Once contract finished will never again go anywhere near this bunch, customer service the worst I have ever dealt with, cannot talk to anyone, they do not answer your mail, all they are interested in is sending another bill.
They bend over backwards in the shop or on the phone to get you to sign up then when you have a problem its impossible to speak to a human being.
All you people out there just email their executive office if you have a problem as they are the only people who finally answered my query but were of little help, but maybe if enough emailed perhaps they would get the message, email as follows
Dishonest and unreliable customer service. This company is literally a handshake auction with no integrity! When you agree to an online contract they should honor it.
You should always look after your customers, and this company is committing retail suicide.
After over 10 years, I have no option but to find another provider.
I have no idea why did I lure my self into contract with this mobile provider parody.
Now i still have 7 months left. Im really annoyed by this.
Network coverage is awful, my friends use 3, which is notoriously known for bad signal - guess what, they have better reception than me :). I know I know.. you can say your phone is probably broken, in 2 years i changed 3 phones - Galaxy Note, S3 and now I'm using S4 . always the same problem 2-3 bars out of 4 anywhere where connection should be relatively good, and 0 bars somewhere in the village.
Cant do anything, shady orange support suggest me to change my handset, they claim that it seems to be broken.
Had my iphone with Orange for 3 years, want to get it unlocked, they say i have to wait 6 months... OK, i waited, called them back, they said they would unlock it... that was a year ago!!!! Clearly they just want me to keep calling back and charge me top up fees every time I talk to customer services... on top of all, they are charging a £20 "unlocking fee". All in all, i have now called them back and forth for well over a year and my phone is STILL not unlocked, and what's more, I keep getting completely different answers ever time I call, some rubbish assurances and being told to wait more etc etc. Why are they allowed to carry on blatantly taking customers for a ride like like this???
Don't ever buy orange contract. Bad customer service. when I enter my Number on their we sit to make online account it says sorry we cant recognized your number...... I did call them more than 15 times its been 3 months now but still the same
Ordered an upgrade and never arrived. Delivery company claimed that delivery had been attempted and card left, both of which was untrue. Then had nightmare getting through to someone in Orange who actually knew what was going on. Usually multi-number options and then told various stories. In the end tried to cancel order and had a nightmare trying to do this. Finally point to note, if you are on SIM only contract with then WATCH OUT you will be charged to access your mail box even if you have contracted minutes. VERY misleading.
Steer clear of them
I signed up to a 600 min a month sim only deal for myself and a 200 sim only deal for my son. The bill should have been coming though at £25 per month as i signed up for a 12 month sim only contract. They put me on a 100 mins a month and a 24 month contract! I had 2 bills around £100 and complained, asking for a refund. I have spent 3 hours on the phone to get them to put me on the correct price plan I signed up for and get a refund and still have not received it. (Call centers are overseas and tend to hang up if they cant resolve a problem) The other months have all been billed at around £30-35- £10 pm over what I signed up for. Customer service is the worst I've come across, they don't have an email address you can put the issue in writing to! The twitter customer resolutions are just as useless, never managed to help me at all. I asked for a pac code, and it was not sent through. I called and was given a pac code for both my numbers- A lie as pac code is for 1 number only. Right through to the very end of the contract they were inefficient, unorganized and unhelpful. Orange can't deal with putting right any mistakes they made with customers accounts, so the mistake will last for the length of the contract and don't expect a refund. (even if you are speaking to a manager and it has been agreed)
I have been an Orange customer for years - previously I would say the customer services has been good. Recently, it has been beyond shocking.
I complained I hadn't used the amount of internet data they said I had. They told me there was no way of proving what I had used and I had to take their word for it. I complained I had been on the phone for 45 minutes about the issue, being cut off once and with two people not knowing how to resolve my issue. I asked to be credited for the phone call (I wasn't calling from my mobile). The MANAGER I was speaking to told me they couldn't run a business if they gave credit to disgruntled customers. I said I would leave and he said okay!
Awful customer services. Don't touch unless you have to!
I'm disgusted at the way orange have treated me...
