Orange - no cooling off period??

[ANNALH]

I have been with orange broadband £17.99 per month for over 12 months.

In November I contacted Talktalk to arrange to switch to them. I was under the impression that Talktalk would contact Orange to let them know.
I had a connection date of 11th Feb off Talktalk today so i downgraded my Orange package today so i wouldnt have to pay as much if the changeover date was delayed. Then i contacted Orange to make sure they knew and would not be taking any more direct debits and they said I should have contacted them and gave them notice. and they also said that because i changed my package i had effectively signed another 12 month contract with them! and if i wanted to cancel i would have to pay £175.98!!!

Surely I am entitled to the 14 day cooling off period same as for everything else??

Please advise.

[MARTIN3030]

Am checking this out for you...so bear with me,You are not being ignored !

[buzby]

It looks as though Orange are trying to impose their usual mobile phone regime on BB customers, and quite unfairly. When you change your handset you are locked in to another minimum contract term (which is reasonable since they discount the phone). However, if you changed BB tariff, you've really got the benefit of nothing, no new modem, promotion or anything else.

Whilst the Forum has heard horror stories about TT and their cavalier attitude to customer service, if you really feel you have to go - then Orange should not be putting things in your way. With hindsight, perhaps it would have been better to leave well alone and let TT do the business, but I fully see your reasons why, and if I was in your situation UNLESS the clerk said your change locked you in to a new minimum contract, then without knowledge of this, your EXISTING contract prevails, and your reason for downgrading prior to switching is perfectly acceptable.

They may, of course have been talking nonsense and nothing of the sort has happened, TT will request the transfer and this will go ahead. HOWEVER, if you have heard that ORange IS blocking the transfer, you need to write and explain that at no time did you 'rejoin', and simply downgraded prior to cessation. If the company wishes to pursue the matter, ask them to provide confirmation of your agreement to the extension, and what sign up offers you would enjoy as a result.

I really don;t think you're line will be locked from transfer, but keep us all posted!

[Karma1]

Every type of credit should give the opportunity for a cooling off period

[buzby]

I quite agree, however this isn't credit, so it's not relevant.

[ANNALH]

I even phoned back on the same day to say i had changed my mind to get them to reinstate the account but they said that was not possible.

They cut off the connection immediately so im back to good-old dial up, yay!

[Darren]

I left Orange to join TT last year - a big mistake. Talk Talk was as slow as dialup and their customer service is dreadful, it would also cut off every time the phone rang and they blaimed everything but themselves(BT phone line, Orange, my computer, sky tv), after 8 calls of between 20 and 45 minutes (expensive helpline) within the first 8 days I decided to leave as it was costing more in calls than my orange broadband.

As for Orange if you still want to leave ask for a copy of your new signed agreement or a copy of the recording of the phone call where you agreed to this.

Hope this helps and good luck with both

[lillboy]

Stick at orange you can cancel
i had a problem with orange insisting that i cannot get out of a contract. If I was you i would get the name of every person and the exrension number there on, for reference eact time you call them. once you get through to one who seems remotly interested then every time you ring orange ask to speak to that person they will get fed up of you and try and sort it out for you.
Do not let these people bully you. i had my 18 month contract terminated and they let me keep my phone Nokia N73 and live box.
it gets frustrating.
Should you want the direct number for the corespondanse dept please im me.
I ended up going back to BT i can honestly say there is a big difference to the customer services dept. IMHO BT can call it customer services without breaching Trades Discription Act.
i will watch this thread offering any advise i can give.

[ANNALH]

Thanks for all the advice.

Yes Lilboy if you can give me a number of someone who would help me that would be great.

[lillboy]

Hi
i will Pm you tonight with the corresponace department phone number.

[lillboy]

Correspondence Team 0870 7978000 open 9-5:30 Mon To Fri

you could also try the following 0113 2982005 this is Customer services High Level Complaints Escalation dep't.

Good Luck