Orange reviews

Orange reviews

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orange is only interested in peoples money and dont a toss about customers disruptionsgive

Orange network staff have the worst attitude and do not care about customers saving money orange netork staff called me to say that my phone bill is over £100- and when I said why was I not told earliear before it went so high the staff said that we are not obliged to tell you and then my phone was barred for outgoing calls unless I payed 50% today I will never sign up with orange again
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Once we have your money - customers can go to hell

My wife and I visit the UK each year. This year we each had new iPhones and we wanted to transfer the Orange 'pay as you go' accounts previously set up on our old phones to our new iPhones. Our journey started with a visit the EE shop in Oracle Shopping Centre, Reading, where we added GBP10 to each account and had new SIM cards set up in both our iPhones. We had one old phone still working and this would be disconnected with the changeover. We were promised within 2 hours both our iPhones would be connected.
After 24 hours and no service on iPhones, we went back to the shop where the salesman checked everything out and apologised for the poor service. He rang 'customer services' and the agent personally guaranteed our iPhones would be connected within 2 hours - or sooner.
After 4 days and many fruitless calls to 'customer services', we went to Vodafone but just as we were about to sign up, the first iPhone connected to Orange and the
other iPhone connected about half an hour later. In both cases the 'welcome' messages from Orange had been sent the day before, showing it takes at least 24 hours for things to happen internally within Orange.

Our observations about Orange:
1. Calls to customer services go to agents based in India. It costs you 25 pence to speak to a 'customer service agent' and you have to wait about 15 to 20 minutes to
get through. Despite their title, the only interest these people have in customers is to get rid of them as quickly as possible.
2. Despite the recorded message saying 'Orange is committed to customer care', the responses from 'customer service agents' are always either one of "I need to speak to someone else so I'll call you back in 5 to 10 minutes" or mysteriously the connection is lost (presumably because they hang up on you).
3. One 'customer service agent' tried to say the reason for the delay in connecting our iPhones was because our SIM cards were faulty. When I noted his observation was not consistent with that of staff at the EE shop who supplied and fitted the SIM cards, he said he needed to check with someone in the technology team and he would ring me back in '2 to 5 minutes'. We never heard from anyone from Orange before or after that.
4. There is a huge gap between Orange's 'official' commitment to customers is (as per pre-recorded messages) and what their staff or agents actually provide. The 'corporate body language' is 'once we have your money, leave us alone - we really don't care about you or your problems!'.
5. Vodafone is much better staffed for handling customers in the shop - at EE there were about 4 staff in the shop with a queue of customers in line waiting.
6. Orange allow us to retain our numbers from one year to the next while Vodafone will close off a number if it is unused after 30 days - this and this alone is the
only reason we are sticking with Orange (in the meantime).

When we asked to speak to a manager at the EE shop to give feedback on our customer experience with Orange, we were told staff had no authority to do anything. Our only option was to ring 'customer services' (yeah, right!) or post something on-line. So here it is!
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10 year customer - retention offer worse than new deal!

So, I was a customer for just over 10 years paying an average over that period of £40.14 every month (£4977.36 total since I joined them) and on the latest upgrade, they had cheaper deals on the website for new customers than they were willing to offer me. Advice from the retentions team was to cancel and re-signup.

Even more frustration was found when I went to a "3rd party" website and found even cheaper deals for the same contract. How can a "3rd party" company sell the contracts and phones for less than Orange/EE do?

Pathetic. Never again. Yet another customer lost.
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Prices raised constantly, unhelpful customer service, poor network coverage - everything you don't want in a provider

Prices are being constantly raised for a constantly diminishing service. This seems to be their business goal at the moment, put prices as high as we can, while lowering service as much as we can. It's all about margins with these people. They aren't going to be around in 10 years unless they change drastically. I know so many people moving away. I once went 3 weeks without internet access because a mast was down in my city centre, I was told to just "wait it out" over the phone by customer services.
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Do Not Use Orange/EE

I honestly cannot find anything good to say about Orange and EE. They have treated me with ignorance and contempt. They have lied and taken money to which they were not entitled. There is a name for taking something from someone against their will isn't there?
Their useless "customer service" put you on hold, then disconnect you. They lie and make up stories so absurd they beggar belief. They ignore your attempts to resolve a problem of their own making in a mature and sensible way. I even wrote to the CEO, Olaf Swantee. It was delivered as I received a copy of the signature. No response at all!
They really are the lowest most despicable company.
My advice is do not get involved with Orange/EE.
They genuinely do not deserve to be in business.
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Untrustworthy

They were declining the card details and refusing to top up my phone.. They also said they they didn't recognise my phone number or post code. Credit has been taken off my phone for no reason, and customer service is appalling!! I now hate orange and considering moving back to vodafone.
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Trying to access my account on their website is impossible!

