Related
http://shop.o2.co.uk/shop/o2uk/jsp/tariffs/selectTariff.do?tariffPageView=PayMonthly&pageTab=12Month
clearly says " Unlimited free GPRS and i-mode browsing until 31st December 2005 (compatible handset required)"
although from reading this forum , appears thats not the case - so I emailed / called them and was told - only applies to i-mode phones, well if thats the case why list it on nrmal tariff and not under "imode "
instead I get 5mb for first month, then 1mb pm thereafter
Not happy ! - 5mb may be enough for a small gprs /wap, but not for html browsing on a pda ( which I had inctended to link to laptop)
i got a similar email reply to this myself today:
New customers receive the 'Welcome Browse and Download' offer, which gives 5 MB free GPRS allowance for the first 30 days. This offer is not for existing customers.
The unlimited free GPRS and i-mode browsing until 31st December 2005 is only available to the customers, who have purchased an i-mode handset with the our new Pay Monthly tariffs.
Click to expand...
Click to collapse
they have received enough queries about this by now that they surely must be aware that the page is misleading? and yet, they are still selling Exec's online with the 'unlimited free gprs' claim on the page.
grrr.... if only O2 weren't the only ones doing the Universal in black :-(
Just mention advertising standards and I'm sure they will wave the charge for you.
Watchdog is another good way to lubricate respone machinery too! Also, you could contact Which.
The C/S is awful... first email did not answer questionjust said 5Mb....
call... afrer pulling up webpage said " oh yes I see what you mean".. at first agreed to add it, then after checking, said no - but admitted I wasa right
My complaint email ... asking for reinstatement of offer or a small ( in comparison financial rebate) .. their reply just repeats their 1st email, not answering question/ complaint
I will follow this up (This offer is potentially worth 2.3 months x £75 = £172 !! ) ,
even their telephone C/s & an email reply seems to agree that advert is misleading, but only couple of small offers ( £10 / 4mb extra gprs for a minth!)- still not happy - they said case now with complaints dept
I have had mine about a week and it says on my bill I get 5mb free (though I e-mailed and asked and was told it was unlimited).
My bill shows no record of me using any of my 5mb - even though I should have used about that. Maybe they are not charging after all. If they do, they can sing for their money :twisted:
My online bill also states that I get a "Welcome browse and download 5 MB" but on the used to date column, the value is still zero when I've blatantly used it. Very odd.
I was looking forward to unlimted GPRS till the end of the year!
Re; Free GPRS
Hi, I have an online account with o2 and pointed out to the customer help line the URL detailing the "Unlimited free GPRS and i-mode browsing until 31st December 2005 (compatible handset required)". After having a word with his line manager not once or twice but three times! They agreed to add a note to my account stating that I would be reimbursed for any GPRS usage between now and 31st December.
Hope this helps?.. “if you don’t ask.. you don’t get!” :lol:
Just spoke to C/S on the phone and they stated that it's just for I-mode phones.... Boo!
Might email them and mention trading standards etc..
Re: Unlimited Free GPRS and i-mode.. lol
I had the very same argument with them. It says "GPRS and i-mode" I just kept referring back to their website details. Took three attempts for them to agree, it's very misleading! Hum?.. Accidental?.. Who knows?.. But they haven’t changed it yet!
I'd be cautious about trusting O2's online bill and account data. iirc, there was a mention on news://uk.telecom.mobile just a few days ago complaining that the online data usage information was at least a month out of date...
I have phoned the O2 help previously when I was using the O2XDAIIs and the call centre said "its free so use it" - I did - and to date I have never been charged, now I have the Exec (second device with its own number) I have been using GPRS quite heavily - and await my second bill - the first showed no G3 traffic charge - I will phone when I get chance but to date O2 has not cost a penny above the normal line charge - the advert on the web does state "free" and that means no charge in anyones opinion - Mike
Totally agree with you Mike ,
As I read that others were being told , " its not free" , and given its something like £3 per mb on my tariff , I thought ( perhaps stupidly! ) that I ought to check , as rather not be arguing a £1500 bill for 1.3gig download ( which I would had done if also connected to my laptop)
I am having the same problem in getting my free GPRS/3G data. See this thread - http://forum.xda-developers.com/viewtopic.php?t=30817&highlight= for details. I have now received a further email saying they are unable to read my screen-shots - which are in JPEG format! They also STILL have not encalated my query to a manager even though three of my emails have asked them to do so. I will send a further response today, asking for a resolution by the end of the week or I will be taking this matter further - otherwise I can see them delaying until end of December....I wonder why...
If they agree to reinstate , I will expect the offer to extend further than 31/12/05 to cover the time I am been unwilling to use ( at risk of fees)
-
I have given them numerous alternative's that I will accept as a repalcement of this offer.
just rec'd this
I can assure you that it is our aim to provide the highest level of customer service and we are always concerned to hear if we have failed to meet your expectations. O2 regret that you feel that you have not received the high standard of service, which our customers have come to expect from us.
Whilst I appreciate your comments regarding our website and your comments will be forwarded to the relevant department. I can advise that you have been given the free GPRS service until 31/12/05 and a £10 goodwill gesture
Click to expand...
Click to collapse
"On ya sell!"
Just shows if you stick at it, o2 will honour their agreement!.. just a shame you have to grab it like a bull dog and don't let go!.. in order to get anywhere!
"On ya’ sell Cilonc57.. Your a shining example to us all mate" :wink:
cheers ( I think.. your typing is as bad as mind)
It took 2 calls and about 6 emails to get anywhere - finally ended up with
Complaint Resolution Dept
actually after using the set for a few days , think I would prefer a cash settlement as no 02 3G signal, but guess I can't have it all !
Next part of the saga
---
Sent an email to them , suggesting that as I did not have the free GPRS for 8 days, and it took 6 attempts ( calls/ web forms / emails) befo0re it was resolved , perhaps I should receive a token of compensation
( I also pointed out that under their terms 8.3 / 8.4 I felt I was actually entitled to terminate contract early as it took themn more than 7 days to correct their error. -Petty maybe , but thought a good bargaining position ------ This is not the same as returing phone under 14 day period)
Now get a reply stating ....
