Hello everyone, I am writing this post because like so many of you here I have become a victim of the poor service provided (if any at all!) from Orange.
I signed up for the one month trial back in March which left me with a get out clause if I wasn't completely satisfied with the service. It was running ok during this month, a few hiccups but I was told this was completely normal for new BB connections (having just upgraded from dial-up)
So after the trial all seemed fair and I signed up for a 12 month contract. Since I have been locked into this contract now (I am on the basic package) I have had nothing but problems regarding service availability. I seem to suffer from completely random disconnections that can last from 10 minutes upto 12 hours. Surely this is a breach of contract if they are taking my money and the service supplied is not up to standard?
I also feel like I have been ensnared by this trial offer that was relatively trouble free yet from the moment I was locked in have not had any reliable service. The customer service team either pass me around not knowing how to solve my problem or say there is an issue with their supplier that is out of there hands.
So my question is where do I stand from a legal perspective? Do I have the right to cancel the contract? Or am I stuck with shoddy service well into next year?
If anyone has anything they can help me with I will be most grateful. Apologies for the length of this post!
As Orange are not providing you with the service you are paying for you have the right to cancel.
Phone them up, get your MAC code and move to a new ISP.
They cannot refuse you this, by law, and the outstanding amount for the contract is separate to this.
They will try and get you to pay for the remaining part of the contract but simply ignore it as they cannot provide you with a service.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
cosmicdance wrote:
As Orange are not providing you with the service you are paying for you have the right to cancel.
Phone them up, get your MAC code and move to a new ISP.
They cannot refuse you this, by law, and the outstanding amount for the contract is separate to this.
They will try and get you to pay for the remaining part of the contract but simply ignore it as they cannot provide you with a service.
Andy
I agree with Andy except for the "simply ignore it" part. You should send a letter to Orange stating that you consider them to have failed to honour their side of the contract, that you consider the contract to therefore be voided and that you dispute any money that Orange claim is outstanding. If Orange ever take you to court (where they will almost certainly lose) then the existence of the letter will show that you acted in good faith.
I just cancelled my 12 month contract but i agreed to pay the fees. I was put through to the customer care team and they said i didnt have to pay the fees. So i dont have the fees and a final bill to pay and only have to wait 10 days for my line to clear. I dont know if i was lucky there but i will keep a eye on my bank statements just incase.
Just like to say thank you to everyone for the advice. I shall be sending off the letter tomorrow via recorded delivery. Fingers crossed that something beneficial comes out of this with the minimal amount of fuss.
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