Thousands can cancel Orange contracts after loophole is opened

27 July 2009

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.

Cast your mind back to what happened when 3 announced they were cancelling their 3 Like Home service - it provided customers with a loophole to terminate their contract early. 3 weren't entirely pleased about it for the most part, and their staff tried plenty of tricks to wear down those who called to cancel.

Now it's the turn of Orange. They're making substantial changes to their pricing policy - in particular there'll be changes made to costs for web access from your mobile, and the cost of calls not included in your plan (the likes of 0870 numbers and calls made beyond your allowance) will rise from 5p to 14.7p a minute. Many customers have received a text from Orange to make them aware of the changes, which come into force from mid-September. As far as we can figure out, these changes are set to affect all customers.

[NOTE 28/7 - Bitterwallet reader Robert states has been told by Orange customer services the changes do not affect customers who signed up after June this year, so you may not be eligible to cancel]

Is this an opportunity to cancel your Orange contract? Absolutely. The terms and conditions set out by Orange are very specific:

"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 such cases 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). However this option does not apply if:

"4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period."

Of course, Orange isn't making it easy for everyone. A common complaint in both the HotUKDeals forums and MSE is that customer services are turning down requests to cancel, because customers either don't use web services on their mobile, or that they aren't using their full allowance anyway. This is not a valid reason to refuse a request to cancel. The key is the passage in the terms and conditions that says:

"You may also terminate your Contract if we vary its terms, resulting in... changes that alter your rights under this Contract to your detriment"

Regardless of what customer services may say, your contract gives you the right to go over your call allowance, regardless of whether you do or not. If gives you the right to call 0870 numbers and the right to use web services, even if you have no need to. You have the right to do so at the price you originally agreed with Orange when you signed the contract. Your average monthly bill may not be affected by these changes, but the terms and conditions in this instance are concerned with your rights being affected; clearly, if you can't go over your allocated minutes without paying three times the price you originally agreed when you signed the contract, then the proposed changes are detrimental to your right to do so.

Another trick being attempted by some customer service agents is to demand the return of the handset. However as the terms and conditions clearly state:

"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."

If an Orange operator demands the return the handset is mandatory, politely ask them to read their own terms and conditions.

Finally, it seems some customer service agents are telling customers who didn't receive the original text that they aren't affected by the change. Again, your monthly usage isn't the point here - it's whether you have the right to exceed it and not be charged more than you originally agreed.

As is always the case in these instances, how successful you are will depend on the temperament of the individual operator taking your call, and how well informed they are. Be polite, but stick to your guns. Contracts are in place to protect you as well as the other party - brush up on the points above and let us know how you get on.