The website is amateurish and does not function well, I have had numerous attempts at accessing my account information with no success, this is a recurrent theme. If I wasn`t tied into a contract I would change providers!
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How To Fail At Customer Service!!!

I have been a customer of Orange for nearly 10 years and I proactively promote them as I've never had a problem with upgrades, reception/service or anything technical...broken/damaged phones have been replaced with speed and efficiency!!!
However, they absolutely fail at customer service when you wish to sort a problem out with my grandmothers phone but I cannot get through to anyone that is able to help me - because the phone menu you have to work with is so absolutely dreadful.
Their pay as you go service is nothing shy of deplorable! Avoid like the plague!!!
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Charges hidden in terms and condition

The monthly plan I was on contained a 500MB data allowance. After receiving a bill which was wildly over my average amount I called a customer service representative. It seems that if a customer goes over the data limit he/she will be charged £1.00 each day until the next billing date. This seems extortionate to be, especially compared to other provider like giffgaff.
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Shocking Broadband Customer Service

Put me on the wrong tariff admitted their mistake then failed to call me back after 24/48hrs like promised. After 1 month still no call so paid off my bill and cancelled my contract. Their customer service on the broadband side is the worst I have ever encountered. They are rude and arrogant. Never switch from your current provider to Orange, as if something goes wrong Orange will do all they can not to help you.
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atrocious

Unable to manage my phone via their website for the past TEN WEEKS. Unable to top up my phone. Customer service is a JOKE. Phoned customer service line repeatedly, dragged through range of options to then get a recorded message which says "I'm sorry you're having problems with your phone, goodbye" and then cuts you off. I'm absolutely at the end of my tether with this company.
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SIMPLY THE WORST!!!!

ABSOLUTELY APPALLING Customer service. They attempt to take payments on random dates, suspended my phone when money was not available and were SO rude and arrogant, totally refusing to accept their mistake. VOTE WITH YOUR FEET.
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Big Con, Ripped off with data usage from a replacement/clone phone that hadn't been factory reset.

I have been a loyal customer of orange for 4 years. I had a problem with my previous mobile, and through insurance was sent a replacement phone. the following month got a text saying my data was close to the limit of 2GB. Now let me just explain, i use my phone for emails and phone calls - nothing else, no games, no you tube, no videos, no facebook nothing like that. I am stuck in the dark ages and don't understand modern technology or the slang that goes with it. I phoned orange to ask what this data thing was they told me it video streaming, radio, apps etc. i explained to them my small amount of knowledge, they advised me to turn off the mobile data on my phone,and contact samsung as they didn't know what was going on, so i did both, samsung told me how to factory reset which i did. The data has been fine since only using about 4MB in a month. Apparently there are 1024 MBs in a GB, my allowance was 2GB and i had used 8GB in this month after receiving the replacement phone, i thought nothing more of it until the other week when i noticed the bill on my bank statement was double the normal cost, so i phoned again to explain the dilemma, i was basically told that the data charges had been capped at £60 + VAT before this i would have been charged £5000 for going over by this much data and that it was my responsibility to check the phone settings when i received the replacement phone and that MOST of the replacement phones are sent out factory reset ( i assume i got one of the ones that wasn't factory reset). The instructions that came with the replacement phone don't state anywhere to check any kind of settings, so i just followed the instructions i had in black and white (is this not what anyone would do)
They have refused flat blank to refund. Talking to them is like banging your head again a brick wall. I am so frustrated with the service, the problem, the way i have been left feeling completely conned.
Just to top it all off, today i called again to discuss a refund as the more i talk to people they agree this is wrong, the floor manager told me i should have known to check the settings of the replacement phone, everyone knows this !!!!!
I don't know about you but shouldn't a phone that has been used by someone else be factory reset before sending to another customer (DATA PROTECTION)

The only advice i can give, is don't use orange, they are good until there is a problem, then they can't be bothered to talk to you, try and understand or try to resolve the issue.....I have seen a lot of unhappy orange customers, there is only one way that will go.....
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Doesn't deserve any stars.

