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  1. #1
    Ivor Jones
    Guest

    I wanted to call Orange to get them to turn off the voicemail on my PAYG
    SIM, so understanding that it was a 25p flat rate however long the call
    lasted, I called and selected the option to speak to a tubby (sorry,
    Customer Service Representative).

    I got put in the queue with the inevitable recording saying that my call
    was important to them and that they were very busy, but after 20 minutes
    or so I got fed up of waiting (and my battery was nearing exhaustion..!)
    so I hung up.

    On checking my balance afterwards (an automatic reaction..!) I found that
    I had been charged the 25p fee, despite not actually being connected to a
    "representative". Surely this can't be right..? I was led to believe the
    charge was only levied after the call was answered by someone, not as soon
    as you join the queue..?

    I'm loathe to ring them again now, is there any other way I can turn off
    my voicemail..?

    Ivor





    See More: Orange charge for unanswered call to OCS




  2. #2
    Jono
    Guest

    Re: Orange charge for unanswered call to OCS

    Ivor Jones used his keyboard to write :
    > I wanted to call Orange to get them to turn off the voicemail on my PAYG SIM,
    > so understanding that it was a 25p flat rate however long the call lasted, I
    > called and selected the option to speak to a tubby (sorry, Customer Service
    > Representative).
    >
    > I got put in the queue with the inevitable recording saying that my call was
    > important to them and that they were very busy, but after 20 minutes or so I
    > got fed up of waiting (and my battery was nearing exhaustion..!) so I hung
    > up.
    >
    > On checking my balance afterwards (an automatic reaction..!) I found that I
    > had been charged the 25p fee, despite not actually being connected to a
    > "representative". Surely this can't be right..? I was led to believe the
    > charge was only levied after the call was answered by someone, not as soon as
    > you join the queue..?
    >
    > I'm loathe to ring them again now, is there any other way I can turn off my
    > voicemail..?
    >
    > Ivor


    It's a call connection charge, not a call answering charge <grin>





  3. #3
    Loz
    Guest

    Re: Orange charge for unanswered call to OCS

    Ivor Jones wrote:
    > I wanted to call Orange to get them to turn off the voicemail on my PAYG
    > SIM, so understanding that it was a 25p flat rate however long the call
    > lasted, I called and selected the option to speak to a tubby (sorry,
    > Customer Service Representative).
    >
    > I got put in the queue with the inevitable recording saying that my call
    > was important to them and that they were very busy, but after 20 minutes
    > or so I got fed up of waiting (and my battery was nearing exhaustion..!)
    > so I hung up.
    >
    > On checking my balance afterwards (an automatic reaction..!) I found that
    > I had been charged the 25p fee, despite not actually being connected to a
    > "representative". Surely this can't be right..? I was led to believe the
    > charge was only levied after the call was answered by someone, not as soon
    > as you join the queue..?
    >
    > I'm loathe to ring them again now, is there any other way I can turn off
    > my voicemail..?
    >
    > Ivor



    Ivor call them on 08000795000

    This seems to get you through to contract Orange Customer Services, but
    if they ask just say you are calling "from a mates contract phone" or
    similar and they will help you anyway. Or at least have done in the
    recent past.



  4. #4
    Ivor Jones
    Guest

    Re: Orange charge for unanswered call to OCS

    "Jono" <[email protected]> wrote in message
    news:[email protected]

    [snip]

    > It's a call connection charge, not a call answering
    > charge <grin>


    But I wasn't connected..! Grrr..!

    Ivor





  5. #5
    Phil Thompson
    Guest

    Re: Orange charge for unanswered call to OCS

    On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
    <[email protected]> wrote:

    >But I wasn't connected


    so the ringing tone didn't stop and get replaced by a recorded message
    or announcement ?

    Phil



  6. #6
    Loz
    Guest

    Re: Orange charge for unanswered call to OCS

    Phil Thompson wrote:
    > On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
    > <[email protected]> wrote:
    >
    >> But I wasn't connected

    >
    > so the ringing tone didn't stop and get replaced by a recorded message
    > or announcement ?


    I think Ivor's comment is in relation to "you'll only be charged when
    connected to a customer service adviser" - which he wasn't.





  7. #7
    Jono
    Guest

    Re: Orange charge for unanswered call to OCS

    Loz explained on 10/01/2007 :
    > Phil Thompson wrote:
    >> On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
    >> <[email protected]> wrote:
    >>
    >>> But I wasn't connected

    >>
    >> so the ringing tone didn't stop and get replaced by a recorded message
    >> or announcement ?

    >
    > I think Ivor's comment is in relation to "you'll only be charged when
    > connected to a customer service adviser" - which he wasn't.


    Yes, I know, however there's a thread in uk.t.v where Ivor explains
    that you can be charged a connection fee without your call being
    answered





  8. #8
    Ivor Jones
    Guest

    Re: Orange charge for unanswered call to OCS



    "Jono" <[email protected]> wrote in message
    news:[email protected]
    > Loz explained on 10/01/2007 :
    > > Phil Thompson wrote:
    > > > On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
    > > > <[email protected]> wrote:
    > > >
    > > > > But I wasn't connected
    > > >
    > > > so the ringing tone didn't stop and get replaced by a
    > > > recorded message or announcement ?


    I got a "your call is important to us" message, but that isn't being
    connected to a "Customer Services Representative" now is it..?

    > > I think Ivor's comment is in relation to "you'll only
    > > be charged when connected to a customer service
    > > adviser" - which he wasn't.

