I've been an Orange customer for donkey's years and have always negotiated a phone upgrade at the end of the contract.
At the moment I'm on the Dolphin 35 package which I only pay £30(£5 loyalty discount). For that I get unlimited text and 600 anytime minutes. I currently have a Samsung D900. I sometimes pay extra each month as I use my phone abroad and these texts/mins are outside my plan.
My 18 month contract runs out on 2nd Oct 08 and I have set my heart on a Nokia N95 black 8g and wanted unlimited internet on the new phone. So today (27th August 0 I rang customer services to negotiate a new deal. I was informed if I wanted that handset then I would have to pay an additional £279.99!!!!
I was more than a bit shocked! Yes I know its an expensive handset but other networks offer them for free as well as a whole host of other phone shops. Most were offering me exactly what I wanted (ie free handset, unlimited texts, anytime mins, unlimited phone internet). I was flatly told NO I would have to pay and wasn't eligible for a free phone. I attempted to explain that some of the deals that were offered elsewhere were Orange as the network provider so if they could offer the deal why couldn't they. I was met with silence. I suggested that I should cancel my contract and open another one, which to me sounds just a bit daft? Am i genuinely asking for too much?? I suspect not, as others are offering it.
I asked to speak to someone else who might be a bit more flexible, but was told I either had to pay the extra for the phone or my other option was to disconnect and cancel my contract. I asked to be put through to disconnections and the customer service person said that I was already at that point and they could offer no more(not that actually offered me an alterative).
I'm more than just a little perplexed. I have asked them to do nothing until I ponder my next move. I may well just cut and run from Orange and get the phone I want. Am I being unreasonable?
I am in the process of taking orange to court over this delivery reports. One bill i had £28 of delivery reports. It was not in the Term's and Conditions that i agreed to that came with the Phone, and it was not sent with the Contract.
Orange have stated its on their website, i can't find it there, but nevertheless i did not agree to its website i agreed to the terms and conditions that were supplied with the phone.
It is up to orange to make sure if they have been updated and they have failed to do this, even i have asked them to send them to me on 5 different occasions.
The T&C's on the web aren't too easy to find, but you should take a look at:
The relevant information is in point 9: "Out of bundle texts will be charged at your Service Plan rate. SMS delivery receipts are charged at 1p (inc VAT) per message."
It's not easy to find but it is there.
Anyone who objects to them can simply turn them off. They aren't really all that vital are they? If you object to charges, you could speak politely to billing who may agree to remove the charges just once if you were caught unawares.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Sales also said that if you call the 07973 100 150 number and press # when the options come up to input your orange number it will take you through to a CS rep......I haven't tried it, but thats what they said.
You're welcome
I prefer the number I listed above, it's free, hehe. But I'll bare that other technique in mind and test it, might be useful.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Cancelled my contract in July and received a letter confirming that my contract will be terminated on the 12th August at the end of the 30 day notice period. Received a bill today (11th) which is charging me line rental for the period 5th August to 5th September for the two handsets on my contract.
Hi there
You will receive one final invoice on the 5th Sept, which will reimburse the line rental that you paid beyond the date you were cut off, ie everything after the 12th August. You can either wait 14days and our system automatically sends you a cheque to you for the amount you are in credit by, or you can call us on the 6th (day after your bill date) and request reimbursement through other means.
The bill system doesn't know you are going to disconnect you see, it only finds out once it goes to bill you and notices you disconnected on whatever date your line was terminated, so then it reimburses you. We keep it that way in case there are any excess call charges, ie you paid £25 too much line rental, but ran up £20 of call charges just before your line cut off. We'd just give you the £5 difference. Better for the business that way I guess.
Hope that helps you
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Unless we can see from your bills a large number of dropped calls due to signal problems, limited usage, or a history of issues reported in your area by yourself and other users, then it is unlikely you will be able to cancel your contract for signal issues. Your contract does state there may be issues with signal sometimes, and that we do not guarantee coverage indoors.
Hope you work something out.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
was just wondering if using 3g costs more than using data browsing.
im payin the 7.50 bundle
is 3g included in that?
or is it extra cost?
cus ive put my network settings to gsm and 3g as opposed to just gsm.
will that cost more?
i dont understand this kinda stuff and i cant find anythin on the orange website to help me.
Good luck cancelling that without having to pay the monthly line rental for the remaining bit of your contract. I assume you are on an 18 month contract. My advise, call disconnections and speak nicely to the customer services advisor you get. I think they are based in the UK rather than India so easier to talk to and are very helpful.
im on dolphin 35 and im only 9 months through and im unhappy with it. i get limited signal,which im surprised about.
i was wondering if i chose to cancel it would i have to pay the remainder of the contract off or is there anyother way around it.
or would i be able to transfer the contract to my sisters name and details as she is willing to go on contract.