500 comments

  • Steve
    Does anyone know if this affects business users too?
  • sgandtg
    Anyone know if this applies to virgin also? They've also changed their prices as per a very recent email from them.
  • Paul S.
    If you want to send the full email to us at [email protected] we'll take a look at it for you!
  • sgandtg
    I've forwarded it on to you, but here's a copy/paste for everyone else's benefit:- We hope you’re enjoying your mobile from Virgin Media. We’re just getting in touch to let you know about a few changes to your service. A nice and simple monthly mobile deal From 28th September 2009 some of the calls you make will be charged differently. Calls to other mobile networks in the UK will cost 35p a minute (instead of 40p a minute). That’s 5p cheaper! And if you’re calling a UK landline or another Virgin mobile, it’ll cost one simple flat rate of 20p a minute, instead of 15p for the first 5 minutes each day and 5p a minute after that. Calls to our Groupcall service will also be charged at 20p per minute and calls to freephone numbers will cost no more than 15p per minute in the UK. What’s more, you can keep browsing the internet as much as you like for just 30p* a day, any day you use it. Making calls that last less than a minute From 22 September 2009, the first minute of any calls you make to UK landlines or UK mobile networks (including mobiles on Virgin Media) will be charged differently. This means that if your call lasts less than one minute, you’ll still pay for one full minute. After that first minute of each call, you’ll be charged the remaining cost of your call per second. All other call types in the UK will continue to be billed the same as they are now. The great news for you is that our standard costs are now even simpler and better value than before. To find out more about any of these changes, call us free on 22525 from your Virgin mobile phone. Keeping tabs on Your Account is easy We want to make it even easier for you to keep track of what you’re spending. So any time you like, you can check your balance and any payments you’ve made online in Your Account. Just visit virginmobile.co.uk All in all, there’s never been a better time to be with Virgin Mobile. Of course, as always, when we let you know about any major changes you have the right to leave us… but talk to us first! We hope you’ll be with us for a long time to come. Yours sincerely, Mark Davidson Executive Director, Customer Care
  • Sarah
    Does this mean that orange will have you give you an unlock code for your phone aswell when you leave?
  • Kris
    Sarah I tried to get an unlock code out of 3 when they broke there terms and conditions. They were not having any of it - was on the phone arguing to them for an hour and gave up. They wanted 15 quid for it. Got someone else to do it for me rather than paying them!
  • Chris
    If you need to unlock your phone you will still have to get this one at cost. You could either get it done at the highstreet, do it yourself (only some phones) or through Orange. High street costs vary, doing it yourself can be free or a few quid. Orange will charge you £20 for the unlock code which can take a few weeks to arrive too.
  • Jase
    Nice to have this to refer to. You guys have really gone to town with the T&C's clause quotes...its a shame that I may have no use of this! Although yes, the price has tripled on web access and 0870's...I rarely use either. On renewing my 18 month contract, I traded in a Nokia 3310 (yes, a piece of s**t) for £100 credit and got a new Nokia 6500. I attached the £100 credit to my contract (-£5.55 a month) and got some loyalty discount. I'm on Dolphin 200 (£19.57 / £24.97 a month...18 month contract) and I get it for like £13 a month. And anyway I save s**tloads with Orange Wednesday's. BUT...I may just give them a call to scare them. Perhaps they'll give me some sort of "stay with Orange" discount. Note: Customer services and store staff will attempt to get you to trade in your old phone when renewing a contract (Nokia 6300 for me), but the only requirement is that the phone turns off and on...it can be any old crap to get you £100 credit.
  • Paul
    I got a contract with orange (through another companys website) a few months back and i got a free tv, if i canceled it would it mean i would have to pay for or give the tv back then?
  • Alan
    Hello, I just tried to cancel along this way (I've been wanting to leave for a while as I get no reception from my office) and was told that if I didn't get the text, the changes in charge wouldn't apply to me. Is this possible, or are they just fobbing me off? Cheers,
  • Paul S.
    Hi Alan, Judging by other responses, what they probably mean is that your average bill doesn't exceed your minute allowance, you don't use web services or you don't call 0870 numbers. If so, they're taking this to mean the changes don't apply to you. They do. It's important to note their own wording - the T&Cs don't mention average bills or use of particular services with regards to grounds for termination at all - they are concerned with "changes that alter your rights under this Contract to your detriment." It's your right to make an 0870 call or exceed your minute allowance - whether you do so or not is irrelevant. Therefore, the changes proposed are detrimental to your rights, because you can't do either without incurring financial penalty. As far as we know, the changes apply to all regular Orange customers, so you need to ask them straight out - "why do these changes not apply to me?" - unless you're on some unknown tariff which isn't affected, then your tariff is changing and Orange are making changes which are detrimental to your rights as a customer. Let us know how you get on, and don't be afraid to quote their own terms and conditions back to them.
  • Tom
    Paul, I got a free nintendo wii with my 3 mobile 8 months ago, but when I cancelled the contract, they asked for nothing back and gave me a PAC code for free without question. So I kept the mobile phone, the wii and £60 cashback!!
  • JRG
    HI,I BROUGHT A ORANGE PHONE TODAY...DIDNT REALISE WHAT WAS GOING ON WITH THEM UNTILL A COLLEAGUE TOLD...WILL MY PHONE HAVE THE NEW CALL CHARGES ON IT OR WILL IT BE THE SAME AS OLDER CONTRACTS AS CHANGES ARNT IMPLIMENTED TILL 14 SEP ???? WHATS MY RIGHTS?
  • Jeffrey A.
    Your rights are to turn your caps lock key off first. Just press it, so the green light goes out. GG cheers. Then, do you not actually know what you've signed up for? Did you not actually read your terms and conditions/pricing structure? If you don't, what the hell are you moaning about? If you don't like it, just return your phone if you just bought it.
  • Jeffrey A.
    Slightly gutted anyway, I nearly bought a new orange contract a month ago, but opted for Voda instead. Gutted, could have had an N97 for free! :|
  • Lizard
    I cancelled my contract today. Thanks for the post Paul. Its good to see some useful stuff on bitterwallet for a change!
  • Alex T.
    Lizard - What did you say to orange? Did they try to stop you?
  • JRG
    sorry JEFFERY...i baisically want to no if i can kop a free phone out this?
  • Lam
    Anyone cancelled with Virgin yet? I read on HotUKdeals that someone rang them to cancel on 25/7 and were told this " Ive just phoned them and they have said that they have entered me on to a spread sheet and will phone me in september to see what they can offer me as the changes dont take place until then ". Would be great if anyone has rung them or written in, to share how they did it - and what deal they ended up with. Any tips/help from the boffins at Bitterwallet would be great too :)
  • Darren P.
    Hey Guys, How many people have managed to get their contracts cancelled so far? (would it effect your credit rating at all by cancelling it early or is it fine because they are the one changing the T&C's?)
  • Als
    Would this be applicable to customers with mobile broadband packages? I would assume so as if you go over your usage you will be charged at the new rate
  • L
    Has anyone managed to cancel without receiving the text?
  • Robert
    Orange have just informed me that it won't affect me, as I've signed up after June 09 and therefore won't be charged more than the minimum of 4.9p. I'm therefore confused as the article states that it's going to affect all contracts
  • Brad
    I didn't get told about the changes in the call charges and because it says "(and within one month of us telling you about the changes)" i don't know when they were changed/announced. so does this mean I can still cancel my contract? i'd like a nice, new n97 :]
  • Paul S.
    Hi Robert - we weren't aware that the changes were subject to the date of sign-up; I'll add a note to the article. Cheers for that! Brad, it seems the texts were sent out to customers in mid-July, so you should have time to cancel. Lam/sgandtg - I'll have a look into Virgin and get back to you!
  • Robert
    I'm extremely confused, as each advisor I speak to is telling me different things. It clearly states on the Animal Tariff page on the Orange website, that "minimum call charge for out-of-plan calls is 4.9p. ". How can they raise the prices for some customers and not for others?
  • Ash
    Just called Orange and was told that the contract I took out, Racoon 45 Websave 12month, on May 28th 09 already included these charges and I am not affected!!! She said I could read my t&c and these changes are included for me!! ((( Is she trying the tricks?
  • dvdj
    Mmm I signed up to Orange in April so I wonder if these charges where included then. Will have to check tonight.
  • Chris
    This is one of the first times Bitterwallet has posted something good! Thank You very much for posting this and I have just got out of my contract. I rang up and said I received a message from you saying my charges were going to increase outside of my allowance and that I wanted to terminate my contract. The woman said ok and asked if I would like to keep my number. A pac code is being sent out to me and when I bring it over onto my new contract the orange one will be cancelled. All this happened in 3 minutes which most of the time was waiting to get through! Thanks again
  • The C.
    @ Chris; When did you sign up with Orange?
  • Alex
    I have been looking online for ages at ways to cancel my orange 18 month contract because I can't upgrade till December and I want to move to 02 purely for an iPhone. Can you please describe how you went about the call and what I should say, thanks alot
  • Linz
    Him indoors managed to get his contract cancelled, armed with a little knowledge of contract law, persistence and the ability to hang up whenever he wasn't getting anywhere. Basically they tried telling him that the changes didn't apply to his contract. So he asked whether his contract was being changed or not. Orange Man said yes, the contracts were being changed. Thinking logically, that either meant the contract and all its changes applied to him, in which case he wanted to cancel. Or that the contract did not apply to him, in which case, he was canceling the direct debit because he was paying for a contract that did not exist. Round one... him indoors. After establishing that he did have a contract with Orange and that the terms were being changed, he asked to cancel it. Orange Man said that cancellations could not take place over the phone. Him indoors said that was balls... if he could take out a contract verbally, he could cancel it verbally too. Orange Man said no, he'd have to do it in writing and that it would take 30 days to process. Hmmm... we'll come back to this part. Round two... a draw. Orange Man, sensing defeat was imminent, then tried to say that the phone had to be sent back. My dear sweet other half told them it didn't, because Orange as a company did not actually sell the phone, it came through a third party. Orange Man called him a liar... said they did stock the phone and that it was Orange branded and locked to the network. Him indoors again told him that was bollocks, because he was, and has been, using a T Mobile sim in it - the Orange contract exists for the purpose of securing the phone but is not used. Orange Man said he was lying and that he couldn't use a T Mobile sim in it. Orange Man went to check with his supervisor. His supervisor said that him indoors wasn't lying. The phone was his. Round three... goes to him indoors. He again tried to cancel the contract verbally to which Orange Man stuck his fingers in his ears and refused to budge. So him indoors put the phone down on him while he was mid bull-shit. He then rang back and got to speak to nice Orange Lady, who within two minutes had cancelled the contract and wished him a very nice day. So for six months of paying a £20-odd contract, he has a nice shiny HTC Touch (which he scammed out of Orange in the first place by asking very nicely) but a T Mobile sim with unlimited Web & Walk (which he scammed out of T Mobile in the first place by asking very nicely). Jammy sod.
  • Paul S.
    One of the key points we mentioned and comes up time and time again, is that how well you fare in these situations depends on who answers the phone in customer services. Some attended the morning briefing, know what the contracts say and are generally nice people who don't want to screw customers. Then there are others who appear to revel in making life difficult for you. As long as you stay polite, keep pressing the operator. If you're getting nowhere, try excusing yourself (or pretending you've been cut of) and calling back - the chances are you'll get a different operator.
  • Paul
    Is there a link to a page on the Orange website where they list the changes to the price plans? There should be one but have not yet found it. And regarding Virgin Mobile, if they are now going to charge you £1 for a 5 minute phone call instead of the 75p it used to, that definately sounds detrimental to me. Plus I believe the rounding calls up to 1 minute for the first minute was used by thousands of people to get out of contracts when both T-Mobile and Orange changed to that two or three years ago.
  • John B.
    I and many others cancelled our contracts with 3 last year when they introduced first minute call rounding. In June this year, I took out a contract with Virgin Mobile and have emailed them requesting a contract cancellation due to the detrimental changes they are imposing. I'll post their response when I hear back from them.
  • Jase
    Me again... Just logged onto my account to find (to my surprise) that I'm actually on Dolphin 30 and paying just £13 / £15 a month for it (not £24 / £29). Plus I need Orange for my bi-monthly trips to the Cineworld so they save me like £5 a trip. I admit that Orange have TERRIBLE customer service (I've experienced it myself), but I've shopped around with every tariff I could and there's NO-ONE who can beat the price. And anyway, I only have 1/2 the contract left. I do understand that alot of you guys are gunna get ripped off if you stick around...hope it goes well!
  • Laura
    I'm a little confused... perhaps someone can help me out. I currently have a dolphin 30 contract with Orange, have since November of last year. I didn't receive a txt about the call changes, but if I can get round this, then happy days. I have been trying to have a look on my online account to see what the crack is with what I'm paying at the moment and can't seem to find anything about call charges on there. Can you tell me what the cost of calling these numbers was before the increase for the 4.9p? I had a look on the orange website and i'm not sure if I was looking in the right place, but it seemed to say the call charges were 20p a min for 0870 numbers - hence the confusion. Cheers L
  • Orange A.
    [...] Re: Orange Home broadband price increase. Orange increase charges - can you cancel your Orange contract? | BitterWallet [...]
  • Laura
    Also, can you cancel without receiving the txt?
  • Graham C.
    Just spoke to Orange, they agreed that I can cancel my contract but only after September, when the changes will take effect. At that point, they will require 30 days notice! Has anyone else had the same answer? Would love to find a way of doing it now!
  • Cara
    Just spoken to Orange who tried to argue that because i dont go over my limit the charges dont affect me. I argued tho, that that is irrelevant since it is still a change to my contract and I am therefore entitled to cancel my contract - which he confirmed! Jackpot! HOWEVER.... He said I cant cancel until I receive the text, but was unable to tell me when I'll receive it. Is this true or is he telling me porkies???
  • Paul
    I just phone and canceled, i printed out all the comments on this page and started reading all the quotes out to the woman as if i was a lawyer and she canceled there and then! lol They never asked for any phone or anything back but i got a free tv when taking out the contract, will i need to give it back?
  • Laura
    Are there two texts floating around? There seems to be a txt relating to changes on 14th September. However a colleague of mine has just shown a txt that relates to changes on 24th August - 070 numbers increasing to 75p a min.
  • Now B.
    [...] we told you how Orange were making substantial changes to their basic mobile charges that allowed customers to cancel their Orange contracts. There’s a flurry of activity in the comments section, and we’ll bring you a round-up [...]
  • Paul S.
    Laura - I haven't heard about two texts sent out. Any chance we can see the text or some screenshots of the second text? Cara - I'm not sure why you would have to wait to receive the text, since by agreeing you can cancel they've informed you of the change. Maybe ask for confirmation by letter or email that they've agreed to cancel your contract. Laura/Cara - the only reason why you may not be eligible to cancel (and therefore may not receive a text) seems to be dependent on the date your contract began. You therefore need to contact Orange and asking them straight: "My contract started on XX - will these changes in charges affect my current tariff?" If the answer is no, then ask why. If the answer is yes then I can't see a reason why you need a text to cancel. Graham - I wouldn't buy that. Most contracts I've seen (including Virgin Mobile, which I went through earlier) state that once the changes are made, if you haven't cancelled then you've effectively agreed to them - so if you do as they say and wait until the changes occur, you may not be able to cancel. I've gone through the Orange T&Cs again and can't find that exact wording, except for: 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). If they're telling you that you can't give notice until after the changes, they're lying - you have to give notice within one month of been informed. Call them back and quote the above, as well as point 4.3 from the main article. Regardless, you haven't agreed to the new charges so I don't see how you can be charged them. If you inform them that you're cancelling today then your contract should, at the very latest, end the day before the new charges are active.
  • Ed-209
    Just cancelled my contact with 13months to go. no fees. operator did try the "but you don't use all your allowance so it dosn'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. Cheers guys. Ed.
  • Robert
    I was correct about the contracts taken out after 1st June 09 http://www1.orange.co.uk/service_plans/downloads/PAYM_PriceGuide20090601.pdf It does state on that link, that the price to call premium rate numbers is 20p and voicemail is 12p, therefore the change won't affect those tariffs.
  • Paul S.
    Great news! Cheers Ed.
  • Alex P.
    I have just been rudely told otherwise by a cocky man in orange customer services. He informed me that if you haven't received a message which he was confident I hadn't that I am unable to cancel my contract until I get the message in august, Can someone please tell me what I am suppose to say to that!
  • Paul S.
    Alex, I would ask the agent if the proposed changes will affect your tariff. If they say yes, then point out they've just informed you of the changes and by doing so, their own terms and conditions state you can proceed with cancelling. Maybe just try phoning back - it's clearly a gamble at this point as to how informed/rude the agents are.
  • Pizza_D_Action
    Alex, try reading above... You therefore need to contact Orange and asking them straight: “My contract started on XX - will these changes in charges affect my current tariff?” If the answer is no, then ask why. If the answer is yes then I can’t see a reason why you need a text to cancel. As previously stated, once you are informed of the changes then you can cancel.... whether that is by the text, or by the telephone operative, or a friend then it still all counts.
  • mark
    I've just cancelled my Orange contract at the third attempt. Be persistent and don't let them try to tell you just because you didn't get the text it doesn't apply to you. They are changing the terms of your contract, plain and simple. Bottom line is, you are LEGALLY entitled to cancel and they know it.
  • Chris
    My friend seen this and contacted Orange, had 6 months left on a £35 contract. The Orange customer service person said that was fine, canceled the contract and was able to request a pac code to be sent out.
  • Alex P.
    1st phone call: orange will call you back in the next 24 hours 2nd phone call: totally boyed off by a cocky man 3rd phone call: woman hung up on me as I was reading the sections] 4th phone call: contract cancelled at the end of this months bill (aug) thanks alot guys, top tip: write out bullet points of what you can comeback at the little hitlers on the phone
  • andy
    cancelled, orange. call 1, cocky shit, "none of you are listening, only when you receive a text" - he hung up. call 2, nice girl, apology, complaint to team leader, disconnection and pac code. sweet
  • Grunthos
    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.
  • Jamie
    This affects me and I will happily cancel my contract....I just have one question! If I cancel it tonight, get a PAC code sent out, will my phone still work? I only say this as I can't sort out a new contract until Thursday! Don't wanna be left phoneless (is that sad??) Thanks Jamie
  • Robert
    Yes, you have 30 days to use the PAC code. The Orange contract would then be cancelled the date you switch networks using the PAC code
  • Jamie
    Thank you very much! On hold now....
  • Jamie
    I just rang Orange after realizing I had received the text message about the changes. There were using their system to find out if I had received it or not - so I think you have to change the text in order to cancel the contract. But I managed to cancel mine, and receive a PAC code.. which i would get in the next 4 - 5 days time. I have been wanting to cancel my contract for a while as I live in a "Black Hole" area apparantly. However if I go outside I get signal? Woooop! Exciting Stuff, I even took the guys name and extension number incase there are any problems!
  • Jamie
    All sorted now! Cancelled, PAC code issued! Thank you Bitter Wallet!
  • Paul S.
    Great to hear all the good news. Alex - we're going to put together a "troubleshooting" guide for readers in the next couple of days.
  • Thomas
    I have just done it. It was really easy, they just checked that I had received the text message, agreed and then cancelled. Thank you!
  • Dave M.
    If I have more than one contract with orange (2 phones, 1 mobile broadband) is it possible to cancel one contract only?
  • Big A.
    Phoned up Orange, and quoted the change in contract terms as a reason to cancel. The nice (but bored sounding) operator said the only change was if I hang up after a certain length of time, the charge will now be 15p instead of 5p, but if I really wanted to cancel, I could. She also said I could keep my number, and my phone! I've been wanting to do this for ages - cheers guys! Al
  • j2
    Just tried to cancel. Again a very cocky operator telling me cos i bought it from the carphone warehouse , i have to cancel through them. Surely this is bolllocks? Anyone else who purchased through cw managed to cancel? Cheers
  • james
    Phone orange this evening, was allowed to cancel however was not allowed my PAC code??? Says it (and my old number) is tied the contract and the only way to get my old number was to buy out of the contract??? Help! How do i get my old number?
  • Shelley
    Call 1: Martin (mean and abrupt) told me I couldn't cancel because the changes don't affect me - my tariff already includes the charges. Call 2: Man with no name says I can cancel but only if I send the phone back, texts me a returns address. Call 3: Lee (really rude) tells me I lied about call 2 because it's not on my notes. Tells me I went through to the wrong department in call 2 and the person obviously didn't know what they were doing. I put him in his place and hang up on him. Call 4: Darren (vaguely nice and more polite) tells me I don't warrant cancelling because I don't go over my minutes. I tell him it's my right anyway, and I might go over in the future. Puts me on hold for ages, comes back and tells me to return the phone and my contract will be cancelled. Today = call 5: Phil (nicest man ever) tells me there is a discrepancy with my notes and puts me on hold to talk to his team leader. Comes back and tells me he will put my PAC code request through and it should be with me within 3-5 days, I must use it within 30 days and when I do, the contract will be cancelled. No mention of sending the phone back. I think...I've been successful?!
  • Chris
    @The canceller I've been on orange for about 2 years but I renewed the contract on my current phone about a year ago.
  • Dave
    Ok, I got an Orange phone contract originally in April 2008. I upgraded my phone and change my Tarriff in June 2009. Am I eligible to cancel?
  • Gary
    I've been reading the chatter since Monday night - been with Orange for 4 years and hadn't received 'the text'. Called up Orange twice on Monday night (no success - blunt no with Anthony whilst Nice Girl told me to wait for a 'special code' to be texted to me and then I could call back - nice idea but I didn't buy it). So today I called up to Louise in retentions and said I wanted to cancel my contract with them as they'd voided the T&C with the 0870 price increase - instantly said 'one moment please', on hold...dumdedum.... and back 2 mins later: "yeah that's all don for you sir. You're account will be terminated in the next five to ten minutes". I asked for my PAC and she refused (politely). Asked if I would be charged she said no and as such I wouldn't be able to get my PAC - blatent bull and asked if I was being punished for their terminating the contract totally within my rights - she said no but left anyway. So free of Orange - got a Samsung Innov8 that is on envirofone or similar for £120 - success woop!
  • Joe
    Ok, rang early today and cancelled my contract then and there! Guy definitely sounded like he'd been prepped for people cancelling as he just conceded straight away.... I said i wanted to change because the change in terms and conditions would make me pay more if i ever went over, and as i'd been over my contract before he actually suggested this reason to me! Ended the conversation with the contract cancelled and them sending me the PAC code in the post and then as soon as i activate the code with my new provider then the contract with orange is over! He did say that i would be charged for this months phone bill, but as i'm half way through it i thought that that was fair enough :D Do it! Iphone here i come!! :D
  • Joe
    Oh also, just been reading the posts above, yep shelley thats what they said to me, it has to be used in the 30 days or you'll have to pay for another months contract to get a new code And J2 i bought through car-phone warehouse and they said nothing about that to me. Also, i hadn't received the text, but he didn't ask me about that either! Sorry for the double post, just thought these answers might help oh and THANK YOU BITTERWALLET!
  • Alan
    Thankyou! I tried again this morning and kept saying, "yes but will it affect my tariff" when they said it was only applicable to those who'd had the text. She went away to check if I was "due the text"... 10 minutes on hold later and she says that I can be released even though I'm not due. Result! Thanks BitterWallet! Power to the consumer! :)
  • Paul S.
    The amount of utter bullshit welling out of the mouths of some Orange operators is staggering. You'll see for yourselves how often they contradict one another. Stick at it.
  • matt
