Guest GMan Posted August 7, 2003 Report Posted August 7, 2003 Well I knew the promotional pack was going to end so I made 5 calls to orange customer services asking when it was going to end. They all told me that it was never going to end as long as I had the same handset. Like others I was told "its down until the year 9999, you've got it as long as you want it". I dont see my bills as I travel around and and pay by direct debit, however, I noticed that my bill for July (dated August) was £430. This was because my promotional pack had been changed to a 2mb limit pack. I rang them and pointed out there error, but they said that since my july bill had the 2mb charge on it I had been notified and so will have to pay. By the way, like some others here I never received any letters from Orange saying the promotion was going to end. They are saying that there is no way that I can get a discount. Has anyone else had the same problem or do you have any ideas for me to try? I would be very grateful for any help you can give me.
Guest Brody Posted August 7, 2003 Report Posted August 7, 2003 That is painful mate! Seems that if you didn't get a letter then you should hasle them a bit more!
Guest MECX Posted August 7, 2003 Report Posted August 7, 2003 thats a disgrace get on to orange and ask for the supervisor or sumthin. By law they have to notify you by a written letter--i dont think a bill will count--as you said its direct debit you may not see the bill. :x
Guest Pagemakers Posted August 8, 2003 Report Posted August 8, 2003 Don't pay it - go to the small claims court - I'm sure you would win. I was told the same thing too.
Guest Monolithix [MVP] Posted August 8, 2003 Report Posted August 8, 2003 Presumably you have been using your phone as a dialup modem? You must have had a shock when you saw your bill :/ Mine comes through today after using roaming GPRS, not looking forward to it...
Guest GMan Posted August 8, 2003 Report Posted August 8, 2003 Yep. I was using it as a modem. Orange really wont budhge on this, even though other people have had unlimited gprs during July!
Guest GMan Posted August 8, 2003 Report Posted August 8, 2003 Did everyone on this board receive a letter saying that their promotional pack tariff was going to end at the at the end of june?
Guest ajb3000 Posted August 8, 2003 Report Posted August 8, 2003 The promotional pack had a fair usage policy of 10MB per month anyway.
Guest JoelRae Posted August 8, 2003 Report Posted August 8, 2003 I've just set up the 3 month e-mail (i.e. gprs) trial ... 30mb/month limit ... customer services said they would ring me if I was approaching the limit, could they not have done the same for you :?:
Guest midnight Posted August 8, 2003 Report Posted August 8, 2003 indeed, that would mean 200mb in a month, sorry to say this but thats well above the 'fair use' policy thats set in place and in the fine print no doubt.
Guest squall Posted August 8, 2003 Report Posted August 8, 2003 it is above the fair use policy limit, but 'o' said they would contact us if we were at the limit, and before changing us from the promo to the 2mb bundle... i think you have a good case, and i wouldnt pay it.
Guest Monolithix [MVP] Posted August 8, 2003 Report Posted August 8, 2003 Yeah, it was written that you'd be contacted and kicked off the promo for over use...no charges.
Guest JoelRae Posted August 8, 2003 Report Posted August 8, 2003 looks like your case is looking better mate :) The piece of advise from most of the other orange disputes seems to be don't shout at them (see here)!!
Guest Coucou Posted August 8, 2003 Report Posted August 8, 2003 The underlying issue here is OCS not understanding their own promo packs, that's nothing new! :roll: I would strongly advise anyone who's made an agreement with OCS to make sure they request a note is put on the account confirming what you've been told and that you get them to read it back. At the end of the day a verbal agreement isn't worth the paper it's not written on :? and you knew it was going to end sometime - until OCS told you otherwise - so unless you can prove you were told otherwise you might have a problem. Did you take down the name of the rep and/or the time you called? because there could be a possibility the calls were recorded, although they don't need to keep them for any length of time.
Guest GMan Posted August 8, 2003 Report Posted August 8, 2003 Cheers for all the advice guys. A customer services manager rang me today to say that they had investigated the case and since it was a promotional pack and I knew this..... At this point I jumped in and gave them the name of the person I spoke to, date, time of call and exactly what she had told me (I wrote it down after she told me). Miraculously they then found the notes of the call. This was after I had been assured by the first person I spoke to that no notes existed of any of my 5 calls. To be fair, after that the manager was really friendly and said of course I wouldnt have to pay the big bill. So all's welll that ends well but the message is to always ask to speak to a supervisor, always take notes of your call, and always ask them to make notes on your system. They do not record any calls though, so dont rely on this. My faith in Orange has been restored but i certainly dont hold much faith in the rank and file customer service people.
Guest amo Posted August 10, 2003 Report Posted August 10, 2003 So you got 200Mb fo GPRS for free? I'm sorry but I don't agree that Orange should have to pay this for you. Moral is simple, if you can't afford it - don't use it. Its because of incidents like this that us, the general consumers are facing increasing prices of services such as gprs, insurance etc. I understand it was a promotion, but if your using the phone as a dial up modem, then surely your common sence should indicate that you have more than exceeded the 10MB cap, also - windows networking places a system icon in the system tray and informs you of just how much data has been sent and received in kb. So you don't really have ANY firm ground to stand on legally, you had a method of checking if you were within quota and you exceeded it 20 times! 20Mb maybe reasonable, but 200Mb!? If I were you I would count myself lucky.
Guest DangerMouse Posted August 10, 2003 Report Posted August 10, 2003 Did everyone on this board receive a letter saying that their promotional pack tariff was going to end at the at the end of june? I didnt get a letter. Whole thing seems similar to how i was told that I HAD to sign up for a photo messaging bundle at 3 quid a month, but that i could cancel it after the first month.... Still never sent a photo message after all these months and still keep forgetting to cancel it. Most irritating.
Guest DangerMouse Posted August 10, 2003 Report Posted August 10, 2003 So you got 200Mb fo GPRS for free? I'm sorry but I don't agree that Orange should have to pay this for you. Moral is simple, if you can't afford it - don't use it. Its because of incidents like this that us, the general consumers are facing increasing prices of services such as gprs, insurance etc. I understand it was a promotion, but if your using the phone as a dial up modem, then surely your common sence should indicate that you have more than exceeded the 10MB cap, also - windows networking places a system icon in the system tray and informs you of just how much data has been sent and received in kb. So you don't really have ANY firm ground to stand on legally, you had a method of checking if you were within quota and you exceeded it 20 times! 20Mb maybe reasonable, but 200Mb!? If I were you I would count myself lucky. 200mb is absolutely sod all bandwidth to anyone... Let alone an international company such as Orange (lets not forget that Orange (France Telecom) subsidised by the French Government to a large degree....)
Guest Pagemakers Posted August 11, 2003 Report Posted August 11, 2003 Unlimited should mean unlimited. 10 meg should mean 10 meg!
Guest amo Posted August 11, 2003 Report Posted August 11, 2003 200mb is absolutely sod all bandwidth to anyone... Let alone an international company such as Orange (lets not forget that Orange (France Telecom) subsidised by the French Government to a large degree....) Yes but just because its not a lot of bandwidth to them they still have to pay for it. Regardless. Put the situation in perspective. If it was your company, why should you pay for someone else to abuse a service?
Guest Gorskar Posted August 12, 2003 Report Posted August 12, 2003 But Orange did state in the t&c that you would be notified before being switched off the promotion. As he wasn't I think that held some weight.
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