I have been a loyal customer of orange for years with my english mobile. I even kept it when I moved to france because I had a package called camel which means when I go to the UK I have 60 minutes free calls to France with every £10 I top up... Prior to going to UK on holiday 22nd Oct I topped up my phone by £40... So I knew I had 240 mins to call my hubby in France. A few days later I received a text message saying I had no credit left so I contacted orange after topping up by yet another £20 and was informed that when I traded my phone in for a new one (the year before), although camel had been requested on my phone, it had not been activated... However... I was assured a refund by a supervisor (as it was their error). I then recieved a text saying camel had been activated and I had 240 free minutes on my phone so I called my hubby again and guess what... I was charged... and again received a text from orange saying I had only 86p left on my account... Again, I rang orange and spoke to a supervisor who again assured me that I would receive a refund... and said that he would put £10 credit on my phone... he even gave me a free telephone No so that if I had any more problems I could contact him directly... i was also asked not to use my text message service for 72hours as there was a problem with my phone and was promised a report...
I returned to france on 2nd of November and for some reason my phone will no longer give me a balance so... thinking orange would be good to their word and I had the refund to my phone... guess my surprise when I receieved yet another text saying I had no credit left.
I tried to ring the free telephone No given to contact orange directly and guess what... it wouldn't work... It's not free... In fact it is 60 pence a minute from my french landline... For 3 weeks I have rang orange 15times, have been put on hold for over 20mins 15 times, and have been cut off 9 times, have been promised a refund 5 times, promised a call back from orange 9 times and guess what... nothing has happened...
Today I had to ring again 3 times where again I was put on hold and then cut off twice... I was put through to a line manager on the third time and was told I will not be receiving a refund... Not even the cost of my calls...
DISGUSTING... time to change my provider
As seen from the 766 reviews behind me, Orange is AWFUL. There is no getting round that. READ THE CONTRACT. READ THE FINE PRINT. Save yourself the hassle. I took out a 24 month contract with Orange for the Samsung Galaxy S3. Worst mistake I ever done. Not because of the money... but because of the signalling and service I received. And if you want your PAC code from orange... you can pretty much forget about it. They are slow to send. But what's more is after phoning them up, I needed to pay the last 3 months of my contract in order to obtain it... Lump sum. Not happy.
Last piece of advice to give you... Steer away from contracts. They lock you in. Your rights are taken away in your contract. God help you if anything goes wrong.
It is bad enough that I have had to pay over £20 to obtain a code to unlock my Orange Iphone so I can use it and take it to another network provider - been waiting two months now and it takes over half an hour to get to the correct person to ask why it has not been sent (emailed) to me - they just say sorry and yep, should have been sent x days ago - then they say they will send it in the next 24 hours - and it just doesn't happen. This is just a joke - taking me months to get this code and no joy yet!!! I want to use my iphone elsehwere, but can't !!! please no-one use this company - they really need to go bust or the governement / Courts should step in and close them down - rotten to the core - which, as you can see from most other people on this site, is by far the usual experience. Shocking company - why are companies like this allowed to continue doing business? Where are Trading Standards and the Government Regulators???
I had my direct debit changed with out me contacting them, got a letter to say a bank account I had never heard off.
What is going on, orange you are breaking the law and will have to report your banking and accounts team.
Orange you are losing good customers, because you are illegally changing people's bank accounts on direct debits and not even our account.
Just awful - I completely despise this company. Unfortunately I was stuck with them for over 2 years in a contract, where I consistently had the highest bills of my life with useless customer service. I was just on the line for over 27 minutes to get a PAC code so I can leave this evil company, but had to hang up as I have other things to do. Now I will have to call back and probably have to endure a similar wait. I've been with a number of cellphone providers and this one is by far the worst.
too many complains increasing everyday but no action.maybe the Governement should have a look about it.maybe we should stop using the phones for couple days.everyone.they getting rich we getting poor.good job people!what a wonderfull life!spyfull bastards!
Dishonesty is at the very core of this company. It must come from the top as it is totally endemic. Swantee should be fired since when EE wants to go public its reputation will be in shreds. He has ruined what was once quite a good company.
I wish I could review their customer service, but I can never get through to anyone!
Who has the time to sit on the phone for 30 mins?
Moreover, I got a phone call offerring me an upgrade but I was at work. They agreed to call back an hour later; it never happened, nor could I ever get hold of anyone there.