As told in our previous emails, the free GPRS promotion is available to the customers who have purchased an i-mode phone. As your phone is not an i-mode phone, you are entitled to 5.0 Mb free GPRS access until 31 December 2005.
Click to expand...
Click to collapse
Ok they do give me the option of the 14 day return , although implied phone would have to be returned, but cost not credited!
I'm due a 12 month upgrade and am toying with getting an Exec (up from my XdaIIs), so I called O2 this morning. I have to say that I was shocked that they didn't offer me a single incentive to sign another contract with them. Sure, they wanted to sell me an Exec for some 160 Pounds, but I can get that from an O2 store, or online. They offered me no extra minutes, no extra Txts, discounts: nothing!!
Am I expecting too much? The reason why I'm so pi**ed off is that if I walked into an O2 store as a new user, they would offer me double minutes for the first 6 months. How can they treat existing customers so poorly?
It's not just O2 either - I was surprised at Orange when I left them as they offered neither me nor my fiancee any incentive to stick with them- if we were new customers to Orange they would have given us fantastic deals. I don't figure their logic - surely retaining customers is equally as inportant (if not more so) than recruiting new customers?
Strange. I was offered an exec for free even whilst i still have 2 months of contract left. I am on 1000min a month contract, which i easily exceed every month. So maybe that is the issue....
PvH
PVH: perhaps. I'm on 200 minutes, I believe, off the top of my head (the one that costs 30 Quid) so that could indeed be it. Don't get me wrong, as I didn't expect them to fall at my feet begging, but I would have hoped that they'd offer me something at the minimum comparable to what the would offer a non-customer!!
I'm in the process of writing a very stiff letter!
before i get a torrent opf abuse let me say that i cant belive this , i work for orange in the retention dept.
if anyone is at end of contract pm me for extention and ill try and help.
i cant belive they ofered you nothing cos we have to , its what we get paid for.
when u go to disconnect ask to be put through to retentoins for all the best offers
O2 have various bands for their customers. I was in a very low band and therefore I was quoted £329 for an upgrade to the Exec (just bought one from an O2 store, all-in price of £293 with one year subscription).
In order to get a good deal from T Mobile, I've ported my number out to a (free) Orange PAYG sim and as soon as the port is finished, I'll be getting a new T Mobile contract and porting back. Why do they make it so difficult? I mean, I even told retentions this is what I'd do and they said "yeah, sounds like a good idea" :roll:
I'm also coming to the end of my contract (in month 11) - got a phonecall from the company who sold me the phone to say I could get the Exec for 65 quid on my current contract. Might phone O2 direct and find out if they could do anything for me.
Disheartened to hear T-Mobile's attitude as when I was a customer of theirs, they generally did some pretty sterling deals to retain customers.
The chap from Orange - you couldn't do me a fantastic deal as a new customer could ya? :wink:
Just checked Orange prices for the M5000 and its fairly hefty
Heh I have had an even worse experience today.
I called for an O2, they sent me a refurb without a SIM.
I evaulated it and decided since I had paid £149 I wanted a NEW (not covered in greasy fingerprints) unit and a SIM (so I could actually use the phone line) please Mr. O2.
So sent it back and obtained a proof of postage as O2 had requested.
Called them .. engaged. Again, this time got through, sounds of a call center, immediately got put on hold then cut off.
Same again, ok sir, you need to speak to customer services not new connections .. uh .... click*
Tried again this time I got through to someone who apologized profusely, said they would go grab the fax .. put me on hold for ... 30 mins. *click
Eventually I faxed over the form .. again .. travelling to work each time .. some 10 miles since I like most normal people dont have a fax machine at home .. and they said ... ok sir, we'll look in to it and call you back.
I have a password on my account. Was never asked for it once, ever. So anyone out there with my post code can call up and **** my credit rating. Nice.
They didnt. Her name was Danielle 20643.
I called again and immediately spoke to a manager who advised she basically didnt give a ****. " I dont see how this is affecting your life at all sir, I think you are obstructive and un-coperative". Err ok. Like you run a credit check on me, that affects my life. You **** me around for a total of 5 hrs that affects my life. You make me pay for faxes (total of 10) that affects my life etc.
Err, no sir. I dont think so.
(In fact I was never called 'sir', so thats actually untrue)
Nice.
Eventually I went back to work and faxed again, this time calling beforehand. Finally, resolved.
So, Mr o2 can I have my new handset sent out now please?
Err, no sir. We're out of stock.
WHAT THE **** DID YOU JUST SAY?!?!?
Well they were in stock at lunchtime. Now they arent. Sorry.
Escalated again.
No sympathy.
No ETA on a handset.
No guarentee it wont be another refurb.
Basically I'm gutted.
Regarding the exec .. and o2 .. forget it is my advise. They're clearly a pile of crap. I work in a call center .. and half the stuff they did would be sackable offences where I work: Call evasion, no hold discipline, transferring without informing the customer, blatantly lying, no taking ownership, shouting at customers, terminating calls without warning etc. Where I work you simply dont terminate a call. Ever. Its all logged, all queried and all punished.
There its apparently standard practice!
The interesting thing is, they all sounded twelve. Even the manager. Would explain a lot ..
All a lot of hassle for a black universal. Heh.
To be honest, the "we don't care if you buy it, in fact, we'll be as obnoxious as we can get away with" attitude of the pre-sales staff was enough for me to give O2 a wide berth. I mean, these are the people trying to pursaude you to part with your money, god (or at least Gubbs :wink: ) knows what their customer services must be like these days.
what can I say about o2 except I agree with everything said here. They are truly lousy, appalling at responding to customer requests. and frankly a more confused service provider I have ever come across.
What I suggest any and all customers do is write letters spaced a week or so apart to the chief executive. Always refer to your previous letter and demand exeptional compensation.
