Orange - the latest gravy in the battle for contract cancellations
UPDATE 12/08: Orange has now scrapped the ToS change following consumer upset and cancellations. Read full update and official statement here.
So this whole Orange cancellation thing then – here’s the latest.
A couple of weeks ago, we revealed that Orange customers had a cast-iron way to get out of their pay monthly contracts after the company had increased some of their call charges.
Hundreds, possibly thousands, of Orange customers took advantage, word got around and the whole thing began to snowball. A few questions about how to cancel arose, and so Paul came up with a troubleshooting guide. Our comments sections began to swell as you followed the instructions and gave us feedback on how it was working for you.
The days rolled by and more and more tales of successful cancellation followed and all was good. Then, towards then end of last week, things changed dramatically. Orange have started to reject some customers’ requests to cancel, saying that their legal team have told them they’re not eligible, because they don’t go over their monthly minutes allowance and they don’t make 0870 calls, the areas where the price changes are being actioned.
They’re also telling customers to make a complaint to Ofcom if they’re not happy, which sounds like fobbing off in the extreme. A case of telling you to make a noise somewhere else, through a procedure that’s trickier and more daunting than just picking up your phone, calling Orange and quoting a contract before getting your PAC number.
To us, this new approach from Orange sounds like complete and utter bollocks. Just because you haven’t encroached beyond your minutes or made an 0870 call YET doesn’t mean that you won’t in the future. Orange are deviating from the contractual agreement you both made when you signed up with them and now they’re trying to tell you that you have to just shut up, sit still and swallow a price rise whether you like it or not.
We’ll be spending the day trying to get a reaction to Orange’s shift in tactics from cleverer people than ourselves and hopefully the picture will become clearer over the next 24 hours. Either way, we’re certain that this isn’t over yet, and if you’re a disgruntled Orange customer looking for way out of your contract, we’ll do everything we can to help you make it happen.
Keep watching the skies, people.