I don't think I'll be upgrading afterall,
Once upon a long time ago i used to be with 3, got bad service annd transfer my business to Orange. that was 12 years ago...... perfectly with what they offer me, the services is not always excellent but def acceptable and the price is not the cheapest but fair...... this all change recently.
I have 2 accounts with orange and my own phone is coming up for renewal, call orange customers service to see what my options are, I admit i want a high spec phone, however the offer i got from them is shocking, the price are no difference that the one I get on their website and i can cheaper deal on websites!!. I remind them that I have been with them for over 12 years and spend more than £70 with them per month, surely they can go better?!? I was then offer another package with EE ( they keep pushing me to join EE) I did a quick 30sec calculation and this works out to be MORE expensive over the live of the contact
At this point I get annoyed and say in that case I will just have the PAC code and move to another provider. The guy got the nerve to ask me "why would you want to leave sir" in which he got a equally stupid answer back " because you are more expensive!!"
Now at this point usually it is where the provide bow out gracefully and hope I will return back to them in the future.... not with Orange....
I was then informed that if i use the pac code that there will be a 30 days charge. Although i remind orange that my 24mth contact is due to expire in 20days time so I should paid up to the end of the contact. and we part way surely? the reply i got is " no sir you need to give 30 days, your contact does not terminate automatically, this is in your T&C, you will paid or we will take you to court!" when I question this attitute, the reply i get is " well we can be heard arguing about this all night but this is what it is and ......" have to admit I got so annoyed at this point I just hung up
Well done orange, you manage to lost 2 customers (me and my wife) who has been with you for 12 years and not likely to return in a space of 12 minutes....
I have been with orange for many years and have high usage. Orange refuse to upgrade me wihtout a charge - would be happy to allow me to buy out remainding terms of my contract. No loss obviously.
Then they took £350 out of my account by error and claim to not be able to put it back until next month, unless I want to get my bank to indemnify bla bla. I will wait until next month but only because I can - I would hate for someone who was in a financial predicement to do business with Orange as they don't really care. I got a sorry and a rubbish explanation.
I could understand a company not being able to upgrade the masses early but would have thought a Company like orange would have some insight into the segmentation of their customer base and make concsious decisions which have been well thought out to protect their longer term customer base and profits rather than short term out lay cost of an upgrade.
Orange “customer services” is not fit for purpose. They have caused me nothing but trouble, PAC codes that don’t work, “lost” phone, hanging up the line, never calling back and this happens after call waiting times in excess of 30mins. The worst thing is that nobody really seems to care!!! Too big a company I guess. For my part I will make sure that when I am asked about mobile phone providers Orange will be referred to in the worst terms and I hope that over time Orange will not be so big.
I am writing this review and at the same time I am talking to Orange customer service.
I have never ever been let down so badly. On Thursday I thought I will give orange a try. Gone to Argos got myself a PAYG SIM done a £10.00 top up and called Orange to transfer my number. 1GB free data seemed like a good thing. So I called and registered my new number and done everything they asked to do. Was promised that my number will be ported over on Friday before midnight. I was told to keep turning my phone on and off during the day and eventually the number will be transferred. Come today morning nothing happened. Still no porting. So I called Orange (25p each call to customer service!)And asked what is going on. Long story short the person I spoke to told me I was given a BULK PAC CODE (no such a thing!!!)And it will be done on Tuesday. I did complaint and said it is not good enough and why has this not been done. The person I was speaking to started being rude and was talking over me, I asked her not to do it and asked to be put to a supervisor. The reply was “I CAN TALK OVER YOU AND CUSTOMER IS NOT ALWAYS RIGHT”! I demanded to speak to her supervisor and she than told me that there is no supervisors working today!!!Impossible! She than cut me off. What a S!!!! service, I called back and after trying to explain everything again another customer service person has cut me off. 3rd call now and I am speaking to a supervisor. Actually he has just put me on hold and I have been holding for 30 minutes. I told him that I want to make an official complaint about him and his service and that I am not happy, I want to stop the porting. He has put me on hold and I know he is just waiting for me to disconnect the call. Well I am on my way to Orange shop now and let’s get this sorted there. NEVER USE ORANGE NEVER ! I will tell all my friend not to trust them even if the give you free calls for life. What a disappointment. Even the supervisors don’t care. !!!!Oh well they just cut me of !!!!