I had 7 weeks of trouble with orange regarding upgrading my phone. Firstly I was told that I could upgrade in store but when I actually went to do so they tried to charge me £70. I then proceeded to upgrade via phone which all went through smoothly and was told that I would have the phone within the week. A week later I rang back to ask about the whereabouts if my phone and was told I just had to wait. Another 2 weeks later I rang again and the sales assistant told me that he didn't know what had happened to my order but would phone back. I later received a text notifying me that orange was in fact waiting on identification documents from me, one being a utility bill. As I am a student I don't have any utility bills, which I let orange know and their response in a nutshell was, there is nothing they can do. My first issue with this was why did it take me 3 weeks to find out that they wanted these documents and why did it take me phoning up? Secondly, why did they need these documents anyway. I have been with other phone companies and I've never had to provide these details when upgrading or even taking out a new contract.
I phoned up again the next day about the above issues and was told I could use my passport. So, I sent the documents to the email I was given and awaited a reply. A week later I had heard nothing so I phoned up again. I was told that the email hadn't been received and was given another email address to try. I was told that I would get a reply within 2 days. 8 days later I got a reply asking for my account information. (Which I wasn't told u needed to supply) This had taken the total wait time up to 5 weeks. I then received a phone call from a 3rd party (similar to the car phone warehouse) who offered me a better deal (still with orange) and was promised the phone by the end if the week. With that I agreed to upgrade through them. They then contacted me to ask me to cancel my outgoing order with orange so they could proceed. It took me 2 phone calls to orange to do this as the first person said there was nothing on the system.
The 3rd party then told me they were collecting my phone and I would have it the next day. Shortly after I was told that orange were stopping them from doing this. I then rang orange and asked to talk to a team leader to make a formal complaint. The sales associate refused. (I had already made a complaint to a sales assistant and nothing was done) I told orange that 7 weeks is not acceptable and I want orange to grant access to the 3rd party. I was told that this had been done and there shouldn't be any more issues. The next day the 3rd party phoned again reporting the same problem. I phone ld orange again to ask what was going on and they said it was a fault on their system. With this I asked to end my contract. I was told I would receive my pak code by 5pm that day. A day later and I'm still waiting. I have now taken out a new contract through the car phone warehouse and I walked out of the shop 20 mins later with a new phone.
Not once did orange apologise or try to amend the situation. Absolutely disgusting service. I do not recommend them to anyone. If you think you're getting a good deal with orange, they are only compensating for lacking in actually helping the customer.
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Drop calls if they cant handle query

I dont know if i can be bothered detailing the whole problem, orange customer service have worn me down. Never thought i would have been the type to be within moments of bursting into tears dealing with a company but came close today.
my husbands old iphone had a contract which ran out @2 yrs ago but as he wAs staying with orange he didnt bother unlocking it. Then when he got a new phone i got the old iphone. We both got new simcards PAYGO till such times as we had studied new deals. Opted for tesco. His changeover was effortless. However orange customer service wouldnt unlock my phone. One customer service agent said i needed to be with them for 6 months so it would be April. I explained the above, And the fact hubby been with orange for years. Then he hung up. 2nd agent said may then 2 minutes later it was june. Called into shop next day and guy helpful, managed to get email back saying 20'days to unlock. In the meantime i lost messaging services, voicemail and receiving calls. Soooo called customer services....hopeless, no help then cut off again...phoned back, ran through a few steps and when it did nt work, transferred to other department..cut off. This happened time and time again. Meanwhile my ofcom email had given me their reference and orange executive complaints number. They have taken on my case and hopefully will unlock phone soon (ends up my husband had taken his old tel number with him and mine didnt tie in, hence the 6 month wait, altho i still dont understand as i was paygo..no,contract) .
Back to the messaging and not receiving calls. One guy did call me back and told me to get new sim. Going to do that today...wish me luck. Oh and the guy at the end wished me goodnight....whilst yawning!!!! Yes, my sentiments exactly.
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Ridiculously bad service all around

paid insurance with orange the whole time i was with them, my samsung charger port kept breaking, all sorts of troubles getting my phone back in store.
BIG CON ending up having £100-200 bills some months with going over minutes or data and THEM NOT LETTING YOU KNOW. After I stupidly went over data twice I kept checking my allowances and set up an app on my phone to alert me when i got high in usage. Then this last month managed to accidentally go over minutes as I did a long call on the first few days of the month...my mistake not noticing, orange stealing money buy charging 40p a minute without letting their customers they are doing that, should be illegal. SHOULD LET PEOPLE KNOW, of course they never will because they are making hundreds.
The website clearly states they actually let you know when your data is under 20% of your allowance. NO THEY DONT. It also says on the website if you want to ask a customers service question you can pop in store, I have been told in Hounslow, Richmond and derby stores to call orange because they cant do anything in store...they were either lying instore or the website is misleading.
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simply the worst !!

