Cancelling your Orange contract – a troubleshooting guideJuly 29th, 2009 • 397 Comments
UPDATE 12/08: Orange has now scrapped the ToS change following consumer upset and cancellations. Read full update and official statement here.
UPDATE 08/08/09: Comments as of late Friday indicate Orange are now refusing to cancel contracts if you did not go over contract allowance in the last 3 months. We will be contacting Ofcom and taking legal advice Monday and will post a response. More here.
So the good news is Orange have given you the perfect excuse to cancel your Orange contract – they’re increasing the charges for minutes used beyond your allowance and other services from mid-September. The better news is that, judging by your comments, plenty of you are managing to do so without too much bother. The bad news is that for others, Orange customer services are telling outright lies and refusing to help.
Remember that you’re not attempting to scam Orange; contracts are there to protect both parties concerned, not just the bigger of the two. If the terms and conditions allow you to cancel, Orange have no right to prevent you from doing so
Below is a troubleshooting guide for dealing with customer services, to help you through some of the scenarios you may find yourself in when attempting to cancel:
You’re told the changes won’t effect you because you don’t currently exceed your monthly allowance of minutes
It doesn’t matter whether you currently exceed your allowance or not, because the contract you agreed with Orange doesn’t consider changes causing material detriment to you – i.e. whether it will increase your average bill. What your Orange contract actually says is:
4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment.
In other words, it is your right to go over your allowance of minutes without paying more than you previously agreed to. Like voting and free speech, whether you choose to exercise this right is up to you, but Orange have agreed they cannot make changes that affect your rights without your agreement.
Action to take
Tell the operator that while you may not currently exceed your allowance, it’s your right to do so, and that this is clearly stated in your Orange contract. Read the clause to the operator if you need to.
“Just cancelled my contact with 13months to go. no fees. operator did try the “but you don’t use all your allowance so it doesn’t effect you.” I gave the stock reply of “but i might want to go over my allowance in the future.” Her reply was “No problem, when would you like the contact to finish?” Result and I get to keep the phone.” Ed-209
You’re told you can only cancel if you’ve received a text message informing you of the changes – if you haven’t, you can’t
From what we can tell, the changes in charges are for all pay monthly contracts that commenced sometime after the end of May. A text message has been sent to some (but seemingly not all) customers informing them of the changes. Some customers are being told that if they haven’t received the text then either a) they can’t cancel, or b) they aren’t eligible to cancel, or c) they will have to wait until they receive a text.
Let’s take a quick look at two points in the contract:
4.3 In such cases [of wishing to terminate your contract] you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes).
16.1 We regard you as having been given any information if it is either:
a) included in a mailing addressed to you
b) by voicemail, email text or other form of electronic message sent by us to your Device
c) communicated directly by any means.
What this means is that if changes are been made that affect your contract, then you don’t need to receive a text – an operator communicating the changes directly over the phone is sufficient.
Action to take
If you’ve been told that you can only cancel if you’ve received a text, then politely ask: “Will the increases in call charges affect me?”
If the answer is no, then ask why not. Get a specific reason – it may be addressed by another point in this guide. You might be told you don’t exceed your minute allowance, for example – in which case, see above.
If the answer is yes, then point out clause 16.1 of your Orange contract states that you can be informed of the changes by any agreed method, which includes direct communication with Orange. You’ve just been informed of the changes over the phone, and so you don’t need to receive a text.
However, some comments have suggested that Orange are deliberately staggering the texts, which means there may be a valid reason as to why you haven’t received one yet. If the operator still refuses and requests you wait until a text is sent, ask for a specific date when the text will be sent. It has to be before mid-August so you have 30 days to give notice. Agree that if you don’t receive it on this date, that you can call back and cancel. Take the operator’s full name and then ask for a note to be put on your account. If you have to call back again, point out that Orange are already in breach of contract by refusing to let you cancel.