not even one star, orange as a network have never failed to let me down. on the 3rd of september i asked for my previous phone to be unlocked for my daughter. however on the 14th it became apparent that the man in charge of my referral did the process wrong. then again from there they promised that it would take the maximum of 20 days.
then on the 3rd of october we received a call saying the phone was unlocked, by saying this i told me daughter and she got all of her hopes build up for nothing as the phone was not unlocked. from there i called back and asked why they had messed me around, resolving the problem they then said it would take another 48 hours for the process to be finished.
with in 3 days i called back asking why and they said it will take a week.
waiting a further week, i called on the 14th asking what the hell was going on (because of how much i was getting messed around) i spoke to a woman who seemed quite helpful and said that the process will definitely be done by the following day.
the next say i received a phone call at 7.30pm saying that if i plug my phone into itunes with my o2 simcard in, it would complete the system and if not it will with out a doubt be done by 10pm that night and that she will call us back the following day to make sure we were happy . Doing this really did not help as it said i couldn't even control my phone on itunes. further on waiting until 10pm i then put my sim in and it still came up with the same message. The following day arrived and still no call, therefore we waited the day later, and still no call.
Therefore i have just called up and a total airhead answered not giving me anymore information on when my phone will be unlocked and then she refereed me to the 'ceo' which was obviously a false line because for 5 minutes there was no talking from the other end. Calling back another total airhead answered and was still no help.
NOW BECAUSE OF ALL OF THIS:
i am talking all of my 4 children off their orange sims.
i am cancelling my new orange contract which will cost £702.94 but this is the price i am willing to pay to get off this company!
i am also informing all of my friends & family ect about their appalling surface.
i just hope that no one else's teenage daughter will receive a phone which they arnt able to use for their birthday and especially 2 months after.
In trying to resolve my issue with them I have been told lies on numerous occasions. When trying to speak to a "supervisor" strangely enough they are always busy, but "will call you back" I've been waiting literally weeks for a call back, despite regularly chasing.
Coverage is also dreadful.
Do not even consider using Orange\EE
Hi, Do not go to Orange shops. Crooks are working there. Do not buy any thing there. Orange service desk will never help you. Their coverage is the worst in the UK. They come in different name as EE, Tmobile. Don't believe them. I spend hours at their shop to sort out top up problem after I bought pay as you go sim and topped up. I waste time over the phone. I cound not transfer monthly Orange contract into pay as you go after contract ended. Their coverage is zero. I have placed sim card order many times. They never sent a single one for months. I collected and topped up. It says that there is no credit in it. Calling serice desk is not possible because there is no credit. Using other phone to call service desk will end up in wasting time. Topping up again to call service desk is not possible. This company will disappear soon from the market after robbing the poor customers.
Euan Houston found this review useful
the company is an ubsulte joke, there quick to get a uk based call centre to try and keep you with them but soon as you have a problem your get through to someone in india who cant understand i word your saying, they sound like robots and keep repeating the same thing as if there reading off a script. they talk over you and make you irate, i work in customer service myself and find it hard to understand different uk acents over the phone at times so i dont see how the orange exeutives feel that there indian call centresare usefull, i just cant wait to see orange go bust in a few years when everyone doesnt use them, ive been waiting over 2 weeks formy problem to be resolved and stil not heard anything,,
Euan Houston found this review useful
Orange customer service is so bad I am tempted to swear. I called to query why they had not removed the insurance "Orange Care" (strange name because in my experience they do anything but). I went though the menu system to the billing enquiry section. Inputted my pass word as requested. I was then given an automated message saying due to the launch of the "I Phone" they where very busy and .."call back tomorrow". I was then cut off...
I called again and went through the system - this time to add services. This time I got an answer.. Wow - they are so interested in new customers and more money they are to busy to retain existing customers.
