I have had Orange (and previously wanadoo broadband) for years. I signed up to a contract when I first joined but as this was a long time ago I no longer have a copy.
For various reasons I recently decided to switch broadband providers. I phoned up Orange and was told there would be a charge of £107 to cancel because I am tied into an 18 month contract which I signed up to in February. As I had no knowledge of having signed up I enquired further and was told I was sent an email back in February informing me of this (and also that the monthly charges on my account were dropping from £18 to £12 as a result).
The charges have dropped; however I did not see the email. I have asked Orange to forward it to me and they have promised to do so.
I can only imagine that the email went into my junk mail folder and I never read it. My assumption is therefore that I am tied to the contract and the £107 exit fee (although i will only accept this after they have sent me a copy of the email). I am however a little surprised that this is legal/ethical (BT did something similar a while ago but actually wrote to me in the post so I was actually aware that the contract was up for automatic renewal!)
Does anyone have any suggestions for how I should take this forward or should I just pay up and make sure I check my junk mail folder more regularly in the future?
Normally, if you request an upgrade or some change to the package you're on then that triggers a new contract period.
If 0range changed the package without a request from you then I would expect them to ensure that you agree to that change in writing.
So I would ask 0range for the written confirmation of your acceptance to their package change. I presume that they switched you on to their ADSL2+ product.
Joined: 27 Aug 2010Posts: 3Location: Cannock, Staffs
I'm caught up in a contract like this as well. I rather foolishly took my telephone landline contract to them early this year when BT increased their prices again and reduced the cheap call times. However, within about six weeks, orange increased their charges too........!
I think that if we are caught up in a contract of this type, the prices ought to be fixed (or capped) for the duration of the contract.
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