    Ok so i rang up 1st call - put on hold never came back 2nd call - same again 3rd call - asked for a confirmation code and i said there isn't one and my friend has cancelled and she didn't get one in her text, that im on the phone my phone doesnt allow me to read my messages so he said '2 minutes' and puts me on hold. Comes back 'Right, i can disconnect you now but if you haven't recieved the text you can and will be liable for the buyout charge'. Can they charge me for the buyout? They really can't can they as they have voided the t&c's Help please.
  • Madelaine
    First call: Put through to a nice-sounding lady who put me on hold for AGES. I hung up as I figured she wasn't coming back, but she actually called me back. Explained the changes to me, gave me the usual "but it won't affect you, really" spiel, I stuck firm and asked very nicely if I could please just cancel my contract as I have the legal right to do so. She said yes, no problem, my contract will terminate in 30 days and they will send me a letter to confirm this.
  • Graham C.
    I am on a business tariff and Orange say it does not apply to business tariffs, anyone know if this is true?
  • chris
    phoned up 5 mins ago, said "i have found out that there is a price increase to 0870 numbers, therefor i wish to cancel my contracts as this voids the t&c" i have 2 contracts for me and the missus. said no problem and cancelled them asap. pac codes in the post. thx alot to everyone here who contributed.
  • Jamie
    Me & My sister rang up yesterday - both successful however I was told I had my contract for a further 30 days and would cancel on the 27th August. And my sister got told her contract will be terminated in 24 hours and she will loose her number. I was quite confused as I now feel I could have been mislead my one of my advisors or she has. Neither of us wanted PAC codes... Is this correct?
  • Wully
    I upgraded on the 8th of june ,Will I still be able to opt out of my 18 month contract?
  • Grunty
    Just spoke to Orange. Nice lady put me on hold for 5 mins to check "the database" which texts had been sent to. As mine was on there I was able to cancel. Option was I could have the contract cancelled there and then or have PUK code sent out. (3-5 days). Once number is transfered, contract will stop. Off to get a N97 now!
  • Paul
    I got an orange contract, with a free tv from a third party site, i have canceled my contract with orange with no problems and not been asked to send the phone back or anything, will i not be held to give my tv back then? thanks for your help guys!
  • Rick
    @Paul Tell them to read their own terms & conditions: “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.”
  • Rick
    didn't read your question right the first time, if they haven't ask for it back don't say anything, ive read a few other comments & they have not had to so you should be fine.
  • Paul
    Thanks Rick :)
  • shaun k.
    hi, i tried, and the girl said what was the number of the text that sent it. i said there wasnt a number and the sent " number " was ........from_Orange they said they didnt send that and i had to wait for a text off them before i could cancell the contract ??? please advise...
  • matt
    i'm still baffled, i'm just gonna wait until friday and see if i recieve the text
  • Theo
    I had the same as Shaun. 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 receieved 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. Surely it isn't too much hassle to update an individual customer record? Any ideas how to approach a second call should i be confronted with the same?
  • Laura
    Just spoken to a lovely chap... Haven't received the message and am due to on Tuesday - he confirmed on Tuesday I can cancel - I tried the you've confirmed verbally, but he said they can't cut me off until I've had it. Fair enough. I confirmed Tuesday was definately the day and I could definately cancel. (I wanted to definately be sure you see! haha) So, shall keep you posted... Have his direct dial too!
  • Laura
    Oh and he outrightly said that I have the right to cancel and confirmed the changes that are taking place - tired to tempt me with an extra 200 mins, phhhhaaaaaa!! You can cancel up to 30 days after you've had 'the text'
  • shaun k.
    hi me again, can someone who has had the text, tell me what number sent the text. again they are denying they sent me a text but i have recieved one with letters instead of a number
  • ben
    got the txt this morning and rang up just now. spoke to a guy called allan who was very helpful. didnt lie at all. never even needed to quote the t&c. cancelled my contract i was only 3 months into (18 month) straight away and none of this we need the phone bak bs. I was up for a fight but didnt get one. in fact the whole experience has really got me considering a new contract with orange as i was so impressed. I may have been lucky with who i spoke with i suppose but "if at first u dont succeed try, try and try again."
  • ben
    hey shaun, the number i got mine was from 2472. there is no ref number on it otherwise.
  • shaun k.
    cheers ben, i just called back again, and said i had had a bad call before. they couldnt have been more helpful, and cancelled straight away with 30 days notice
  • Jase
    Just got the text. @ben = same. Text from 2472 with no reference number. The link that I was given doesn't work, and I've been reading on HotUKDeals that its the same with others. Changing the prices then not letting us view them. I've e-mailed them asking for a WORKING link...let's see where this goes. So then...anyone like to make a guess on how many people have left? and how many was done with help from Bitterwallet? QUESTION: On leaving Orange, where the hell do we go?!
  • Cancelling B.
    [...] 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 [...]
  • substance
    I've just spoken to Orange regarding cancelling my contract. I haven't yet received a text off them, though told them I had. They wanted to know the day and time the text was sent, as well as what the text actually said - she wanted me to read the text out to her... Apparently they resend the text out, but this is only sent to phones that has already received said text. Is anyone able to post the text word for word in its entirety please? It would be much appreciated - cheers!
  • Alice
    Thank you for this, been made redundant and being able to cancel my contract that I have had since feb will help as my lovely boyfriend has got me an iPhone and he is paying the bill! My call to orange took 5 min and the guy seemed a little on the edge, maybe orange are overworked and they can offer all of us that are being made redundant a job.
  • Robert
    MESSAGE FOR BITTERWALLET I'VE JUST CONFIRMED IT WITH ORANGE THAT JUNE 09 IS AFFECTED BY THE CHANGE IN TERMS AND THEREFORE ARE ELIGIBLE TO CANCEL!
  • John
    Just my bit of info. I've spoken to 2 polite and friendy customer service guys tonight, and both of them informed me that if I receive a text then I can call back and cancel my contract. They both also stated that not all contracts will be affected by this price change. The second guy I spoke to said that he could not confirm whether or not the changes would affect me, but if they do then I'll get the text message by August 14th at the latest. Like I said, they were both polite and friendly, so I'm gonna leave it at that. Besides, it's only 2 weeks away (but after my next direct debit payment.....hmmmmm lol). Thanks for the info Paul Smith/BitterWallet. I hope to be on a monthly SIM very soon :)
  • Joe
    Same question again, but will this also apply to their mobile broadband on a dongle?
  • Leanne
    I took my contract out with phones 4 u? i got cash back to pay off my old contract with voda and a new phone. Does anybody know if i was to cancel with orange, will phones 4 u wont the money back and the cost of the phone..?
  • Steven G.
    Just got off the phone to Orange and managed to cancel my contract at the first attempt. Went in with the reason of the new Paper Bill charges even for non itemised bills. Was offered a waiver on those fees. Declined and then mentioned the minimum call charges Was offered my PAC Code with no arguments what so ever :)
  • Dave P.
    Hi, Would this also work if I went into an Orange shop? I have a contract, Dolphin 35, that I took out last October for 18 months. My gf use the phone now as I'm partially deaf.
  • Dave P.
    Hi, Would this also work if I went into an Orange shop? I have a contract, Dolphin 35, that I took out last October for 18 months. My gf useS the phone now and I can't phone themas I'm partially deaf. She would probably get confused too. I thought about going into the local Orange shop this weekend armed with a printout of this website. Cheers.
  • Rick
    Here is the text that you should recive word for word from the number '2472': "From Orange. From 14 Sep we're changing the cost of mobile internet browsing & some calls not included in your plan. See http://orangeworld.co.uk/r/14/ for more" @Leanne i dont think they will ask for anything back at all because phone4u got you the contact therefore got paid off orange and your ending the contract with them because of the T&C which you dont agree with. They loose out not you. Rick.
  • Lesley
    Hi do we know what price plans are affected by this as i have 2 mobiles with orange but i want to cancel them as when i phoned up about my internet bundle and i spoke to a girl and she said she had cancelled it spoke to a guy on my other phone and he told me thier was 2 internet bundles on my phone, i was fuming ive been paying £12 for internet i thought was £7 a month, I defo want to get my contracts cancelled as not happy with the customer service
  • Robert
    I have found an online wap emulator so you can see the changes by clicking on this link: http://emulator.mtld.mobi/emulator.php?webaddress=orangeworld.co.uk%2Fr%2F14%2F&emulator=nokiaN70&Submit=Submit It seems that the international call plan is changing as well. The prices are going to be more then that of the June 09 price plan, therefore I think that gives another reason, to be eligible to cancel.
  • TiredBoy
    see if i wake up and they've changed back to the old contract terms, can i still cancel seen as they are changing the terms again? i.e. two contract changes without my permission? i could of liked paying more!!!! x
  • Simon
    I called them at 9.45 last night and told them I wanted to cancel. no argument, no hastle cancelled straight away. Didnt even ask for the phone RESULT thanks
  • Simon
    Also glad I calcelled when I was sold the phone they said it was 12 month contract, then turned out to be 18 months. Then it went from £24 per month to £35
  • Bev
    Hi. Thanks so much for this, this is brilliant. Signed up in April with HTC touch and have had nothing but problems. Thanks to this I have just managed to cancel. He did keep saying that if I hadn't received a text it didn't apply, but when I pushed him on the extra call charges he let me cancel. Didn't ask for the phone back. Soooo thrilled. Thanks.
  • ROBBO
    I have recieved the text from Orange and want to cancel. Will I be able to retain my mobile number when I change to say O2?
  • Hellraiser
    I have taken out a contract through mobiles.co.uk, however there T&C - 8.1 state if the contract is terminated before 9 months then the customer has to return the handset/pay the full price. My 9 month term would be completed in a week. Can i just use the PAC code a day after the 9 month min. term expires? Would appreciate your help/suggestions. Thanks
  • Yus
    hi, i have read the terms and conditons for carphone warehouse and it says... 15. TERMINATION If the Supplier, being an individual, becomes bankrupt or insolvent or has a receiving order made against him or compounds with his creditors or, being a company, is wound up or becomes insolvent or has a receiver or administrative receiver appointed or suffers the appointment or the presentation of a petition for the appointment of an administrator, CPW shall be at liberty (but not bound) at any time after that: 15.1 to cancel all or any part of the Order immediately by notice and to collect immediately all material, goods, tools or articles of any description sent to the Supplier for any purpose; or 15.2 to give the Supplier or the receiver, liquidator or other person the option of carrying on with the Order subject to his providing a guarantee up to an amount to be agreed for the due and faithful execution of the Order. i was wondering if i cancel with orange will i have to comply with carphone warehouse terms??? also a major point is i have had the contract for 4 months.... Thank Yous
  • Yus
    im sorry copied and pasted the wrong info here it is.... 8. DEFAULT UNDER AND TERMINATION OF YOUR AIRTIME CONTRACT 8.1. If (i) within 7 working days of receipt of your Equipment, you have failed to arrange connection of the Equipment to the Network, if not already connected, (ii) you move onto a tariff which offers a lower rate monthly subscription during the Minimum Period, (iii) your Network Operator ends the Airtime Contract in accordance with its terms (including not limited to where you have failed to fulfill your payment obligations during the Minimum Period), (iv) you end the Airtime Contract for any reason within 9 months (if your Minimum Period is 12 months or more) or within your Minimum Period (if your Minimum Period is less than 12 months) or (v) you have been issued with a new Mobile Phone to use in conjunction with your Airtime Contract for a new Minimum Period and you have not used the new Mobile Phone within 30 days of receipt, and the relevant tariff includes a discounted Mobile Phone/Smart Phone, you must in addition to paying any other charges under the Airtime Contract either: 8.1.1. return the Mobile Phone/Smart Phone to us by sending it special delivery to Direct Returns, CPW Logistics Centre, Bilston Road, Wednesbury, W Midlands, WS10 7JN; or 8.1.2. keep the Mobile Phone/Smart Phone, in which case you agree to pay us the amount of the discount being the handset only purchase price of the Mobile Phone/Smart Phone less the amount paid by you at the time of purchase for the Mobile Phone/Smart Phone.
  • galthop
    I signed up with orange in March and have not had a text. From reading the messages here, I think I will be able to cancel however I need to keep my number. If they cancel the contract immediately and send the PAC code in the post, what happens to your number until you use the PAC code and get the number working on a new SIM
  • allanb
    Got out of the contracts - they tried to the usual of you're not going over your minutes - i told them i might be changing jobs in the future and therefore don't know if i will in the future. Put me on hold - 3 mins later - they put me over to pay as you go - no charge, nothing - thank you bitterwallet! now i can look for a new phone & contract .
  • Hellraiser
    I recently dropped an email to mobiles.co.uk and have had the following response. I'm still not convinced that I would have to return the phone if I cancel after 9 months. "Hello, The Term and Conditions state that you will have to return your handset after 9 months if the tariff that you originally took out has been lowered or the length of the contract has been lowered so basically not full filling the contract that you have taken out you will have to return the pone after 9 months."
  • happy!!
    Absolutely fabulous! Came across this by accident and it worked, luckily I printed off a copy of what the text message was as the man asked me to read it out - but as soon as I did that - contract cancelled. Thank you!
  • Jay
    Hi, i am a business customer i have had a text about 070 numbers. i have spent some time on the phone with them today and they have told me that the increase is inline with 4.3.1 of there terms!! do we know if they are making any changes to my rights as a business user? so because of this i cannot cancel. any help would be appreciated
  • The B.
    For all you guys out there who have to phone 0870 numbers from mobile phones, there is a super website called - SAYNOTO0870.com Either type in your 0870 number or the company name and an alternative landline number comes up if there is one. It's also beneficial for other obscure numbers for which we get charged exorbitant amounts. If, like us, you don't have a landline this is a fantastic site. If you don't know about it, try it and pass the word on. Keep smiling!
  • Pendle
    Hi, their isnt much info on wherther you have to return your phone or not, i got my phone from carphone warehouse in March with an 18 month contract, if i phone orange and cancell do i have to return the phone? or can i keep it? Much obliged :)
  • Robert
    You can keep it Pendle
  • Orange F.
    [...] increases on certain things you can cancel your contract due to their terms and conditions Orange http://www.bitterwallet.com/orange-i...contract/15723 Virgin [...]
  • Pendle
    hmmmm, i'm not convinced, i dont really want to void my contract then loose the phone as well.
  • J
    Just rang Orange, i (wrongly) explained that i would like to cancel because of the fees, he explained the situation, passed me through and the women offered to cancel it there and then. No hassle at all, bet they've been worn down now by everyone else and have given up. Many thanks!
  • Steve C.
    I just tried there. Woman knew exactly what i was away to do. she checked if i had texts sent from my five different orange contracts, then confirmed every one of them had not had this text sent out, and therefore i could not do it til i received them?
  • v
    i managed to cancel my contract today but only after they hung the phone up on me twice. I explained to them that i recieved a text message about the call charges being changed. 1st time the guy just hung up when i explained the situation, 2nd time i was put through to a different department that deals with "these types of situations" even though i was already in the right department, anyways the guy said i cannot cancel it as the changes do not affect me, i then said i recieved a text though which says there will be changes made to my service, and he said i coudnt have recieved it (which is a poor excuse complete bull****). anyways i proved to him that i recieved the text message by reading it word for word to him, with the date, time and number the message was sent from and he basically just hung up the phone. the 3rd time i called a woman listened she canceled the contract for me straight away with no hassle after she had made a few checks on my account
  • Steve C.
    Ok, ive also just been told from another adviser that if accounts are in debt, they wont do it. i have a few contracts but i havent paid a couple of them for over a month and their overdue. advice on this? should they not just send me a final bill? Guy tried to say they would close them but it would be put down as cut off due to non payment?
  • Ravi
    I just got my upgrade last Thursday (23rd July) and am still within the time period where I can return the phone and cancel the upgrade. Would it be possible for me to use this and keep the phone. Or would it not affect me. As I upgraded would I still be on my old T&Cs?
  • :D
    I've received the text today, I rang and spoke to a 'Kelly' she told me I was not affected and that the text I got was not from Orange. It's from 2472 and says 'From Orange'. She refused to tell me who would be affected, even though I told her I make 0870 calls. Please help!
  • :D
    Oops, I called back twice more. Whilst the guy I spoke to wasn't all that pleasant, he relented and let me win!!
  • Katie P.
    They are telling me that I will be disconnected straight away no PAC code or anything. Have anyone else had this? What can I say I need to keep my number! Had it for 10 years lol
  • Laura
    Just cancelled my contract ... no problem at all as soon as the operator heard the word text he gave in. He did say my contract would end on September 30th (rather than August 30th) because the date in august falls on a bank holiday? ... this is probably a load of lies lol but I didnt have the heart to take anymore money away from them. Im ending my contract 12 months early with a free blackberry curve 8900 and moving on to a £10 sim only deal 30 day contact - saving me £10 a month and giving me a free phone and allowing me to not be tied down. So I cant complain and am very happy. And my PAC number will be sent in the post in the next 2/3 days :) Note: he did check I actually received the text so I would wait until you receive yours before trying.
  • Jonny
    @YUS. Where did you get these T&C's for the carphone warehouse? Ive just looked at my contract and i see no mention of what you have pasted. I have also cancelled with orange, despite having acquired my phone through carphonewarehouse. Will i need to inform CPW as well? Or am I ok just cancelling with orange?
  • hellraiser
    CPW Policy from their website: "8. DEFAULT UNDER AND TERMINATION OF YOUR AIRTIME CONTRACT 8.1. If (i) within 7 working days of receipt of your Equipment, you have failed to arrange connection of the Equipment to the Network, if not already connected, (ii) you move onto a tariff which offers a lower rate monthly subscription during the Minimum Period, (iii) your Network Operator ends the Airtime Contract in accordance with its terms (including not limited to where you have failed to fulfill your payment obligations during the Minimum Period), (iv) you end the Airtime Contract for any reason within 9 months (if your Minimum Period is 12 months or more) or within your Minimum Period (if your Minimum Period is less than 12 months) or (v) you have been issued with a new Mobile Phone to use in conjunction with your Airtime Contract for a new Minimum Period and you have not used the new Mobile Phone within 30 days of receipt, and the relevant tariff includes a discounted Mobile Phone/Smart Phone, you must in addition to paying any other charges under the Airtime Contract either: 8.1.1. return the Mobile Phone/Smart Phone to us by sending it special delivery to Direct Returns, CPW Logistics Centre, Bilston Road, Wednesbury, W Midlands, WS10 7JN; or 8.1.2. keep the Mobile Phone/Smart Phone, in which case you agree to pay us the amount of the discount being the handset only purchase price of the Mobile Phone/Smart Phone less the amount paid by you at the time of purchase for the Mobile Phone/Smart Phone."
  • Got T.
    [...] contract, i have just cancelled mine, offered me a
  • Jonny
    Thanks, just found them on the site as well. What exactly is the minimum period though? I am on month 11 of an 18 month contract. Does this mean i am clear and will not be liable?
  • hellraiser
    Minimum period is your contract length. I called mobiles.co.uk and they said even if I cancel after 9 months as stated in (iv), I would still be liable to return the phone since I have not completed the whole contract term. Annoying really.
  • Jonny
    Surely if its not in the contract that you have to return it if you cancel after 9 months they cant make you send it back?
  • hellraiser
    I argued the same and the lady on the phone stated clause (iii) and said they would be legally entitled to claim the phone/the price of the phone.
  • Jonny
    Its not them ending it though, you would be the party ending the contract.
  • hellraiser
    I said the same...that orange has breached its terms...but she said they are also ending it within the terms and conditions which require them to cancel the contract if call charges increase, etc. I really want to cancel as well... :(
  • hellraiser
    ...But don't want to end up paying the full price of the phone :|
  • Jonny
    Same my good man. Im worried now :/ The orange T&C's get me out free, but the CPW ones dont. I might have to cancel the termination /o\
  • hellraiser
    I have my PAC Code already... I so want to use it :(
  • Jonny
    So if i dont ring up and cancel my termination...and i just recieve my PAC code as normal, ill essentially have 30 days to decide what to do ?
  • hellraiser
    Yes, I confirmed from Orange, the guy said if you don't use the PAC code...you continue as normal...
  • Graham67
    Another happy escapee here! No fuss or attempt to stop me at all really.
  • h0st
    Just read all that although I haven't read Orange's price guide .pdf. My cousin works for Orange in retentions. He's not one of the arsey ones as he knows his job and so cancels the contracts, he's taken advantage and canceled two of his own lol. Bastard took out two high end phones last month and is now well up on free handsets - take them to CEX Computer Exchange and trade them in for £, they pay a lot more than other companies. He then took out 2 new orange contacts. I was hoping I can take out a contract now and abuse this loophole. I was going to order from mobiles.co.uk so thanks to hellraiser for his post. It seems this is also impossible from CarphoneWarehouse, due to their termination clauses. However if I do manage to find a Orange supplier and the contract states 4.9p still..... you should still be able to cancel the contract regardless and as long as the supplier has no early termination clause, you should still benefit. This would be fantastic if you go for an expensive handset + a free PS3 / Laptop or whatever. Still researching to see if this is viable..... Or does any one know if Orange have now amended all new contracts so they are protected from just this kind of scam / action?
  • h0st
    http://www1.orange.co.uk/service_plans/downloads/PAYM_PriceGuide20090701.pdf Page 15. Just downloaded from the Orange website. There Price Guide still states "all calls outside your call allowance are subject to a minimum call charge of 5p" So surely if you order a contract now and keep it past the cooling off period. You should then be able to cancel and keep the handset? anyone any advice on this particular technicality?
  • Chris
    Hi, I'm wondering if anyone can help me with mine and if I can cancel; have a Nokia 5800 with Orange and the monthly deal I have isn't exactly the best, but this is because the deal I got was the "Comes With Music" thing and is apparently a contract with Nokia and not Orange. Would I still be able to get out of my contract. Also, because it's done with Nokia and not Orange would I have to send the phone back? The phone's tied to Orange, but I'd have no problem with getting a new contract and using the same phone, or even getting the phone unlocked if it came to that. I was just wondering if I'd a) be able to cancel my contract and b) be able to keep the phone
  • yus
    @ Jonny sorry for late reply mate... i literally got them from the carphone warehouse website. The link is http://www.carphonewarehouse.com/support/company-information/terms-and-conditions follow the relevent sublink...... i called orange and there telling me i have to wait for the text what shall i do??????
  • Trolley
    Does anybody know if this applies to the mobile broadband?
  • Trolley
    Also can i cancel the contract and then take out another contract with orange?
  • Trolley
    Just cancelled mine 11.40am - 1st call Friendly female said i haven't received the text so I need to wait until i get it. 11.50 - 2nd call Friendly female said 'Okay sir I can cancel it for you. I can add on extra minutes if you wish to stay with orange.' I declined and PAC code being sent out today. Thank-you BITTERWALLET
  • TR21
    @Robert "I have found an online wap emulator so you can see the changes by clicking on this link: http://emulator.mtld.mobi/emulator.php?webaddress=orangeworld.co.uk%2Fr%2F14%2F&emulator=nokiaN70&Submit=Submit It seems that the international call plan is changing as well. The prices are going to be more then that of the June 09 price plan, therefore I think that gives another reason, to be eligible to cancel." I think this could be a reason to cancel. It's a bit of a risk though to take out a new contract and then they won't let you cancel or even worst, they could not increase the international charges.
  • Jonny
    @ Yus Thanks. I just rang up CPW customer services and the girl on the phone was polite and helpful...she said that i wasnt liable for any sort of fee to CPW and when i specifically asked about the handset she stated that, as per the orange terms and conditions, it was acquired outside the contrac therefore didnt neeed to be returned. She made a note on my account, which i could hear her type out as i waited, and took an ext and her name for reference.
  • Mikey