“Spoke to CS and quoted the price increase saying that I’d heard it from a friend. They confirmed that the increase would affect me BUT, I had to wait until I had received a text as they have a “system” in place which means that those who have received the text will be able to cancel without the danger of still being charged the rest of the contract. I didn’t believe this and told her so but she was insistent that I had to wait for a text.” Theo
You’re told you can only cancel your contract after the changes come into effect
This is just plain wrong. It is a lie, full stop. The contract states:
15.1 If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).
Therefore, if Orange do not accept your notice of cancellation and you wait until after the changes occur, you have no right to cancel.
Action to take
If you are told this, read clause 15.1 to the operator. Tell them you wish to give notice now, and by making you wait until after the changes occur they are in breach on contract.
You’re told you can cancel, but you have to return your handset
Again, utter bollocks:
14.1 your Device is not a part of your Contract
Your Device and Accessories are acquired by you outside the terms of your Contract.
It‘s as simple as that, really.
Action to take
If you are told this, read clause 14.1 to the operator.
You’re told you can cancel, but you can’t have your PAC code
Orange don’t want your business going elsewhere and so are deliberately putting obstacles in your way. This includes planting the seed that you might lose your current mobile number – after all, you may have used that number for years.
Judging by the comments from Bitterwallet readers, Orange are telling plenty of customers they can’t have their PAC code (allowing them to transfer your number to another network). This is another lie. Unless there are complex issues with an account, Orange are required to transfer a customer’s number within 2 business days of being asked to.
Action to take
Point out that Ofcom guidelines state that Orange are required to transfer your number – if you don’t currently have another service provider, then this means they must provide a PAC code for you to give to your next provider.
If they still refuse, point out they are in breach of Ofcom guidelines and you’ll be making a complaint. Or suggest they call an Ofcom specialist advisor on 0300 123 3333.
The Orange operator is rude and refuses to help
If your operator isn’t interested in listening and becomes increasingly rude, politely thank them for their time and end the call. The reality is that some agents are courteous and helpful, while others don’t care much for you or what you may have read on the internet, and will treat you like rebel scum.
Action to take
It’s a lottery who’ll take your call – there are dozens of operators, and they don’t get to choose which calls they take – so if at first you don’t succeed, try again.
“Got mine cancelled this morning but it took 3 calls. The first rep went through my call records and checked whether I’d gone over my inclusive minutes in the last 3 months – I hadn’t so she said I wasn’t eligible to cancel. The second asked me for the ref number of the text I got – I didn’t have it to hand so I hung up and checked back -the only number on the text was 2472 so I made a note.
“The third rep was very friendly, put me on hold for a few minutes, came back and told me I could cancel and asked me if I wanted a PAC number. I did so had to take a months notice (no probs with that – gives me time to find a better deal). Then got asked how I heard about charges changes – said I got text – was asked what number text came from. Also got asked when I got the text. All was fine; expecting PAC in post at weekend.
“Keep trying but don’t bother trying to argue it, just politely leave the call, you just need to get the right person.” Grunthos
Hey, i was wondering if someone could advice me..i purchased a contract from a phones4u store last thursday on the 27th..n97 on orange for 18months..but ive already started having some problems with the phone and was wondering if the ‘cooling off period’ applies to me because its not mentioned in the contract!!??…im going into the store tomorrow anyway but would be helpfull if i had a better idea of my rights. thanks!
I`m with orange, and the fact that “Orange customer services are telling outright lies and refusing to help.” Rings true to me, I`ve been with Orange for 12 years now with the same number (obviously upgraded my account and phone).
I have had a load a problems with my latest new phone (not the phone, but orange getting the settings right) which I have had for a few weeks now.
I contacted orange and they have finally got the problem dealt with at last and they promised to add £4 credit to my phone for the next 6 months as compensation for my troubles and because I have been such a loyal customer………well guess what. Not only have they not deducted that credit from my bill they are now saying that it wasn`t pronised to me!!!! WTF
I have made a complaint (which you can only do in writing) and they said “they will look through the tape recordings to try and find out what was going on, as they don`t know who I was talking to when the credit was promised. I have a mad feeling that the customer services tapes are going to conveniently not be found. (it was a call centre abroad) :0
Well, I have to see what happens, they are saying they will contact me within 48 with a response, I`m not holding my breath. Nor am I staying with this distrustful and disrepectful company any longer.
hi does anybody know what the actual text say i think i recieved but have now deleted it so can’t check. just want to jog my memory
I called up Orange, and they said they are no longer changing the price plan!! I called 3 times, and spoke to 3 different people, and they all said the same thing. That they’re now keeping the prices the same!