It may take a while but dont stop, they are slow to respond but when they do eventually wake up it's worth it. I got a full contract refund on 2 xda's for 12 months, two new XDaIIi's and £150.00 cash refund
Hope this helps..
They've been fine before, but what I was disapointed with was the feeling that they cared more about me when I wasn't a customer than they do now. To be told that they won't offer me ANYTHING is an insult, especially when ANYONE can get a better deal just by walking into an O2 store off of the street. It really does annoy me that they treat me this way, and, as I said in my earlier post, I've written them a strongly-worded Email (polite, off course!).
I'm on Online 200 with O2, formerly at £30 per month - upon renewal time (a month prior infact) I phoned retentions telling them I could get the Exec elsewhere with a more appealing tariff, eventually negotiated my Online 200 for 12 months discounted to £15 per month, plus £150 for the XDA Exec.
It arrived the next working day! Very pleased, with good customer service - I think the quality of service, and end result greatly depends on your attitude, patience and dropping any superiority complex when talking to the call centre staff - bear in mind they won't have had a good day!!
I'm not saying O2 are perfect, just that if you listen to the member of staff, be their friend not just 'customer', you'll get what you want!
Ashley; I'm always 100% polite when dealing with people whose job it is to try and help me. However, the person that I spoke to told me flatly, and more than once, that they would not budge on the price and were not able to offer me anything to renew, such as additional minutes, etc.
I'm slightly hamstringed by being in the US at the moment, but that doesn't change the fact that I got a bum rap.
I was with o2 for 8 years (cellnet first til o2 name change) and was due an upgrade (one month past) i got offered the Exec for £269 then £219 but they would not get any lower than that i told them that i could get a better deal with T-Mobile and was told that ''we are not a charity' i was also asked what i wanted with such a complicated phone for !!!
I asked for my Pac number and they let me leave without offering any other deals, 8 years loyalty means nothing.
i upgraded with two months left on iis
not sure of why you have had this issue but i phoned and said if o2 cant help then im off to a competitor.
Within minutes i was offered upgrade £139 to exec on 100 minutes 200 with special offer only snag was 18 month contract but i can live with that.
Always call back and be demanding (but polite) that if they cant help you will go elsewhere.
i had mine three days later and it is the bol.....s!
I also have been with the O2 journey through Cellnet, Genie, BT Cellnet etc etc, for over 8 years - I think a lot depends on the person that answers your call, I specifically asked for the girl that dealt with my call the previous year, she was fortunately still there and very cheery...she even remembered me!!
When on the phone, you've got to be their friend (or at least pretend), not just a customer and they'll treat you accordingly hence why they discounted my package as they did - a bit of begging also always helps!
Yes commitment to service should provide discounts, but equally there are other operators on the market so if you have such an issue, why not move and I'll guarantee you'll find similar frustrations with those networks equally.
O2 are excellent provided you don't need any help or customer service, the networks good and rarely has downtime, coverage is ok, 3G appears non existant, but I find very few issues throughout my time as a customer.
Phoned O2 direct - due to the "banding" it'll cost me 150 quid.
I think I'll call my supplier and just order one for 65 and do it that way.
Basically O2 said that if I can get it for 65 from someone else, do that because they can't do anything for me.
Nice(!)
£65!?!?! The device cannot be purchased for £65 unless its second hand, nicked or off the back of a lorry - its trade price is £100+!!!
remember this is with a contract.
Forgive me for being an arse, but once I get one ordered (or price matched in an O2 store as this is one of their promises) I'll post the URL to the site. I am just waiting on them calling me back.
I used this Company a year ago and found them to be very good.
Following on from their threats to begin charging on 31st March (as per other thread )
I can still see no activity on the online bill checker
I'll be a little bit annoyed if they don't charge as threatened now - As I have gone out and bought an MDA Pro with their one of T-mobiles new unlimited web tarrifs to compensate
Anyone noticed they are being charged yet ?
think its from may 2nd onwards when they said they were going to start charging
Some of us were told 2nd May (as you suggest) - and some of us were told 31st March (like me ) but there is nothing moving on the GPRS counter on o2's site yet !
Ah well , now I have two universals and a Vario anyway :roll:
If we didn't receive a message stating March or May (I only signed up to o2 in January), then is it safe to assume unlimited free access (based on earlier experiences) or do they even have to tell you that they are now charging? As this is outside what you are supposed to be paying for (ie, their tariffs say you should be paying, with only 100kb free a month - pointless limit as that lasts less than 10 minutes!), then I suppose that they could legitimately charge and backdate if the mood took them?
Does anyone know the official view? I haven't used it this past month much as I became worried that I would be landed with a hefty bill - I even went off and bought a Safecome SDIO Wifi card for home use (another thread, another problem!) after happily having XDAII pda internet access for two months.
Many thanks
Anon
UPDATE -
From yesterday (my billing date) I have a new Item on my "usage" page of their online bill checking facility
Where it used to say "texts , media messages , voice calls," they have now added "UK GPRS Mobile web "
Fortunately when I noticed , mine was at 937k (I get 1mb free)
Time to switch
zoidster said:
UPDATE -
From yesterday (my billing date) I have a new Item on my "usage" page of their online bill checking facility
Where it used to say "texts , media messages , voice calls," they have now added "UK GPRS Mobile web "
Fortunately when I noticed , mine was at 937k (I get 1mb free)
Time to switch
Click to expand...
Click to collapse
T-Mobile, Flext + unlimited data - damn good price. And I work for O2 Sales.
belfast-biker said:
zoidster said:
UPDATE -
From yesterday (my billing date) I have a new Item on my "usage" page of their online bill checking facility
Where it used to say "texts , media messages , voice calls," they have now added "UK GPRS Mobile web "
Fortunately when I noticed , mine was at 937k (I get 1mb free)
Time to switch
Click to expand...
Click to collapse
T-Mobile, Flext + unlimited data - damn good price. And I work for O2 Sales.