    I just managed to cancel without receiving the text - and first time! The bloke I spoke to said I was due to receive the txt on the 12th but I said "do I have to wait, you've just told me about the changes", got put on hold, and then cancelled - result! What was useful was that I tried to use this to leverage getting hold of the new Touch Pro2 (Bizarely enough you can get this phone through Phones4U on Orange and on a business contract with Orange, yet you can't get it through the standard upgrade 150 phone call!!) but they still wouldn't get the business team to budge. I did make one error though. I tried to be courteous and said "Frankly, if you cant give me that phone then im going to walk into Phones4U tomorrow and go get a new TouchPro2 on Orange." He then said PUK codes are only for moving network - so he didnt give it me! Will have to call back, but cba at the moment. Just be courteous, and they'll sort it for you!
  • hellraiser
    @ Jonny, Can you please give the name and extension as surely terms for mobiles.co.uk and CPW are the same. That would really help me cancel my contract as mobiles.co.uk are not helping me at all. Many thanks
  • Adam L.
    I just phoned after reading this and sorted 6 minutes later, to be cancelled tomorrow! Thanks for the info!
  • Trolley
    Hellraiser - I got my Orange contract thru CPW and i was able to cancel without a problem
  • hellraiser
    @ Trolley I have got my pac code from orange, but mobiles.co.uk (part of CPW) is telling me i need to return the handset or pay the price of the handset. That's why I need a bit of help.
  • Jonny
    @ hellraiser Mobiles.co.uk and CPW have different customer service numbers it seems, so im not sure my name and number would be of much use :(
  • Jonny
    Aha. I didnt know that they were the same. I have the extension saved at home, I shall post later.
  • Jonny
    Sorry for so many posts in here - but is the recorded call of the girl saying i wouldnt be liable to pay fees/return the phone, enough to over ride the T&C's in the contract?
  • Jnr
    Just called to cancel mine today.... Operator - "Hi Sir, how can i help?" Me - "I woud like to cancel my contract please" Op - "Okey doke, I can see that you have 11 months still to run of your 18 month policy so there would be a termination charge of........ £204" Me - "Sorry but i would like to cancel due to your recent change in t&c's" Op - "Ahh ok sir, let me just check you have recieved the text message.... yep thats fine sir, your contract will be cancelled as of monday" Me - "Could you also provide me with my PAC code?" Op - "Okey doke, in that case your contract will remain active until you use the PAC code, if it isnt used within 30 days your contract will run as normal and you will have to submit another request." Me - "Brilliant, thanks very much" Op - "No problem sir, have a good weekend." Simple as that, no hassle, no buy out charge and no "we need the handset back" mumbo jumbo :D Jnr
  • skot
    i called orange and they said as soon as i get the text msg telling me about the charges i can call up and get my contract cancelled for free and PAC
  • Jay
    Can anybody help me. i posted earlyer but have had no response. I am a business customer and am being told that i cannot cancel as it inly effects 070 numbers and this increase is because of ledgislation so 4.3.2 comes into force. i reported them to ofcom, ofcom gave me there hi level complaints number and they are saying the same. i have read the ofcom ledgislation and it no where mentions price!! they are now saying if i belive they are in breach of the terms to take them to court. any help would be great
  • Simon
    I would like to say I have cancelled my contract with over 12 months left on it and I'm now off to get an iPhone. Thanks to this article and the relevant posts! Goodbye to Orange and poor customer service.
  • pamela t.
    myself and my hubby have both just cancelled our contracts, he had recieved his txt fron orn but i hadnt with a bit of persuasion i managed to get mine cancelled without recieving the txt, over the moon!
  • Gayle
    Goodbye Orange
  • bright_sprk
    Just been told to ignore the text, no price changes ! Has anyone got the address to write to them ?
  • the.insider
    well phoned up today straight through to domestic retentions/disconections and had my PAC with in 5 minutes. I'm leaving for 2 reasons (1)the changes to the current costs (2)The way orange are about to charge staff for upgrades. I work for Orange and have done for nearly 10 years and have just recently found out that I'll be being charges £170 to get a nokia 5800. This is on the basis that a regular domestic customer would get the phone free if they spend on ave. £30 per month. I spend about £50 per month on a staff tariff with £15 line rental so(thats including a £10 per month "lay away" towards my upgrade. Still if you deduct my £10 from my ave spend that leaves me with an ave. bill of £40 per month. Why should I pay £170 for a phone that I can get direct from nokia for £200 unlocked? So I'll be letting my staff tariff run its course and canceling that as already in the process of taking my domestic to another provider. Its not just you as the general public who are getting the brown end of stick its us as Orange staff too.
  • the.insider
    Should add as well that the details of this site are being passed around with in Orange so no doubt staff will be pointing customers in this direction
  • taj
    the.insider - can you confirm which contracts are being affected? Lots of rumours of contracts before May 31st 2009, others saying all contracts. Took mine out at the start of July. Curious to know if I'm going to be charged more in the future.
  • the.insider
    @taj Unfortunatly no. I know I'm affected (Dolphin 35) As far as I know its domestic customers or customes on domestic tariffs who go over there minutes. For obvious reasons I cant really access this site to post from work(I'm looking to lose my contract not my job lol) The advice I would give to a customer is call and ask. Just remember be polite as the person on the other end of the phone is only doing there job. Your more likley to get a possative outcome if you can get the person your speaking to on your side. If your not happy you can always ask to escalate your call. The process goes: Agent >> team leader>>helpdesk manager(there are more levels but your unlikley to need them)
  • taj
    the.insider - Thanks for the reply, will call up and ask.
  • Mike
    I phoned up again and they said i will be affected but i have to wait for my text! He tried to convince me that it wont affect me as i dont go over my minutes but i do phone USA from time to time to ring my friend who lives over there. So to prove a point im going to go over my mintues this month and hopefully this will help me get the text or at least it could help me argue my point!
  • the.insider
    @mike Not the case as far as I'm aware. Your entitled to take your porting code at any time throughout your contract. You'll be charged any buy out costs on your next bill but if you dont port these fee's can easily be waved. I would get it clarified to see if you can take the PAC have the fee applied then get it waved later should you get your text. If you dont get the text then dont port and ask for the fee to be waved.
  • Dunc
    Just phoned Orange. First of all they said thet I hadn't received the text so couldn't cancel. Argued that the changes would happen if I received the text or not. After a bit discussion he refused to cancel. I asked to speak to his supervisor and he said no one was available. Asked for his Name and agent number and said I would take it further. Within 2mins the same agent phone back and said the text had in fact been sent (obviously the text not sent excuse is one they are trying to use at the moment without even checking) and that I was perfectly entitled to cancel within 14 days of the text. Cancelled with PAC code coming my way. Have to say agent was very rude, even though I was polite at all times. Guess they must be getting a lot of cancellations at the mo and are getting a bit cheesed off. They shouldn’t have changed their charges then!
  • nick
    just made the call n got my contract cancelled and a PAK code sent out with no questions asked =] lady was very helpful, thanks for your help.
  • rob
    Just called orange, and the woman i spoke to tried offering me a £5 reduction in my bills as an incentive to stay connected. I disconnected one of my phones but, as i have not recieved the text on the other handset they wont cancel it . . . . yet
  • happy h.
    Just phoned and got it cancelled within 2 minutes! 9 months into my contract so I'm extremely happy. Is it strange that they did not even make any sort of effort to keep me as a customer? I think these people make WAYY too much money. Thanks everyone that contributed here. I'm off to get a new phone!
  • Simon
    You do not need to have received a text to exit your contract. It clearly states in the article why. iPhone shopping today for me!!
  • Darren
    it appears that Orange do know if the text has beenb sent.... Darren
  • daniel
    hi i have beed with orange over 8months now and was thinking is there a chance for me get my contract if so somone help me email me at [email protected] hope some1 dose daniel courtney
  • Balrog
    Phoned up with this page open thinking I would need to read some of their own rules at them. Waited about 6 minutes on hold to get through to the appropriate department. The advisor arranged for a PAC and was finished within 3 minutes, no obstructions at all. I think there might be quite a few people doing this today: Customer Advisor: "We could double your free minutes under the contract while maintaining the same fee?" Me: "No thank you, I'd just like my PAC please." CA: "I thought you would."
  • MIkey
    Just tried to get PAC, they have a system that told me i would get text on 12th aug, wouldn't budge on PAC code, friend who did get text on 20thjuly just range and got code 1st time, answer is wait for text and just keep going untill you get the PAC, good luck people, NEW N86 here we come!!!
  • Rob
    Hiya Basically I have an orange Premier account which has two phones on it, one running Dolphin 35 the second is Dolphin 45. Both of the same account number This afternoon i successfully cancelled my dolphin 35 contract with out too many problems, just the usual addons that they were trying to do to keep me. This was basically a £5.00 reduction of my bill per month for the duration of the contract. I quite nicely said no and was told my PAC would be sent out with a validity of 30 days on it Sweet, no problems with this as they had checked and saw that i had recieved the text message. I then got in contact with Disconnections once again this evening, (Twice in fact). On the first occasion i initially spoke to a guy at orange premier who was brilliant, polite and helpful. He put me through to disconnections where i spoke to a very spiteful and bullying member of the team, who made me out to be an idiot. She reluctantly said that the changes wouldnt affect me as i dont use the phone enough. My response was well what if i wanted to. They then try to sell you a higher tariff to make up the difference. When i started to reference towards the terms and conditions, she angryally said i know what the terms and conditions are, and wasnt even excepting the clauses in section 16. I gave up and ended the call as otherwise i was going to get into a full blown arguement with her. A few minutes later i called through again and spoke to a guy who said that until i recieve the text message there is very little he can do other than change the tariff. I make up a little story saying that my dad has been told when he would be recieving the text through, and the guy then said that the system says it is expected on the 6th August. So i guess its not worth the hassle of arguing, lets give it 6 days and fingers crossed the text comes through. I wouldnt normally do this but Orange kind of bring it on themselves a little bit, not in the whole, but when you get those one or two poor experiences from the customer service team who dont want to help, and those very regular occasions when signal is so poor that the phone is wasted. Ah well lets see how it goes. Wow lecture over :)
  • Bennj
    Just called and cancelled my contract there and then with no hassle at all, thanks so much!
  • If F.
    [...] reading and searching if you want to throw the shackles of Orange off midway through a contract. Orange increase charges - can you cancel your Orange contract? | BitterWallet User get-out on Orange price hike - Mobiholics __________________ Skateboarding Is Not a [...]
  • the.insider
    Ok Orange have a system that will tell the operator if youve had a text or not. I have noticed that some people seem to think that on the issue of a port autherisation code (PAC) that there contracts will terminate 30 days later. PLEASE BE AWARE THIS IS NOT THECASE! If you dont use the PAC your contract will continue to run. The PAC code is not a termination notice. All your requesting is the facility to move your number. If youve got your PAC expect to get a letter in the next couple of days after the PAC has been issued with all the blurb for your own good read and understand it. I can guess why different people are getting the text at different times though (1)Billing dates (2)To stop a massive influx of calls overwhelming the disconections team (3)network congestion If Orange was to send the texts out all in one go it would clog the network As to people saying operators are being rude etc yeah they probably will be as they will be less than happy. The retentions/disconections teams have a bonus system in place - the more people who they get to stay on the network the more money the operator earns. In the past Orange hasnt taken situations like this into account to remove such disconection requests from operators targets hence all these requests will be losing the operators cold hard cash
  • Bennj
    quite frankly, i recieve a binus for a sale i sell, so can empathise. Orange surely realised this massive loophole in the contratcs before putting it in place?
  • Mr B.
    Dont be too disheartened about all the different answers your getting from the reps, from what ive been told, they were made aware of the changes the morning the first batch of texts were sent, and have been handed no specific list of rules/things to say to customers who are looking to leave, each sales manager is making their team run by whatever set of rules they think is fair. This will probably change as of monday, when the higher ups come back in and see what a debacle theyve created.
  • Matt
    I'm writing this on my new iPhone which I was able to get because of this website. I have been with Orange for many years and my most recent conract was set up a year ago @ Phones-4-U where I got a free HTC Touch Diamond2 most recently I had been hankering after an iPhone but was tied to Orange, or so I thought until I came across this site. I hadn't received a text but knew the changes would affect me because I had the contract for a year. I called up and spoke to a girl who wasn't very helpful when i was asking about these charge inceases and wouldn't confirm that they affected me, just said I would receive a text if they did. Knowing I want getting anywhere with her I said thanks and then just immediately redialed. This time I got a friendly chap who immediately confirmed the increase in charges and that I would be affected. He said I was being sent a text message on the 8th August. I told him that by confirming verbally that I will be affected, he had informed me of the changes. He immediately said don't worry, he had already read the same webpage as me(This one) and that if I wanted to cancel my contract that's fine but if I wanted to reconsider they are offering to double my minutes for free, I said thanks but I think it's time for an iPhone. He said no problem, would I like to take my number with me? I said yes can you send my PAC code and he replied sure, it'll be with me in 72 hours. Job done! :D. I'd advise any pay monthly Orange customer to call up even if they don't want to cancel, they should offer you something to keep you with them, for everyone else, there is the iPhone on O2! Cheers!!
  • Robert
    I'VE READ A MATE'S TEXT AND IT SEEMS THAT THE INTERNATIONAL CALLS ARE RISING AS WELL. THIS IS GOING TO AFFECT JUNE 09 AND JULY 09 TARIFFS, AS IT DOESN'T MENTION ANYWHERE OF THOSE CHANGES CAN SOMEONE PLEASE CONFIRM THIS?
  • rob
    I have been told by Vicky in disonnections that these are changes that are going to affect other networks, and they are not being open to their customers like orange. So keep an eye out this loop hole may work with other networks in the coming weeks.
  • Tom
    Just called them and they said until I get the text message I wont be able to cancel. I asked if the charges will effect me on my tarrif (Dolphin 35, 11 months into an 18 month contract) and she said she didnt know. When I asked her to tell me again if the price changes will be on my contract she said she didnt know and that I would have to wait till I get the text. She told me that if I was going to get a text it would be in the next 8 to 14 days and once I had the text I could call back. She said her systems wont tell her if I will be effected by it. She also said it would depend on my usage and that i dont go over my limits for minutes, I told her that I could and that the T&C's would have been changed regardless of my usage. She said to call back when I had the text. I got the impression it wouldnt be an issue and once my text arrived that they dont really have a leg to stand on. Nice enough lady though...more than likely bored of loads of people phoning up to get out of contracts!.
  • Mr B.
    Virgin are increasing their charges aswell, and you can already cancel their contracts for this reason too. In their defense Orange's charges will be inline with the other networks after this change take effect, and honestly, how many people could have told anyone what the charges were before they went up, not many ill wager.
  • Martin
    Would you be able to take up another contract with Orange after cancelling?
  • Itputsthelotioninthebucket
    Just cancelled. First time, she said no text had been sent. Rang again, was offered a deal. Declined. Bam. PAC number on the way. oh, yeah.
  • Chris
    Call 1: Wait for text, until then there's nothing that can be done. Sounded tired. Call 2: Slightly less tired sounding, but said the same. Call 3: Said the same, wait for the text. Will keep trying.
  • Chris
    Call 4: Really nice guy, but said much the same. He did say "You'll definitely receive the text in the next few days, but I can't process it until you get it". He was nice, so I didn't wanna press him.
  • philshaq
    Just done this!! first girl was nice but said i had to wait for the text and reffused to put me through to the cancellations department as they don't speak with customers! I laughed and said this was silly and i didn't want to argue with her so let me speak with them... she put me though and i now have a pac code coming in the post!! Result.
  • Chris
    Call 5: Uh oh - same girl as call 1. Retreat!
  • Chris
    Call 6: Aha, 11th August the text will be sent. I'm on hold.
  • Matt
    Just called up and said I like to cancel my contract that I took out in Feb. No problem whatsoever and PAC Code on way. Many thanks for the advice this page has given me.
  • Chris
    Call 6: Success! PAC code on it's way. How long does it take to arrive? So, now I sign up with O2 for my 3GS, sell my Touch HD to pay for it, and Robert's my father's brother.
  • Aky
    3RD TIME LUCKY! thanks for this guys, really needed to cut back on paying £35. a month, took me 3 phone calls to get through to someone who finally cancelled it after offering more free minutes/texts etc.. no thanks.. I was told they still need 30 days notice for the contract to terminate, please confrim if true apart from that all good. like it's mentioned aearlier in the posts if you don't succeed once try, try again. GOOD LCUK!
  • Andrew
    Hi, I just called up.. took 2 mins to cancel, no questions asked, had to give a 30 day notice tho.. gives me plenty of time to find a new phone and service provider.
  • Orange B.
    [...] recent post on cancelling your Orange mobile contract was so popular we had to post a troubleshooting guide for dealing with Orange’s customer [...]
  • Keir
    Hey DESPERATE to cancel my contract! I have rung 3 times already and have been told to wait for this text. I signed up in Feb 09, so before the changes were announced. I have tried saying these changes are going to effect me (as i do go over my limit and use internet) Anyone have any advice? Shall i just keep trying? I'm told that they check your number to see if you received the message. Cheers people!
  • Andrew
    Keir - Just say you did recieve the message? May work, I just called up and said i was calling about a message that i recieved stating that the t&c's were changing and that I wanted to cancel. It worked, I think I got the message but am not sure if i did or not. It still got cancelled ok - Its worth a shot?
  • J2F
    Fantastic site, i actually went into Phones4u looking at a new contract expecting to have to pay to get out of Orange contract as only about 8mths into 18mth contract as i get no signal at home with orange (Very annoying!!) and the very helpful bloke in Phones4u told me about the loop hole, called orange, first lady i spoke to was very nice, fed me a load of very obvious bull, but kept referring to the notes printed from this site, was put through and spoke to 3 different people in the end who all insisted that i needed the txt, eventually i was told that i will be getting the txt on the 8th (This Sat) and they then confirmed with me that i will be able to call straight up and canax the contract, was board of pushing the point further, so waiting till sat and will call then....i am sure i can wait a week!! Cheers guys!
  • Hellraiser
    Has anyone been in touch with mobiles.co.uk regarding returning handset post cancellation of orange contract? I have been chasing this with them for some time, but they keep saying I need to return the handset even if I cancel after 9 months. Whereas, they can't seem to point me to a specific clause in T&C which states I do have to return if I cancel after 9 months? Any suggestions would be appreciate. Thanks
  • Rob
    What if you're fairly happy with Orange but hate your phone? anyone tried to renegotiate an upgrade early?
  • Kanwaljit
    Hi, I took my contract out on 2nd July 2009. Its Racoon 35 websave. I haven't recieved written contract, though I have received my first bill. Deal of contract made over the telephone. Should I demand a formal contract or if I print off terms and conditions from the internet, would theses be equally legaly binding? And would I be in lucky bunch to cancel my contract? Thanks. Kanwal
  • Kanwaljit
    Continued:- And on the communication I receive from orange, my name is spelled as kanwaljAt instead of true spellings kanwaljIt. Can I ask them to correct the spellings of my name? Thanks
  • Rick
    Just spoke to Orange @ Dissconnections with a woman called Kelly. Said im after disconnecting because of your price increases, she said ok is there anything we can do to keep you (i.e. price reduction & more minitues) said no and that was it, im getting PAC code sent out in the next few days. iPhone here i come. Note: This is worth doing just to get a cheaper contract & more minitues.
  • Anon
    @ Rob I tried to negotiate an early upgrade to the HTC hero about 3 months earlier than I was due however they said this was not possible. Got my Hero arriving tommorow on T-mobile on a cheaper contract and 18 months instead of 24. I Just hope that T-mobile coverage isn't as bad as i fear it is.
  • Michael
    Hello, I took out an Orange contract phone on the 4th of June, will I be ok to cancel?
  • Chris
    I wonder how much this is going to cost them, and make O2?
  • Darren P.
    Hey guys, When i ring orange to cancel will i have to give the 30days notice or is the contract cancelled on the spot? Cheers Daz
  • paul h.
    thank you so much for posting this. i just called on my 3 month old contract (which thanks to orange i restarted anyway) and now awaiting my PAC code. thank you (i've been sharing this on facebook, cablehell.co.uk and cableforum too)
  • Ali
    Hi guys, asking the obvious but if I call up for a PAC code and cancel (Im only 12 months into an 18 month contract) will they (Orange) charge me for the remaining months? Thanks, great site.
  • Sytri
    Have just got an Orange mobile on June 22nd, got a free laptop with it (from CPW) on dolphin £40. Can I ring them up and cancel? Am going to try it anyway but a little bit of backing from people here might be nice.
  • Linsey
    Hello, ive read a huge amount of these comments and im on orange contract. Ive been very very unhappy with ny contract from around christmas time last year, i only got the contract in november! 1stly the phone has broken around 4-5 times and ive had to get it fixed everytime. 2ndly my monthly bill is ment to be £20, but a month or so back was £38! I checked it on the internet, 16 out of 200 minutes had been used and ive unlimited texts but i checked the prices of them all and loads of them costed me £0.009 ?? I dont think this could really add up to £18. Also ive heard about the text and was away out of the uk at the time it was sent. And i was in the middle of the med sea with no signal for a week so i dont know if that would interupt me getting the text. Anyway i was wondering if someone who didn't recieve the text also but got their contract canceled could tell me who to phone and what to say to the person on the line at the other end.. Thanks. And thanks for this help!
  • Sytri
    Just rang up, no problems cancelling and have the PAC code being delivered soon. Easy as. Thanks Bitterwallet :)
  • bee
    hi ive just been on the phone to orange and the advisor told me that i won't be able to cancel until 7th august. According to him if i wait till then i wont be charged for given in my 30 days notice because apparently anyone who has not yet received a text message will be charged. I tried explaining to him that if the charges will affect me then this shouldn't matter, and i always go outside of my allowance. Again his response was sorry you have to wait until the 7th august he then went on to say ' well to be fair even when the charges do increase we will still be the cheapest network in terms of call rates' i am now calling again; placed in a queue
  • Linsey
    Whats the number to call? And what did u say to them?
  • Katie
    I'm 12 months into an 18 month contract, 40 quid a month, Blackberry service, 600 mins and unlimited texts. Just rang up Orange, was on hold for 5 mins "Sorry we are experiencing VERY high levels of calls" - Wonder why!? I said I would like to cancel please as I've heard about the higher calls, he said ok, did you recieve your text message? I said yes, (I think so) and he said ok. I said can I please have a PAC code and he said yes but you will be billed for the next 30 days I said that is fine. He then went on 2 advise me to steer clear of Vodafone and not be seduced by other companies, I said that that was absolutely fine and thanked him for his advice, lol. He was lovely and polite, was done within two mins. Pac code coming within 2-3 working days. Can't wait to get my new BlackBerry!!!!!
  • bee
    re katie ive got exactly the same package 40ounds a month on dolphin with the blackberry and just made my second call to orange they are now doubling my minutes to 1800 for 25pounds a month and i still get unlimited texts and unlimited internet access on my phone .... not bad PLUSS because i work in a phone shop myself ill get a frther 40 percent off this aswell! im laughing all the way! wooo
  • BN
    I got a 24 month contract in April 09 with the new Tocco Ultra, just called up and quoted the terms and conditions you listed above and they disconnected me no questions asked. I get to keep the phone and can now go for a sim-only deal with another operator and get the same tariff I was on with Orange for half the price! Very happy, thank you very much!
  • Chris G.
    Just called orange and i spoke to a nice man named Ian. He told me about the changes after i tld him i recieved the text. To be honest, i dont remember getting the text, and if i did i deleted it but he just said ok and told me what the charges equate to. the one i don't like is 60p per/m flat rate for data charges. So i asked to cancel based on the T&C change and he put me through to someone else. Hayden tried to sell me the contract again, offered more texts, more minutes, 20% off (which i must admit was tempting) but i work for a company that gets 30% off at 02, at least on line rental anyway. (does anyone know what linerental is on an iphone?) Turned him down once and he agreed to send me the PAC code out, it will be 3-5 working days and then iphone loveliness awaits. Thanks for the post and the help from everyone, couldn't have done it if it wasnt for this site :D
