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No signal 7 months into orange phone contract - what can i do?


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I took out a 24 month contract on Orange at the start of April 2010, got the phone and realised signal wasn't the best, only had 3 bars outside and 1 bar in, so phoned Orange the advisor told me best thing to do would be cancel the contract and put me through to returns, I had also arranged to port my number over from O2 and he said he would cancel that, so the returns guy arranged to have a returns bag shipped out.

 

2 days my number ported over after the guy saying he would cancel it, So I phoned up and he told me I need to phone O2, I phoned O2 who told me I need to phone Orange and I went back and forward and just decided to give up, I'd just get a new number.

 

A month later still no bag received, I phoned up and apparently it was never done:-x and they wouldn't let me cancel, so all I could do was put up with the rubbish signal.

 

In the last month I have gone from having poor signal to non existent and either home or work, I have tried several handsets and nothing, I phoned Orange just today and he checked the transmitter and told me nope all is fine however I am in a blackspot and shouldn't really get any signal, I asked what can I do, he tells me nothing, only option is to buy a Blackberry with UTM technology and make calls over internet.

 

Where do I stand here exactly? This isn't good enough and Orange do not care, I had a similar issue when Apple released an update that rendered my 3G useless, simply didn't care.

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Unfortunately, you are well outside the 'rejection window' to complain and seek cancellation. The fact they were going to send you a bag is fine in principle, but if it didn;t arrive it remained your responsibilkity to get the handset back in good time. 6 months on, this is no longer an option. As for swapping to a a UTM phone, this is just rubbing salt on the wounds, I wouldn't bother.

 

In your situation all you can really do it WRITE, and see if they will reconsider bearing in mind the earlier exchange of your problem's and their failure to resolve. There is nothing you can do to get them to enforce a termination or cancellation, but they may - just - agree that there have been failings, but there's no magic wand!

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Unfortunately, you are well outside the 'rejection window' to complain and seek cancellation. The fact they were going to send you a bag is fine in principle, but if it didn;t arrive it remained your responsibilkity to get the handset back in good time. 6 months on, this is no longer an option. As for swapping to a a UTM phone, this is just rubbing salt on the wounds, I wouldn't bother.

 

In your situation all you can really do it WRITE, and see if they will reconsider bearing in mind the earlier exchange of your problem's and their failure to resolve. There is nothing you can do to get them to enforce a termination or cancellation, but they may - just - agree that there have been failings, but there's no magic wand!

 

Wouldn't of mattered about the bag anyway as they never put the return through,

 

I have posted this on 3 boards and this is the first reply I have got, no one seems to know what to do including Orange who rather than try and resolve the issue see a chance to try and sell you something else.

 

I just can't see how this can be legal to be honest, you buy an item that stops working 6 months down the line and Orange say sod you basically, so if I want to use my phone I will have to move home and change job?

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Nothing to do with legality, I'm afraid. Your service contract stipulates their responsibilities when there is no service issues, and the bottom line remains, a wireless network cannot be held responsible for coverage issues as itvhas no direct control of them. Your house, for example couture be lead lined and block all signals. This is why it is imperative you assess suitability in the week or so after you get it.

 

The best advice is never, ever, sign up to a long term binding contract, because there is no earthly reason why you should do so, as the downsides to you are always considerable.

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Hi dj

 

It might be an idea to E-mail Tom Alexander, Chief Executive, tell him whats happened and how you feel Orange have let you down, then explain what you want Orange to do about it. Make sure you mark it Complaint [email protected]

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What would also be a good idea is to call their customer services and ask to opt in to sharing T-mobile signal. They can set it up on their end and if your area has signal from T-mobile then you'll have signal, problem solved.

 

(if there's no T-mobile coverage in your area then this suggestion is no good, but worth looking into at least)

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True - however you can do this yourself when you are n standard Orange coverage. *You'll receive a sequence of text alrerts to confirm your upgrading to accept the new signal, you also need to restart your phone. Once you acquire a T Mobile signal for the first time, O will text you to confirm you've successfully 'roamed'. It is worth remembering this only works for 2.5G, there is no link to a 3G signal from both networks yet.

 

*Check the Orange website for instructions on the code to dial to initiate the process.

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Hi dj

 

It might be an idea to E-mail Tom Alexander, Chief Executive, tell him whats happened and how you feel Orange have let you down, then explain what you want Orange to do about it. Make sure you mark it Complaint [email protected]

 

Thanks, thats the email address I was after, as they don't seem to reply to the rest.

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Well we have somewhat of a result.

 

I emailed the CEO and have just got the following,

 

Thank you for your recent contact regarding the issues you have experienced

with your Orange subscription.

 

I have investigated the areas you refer to in your letter and have discovered

coverage is quite poor and I can also see there was a note made by an

operator stating you were looking at sending the phone back within the seven

day cool off period.

 

If you would like to go ahead with this please call me on 08708700862 between

09:30 and 17:30 and I will be happy to discuss this matter.

 

I look forward to hearing from you soon

 

Yours sincerely

 

 

 

 

I don't know what way this will work now as I traded in the iPhone after Apple cocked it up and wouldn't exchange it, I now have a HTC Desire phone which is more expensive than my original iphone

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Almost a result. But looks like you might be stuck if you don't have the equipment to send back to them. I can't see them accepting any other equipment back to cancel the contract apart from the original phone that was supplied by them.

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Right well I phoned up, I explained the situation, they saw all the issues with the iphone and asked what I was using now, I told them they said did I get the HTC to replace the iphone I said yes, they said right well they are forwarding it on to the termination department and someone will phone me tomorrow, so I don't know what to make of that?

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  • 10 months later...

Went into the Folkestone Orange store on 20/09/2011 explained that i could not get a signal where ii was moving to which is in Hythe a neighbouring town (not exactly in the middle of nowhere) I asked that if there is no service could I come out of the contract? The member of staff I spoke to said "its not orange's fault you've decided to move house." I said that I would cancel the DD at the bank, he then said that I would be listed with a credit reference agency if I do this. Think that this is a disgusting way to treat and speak to customers i was very shocked.

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Bluntly put but pretty much hit the nail on the head. Unless you used to have signal in that part of Hythe and Orange have removed a mast, then you'd be able to complain.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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Had perfect signal when I lived at the same address which was just over a year ago. Also when I go on their coverage checker and type in the postcode it states that coverage is excellent !! Luckily I have a land line at my new address didn't think i would still need to rely on one in 2011 ! Going to make an official complaint in writing.

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OK well then I think you have cause to complain. I believe this is an issue as they're merging with T-Mobile , they are turning off some cells. If they've turned off the one that you used to be connected to, then I believe they should either put your contract on hold until they fix this, or cancel it completely.

 

Try a nice polite email to the CEO [email protected]

Tell him you used to have good coverage here a year ago, and that was your basis for staying with Orange. Throw in a little praise "I've been a happy customer for xx years" and "I hope coverage can be restored to my address, as Orange is by far my favorite mobile supplier". see how they reply.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

C.A.G. Toolbar

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