Hi, my girlfriend is in the bahamas and i can not get threw to her! we are both from the UK and she has a UK phone with her... when she was in florida it worked fine, but since she is on the cruise it has not been possible to get threw to her! shes on Orange
i am wondering if anyoe knows if english phones work in bahamas etc...
Could do with a bit of advice, especially if there are some Orange employees here.
Cancelled my contract in July and received a letter confirming that my contract will be terminated on the 12th August at the end of the 30 day notice period. Received a bill today (11th) which is charging me line rental for the period 5th August to 5th September for the two handsets on my contract. I understand that calls are billed in arrears (no problem there) and line rental is billed in advance. But, how can I be billed for line rental for ther period 13th August to 5th September when Orange have terminated my contract and are not providing me with the service????? This just seems completely wrong to me.
Called customer services. The guy I spoke to in billing was nice enough so I not complaining about him in particular. However, call went something like this;
Me: Explained the situation above five times.
Orange: I've accessed your bill sir. We charge line rental 1 month in advance.
Me: But my contract ends on the 12th August so you should only charge me for line rental up to that date (7 days).
Orange: We bill line rental 1 month in advance.
Me: My contract ends on 12th August, not the 5th September?
Orange: But we bill one month in advance automatically.
Me: Contract ends on the 12th.
(this goes on for about ten minutes. Customer service advisor finally agrees I should be billed for line rental upto the end of my contract on the 12th)
Me: So can you issue me a revised bill with the correct line rental?
Orange: No, we can't issue a revised bill.
Me: Why?
Orange: I don't have that information.
Me: Who does?
Orange: I don't have that information.
Me: Is there somebody I can speak to who can help.
Orange: I don't have that information.
Me: Can you tell me how much 7 days line rental is and I'll happily pay it along with the call charges?
Orange: I don't know that information.
Me: Can I speak to somebody that can help?
Orange: Try calling back after your contract has been terminated.
Me: How am I supposed to do that? My phone will be disconnected wont it?
Orange: (long pause) Yes.
Me: I'm not having a go at you but basically Orange is charging me for a service it's not providing, yes?
Orange: (long pause) maybe you'll get a revised bill at the end of your contract.
Me: Can you give me a postal address for correspondance?
Orange: (lots of tapping on keyboard, gave address).
Me: Thanks for your help.
So here I am, none the wiser for half an hour talking to a customer advisor. I'm not paying for line rental past my contract termination date. Any advise???
Thankfully I managed to get through by calling Sales and asking them to connect me to billing - they did so and as you say they are still waiting to send the final bill after the 30 days is up, and will refund any credit due.
Sales also said that if you call the 07973 100 150 number and press # when the options come up to input your orange number it will take you through to a CS rep......I haven't tried it, but thats what they said.
I have had dealings with moorcroft in the past. They will send letters out making it sound that you are in deep trouble and you will get a knock on the door anyday from the bailiffs. They even sent me a card to say that the bnailiffs had been that day. Unfortunatly to them the postman handed me this card with the rest of the mail.
I sent them a nastly letter back stating that what they had done was an offence and it was against the Administration of Justice Act. I never heared anything else from them or for the debt!
_________________ I sell Orange everyday, along with other networks.
I am in the process of taking orange to court over this delivery reports. One bill i had £28 of delivery reports. It was not in the Term's and Conditions that i agreed to that came with the Phone, and it was not sent with the Contract.
Orange have stated its on their website, i can't find it there, but nevertheless i did not agree to its website i agreed to the terms and conditions that were supplied with the phone.
It is up to orange to make sure if they have been updated and they have failed to do this, even i have asked them to send them to me on 5 different occasions.
_________________ I sell Orange everyday, along with other networks.
I called orange customer servises last night to complain i was having threatening phone calls. They informed me it would be best if i changed my number.
They said that this would usually cost £10 but as this was the 1st time it had happened they would credit it back onto my account. They gave me a new number and i was informed that it would take 24hours to switch over.
Orange have cancelled my old number this morning and added the new number onto the account. When i use a different mobile to call the number it rings, but my mobile does not. Alarmly someone else answered the phone and they said that orange gave them that number last night too!
I have given my new number to a lot of friends and as i use the phone for work it has been logged with them too. This other bloke must be having hundreds of phone calls now! and i am loosing business.
It has also caused a major security threat with my business as the number is used for Alarm Monitoring.