What do i do!! I Can’t afford the contract anymore!
i rang up on 12 august. just received payg sim and contract cancelled. will wait to see if i still get a huge bill. hope its as easy for everybody else.
i managed to get my contact cancelled over 3 weeks ago but received a bill from orange of £679 which was never mentioned at point of cancellation by the loyalty manager.They also refused to issue a pac code to myself which i think is totally unacceptable.
Pls advice on the following as am seriously considering taking legal action against orange for breaching the terms and conditions
I also had something like this around the £600 for early cancelation. I called them up asked what was going on, i told them i canceled due to there terms and conditions and confimed this was the case and canceled the bill.
I tried to cancel my contract last week i said that i wanted to cancel due to the changes of the call charges, they said that they are now not increasing the call charges so does that mean that i can not cancel??
Can we still cancel or is it too late now?
I started my contract in March 09 I dont think i ever got a text, I might have done but i probably just deleted it orsomething. I have just found out about this now after another company called me wanting me to start a contract with them. So i looked it up and its all true, i thought the company were just saying that so i signed up with them. Im kinda annoyed at orange anyways as they told me one thing while i was renewing my contract and after the handset arrived and the new contract kicked in it was nothing like what i was told. I was supposed to get a cash back deal, unlimited internet and skype calles etc for free. But i just got a basic dolphin deal when the contract came into play. Iv tryed calling but i just keep getting told we cant deal with this problem at this time as theres nobody hear to deal with it. Or Out computers are down so we cant access your account to terminate, and the last one was i had to take action within 48 hours of the message to be able to cancel. The phone i got when i signed up was an LG KC910, I didnt use the phone for about 6 weeks after getting it as i was still using my old phone and contract. when i did finally use the KC910 the phone crashed afte a few mins and then the touch screen became un responsive, as if it wasnt even touch screen, i could press anywhere on the screen and nothing happened and they wouldnt take the phone back cos i had had had it so long. So i really wanna cancell no i have found out about this loop hole. please tell me its not too late.
Am I still in the right time period to cancel my contract X
I would also very much like to know if it is still possible to cancel using the above information at this time.
Yes please let us know if we can still do this as my fiance wants an iphone and desperatly wants to get out of her orange contract to get one. If we can use this we will.
I don’t think you can now, sorry. They haven’t gone ahead with the increase in call charges after so many people cancelled, so I can’t see as they’d let you cancel early without paying the remaining bill. You could always give it a go though, no harm in trying.
Anything existant like this for laptop contracts?
hey i couldnt afford to pay my contract so they have cut me off and passing it to the debt recovery team moorcroft i was wundering im getting the phone put back on soon when i pay it but as ive been cut off till now from july 09 i wont have recived the text or have been informed so do you rekon i can pay my bill and canccel the contract at that as the terms have changed please help thanks ?
i signed orange contract 31th August 09 can i still cancel?
I have a 18 month contract with orange which i have used for a few months now, i entered a 35pound a month contract whereas always get a really high bill. Also they said to me how it was unlimited internet and messages whereas i have been charged for internet, I had magic numbers which is unlimited calls to orange nubers they say i have exceeded my magic numbers and its gone on to my usage, is there any way i can get out of this contract??????/
I have been on a 18 month contract since february 2009.
I have been looking recently at new phones on phones4u.com and they said that i can cancel my contract with orange when I next pay my bill on the 24th June because it will be the very last time i pay my bill. However, my contract doesn’t finish until another month after this; will i still be able to cancel my phone on the 24th without paying any money ?