Click to expand...
Click to collapse
Already have ! :lol:
Ordered an MDA pro for £99 on Flext 25 + Web'n'walk on 31st march - as soon as the deals appeared onsite
Bit of a coincidence eh ? o2 starting to charge and Tmobile offering the first (reasonably priced) flat rate GPRS deal , all on the same day !
:wink:
zoidster said:
Bit of a coincidence eh ? o2 starting to charge and Tmobile offering the first (reasonably priced) flat rate GPRS deal , all on the same day !
:wink:
Click to expand...
Click to collapse
Yup. O2 are increibly slow moving on this and have been caught on the back foot by flext + unlim data.
We charge £75 for unlim data, T-Mob now charge £7.50. Ten times less.
Our new business tariffs are nowhere near as good as T-Mobiles FLEXT accounts.
We're gonna get creamed by T-Mobile, absolutely creamed. I've sold NO phones at all this week, against a target of 2 per day, it's depressing. Business customers need to keep their numbers too, which means going back to Retentions to get it, and retentions ALWAYS beats or matches our prices!
Luckily I got offered a job out of the blue last night, and hooked up with a girl whos a friend of the girl who offered me the job out of the blue as well, AND my HT820 headphones arrived last night, just in time for the new A2DP upgrade for my Exec.... so I'm not complaining too much...
belfast-biker said:
zoidster said:
Luckily I got offered a job out of the blue last night, and hooked up with a girl whos a friend of the girl who offered me the job out of the blue as well, AND my HT820 headphones arrived last night, just in time for the new A2DP upgrade for my Exec.... so I'm not complaining too much...
Click to expand...
Click to collapse
Some people have all the luck! lol. Good on you, enjoy!
Click to expand...
Click to collapse
zoidster said:
Anyone noticed they are being charged yet ?
Click to expand...
Click to collapse
They've started charging me from 30th March!!!!!
They charged me £81 for 30th March and £18 for 31st March!
I've disputed the bill, let's see what happens.
o2 GPRS
You should be ok, I have just recently joined the wonderful ranks of T mobile flext + web n walk (25% discount on the flext 30 so £22.50 and if you sign up the web n walk for the term on taking out the contract its only £5.60ish pm). Bur before I was on o2 enjoying the benefits of free GPRS.
What I did was keep phoning customer services about once a month and noted who i spoke to, the date and time, and got them to confirm it was still free and that they would inform us by post or text if they were to start charging.
Of course they didn't, and one day I received a hefty bill (as expected). I phoned them up and quoted each person I had spoken to, the date ,the time and what they had actually said and they just couldn't argue. After a bit of debating they decided to let it drop :wink:
Good ol' T-mob, thats what I say !!!
Re: o2 GPRS
Clivectmob said:
You should be ok, I have just recently joined the wonderful ranks of T mobile flext + web n walk (25% discount on the flext 30 so £22.50 and if you sign up the web n walk for the term on taking out the contract its only £5.60ish pm). Bur before I was on o2 enjoying the benefits of free GPRS.
What I did was keep phoning customer services about once a month and noted who i spoke to, the date and time, and got them to confirm it was still free and that they would inform us by post or text if they were to start charging.
Of course they didn't, and one day I received a hefty bill (as expected). I phoned them up and quoted each person I had spoken to, the date ,the time and what they had actually said and they just couldn't argue. After a bit of debating they decided to let it drop :wink:
Good ol' T-mob, thats what I say !!!
Click to expand...
Click to collapse
I'k simply not giving them the money they're asking for for the data. Why should we have to run round circles coz they're ****wits?
The CS girl asked me to fax my bill etc etc, but why should I? I'm gonna email cs again, tell them the score, get them to SORT it. I've canceled the DD, so they can whistle.
o2 GPRS
I should have said that i've experienced loads of hassle with o2 CS in the past, which is the reason why I noted everything.
The only reson I stayed with them last time was because they "made me an offer i couldn't refuse." When they said that this year, I told them to stick it where the sun don't shine.
T mobile are definately on to a winner with flext and web n walk. I've been after a tariff like this in years. Also, their coverage is up with the best now too.!!
Re: o2 GPRS
Clivectmob said:
T mobile are definately on to a winner with flext and web n walk. I've been after a tariff like this in years. Also, their coverage is up with the best now too.!!
Click to expand...
Click to collapse
Yeah, in June, when the Vario II is likely released, I'll be six months into my 1 year with O2. Thank God I didn't let the appeal of free texts and minutes sway me to an 18 month contract. I'll then simply reduce to the lowest tariff*, and once that's implemented, I'll buy it out.
In the meantime, I'll get the Vario II from T-Mobile on the Relax+webwalk tariff, since I only ever do 1 year deals
The incompetence of O2 will be a distant memory. I can only hope that T-Mobile aren't equally stupid.
* Would I have to give 28/30 days notice for this?
Re: o2 GPRS
Double post - getting a lot of "phpBB : Critical Error Could not connect to the database" recently....
Someone on the MSE forum has just been billed for £370 of GPRS (backdated :shock: - http://forums.moneysavingexpert.com/showthread.html?t=194449). I notice that my online unbilled calls area is showing 100KB used when it hasn't recorded anything before (since January).
Do they have to tell you that they are now recording data usage? I suppose they will claim they don't need to as they never said it was free anyway :roll:.
Anon
Anon said:
Someone on the MSE forum has just been billed for £370 of GPRS (backdated :shock: - http://forums.moneysavingexpert.com/showthread.html?t=194449). I notice that my online unbilled calls area is showing 100KB used when it hasn't recorded anything before (since January).
Do they have to tell you that they are now recording data usage? I suppose they will claim they don't need to as they never said it was free anyway
Click to expand...
Click to collapse
In my case they DID say it was free. Your friend there should not have b4een charged for data on 29th, 30th, and 31st March. He should query that, refuse to pay it, like I did.
I just got hit for £160
I just got hit for £160 for gprs as my audible air kicked in and went on a downloading spree.
