Orange being sneaky... help!

Ste

Ste

Ste

Soldato
Joined
18 Oct 2002
Posts
2,814
Hi,

Around November last year I rang up Orange and upgraded my phone, and took out what I was told at the time was a further 12month contract. I remember this vividly because I only upgraded over the phone when they offered me 12months instead of 18 after a lot of haggling. Phoned them up today to check the dates and they claim I'm on an 18month contract with them until May :mad:

My question is... when I upgraded the phone (to a K850 around last November) will they have sent any paperwork out with the phone? Or just the new phone on its own? Not found a copy of the 'new' (Nov 07) contract from having a brief look but surely they must have sent something? Is it worth me digging around trying to find a contract, or is it unlikely they sent another one out?

Failing that, will I have a leg to stand on by phoning up and telling them what happened without any proof?

Bit annoying as the plan was to go iPhone at the end of the year :(

Any ideas? Cheers
 
Just found a delivery reciept for the K850 from Nov '07 and it says 'subject to a new minimum term contract agreed at purchase' :(

*****
 
Mmm, I am fairly sure this has happenned to me with 3. They said I couldupgrade on a new 12 month contract but didn't actually get a "contract" or naything else with the new handset. It was ok before as I didn't mind staying; now I make sure I get everything in writing when upgrading, esp if it is for 12 months only.

I suppose in yuor case, it is now their word against yours. I don't imagine you would have recorded the conversation - I have also started doing this to with 3 - just can't trust them.
 
Tmobile did the same to me, luckily they sent the paperwork saying 18 months even though my email said 12 months so I got it cancelled.
 
So what hope have I got without any paperwork? Nil? Awful really as I've been with them 5years now. Pretty annoyed to say the least.
 
What was agreed at the time should all be noted on your account. Get them to double check it back. AFAIK the paperwork doesn't come out with a specific contract length on because it's more a delivery note for the handset than anything else (the contract doesn't need resigning as the original contract covers minimum term extensions).

Sorry, can't be much more help I'm afraid.
 
Did you have any months remaining on your old contract, as if say you had 6 months left when you took the upgrade out, and then signed for another 12 month contract that would have given you an 18 month term from the time you took the 12 month new contract out.

Taff
 
Supertaff said:
Did you have any months remaining on your old contract, as if say you had 6 months left when you took the upgrade out, and then signed for another 12 month contract that would have given you an 18 month term from the time you took the 12 month new contract out.

Taff
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No it wouldn't have done.
 
Orange did the same trick with me too. I wouldn't have taken the deal if I had been told the truth at the time.

I'm now out of contract and looking elsewhere.
 
Wicksta said:
I know someone else that had this happen to them with Orange - seems to be a bit of a pattern here?
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Whether that pattern is the mobile networks or selective memories on behalf of many (although not all) customers involved is another question entirely though.

The number of people made two offers who, many months down the line, get what those offers were and what they accepted mixed up (proven by investigation) would surprise a lot of people.
 
Had no idea this would be such a common problem - robbing gits :(

My old contract had finished for 3 months before I upgraded, as I was waiting for the K850 to come out. I rang because I couldn't remember when I got the old phone, was expecting a date around october/november and then the guy says may! :(

Thanks Dolph - I will get onto them and get them to check my account notes.

Shame as I have enjoyed being on Orange - great service until this.
 
Dolph said:
Whether that pattern is the mobile networks or selective memories on behalf of many (although not all) customers involved is another question entirely though.
Click to expand...

Do staff in retentions get incentivised pay based on how many customers they pursuade not to switch? My guess would be them lying outright about the contract length, knowing full well that when new phones and contract extentions are sent out to customers there is no paperwork with any contract details on it :(
 
Ste said:
Do staff in retentions get incentivised pay based on how many customers they pursuade not to switch? My guess would be them lying outright about the contract length, knowing full well that when new phones and contract extentions are sent out to customers there is no paperwork with any contract details on it :(
Click to expand...

Given the amount of monitoring and checking that goes on, I have to highly doubt this, especially as people get dismissed for a lot less.

What's much more common than people realise is they mix offers up, they mix the best parts of the two offers together and believe that was the offer they actually accepted when they think about it several months later. Given that many of the offers are mutually exclusive (ie you can't have certain plans or offers on certain contract lengths), this is fairly easy to see, but very difficult to convince people of.

What number of minutes/texts did you get at upgrade time?
 
It's not just Orange to be honest, Virgin Media did the same with me too. I think it's just the retentions departments within companies are sometimes staffed by slightly unscrupulous people who will say whatever is necessary to keep a customer.
 
Oh no mine wasn't talking to someone with TMobile, it was a genuine online page. Keep your existing handset and get £5 a month off, subject to 12 month contract. Selected it, then saw in my welcome pack 18 months, phoned them up, told them where to stick it and back on o2 PAYG at half the price my contract was for pretty much the same stuff.
 
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