Mis-leading information from Orange |
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 Oct 9 2006, 08:35
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#1
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Regular  Group: Posters Posts: 58 Joined: 26th November 2003 Member No.: 22,326  |
Hello,
I am a very very unhappy Orange user. I took out an 18 month contract for an M3100 after a lengthy lengthy conversation at Orange sales. They promised me Panther 45, and Orange World Unlimited - which was for unlimited internet access from the device. Now I have looked in to my phone bills, it transpires that they did not put Orange World Unlimited on my phone, but also the offer is now terminiated. They also had great pleasure in informing me that it was only for unlimited WAP usage - which by their definition means Orange World pages, and not the wider internet. Therefore making the product pointless. http://www1.orange.co.uk/ow1 "The Bundle provides Eligible Customers with unlimited WAP browsing on their 3G phones, subject to clause 3 below. " I have tried to explain that WAP is a protocol and not a destination, but they don't seem to care too much. Also the original operator failed to put on the account that I actually wanted the product in the first place, so i cannot even claim they have mis-sold me to get out of the contract. My only sadness is now I am stuck with them for 16 more months. If nothing else, this is just to warn people. Thanks This post has been edited by sgray: Oct 9 2006, 08:37 |
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Oct 9 2006, 11:29
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#2
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 Timelord  Group: Posters Posts: 1,599 Joined: 6th September 2003 From: Gallifrey Member No.: 15,319 |
Sorry to say but I am absolutely 100% NOT surprised by your experience. The cloak and dagger way they went about offering the OWU package was ridiculous and it was bound to happen to someone. I will wager money that you are not the only person who this will affect.
In terms of the WAP access I believe it was determined that they are talking out of their ar*e. Orange use the term WAP to refer to all internet access, although I was always concerned that this was stipulated since it meant they could effectively withdraw the offer for GPRS/3G whenever they liked and refer you to the terms and conditions. In terms of getting your money back I would be escalating this immediately. If phone calls don't work write to customer services. You were mis-sold the contract by them not adding OWU and therefore they should cancel the contract. |
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Oct 9 2006, 11:40
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#3
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 Hardcore Group: MoDaCo Ad Free Posts: 2,732 Joined: 4th November 2003 From: London Member No.: 20,052 Device(s): HTC Diamond |
Didnt you get the Try 3G offer anyway?
-------------------- HTC Diamond running Dutty's V1.6 rom.
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Oct 9 2006, 11:49
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#4
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Newbie  Group: Posters Posts: 24 Joined: 29th August 2006 Member No.: 204,084 Device(s): SPV M3100 |
I'm in a similar situation at the moment. The operator who put my new deal together told me that he would add the 3g Try package to my account (1000mb free for first 2 months).
However, a few weeks later in a unrelated conversation with CS I discovered that it was not added. To cut a long story short, I tried 4 times before my bill was processed to rectify the problem - only after I receive my bill with £100 of data calls on do they agree to credit my account -AHHHHHH! To top it of there is 7 weeks worth or Orange Care of the bill which I did not ask for and have been informed that I am in a 12 month contract with this! Well they can swivel for that - no way am I in a contract for the Care, no matter what they say. My bill is meant to go out my bank today but I have cancelled my Direct Debit and will not pay a penny until they have it sorted it. I can guarantee you that it'll be me doing all the chasing to sort it out as well. In the last 2 weeks I have made approximately 10 calls to CS totaling around 4 hours of my time, sent 2 emails and have been told by 3 CS reps that they would call me back that day when they have not. And like you I still have 16 months left on my contract 
-------------------- |
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Oct 9 2006, 12:10
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#5
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Regular Group: Posters Posts: 128 Joined: 2nd July 2003 Member No.: 9,300 Device(s): MDA Compact II |
Lucky people that managed to actually speak to Orange!
