[Scott_P]

Hi, has anyone tried to get out of a phone contract due to them not providing a service?

i have two contracts with Orange, paying just over £70 a month, since about September a mast has been down in my area, Orange have confirmed this and it has basically been a waste of time trying to use either of my phones in Wakefield.

I sent an email to Orange customer support about this and they knocked 10% off my bill, I wasn't in an argumentantive mood so said this was ok, however since then one of my kids had a medical emergency and I was unable to be contacted on my mobile...so effectiely shit just got real.

Basically the service I receive is nonexistant in Wakefield, in Leeds it's fine, so it's deffo a network issue and it just isn't good enough, tbh.

Could I threaten to leave my contract as they aren't providing the service? Or am I stuck with it?

[BoBaDoB]

I believe there would be a clause in your contract that states if you have total loss of service then you are entitled to line rental charges back for those periods of loss of service, however you would only be able to cancel if they were never restoring service to that area.

terminating your Contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide the Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up.

http://www1.orange.co.uk/mobileterms...s-20110215.pdf

[TelevisionUser]

Quote:

Originally Posted by Scott_P

Hi, has anyone tried to get out of a phone contract due to them not providing a service?

i have two contracts with Orange, paying just over £70 a month, since about September a mast has been down in my area, Orange have confirmed this and it has basically been a waste of time trying to use either of my phones in Wakefield.

I sent an email to Orange customer support about this and they knocked 10% off my bill, I wasn't in an argumentantive mood so said this was ok, however since then one of my kids had a medical emergency and I was unable to be contacted on my mobile...so effectiely shit just got real.

Basically the service I receive is nonexistant in Wakefield, in Leeds it's fine, so it's deffo a network issue and it just isn't good enough, tbh.

Could I threaten to leave my contract as they aren't providing the service? Or am I stuck with it?

I'd suggest getting advice on this one from Consumer Focus here: http://www.oft.gov.uk/consumer-advice/oft-and-cd/

You are paying a significant amount each month for a service and getting a poor or non-existent service in return. I'd see what the Consumer Focus advice is and then get back to Orange and make it plain to them that if they don't agree to the advice they'll get reported to Ofcom and the BBC's You and Yours consumer programme: http://www.bbc.co.uk/radio4/features/you-and-yours/

Good luck with this one, Scott_P!

[ajh94]

Usually they wouldn't let you as it is a radio network and cant be expected to be perfect. I have seen a lot of people try and get out of Orange contracts for this reason and not been able to. However back in 2009 there was a guy that took Orange to court over it and won. So not sure how you will do but best of luck all the same.