Orange - changing service plan

Degeneratemoo

Hi,

My girlfriend has been having a bit of trouble with Orange recently. She was on the Panther 45 (£45) but was not using anywhere near the allocated free minutes per month and was thus wasting quite a lot of money.

She contacted Orange and asked if she could change the service plan to a cheaper one (she knows that another person definitely has done the same) and was told no FOUR times before getting in touch with a customer services member who said that it could be done but only in stages with one step down allowed each month.

They changed at that time to Dolphin 40 and said to call back this month to drop down again to the wanted service plan, Dolphin 35. She got a text saying that their systems were down but if she called they would drop down to the next level. Upon calling she was told that they weren't allowed to do this!

Now, between last month and this my GF has spoken to 4 different people at Orange and each has said that they could make the change and there are notes on her account to reflect that but the person she spoke to today flat out said no saying their computers wouldn't allow it to be done and migration rules forbid the changing of tariff etc etc. My GF asked to speak to a supervisor and was told she couldn't, she said she wanted to make a complaint and was told (and this is unbelieveable) that Orange don't allow customers to make complaints!?

Legally where does she stand? There's 5 months left on the contract so we're talking about £50 over that time. Also what is the best way to get this sorted since "orange don't allow complaints"...

Thanks!

DG

Millionaire

I thought you can only downgrade your contract every 6 months on 12month contract and 9 months on a 18 month contract.

How long ago did you downgrade to £40?

Degeneratemoo

Well it was last month as they said she couldn't jump 2 grades down in one go, *but* they promised her that the following month she could drop the following grade from Dolphin 40 to Dolphin 35 and FOUR different people said that.

Millionaire

Degeneratemoo wrote: »

Well it was last month as they said she couldn't jump 2 grades down in one go, *but* they promised her that the following month she could drop the following grade from Dolphin 40 to Dolphin 35 and FOUR different people said that.

Ring them up again and tell them to downgrade and see what they say. They should be able to set it for the next bill date and obviously this time you will get a different representative over the phone.

ch0ccy

Millionaire wrote: »

I thought you can only downgrade your contract every 6 months on 12month contract and 9 months on a 18 month contract.

How long ago did you downgrade to £40?

That's just the first time they allow you to downgrade your tariff iirr; after 6 months if you're on a 12 month contract and 9 months if you're on 18 month. After that you should be able to downgrade whenever you want, however I'm not sure whether they let you downgrade more than 1 price band at a time.

You really shouldn't have any problems in asking them to downgrade you if you're in the last 5 months of your contract, ring them again and if they refuse to do it ask to speak to a manger.

Degeneratemoo

We'll be calling back tomorrow, as I said in my previous post, the request to speak to a supervisor was denied...