I have a really crap phone, i bought it through carphone warehouse, took out a contract back in may 09 and desperatley want to cancel.
ive had so many problems with it being stolen and they being really difficult, faulty phones, can i cancel?
im willing to pay a fee, i just want out of my contract and a phone that works.
what can I do?
i believe it was a bit rushed, and not noted some features that not many people speak about. Everybody is aware of that the majority new smartphones have internet, so why show that fundamental perform at its bear minimum. Scroll up scroll down zoom in zoom out. Actually? which new telephone doesnt try this? How bout talk about how the textual content rearranges itsself. Also the texting, very poor review. Why didnt you mention you should use the mic and text together with your voice? Neglected ALOT of different more vital features
I got a text message from orage saying that cals to call fowarod numbers will be chargge at 20 ppm Can I cancel my contract with no charge ? please reply Fanks
Pmsl here hun – I share a PC with my Hubby and I use Gordon Ramsey but he keeps changing it to Harlequins Rugby Team – it’s a battle of wills that will never be won !!
Yeah, I’ve had a real pain in th a$$ with orange over cancellation…
I phoned them, a long tiime ago, they said no problem, we need to send you some sims, register these and all sorted plus you get to keep the number on a pay as you go basis – great I thought.
The sims never turned up, I forgot about it, then noticed I was still getting a statement and chase letters, I phoned them up again, same process, again nothing,
This has gone to the point that solicitors are involved, I have a letter from Orange giving the data that I asked to terminate, so they have admitted full knowledge, but still say that I needed to register the sims that never arrived.
My counter reply is that if that was so important, they should’ve sent them via a tracable service, but never did.
At the moment, I’ve not heard from them for a few months, they say they sent the sims, I say they never arrived, but do have written confirmation from them of termination request and date.
They can be a nightmare, so be warned!!!
About 4 months ago i was called by Orange coz my 18 month contract was almost up and they wanted to give me a new 1 and new phone. I thought id mite aswell, so i was put on a 2 year contract and got the new ericsson. And it now turnes out im out of a job and have to go live with my mother abroad for some soport, and I cant afford the phone anymore and need to terminat it. Is there a way i can terminate it with out paying so much, because if i have to pay the rest of the contract its going to be round 600 and it seems really cruel.
i have a feeling that if you move abroad then you are allowed to terminate your contract free of charge!
worth checking out..
Having recently dumped Orange Broadband and moved to another ISP provider (Having correctly informed them of termination of contract, confirming final payment had been made before cancelling Direct Debit AND having received one of their “Sorry You are leaving us” communications;) they then sent me a letter three months later demanding the “outstanding payment” with dire threats of “Legal Action” if the payment was not tendered within a few days.
My response was to formulate a really good “Snotogram” informing them of the circumstances, rubbishing their abysmal customer services; and informing them that if they persisted, I would place the whole thing in the hands of The Office of the Telecommunications Ombudsman.
Guess what? Tonight I received a grovelling apology by phone saying that the payment would be waived, and I would hear no more of the matter.
Moral: Don’t touch Orange with the proverbial bargepole… but, if you do or have; don’t submit to their bully tactics. Call their bluff and with luck, they will back down.
I too am in the process of wiping myself clear of Orange Mobile.. They make it so difficult for you to cancel your contract by sending you on a wild goose chase. I urge anyone who has a contract coming to the end of a bogus agreement with them to make it in black and white.. They urge you to phone them all the time but they will deny you have contacted them simply because you have phoned them.. They do not understand the word ‘CANCEL’ you must write to them with your 30 days notice and make sure you have the letter REGISTERED as they will probably say they never received notification.. I phoned them to cancel my contract for two reasons, 1. Was when i was in the shop they said I could take out a Sim only contract for 30 days roll over and cancel without fuss by giving 30 days notice, What they said and what they put on paper was entirely different.
2. I had built up a phone fund with them on PAYG and said I could carry the balance forward onto Contract !!Well what a surprise I had 3 months later when I enquired about the phone fund as I wanted a new phone?? What phone Fund? I was told I had Lose it all as I went onto Contract.( Well are they not breaking a Contract with me then by not issuing me with a mobile I had in reality already paid for??)