Ian
Bother!
Just noticed a new heading has appeared on my online bill this month. Under "Unbilled Usage" it has another heading "Unbilled Usage to Date" - clicking on that now shows UK GPRS Mobile web - spent £30 last month without even realising it (as it has been free in previous months). No text message notifying me of this.
Ah well, end of that then .
Anon
Same here, but 71 Quid!! rang up, o2 cs very helpful, but were Not going to cancel payment . so after thinking about it, if the money is taken, i will cancel contract, pay remaining contract amount & take my custom elsewhere. what do you think? any better ideas?
Hey there, I own the Touch HD on Orange, I really was finding the internet service through T-mobile and three great, they have good Fair usage policies.
I was told by the person who sold me my phone that I would be warned or have a flag applied to my account if i were to go over 500MB!
Not the case.. I've been hit with a huge bill, and I've argued with 3 customer representatives and unfortunately have not gotten anywhere. I've read a few people on forums who have not had this problem but have been warned and told the same story!!
I have the 500MB Add-on Internet (told it was a fair usage policy), but it turns out ive used about 700MB and been charged roughly £1.10 per extra MB which is shocking!!!
Any assistance would be much appreciated, Ive cancelled my direct debit in hopes to get this matter resolved, I couldn't believe it!
Thanks.
G.Matharu
Sounds grossly unfair, and you can cite examples of other users receiving different treatment to yourself. Ask them why you are being treated differently to other customers, and if you get nowhere ask to speak with a supervisor in their customer services team. Quite often the "first line" support you get follow a prescribed course of action and cannot operate on too much discretion.
Good luck.
Perhaps other users on Orange (or O2 for that matter, who also have a ridiculously small data cap) can post up their experience of exceeding their data ceiling, and we can keep a dossier of evidence on here? Just a thought.
I recently got my Touch HD and with my renewal i blagged the free unlimited internet (or 500mb as you say)
Before i took out the contract i asked what the fair use was, they said 500mb and she said, and i quote "You will have to be on all day every day to exceed it" so if this happens to me, which i expect it will, i shall be getting a copy of that conversation recording and see what their excuse is
I have exceeded the data limit on my plan with O2 (here in Germany) twice before - and both times they took the amount for the extra data off my bill in good will!
But I didn't exceed my plan as much as you did...
BTW: O2 has by far the best customer service have encountered so far! Atleast here in Germany...
That sounds horrible, I hope you manage to get that sorted out. I have never been with 3 but I know these operators are tricky characters.
I am on O2 £30pm with no data package, the O2 lady said on the phone that if I use my data connection then I will get charged for data upto £1 and that is it (fair usage policy applys) so if i reconnect within those 24hr of a give day then it wont cost me anymore than the £1 already, which if you did this everyday then it would cost about £35~.
This is why she said they recommend the 'unlimited' bolt on for £5.99, which is 500Mb per month but i didn't ask about if I went over that, I would hope the £1's worth of data deal would kick in but I'm betting the money grabbers will not honor that for all thier customers.
i have had this trouble but with pay as you go sim, i found out a few things that was using my credit.
the weather update, go into options and deselect them so that it doesnt download new weather data when not in active sync. just go into active sync n do it that way.
quickgps thingy, disable the updates as before active sync updates this everytime the phone is synched.
wap, when you close the internet, it leaves the connection open , well it does on occasion on mine. just go into the settings / communication in manilla and make sure data connection is off.
hope this helps. but i went through 10.00 within a few days without using the phone well to call anyway so hope this helps with others.
if thers anything i missed post it and a solution
Orange data rates are so uncompetitive it's unbelivable, I was on the phone to CS this evening about an unrelated matter but asked if there were any plans to change this, and the answer was a resounding no
I got my HD in from Orange in March on a 'Panther' plan whch came with the 500Mb package included, but they also said should I go over the limit the MAXIMUM they would charge would be £1.50 a day. While still seriously poor that would result in a charge of £46.50 in a 31 day month assuming that 500Mb+ was used on day one. It might be worth seeing if there is any mileage there, perhaps offer to change plan if they would consider bringing these outrageous charges into line with that plan?
I had a stock unlocked Kaiser and was with o2 on a 3Gb monthly package and was to impatient to wait until I had the money to buy a stock unlocked HD. I was in the Orange Shop with my wife upgrading her phone and I just couldn't stop myself, I asked if they had one in stock and they did. So that was that I had to have one................................. I wish I'd have waited
Anyway, Good Luck.
Thanks so much everyone for your input seriously!!
I'm going to see what I can do, I'l report back here, Unfortunately I really don't think they're going to listen, the last guy I spoke to, told me that I can't keep phoning up to keep speaking to different representatives. The way he said it, was just really rude.
I've been with T-mobile and Three's data tariffs, and they've both been great, Three does fail to connect sometimes, and T-mobile is sometimes slow, but Orange had none of these issues but clearly has a bigger one!
Thanks a lot again. I'll post soon, Bill is due 14th April.
Whilst I love Orange Service (coverage/signal are great for me), Orange Customer Service is absolutely useless to the degree of insanity.
I had difficulties with their Upgrades team not providing me with a good upgrade onto the HTC Touch HD. I ended a rather frustrated and unproductive conversation with "Thank you for your help but I think I am going to look elsewhere as Orange are not offering me a competitive deal". Two minutes later, a call on my mobile from another mobile... it was the customer representative from Orange calling me to complain, say that I was rude and my comment was unjustified.
They offered me a £35pm 18mo contract and Id have to pay £X for the handset whereas I picked up the Touch HD from Phones4U online for £30pm 18mo contract, free handset. Cost me £15 to unlock, £1 for a T-Mobile SIM, £5 to top up and 1 week to transfer my number from Orange to T-Mobile and back to Orange.
It does not surprise me that Orange have been flagged up here and I thank you for your post. Since receiving my Touch HD approximately 3 weeks ago, I have used £1.69 of data outside the Free Evenings/Weekends Orange World usage plan which is tacked onto your contract for free.