I held for 4 hours and 4 mins yesterday before having to give in. What the **** are they on these days? This post has been edited by barrybryce: Oct 9 2006, 12:11 |
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Oct 9 2006, 15:41
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#6
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Regular Group: Posters Posts: 58 Joined: 26th November 2003 Member No.: 22,326 |
QUOTE(barrybryce @ Oct 9 2006, 13:10)  Lucky people that managed to actually speak to Orange! I held for 4 hours and 4 mins yesterday before having to give in. What the **** are they on these days? Well I suppose that's one thing from Orange Premier / Panther (although I notice slowly they are sneaking back in the IVR system. I would love to cancel the contract and port my number to someone else who can do as they are told, but since they claim there is no record of my request for OWU on the system, they just think i'm telling fibs - which I am not. I now have to sit on the 4mb trial and then convert to the 10mb option for the same price and hope that covers my usage, otherwise I am out of pocket. If there was anyway to prove they mis-sold me, I would use it and get the contract terminated asap. |
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Oct 9 2006, 15:46
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#7
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Regular Group: Posters Posts: 58 Joined: 26th November 2003 Member No.: 22,326 |
QUOTE(barrybryce @ Oct 9 2006, 13:10) Lucky people that managed to actually speak to Orange! I held for 4 hours and 4 mins yesterday before having to give in. What the **** are they on these days? Well I suppose that's one thing from Orange Premier / Panther (although I notice slowly they are sneaking back in the IVR system. I would love to cancel the contract and port my number to someone else who can do as they are told, but since they claim there is no record of my request for OWU on the system, they just think i'm telling fibs - which I am not. I now have to sit on the 4mb trial and then convert to the 10mb option for the same price and hope that covers my usage, otherwise I am out of pocket. If there was anyway to prove they mis-sold me, I would use it and get the contract terminated asap. |
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Oct 9 2006, 16:00
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#8
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Timelord Group: Posters Posts: 1,599 Joined: 6th September 2003 From: Gallifrey Member No.: 15,319 |
Well, since OWU is no longer available and was never advertised how, exactly, do they think you heard about it and why, exactly, do they think you chose to upgrade to an M3100 when you did (before September 1st I bet). I would definitely pursue this line.
It is amazing how often 'notes on your account' get lost when its presence would be a benefit to you. You need to speak to someone with more sense than a rats ar*e, which is admittedly difficult, but there is no way you can leave it as it is. They apparently record phone calls for training purposes so can you not get them to see if they can trawl up a transcript. Shows just how awful O are these days, I take it they have made NO attempt to resolve this for you, for instance giving you even the old £75 package at a discounted rate? Gash. |
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Oct 9 2006, 16:18
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#9
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 Peanut Brain Group: MoDaCo Plus Posts: 6,354 Joined: 10th September 2004 From: Surrey, England Member No.: 56,072 Device(s): iPhone 8Gb. Athena, C600 |
QUOTE(sgray @ Oct 9 2006, 16:46) I now have to sit on the 4mb trial and then convert to the 10mb option for the same price and hope that covers my usage, otherwise I am out of pocket. I used 276Mb last month and 411 Mb the month before on my Universal - 10Mb is a waste of space on a 3G phone. Why else do you have an M3100 if not for data? I'm with T who actually value their customers 
This post has been edited by Confucious: Oct 9 2006, 16:18 -------------------- He who asks a question looks foolish for 5 minutes. He who doesn't ask a question remains foolish forever.
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Oct 9 2006, 19:06
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#10
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Regular Group: Posters Posts: 80 Joined: 12th August 2006 Member No.: 201,635 Device(s): SPV M3100 |
I had pretty much the same thing happened. I was promised the unlimited bundle but made the uncharacteristic mistake of not asking the operator to log notes (probably too ecstatic in just getting it). I did however taken the name & extension number of the person I spoke to. After a length diatribe which involved him stating he never agreed to add it to my contract he eventually relented. Unfortunately it couldn't be added to my OVP tariff so he gave me Orange World 5 free for a year.
I do have the try 3G for the rest of the year though. |
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Oct 16 2006, 08:14
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#11
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 Regular Group: Posters Posts: 53 Joined: 4th January 2005 From: Cardiff Member No.: 104,366 Device(s): Touch Dual |
Well it looks like I am not alone here....... I settled on a "deal" with Orange nearly 2 months ago, which would give something like 750mins, 700(ish) texts and the Orange World Unlimited bundle. It was not easy to get but eventually I got what I wanted and was very happy. When I phoned up to connect the handset, I was told that I would get the Try 3G bundle to replace the OWU and then the OWU bundle would replace my bundle in 2 months time.