When I cancelled the contract by phone call, they sent me out a new PAYG Sim Card to activate to cancel out the contract one?? They are now saying they had no notification of me cancelling… Well Orange I have the Sim Card you sent me to prove I did cancel, You only have to work out that both Sim Cards are linked to each other.. The Public need to know all this before they enter an Orange shop. Make it all on paper for all to see..
To anyone who wants to cancel there contract please click this link
orange are again changing their prices on 1 March 2011, ive been looking to cancel for months, i hate orange service and feel im being robbed out of 45 pounds a month for nothing. lets get em!
Chris. Will i be able to leave my contract due to this?
hopefully, if you follow the guidelines above then should be no problem, i havnt done it yet cuz i cant be dealing with the aggro, but when i do ill post up
@chris & @james
I have taken steps to to cancel my contract as a result of the above price changes also orange are charging for call forwarding numbers beginning with 074181 & 079379 from the 1st of april 2011 i recieved a text as i use a number to call abroad which comes out of my inclusive minutes.
I will keep you guys posted as soon as i get a reply.
Account number: 96665540 Order number: TB04021225
Address: 7 Norman Avenue Sutton-in-Ashfield Notts NG17 5FZ
Please cancel my account as soon as possible. i have not removed the sim cards from the packing
The reason why i am cancelling is because of a better offer.
Just taken out a new contract with virgin as my orange contract ended two months ago but i never cancelled it. requested my pac number from orange which they sent me with a letter saying i have to give 30 days notice of leaving once i receive the code. i am on a £15 a month contract, do you think they will really chase me for that if i leave straightaway
Hi can you tell me if it is possible to change my mobile handset, I took out a 2 year contract in an orange shop on the 7th May 2011 and went back in the shop the next day and asked if I could change my mobile phone for another one but I have been told there is no cooling off period if I have signed up for a contract in a shop . Do I have to keep the phone now.? I am not sure if I could cancel my contract either at this stage?
Hi all, took a contract out with orange on th 17/12/2010, have had numerous problems with the phone, including it being replaced three times this month already with problems, they have now sent me a brand new phone, still same model, but its still having problems. is there anyway of cancelling the contract as they will not offer me a like for like replacement phone?
Orange have changed the price of 118000 [orange directory enquiries] from 69p per call to 89p per call… i have called up orange customer services quoting condition 15.1 of my contract and they tell me this cahnge is not a breach of contract. Is this true?
Hi. I bought an iphone4 with an orange contract last Nov.2010. It’s a 24 months contract. My problem now is that I will leave UK for good this coming sept. Can I terminate my contract with this reason? Do I have to pay some amount because I still have 15 months to go? And lastly, will they take my phone back?
I’m having troubles with Orange, i told them on April that from April onwards my income would be dodgy, i Payed for April to May and my income stopped, and they kept on charging me even though they’ve locked my phone down so i cant call anyone or text anyone and no one can contact me, and now this random debt collecting company called Northern Debt Recovery (green oval with NDR in it) and i researched them and found nothing on them. Apparently i have to pay £58.25 which at the most i owe them £20 i have no idea what to do.
I am having iPhone 45 call plan for 24 months with Orange network. I am facing lot of troubles and Over charges ever month. Now I have crossed 18 months so far. But I having major issues with orange contract which i have taken.
I am having iphone £ 45 call plan for 24 months with Orange network. I am facing lot of troubles and Over charges ever month. Now I have crossed 18 months so far. But i having major issues with orange contract which I am Using.
Poor Signal Problem:
1. I am not having better coverage signals since I took the contract. When i phoned the orange customer care Team from 4 Th month of my contract period, They had replied with Answer : The orange signals can’t penetrate the Building premises and any solid substances. When I was advised by a adviser in orange team they said they got excellent coverage in all over London areas. I am still living in East London but I having such a issue. When I contacted the customer service Team They replying with some stupid answers that I hav to move from the place where I am Living and my working area too. Which is rediculous answer from orange .