It also saddens me that Orange has probably the worst data rates of all of the providers. I would have switched if only I was able to get the HTC Touch HD on another network.
One piece of humour I found when talking to a guy from Phones4U in store is that both O2 and T-Mobile refused to stock the Touch HD because it failed to meet their quality standards, same with previous HTC models. The Phones4U stores refused to stock the Touch HD as the previous HTC's had too many problems. I have to say, I loved my LG Viewty when I got that 18 months ago but the Touch HD blows away anything I have used previous.
gmmatharu12 - I hope your issue is resolved and I will be keeping a close eye on this thread regarding the data situation with Orange. We can only hope they improve their customer service to meet the standard of network service tthey provide.
I had a similar problem with Orange, only I didnt have any data package to exceed. I didn't really even use it to any great ammount, browsing for football scores a few times in the month maybe.
Then I recieve a bill for £130, £70-odd pounds worth of data.
Naturally I queried it and I stopped my direct debit until they could explain it a bit more. At the time I had a SE K850i and I was supposed to have downloaded over 30MB of data in the six times I connected up over the course of the month.
Because they cannot log where you visited or what you downloaded there was no way of proving I had used that ammount (I assure you I couldn't have d/l that much just browsing a few times).
Anyway, the customer services chap explained that ALL Orange tarifs should have a policy where the MAXIMUM data charge one could acrue over the space of 24hrs is £1.47 and my account must have "slipped through the net". So I agreed to pay the maximum daily charge for the 6 occasions I did use the web, and they credited the rest.
Try to see if this is stated anywhere in their T&C's, you definately have a case.
Elcs said:
Orange Customer Service is absolutely useless to the degree of insanity.
Click to expand...
Click to collapse
Amen Brother.
Elcs said:
I had difficulties with their Upgrades team not providing me with a good upgrade onto the HTC Touch HD. I ended a rather frustrated and unproductive conversation with "Thank you for your help but I think I am going to look elsewhere as Orange are not offering me a competitive deal".
Click to expand...
Click to collapse
Snap. I ended up going to O2 from a mobiles.co.uk deal. I guess Orange actually did me a favour trying to charge me for the phone. I had renewed 12 years in a row and really wasn't getting value compared to new customes or customers on other networks. Them forcing my hand saved me a few bob so for that - I thank them.
Elcs said:
Two minutes later, a call on my mobile from another mobile... it was the customer representative from Orange calling me to complain, say that I was rude and my comment was unjustified.
Click to expand...
Click to collapse
Can you believe I could have had exactly the same contract from mobiles.co.uk that Orange were offering me, only with a free phone, and Orange would have had to have paid mobiles.co.uk a commision. And they still wouldn't match it!
3 weeks into my O2 contract - no issues so far.
3 weeks using my Touch HD - Lovin it.
Nasher79 said:
Amen Brother.
Snap. I ended up going to O2 from a mobiles.co.uk deal. I guess Orange actually did me a favour trying to charge me for the phone. I had renewed 12 years in a row and really wasn't getting value compared to new customes or customers on other networks. Them forcing my hand saved me a few bob so for that - I thank them.
Can you believe I could have had exactly the same contract from mobiles.co.uk that Orange were offering me, only with a free phone, and Orange would have had to have paid mobiles.co.uk a commision. And they still wouldn't match it!
3 weeks into my O2 contract - no issues so far.
3 weeks using my Touch HD - Lovin it.
Click to expand...
Click to collapse
Much the same story for me. I've been with Orange for about 14 years and where I cannot complain about the signal/call quality in that time I have noticed a complete disintegration of their customer services.
Same issues where I wanted the HD for free but they said I'd have to pay £179 - even though their own website was offering it for free (all be it on a 24 month contract which i didn't mind signing because like I say the signal/call quality where I am is excellent).
In my experience - Orange have always charged £1 per meg for internet access but one word of warning people - their inclusive 500Mb is only orange world pages - I was told that if you navigate away you will be told that the page is going to be charged for but I don't think that is the case - you seem to be told that "this page is free" and I assume that if you don't see that then you are charged. It's only my opinion, I have yet to confirm this from customer services but can't be bothered spending the 45 minutes you have to wait to actually get to speak to someone
Maybe it is just me but... i've been with orange for about 10 years and i have never had a bad experience with their customer service. Of all the companies i've ever dealt with they have by far and away the best customer service. always been helpful and polite to me.
When the guy on upgrades couldn't offer me a decent deal on the HD he gve me the direct line number for retentions and told me what to say to them to get the best deal and it worked.
Also found there insurance to be excellent, i've rang up at 10pm at night with a dodgy handset and had a shiny new one there at 9am the following morning... can't really get any better than that.
I have an option on my account for the 500mb unlimited bundle but my account also shows up as having the OW capped daily usage so i guess this is what was referrend to earlier about being charged a maximum per day.
Well I've very recently switched to Orange from T-Mobile, I wasn't having great signal coverage with T-Mobile and decided that I could switch to Orange for the HD.
When I brought the phone I queried the Data plans, I had seen a deal on the t'interweb and ws happy to sign up as long as I had similar flexibility with connection as I did with Web'n'Walk.
What I was sold was an 'unlimited' data plan.
2 days later I read online that there's a 500MB limit.
So I ring back and ask about this, as I wasn't told of the limit, I REALLY had to push to get a 'yes' response from them, that there was a 500MB limit.
I got a lot of 'You should be fine, its practically unlimited' and 'No-one really uses the full quota you'll be fine' and after I finally blew at them and basically said 'Look...you twats, yes or no 500MB limit or not?' then finally I got told yes.
So they do not clarify this data plan, over the phone, the description on the internet is not descriptive, you do not get warned about the upcoming 500MB boundary, sounds like an easy cash in for Orange.
Having read this thread, I will re-install my GPRS data counter that I used to have on my Kaiser, sounds like I'll need it.
