Hi, Can anyone shed any light to the reason why the mobile I have had for 4 months has stopped making/receiving calls and texts? Orange eventually spotted after 2 days of calls and a new sim card, that the handset had been blocked by another network.
How can this happen?? It hasn't been reported, by me as lost or stolen and the number hasn't been blocked. I have now been told I will need to wait a week while they investigate and in the meantime I either have to purchase a new handset at my expense, or loose business (its a business account).

This can't be right can it? Also I still have to pay my monthly contract!!!

Please help, I'm so confused about my rights.

Did you buy the phone second hand, or did Orange supply it with the contract?

It was a replacement phone sent to me from Orange 4 months ago after my last phone developed a fault. How can I prove I am not trying to use a stolen/lost phone? They sent it to me!!

they will have a record of the IMEI that they sent you, assuming the IMEI on the phone is the same then it should be an open and shut case.

the investigation will be as to why another network has blacklisted your phone. it's possible there was a record mismatch or a user error.

That was my point exactly but they refuse to unblock the phone or issue me a replacement until they have investigated why it has been blocked. I also registered the phone with an independent insurance company when I received it but Orange still won't budge! Where are my rights? I run a small business and I am loosing work because of this!

you need to let them run their investigation.

you losing business is of no concern to Orange, as a business you should always have a backup (ie if you lost your phone what would you do in the period when you didn't have the phone?)

Are you on a business contract? if so this will come with SLAs to restore your service. Consumer contracts are not designed to take loss of business into account and are cheaper as a result.

I had a problem with my phone,I went to CPW bought a PAYG Galaxy Y for £49 plus a £10 Orange top up it wasn't locked to a network, so accepted my VF sim

I used it for two weeks and sold the phone for £50 and the Orange £10 top up for a £5 er

So you don't need to be without a phone and it doesn't have to cost £££ till you get sorted

Good luck