  • Sam
    I rung up asked to cancel due to the changes, he offered me aload of extra stuff (which i dont understand why there changing theoir princing if their gun na give free things away) but i refused and said id like to cancel and its all sorted now!!!! Blackberry Or Iphone HM MMMMMM Thankyou so much to this website! MUCH APPRECIATED
  • Dylan
    I think it is completely pathetic that you are all exploiting this loophole when you blatantly don't give a crap about the changes in charges and just want to get your own way! This is a perfect reflection of the disgusting society we live in where people will exploit anything to reduce their costs down and don't realise that in doing so they are forcing companies to increase prices. It's the same as the obsession with getting compensation for things that haven't even harmed you! fake whiplash and exploiting loopholes you don't believe in, it's ridiculous and ultimately means that due to loss in revenue these companies have to recoup the costs elsewhere. Lesson for today kids, there's no such thing as something for nothing and you'll feel the effects elsewhere in your sad, sad lives!
  • Gordon
    Linsey - the £0.009 are delivery reports. Do you have these switched on? If so, get rid of them now. I was stung that way as that 0.9p can add up if you text a lot! 500 messages with delivery reports works out as £4.50 a month extra. Most networks are the same and charge a tiny amount for delivery reports that soon stack up to a fair amount on your bill! Also, those of you who are flocking to get the iPhone, hold fire for now! Apple are set to release the new iPhone 3GS around mid-September, at which point Apple will break their exclusivity agreement with O2 for the current iPhone model. Orange and T-Mobile are supposedly going to be stocking the iPhone from mid-September. With 3 major UK networks all stocking the iPhone, the prices and tarriffs are no doubt set to come down quite a bit (currently, O2 are a bit of a racket since they have the monopoly on this much-sought after phone). Plus, it will mean for those of you that want it, you'll be able to get the iPhone without having to suffer the non-existent service at O2 (If you think Orange is bad, just try O2!!!) I was with them and they were ridiculous. Orange at least do (most times) give decent customer service. Also, does anyone know if I were to cancel my contract (currently 8 months into 18), but didn't want to move networks straight away, would the current tariff/allowances I have remain the same, but I just wouldn't be tied in till next June? I want to wait and get the iPhone on a network that isn't O2 in September, but am aware I need to cancel within 30 days of receiving the text. I.e. once I cancel, will the only thing that will change is when I am able to leave/change contacts?
  • Spliffer
    I whole heartedly agree with Dylan with this one. Its along the same line as all you want to have free phones, free calls, free texts, free internet. NOTHING IS FREE!! You think paying £15 a month line rental entitles you to a FREE top of the range mobile phone which would cost in excess of £500 from the manufacturer. Pull the other one folks. In fact, get yourselves into Gecko direct or other such 3rd party dealers. They'll give you fantastic deals, free phones, free playstaions, free money off your bills. Then see how much you get for free!! Oh, and dont go complaining to your network provider when y ou get ripped off, they only provide the network for you to use ;) DISCUSS!
  • fisheybob
    I upgraded a week ago to the Hero, anyone know if I can cancel and keep the phone..?
  • Gordon
    Spliffer/Dylan, those are fair points. However, companies will do everything they can to squeeze every last penny out of you. They'll tempt you with free gifts, huge sums of money off the value of the product/service, and then somewhere in the small print you're tied to it for the rest of your natural born existence and end up paying far over the odds. As an example, PC World offer FREE laptops if you get a mobile broadband contract at £40 quid a month. Seems great ... but then you have to have a 24 month contract, which works out as £960 in total for a £500 laptop you'd be cheaper buying outright and getting broadband separately. But can you get out of it? No. Because the small print. Yeah, the one most people don't read? Well, they've signed on the dotted line and there's nothing that can be done. So when something like this works in the consumer's favour, and they get something cheaper/for free due to a loophole in a company's own terms and conditions, it's a little victory for the consumer. Just let them enjoy it.
  • Daniel D.
    just spoke to a customer service asistant to cancel using 150 on my phone, and asked to cancel. It seemed as though i was being brushed off a little but he told me that the contract woud be cancelled as of 14th of september when these changes would take place. he didnt ask for many details which seemed odd so have asked for this to be confirmed in writing, to which he replied i would get a letter within the next 7-10 days, they won't try to take all the outstanding bills up to the 18 months off me will they? cheers, Dan
  • chad
    just cancelled my contract... phoned once (use the extension to be put through to the disconection department) i said to the man that i got a message about my call charges going up and im not happy to pay the extra he was fine with it, took some details (tried to offer me loads of deals which was nice) and then cancelled it it does take 30 days to cancel though... THANKS!!
  • Steve C.
    HELP!!! My contract is basically overdue payment. they are refusing to give me my pac code til i pay the bill. can anyone tell me if they are allowed to do this?!?! it sounds illegal to me???? do i NEED to pay this bill first or are they still just chancing it?
  • bee
    nice one gordon!
  • dale
    the convo i had: ME: "hey i heard about a contract pricing changes, whats going on?" ORANGE: "(explained changes), so yeh you have a right to cancel your contract if you want to, 30 days it will take" ME: "hmm is there anything you can offer me to keep me?" ORANGE: "well we can add 200 free minutes to your monthly contract" ME: "meh i don't need them, anything else like an upgrade?" ORANGE: "the only thing we can't offer is an upgrade, company said so, sorry. how about if i knock off 4 quid off your monthly contract?" ME: "make it 6 quid and i wil stay til the contract finishes" ORANGE: "ok, deal, so u have accepted the changes and the reduction in monthly pay" ME: " facking nice one bruvaaa!!!"
  • becky
    REPLY TO STEVE CARR if you have a payment that is outstanding then yes you will have to make a payment before you can request for a pac code. It isn't illegal for them to ask you for payment it is simply the procedure that they have to follow.
  • Nav
    I have read most of the posts here but not read an instance where somebody has managed to cancel their contract without receiving the text message. I got a message about calls to 070 numbers increasing to 75p but not the other one. When I called Orange I was told as I had not received the text, I could not cancel as not everybody is affected. I am on Dolphin 15 with a 24 month contract. I started in around April this year. I asked when or if I would receive the text message, but was told I don't know. No manager/supervisor would be passed the call. From reading the previous posts it appears the only successful people have been those who have received the text messages. The Orange advisor checked their system and said I had not received any such message. Any ideas?
  • Simon
    Hi all, I've been trying to cancel this contract with no results so far! Tried telling them I had other mates who cancled their contract without getting' the text' but they didn't believe me and told me to call back once I had revived the text, I asked if the changes will effect my account and she said yes, I insisted the account gets disconnected, but without the text it's not gonna happen! Apparently we will all get 'the text' by the latest of 14th aug! I'll write back here if (hopefully when) it's disconnected! Si
  • Silver
    Just noticed Orange have changed their pay monthly guide to include a clause about the price increase from the 14th Sept. Still no clause about the international call charges changing though. They have dated the guide July 09 v29. Have a look on the orange website for the pay monthly guide. http://www1.orange.co.uk/service_plans/downloads/PAYM_PriceGuidev29(July09).pdf However I still have a copy of the pay monthly guide that I signed up to in Mid July before all of these changes came to light. Still available using this link: http://www1.orange.co.uk/service_plans/downloads/PAYM_PriceGuide20090701.pdf What do you reckon to getting out of the contract? Will they try the "Well the July terms included the changes" when clearly they didn't.
  • Silver
    Just looked at Document properties in Adobe Reader for the 'new' July v29 Pay monthly guide. Created: 04/08/2009 16:57 Modified: 04/08/2009 17:03 Bit late in my opinion to be 'creating' July's terms!
  • John S.
    Talk about being cheeky here.... Read lol. I rung up 2 days ago and cancelled quoting the price ingrease lingo, & asked for PAC code so i will be disconnected properly when i activate the pac code on another sim. But heres the good bit.... My phone has been playing up (not working properly) so i rang them up & didnt mention anything about me leaving orange etc & started its not working & im paying insurance, they said ok your phone os currently not being mad anymore so we can offer you a Bran New Sony Erricson **** instead it will be with you tommorow... Laughing lol Cancelled Orange, Got Bran New Phone Worth £350
  • John S.
    ***they said ok your phone is currently not being made anymore***
  • Graham
    Hi, I am month 5 into 18 month contract with Orange free N96 £35.00 etc , rang today cancelled outright no prob ! after my lad did same with his yesterday. ( because he wants a pac code to go PAYG, his contract still remains until the point he receives Pac code from Orange within next 30 days) he wants iphone now. His phone with Orange has just gone faulty again so he rang Orange today after cancelling his contract yesterday, asked if he could have a replacement, guess what!! a different top of the range phone on its way. Pennies from Heaven!!
  • nick
    Hi all, i'm currently in the process of buying my first house and was wondering if cancelling this contract (which i would like to do) will effect my credit score?
  • stuart v.
    i have just phoned and said i want to cancel my contract because they are increasing call charges and changing their contract. The bloke offerd me a £10 reduction on my contract , i said no i wish to cancel and he got the arse and cancelled it. RESULT thanks bitterwallet!!
  • Marko
    i think orange have given up arguing, i phoned up, sounding a wee bit angry, mentioned the change in costs, they tried to offer me discounts as a loyal customer, i said it wasnt good enough, cancelled contract there and then, although it doesnt come in to affect till 15th september, so will have to pay till then, no big deal, although, dont make my mistake and ask for pac code there and then, has to be usedwithin 30 days, hich for me will be before the contract ends. wait will nearer the time so you have more time to decide on where you're taking your business next.
  • paul s.
    call lasted 4 mins 38 seconds. 2 mins of that i was on hold. orange pac code is in the post and i will be cancelled once i use it. the guy i spoke to in retentions was proper sound. didnt argue with it or ask any questions. just did as i asked really
  • Anyone S.
    [...] on... Thousands can cancel Orange contracts after loophole is opened | BitterWallet A friend of a friend has just called up and said the following... [...]
  • david j.
    Well your all canceling your Orange phone for there out of bundle price increase, but have even of bother to check out what you would be paying on other network. Vodafone put there price up on 1st July from 1p per min to 20per min O2 out of bundle cost is 19.6p per min T-Mobile out of bundle cost are from 20p per min to 30p per min dependant on package Virgin is currently 15p per min and there is increasing on 28th September to 20p min So you'll all leaving Orange and going to another provider who will charge you at least 5p per minute more for out of bundle cost, have you even thorught or looked into what your gonna pay yet.
  • Keir
    Thanks so much for all the info here! Just cancelled 10 minutes ago! Yes, other networks will be charging more, but situations have changed for me and I can't be tied into a 24 month contract right now! Also, as a student, £30 was too much for me - the student loan just couldn't handle it! So thank you Bitter Wallet - I can now buy food while I'm at Uni!!!!!!!!!!
  • david j.
    Vodafone http://shop.vodafone.co.uk/shop/price-plans/blackberry-18-mth-1200-min-unltd-txt-45 (Click on other costs) O2 http://shop.o2.co.uk/tariffs/18_months (Click on view tariff details) T-Mobile Combi http://shop.o2.co.uk/tariffs/18_months (Click on view plan details) Flext http://www.t-mobile.co.uk/shop/terms-and-conditions/flext/ http://www.virginmobile.com/vm/genericContent.do?contentId=paymonthly.ourTariff.standardcharges.shop.sm142
  • paul s.
    david - most people i think will be just using it as an excuse to cancel out of the service. for example my situation is that i just started working for vodafone on monday and entitles me to a staff contract with is fantastic and exceeds any bundle out there. there are also things like people being able to get another phone or some deals out there where you vcan get a ps3 etc etc which make it worth while. the majority of people i should think wont be effected by the t and c change but are taking well advantage of it in this current climate being able to get a better deal for them personally. be it more free stuff like i said or just a new phone that they wanted but couldnt get due to not being able to upgrade early
  • paul
    this is quality , see if i can get my contract cancelled because of this would i need to go to a new network ?? or could i get a new phone and contract with orange?? reason im asking this is my current plan with orange is good but my phone is shit and keeps crashing haha but still have 6 months left on my contract,cheers
  • Gemma
    Just read this, and im so glad i did. My boyfriend had already recieved text and cancelled his contract, but they said because i hadnt recieved text i couldnt. But after reading this, fort i'd give it another go. Asked CA if change in terms and conditions would apply to me, and she confirmed it would. So i asked to cancel my contract. CA said i couldnt unitl i recieved the text. My reply was that she was legally incorrect, as she had just verbally confirmed that the change affected me so i was in my right to cancel. Also mention that i had a website up with lots of posts saying that i was within my right. She went quiet for a few mins, then said that 'its sorted and you'll be disconnected 2moro' Worried i may be charged though... some posts say that if you cancel without recieving text you'll be charged but CA didnt mention anything..... Goodbye orange. Hello new cheaper contract :)
  • Manny
    Can anyone help my situation. I recently cancelled before knowing this, recieved and used my pac code around 4 weeks ago and paid the remainder of my contract up just last night and have now heard this news. Can I still claim that back?
  • nick
    i’m currently in the process of buying my first house and was wondering if cancelling this contract (which i would like to do) will effect my credit score?
  • chrissy
    hi guys, great post- really useful! does anybody know if this affects business users, we've been battling with orange for 6 months over our 10 x orange account paying around £1k a month with terrible signal. i've called them a couple of times but can get no definative answer!! paul smith, if you're reading this please help! cheers chris
  • Shell
    Thank you so much for this information, I called Orange today firstly I spoke to someone who played it down and denied knowing anything about changes coming in to effect from mid sept. I then called back spoke to another advisor in customer services, who was very helpful, and put me through to another operator who arranged for my contract to be cancelled with no fuss. I confirmed that I would keep my phone Samsung Tocco Ultra, I signed an 18mnt contract in May. Bye Orange
  • ryan
    just got my pac code! took 5 attempts eventually got a really nice girl on the phone, expressed how angry i was with the previous operator who hang up on me laffing about im not geting my pac code the nice lady offerd me a discount and saked if i had the text i said no, but the previous operator told me that it would afect me if i use 0870 numbers and go over my t&Cs i just sadi i want my pac nuumber and not want laffed at again she said ok 2-3 days thanks yay!
  • David W.
    Having read this article yesterday, I cannot believe how pleased I am! I received the text on the 20th July but didn't think anything of it. In fact I was quite pleased with the change to the internet costs! I rang Orange this afternoon & within 30 seconds my contract was cancelled. The customer services rep didn't even put up a fight! I'm off to vodafone now for better coverage & free internet! Thanks to Paul Smith
  • Martin
    Im curious here, as i obviously have the right to cancel my contract, and retain my current phone, but how would Orange feel if i cancel, then just sign up for another contract with them getting myself a shiny new phone in the process? I'd do this as through my workplace i receive 40% discount on Orange plans so my deal is actually pretty good . . . . I just feel like having a new phone really.
  • Adam
    CAN YOU STILL CANCEL IF YOU'VE NOT RECIEVED THE TEXT MESSAGE?
  • Adam
    I never recieved any text about this I dont think, my contact is 6 weeks old, and my N97 is 2 weeks old (new one after old one failed) Adam - Hello, I'd like to cancel my contract please Orange - Ok no problem sir, I take it this is to do with the text about the changes to charges? Adam - Why yes it is Orange - Oke doke no problem at all sir that's all sorted for you now and will be cancelled as of tomorrow Adam - Oh! Can I have my pac code please Orange - No problem sir you'll have that in the next few days and thats valid for 30 days Adam - Thank you very much you've been very helpful Orange - No problem sir thanks for calling Orange have a nice evening
  • BW
    Just found this article after hearing about this issue today. Called Orange at 7.50pm today and cancelled my contract without any hassle. They did try and lower my current tariff by £10, then offer me a £15 sim-only contract (not entirely sure what that is!), both of which i declined, but she certainly didn't try and push me too hard to stay with them. Big thanks to the author and everyone else who has contributed - will have saved me a lot of money in the long run!
  • End -.
    [...] you orange contract early just read this on another site sounds interesting , heres the link Thousands can cancel Orange contracts after loophole is opened | BitterWallet pvid.parsePost('post_message_266956',266956,7,0); [...]
  • Gareth E.
    I just called, speaking to a polite enough lady, but got told that, as I hadn't received THE TEXT, I couldn't cancel. She told me that I could receive THE TEXT right up until the 15th September, but that I would have to wait until then. I have a year left on an 18 month contract and want to leave, as I'll be moving to Germany at the beginning of September. :-( This is my only hope of getting out of my contract so I'm desperate to know whether anyone has managed to get out of their contracts without THE TEXT.
  • Martin
    I have a contract with Orange but my gf uses the phone. i asked if she had received any txts off Orange and she said she had one last week, but deletd it by accidnet b4 she read it. I rang Orange tonite and asked if they had sent me the txt, the guy said no they hadnt and that I woudlnt be getting it as my tariff wasnt changing. I asked how that was possible as I have had my contract for 18minths and recently upgraded, he said that I have lawys been paying the new tariffs!! Does anyone have a copy of the old tariffs as I'm sure I haven't been payin g these higher rates for 18months!
  • Richy
    Also just done this. Took me 2 minutes -- tried to say I wasn't effected but I said I didn't like being changed without prior knowledge etc.. being cancelled tomorrow!
  • ryan
    if you havent had the txt you can still cancell the contract i managed!!!!!!!! they are breaking there agrement buy uping the price on 0870 numbers ,they tried to say i dont go over my t&c limit so wont afect me but thats not the point you have the legal rite to cancell as they have changed the contract agrement you just need ot stick to your guns and just phone bk and get anther operator if the 1 you have is not helpful
  • Richy
    They did try and say that to me -- I just replied with " I don't want to argue...." He laughed and said it will be done tomorrow...
  • Gareth E.
    Cheers guys, I'll try again! :-D
  • Chris
    Is there anywhere i can e-mail or send a letter to, to get this done. I'm not in anyway confident when on the phone and took me a week of working myself up to ring them in the first place several months ago to get a web package added to my contract. Lets face it the minute they argue about something i'll become very submissive. and the last thing i want is for them to renew my contract and up it up a stage. The text is similar to a few others only mentioning the cost of some calls and not web acess and forwards me to orangeworld.co.uk/r/01/ and not orangeworld.co.uk/r/14 / chances are if their isn't another way of contacting them i'll live out the rest of my contract... only another 6 months i think.
  • Richy
    I didn't get a text. I just said I did. All you have to say is the following (worked for me.) (Me) - Hello.. I have received a text message telling me about a change to my contract. I am not happy with this and would like to cancel please. (Orange) - Ok sir... bare with me... (on hold I went) (Orange) - Right, I can drop your tariff down by a few quid if you like sir... (Me) - No thanks, (Orange) - Ok, well this isn't really affecting you directly... (Me) - I don't want to argue (Orange) - Ok, you'll be cancelled as of tomorrow sir. (Me) - Thanks. Bye. If I am not cancelled tomorrow I'll phone up and complain! already looking at selling my C905 (I HATE IT!! on my 3rd one in 8 months) Seem to be going quite well on Ebay amazingly.
  • Matt
    why are most people getting their contracts cancelled the next day where as i have to wait till the 4th Sept (thats whats the woman from CS said)??? please help im getting a bit confused!!!!!
  • Lewis
    Has anybody been successfull at cancelling who took out their contract in July 2009?
  • phil d.
    HAs any one cancelled their contract, taken their number and then tried to erconnect to orange but with a new contract?
  • Neil
    litterally just gotten off the phone from cancelling. Spoke to a lady called Gemma who put up very little argument. Gemma: Hello ... Me: Hi, I recieved a text messages some time last week about the changes to some of the charges on my price plan and because of that would like to cancel. Gemma: Ok, do you go over your allownces? Me: Yes and I often make 0870 calls. Gemma: Ok, Me: Can I make sure I get a PAC Code: Gemma: Ok you will have 30 days to activate the pay code, please hold. ... holding for less than 2 minutes ... Gemma: Thats all been done for you, you have until the 5th of September to activate your PAC code which will be with you in the post within the next 2 - 3 working days. :) I plan to go onto a sim only tarrif, oddley enough with orange until I find a good deal :p I had a 24 month contract with them which I've been with for 10 months. :)
  • Dan
    Ditto Neil above, I phoned this morning immediately after receiving the text and explained that I believed the contract had been broken, and I wished to leave and the guy said a PAC code would be in the post and I had 30 days to act upon it.
  • Ricky
    i called orange premier, asked if i could leave regarding the changes, she said, have i recieved the text i said yes gave her the date, and said ok i can leave, ive told her i will wait until ive spoken with the wife and found a better tarriff, i have 2 contract with these guys and i know at least 6 people are leaveing, jeez orange will end up going bump at this rate!
  • Dave M.
    Well what can I say, I had alreadfy requested a PUK code and was paying £200 to get out of my contract due to a rage with orange (battle being going on a while) then I saw this rang them back and they have now let me out of contract free of charge thanks to this info fantastic is all i can say
  • Ricky
    Called the contract centre 2 days ago, usual response since i hadnt received the txt, they couldn't speak to me. I asked for a manager who wouldn't budge at all. Sent an e-mail to [email protected]' they called me today and confirmed that I could be affected by the changes to the charges, and although i hadn't received the original txt, they were willing to let me cancel OR as an alternative they would discount my £35 dolphin monthly service plan by £10 a month for life. Even when I ugrade my phone in March (asked for an upgrade too but they wouldn't give me it ) the £10 monthly discount applies. Asked for confirmation in writing which they said that they would do. RESULT!
  • Wil
    rang up saying wasnt happy as i had been told about the increases in charges tried to get me to stay saying he would turn my contract into a 30 day rolling contract said i didnt want it he cancelled is of the 4th september! cheers
  • phil d.
    Sorted, rang up said i'd wish to cancel, said i was still in contract, mentioned t&c's, checked to see of had received text, contract cancelled, pac code being sent. Just need to find a decent offer so can get new phone now.
  • daz
    hi people, i rang orange and asked to be put through to disconnections, once there told him i had the text and wanted to cancell contract. no arguments here he did what i asked 2mins later im all done wow...... thanks to everyone
  • Gareth
    Anyone cancelled without the text? I made the mistake of saying I wasn't sure I got the text, to which the operative obviously said I hadn't. Surely the text isn't necessary, as they've changed the charges?
  • carole
    after reading the comments on here i waited until either me or hubby got the text. he recieved it yesterday. this morning i rang and they said id had the text on 22nd july! upshot is, they cancelled immediatly. and we both took out new contracts with orange and got a new pixon 12 each! really pleased as i like orange we just wanted the new phone!
  • dave
    took me all of about two minutes to cancel follow the post by richy August 5th, 2009 at 10:57 pm and you cant go far wrong !!!
  • Dan
    Just rang and cancelled with 13 months left on my contract!! The guy on the phone didn't even bother asking if i wanted to stay! He said he has had 30 calls on the bounce about this! Only downside, i was on hold for 30 mins!!!
  • Claire
    what number is everyone phoning, i want 2 cancel mine!!??
  • Sarah
    I have just upgraded my phone (about 2 weeks ago) to the LG Viewty Smart with Phones4U.. Sorry if I am repeating what everyone has already said.. but just wandered if this will affect my tarriff (i'm not likely to go over but would like to cancel if i get to keep the phone!) .. Quite up for an argument if i have a chance! x thanks
  • Kristian D.
    I managed to cancel my contract having only signed up to the 18mnth deal in January of this year Phoned them up having had no text. When I asked her to check if I was elligible she refused. But then I told her I may have deleted the text they sent so could she check. She did and I was. She offered me a £5 reduction on my contract or I could cancel my contract FOC.
  • michelle
    Just cancelled my contract with no problems at all the lady was very polite and helpful, almost makes me wish i didnt have to get rid of orange because of these outrageous new charges, i'm a heavy internet user and it would've cost me a fortune! ooking into new plans now, unlimited text, unlimited browsing and around four hundred minutes, anyone know of anything ?
