ORANGE - RESULT!!!

[RogerS]

Big time.

For four days I have not been able to either receive calls or make them. The local transmitter is down. Their faults database has conflicting information. They don't know when it will be back up. I can't get out of my contract to go elsewhere without incurring a penalty.

I used to think they were OK but now realise that they are just as bad as the rest of them.

 

[ike]

but now realise that they are just as bad as the rest of them

Who and why are the "rest" "bad"?

I use Virgin Mobile. They're not "bad". :?

Ike

 

[RogerS]

Ike

I was a very early adopter of mobiles (as possibly you were) and used the system widely both abroad and here...I've been with vodafone, O2, T-mobile and Orange. I accept that things can go wrong from time to time..it's how the companies handle the problem that I measure them by and how easy they are to contact etc. And whether any niggles/lack of response is a one-off or endemic. Maybe I tended to ride the early-adopter curve for new servcies? I don't know..suffice ot say that one by one they don't step up to the mark....it's when things go pear shaped and they start referring to the small print that you realise that (a) they only try and offer you a service and (b) if you replace your handset, unless you're smart they will do anything to tie you into another contract..thus tying you in.

So when something goes drastically wrong...as in my case...you are stuck with the contract. Basically the situation is that Orange were/are upgrading the transmitter...but reading between the lines something has gone pear-shaped, they can't/won't revert back to the status quo and they can't /won't give any indication as to when the service will be back upo and running.

Don't get me wrong...I don't chop and change willy-nilly..I have been with Orange for over ten years now...but I hate being held over a barrel ...as in this case.

 

[ike]

I was a very early adopter of mobiles (as possibly you were)

Believe me, no mobile operator will get rich off me! :lol:

 

[Colin C]

Hi Roger
I have never been with orange but have been with T-Mobile ( Never again )and I am now with 3uk.

From what I have read, since Orange got bought out, they have gone down hill.
If you cant get out of the contract ( Try Trading standards to make sure ), make sure you get the money off your bill for the time you have lost.

I hope it gets sorted soon.
Colin

 

[Noel]

Roger, if you've been with Orange for that long and haven't changed contracts recently you should have no problem getting out of it. Orange may have different rules bit I thought once over 12 months you can leave with 1 month's notice.
Personally been with O2 for about 15 yrs now. They've been ok in most respects.

Noel

 

[Anonymous]

Been with O2 for years and no problems at all.

In all honesty, I don't like using mobile phones much but whenever I need it, it works fine

 

[RogerS]

Roger, if you've been with Orange for that long and haven't changed contracts recently you should have no problem getting out of it. Orange may have different rules bit I thought once over 12 months you can leave with 1 month's notice.
Personally been with O2 for about 15 yrs now. They've been ok in most respects.

Noel

Trouble is that when you upgrade your phone if you're not careful they tie you in to another year or longer contract DAMHIKT. I have decided that when the contract expires I will not renew but simply go on pay as you go. And try and limit my outgoing calls!

 

[Colin C]

Roger
I am not trying to be nosey but how much do you spend on you mobile a month because you might get a very go deal from one of the other networks.

I am say this because you might get some heavy bills before you have got used to pay as you go ( sorry if I am teach you to suck eggs ), plus have you tried Ofcom about this.

T-moblie are doing some good deals at the moment and 3uk

 

[RogerS]

Colin..no worries

T-mobile is out as signal strength for me at home is minute! Ditto 3.

Know what you mean...just need to retrain myself to pick up a normal phone and not automatically reach for the mobile!

 

[Colin C]

Roger
I do know how you feel about being held over a barrel as T-Mobile did it to me and I will never go back to them and I hope it gets sorted soon :roll: [-o<

Also how is the signal for O2 in your area as Tesco's are not bad for price

 

[RogerS]

Latest information is...well..err...there IS no latest information.

Quote "technical support is aware that the site is downgraded but can't give any indication as to when the site will be fixed".

I'll go and get my screwdriver out and fix it myself.

just fired this off...hope it gives you some amusement

"I have cancelled my direct debit until such time as I can use my phone again. My local transmitter is downgraded. I cannot make calls. I cannot receive calls. Your technical support are unable to say when the transmitter will be working properly. Why not? Do they know what the fault is? If not, why not? Are they lacking in experience? Surely you must have SOME technical people who are capable of identifying the fault? OK..so now you have identified the fault. So you're going to swap out either a faulty unit or module. What? You haven't got any in stock. Tsk...Tsk. OK...these things happen. So why haven't you asked your supplier how long it will be before you get a replacement module? You mean they don't know? OK...what about your second source supplier? Ah..your account is on hold. That explains it.

I've been with Orange for a long time now. We've had our ups and downs but I've remained faithful and given you the benefit of the doubt and not moved. However, since you were taken over, your service has gone downhill and this little debacle has convinced me...roll on, November so I can go elsewhere."

 

[Colin C]

Hi Roger
I would not cancell you direct debit as youwill find it will mess with you credit rating, because they will send your account to the receivers.

I would get in contact with Ofcom about and see what they can do for you.

 

[RogerS]

True..but before that happens, their code of conduct mandates them establishing a line of communication with me and that is when I can have a sensible dialogue with them about loss of service.

 

[mr]

Would be (pleasantly) suprised if they were prepared to enter into a discussion with you about loss of service when the line of communication they would establish with you would be purely for the purpose of pursuing payment from you. Can you not pursue a "breach of contract" angle instead? They appear to have removed or failed to supply services that they are contracted to you to provide, that should be enough. The contract, after all, works two ways.
Cheers Mike

 

[RogerS]

Mike

Their small print allows them to not supply any service ...it's a bit like the railway contract. They sell you a ticket and say that they will try and get you there...sometime...some day..

 

[mr]

I had a feeling you might say that and I have to say it doesnt overly suprise me. No one appears to want to take responsibility for services provided or anything else these days :/
Mike

 

[Colin C]

All the networks have this in they contract :shock: ( not sure how they can but they do ).
I would try Trading standards as not all that is in a contract is legal :roll: or Ofcom, would be your best bet.

I almost forgot to say :roll: .
Try Which ( the mag )as they have some power to help and it is about £15 a quarter to join. Its cheaper than paying off your contract

 

[RogerS]

Ofcom do not deal with individual consumer complaints.

Re Which...having seen the indifference voiced by Which on their forums regarding the fraud aspects of CHIP'n'PIN, I don't hold out much hope.

I suspect that other mobile service providers may be affected if it is a shared mast. I guess my main gripe with Orange is the lack of information/total indifference. Their customer service used to be par excellence.

 

[RogerS]

Analysing alternatives. First pass..send this email and see what response I get

If I sign up to you and then find out that I cannot receive your normal standard phone/sms service in my home, can I cancel and get a refund?

O2 failed at the first pass as it is impossible to email them unless you are an O2 customer..or at least I failed to find out how to do this from their website.

Vodafone, T-mobile and Virgin both emailed. Who will be first to reply?

T-mobile wanted my Date of Birth before I could post?! I think not. I am now officially 106 years old...