Well, the 2 months is up in a week and I phone ICS today to ensure it was the case and no suprise, they are now refusing to add on the OWU package despite me telling the girl when I activated to make sure there was a note on the account. There argument for this is that I am on a Select 750 plan and therefore the bundle is only eligable to Premier and Panther customers, the ridiculous thing here is that according to my bill I AM a premier customer - besides which I never asked to move tarrif, all I wanted was some sweetners to keep me happy - surely what they call the tariff is not the issue?! So I guess my options are: 1. Get them to reinstate the OWU package. 2. Get them to turn on the Try 3G for the duration of the contract - not likely I dont think! 3. Get them to cancel the contract on the basis it was mis-sold and move to T and hope the coverage is okay! If I do this will they let me take my number as I simply cannot afford not to. TBH, I cant imagine any of this is going to happen but if anyone has any advice on achieving any of this then please let me know!!!! Thanks all Ed -------------------- Get unlimited online backups from Carbonite - perfect when 2.5 gb just isnt enough and less than $5 per month! Current Device: HTC Touch Dual with all the Orange junk removed Previous Devices: Palm Treo 750v, SPV M3100 - Black Majik WM6 Rom, SPV C500 |
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Oct 16 2006, 08:28
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#12
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Peanut Brain Group: MoDaCo Plus Posts: 6,354 Joined: 10th September 2004 From: Surrey, England Member No.: 56,072 Device(s): iPhone 8Gb. Athena, C600 |
I rekon you stand no chance - they will eny ever telling you that you could have OWU and you have no evidence of mis selling - your word against their's.
I hope you do get it but it seems unlikely. Good luck. -------------------- He who asks a question looks foolish for 5 minutes. He who doesn't ask a question remains foolish forever.
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Oct 16 2006, 08:59
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#13
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Enthusiast  Group: Posters Posts: 193 Joined: 25th April 2003 From: NW London UK Member No.: 5,056 |
Well I guess I should add my tuppence worth.
I just got my bill the other day and it showed data usage of 390MB. I called them up (and as I'm on Panther I got through to their premier line as you should do in a couple of minutes)and they confirmed that as I have OWU they should not be charging me at all. the OCS chap assured me that I will get a call some time early this week after billing have rectified the situation. If you're on Panther you should get put through to the dedicated line and not have to wait an age... I was only on hold for about 2 mins. I'll keep you all posted. |
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Oct 16 2006, 09:02
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#14
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Regular Group: Posters Posts: 53 Joined: 4th January 2005 From: Cardiff Member No.: 104,366 Device(s): Touch Dual |
QUOTE(Saif @ Oct 16 2006, 09:59) If you're on Panther you should get put through to the dedicated line and not have to wait an age... I was only on hold for about 2 mins. I never have to hold for more than about 2 minutes - think it might be to do with premier though? e -------------------- Get unlimited online backups from Carbonite - perfect when 2.5 gb just isnt enough and less than $5 per month! Current Device: HTC Touch Dual with all the Orange junk removed Previous Devices: Palm Treo 750v, SPV M3100 - Black Majik WM6 Rom, SPV C500 |
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Oct 16 2006, 09:24
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#15
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Regular Group: Posters Posts: 92 Joined: 19th January 2006 Member No.: 168,274 Device(s): Orange SPV M3100 (HTC Hermes) |
We had a corporate account but dumped Orange as we suddenly had no account manager, were never assigned a new one and could not get a thing sorted. We opted to settle the rest of the contract period, about £6k and go with T-Mobile they were that bad. Since they've been acquired by France Telecom they've been on a mass cost (and service) cutting drive. You get better with 3. You guys should set up some sort of petition, strength in numbers and write to customer services, show them you mean business.
