11 Months into my contract i have range and complaint for my signal 19 time (with recorded voice and computer logs ) and all they can tell me every time if you not happy we can put you throu disconnection BUT IF you paying for rest of the contract if not we can not help you !! what a punch !!
Orange is so bad I've already moved my business account but trying to get my kids PAYG phones off is near impossible. They refuse to take a £20 payment to provide an iphone unlock code and insist you credit the account with over £20. All of a sudden the account is under £20 again but with no explanation in the online billing or from the appalling Indian support centre so we go round in a circle again. Unlock codes for 2 phones were requested on 29th June, they never took the payment from the account and never provided the unlock, when I rang in today and asked, one phone had been requested but the credit had mysteriously dropped?? The other phone they just did nothing, its just a ploy to force you to keep topping up the account to over £20 but they never unlock the phones, the whole system is unworkable and all they want is to sell their EE 4G nonsense.
WAKE UP ORANGE, PROVIDE SOME CUSTOMER SUPPORT OR YOU'LL HAVE NO CUSTOMERS LEFT!!
AND....NO ONE WANTS EE 4G WITH A 1GB DATA CAP, WAKE UP!!!!!
YOU DESERVE 0 STARS BUT 1 IS THE MINIMUM
Anyone thinking of switching networks? Don't switch to Orange. Terrible customer service. I called them at 10.05am, after getting disconnected twice and 2 hours later there is still no resolution.
Their customer advisers don't leave notes, so anything you say you might as well forget about because they already have. My would be £40 bill is now £119 after they added and incorrect bundle to my account.
Even after admitting that a mistake was made on their part I've been told "the bill still stands". Feel free to tell a friend key words #Orange #badcustomerservice #extortion #theft
I have never experienced anything like it. The customer service and billing team are based in India. You explain the situation they say they are going to look into it and call you back and they never do. Contacted them 10 times and the same thing happened everytime.... I then wrote to the complaints dept twice and still no acknowledgement. Had to go to ofcom to resolve!!!!
Its a world of pain, save yourself a major headache and steer clear.
Have had so many issues with Orange. Rude unhelpful staff who NEVER do what they say they are going to do. Promises that are NEVER met. Managers that NEVER call you back as promised.
Also for the last FOUR months they have been looking into a complaint for me as I have made two payments that have never been credited to my account. There complaints team is as bad as the rest if them. No one is calling me to tell me whatnot going on. I'm giving the same information over and over and over again and they still have no idea what they are doing. I was not given a choice the move from Orabge to EE I was just told I had been moved.
This company has obviously gotten to big to fast and now ha no idea how to cope with it.
NEVER use EE. They are expensive and have no idea what they are doing!!
redsesser found this review useful
What is the point of linking with another network to create a "Super Network" then rebranding under the umbrella of EE and then having a worse network than ever! They create a Facebook page and then don't bother responding to any of the remotely negative posts that people post about them and don't seem to value loyalty in a saturated market. All it would take to sort my situation out would be a simple call from somebody who even pretended to care about the fact that I am paying for a service that I am not receiving. They would be quick to contact me if I stopped paying my bill, but not when I need some form of support or help when their net"work" doesn't.
I would like to add that as I was posting this, I did get a response to my Facebook post and thought that I was maybe a little harsh in what I had written. How wrong was I! I answered the questions I had been asked and am still waiting for a further response 45hrs later. I don't compain unless I feel I have a genuine reason to do so. Am I being harsh? I don't think so.
I have/had a Monthly Orange Mobile phone account for 2 years. As I don't use my phone much, except when I am on holiday, I decided to move to GiffGaff as this was much more flexible for my occasional greater use.
Although I had trouble contacting Orange Customer Service (seems even worse since they became EE), I managed to find a direct number to a very nice man who gave me my porting PAC number etc. All went smoothly, and number ported to GiffGaff.
I then tried to logon to my Orange account to see what I still owed and download past statements. No go. Tried to contact Customer Services and after eons waiting thought I would try the Orange Helpers on Facebook. Seems a bit dodgy security wise, but slow yet good communication ensued. Seems that once your number has been ported you can no longer log onto your account. Strange as number still unique to Orange systems! So how do I download my old statements? Cannot be done and they will not send them by email, but they will post them to you for £3.60 + Vat; for 12 months worth that is £40 plus!
So I thought I would go through the complaints procedure and eventually spoke to a man on 0800 0790134. He said the account was linked to the phone number so I could not look at my account. Fine, but I said that the phone number was still unique to Orange, so why should that be a problem, also that I still had an account with Orange as they had not sent me a final bill or processed my last Direct Debit. REPEATEDLY HE WOULD NOT ADMITT THAT THE ORANGE ONLINE ACCOUNTING SYSTEM could not cope with this. Why not admit the obvious! When I asked what was the next step in the complaints procedure he said there wasn't one, because he had given me an "end of the line" answer.
This is only the most recent problem I've had with Orange over the 2 years with them, I won't be going back to Orange or EE and will be moving my Orange PAYG when it runs out.