  • Cancel B.
    [...] the last fortnight we’ve explained why you can cancel your Orange contract, and how to go about doing it. Armed with this information, Bitterwallet reader Scott phoned up to [...]
  • will
    just tried to cancel, the bloke said that they hadn't sent the text to my phone. it was due to be sent on the 11th of august and that I could cancel on or after that date
  • Sameshoz
    Having read this about 20 minutes ago and been looking for a way out for the last couple of months thought I'd give it a go. First person I spoke to put me through to cancellations, and then 2 mins speaking to the bloke offering me this and that, attempted to sway me from 02 in the end said ok, your contract will be terminated as of tomorrow. Sorted. Thank you very much bitterwallet!
  • Cancel S.
    [...] Thousands can cancel Orange contracts after loophole is opened | BitterWallet Worth a try if you're stuck and sick! Good luck! [...]
  • Daniel
    I just rang to cancel, and she did it straight away, no questions asked. When I asked whether I would be charged she said no. So I'm assuming that is it? I'm just worried that they'll continue charging me monthly yet won't allow me to use the phone.
  • Jon
    How long does the phone stay active for when cancelled, as i need it for business work and if i cancel i need it to stay active until i recieve the PAC code, to avoid not having a phone.
  • Tony
    I just rang orange and they said I couldnt cancel my contract as I do not ever exceed my minutes... is this true can they do that?
  • carla
    I rang Orange last week to cancel my contract after reading this on here, and also i had been having signal problems, they also told me that i couldnt cancel as i dont exceed my minutes and made a total lie that they have a speadsheet and if your number isnt on it you cant cancel even tho i recieved the text last month! (what rubbish!) so i just left it, it was really bugging me over the weekend and i rang back on monday and spoke to someone different and she put me straight through to disconnections no questions asked! My advice to anyone being fobbed off with their rubbish is just keep trying till you get through to someone who will do it for you. Good luck!!
  • Gareth
    Rang up Orange an hour ago and was told i couldnt cancel because i dont use 0870 numbers. Held my nerve and declined the ridiculous offer of an extra 50 minutes. Got put on hold and was then told that my contract was cancelled with immediate effect. My friend just rang up and was told that they have a had a meeting with a legal representative and will not cancel anymore contracts.
  • Tony
    I'm just getting the same reply now : "Our legal teams have this thing set up and you're not eligible for cancellation....." I also spoke to a manager and because Iv spoken to him once already I am no longer allowed to speak to manager!
  • Jay
    Hi ive been through most of this. I can see why a load of people have cancelled and who can blame them, with the current climate and economic depression and for those that say its out of order. 1 do you work for Orange and 2 i'm sure you would take advantage of somthing like this if you were given the chance. You would be a fool not too. These companies make millions from the contracts not the phone, hence why the £500 phone is given away for free. Orange seem to have shot themself in the foot and people will take advantage of it same as when it happened to 3 Personally this is a God send as this will save me and my girlfriend a few 100 quid that will go towards our plans and hopfully a new start witch will eventually add to the econamy and growth yarda yarda yarda. 24 months ago i didnt no what was going to happen or realise i would need every penny i could get now. In away you could say orange has helped, releasing us allowing us to spend money on other things. The bigger picture is this it all swings and roundabouts. Unfortuanatly its orange's turn. It appears to be a bad move by the higher arcy but there may well be methods behind the madness athough its more then likely share holder driven. (Greedy buggers) This has got to be one of the best things to happen since the credit crunch as all you hear left right and center is how things have gone up or will go up and how the banks WE own wont lead us any money coz there in debt AFTER a bail out, of 700million. So yeah i think people will take advantage of this.
  • SpamJavelin
    Phoned up, said I had received the text and was now entitled to end the contract BUT can I have a PAC code 1st and I will think about it for a week....PAC code has now arrived and I will be cancelling. It did take her about 5 mins to go through the computer system so bear with them and as ever, be nice - even if they aren't.
  • aaron
    Can anyone confirm this about their legal team as i had a very long but good conversation with orange customer services, a guy which told me their legal team has looked through it and if you haven't exceeded your allowance in the last 3 months from the date of the sent text then you can't cancel. Apparently its been passed by offcom too. They were letting anyone cancel up until last night, which i might add i was on the phone for 1hr 11mins until i gave in and hung up!!!
  • Sam
    I rang yesterday and asked them to cancel my contract, the lady said no as I havent recieved a text and the texts were being sent out in bulks. So I rang again today and I told the lady I wasnt happy with the pay increase and would like to cancel and she checked and said I had recieved the text ( I cant remember recieving one) and my contract will be cancelled on monday. Job done!
  • PaulH
    Hi i just called orange and they said im unaffected by the changes and he said he can see i haavent had a text. which i havent i know ha. But i only started my contract on the 15th July, does that mean i miss out ? please let me know asap so i can call up and start round 2 many thanks
  • Ian T.
    Hi All, I have just read your post and called orange and cancelled my contract! Not problem whatsoever.... No questions asked, no terms and conditions quoted! My wording went along the lines of.... as I understand you have changed your pricing structure from what it was when I originally signed the contract and therefore I am entitled to cancel. 'Yes' said the operator! He then went onto cancel the contract whilst I waited, and gave me a payg simcard to use. Whilst I was waiting for him to do this, I asked if many people were cancelling, he said hundreds, he told me that some people where doing it just to get a free phone (which of course, I am) so, I asked the question "but, these people that are only doing it just to get a free phone are still entitled to do it, right? Yes, he said, as long as they got the text, you got the text didn't you Ian, Yes, I said. Although I didn't! Bottom line is, I've got a £400 handset, for only 4 months line rental. I can now sale this handset and put it towards that new iphone 3gs Good luck to everyone cancelling! Thanks again...
  • John
    Phoned today but was told that because I only took out the contract on July 20th the new charges were already included. I have been using 2 months free data on a daily basis, are data charges going up? I may be able to use this as an angle, unless the charges for data were already included ? Thing is I'm happy with Orange but just need an extra 200mins.
  • samantha
    Just wanted to say what a result and thanks for such a great article. I got the text 31st July, today I phoned Orange to complain (went through to cancellation dept.) got a really miserable, rude woman on the phone who denied that they ever sent me a text and if I were to get one, which I haven't they will send it by September 14th. I was getting nowhere with her so I hung up. Phoned back, got a really nice guy (I had written the entire text down to read out, time/date/sender etc), explained I got this text in July and was very concerned. I use my Samsung whatever for a lot web browsing (albeit mostly wifi...) and didnt want to be overcharged. Plus I dont have a landline (telesales) so I use my mobile for phone banking etc.. (0845). He said to me my plan would be affected but couldn't give me an actual % increase as the sytem had crashed (perhaps each person is affected differently?). I said that was unacceptable, I was in month 10 of 18 and it is the contract that what they are doing is wrong. He said I can cancel your contract if you like, just like that! I said sorry... (was expecting a right discussion), yes, he said, can cancel tonight, after midnight it will not work, no charge to you, no repayment, don't need to return the handset nothing... THANK YOU VERY MUCH!!! Result I say.... Wanted to go back to PAYG anyway...haha Consumer Victory, Cheers Guys
  • nathan
    just phoned and tried to cancel and they said i couldnt as i dont go over my minutes
  • shaun
    Hi guys anyone got any idea were you stand if your contract is due to expire but you wouldnt mind staying if they do you a good deal!
  • Jon
    shaun, just call 150, option 4 then listen to the option to disconnect. then ask them for their best deal. tel them you saw the nokia e71 with 200 mins, unlimited text and unlimited internet for £20 a month. its a good place to start! i ended up with 400 mins, unlim texts for £15 a month with a sony w705 (2 months ago). i was previously on dolphin 35. my wife tho was only on dolphin 15 so she canonly get 200 mins and unlim texts for £10 awith Nokia 6303. higher your prev tariff, better ur new deal. they are called retentions and just keep going til u have the best deal possible.
  • Pete
    If you cancelled, are you able to keep your old number?
  • Lea09
    Hi. I joined orange less than a month ago. Do these changes apply to me? I'm guessing if i go over my allowance then I will be charged the new rates. Is it worth me ringing them up?
  • Lewis R.
    As of 8th August 2009 Orange are refusing to cancel contracts stating eligibility criteria. I've spoken to three operators and each of them have given me the same information stating that because I am not eligibible because I don't use the minutes, I am not allowed to cancel my contract. I went through all the points above very clearly and got in to a heated debate with Sue in the loyalty team who was as rude as she could possibly be and point blank refused to cancel the contract stating that their legal team have consulted with Ofcom who have advised them that they don't have to cancel any contracts. I am now at stalemate and Orange have refused to cancel my contract.
  • tony
    this is actual contract law , doesnt matter if the price increases dont affect you , you are entitled to go over your minutes anytime Can my service provider change the terms and conditions of my contract? Your service provider may wish to change the terms and conditions of its service, including changes to the prices it charges. By law it may do so but it must notify you of the changes at the same time and at least one month in advance. The service provider must advise you that you have the right to end the contract without penalty if you do not accept the change to the contract.
  • Laura
    I have had the same issue as Lewis Roberts and I am fuming with them. I had expressed a desire to leave on the 6th August but was told it was an immediate cancellation so I decided to get a new contract first. They are now refusing to cancel my contract and I am at stallmate also. I am waiting for a call back and I hope to have that by 5pm. I will be going to Citizens Advice as soon as they open on Monday. Is this legal as their terms and conditions say nothing about the minutes having to be exceeded?
  • Brij
    Just as Lewis Roberts has stated at 9:52 I have also phoned twice this morning but they are using the same thing about not going over minutes by looked at my past usage. They are not budging and he even said that they had a big briefing this morning about who to let cancel and who not.
  • Mark
    if u cancel due to T&C's changes, like i have this morning, can you then use your PAC code, when received, to then enter into another new contract with Orange....therefore as if your a new customer, or would this not be allowed.
  • wadda
    no way lewis roberts i cancelled mine today (08/08/2009) the operator did not even try to convince me to stay. it just took a while on hold.
  • tom
    Hi, i only just found out about this a few days ago, and to be honest i don't fully understand it, looking back through my phone i got a text from orange on 07/07/09 saying that they were planing to "make changes to they're making to the bills i recive by post" is this notification of the changes in contract? also i've had my contract since december 2008 am i still elligable? thanks for any help
  • Laura
    How did you guys do it thismorning? i dont use mine and tried saying that i can use them if i want so they have broken their terms, otherwise whats the point in signing a contract....she just basically said the computer says no. just read throught their website t&c for when i signed and so going to call back and read them. Any tips?
  • Lewis R.
    They are point blank refusing to cancel any contracts that are not "eligible". I've phone four times and been told the same thing. They're basing their eligibility on whether or not you go over your contract minutes or have used 0870 numbers in the past three months. Because I haven't done this, I have been told quite categorically that they will not cancel my contract.
  • Mark
    Laura, they tried tellin me i couldnt cancel as i never go over mins or txt so i told them i do use 0870 and web a lot and she looked again and said computer says yes so have requested PAC code and am awaiting that in next 3 t 5 days, hoping fone is stuill functional in that time, sure will b as wont cancel until the PAC has been used.
  • Mark
    @Lewis, easy make 1 0870 call and then wait it goes on ya bill in day or 2 and then ring back :)
  • Anubis
    wadda, I don't suppose you know the name and/or extension of the kind individual you talked to? Come to think of it, does anyone have the name and/or extension of someone who was helpful? I tried pointing out that I go over my internet and use 0870 numbers and the guy hung up on me...coward...
  • Laura
    mark, do you uses 0870 tho? just spoke to a 2nd person who says its now authorised by ofcom they dont have to cancel.
  • Lewis R.
    Thanks Mark, I've done that but alas no joy still. I always get put through to disconnections and get the same message - I'm not eligible. I'll wait a couple more days but I'll be sending a letter to them and Ofcom. I never get good service from anyone so I'm not massively surprised I'm getting this response from them.
  • Linsey
    Lewis- no matter how many calls and texts u use orange have still changed. Some day u could go over on texts or calls. So tell them u still have the right to cancel as it may affect u in the future.
  • Mark
    @ Laura, i canna recall using any i may have once but have only had my HTC Touch HD from orange since March, but i do do lot web browsing, but usually try to stay within the off peak allowance, but occasionally have connected outside that, but still i was allowed to cancel and am awaiting PAC code, and on reflection Orange actually have another fone that i would quite like, but not sure if i would b able to enter into a new contract and still keep my number, which is most important to me....
  • Lewis R.
    Yep, I've said all of the above and believe me I've said it 'til I'm blue in the face. They refuse to cancel it still so I have no choice but to contact Ofcom. Seriously I've hit a brick wall here.
  • Laura
    Lewis, im the same, ive took the girls name and number who said that there is basically no point signing a legal bound contract and am going to write to orange and ofcom, they describe a contract as 'these terms and conditions which are binding on both you and Orange for each Device you connect to the Orange Network.' so how can they just change it?! anyway not spendng all of my saturday on the phone to a bunch of numpties who must really be hating their job at the mo so am going to write in, post it and get on with my day! Let me know if you get anywhere
  • candy
    by all accounts, orange have been in talk with lawyers and ofcom, and both are now stating that you cant terminate your contract unless you have gone over your minutes and/or texts in the past?
  • Lewis R.
    Laura, that certainly beats me and I agree. Their text message states that they're making changes to call charges that aren't included in my plan, so as soon as I call one of these numbers (0870) then I'll be charged more than I agreed to in my contract which violates point 4.3. They are breaking contract law AND refusing to cancel contracts which puts them in breach of contract and liable to being sued. Essentially they're holding us to ransom. They can change whatever they like and we can't do anything about it.
  • Luke
    Just finished a 1 hour phone call to Orange. Got my text message this morning - phoned up customer services, guy I spoke to was really helpful. He said that if I had received the text message and gone over my call bundle in the last 3 months I could disconnect straight away. He then put me through to customer relations who literally spanked me, saying that I hadn't even received a text, her system was right, I was lying and that she was going to terminate the call because we were going round in circles. Ouch....
  • Linsey
    What about the text.? Has it just vanished? Because last week it was no text no cancel...
  • Lewis R.
    Message reads: Hi from Orange. From 14 September we'll be changing the cost of some calls that are not included in your plan. See http://orangeworld.co.uk/r/11/ for details. I got mine at 19:21 last night. Orange CS aren't budging at all despite being in clear violation of the terms and conditions of the contract.
  • John
    So how much was an 0870 number a couple of weeks ago ? and what would the cost of an 0870 number be today ? think I better phone one just so it's registered on my account.
  • Laura
    I think people should still try, write letters to orange and seek advice from citizens advice. I intend to do this as they told me I could and the next day changed their minds. It's a breach of contract law
  • Nathan
    Saw this site last night and have just got off the phone to orange. The first orange represenative didnt know about the changes and passed us onto another repres who cancelled contract as of monday. Definatly worth doing. Thanks
  • Mark
    i am assuming that if u request a PAC code ur contract stays as is untill the PAC is used, as when i rang lady said if wasnt used by 7th september would have to ring back....
  • Nicola T.
    All done! After waiting to be put through for about 10 mintues, the guy asked for a few details from me and said it would be cancelled as of 7th September. No questions asked. Thanks, Nic
  • nathan
    orange still wont let me cancel they are having none of it
  • Mark
    strange i rang about just after 9 this morn and was cancelled within 10 mins, well once i used my PAC code that is.....
  • nathan
    they said i cant as i dont go over my minutes
  • Mark
    i have never even come close to goin over my mins and can never go over txt as are unlimited, but cos i musta made 1 0970 call and i use web browsing quite a lot (but usually inside my allowance :S) they said yep off ya go but i stated i wanted PAC code so just waiting on that
  • Lewis R.
    They're basing it on eligibility criteria which is basically if you have used 0870 numbers or gone over your minutes in the last three months. If you get the brick wall like I have, just write a letter to Orange advising them of their contractual obligations and follow it up with a phone call or letter to Ofcom. I'm quite fortunate because I work in the IT department at a solicitors who have a consumer law solicitor on the payroll. I'll be having a word with her to confirm my legal right to cancel. Once I have that confirmed with her I'll be all guns blazing and might be tempted to sue Orange for breach of contract unless I get a written apology for the manner in which I was dealt with.
  • Andy D.
    @Lewis We're talking to some legal eagles on Monday too. If you could forward any feedback from your consumer solicitor friend to [email protected] that would be great.
  • Lewis R.
    @Andy Dawson - Great news, hopefully they can clear this up for us! I'll be sure to forward on any info I get from my consumer law colleague aswell. Hopefully it's good news for everyone cos as it stands I'm getting nothing from them.
  • nathan
    they just keep talking about their legal team and ofcom so we have no chance
  • Anubis
    This stuff about having to write to the legal team is BS. Just spoke to a friend who works in an Orange store and apparently the official word they've recieved is that customers have the right to cancel their contracts unless their complaint is about the increased international call rates.
  • Lewis R.
    Whoa... just had a call from Orange CS after sending the email that's on my blog. I was transferred to the retentions team again and told the same thing about eligibility AGAIN but I started at the top and very calmly spelled out the terms and conditions again and this time after another few minutes on hold the CS rep said yeah, OK, you will be affected so I'll issue your PAC and it'll be with you in 3-5 days!? Now can someone explain that to me?! Either way, I'll contact our consumer lawyer at work and get her opinion and let Bitterwallet know but at the moment it looks like I've succeeded!
  • nathan
    ive spoke to them and went on and on about them changing the terms and confitions and im not willing to accept them and still no joy spoke to them about 5 times
  • aaron
    Does this affect web browsing too as i was getting charged loads for web browsing???
  • Jamie
    Been battered by them three times now. Last week I tried to cancel (txtless) and was told I could definitely do it when/if I got the text. Well, that arrived this morning. Call#1 - I was greted by "you haven't had the text". Cheerily I think "just not shown on their system, try again later". Call#2 - Still not acknowledging the text they sent me. Asks for the sort code, I say there isn't on, just "from_Orange" and read the text to her. She suggests calling Monday. Politely I say, thanks for your time, don't worry I'll try later Call #3 - Guy says okay, let me talk to my manager and I get abused. Shouted at and given Ofcoms number. Bluntly told to "go there". Changed the rules. I rang back once more to try get his name and I'm told I've been told countless times and to basically fuck off. I haven't been impolite, I haven't been nasty. I've bent over backwards to be accomodating and got nothing but crap. What's the next move?
  • Lewis R.
    @Jamie, next move is to write them a letter as per my blog (click my name above) I emailed it to [email protected] and got a call back from them but they transferred me through to the retentions team again unfortunately so this method may or may not help. After initially getting nowhere this morning and being given the same "respect" as you have been shown, I managed to get through to someone who allowed me to speak and put my points across. They do keep referring to whether or not it affects you and whether or not you've used your minutes but essentially that is irrelevant. The fact is, you will be affected by an increase of 300% if you go out of your plan minutes or web usage or dial an 0870 number. What you have used in the past bears no relevance to what you will use in the future after the prices have gone up! I suspect they are attempting to deflect the people that don't have the staying power to continue. They're sending everyone to Ofcom because they want as many people as possible to just "give up" but if you begin to formalise everything, they will sit up and pay attention. I'm not a lawyer (though I have colleagues who are) but I am fairly certain that their own contract isn't something they can weasel out of. Once I've got some good info from a consumer lawyer colleague I'll be emailing Bitterwallet with the info and I'm sure they'll furnish you with all the details.
  • Chris M.
    Just spent 42 mins on the phone to Orange Customer Services. As bad luck happens I got a right hardnut on the phone. I have 2 Mobile accounts in my name 1 of which is very high usage. After about 20 minutes of him scrutinising my phone bills. He came back on and said " it doesn't apply to you as you never exceed you bundle. After another 22 minutes of legal banter between us I got nowhere. All I wanted was 2 new HTC Hero's with new 18 month contracts. I love Orange especially Wednesday's. Anyone got any ideas how I can get my new HTC's ?
  • Adam
    Hold 2 Contracts with Orange, 1st time of enquiring i was offered 10pound a month from linerental on one of the contracts. I chose to cancel which i was told was fine and they did it and i was told it would be cancelled last night at midnight, it wasn't rung up today and was told they dont disconnect at weekends so it should be done on sunday at midnight, going to hold my breath about that though. With regards to the second contract at first they offered to increase the miutes for me to stay, i evaluated it and then rung back later to decide to cancel, at which i was flat out refused because the contract hadn't called 0870's or gone over the minutes. I went through the part on this site regarding my right to go over my contract if i so wish to, and was then put through to a manager who spoke to me angrily and loudly that they'd been through it with lawyers and OFCOM and that it would not be terminated. I was then informed i have a mark against my account and that i should not try ringing up again. Finally i was told if i wanted to do anything i should seek legal advice and speak to OFCOM about it. So im waiting on your follow up to OFCOM and lawyers seems alot of people are in the same boat as me now, cancelled one but stuck with the other, i really hope OFCOM interprets it like you have and that it backs the people, im guessing depending on OFCOMS ruling it's either going to open the floodgates for us all to cancel or were going to be stuck ? all i can do is wait for you guys to post up what happens monday, thanks for all the work on the consumers behalf
  • Chris M.
    In reference to: Chris Mihalyi | August 8th, 2009 at 5:34 pm Just got off the phone a few minutes ago to see if I got someone a bit nicer. My luck day !!! Got a really nice Geordie girl. I explained that I do ring 0870 and 0845 numbers not like her colleague told me I did'nt half an hour before. She told me that it would only affect the first 30 seconds of the phone call which is about 15p. Then she told me I am able to cancel both of my contracts i did'nt even ask !!!! The only thing is I did'nt want to because I like Orange and wanted to keep my number !!! Ha Ha One of my phones is due an upgrade next week so she credited me £20.00 on that account. The other I cancelled as I have 6 months left on it and really want a HTC Hero. She is sending me a Pay as You Go Sim Card within 28 days I have to activate that which swaps my number to Pay As You Go and terminated my old contract. Then I am free to ring Orange or anyone I want and get a new contract with my same number and my new HTC Hero. Happy Days !!!! Hope you all have good luck too !!!!
  • Laura
    Hi everyone, I have also been told that they have seeked legal advice, and that as i dont go over my minutes i cannot cancel. I stated there own T&cs 4.3 and 4.3.1 but they still came out with the same old rubbish, the orange man got rather irate and when i said i will seek legal action he got really cocky and said, u do that, everyone in this office will tell you the same so dont bother ringing again, and as for your friend who works in the orange store, he obviously doesnt know as much as me, i work in disconnection he does, he shouldnt be telling you this faulse information. Dont ring again.....and as for your legal action i very much doubt your be doing that good bye......and hung up. I'm not being funny but the way they are talking to there customer is discusting, we are suppost to be the customers as the saying goes the customer is always right!! Im still shocked at how rude that man was!!!!
  • nathan
    still no luck!! :(
  • Adam
    Glad other people are still getting it cancelled, seems though people stuck with the same line that it doesnt effect you are not getting anywhere at all though
  • RATTY
