5 replies to this topic

[gmatharu12]

Hey there, I own the Touch HD on Orange, I really was finding the internet service through T-mobile and three great, they have good Fair usage policies.
I was told by the person who sold me my phone that I would be warned or have a flag applied to my account if i were to go over 500MB!

Not the case.. I've been hit with a huge bill, and I've argued with 3 customer representatives and unfortunately have not gotten anywhere. I've read a few people on forums who have not had this problem but have been warned and told the same story!!

I have the 500MB Add-on Internet (told it was a fair usage policy), but it turns out ive used about 700MB and been charged roughly £1.10 per extra MB which is shocking!!!  

Any assistance would be much appreciated, Ive cancelled my direct debit in hopes to get this matter resolved, I couldn't believe it!

Thanks in advance.  

[AltF4me]

Ouch! I'm on Orange and have a Touch HD.. hoping my bill doesn't get this high... it's very sneaky that they don't show you your allowance on your online bill!

[Neil5459]

Thats a poor service from Orange-  you should be sent a warning when you are near your limit.

I'd warn against cancelling the Direct Debit though- this puts you in breach of contract and gives Orange the upper hand, with the option to pursue you as far as they want.

You are better advised to keep the direct debit active but place the bill in dispute- they should not take the money until it is settled.  Ring customer services and ask to speak to a supervisor and lodge a formal complaint and dispute the bill, on the grounds that you were sold the contract on the basis that you are an acknowedged high data user, and the representative assured you that you would receive a warning when you reached your limit, which in essence formed a part of the contract.

[psionandy]

unfortunately the small print in the terms of service you signed up to does make it pretty clear that if you go over your 500, then they do have the right to charge you extra. A similar clause exists (or at least existed) in Vodafones policy. Which is one of the reasons why I didn't sign up a contract with Orange.

[o2_guy]

orange used to promote there data as unlim subjest to fair usage, since april 1st they have stated clearly on there sites it is 500 meg looks like the sales advisor got it wrong

[Neil5459]

o2_guy, on May 15 2009, 14:49, said:

orange used to promote there data as unlim subjest to fair usage, since april 1st they have stated clearly on there sites it is 500 meg looks like the sales advisor got it wrong

Orange have never offered unlimited mobile internet access apart from to a small number of high spending users; unfortunatley this plan was stopped last year though a very small number of people have been able to retain it.

They did advertise an 'unlimited' data add-on which actually had a cap of 30MB, then a 250MB add-on on the high cost tariffs.  Only recently did they introduce the 500MB add-on for £5, but the T&C are clear that the cap will be enforced. Their explanation of the ridiculously small cap being called 'unlimited' was that they meant you could use it at any time of day, as opposed to the off peak 'unlimited' bundle which had a FUP of about 1GB.

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