Need Help! - Orange, how can they ?!

[Anthoney_j]

Hello everyone,

I signed up here today because I’m looking for anyone who can give me some advice on this situation.

I don’t use WAP on my mobile, I have the internet at home. My orange bills are normally about 30 pounds a month.

I had a bill in December which had 700 pounds of internet data charges which was something like (128 MB), yes that’s right 128 MB !

The thing is, I don’t use WAP. No one has use of my phone but myself and I don’t see how this has come about.

I contacted orange and cancelled my direct debit. Orange sent it off to their "Data Integrity team" which took them three months to say it looks legitimate. Even though Orange staff were telling me in the mean time that I MAY have been blue jacked.

So, Orange want paying, I know I haven’t used WAP. You cant speak to anyone who can do anything about it. Team Leaders, Customer Services have no authority and just say "Sorry, there’s nothing I can do".

Well, go orange. So I have to pay or face someone coming round to my house to take 700 pounds worth of stuff that I own?

I’m so shocked... I really don’t know what to do! Orange just don’t care!

[lawbunny]

Hey,

Have Orange told you how they have come to the conclusion that these charges are legitimate? From what I am aware, they should be able to tell the imei that the internet was accessed from, the sim serial number, and the cell site connected through etc.

Also, when was the wap apparantly accessed? Was it on multiple dates, or was it all on the same date? With mobile phones, if you accidentally hit the internet button you can end up connected without knowing, and due to the odd way of charging (per kb rather than per min) if a page automatically reloads itself you can end up with a massively huge bill (trust me on this, I've seen it happen many many many times). Have Orange given you any possible situations like this?

Additionally, I'm not sure about Orange's tariffs but do they do any data packages? (ie some networks so unlimited browsing for a set amount per month). Would Orange not agree to remove the charges and simply charge you one month's worth of data package instead? (ie I work for another network, and sometimes in this situation we would reduce the charges down to the £7.50 web n walk charge).

If you are not getting anywhere with customer services (including Team Leaders), keep in mind that the networks specifically prohibit their csa's from adding credits for 'legitimate' charges, so I would suggest you write in or email in to a higher authority.

[Anthoney_j]

Yes, they do a package for £5. Its off peak but includes 1GB, this is what really made me angry!

They have told me that it was over a 1 week period, and the times very, but from what they have told me, ive always been in the same place when its happend.

Orange are useless, they havnt said hardly any of this suff that you have (which is what they would have looked into).

Apparently a Team Leader / Line manager is going to make some calls and phone me back later this evening, im not counting my chickens though.

I just dont know what I can do if they dont give me any kind of benefit of the doubt. I will try what you said and offer a months pay for the tarrif !

Thanks

[lawbunny]

Hey,

I hope you get that call from a manager tonight.

Point out to them that if you were going to actually use the internet on the phone you would have added the data package, and see what they say. If the internet has been accessed on a few different days, it does make the situation a little harder for you (they are more likely to accept it was an accident if it was all accessed on the one day). They can see every time you have loaded up a new page, so they should be able to see if someone was browsing through lots of different pages, or just sticking to one page (in which case it could even be a phone fault that it is connecting to internet).

I doubt Orange will agree to completely wipe all of the charges, but if you try to be reasonable with them and offer to pay the month's data charge, and perhaps any excess, you may find that they would be willing to meet you halfway etc. But your best chance of getting this is by emailing a higher complaints team, if Orange have one. Alternatively, if this manager calls you tonight, and you get no joy, ask to speak to his/her manager.

[Anthoney_j]

Sure, im more than happy to pay a months data package just to get it sorted, even though it wasnt my doing!

We shall see, thanks for your help!

[Human Writes]

You might have to write in to get it, but Orange have in the past provided me with data itemisation on my bills, that may or may not help you fight your corner.

[2Grumpy]

Originally Posted by Anthoney_j

I had a bill in December which had 700 pounds of internet data charges which was something like (128 MB), yes that’s right 128 MB !

That's £5.50 per MB! How can they charge that much?

Grumpy

[little_star]

ive just had a similar problem, my bill said that i had used the internet but the phone cant connect to the internet and this is still ongoing, im waiting for a reply on the complaint i put in

[BerryN]

wow! strange how Orange work isn't it! I have a mobile boradband usb stick from Orange that hasn't worked since I got it 2 months ago and they won't change it or release me from a 24 month contract so I have to pay £20 per month for nothing! GO ORANGE!!

[OrangePrimate]

Originally Posted by BerryN

wow! strange how Orange work isn't it! I have a mobile boradband usb stick from Orange that hasn't worked since I got it 2 months ago and they won't change it or release me from a 24 month contract so I have to pay £20 per month for nothing! GO ORANGE!!

Hi BerryN
If the USB is not working, ring CS and have them run a diagnostic on it, it could be something simple like the settings. If it is faulty and supplied by Orange direct they will replace it for you, if from a retail store you will need to take it back to them to get a 'fault code' for them to replace.

Do you know why it isnt working?