I bet business users get treated a whole lot different.
i had the same problem with orange in m first month £60 pounds worth of data.
I argued with them and they said there was nothing they could do and billed me for the rest of the contract lenth!! £700 please.
so i Tried A orange pay as yo go sim card and for £10 a month(Dolphin Package) you get 300 hundred messeges and free access to facebook, Bebo and myspace a month but ive never got charged for going on the wap on my phone no matter what i access or i download!! BRILLIANT
And i get to keep this brilliant PHONE
Freypal said:
Maybe it is just me but... i've been with orange for about 10 years and i have never had a bad experience with their customer service. Of all the companies i've ever dealt with they have by far and away the best customer service. always been helpful and polite to me.
When the guy on upgrades couldn't offer me a decent deal on the HD he gve me the direct line number for retentions and told me what to say to them to get the best deal and it worked.
Also found there insurance to be excellent, i've rang up at 10pm at night with a dodgy handset and had a shiny new one there at 9am the following morning... can't really get any better than that.
I have an option on my account for the 500mb unlimited bundle but my account also shows up as having the OW capped daily usage so i guess this is what was referrend to earlier about being charged a maximum per day.
Click to expand...
Click to collapse
I would have agreed with you up until recently. When it came to upgrading, they just werent interested in keeping my service, and actually got quite rude about it. Its pot luck whether you get a helpfull person answer your call or one of their not so helpfull staff, which to me seemed the majority towards the end.
Im pleased your content with their service. And im equally pleased I now have nothing to do with them.
Freypal said:
When the guy on upgrades couldn't offer me a decent deal on the HD he gve me the direct line number for retentions and told me what to say to them to get the best deal and it worked.
Click to expand...
Click to collapse
I spoke to two people on their online customer services that suggested I would be able to secure the £30pm 24 mo contract for the HD which was an online exclusive.
The upgrades team, on my second attempt I got a helpful young gentleman who advised me that he could not offer that plan and the handset but he passed me through to retentions as he suggested they had access to better deals and as such should hook me up with something suitable.
Retentions were rather rude at which point I said that Orange Customer Services cant tell their "bum from their elbow" and asked for a definitive answer on my situation from a supervisor only to have no success.
I found it relatively easy to get my PAC off them and to transfer my number back in (even if customer services told me to ring 150 from my Orange phone and press option 1 option 1 for Transferring numbers)
Try the (very old) trick of speaking to the Executive Office. I don't know how - there's probably a number knocking around somewhere.
I check my usage online at the Orange site and would suggest others do the same.
For example:
data
250MB Internet Browsing megabytes remaining : 223.4153
Also, when you first get your phone, call them up and check with them what the package offers. Go through it word by word - and record the call (er, do stock ROMs include call recording software?) Failing that make notes of the deal, and the time of the call, so you can refer them back to it in a couple of months time.
TBH I'd do this with any operator, not just Orange.
It's probably not helpful to those of you on Orange contracts, but the O2 equivalent is actually effectively cap-less.
The 200MB only applies to PAYG, and when I phoned up to get the data bolt-on added to my account (contract through Mobiles.co.uk) I asked them about the data limit, their reply was basically along the lines of "there's no limit, as long as you don't take the piss". I use the mobile web on my HD very heavily, RSS feeds, mobile internet, weather updates, email, and I've never had any problems with the data.
I've never gone over my limit, but I was told by Orange customer service that due to the fact it's fair usage policy rather than a straight 500MB limit I'd have to use well over 1GB before they would start to charge me. I feel pretty cheated by them if that isn't the case, I guess I'm just lucky that I'm near Wi-Fi most of the time.
unless you've been living under a rock(or any such sayings), you either recieved 'the' text or read about it on the internet/heard from a friend etc.
http://forums.moneysavingexpert.com/showthread.html?t=1825687
basically from 14th september orange(uk) are putting up the minimum charge of the calls(calls to 08x numbers and all call once you've used up your inclusive minutes) from 5p to almost 15p not their per min charge as some people seem to getting it mixed up(i.e. if you call for 1 second, currently you get charged 5p but from 14th september it'll be almost 15p).
I got my text yesterday and cancelled mine in the last hour, asked to transfered to payg(should recieve the sim within 30days). going to sit back and see what comes out over the next few months before deciding what to do. I've had my touch hd since january, got 11months left(the 7th month started on 26th july) so saving me £330 on my contract(racoon 30, £25/month + £5/month 500mb web. had to pay ~£175 for the handset but got £130 credited to my account on my 1st bill so didn't have to pay any more for the 1st 4 bills).
as per the title how hany have recieved this text and cancelled? also anyone without the text manage to cancel? I know 1 person has on here as seen they put their touch hd for sale.
p.s. I've not seen another thread regarding this on here and search isn't finding any for me either.
I'm on a panther and I can either cancel or get double my entitlements - minutes, text and data and £10.00 off my bill
Got my phone in Dec however the PAYG route sounds good as there are no phones I'm interested in.
Nokia N97 seems ok but it would be for wife and not me. I like the HD.
They really have given a load of people a way out of long contracts.
I haven't got "the" text yet, but it wouldn't suprise me! I hate Orange with a passion.
To anyone considering going with Orange look around first, their customer service is absolutely awfull! Having said that they did help me out for a little while, but I had to fight tooth and nail just to get a decent service from them!
When my HTC Diamond was playing up I had several replacements (I personally think the phone is poorly designed) and finally when I asked for a different model replacement the only thing they would offer me was a purple Nokia! (Bearing in mind this was when the HTC Diamond first came out!). I had been with them for many years before this and it's always been the same, I'm still waiting a phone call from their customer service manager from January!!! I only stick with them for the promise of better service, but I think I will change soon.
But as was already mentioned you can get out of your contract with the change in the T's & C's.
Evening all,
I've got 2 months left on my orange contract and haven't got the text yet. I'm planning to switch to O2 so I imagine there should be no problems with getting my PAC code now instead of waiting the 2 months or buying out my contract?
