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 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>
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.
Phil Thompson wrote:
> On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
> <ivor@despammed.invalid> 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.
Loz explained on 10/01/2007 :
> Phil Thompson wrote:
>> On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
>> <ivor@despammed.invalid> 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
"Jono" <nothanks@blueyonder.invalid> wrote in message
news:mn.552c7d7132fd89c4.48968@blueyonder.invalid
> Loz explained on 10/01/2007 :
> > Phil Thompson wrote:
> > > On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
> > > <ivor@despammed.invalid> 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.
"Phil Thompson" <phil.thompson@spamcop.net> wrote in
message news:ajjcq2lb2eqtbvemoep6hq65mojsa1kocu@4ax.com
> On Thu, 11 Jan 2007 14:32:54 -0000, "Ivor Jones"
> <ivor@despammed.invalid> 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 Jones brought next idea :
>
> "Jono" <nothanks@blueyonder.invalid> wrote in message
> news:mn.552c7d7132fd89c4.48968@blueyonder.invalid
>> Loz explained on 10/01/2007 :
>> > Phil Thompson wrote:
>> > > On Wed, 10 Jan 2007 20:35:20 -0000, "Ivor Jones"
>> > > <ivor@despammed.invalid> 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.
On Thu, 11 Jan 2007 16:34:28 +0000, Phil Thompson <phil.thompson@spamcop.net> wrote:
>On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
><ivor@despammed.invalid> 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.
"Phil Thompson" <phil.thompson@spamcop.net> wrote in
message news:fmpcq2ln1060f6i0mtc7n2gvnfmgqhnq94@4ax.com
> On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
> <ivor@despammed.invalid> 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.
"Soruk" <soruk@bitbucket.eridani.co.uk> wrote in message
news:slrneqdar0.d87.soruk@zeskia.int.eridani.co.uk
> On Thu, 11 Jan 2007 16:34:28 +0000, Phil Thompson
> <phil.thompson@spamcop.net> wrote:
> > On Thu, 11 Jan 2007 16:16:54 -0000, "Ivor Jones"
> > <ivor@despammed.invalid> 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.
"Jono" <nothanks@blueyonder.invalid> wrote in message
news:mn.5c857d7162278fdc.48968@blueyonder.invalid
> Ivor Jones brought next idea :
[snip]
> > 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.
It says I will be charged to speak to a representative, but I didn't speak
to one.
It does not say anywhere that I will be charged if I abandon the call.
On 2007-01-12 02:06:22 +0000, "Ivor Jones" <ivor@despammed.invalid> said:
> "Jono" <nothanks@blueyonder.invalid> wrote in message
> news:mn.5c857d7162278fdc.48968@blueyonder.invalid
>> Ivor Jones brought next idea :
>
> [snip]
>
>>> 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.
>
> It says I will be charged to speak to a representative, but I didn't
> speak to one.
>
> It does not say anywhere that I will be charged if I abandon the call.
You were most definitely in the call queue to speak to someone, and it
doesn't say anywhere you'll be charged only when answered - it clearly
says "per call".
ivor@despammed.invalid declared for all the world to hear...
> 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.
Your call was possibly dropped by the system milliseconds after
transferring you. It's been happening for a while now to varying
degrees. Some days you dont get any, other days a fair few calls will
get dropped at the point of transfer.
--
Regards
Jon
"Jon" <spam@jonparker.plus.com> wrote in message
news:MPG.2011460ee8d40a2198a677@text.usenet.plus.n et
> ivor@despammed.invalid declared for all the world to
> hear...
> > 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.
>
> Your call was possibly dropped by the system milliseconds
> after transferring you. It's been happening for a while
> now to varying degrees. Some days you dont get any, other
> days a fair few calls will get dropped at the point of
> transfer.
Well that's a valid explanation, but how can I (a) prevent it from
happening again and (b) get my money back..? Ok 25p isn't the world but I
have an instinctive dislike of not getting what I pay for.
"Chris Boyd" <chrisbboyd@NOSPAMgmail.com> wrote in message
news:2007011203452616807-chrisbboyd@NOSPAMgmailcom
[snip]
> You were most definitely in the call queue to speak to
> someone, and it doesn't say anywhere you'll be charged
> only when answered - it clearly says "per call".
It says, as you quote, "To speak to a representative" - I didn't. That is
*clearly* stating that I will only be charged when I get to speak to
someone.
> Virgin do the same when you call 789. Until you speak to a human the call
> is free.
Not in my experience, they charge you when you select the 'Talk to a
member of the team' menu option -- regardless if your call is actually
connected. I had the same problem as Ivor with Virgin, albeit only a
10p charge -- they wouldn't budge on refunding it. Interesting that
Orange and Virgin both use the same ACD and CTI software...
Ivor Jones wrote:
>
> Well that's a valid explanation, but how can I (a) prevent it from
> happening again and (b) get my money back..? Ok 25p isn't the world but I
> have an instinctive dislike of not getting what I pay for.
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.
On 12 Jan 2007 11:28:24 -0800, Usenet User <usenetuser@hotmail.co.uk> wrote:
>
>Soruk wrote:
>
>
>> Virgin do the same when you call 789. Until you speak to a human the call
>> is free.
>
>Not in my experience, they charge you when you select the 'Talk to a
>member of the team' menu option -- regardless if your call is actually
>connected. I had the same problem as Ivor with Virgin, albeit only a
>10p charge -- they wouldn't budge on refunding it. Interesting that
>Orange and Virgin both use the same ACD and CTI software...
The two times I called 789 for a human, I managed to get through pretty
quickly. Both were to enable Direct Debit on my account, but the first
call I was told the people who dealt with that had gone at 8pm. I was
refunded that 10p, by that person who was unable to help.
Loz <me@privacy.net> wrote:
> 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.
Or ring OCS and in the menu system go for topup. Head for something like
'register a credit/debit card' or 'having trouble with topup?' and you'll
eventually speak to a human (in India) for free. If you say you've had a
problem getting through to OCS then you might get somewhere.
Loz wrote:
> Ivor Jones wrote:
> >
> > Well that's a valid explanation, but how can I (a) prevent it from
> > happening again and (b) get my money back..? Ok 25p isn't the world but I
> > have an instinctive dislike of not getting what I pay for.
>
> 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.
Orange charge for unanswered call to OCS 
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