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Oct 16 2006, 14:54
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#16
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Regular Group: Posters Posts: 53 Joined: 4th January 2005 From: Cardiff Member No.: 104,366 Device(s): Touch Dual |
QUOTE(Confucious @ Oct 16 2006, 09:28) I hope you do get it but it seems unlikely. Good luck. After a total of 5 calls, 3 people and about an hour and a half on the phone this would appear to now be sorted. finally spoke to a really nice chap who understood the problem accepted my frustrations and seemed genuinely happy to help and after much discussion he seems to have sorted it! Now i have been caught with this once before so will wait for my bill before singing from the roof tops BUT - he claims to have added Try3G to my account for the duration of the contract!! they claimed there was no way they could add OWU so I suggested this alternative route - they then confirmed it was added and unfortunatly there is no way there system can charge me for a free service!! fingers crossed this is reflected in my new bill on the 18th  Good luck all Ed -------------------- Get unlimited online backups from Carbonite - perfect when 2.5 gb just isnt enough and less than $5 per month! Current Device: HTC Touch Dual with all the Orange junk removed Previous Devices: Palm Treo 750v, SPV M3100 - Black Majik WM6 Rom, SPV C500 |
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Oct 16 2006, 14:56
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#17
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Peanut Brain Group: MoDaCo Plus Posts: 6,354 Joined: 10th September 2004 From: Surrey, England Member No.: 56,072 Device(s): iPhone 8Gb. Athena, C600 |
Great stuff! So free unlimited data in effect Beter than T-mob even LOL
Well done
-------------------- He who asks a question looks foolish for 5 minutes. He who doesn't ask a question remains foolish forever.
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Oct 16 2006, 19:37
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#18
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Regular Group: Posters Posts: 53 Joined: 4th January 2005 From: Cardiff Member No.: 104,366 Device(s): Touch Dual |
QUOTE(Confucious @ Oct 16 2006, 15:56) Great stuff! So free unlimited data in effect Beter than T-mob even LOL Well done I think the try 3g is limited to 1gb so not strictly unlimited so technically T might be better value! having said that I don't honestly see me using more than that as all I use it for is push email and surfing. fingers crossed my bill on the 19th will show another 14 months try3g and will be happy! cheers all and good luck! ed -------------------- Get unlimited online backups from Carbonite - perfect when 2.5 gb just isnt enough and less than $5 per month! Current Device: HTC Touch Dual with all the Orange junk removed Previous Devices: Palm Treo 750v, SPV M3100 - Black Majik WM6 Rom, SPV C500 |
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Oct 17 2006, 10:20
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#19
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Newbie Group: Posters Posts: 36 Joined: 28th August 2006 Member No.: 203,860 |
I am on a Racoon 30 18 month contract having moved over from 3 two months back in order to secure a spv3100. I had tried a couple of times before to get OW1 added to my account to no avail. I had just finnished my 2 months 3g try and I received my bill this morning and on it at the bottom it invites me to upgrade to Orange World Unlimited for a subscription based £8 a month. It is specfically targetd to me as it mentions the end of my trial. Well a week before I had opted to get the OW10 option for £8 a month. I phoned up CS and got through immediately and I explained the situation to the chap on the end of the line. At first he said that he did not have any knowledge of this package and that the best I could get would be the unlimited off peak access. I then pointed him to the orange website -/ow1 and he went away again and came back saying that I could not have OW1 for two reasons. Firslty the offer has expired and secondly I would not be eligible. I then pointed out that on my current bill dated 12th October it is advertising the service and secondly it is advertising the service to me, in the context of 'your account'. Also I said that this month I spent over £40 and I feel that this coupled with being a new Orange customer who has transferred to orange and that fact that the phone I have is suited to this service should make my eligible. After a 5 minute wait he came back and said that I could have OW1. I assume he went away and asked a line manager. I think they would find it tough to argue that I was not allowed it as it was offered to me specifically on my bill. I asked to confirm that when it would be added and he confirmed from today. Also I asked to council the OW10 as obviously I would no longer need it. So according to Orange I now have OW unlimited on my Racoon 18 month contract. If I get my bill next month and find out that it is not added and I get charged for data I will council my direct debit and refuse to pay. As I have had a verbal agreement for a service. Unfortunately I did not get the operators details, and I have read about other peoples bad experiences but he did assure me as far as that works out that I am now on OW unlimited.
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Oct 17 2006, 15:45
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#20
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Timelord Group: Posters Posts: 1,599 Joined: 6th September 2003 From: Gallifrey Member No.: 15,319 |
I hope you get it but I wouldn't count on that verbal agreement being binding - they never are with O, who will deny all knowledge in the event of a problem and point you to the written T&C's that you signed up to.
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