be able to return the phone, so I guess you next option would probably to sell the handset on Ebay or so and buy a different one yourself.

GLXTURBODIESEL

I am not 100% sure on this, but i cant see how changing from payg to pay monthly is a n upgrade.
check with cab and trading standards etc, but one thing is for certain, if you are eligible to cancel or change the fone or wotever, it would definately have to bee within the first 14 days. you must act quickly on this one!

james123

i'm afraid you will not be able to change the phone, however dont be too quick to sell it, it is actually a really good handset once you get used to it, try logging onto https://www.coolsmartphone.com which gives you loads of programs and bits and pieces you can load onto it, although the handset is fiddley to start with, once you get the hang of it, it is a fantastic piece of kit, i've got the older model, the spv e200 and couldn't live without it now. the built in mp3 player (windows media 10) and msn messenger are great, if you need any advice on using the handset(i.e getting better ringtones etc, or how to set up your email on your phone) give me a shout, will be happy to help!

gk172

Did you hand back in your handset? If so make sure you get the £50 credited to your bill.

martynonthemove

I'd like to thank everyone for their help with my query.

The current state of affairs is that Orange are doing nothing, and Trading Standards and Ofcom say that they quite within their rights to do so. I have, however, sent a letter to their complaints department, so maybe some top brass will intervene. As James123, says it may be best to learn to love my phone.

I have found that there is a fault on the phone, I am unable to change the time and date, so I am also having to have this looked at.

I'll put a reminder into my the calander of my SPV C500 and I'll update you all in the near future (lol).

All the best.

Martyn