The good news is that when I did get to talk to someone they refunded all the extra insurance I had paid and added 8%. Had the review been based solely on the experience of talking the people on the insurance help line the number of stars given would have been more. However Orange service in general is very poor. They also increased the cost of my contract mid term.
feel like ive been mugged by orange
and now there laughing at me
problems with orange
went and got a pay as you go simm form the orange store in doncaster (25/09/13)on the dolphin plan simm card activated by sales rep.
at the same time i gave him £10 top top it up
later that evening went to make a phone call
no credit rung orange.customer services said thay would raise a billing enquiry and it would be sorted in 24hrs also the my simm was not on the dolphin plan the sales rep in store had not done it he had only activated the simm
next day no credit added/no data/texts
went into the store the same sales rep said there was nothing he could do in store but said he would ring them.could not get it sorted then he said he would do it first thing the next morning and ring me
next day no credit/no data/texts
no phone call from store
so rung them at 5pm that day got the same sales rep
said he had been busy all day ("there was a que out side the shop all day") said he would ring them straight away and would ring back.
he did not ring back
rung orange myself told it was not sorted it but would be sorted that day
next day no credit/no data/no texts
whent back into the store same sales rep again "asked him why he had not rung me back he said he had not rung me back as there was a que outside the door again and that customer in store took priority. asked to speek to the manager he whent through the back and came back and said the manager would see me in about half an hour or so as she was busy
we here the talking and i told him that i was going to complain
that i was getting a poor services of him and orange
next thing the manger appears and tells me to leave the store or she was going to call security
as i had raised my voice and that i had done so the the day before
(i am hard of hearing) very embarrassed because of my disablty i just left the store
rung orange again they said it would be sorted in 24hrs
next day no credit/no data/no texts
i have rung everyday allowing the 24hrs and still no credit
it is now monday rung today told it would take 24hrs
on at least four of my calls to orange the minute i mention the word complaint i got cut off (or droped calls as they call it )
i have never received such poor and offensive services in all my life
Rasta Growgrass found this review useful
My personal home circumstances are a 91 yr old living with us and a Lifeline alert system is present in the event of emergency. (He has suffered three falls in the house). My wife is 9 months pregnant. We establish a there is a fault present on our line, broadband upload speed 0.19mbs. Can't make landline calls or receive them. Fault reported to Orange staff. While waiting for the call to be answered from my Orange mobile phone, I am told that 'Orange prides itself on it's excellent customer care'. What a joke! I am asked to dismantle my phone sockets and do tests otherwise I may be liable for a £105 fee. I am then told by the same non uk operative that my fault would be treated as a priority but she couldn't report it because their systems were down for maintenance. (This was on a Saturday afternoon). She stated that once systems were back up she would log the defect and call me back on my mobile. It goes without saying I never got a call back or even a text. It took a second call to get the fault recorded on the next day. The earliest day would be in 3 days time, having been asked a preferred visit time I selected a.m. (I wonder why!) My wife took time off work at a cost to her. It goes without saying the engineer never came. I rang to find out why no one attended and was told I would have to re book the visit. No reason given! (Could it have been because it had never been booked in the first place) Imagine how I felt! I chose not to speak with them and to arrange my telephone and broadband service from another provider. I have raised formal complaints with Orange about the actions of it;s staff during this whole matter, by e mail on the address they gave me. They have responded saying the matter will be dealt with within 24 hrs. Guess what, they haven't responded after 5 days! I will take this to the regulator. This company's service is the lowest of the low. I have been a loyal Orange customer via mobile for many, many years but this 'service' has ensured I WILL leave them, even if it costs me money and NEVER return for ANY service they may choose to provide. This review is totally honest in every word. No one should ever be expected to have to suffer this. DO NOT USE THEM.
Utterly shocked and disappointed that such a big and trusted company have merged with fraudsters EE who promised me a FREE iPad mini if I payed £75 per month. When I called to find out where it was, I was put on hold for an hour in total only to be told they didn't give away iPads and they're sorry someone misinformed me! Rip off. Hate them. Feel totally let down. Now I'm signed to a 24 month contract with them!!!!!!! Help!!!!!
Got orange simcard for my iPad. BIG MISTAKE!
Firstly, I could not find the number, so I phoned them, a recording said, please enter your number, obviously I couldn't, so I held, and it cut me offf.
Anyway, I eventually found the number myself, got through to the obviously overseas call centre. and was then told they did not support iPads on pay as you go, this was more lies.