If I wish to terminate the contract at that time they told me to pay for rest of the time period (ie., 20 months Contracted amount ex. VAT).
for that reason I was still with the orange.
Due to this poor signal problem , My calls get dropped and not having proper Signal. Again I contacted them for better signal issues. They replied that Orange is going to Merg with T-mobile so i will get the proper signal frm Sept 2010. but for using this Better signals I must have to Turn OFF then 3gs on my Iphone.Which is totally pointless to me because then what is the reason I have choosed the Iphone Contract.
UnExpected over Charges for No reason:
2. I moved to India for 9 months from OCT-2010 to May 2011 at that time ,I didn’t Use orange service at all but I have paid the Contracted amount every month that I setup with orange. Mainly when I returned from India, I get to know that My SIM has been blocked for not using for such a long time , I contacted them to get Activated. But they had send me a new Sim card instead of that and Charged me £3.00 for the Sim + Courier charges £ 11.06 pounds that is included in my next bill all together with my call plan they have charged me 52.36 pounds and VAT for no reason £10 pounds like that. Total=£ 62 pounds.
Every month my call charges exceded and now I am ended up with £ 201.36 pounds which is due to Call dropped for any calls because of poor coverage and bad signal with In All over London.
3. Call Plan changes for Aug 2011 But they didn’t notified me via Mail, Or Text or any thing But they Keepon Charging me if I have made any calls like 0844, 0845,0800 then raised the call cost to 35p/ min. But It was 15p/min when I choosed this Contract.
What Shall I do ,I wish to end my Contract Immediately. Please can you advice me how to do that. I am not ready to pay for the reamining months for no reason. I have paid more than £ 1500 pounds so fare.
I went to France October 31st for three days and was advised that if I paid an extra£5.00 on my usual b ill , the calls I made over £5 My monthly account is usually just under £20 and I received a bill for that period of £43/£45. I made one directory enquiry call which cost £4.50 inc. VAT. Is this possible. There is no signal at all within a mile of my house. I hav e written to Orange just after I received the bill. No reply. I have tried ringing oranage but without success. I have written again to organge customer services enclosing a cheque for £ 25. Again no reply and my phone has been blocked. I find it incredible that one cannot speak to an individual to sort out the problem , that one is in the thrall of a company and has absolutely no recourse to suggestions that are made by them which are blatantly untrue.
I signed up for the Dolphin SIM only £7 deal 30/11/2011. When I discovered voicemail was not included I called Orange to cancel. This was on 18/12/2011. I was given a PAC code and no attempt to keep me as a customer was made. I called back recently to check on the charges and see whether I might get a better deal. This was a big mistake. I spoke to a Paul in ‘Loyalty’ and was told that as I didn’t cancel within 14 days of the contract he was going to have to change my contract from the 30 day expiration to the full 12 months and I would have to pay for the remaining 11 months. He then proceeded to alter my account so that it displayed 12 months. I started to get angry and asked to speak with a manager. Then I found the despatch note for the SIM dated 05/12/2011. Even if I had received the SIM 05/12/2011 the note states a 14 day period from the date of receipt which would have allowed me up until 19/12/2011 to cancel. When he called back he had changed it back to 30 days and said I woudn’t have to pay after all. What sort of company is it that has to resort to extortion like this? Disgraceful, malicious behavior from an employee working under the instruction of his employer Orange.
Hi,i bought a orange contract and im sick of it,just want to get out of it.was a bad christmass present for myself.helpppppppppppppppppp
Help me my partner has 2 orange contracts one he had in august 2011 and another in december i am trying to find a way out of these 2 contracts my partner payed 170 bills this mpnth all becusae of call charges one was 60pound alone it getting out of hand now getting to much now i never in my life thorght it would be so expencive we just cant take no more we paid bill on friday orange shop told us phones would be back on in 24hr nothing 72 hr still nothing eny advice to help me get out of the 2 i would be really grate full
hi l purchased a PAYG mobile on ebay the phone is all legal l have IMEI code sim card number pin number the person l brought it from l have been trying with the seller since 13/01/2013 to get phone unlocked with no success can anyone please advise me what l should do