    Ok, all this is very interesting how SOME CS staff are behaving, they should be taken to the vet!!! My experience......................... I didnt know about any of this until my friend phoned to ask if my son was still on an Orange contract! I was without internet at the time and she was reading stuff out to me......very frustrating indeed!!! Anyway, I rang Orange ( I went in blind really ) on the Tuesday night had no problems, spoke to a nice lady, she did get me to try to stay, I kept saying no, I asked for a Pac code ( which I had 2 days later - more about that after ) she was fine with me didnt ask for phone back and there was no mention of the XBOX Elite! On the Wed morning I popped to Phones 4 U and put my son on a new contract which was £10 cheaper, also had a brand new phone and walked out with £165! ****CHANGING PAC CODES WITH ORANGE OVER TO VODAFONE***** ( I can only comment about changing from Orange to Vodafone ) The PAC code didnt come until the Thursday, ( which was VERY quick anyway ) the guy in Phones 4 U said Vodafone wont let you use a PAC code - they dont do it any more. I decided to ring Vodafone myself and they said it was a load of rubbish, he then came back to me after checking something and said, you can change the number but you MUST have the PAC code with you at the time of signing the contract. If you have done this, dont panic phone or go to Phones 4 U if you are within the 14 day cooling off period and say you have the PAC code and you want to cancel your contract and do a new contract and this time include the PAC code..............you are well within your rights!!!! And for people asking, I know people who in one family had 3 contracts and they had a Wii, Laptop and a TV and none of it had to go back or their phones! I went in blind as I didnt have the internet to read up on it first ( which I like to do in cases like this ) and I came out tops and there were no texts sent about this! Bad luck Orange! And yes...............I have my internet back. Hope this info can / has helped some of you.
  • employee
    its all good, get your contracts cancelled then the people taht work for orange can all lose our jobs due to loss of revenue so thanks very much
  • Orange #.
    Customer number as thats how Orange is treating paying customers at the moment, just a number sod the law. QUOTE: # Posted by employee | August 8th, 2009 at 9:17 pm its all good, get your contracts cancelled then the people taht work for orange can all lose our jobs due to loss of revenue so thanks very much UNQUOTE Maybe if the staff there weren't being utter asses and getting all shirty and cocky to these customers huh? Orange have brought this upon themselves. I was even told that despite me calling them and stating I did not accept the new T+Cs they would classify me as if I had as they refuse to disconnect me before the 30 days is over from receipt of the text message! Orange have broken their side of the contract of their own admissions and are now making utterly irrelevant and BS excuses to not let people cancel. I was told 5p connection rate, I accepted this and agreed to sign up. They have now warned this is changing to 15p, despite their own T+Cs stating that I can cancel, and the T+Cs refer not once to this made up 3 month period of historical data. Not the 2.5%, 3% or 4% increase some of the advisors are stating as being approved by ofcom. The point isnt that x customer hasn't gone ofver their minutes on X date, the point is it is THEIR RIGHT to go over their minutes if they should choose and be charged the costs they originally agreed to, not costs at a 300% increase (or w/e the exact number is). Nice to see many reports across many forums of the Agents starting to get aggressive, shirty, cocky, smart and rude. just makes it even better when everything hits the fan ;)
  • aaron
    If your having trouble voice your complaints to offcom here. http://www.ofcom.org.uk/complain/mobile/company/tariff/advice/?itemid=316147
  • Hussain
    Reading all of the above...I have not read a single comment relating to what I want to know. I have received my PAC code today...Can somone tell me if I will be charged for the remiainder of my contract if I port across. Yes I did recieve the text. Has anyone actually received their final bill and have not been charged for the remainder of their contract. It appears everyhone is cancelling but no one as yet has said what their their final bill contains. I'm confused and worried that I will be charged if I use my PAC.
  • Lewis R.
    @employee - Don't blame the customers, blame the poeple that made the decision to alter the contract T&Cs. Either they (your bosses) made the changes knowing that people were eligible to cancel as a result of it and forgot to advise their own staff of the potential deluge, or they completely ignored the fact that they are just as bound to contract law as we (the customer) are. Contracts aren't there just to protect the big boys. If you lose your job off the back of this then you've got only one way to point the finger - your penny pinching bosses. What if Orange used the fact that they were retaining the existing call costs instead? Wouldn't that have been a better method of retaining customers and potentially persuading more to join to increase revenue streams instead of just sticking up the call costs?
  • Adam
    # Posted by employee | August 8th, 2009 at 9:17 pm its all good, get your contracts cancelled then the people taht work for orange can all lose our jobs due to loss of revenue so thanks very much ***** If you'd treated customers in a proper manner when they are fully within their rights to cancel you wouldnt be getting the kind of calls you are. Why the CS Staff take it to heart it's like your breaking up with each and everyone when they start to get personal telling you how your just "jumping on the bandwagon" etc... I really hope come monday OFCOM and the leagal advice gets posted in the consumers favour so all the people you talked down to and belittled can have their rights to cancel now the T/C's are changed followed through.
  • Adam
    Don't mean to double post so to speak but im lost as to what to do now, should i just hold tight untill you reveal what your legal adviser and OFCOM say ?
  • Lewis R.
    @Hussain, as long as you made it clear to the CS representative that you talked to that you were cancelling as a result of the contract terms being changed then you are fine. Your contract will terminate once you use your PAC. If you just phoned up and asked for your PAC without mentioning anything about the contract terms then they will have told you that you'll have to buy-out of the rest of your contract.
  • Lewis R.
    @Adam - you've got 30 days from the date of notification of changes, so from whenever you got the text essentially. Sit tight and wait for the info from Bitterwallet. I'll be giving them some info from a consumer law colleague of mine too.
  • Hussain
    found the below from http://forums.moneysavingexpert.com/showthread.html?t=1825687&page=57 Quote: Originally Posted by tsk139 View Post another thing how do i make sure that orange don't pull a fast one and bill me for remainder of my contract been told twice by orange i won't ,but can i trust them ? well seems i was right not to trust them as just checked my online bill and it says i owe them Amount due £405.06 and whats this all about Adjustments (VAT applicable) MNP PAC (Debit) : 26 Jul 130.43 MNP PAC (Debit) : 26 Jul 130.43 MNP PAC (Debit) : 26 Jul 77.30 Call charges (VAT applicable) Amount this month - see itemisation for details 0.51 Data charges 0.00 Total exc. VAT £336.69 been trying to phone them tonight but can't find a number to get though on as others ask for my mobile number but reject it
  • Hussain
    Lewis Roberts thanks for your reply...I did mention that and as a result was offered to cancel but I don't trust them.
  • Hussain
    Looks like this chap on http://forums.moneysavingexpert.com/showthread.html?t=1825687&page=57 is getting stung.. Please people no one really knows what the final bill enatils yet everyone is cancelling their contracts. Is Orange going to be in the money by charging lots of people loads of money on their final bills?
  • Chris M.
    This is what I said when I rang to get my contract cancelled: "Hello i've just read my text message that you are increasing prices on 0845 & 0870 numbers" "Will this affect me as my Bank is an 0845 number and my savings is 0870 (Lie) and I ring them a couple of times a month as I don't have a landline " Reply " Yes it will but only the first 30 seconds of the phone call" "I'll just check " Reply " Yes it does Mr Mihalyi " " Does this mean I can cancel my contracts " ? (I have two. 3 Month Remaining, 6 Months Remaining) Reply " Yes this does " "O.K, but to tell the truth one phone is due an upgrade next week so I don't really want to cancel that" Reply " We can credit £20.00 to this account " " No problems that will do " PHONE ONE SORTED " The phone that has 6 months left I will cancel unless you can send me an HTC Hero tomorrow ? Reply " Ha Ha we can't do that " Can I keep the same number and then start a new contract " ? Reply " Only if you go on Pay As You Go then go back to contract " " O.K, can I go on Pay As You Go for a day then start a new contract the next day with the same number " ? Reply " Yes you can " "We will send you a pay and go sim within 28 days then as soon as you activate it, this will terminate your existing contract " PHONE TWO SORTED I only did this as i wanted a new phone, I really could'nt care less about the price increas,e it would hardly affect me only about 60p a month. Also I did'nt want to mess about changing numbers and I really like Orange and i've been with them for years. My advice: Ring Orange CS. If you get a Man on the Phone say you have come through to the wrong Dept. Ring until you get a Woman with a kind sounding voice. I know this is sexist but I rang half an hour before this call and had a 42 min argument with this guy who lost his temper and started going mad at me down the phone quoting all sorts of T & C's. I wish i'd got his name and i'd ring him back and give him some grief about the pack of lies he told me for 42 mins. Good luck. It pays to be nice !!!!!
  • SlimSheldyJxUKx
    Just rang orange and tried to cancel! 1st call went something like this - I wish to cancel due to the terms of my contract being varied! No you dont qualify! (Next 20 mins were a big debate). Slam phone down & then 5 mins later try again. I wish to cancel. Ill check you qualify sir. Yes! you do qualify would you like to cancel? Yes please. Thank you sir for using orange have a nice day. Done. The first guy was a right nob!
  • nathan
    i must just be getting all the nobs cos i keep trying and they just aint letting me cancel
  • Brij
    I tried 4 times yesterday and as above I must be getting the nobs as well. Might try today but am worried they have flagged my account
  • Brij
    Just tried.. no luck
  • Pingu
    @Lewis Roberts, I too had the 'pleasure' of talking to Sue (I presumed you wished to talk to a manager as that was how I got to her.) A more patronising and abrasive woman you could not meet. Pretty much accusing me of trying it on, endlessly repeating read clause 4.31 and when I asked what it meant she just repeated read it. When I asked for her name to raise a complaint she would not give me her surname (is this standard call centre practice?) she also refused to call me back on my landline as they do not have outgoing calls, which I also suspect is bull. The reason I needed a callback was I get such woeful reception in my house that I was out in the garden and couldn't see my PC to argue her points back at her. I've been told all manner of differing information regarding cancelling, I couldn't do it without the text, now I have the text, I can't because I don't go over my minutes. It either has the potential to affect me or not, and it does so I should have recourse to cancel. End rresult is they are sending out a letter detailing EXACTLY why they won't let me cancel, although I suspect it will be lacking the information I want and be fairly generic.
  • Mark
    the main point is the word 'potential' doesnt matter that u havnt gone over ur mins or txt (how ya can go over unlimited txt i have no idea lol) but u do have the potential to go over and with more and more companies opting for 0870/0845 and the likes then i think the potential is weven greater....basically they probs doing delay tactics thinkin ya will just forget it and carry on...i was lucky i got a very nice lady who said no then re-checked then said computer says yep...so requested PAC and will b moving on soon as get it, was only in contract since March 25th 09, so get t keep a nice HTC Touch HD :D
  • Adam
    It's all well and good people saying be nice, but they just tell me they flagged the account and whoever answers tell me i'v already been spoken too and they flat out refuse.. glad people are still having luck, roll on monday
  • Adam
    Just wanted to clear this up also, the only reason to want a PAC Code is to transfer the number right ?! I'm not to bothered about this so just cancelling my contract due to the T/C change is still perfectly fine, it will still achieve the same result yes ?
  • Mark
    yep sure it will i think just means, i assuming, that u would transfer to PAYG, whereas i need to keep my number as have had it for years so needed a PAC code
  • pete
    no joy - called 3 times in a row and even got manager to call me back. i got the 'last 3 bills not going over excuse' they got legal advice saying they now base it on the average of 3 months and that i wont be affected by these changes thus have no valid reason to cancel. told me to seek legal advice.
  • RATTY
    I just wanted to add some points after my first post last night at 9:01 pm. @ HUSSAIN My son racked up a £90.00 bill in June, I was not happy, 41 pages of paper bill I had! I was so angry I went to ring them and wanted to ring them off my landlline but found unless your phoning from the mobile you are enquiring about you have to ring a bloody mobile.........which I did and rang from my mobile! Have you EVER heard anything so stupid! I think that is disgusting! For all of you having problems obtaining a phone number I have one for you and it's freephone! The number is in the letter from Orange confirming my cancellation and PAC code, this is what the paragraph says.... "We really think there's a great deal for you here at Orange but we'd like to explain a little more. Just call us free on 0800 0790272, we're open 8.30am to 10pm Monday to Friday and 8.30am to 8.30 pm at weekends." So there you go a freephone number.........if they will talk to you about ending contracts on that number! @ PINGU You said the person refused to ring you back? Total load of bollox! When I rang to cancel ( I was actually ringing off my sons phone this time! ) because I was in a queue I popped it on speaker phone, eventually when the Orange Lady answered I cancelled the call by accident lol, I'd been waiting about 40 mins! Low and behold the Orange Lady phoned me back! So it's total balls they can't phone you! Also they paid the cost of the call and I was cancelling!!!!! FINAL BILL... Well I won't be paying it! They can kiss my ass for it! :-)
  • RATTY
    Oops forgot to say................cancel your DIRECT DEBITS!
  • Adam
    Thanks alot mark, just wanted to make sure as alot of people are asking for PAC's and i just asked for cancellation. Why would the final bill be any higher, surley it would be less seing as your using it less for the last month or so depending on your disconnection date, the woman i was talking to said i was free to cancel the direct debit immidiatly as i'm pre charged for the month and they would credit it me back :S However i'm still a little sceptical as it seemed very easy for me to cancel, i just want it all to be sorted.
  • Adam
    Argh sorry double post but, if i didnt request a PAC should i still get a cancellation letter ?
  • Robert
    I've been with them for only 6 weeks and they're refusing to cancel my contract. How can they use the 3 months thing, if I haven't been with them that long?!
  • Hussain
    Adam.. You will still get a letter of disconnection even if you haven't requested a PAC. My friend got his letter yesterday and he wasn't bothered about transferring his number so no PAC. Though, the letter states his disconnection will take place on the 3rd September and was not immediate
  • Adam
    They told me my disconnection would be midnight sunday though.. Am i right in cancelling the direct debit monday then ? seeing as the woman on the phone told me i was free to do so as of now ? Wonder how long the letter will take. thanks for the quick reply, just abit on edge so to speak
  • rueby
    hey any solutions to the 3 month rule?
  • Luke
    Ok, so after my brick wall yesterday, I went into the Orange store in my local town today. I asked to speak to the manger and they said they couldn't help me at all. She gave me her mobile phone and called her premier customer service thingy - I asked her to stay put whilst I spoke to them on the phone, so that if they again refused to believe that I didn't receive a text message, I could get her to speak on my behalf. So i went through the usual proceedings, the bloke on the phone batted me off, used the three month excuse. I argued at him for about half an hour - at the end of the call he said he could understand my frustration and OFFERED ME 50 EXTRA FREE MINUTES TO MY CONTRACT!!! I told him to stuff it - however it seems that if you stick to your guns you might be able to grab a freebie off them. I, however, don't give a c**p about any freebies - when my contract runs out in four months I'll never EVER go with Orange again. Thieves!!!!
  • rueby
    Just an update I spoke to a lovely geordie girl called Jemma who agreed to look at the last six months of my contract. She noted that I had used these numbers more than 5 times which apparently is the ' magic number' and agrred to cancel my contract. I went down the route of wanting information because I didn't understand what was going on. Also that the reason that my bill is so high every month is because of these numbers. I said that I had called orange in the past to seek advice on this matter and they were the ones that pointed out the problem. As for the 3 month thing I said I have been on mat leave and when I go back to work I can not contact the bank any other way as my hours are ridiculous. We had a great chat and she said that she would cancel as of tomorrow. She asked if I wanted the number, I said no so she wont be sending me a pac(?) thingy. I ask for her name so that I could pass on my compliments which she gave to me and told me to contact her if there was a problem on tuesday. What a star!!!!
  • Jonny
    Wow. Im lucky. I called at 9am on the 8th... plain sailing for me... Called at 2pm for my brothers phone, spoke to 3 different people, each of which completely bent me over.
  • Mark F.
    Hey! I've phoned up twice this morning after a friend told me to read this website. (I felt well equipped after reading the above) The first time i spoke to the girl i was told i didn't qualify as i hadn't gone over in the last three months. I explained to her i didn't sign a contract which changed based on how i used the phone, i signed a contract that should stay the same irrespective of my usage. She still stuck to her guns and advised me to seek legal advice. The second time i phoned i think i made a fatal error. I said "i've already phoned and was told i don't qualify, but i dont agree with the changes and im not happy" She put me on hold, she said she had spoken to the disconnections team and they will not cancel. First off, i work in a contact centre and i know for a fact she did not speak to disconnections, she probably read the Dear Deardrie section in the Sun. Anyways, i said i strongly disagree with everything you say....She was another one who stuck to her guns and said no. I was going to ring back a third time and come up with an elaborate story that i will use internet and 0845 numbers in the future, but after reading the posts that say that have had legal advice and they can stick to the three month rule i chose not to. There must be something we can do though as this just doesn't seem right to me!
  • Robert
    Email Ofcom now, and give them a ring tomorrow. http://www.ofcom.org.uk/complain/mobile/company/tariff/advice/?itemid=316147
  • Adam
    Mark got the same issues with my brothers contract tried 3x and spoke to a manager no luck. they just say they marked my name for future so im not getting anywhere. all we can do is wait till monday and see what ofcom say
  • Mikebeaver
    What is the time frame for this? A friend of mine wants to get her contract cancelled, have had a look through her 3 last bills, 2 of them went over alowances, but only slightly and she doesnt want to end it till she has unlocked the phone and gotten anew sim card, any advice? Mike..
  • Jonny
    What does this mean for the people who have already been agreed to cancel... the decision can't be reversed, can it?
  • Adam
    nope why ?
  • Jonny
    I did mine yesterday morning successfully, dont want them to call me saying I'm not allowed to cancel anymore!
  • Mark
    once they cfancelled it they canna ring ya t tell ya canna cancel it, but if ya want t keep ya number hope ya requested a PAC
  • Kristian
    If they advise you that it won't affect you then check your previous bills online. My girlfriend was told by the cancellations team that she hadn't used an 08 number for less than 60 seconds in the last 3 months. We signed up for online billing and checked the itemised bills (downloadable) and she had 5 calls last month that lasted less than 60 seconds to 08 numbers. They basically lie to get you off the phone. After calling up for a 4th time we got through to a very very nice lady (always better than the arrogant blokes that hang up on you) and she got the cancellation request sorted within 10 minutes. Moral of the story: CHECK YOUR OWN BILLS FOR CALLS GOING OVER AND DONT BELIEVE PEOPLE ON THE PHONE
  • Richy
    seems I was quite lucky on Wednesday night then!!! Although, looking back over my bills, I would of still been effected as I rang these numbers quite a lot for my bank etc... Got my nice new iPhone as well!!! Cheers Orange!! p.s - i will never go back there as well. Have had several 'issue's' with them before - gone to Ofcom level.
  • Martin
    Called Orange yesterday and they said that I am not able to cancel because I have not gone over my mins in the last 3 months. I argued with the boy for about 20 mins and he said to take it up with Offcom which I am going to do tomorrow. Call Orange back today and they guy said that as I signed up for my contract in April this year I will not be affected by the charges. Not sure of the truth in this but I have accepted it for the time being.
  • Kev
    Didn't work for me. Tried everything. Did however manage to get down to the 15per month contract and still keep my unlimited texts and 100 xnet minutes so wasn't a complete loss Basically, you will only be able to do it if you've made more than 5 calls a month to the 0845/0870 numbers affected by the change
  • Adam
    Anyone know from experience if the disconnection of your phone is immdiate come midnight ?
  • Jemma
    I was also told that as I hadn't previously used more minutes than i'm contracted to then I do not qualify... They also said that if I have a problem with this then I should contact ofcom "like they had". A bit gutted as I'm genuinly going to be using 0870/0845 numbers in the future. Any suggestions?
  • Catherine M.
    I was expecting a nice quiet Sunday today but instead I'm FUMING!!! Called them 3 times. First time I got a lovely girl in CS telling me that she would check if I was eligible, put me on hold, came back, said I was and that she would put me through to disconnections where I got a complete arse of a bloke who refused point blank to disconnect me even though previous lady said they would and she confirmed I had made 2 phone called to either 0845/0870 numbers in the past. Then went into Orange shop, got nice man who told me they couldn't do anything there but to call back and just tell them I was leaving and that they were breeching there contract and that I am well within my rights to cancel. Did that and got told to seek legal advice and that I wasn't eligible. When I asked there the original lady had got the information that I was eligible, man said 'I dunno...' BAH! Rang 3rd time, they have obviously flagged my calls because as soon as they answered, without even saying a word to me, they hung up. Swift call to Ofcom in the morning will be my first priority.
  • Jemma
    - Another thing, the man on the phone tried to deny that I'd recieved the text, which I have! Orange are stooping low.
  • Marie
    I called orange yesterday morning and my contract was cancelled without any fuss. But nobody mentioned the PAC code? did i need to ask for this?? my phone is due to be disconnected tomorrow and now im worried that it wont be if i didnt request this code..??? any1 know??
  • Adam
    # Posted by Marie | August 9th, 2009 at 7:12 pm I called orange yesterday morning and my contract was cancelled without any fuss. But nobody mentioned the PAC code? did i need to ask for this?? my phone is due to be disconnected tomorrow and now im worried that it wont be if i didnt request this code..??? any1 know?? its okay im in the same kind of boat, the PAC Code is just if you wish to carry on your number on a different network, you will be fine.
  • Katie
    Hi everyone i just tried 3 times to cancel my account with orange but apparently as i havent phoned an 0845 number more than 5 times in a month im not allowed to cancel. :( I tried everything i read above (very good info by the way!) and they had an answer for everything and i still cannot cancel. Dont know what to do now, HELP
  • rueby
    Katie, keep calling . It took me 5x! I don't go over my mins either as I have 700, but I said that my bills were always higher than my original package and that I had phoned orange in the past to try and sort this out and it was they that told me that I called these numbers too much. I also asked them to check the previous six months as I had been on holiday which they did and agreed. I had already checked my self on line and knew that I had called 0845/ 087 numbers 6x in one month and 7x in the other. I think the fact that they had already advised me that I phone these numbers too much and this is the reason that my bills are so high stood me in good stead. I called a different department back later in the day to double check that it had been cancelled and they confirmed that it had. I would be disconected in 2 hours and the final bill sent to me in 7- 10 working days. Good luck all
  • heartyparty
    What about calling an 0845 or 0870 number 5 times a while before calling - surely they will see the itemisation on their screens and you'll therefor have the required cancellation criteria? Not tried it yet as retention office now shut - may try tomorrow.... Anyone have a view on this?? hp
  • rueby
    heartyparty, tried this already and they don't take august into account because they haven't billed us for it yet!
  • Pete
    i got rejected 3 times + a callback from a manager. they are focusing on the 'haven't gone over within 3 months' excuse and i hit back with - used the 4.3 statement, i got the text (twice), regardless of if i have gone over my minutes/use 0870 numbers my t&c's are still different from the day i signed. they are telling me to go and seek legal advice and the changes will not affect me too much. what should i do? are the lucky ones that are able to cancel without fuss used a lot of 0870 numbers in the past, cause that would be my weak point along with only going over my mins once over the past 3 months? thoughts?
  • Adam
    http://forums.moneysavingexpert.com/showthread.html?t=1825687&page=63 alot of v.helpful advice and updates there for people who want to look, sorry if im not allowed to post that
  • Mark
    @Pete well i'm not sure if have ever called an 0870 number i only been contract wi Orange since March and canna recall ringing any, but i do use web browsing a lot, altho i usually try keep in my allowance ov E & W but have connected outside this, and after checkin twice i was cancelled with no fuss what so ever, just awaiting my PAC, the whole call lasted 8mins and 29 seconds
  • Jack
    Say if you chose to cancel your contract, and they said that if you did that you would have to pay. What is to stop you canceling your direct debit and not paying them? You're fully within your rights to terminate your contract as they have broken it's terms, so in a legal stance, they don't have a leg to stand on. Let them take you to court over it.... they don't have a leg.