Cheers
Well, I have about 12 months left on my contract and I am contemplating contacting Orange to do just this.
I received the text on the 21st and I have been feeling a bit uneasy about the changes in price. Haven't really had the chance to look into it yet.
Must say this could cost Orange a pretty penny.
BTW: Check out this page on the moeny saving link forum that was initially posted:
http://forums.moneysavingexpert.com/showthread.html?t=1825687&page=12
Check the bottom where it says:
Another trick being attempted by some customer service agents is to demand the return of the handset. However as terms and 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
Well I must have been living under a rock, because I knew nothing about this! But as long as it's only to 08xx numbers and if I go over my allowance, then it doesn't really bother me :/ am I right there?
But...do you reckon I could ring up and threaten them with cancelling my contract, and then get freebies or money off?
should have said that there is also a change in the data pricing as well, at the moment it's max £1.47 per day but from september it's flat rate of ~60p 25mb limit per day.
s.bounford if you read the site I linked to, the 1st post explains all the changes. but if you're happy with what you're on, don't go over your mins, call 08xx number etc then don't need to do anything.
Just got off the phone with Orange, the guy instantly said that I was well within my rights to cancel the contract and keep the phone!
However, they did offer me a fairly decent tarriff reduction when I mentioned this.
Ironic the first piece of good customer service comes when I'm telling them that I'm leaving!
joey7415963 said:
Just got off the phone with Orange, the guy instantly said that I was well within my rights to cancel the contract and keep the phone!
However, they did offer me a fairly decent tarriff reduction when I mentioned this.
Ironic the first piece of good customer service comes when I'm telling them that I'm leaving!
Click to expand...
Click to collapse
what did they offer? I was thinking about asking if they could lower mine from £29.37/month(£30/month once the vat goes back up to 17.5%) to £15/month, but have read people saying they've been offered £10/month discount so doubt they'd done it (I'd have been asking for £15/month discount).
how do I turn the data off so that it doesn't connect through edge/3g/hdspa(or what ever it is)? as I'm going payg once I get the sim through, I don't want it to be eating up my credit(its £2 per day on payg). I've gone through settings and turned data off before but still find that it connects and use up data(I currently have the 500mb/month so it hasn't been a problem), I've read about this nodata cab from modco is that the best option(will I still be able to connect through wifi?)?
I use NoData and it works perfectly for me. It lists the three data connections (Orange Internet, Oange Wap and Orange MMS) and lets you toggle each one between enabled/disabled (I only have Orange MMS enabled). You can still use everything else, including WiFi, flawlessly
I had the txt but I deleted by accident but I'm still going to ring them up and cancel my phone. Opportunites like this don't happen often lol.
I don't understand, I've been an Orange customer now for just 10 years and 3 months ago when I upgraded, they gave me the Touch HD for free,
1200 mins
1200 sms
Unlimited Browsingthis
Free Home Broadband and lastly
Free 1g per month mobile dongle.
Total £24 per month 18 month contract.
Now I am yet to receive this text but somebody tell me, just where am I to get a better deal and keep my number?
fowler002 said:
what did they offer? I was thinking about asking if they could lower mine from £29.37/month(£30/month once the vat goes back up to 17.5%) to £15/month, but have read people saying they've been offered £10/month discount so doubt they'd done it (I'd have been asking for £15/month discount).
how do I turn the data off so that it doesn't connect through edge/3g/hdspa(or what ever it is)? as I'm going payg once I get the sim through, I don't want it to be eating up my credit(its £2 per day on payg). I've gone through settings and turned data off before but still find that it connects and use up data(I currently have the 500mb/month so it hasn't been a problem), I've read about this nodata cab from modco is that the best option(will I still be able to connect through wifi?)?
Click to expand...
Click to collapse
They offered me £5 reduction on my contract with an extra 3 magic numbers and unlimited landline phonecalls. Considering I was only paying £25 a month for 600 minutes, 500 texts, unlimited data, magic numbers, etc, now its going down to £19.47 inc VAT I think I might be tempted to stay!
Also offered me an instant upgrade to the HTC 3G for free aswell.
As far as the no data thing goes I'm not too sure as similarly with the unlimited data, I've had no need.
However, the latest ROM from Dutty has a disable 3G mode which may or may not help.
Sorry I couldn't be any more help.
Hi I was on Panther , i have been playing email pingpong between HTC and orange , my bog std blackstone has some glitches, i tried to install the new firware from HTC but because orange had put on their own firware it would not happen.. this was the opportunity i needed... the woman on the phone got really stroppy with me but having argued the toss with her for 10 mins, i got through to cancellations, i was told my contract would end tommorow, i asked for a PAC code, and was then told my contract would terminate when the PAC code was used...
I have since found out i can get 30% off all o2 contracts through work... happy days
Hi
I got the TEXT a couple of weeks ago and had completely forgotten about it untill this thread popped up..... Thanks
I phoned them today and went through to disconnections and the person - who was very knowledgable tried to offer me some goodies to stay but I have just about had enough of the poor coverage in my area that I declined..So I am leaving orange in the morning - joined now with Vodafone on PAYG and for the 1st time in 6mths am ableto actually make a call from my sofa!!!!!! no more trips to the bottem of the garden in the rain for me!!
And I reckon I've saved in excess of £200 in the process....
Thanks for the thread....
jpw
Just waiting for the text for me, so I can get out of my 18 month contract.
Got about 8 months left.
Then I'm off to an O2 simplicity tariff on rolling 30 days notice till I see something else that intrigues me.
Do you guys know from which date the contracts are effected by the price increases, I signed up 7th July 09, am I effected and will I be able to terminate the contract? The reception is soooo poor down my road.
Surely orange would make sure all new contracts signed within the last few months abide with their price increases.
I can remember getting this txt and ignoring it, but it feels like longer than 1 month ago.
Does anyone know when they started sending them out?
Thanks
Hi,
I'm only half way through my contact, I received the text just over a week ago. Should I be able to cancel my contract?