Anyway, a long story then played out that I will not bore you with other than to say it was lies, lies, lies, much rudeness, being left on hold, put through to wrong departments and being cut off.
I have thrown away the sim card.
The most annoying thing throughout was the message that played each time I phoned "Orange are committed to providing excellent customers services" Err, no your not!
One star only because I cannot give zero stars.
I've given up with Orange! Worst company ever! They have the worst services as well as worst customer service. I've been spoken too very rudely! I've been lied too numerous times, I should really take them to court but I'm very busy! I've never had a bill that is accurate. I keep getting hidden charges. I've just passed caring with them! I've been with them for years but after my contract runs out! I am having NOTHING to do with them!
Worst company in the world!
I called 150 from my iPhone 4S expecting bad support which everybody boasts about with most providers, had previously been with 02, Vodafone - you name it!
EE , T-Mobile and Orange has completely changed my mindset about all of this, I couldn't say anything better.
Spoken to Julia Walker from Everything Everywhere (EE) Executive office who is clearly a invaluable, non-replaceable asset.
The support she offered was outstanding, I'd defiantly recommended them to friends and even my customers (I work in an repair shop!)
However it doesn't stop there, oh god no! Another employe called Ken Sinn from Sales is also again valuable I am defiantly staying with EE, both of these employees of EE, Orange are truly Saints.
After moving abroad and requesting for my phone to be unlocked so I can use another SIM, I found myself waiting 3 weeks with no response from Orange. I called the customer service team, where I was told my phone had been unlocked. I then realised that this was a lie. I called back to inquire why it was not working. I got hung up on twice by two different customer service reps after asking to speak to a manager. They were also rude on the phone and there were communication difficulties due to the call centre being out of England.
I decided to leave the issue for a few more days to allow time for the problem to be solved. After calling back two days later, I was spoken to very rudely by yet another member of the customer service team. I asked to speak to a manager and was told none were available but one would call me back within the hour. Of course, 2 hours later I had received no such call. After calling back, and another tedious phone call later, I was promised to have my phone unlocked within 24 hours. It has now been 27 hours, and I have not heard a thing from them.
I have never received such appalling customer service as I have each time I have attempted to contact Orange about the issue with my phone. On top of all this, I am expected to pay a fee for the unlocking of my phone, whilst being treated in this horrendous way.
Once I return to England, I will be changing my phone contract to a different service provider and will never use Orange again.
I recommend to anybody who is thinking of using Orange, to use any other mobile phone carrier.
DON'T CHANGE TO ORANGE, they're rip off merchants, i changed my sim to an orange one BIG MISTAKE, I'D only justput the sim in & my money dissapeared, i'd only downloaded a few apps so could'nt understand where money had gone, so i rung orange up & all they said was turn off your wifi , 3g & data updater off, which i did & they asked if i wanted to top up again so i said yes, & whithin seconds my money dissapeared again , by this time i was getting fed up, ithought it was because i'd topped with my card & had been hacked, so i did it one last time, STUPID ME, only for my money to go again within seconds, so i rung up orange againjust to be told that it was because i'd got a smartfone, bulls..t, i'd lost £30 in one day, so i went back to 3, wats the point in having a smarfone if yu can't damnwell use it. Grrrr.stay away frm orange.
Rubbish customer service, terrible online customer accounts software , dreadful coverage and reception even in the middle of a city. I have been with this company for 22 years, they used to be superb , now they are so bad I could write a book.. Oh and for the record Orange, I am not "Mr Jon" , Jon is my FIRST name, if you can not even get that right , try another industry. AVOID AVOID AVOID. O2 here I come !!
If I could choose 0 stars I would!!!I phoned to query why my bill had been so high the last few months and it transcribed that I had "subscribed" to traffic tv. I explained I had never subscribed to this and his response "some one must have done this for you or you must have subscribed accidentally." This is the second time I have had awful service and I will not be returning. Apparently the customer is not right at all here and the management is beyond poor and could not have sounded more disinterested if she tried. Absolutely awful, I am looking into cancelling my broadband, home phone and have cancelled my mobile contract. DO NOT GO WITH ORANGE!!
To reply as a company, please sign up here.