I have recently switched to Orange's Home Max contract, having been on another Orange deal, and have had constant problems since the day of the switch. For a week or so the connection kept dropping out and then I lost it altogether. This has now been gong on for a couple of weeks.
I now want to leave. Badly. But can I leave without penalty? I am on an 18 month contract but as far as I am concerned they are failing to fulfill their part of the contract and as such I reckon we don't have a contract. Is that right? I'm sure I saw some reference to a 30 day notice period if they fail to provide the service - I can't find it online now though but does it apply if they are not providing me with a working line?
Many thanks sam93, but I want to cancel before this 30 day period is up as I don't reckon they have a contract with me (being as they have failed to fulfill their part of it). Do you know where this 30 day rule is?
If you've had no broadband connection for a continuous 30 day period and importantly, a record of TS calls during this period, they will normally allow cancellation by MAC code with no contract cancellation charges.
You really need to read the T&Cs if you want to cancel because of intermittent connection because contract law is on their side.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
Hi nhyder, that's not what I am asking though. I want to know where it says that I have to stay with them for 30 days while they sort out these technical problems (it doesn't seem to be in their t and cs).
I want to leave before this 30 day period is up as I don't reckon we have a contract (based on the fact that they haven't fulfilled their part of it by supplying me with a working broadband service).
I want to know where it says that I have to stay with them for 30 days while they sort out these technical problems
It doesn't.....this is the one and only gesture within Orange's operations that I'm aware of.
But you have a contract because youare using the service that Orange are providing.....I know it's not what you want, but they are providing it and you are using it....so a contract exists in law.
You can get out of any contract at any time but, and it's a BIG BUT if the 30 day gesture isn't applied it will cost you either cancellation charges or legal fees to find out that they're in the right.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
The 30 day period is an internal policy for cancelling when you experience technical problems. As far as I know it's not just for 30 days of no connection, there is a bit of flexability in it. If you want out sooner then you'd need to get that accepted by a higher level team like escalations however it's usually accepted that they need to be given a reasonable chance to fix whatever the problem is before they just let you go.
But you have a contract because youare using the service that Orange are providing.....I know it's not what you want, but they are providing it and you are using it....so a contract exists in law.
For a contract to exist both sides have to be party to it. They are not providing a service and as a result I am not able to use it - surely this means there is no contract?
From what you say then Elhana there is nothing in their terms and conditions which specifies any kind of "30 day period" so they should not be quoting it as an absolute requirement. I think they need to be challenged on that front then...
How many? I should say, at a conservative estimate, I emailed them around 10 times and spent something like two to Three hours on the phone. Probably not quite as bad an experience as some on this forum but more than enough for any human being.
They were, by stages, obstructive, deceptive and dishonest. they "escalated the problem to the highest level", did various line tests, and parried my questions for several weeks.
I think it can be safely said that I was patient - and that they have made no progress in solving the problem.
I'm sure I did see some online reference to a 30 day period in the event of them having technical problems - but where?! The other thing they keep saying is that I have to wait till the issue has been escalated Three times. Again, that may be their internal rules but there is no reason I should have to be bound by them if I have been without broadband for Three weeks!
What I would do is ring customer services, and say you want to cancel the contract, if they say you are in the contract period or anything, just say "ok, i would still like to be put through"
When you get through, cancellations will try their absoloute hardest to keep you with Orange, so ask them to put you through to escalations, they are the only people who ever put me through!
From there, explain your situation, they will try and resolve it, but if you are insistant they should let you leave, without any queries or quibbles. I did this, and the guy gave me a MAC code that evening.
I would reccommend doing this if you want to get out, as the escalation people have the power to get out of your contract, no questions asked
(Remember to get everyone's name, so you can say ".... said" and there isn't any arguments
V kind, I do want to nail this 30 day thing before I go though, even if it is just so no-one else gets held up by this. Has anyone seen this 30 day notice period in writing anywhere in the Ts and Cs for any contract??!
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