Guest sgray Posted October 9, 2006 Report Share Posted October 9, 2006 (edited) 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 Edited October 9, 2006 by sgray Link to comment Share on other sites More sharing options...
Guest Dr Who Posted October 9, 2006 Report Share Posted October 9, 2006 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. Link to comment Share on other sites More sharing options...
Guest jimbouk Posted October 9, 2006 Report Share Posted October 9, 2006 Didnt you get the Try 3G offer anyway? Link to comment Share on other sites More sharing options...
Guest 2004mark Posted October 9, 2006 Report Share Posted October 9, 2006 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 Link to comment Share on other sites More sharing options...
Guest barrybryce Posted October 9, 2006 Report Share Posted October 9, 2006 (edited) 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? Edited October 9, 2006 by barrybryce Link to comment Share on other sites More sharing options...
Guest sgray Posted October 9, 2006 Report Share Posted October 9, 2006 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. Link to comment Share on other sites More sharing options...
Guest sgray Posted October 9, 2006 Report Share Posted October 9, 2006 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. Link to comment Share on other sites More sharing options...
Guest Dr Who Posted October 9, 2006 Report Share Posted October 9, 2006 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 Link to comment Share on other sites More sharing options...
Guest Confucious Posted October 9, 2006 Report Share Posted October 9, 2006 (edited) 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 :rolleyes: Edited October 9, 2006 by Confucious Link to comment Share on other sites More sharing options...
Guest Wam7 Posted October 9, 2006 Report Share Posted October 9, 2006 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. Link to comment Share on other sites More sharing options...
Guest StGeorge Posted October 16, 2006 Report Share Posted October 16, 2006 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 Link to comment Share on other sites More sharing options...
Guest Confucious Posted October 16, 2006 Report Share Posted October 16, 2006 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. Link to comment Share on other sites More sharing options...
Guest Saif Posted October 16, 2006 Report Share Posted October 16, 2006 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. Link to comment Share on other sites More sharing options...
Guest StGeorge Posted October 16, 2006 Report Share Posted October 16, 2006 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 Link to comment Share on other sites More sharing options...
Guest daedalia Posted October 16, 2006 Report Share Posted October 16, 2006 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 Link to comment Share on other sites More sharing options...
Guest StGeorge Posted October 16, 2006 Report Share Posted October 16, 2006 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 :rolleyes: Good luck all Ed Link to comment Share on other sites More sharing options...
Guest Confucious Posted October 16, 2006 Report Share Posted October 16, 2006 Great stuff! So free unlimited data in effect Beter than T-mob even LOL Well done :rolleyes: Link to comment Share on other sites More sharing options...
Guest StGeorge Posted October 16, 2006 Report Share Posted October 16, 2006 Great stuff! So free unlimited data in effect Beter than T-mob even LOL Well done :rolleyes: 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 Link to comment Share on other sites More sharing options...
Guest starstrike Posted October 17, 2006 Report Share Posted October 17, 2006 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 Link to comment Share on other sites More sharing options...
Guest Dr Who Posted October 17, 2006 Report Share Posted October 17, 2006 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. Link to comment Share on other sites More sharing options...
Guest jasonbye Posted October 18, 2006 Report Share Posted October 18, 2006 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. I had my bill through with OW4 showing rather that OWU that was promised as part of the deal with the SPV M3100. I was also promised Link to comment Share on other sites More sharing options...
Guest stig12 Posted October 22, 2006 Report Share Posted October 22, 2006 Hi all well thanks to this forum i have now found out that i was entitled to 2 months free G3 trial BUT (was not told this in the shop) what i didn't know was that this is only for off-peak IE Mon-Fri 7pm-7am and all weekend,still not bad for me but if i hadn't rang orange to check god know what my next bill would have been like Link to comment Share on other sites More sharing options...
Guest Confucious Posted October 22, 2006 Report Share Posted October 22, 2006 Do O not still do TRY 3G? I got it last november - full 3G access free for 3 months (1Gb - efectively unlimited) Which reminds me - my final O contract finally nds next month - still paying them even though I've been with T since they introduced unlimited W'n'W :rolleyes: (and I'm lovin it :() Link to comment Share on other sites More sharing options...
Guest starstrike Posted October 30, 2006 Report Share Posted October 30, 2006 Just an update to confirm that according to another orange cs rep I have the data package called Orange World Unlimited. He confirmed this after I asked him what data package I was currently on while on the phone with another query! I got him to read out what it said on the screen. So in the end I have done pretty well. I am lucky to have got a stable M3100 since Aug 15th and I have unlimited web/email for Link to comment Share on other sites More sharing options...
Guest sgray Posted November 27, 2006 Report Share Posted November 27, 2006 hi guys thanks for all your advice and wisdom. unfortunately it seems i am no further forward. i have been transferred to the 10mb package, and there is no evidence of them giving me OWU, so I am stuck. my only vow is that I am going to give them hell for the rest of the contract and get as much credits as possible. so far due to incorrect billing i have got 42 quid, which is not bad.... anyway - hope this serves as a warning to others. Link to comment Share on other sites More sharing options...
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