_________________ I sell Orange everyday, along with other networks.
OH, how orange have messed me about, i had a contract in my sisters name last year as i wasnt old enough, but then i didnt manage to pay the bill in time so they terminated my contract, my signal went with that termination, i got round to paying the bill so they EVENTUALLY put my contract back on, but my signal never returned on my LG shine, they said it was a phone fault, so i thought oops! and bought myself a new phone!!!
but now i canceled that contract got a new one in my own name two months ago,(LG Prada) and my account got terminated last month, (i had just moved out and had bills coming out my ears) and now funilly enough, iv paid the bill they have turned my contract back on but my signal hasnt returned, now the sim card works in other phones,and i tried a pay and go o2 in my lg Prada and it seems to be fine, can anyone help? pleaseeee!
in thinking its not a phone fault if its happened twice and only when they terminate my contract!
Just moved from PAYG to Monthly and appear to have lost my orange.net email address. Orange suggested they delete the email address and that I wait 48 hours before re-registering it. Tis now a week since and it is still not available. They now suggest it may not be available at all. Any suggestions. I really dont want to change it.
I upgraded to a Nokia N95 about 6 months ago, the original one had to be sent back after 5 months as the volume button on the side of the phone failed and became unresponsive, it looked like the button had stuck inside and couldnt be pushed anymore. Orange duly sent me out a second mobile and on the very day i received it the phone wouldnt switch on, i had a blank screen. this continued until the phone stuck that way and wouldnt power up at all. This was obviously a recon phone as the housing of the phone was also damaged on receipt of the phone and it hadnt been repaired properly. I rang orange and asked them to send me out a different model which they refused cos they said i have to have three faults with the same model before they will offer a replacement. NOT HAPPY!! I have another 12 months of my 18month contract to go and i will not be re newing it, im disgusted by orange and their lack of customer care and when my contract expires i will not be re newing it. Anyone any advice for me? It would be greatly appreciated, ta, bartman.
To be fair, not sure this is different to other networks, speaking from experience.
I would keep on replacing the phone until either you get a working phone you are happy with, or three faults of the same type so that you can get a difference model replacement (DMR as we call them). Sadly N95's, in fact all N-series Nokia's, are plagued with faults of all kinds, they're overly complex and Nokia seem to have lost their touch. Stick with Sony Ericsson
Sorry I can't really be much help with this, you'll just have to keep on trying.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
My advice is take the three months line rental. Ultimately, only you can request a disconnection, so unless the chap in the Orange store offered to do it for you, it's down to you to ensure your old contract is terminated.
Sadly, it's also up to you to check your bills. Sure, your old number is not being used, but we're keeping a line active for you, and your contract lets us charge for that. We just don't monitor all 16million accounts to see if they're being used or not, customers need to check their own bills.
Either take the three months line rental and learn to watch your bills more closely, or, escalate it within Orange. Stay polite and calm, you'll get more help that way, and just keep pushing it up the chain until it gets to the Executive Office who may credit some more. You could push it to arbitration but I am not convinced you have a case. You decided where the bills went, you didn't check your bills to see why they were high or query them once in a whole year, you took out a new phone on a new number, you didn't call us to disconnect.
Good luck mate, if you need any help just mail me.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Situations like this should really be easy to resolve in my opinion...
You need to call in, forget letters, takes too long and they too often go astray. Call 0800801080, there's options for customer services and it's free.
Once through, head straight for the billing department, explain that you asked for a replacement SIM at the time you reported it lost. Seeing how you haven't received one, you would like to have some or all of the line rental credited back to you, as we have prevented you from using the service so you should not be expected to pay. Note that I say SOME or all, remember that your phone, whilst lost, was subsidised by your line rental, so really we can't wipe it all, but if you ask nicely you might get it all.
Chances are you will need to escalate this call to a supervisor, do so in a calm polite and patient manner, don't lose your temper, as soon as a staff member doesn't like your tone it's going to make them put up walls and just say no. Polite customers get much more help. Just keep escalating the call until someone resolves the issue for you, if no one does, you need to ask for the issue to be referred to the Orange Executive Office, who deal with difficult complaints. If the Exec Office don't resolve it, ask for it to be reffered to Cisas (external arbitrators) for resolution. God forbid such an obvious issue ever get that far tho.
Also, once done, maybe get a copy of your credit file, check for any black marks Orange left, and send in your file to our Credit Referrals dept asking for the marks to be removed.
If you need help, let me know. Good luck.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
I rang customer services to negotiate a new deal. I was informed if I wanted that handset then I would have to pay an additional £279.99!!!!
