Orange dolphin Internet access
16-March-2010
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Orange dolphin Internet access

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I am an Orange Mobile pay as you go customer and I recently got a new (second hand) phone.  I've been on their fixed rate all day tarrif for as long as I can remember and I figured that since my "new" phone had an HTML browser, I'd see what packages I could add to take advantage of that.  I've been aware for some time that they offer a reward system whereby you can get free texts, minutes or Internet access if you top up by at least £10 a month.

This isn't something I've taken advantage before as up until as I barely spend more than a £5 a month.  Orange do these animal packages now (what the hell is that all about anyway??) and there's a range of different options depending on your needs.  Some people need more talk time while others want music, texts or the Internet.  The problem is that Orange's advertising both on their website and on their automated messaging system is quite ambiguous almost to the point of being downright misleading.

For all you fun-loving, sociable types, Dolphin plans give you unlimited free texts and free Internet on your phone.

For example, I was interested in the "Dolphin" package and on their website it says "Love Facebook & Bebo?  For all you fun-loving, sociable types, Dolphin plans give you unlimited free texts and free Internet on your phone." That implies that you get access to the Internet right?  I then rang orange on 452 and the message said "If you're a bit of a Facebook, Twitter or Bebo fan you'll get free unlimited Internet." Well this just sounds absolutely fabulous I thought.

Orange mobile packages - Dolphin

I thought I had better dig around a bit and find out as much information as I could before I changed my call plan.  On the Orange shop website a different page said "unlimited free texts plus free access to Facebook, Bebo and MySpace".  I then dialled 450 and went through the various options to get to the orange shop that way and for the dolphin package the lady said "free texts and free Internet".  This was at the point where I could actually change to the new tariff and I was warned that once I moved I wouldn't be able to change back.

I started to get suspicious and decided to call Orange customer service to find out the truth about the "Dolphin" package because by now nothing was clear to me and to me, free unlimited Internet means just that - not three websites that I never use.

I spent a while stuck in the automated menu system again before making it through to an option that said it would transfer me to Orange customer service... with a one off charge of 25p.  Naturally I hung up and used the land line free phone number instead.  With about 15 to 20 minutes of being passed from department to department and of course being hung up on at least once I finally made it through to the pay as you go customer service desk.

The customer service representative I spoke to didn't try to hide the information from me, although I had to explicitly ask whether or not the free Internet access with that package was only for certain websites.  She confirmed that it was and it was only for Bebo, Facebook and Myspace (what happened to Twitter as mentioned on 452?).  Internet access outside these sites would result in additional charges.  Interestingly enough, I was even told by this person that other customers had been complaining about the lack of "free unlimited Internet access" with the Dolphin package.  When did Bebo, Myspace and Facebook become the Internet anyway?

So what do we think... misleading advertising?  Trading standards anyone?

By: An Orange pay as you go customer


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Your better off going for virgin mobile or 3 mobile for free internet access. I am on Virgin £20 a month contract this comes with unlimited web (actually its 1 gb but who is going to d/l that on a phone?) unlimited texts (like most this is capped at 3000 and 250 anytime any netwrok free minutes.

3 mobile offer a similar deal but Virgin is basically rebranded T-Mobile and they have wider coverage.
*d4rkcell  08-Mar-2010 08:17

 
I dont understand because I just got a new phone with a £10 sim card dolphin and I went on facebook ONLY and it took about a pound away. and then I went on windows msn but that didnt take any money. so is it ony msn that is free?
my facebook on my phone was only free for one day, the next day wasnt free.
also would it take money away if you go on facebook pictures?
*Miss Lovely  28-Feb-2010 18:32

 
I've just had a very similar experience. I bought the phone for my daughter, the free internet access decided me on the phone and network. I listened to the salesperson, read the info they had, looked on the web - still I did not see the internet site restriction. I did end up downloading a pdf from Orange which did include the restriction, however, this went against every source I had read up to then. 'Up to then' had included all the materials supplied with the phone, the web pages about the animal offers, the 'more' section and the 'term of Pay as you Go' section on the web site. I'm honestly amazed that they feel they can get away with this. Surely this is a case for trading standards. Personally I'm disgusted, I'd like my money back for the phone and an apology from Orange for extremely poor advertising/description.
*chb  20-Feb-2010 01:17

 
Orange arnt necessarily misleading us. It's in the small print. For those who actually do their research, always read the small print for orange packages. I'm happy on Dolphin, Don't see no problem with it what so ever? If you pay £10 a month and expect to get unlimited free stuff for the month, arnt you kidding yourself? LOL.
*facemace.  18-Feb-2010 12:10

 
great review fam. 100% tru what u sed there mate. its very annoying when orange assume that Facebook, MySpace and Bebo is the "Internet".

cheers.
*shaz  16-Feb-2010 17:59

 
Anyone actually managed to find the ORange Tariff page? I can't find the ACTUAL charge from internet use, per MB - not just the "maximum daily charge for mobile internet browsing"??
*eserim  14-Feb-2010 12:17

 
yeh mi fone broke down after it was crap dont go with dolphin
*choco girl  03-Feb-2010 19:32

 
good thats what happend to me its soooo anoying isnt it
*puppy face  03-Feb-2010 19:30

 
I put £10 credit on my daughter's phone [dolphin PAYG] on Saturday at 3PM. By 11 AM Sunday, it was all gone. She was at home and her phone has Wi-fi for browsing (linked to our BB router). Orange told me it was all used up within 30 minutes at 10 - 10.30 so it's a mystery how it went. Just to show what a Rip-off the charges are.
It's not all wasted I suppose - she has unlimited texts for a month
*Clocker  01-Feb-2010 07:46

 
I had the same problem. it works for tweet deck- a system on the iphone for twitter. but as you said I alsothought FREE INTERNET was FREE INTERNET. I guess not!
*twitter lover  28-Jan-2010 12:54

 
That's really anooying, I thought it was free internet too, but I signed up for the texts and I don't use those.
*Cool Orange Customer  24-Jan-2010 19:06

 
I won etcher sketch in mobile top up comp and never recieved mobible number07855533656. My little boy was very upset as said he would get this be for xmas it is also up on my my prizea=s won but never recieved.
*kerry  23-Jan-2010 20:55


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