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I'm not totally sure, somone rang her and asked if she wanted 10% off her next phone bill, all she had to do was confirm her name and address..so she did. Then 2 mins later the man called back and said that he forgot to tell her that she would be receiving a new starter pack through the post.

She received this new starter pack and it contained a new sim card which doesn't work and they cut her number off as well. It also had something to do with upgrades too..

Orange will NEVER contact you to ask if you want an upgrade/change in talkplan.

It sounds like what happened here is a 3rd party dealer (probably N.E.R.) has phoned up, and offered her this new deal. When they send out the new fones and sims, they set a date and time for the new sim card to activate. With a genuine Orange upgrade, orange send you out a phone and sim, and you have to call up to activate the new sim.

Did she get a new handset aswell do you know? And if so, how long has she had the phone? cos if its over 7 days she wont be able to return it. If not, she has to contact the dealer (contact should be on the letter somewhere)

We get a lot of bastard dealers, offering new talkplan and phones as an upgrade, having them accepted and then finding out they arent eligible for an upgrade, and signing them up to an additional instead. which means that, unless they call up to register or query, they dont know that they are paying 2 lots of line rental, and unless they cancel it in time, they can be stuck in that for a year.

NEVER accept a new contract or deal from some1 who calls up. If you want to upgrade or change ur talkplan, contact your network directly.

I think she was supposed to yeah, they asked her if she had received some Nokia something or other - but she didn't receive it.