I had 5 months of trouble with them last year and loads of bank charges incurred, they didnt cover all the costs. Things have been ok and recently I wanted to change my number due to nuisance calls , the police were involved so I was given a crime number. I spoke to some jumped up girl who said there would be a charge, I reminded her that this was my first request and surely it could be done free? I told her to shove it !
I told the police that I would not pay so they said ring them back and tell them the trouble you are having, so I rang back and a woman said yes, no problem, we can change that, and it was changed free of charge, When my bill came through, there was a charge for the change!! I rang orange and the girl said you should not have been charged it says on here, so I took her name and I was guaranteed that I will not be charged. Today my bill came through and guess what? the charge has not been removed!! they are all a bunch of liars !! they cannot do their jobs properly!! and I cant wait to finish my contract and go to a decent one!!
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1 Star Is 1 Star Too Many

So I've not had internet since 11pm last night, its now 5:01 pm and the internet has just came on after messing around with it myself.

In between these times I phoned Orange 3 times.

I made it past the automated talker and input my details and the phone was picked up... was I greeted with a friendly customer service line from a helpful employee? No... was I greeted with anything? No... I heard keys typing and staff talking in the background but no answer.

Second time... exactly the same.

3rd time, someone answers and proceeds to ask me for my mobile number before asking me my query. He then corrected himself and asked for my landline before asking me for the password. I notified him that my dad was at work and he told me I could phone up, I've never contacted them before so I don't know what password it is. He says in an angry tone: "We need your password or I can't help you". I tell him I dont know what password he wants, I have 5 different combinations but I don't know what one he wants. I give him one and he shouts "THATS NOT THE PASSWORD, IF YOU DON'T KNOW THE PASSWORD CHARLIE MUST PHONE UP HIMSELF." I said, I've spoke with charlie, hes told me to sort this before he gets home. "LOOK AT THE BOTTOM OF THE ROUTER! WHAT IS THE USERNAME!"... "Its Admin..."... "NO THE USERNAME"... His tone is unacceptable and I reply In kind... "THE USERNAME... IS ADMIN!". After giving him the correct combination on the 3rd attempt (my fault but his tone was unacceptable and totally uncalled for) I proceed to the next step which is the in-browser page for the router.

He tells me to reset the router, I tell him I've already logged in and done it 3 times previously this morning as well as a factory reset. He tells me to do it again, I do it and it funnily enough doesnt work... another 5 minutes onto the bill as a total waste. he gives me serveral options to fix, none of them work.

He tells me he needs my mobile number, I enquire why and he just says "If you want me to help you give me your mobile number". I said "No, tell me why you need it first."

he explains that he needs to do a check on my landline and cant do it whilst im on the phone... he wants me to phone him on his extension on my mobile (at probably about £42 a minute) and communicate there. I tell him not to bother and he hangs up on me.

Score:
Customer service was nil
Problem solved? No
Timescale? Too long for no progress

0/10. Absolute joke
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absolute crap in customer service, only good at taking your money

This is THE worst mobile company in the UK I had dealt with, I was lured by an offer to buy a contract phone for my daughter. All was OK ... until the contract ended and we wanted an unlock code. I was charged for it but their customer service NEVER delivered it despite chasing them many times. This company is an absolute disaster in customer service, long time waiting, dropping customer calls when they switch you to "another department" (in India), absolute incompetence everywhere. I have heard "we will get back to you in 48 hours", three times, they never kept their promise. Avoid them, they are like hell, will only eat your time and nerves, over 12 months since the issue STILL no unlock code. No apologies. No anything. BUT I have just learned today that they have messed up my credit score because of the dispute where they were the faulty part. I will do whatever I can to let everyone know how bad they are. I hope their customer services director has sweat dreams. Full of nightmares of customers they have let down.
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rip off orange

Topped up £10 on the 4/3/14 by the 6/3/14 I was left with £2.82p on my phone, the only time I used my phone was to listen to a voicemail and send 2 text messages, which your meant to get 300 free texts when you top up by £10,im on the dolphin packages as I only use my phone to send texts,mystified how ive only got £2.82p left on my phone

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www.orange.co.uk Details

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Mobile phones, mobile broadband and home broadband in the Orange Shop. Plus the latest news, entertainment, sport and lifestyle content from Orange

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Category

Orange is ranked 22 out of 22 in the category Internet Provider

Orange is ranked 7 out of 8 in the category Mobile Broadband

Orange is ranked 180 out of 182 in the category

Orange is ranked 57 out of 58 in the category Mobile Phone

Orange is ranked 12 out of 13 in the category Mobile Network Provider

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