    >
    > Yes, I know, however there's a thread in uk.t.v where
    > Ivor explains that you can be charged a connection fee
    > without your call being answered


    I wasn't answered. If I am told I will only be charged when I speak to
    someone, that is what I expect to happen.

    Ivor





  9. #9
    Phil Thompson
    Guest

    Re: Orange charge for unanswered call to OCS

    On Thu, 11 Jan 2007 14:32:54 -0000, "Ivor Jones"
    <[email protected]> wrote:

    >I wasn't answered.


    you were answered by a machine.

    Phil



  10. #10
    Ivor Jones
    Guest

    Re: Orange charge for unanswered call to OCS



    "Phil Thompson" <[email protected]> wrote in
    message news:[email protected]
    > On Thu, 11 Jan 2007 14:32:54 -0000, "Ivor Jones"
    > <[email protected]> wrote:
    >
    > > I wasn't answered.

    >
    > you were answered by a machine.


    Orange clearly state in their PAYG price guide that the charge of 25p is
    to "speak to a customer services representative" - not to listen to an
    answering system.

    I should not have been charged until someone actually spoke to me.

    Ivor





  11. #11
    Phil Thompson
    Guest

    Re: Orange charge for unanswered call to OCS

    On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
    <[email protected]> wrote:

    >I should not have been charged until someone actually spoke to me.


    dream on, pedant.

    Everyone with a hole in their arse knows that telephone calls are
    charged when the ringing stops and something at the other end makes a
    connection.

    Phil



  12. #12
    Jono
    Guest

    Re: Orange charge for unanswered call to OCS

    Ivor Jones brought next idea :
    >
    > "Jono" <[email protected]> wrote in message
    > news:[email protected]
    >> Loz explained on 10/01/2007 :
    >> > Phil Thompson wrote:
    >> > > On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
    >> > > <[email protected]> wrote:
    >> > >
    >> > > > But I wasn't connected
    >> > >
    >> > > so the ringing tone didn't stop and get replaced by a
    >> > > recorded message or announcement ?

    >
    > I got a "your call is important to us" message, but that isn't being
    > connected to a "Customer Services Representative" now is it..?
    >
    >> > I think Ivor's comment is in relation to "you'll only
    >> > be charged when connected to a customer service
    >> > adviser" - which he wasn't.

    >>
    >> Yes, I know, however there's a thread in uk.t.v where
    >> Ivor explains that you can be charged a connection fee
    >> without your call being answered

    >
    > I wasn't answered. If I am told I will only be charged when I speak to
    > someone, that is what I expect to happen.


    If it says "25p to speak to a rep" then that would be true had you not
    chosen to abandon the call.

    If it says "25p will be charged only at the point you are answered by a
    person", that would be a different matter.





  13. #13
    Soruk
    Guest

    Re: Orange charge for unanswered call to OCS

    On Thu, 11 Jan 2007 16:34:28 +0000, Phil Thompson <[email protected]> wrote:
    >On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
    ><[email protected]> wrote:
    >
    >>I should not have been charged until someone actually spoke to me.

    >
    >dream on, pedant.
    >
    >Everyone with a hole in their arse knows that telephone calls are
    >charged when the ringing stops and something at the other end makes a
    >connection.


    Calls to 450 are free while you're in the menu system, and you get charged
    the customer "service" fee (the same way a cow is serviced...) when you
    speak to a human.

    Virgin do the same when you call 789. Until you speak to a human the call
    is free.

    --
    -- Michael "Soruk" McConnell Eridani Star System
    MailStripper - http://www.MailStripper.eu/ - SMTP spam filter
    Mail Me Anywhere - http://www.MailMeAnywhere.com/ - Mobile email
    Second Number - http://secondnumber.matrixnetwork.co.uk/



  14. #14
    Ivor Jones
    Guest

    Re: Orange charge for unanswered call to OCS


    "Phil Thompson" <[email protected]> wrote in
    message news:[email protected]
    > On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
    > <[email protected]> wrote:
    >
    > > I should not have been charged until someone actually
    > > spoke to me.

    >
    > dream on, pedant.
    >
    > Everyone with a hole in their arse knows that telephone
    > calls are charged when the ringing stops and something at
    > the other end makes a connection.


    That is not what it says in Orange's price guide. It specifically says
    that the 25p charge is for actually speaking to a representative. Go and
    look it up for yourself if you don't believe me.

    Ivor





  15. #15
    Ivor Jones
    Guest

    Re: Orange charge for unanswered call to OCS

    "Soruk" <[email protected]> wrote in message
    news:[email protected]
    > On Thu, 11 Jan 2007 16:34:28 +0000, Phil Thompson
    > <[email protected]> wrote:
    > > On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
    > > <[email protected]> wrote:
    > >
    > > > I should not have been charged until someone actually
    > > > spoke to me.

    > >
    > > dream on, pedant.


    I'm not being pedantic at all. I am asking why I was charged for a call
    that wasn't answered by a human, as Orange themselves say it should be.

    > > Everyone with a hole in their arse knows that telephone
    > > calls are charged when the ringing stops and something
    > > at the other end makes a connection.

    >
    > Calls to 450 are free while you're in the menu system,
    > and you get charged the customer "service" fee (the same
    > way a cow is serviced...) when you speak to a human.


    Exactly. But I was charged for listening to the recording telling me they
    were extremely busy but my call was important to them. Not important
    enough to answer, obviously.

    > Virgin do the same when you call 789. Until you speak to
    > a human the call
    > is free.


    Yes.

    Ivor





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