  • Adam
    My phone should have been disconnected at midnight. its now nearly 7am and it's still not done.. any one understand why or does it take a few hours ?
  • Mark
    @Adam if u requested a PAC then i can only assume it wont b disconnected until the PAC is used, as mine is...
  • Adam
    I Didnt, i was told friday i'd be disconnected Friday at midnight, because i didnt request a PAC.. Nothing happend at midnight, rung up Saturday for a woman to say, its marked for Disconnection but they don't disconnect at weekends and that it would be done Sunday at Midnight. Its now 7hours past that time, and nothings happend despite it being confirmed, this is ridiculous. I didnt ask for a PAC just a straight cancellation
  • Adam
    Edit: Mark you mean your's got disconnected, or your waiting for the PAC. looks like i've got to ring up AGAIN
  • Mark
    @Adam, i am still connected and i hope i stay that way till have received PAC and connected to a different network :), have just checked thru all my bills and funnily enuff i have not made 1 chargeable fone call at all, so must go my web useage as well, even tho i never use that outside my bundle much either....
  • Adam
    Ahh fair enough, hope everything goes smoothly regarding your pac.. glad you got it cancelled also its just a shame for so many who couldnt. Also im just really frustrated at not yet being disconnected tbh
  • Mark
    yeah i'm glad also dunno y i went with orange t start wi, think its cos nobody else had any decent fones or contracts, and the network isnt that good for where i work so its a god send really lol, and yeah i hope goes smoothly too, and hope u get sorted soon also.....i would cancel ya DD if i was u just t b on safe side that way if u owe them money u can decide to pay it if u agree or dispute it if ya dont :D
  • Adam
    Going to do that today seeing as when i rung on friday i asked if i could cancel the DD and was told yes. just don't get why i'm not yet disconnected :(
  • Mark
    maybe they hopin ya will have changed ya mind lol....mind beats me y they hiked the price up so much knowin they would lose the majority there customer base lol
  • I F.
    [...] with 10 months to go Just thought i would share!! I got a N97 on saturday, what a phone!!!!!! Thousands can cancel Orange contracts after loophole is opened | BitterWallet __________________ Stole it dont [...]
  • Orange B.
    [...] 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 [...]
  • Adam
    Mine has just been disconnected :) now says Sim Innactive and the number no longer works
  • Mark F.
    Hey! Phoned up orange for a third time yesterday. The first two times i had just spoken to the premier line, but i requested to speak to disconnections straight away. Spoke to a Geordie guy who basically pointed out that i had been told on previous calls i was not eligible to cancel based on the three month rule I was on the phone for a half an hour and tried a number of different way to get him to cancel. "My friend phoned up last week and cancelled it no probs so why can't i? I know that he doesn't meet the conditions so why am i being told there are conditions?" I said why can somone ohone up who will not be affected cancel and someone like me who will be effect cannot! He basically didn't want to comment on this, but i could tell he knew where i was coming from I then referred to section 4.3. He said as per 4.3.1 as they are not changing by more than 4% then they are within their rights to reject my request to cancel without paying. Can anyone clarify that point for me? I then said i was not happy as this change is going to financial affect me. I am starting a new job and i will have to phone 08 number and my girlfriend uses the phone to phone 08 numbers. He offered me a website to get the landline equivilants for 08 numbers. I said i didn't want to have to do that. I said i don't feel its right that thie eligibility decision can be based on previous bills as i am telling you that i will be phoning 08 numbers in the future. He kept on saying that he might win the lottery next week. I said that is ridiculous i know that i will be phoning more you don't know you will win the lottery otherwise you wouldn't be hear! I tried saying im not going off the phone until he cancels it, but he didn't really seemed phased by this! In the end i said i'd right in........waiting to hear the legal reply from bitterwallet
  • james
    Hi paul, I have just tried to cancel my contract and the agent said i could not do this because i havnt gone over my monthly allowances, i tried disputing the fact that i may to choose to go over my allowance in future but still no good i am afraid. Can you please help me? any help and info on thgis will be greatly appreciated. Regards James
  • heartyparty
    Tried calling Orange - they wouldn't have it unless outwith minutes or 'excesive' o8 number usage.... to be fair seeks like the CC staff have a story to stick to and cannot make another decision or deviate from this line. Then spoke to Ofcom who advised that you should be able to get out of contract if you can prove 'material detriment' i.e. you will be 10% worse off due to changes made. Gave me a ref number and advised to contact an Orange head office team and if that fails and still unhappy to contact CIFAS who are the ombudsman who would look to resolve complaints. don't know if this is pretty much it now or what- as i don't fit with the orange guidelines do I have any further comeback? hp
  • jpcarter30
    The shutters have come down on this one as far as Orange is concerned. I rang four times over the weekend and nothing. Funnily enough the Saturday call the bloke said he agreed I could leave but I would have to wait for disconnections to open on Sunday. Guess what? ... no notes on this conversation exist and 'No, you can't leave' !!! This morning I mentioned that Watchdog will be next for them and she kept repeating what she had been told to repeat by the Orange legal team, 'you don't qualify...' yada, yada. What will happen if I start to now dial 0870 numbers? Will that change things? Isn't the price of web usage due to rise as I always use that?
  • Steve
    Tried all weekend to get orange to cancle a contract, but they now plain refuse. One 'higher up' employee i managed to speak to basically told me we would have to take them to court to get out of this contract, and the legal fees would ammount up to way more then the remaining cost of the contract, so pay the cancelation fee or get off his line. Another rep phoned us back -on the landline- and started to swear at my Grandmother (Shes 78) and threaten legal action. All because after ~40 mins of arguing i used the words 'Ok, forget it' and hung up. Orange deserve all they get, i hope they loose everyone.
  • Paul S.
    I've spoken to Ofcom's advisory service and I'm waiting for a call back from Ofcom's press office. Will let you know as soon as we hear something. P
  • Chris
    Me and my partner rang up yesterday (sun) and managed to cancel the 3 phones we have with them. She got through to a nice lady who just said she was sick of asking the managers permission to cancel the contracts so was just cancelling them when people asked now, she gave her a PAC code and cancelled. Mine was a little more difficult as he said he needed to check the last 3 months bills and saw that I had only used the 08 numbers 2-3 times each month where as the criteria is 5 for them to allow the cancellation. However he then said that he could not predict the future and I may use more so he would check with his manager, 5 mins later he came back very flustered and said he had just had a blazing row with his manager who said that I could cancel but could only do it now and could not wait to do it so I could get a PAC code. I queried this with him and he said there expecting an announcement on monday and he thinks that they will be told not to cancel anyones contract so it was best to do it now when he had permission to do it. I was dissapointed not to keep my number but after it was cancelled I went back online with Orange and set up a new deal with more minutes, a data allowance and a better phone for less money to cussion the blow!
  • helen
    just phoned up this mornin, 1st time they tried to tell me i couldnt cancel because i didnt use 0845 numbers, yet i phone them every month as my doctors surgery is an 0845 number!!! told me to get in touch with ofcom. Phoned back 5minutes ago, guy told me i could cancel straight away and would i be interested in another deal with orange?!!! Stick to your guns and they will let you!!!
  • Steve
    @ Pingu. Sue.. Thats the woman that called back and was abusive on the landline, to an OAP and non orange customer might i add.
  • KERNAL
    I HAVE SPOKE WITH THE CEO OFFICE WITHIN THE LAST HALF HOUR, AND OFCOM, WHO BOTH CONFIRMED THE COMMUNICATIONS ACT 2003 STATES YOU CAN CANCEL WITHOUT PENALTY. THEY ADVISED TO SPEAK TO RETENTIONS AGAIN, MAKE THEM AWARE THIS HAS BEEN STATED BY OFCOM AND CEO OFFICE, AND THAT THEY HAVE SAID YOU ARE ABLE TO LOG A FORMAL COMPLAINT TO A MANAGER, IF THEY SAY IT HAS TO BE IN WRITING, AGAIN CONFIRM THE CEO OFFICE STATED IT DOESNT, AND TAKE THE NAME OF THE MANAGER AND GIVE IT TO THE CEO OFFICE 08000790134 CEO OFFICE
  • heartyparty
    Well tried orange again after escalating with CEO office on the off chance, and straight away was put through to disconnection's and advised no problem to cancel, pak code to be received in 5 days. Have to say that all the orange staff I've spoken to (now and any time - except from the overseas call centre staff - have always been really friendly and helpful). All the woman I spoke to did was check to see if I'd received my text - don't know if this is a turnaround on their part (as per Kernal above) or if i've just been lucky this time... Anyway - thanks to all posters for all the info and shared experiences (good and bad) - it has been interesting to watch this unfold.... Cheers. hp
  • KERNAL
    Great News......
  • Tom
    Hi there just rang orange today got fobbed off with the 3 month garbage. I hadnt read up on this just got told i could cancel it by a friend. The CS said that i was not elegiable as i hadnt gone over my mins and it wont affect me as it wont increase my bill excessively......I havnt used this phone for the past month as I get crap reception. When i said i might go over it next month he said thats fine but you have agreed to the new terms as it will be 30 days after the txt. I told him that i have not agreed to and of the new T&C. I got pissed of with his bull and put the phone down. What should I do????
  • KERNAL
    Call back and state you are still within the 30 days from when you got the text, and therefore you are formally stating you do not agree to the new terms, call the CEO office as above and explain under the Communications Act 2003 you are within your right to cancel and it makes no difference on usage
  • Northerngeezer
    Just called Orange CEO department and said that I wanted to give NOTICE that I do not agree to T&C and to make a note of it on my account. The guy I spoke to was very friendly and polite and said that he and all his colleagues had received similar calls all morning since 9 a.m. and that they are waiting for a reply from Ofcom as to what to do.
  • richard
    Called ceo office myself stating what had been said above. The woman on the other end of the phone said that they would look into it and ring me back. She also said that they dont have to do what ofcom say? surely that cant be right....
  • Petey D.
    I have just phoned and they told me that I wan't eligible because I hadn't even gone close to my minutes allowance and they kept refering to the legal team and Ofcom. What can I do as I really want out as they have been nothing but rubbish since I joined them.
  • Chris
    Just phoned for the second time today and tried to cancel, having spoken to offcom. She put me on hold for a while, and offered me a goodwill gesture of £20 (thats what a 10% increase in my bill each month for the remainder would be). I turned down the offer, and asked to officially note on the account that i do not accept the T&C changes. She flat out said she could not cancel my contract. Should i write in, or ring the CEO number? Chris :)
  • Northerngeezer
    Ring the CEO number and tell them you wanted to give notice but was refused and mention the person you spoke to
  • Brian
    just been onto orange disconnections who stated they were checking last 3 months bills and would not cancel unless i went over bundle (which i didn't) and if i made 5 calls to 087 numbers (which i hadn't). what are 087 numbers? i got the text on 07/08/09 and my next billing date is 24/08/09, now my question is if i now make half a dozen calls to 087 numbers between now and 24/08/09 and then call orange will i get my contract cancelled?
  • Robert
    JUST SPOKEN TO THE CEO DEPARTMENT WHO TRANSFERED ME TO A RETENTIONS SENIOR MANAGER, WHO HAS TOLD ME THAT THEY CAN'T DO ANYTHING BECAUSE OF WHAT THE LEGAL TEAM HAVE SAID. HE PROVIDED ME WITH AN ADDRESS WHICH IS: Correspondence Department PO Box 10, BRISTOL, BS32 4BQ What it seems to me, is that they know that they haven't got a foot to stand on and they're making it extremely difficult for people to cancel, so they're hoping people will just forget it and not write in.
  • Robert
    Brian - Yes that would work
  • KERNAL
    UPDATE --------- Orange's Legal Team are being called back into a Meeting today, so all disconnections will be held for 24 Hours, that havent already been agreed. This to indicates Orange realise they have made a big Error, as again, UK LAW STATES THEY ARE WRONG.
  • Cancel B.
    [...] going on, then? Can you cancel your Orange contract or not? By their own terms and conditions, the answer is yes. If you call them however, the answer will be [...]
  • james
    just cancelled my contract. i wasnt getting anywhere by coming straight out and demanding they cancel my contract. I got the operator to confirm that the operator the t&c change could affect me. She said yes. by saying that shye could not refuse to cancel my contract. a big thank you to bitterwallet and all the other people that have offered advice on this. Good luck to u all, and DO NOT accept anythink less than a full cancelation.
  • deejayone
    As suggested in the most current update of this issue on Botter Wallet - let's start using Twitter and Tweeting the bad experiences using the hashtag: #badorange @deejayone
  • Chris M.
    I've got 2 contracts with Orange, they have let me cancel 1 of them but not both!. When I asked why, the one still running apparently hasnt gone over its free minutes (which is has but they say doesnt count as some of that was due to being part Magic Number) and also that contract hasnt used many 0870/0845 numbers... but it has used some. Apparently a team lead is going to call me back after some sort of meeting going on this afternoon but Im just annoyed that they've only let me cancel 1. I spoke to Offcom who said write a letter quoting the facts and condition 9 of the code of practice.. dunno what good that will do. Ive called twice, Dont know if I should try again or just wait for them
  • Kate
    I've just cancelled both of our contracts - i called last week and said i'd get back and let them know what i wanted to do - called x2 yesterday to be told no it would not affect us so could not cancel - called again today and after arguing for about 30 minutes about the fact i had already been told i could they gave up and let me cancel.
  • Chris M.
    As an update to my last post, CIO office said the same, they cant see why I've been allowed to cancel one but not both and agreed to call me back... but not cancel anything until the legal team have done whatever they are doing.
  • AB
    I have called Orange today and spoke to the customer services department, i was advised if i hadnt gone over my minutes in the last three months or phoned 0870 number more than 5 times in the last 3 months then i am not able to cancel. I then asked to speak to his supervisor. I was transfered and spoke to a very rude woman and tried to offer canceelation to me for £250!!! I read the terms and conditions to her and she agreed with me that i was allowed to cancel, However i have not received the txt message yet therefore their system at the moment thinks my call charges are not goin gup, but when i get the txt message I am able to cancel. I was also told that the call charges are only increasing on the new tariff's such as all the animal ones. All the old tariff's will not be increasing. Fingers crossed i get a txt in the next few days!!
  • Kevin c.
    [...] rates. However, by doing so they were changing the terms and conditions which meant that I was within my rights to cancel the contract, which I obviously did because I had 4-5 months left on [...]
  • RATTY
    Would'nt we all loooooooooove to be a fly on the wall at an Orange CS department! Advice to ALL,.........CANCEL YOUR DIRECT DEBITS AS SOON AS THEY AGREE TO END YOUR CONTRACT.............OR JUST DO IT ANYWAY, there wont be any funny business with them taking money and the wrong amount of money then. This site is so helpful, well done to all concerned :-D
  • Crow
    Update from my experience, I have twice rang Orange and both times stonewalled with the standard "our legal department says that because you don't use it" BS. I rang ofcom earlier, who seemed to be well up on what was happening with Orange. I was informed, as I already knew, that whether or not you use those facilities because you have the right to use those facilities at the rate that was agreed when you initially took out your contract. Speaking to Ofcom I mentioned I had only been with Orange for a couple of months, which I was told doesn't make a difference, all the matters if the amount stated in your contract when you took it out. It finally ended that ofcom have registered my complaint and given me complaint referance number and to give Orange High level complaints team on 0800 0790 134. If I do not get anywhere with that, to put a formal complaint in writing to Orange (and send it recorded delivery as proof of postage)
  • bob
    So are they not letting anyone cancel now until a few days down the line?
  • Elaine
    Just been on the phone 3 times. First girl was extremely rude and pretty much hung up on me. Keep using the three month rule. The second man was more polite but told me I could cancel, but had to do it in writing. The third time I was told about the three month rule and pretty much that I'd "misconstrued" the terms and conditions and that Ofcom would agree with them and not me. I've quoted the terms and conditions and that I may want to go over my minutes in future but they keep saying it won't cause a detrimental change in my contract. I don't know what else to do. They said they've got it on file that I've phoned n they're refused it.
  • Tony
    I rung up friday and spoke to 1 advisor, the sales manager (who was coky and made a note on my file which I should thank him for now!) and someone else. They said I couldn't cancel and marked my file. Basically you just have to do it in this order : Ring Ofcom > 0207 981 3040 > Tell them about the changes in T&C and they'll say no company can alter there contract by more than 10% or something and that Orange cannot predict if you'll go over your minutes in the future (if they fobbed you off with the "you aint never gone over so it wont effect you") so they are going against the contract you signed when you started it. They'll give you orange's CEO number which is : 0800 0790 134. When you ring them up, they'll ask if you have rung the sales department to see if you're eligible to cancel. Tell them you have and then they'll ask for your ofcom refrence (Make sure they know you have rung ofcom, made a complaint and know your rights, I think I ended up mentioning the 10% thingy to which she didn't reply) She put me on hold and came back conveniently saying that I was "misadvised" on friday and that I DID ring a few 0845 numbers (Which is bs lol as i dont think I did, maybe just answer phone?) and i'm eligible to cancel which I did. She said she has posted my new PAC code (I didn'teven ask/make sure you get if they said you've just been cancelled!) which will arrive in 2-3 days and that when I give that to my new service provider the contract with Orange cancels (you have 30 days to register your new PAC number until it gets cancelled/lost) Hope this helps anyone with trouble. Do it asap though before Orange find another way to wiggle out. No matter what you get told, YOU CAN CANCEL! Ringing up OFCOM was really helpful and gave me a number to go to as well if orange refused, a number to call after you wrote a letter. Just hope you get a nice orange advisor called Linda! Also just mention to them that one way or the other you WILL get out this contract so to safe time can they just do it now!
  • AB
    It seems you can cancel if you have had a text message but cant if you haven't had a text
  • rob m.
    Just rang for the 1st time, told them I wanted to know about the price increases for ringing 0870 numbers, I said I ring them regularly and want to know if I am going to be affected, he said I would but as I hadn't recieved a text I couldn't cancel. He said to ring back when I had had the text. Surely this is bull? I will be affected regardless of the text? I am on dolphin 35 and ring these numbers? he also said I could be waiting til sept 14th for the text? Thought they had to give 1months notice? He also said he wasn't allowed to tell me if I was getting the text or not? Still owe them this months bill though and think I got put through to collections, think this could be hampering me? Will try again later.
  • gh1990
    I recieved the text and was unable to cancel. Went through Ofcom, rang Orange and will recieve a phone call with 24 hours whilst they 'investigate'.
  • Nathan
    I've tried several times today and everytime get the same answers about it not affecting me and i haven't made enough calls in the last 3 months etc. Phoned ofcom who gave me number of the executive office who in turn put me through to a line manager who was equally unhelpful and was unaware of their own T&C's and then asked to escalate and spoke to a manager who i queried where in my contract it said anything about the 3months or the 4% worth of charges and apparently 4.3.1 basically translates as you won't be allowed to cancel unless the change in their T&C's will account for 4% of my phone bill? Please Help?
  • gh1990
    On Friday i was told i was being cancelled immediately. That was at 1:30pm. I rang back at 6pm to query why my phone hadn't been cancelled and was told that she had put on the system "contract to be cancelled" and the contract dates had been changed. Was then told by a stroppy woman that she would not cancel the contract because it was an issue with the other woman and that i now wasn't eligible because i was no longer eligible. Spoke to manager who told me the same and eventually was told that the original woman will ring me Saturday or Monday. Guess what i am still waiting. Gone through Ofcom, rang Orange and i am now being investigated. Heres hoping for a quick resolution because this is a farce.
  • Chris M.
    Just had a call back from one of the team leads at Orange, both of my contracts have been cancelled now. They didnt say much else but the outcome of the legal meeting went in my favour so Im pleased with that :D
  • Crow
    @ Nathan: "apparently 4.3.1 basically translates as you won’t be allowed to cancel unless the change in their T&C’s will account for 4% of my phone bill" That is complete BS. "In such cases 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). However this option does not apply if: “4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period.” That states that if they increase by an amount higher than the All Items Index of Retail Prices, which I believe they have (though does anyone have the exact figures?) It doesn't mention "only if you will be effected by this". Either way that arguement is invalid due to the fact for the full term of your contract you are entitled to make calls at the rate agreed when you took out the contract, which you will not be able to do because of Orange breaking their T&C's. Your contract is for its full length, if Orange change your T&C's we have the right to terminate if we don't agree. I do not see how Orange is getting away with this at all. P.S. I am unable to ring orange due on their CEO number as I am at work but plan to ring them later. Even if Orange still do not agree, then it will be a formal complaint to Ofcom.
  • Sol
    Spoke to Orange retentions and the advisor and his manager were being absolute plonkers! I told them the change clearly affects me yet STILLthey state no, no no! Rang them again and their legal team are looking into this and they will call me within 24 hours.
  • wadda
    @ lewis roberts. you need to tell them that due to a change in your circumstasnces there is a possibility of you going over you tariff. nash out.
  • Ross F.
    I went into Orange today to upgrade my phone which I was ok, but the store assistant said the phones I could have as an upgrade were not to my liking (the budget ones basically) so I said thanks and walked out. I found out from a friend that orange were upping the charges for calls by 300% and I am about to begin online banking so would be directly affected. I rang orange to cancel my contract as of 4.3 in the t&c and was told that because I hadn't used any of my out of peak calls I wasn't allowed to cancel the contact (which runs out in Oct anyway.) I asked why I wasn't allowed and got waffle about it not affecting my contract and was fobbed off with 15.1 of the t&c stating they can refuse my cancellation. I rang orange back 5 mins later having checked the fine print and the lady on the phone said QUOTE: "we've spoken to you about this and am not talking about it again, bye." and put the phone down on me. I was...annoyed. My partner and I rang back again and got the same bad attitude and explanation from yet another staff member whereby I made an official complaint that would be dealt with in up to 48 hours. Are Orange breaking my contractual agreement here? How will they stay in business if they keep traeting customers like this?
  • Paul S.
    UPDATE 10/8 Ofcom have now responded to Bitterwallet's request for a statement on the current situation. You can read it here.
  • steph
    i have had no luck- they've told me alsorts and one girl couldnt even tell me why im not affected by the change... i was focussing on calls and decided to check my recent bills when i read into it my recent bill has £2.60 something on web access so there fore i surely qualify for the cancellations now cos their web access price is tripling too isnt it? i tried the whole im gonna be using my contract more so will go over my minutes cos my circumstances have changed from the previous 3months and i am not jobless so i need my mob to be phoning companys etc for jobs but they had non of that! one guy even mis quoted the t+cs to me and said i couldnt get out of it cos they hadnt raised the price over the all items % thing when in the conditions it states that if they do that u dont have to give 14days notice nothing about not being able to cancel at all... theyre totally lying to everyone cos they're loosing so many people. my friend got out of hers cos she made one 08 number call last month.... i've phoned them previously but stopped and they dont take that into consideration cos it isnt in their '3month' crap!! eash! can anyone help me out with what to say to them cos they're driving me up the wall with their scripted nonsense. thanks
  • Tom
    Just rang OFCOM and they gave me the number to ceo. Rang them and they rufused me point blank!!! Said that even tho I didnt agree to the new terms that they had given me 30 days notice to this and that i hav to see out the remainder of my contract! jesus these guys are good and im just too soft to sit on the phone for half an hour going over the same s**t with them. I quoted everything from here and still nothing. Got the number for CISAS so im guna have to ring them now. OFCOM 02079813040 CEO 0800790134 CISAS 02075203827
  • steph
    i have also been told that orange have been 'consulting' with ofcoms legal team and they are allowing this change...so that was bull then from looking at ofcoms statement?
  • Steve
    as i said in an earlier update. "Someone called Lyn just informed me that Ofcom must of made a mistake, as their legal team informed all CS Operatives thismorning that they were cleared in their actions, after i read out that [statement from ofcom]. .. "

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