I received a new SIM card for my phone. I followed the instructions to activate the card, but there was some kind of error. I did this using a landline phone since my mobile phone did not work. I then tried online, but I also got a message about some kind of error.
I finally called, using my business mobile phone, and kept getting their business support. I did ask for someone that was not business support, but I was told they can help me. At first my first four calls were dropped, so I had to go through the process of explaining the error five times. I finally had a good connection and someone who tried to help me, but it was obvious she had no clue what was going on. She kept insisting that a phone number should have come with the SIM card. I explained there was no phone number and the only number there was was the SIM card number.
This went on with this girl, insisting she needed a phone number which should have come with the card until. I then started to ask to speak to a manager. She insisted she could help me and there was no need to speak to a manager. I asked this at least three time. Finally, out of my frustration, I called her an idiot and hung up.
I called again and finally I got someone who seemed to be a tech person. He didn't have much of a clue why I kept getting the error messages, but after talking to his colleague, finally told me to just put the SIM card in my phone and wait two hours and it will be working.
After 24 hours it still was not working. I guess he also did not have a clue. For that matter I got the impression he was in the wrong job.
The next day I called the Orange's sales number and talked to a sales rep. I told him about the error problem with my new SIM card. He asked for the SIM card number, notice it was not registered on my account, to my phone number, then asked for the SIM card number. He entered it and told me to wait 2 hours. When I got home I turned on my phone and surprise surprise! It was working.
Gee, either Orange has a bad training systems, or they've scrapped the bottom of the barrel for two of the worst humans to work for them.
Maybe Orange should stop being cheap and hire people with some level of intelligence, AND this should start from the TOP!
2 months ago i had to pay 90 pounds to cancel my sim only contract early, at the time i gave my bank details i asked if the payment would be made straight away and the answer was no, you will receive a letter through the post prior to the payment. 2 months later i still hadn't heard anything when i see a large sum of money is missing from my account, orange had taken the payment without proper notice thus giving me bank charges now i could spend hours on the phone speaking to a variety of different people working at orange and sending them the proof of my charges in the minute hope they reimburse me but i have had bad experiences with them before and they make you lose the will to live, therefore id much rather spend my time in urging anybody that reads this to avoid orange at all costs, it is well and truly a rotten egg !
I cancelled my contract on my Broadband account whilst being outside my contract. They cancelled this no problem. Then they made a computer mistake and charged my bank account several hundred pound. They promised to refund this back admitting their mistake, which also incurred bank charges for me which they agreed to pay back. After several more calls being told they have processed it and to wait 28 days. each time calling being told the same, "sorry another computer problem, we will sort it and have the money to you in 28 days. 4 months I am still waiting, 4 times they have promised to send it out. They stole my money and I want it back. I should not have to wait 4 month. Lets flip this around. If a customer defaulted a payment for just one month, EE would be adding late payment and admin charges making all sorts of threats if not paid immediately. They should take a leaf out their own book. I have emailed a compliant which also has been ignored. EE ARE FRAUDSTERS !!!!
Had numerous problems with the network and phone/SIM and customer services were shockingly poor all the way through my contract. So i decided to see it our for the remaining time left on the contract. Two months i get phone calls every day trying to persuade me to sign for another 2 years and they had the cheek to ask for me to pay £70 for an early upgrade. Just at the 30 days notice phone call i rang and said i'd like to finish my contract (otherwise they continue charging you). Initially i told them i was ringing to cancel my contract. A guy spent 30 mins offering me ridiculous deals but i just want out. Told them i was switching networks and for them just to cancel it right now. He turned to say the system is down and cannot cancel it tonight and told me to ring first thing in the morning! Why didn't he say that before wasting my time?
Don't sign anything with Orange at all. They want your money and don't care about their services at all. Scam.
If you actually want the ability to use your phone I would recommend using a different service. I have little to no signal at all times and have had numerous problems with the simple things like Direct Debits. Upon ringing up customer service to try to sort out my endless problems I have been met with rude, abrupt and ignorant customer service agents and I am yet to have any of my problems solved. Do not go to Orange!
When you take a contract out you are treated like a king, once you are 6 months in forget it, then once you are coming to the end of your contract you are passed around and around like a game of pass the parcel in order to make it nigh on impossible to cancel, as they have no other means of contact. My advice is even if you have to pay a little more, then it will be worth it!
Their telecommunications mast near my home broke down in April 2013, they new about the fault but seemed incapable or incompetent as they could not repair the mast months later. Eventually they agreed to let me exit my contract after numerous hours of arguing and frustration, and they gave me a PAC code however they now hold me to ransom for the unlock code for the iphone. I have just today (1/7/2013) contacted Ofcom, I would recommend people stay clear of this company.
Got a Orange PAYG SIM from Argos & cannot top up online or via the Orange App have spoken to numerous 'customer service' reps and have written to head office but NOTHING has been done.. not even a twitch.. Have to have credit in order to call customer service! (So I can purchase the Dolphin Tariff rather than just get £10 credit)..say what? yep, so I'm stuck with no credit cannot top up and all my concerns have gone unanswered. USELESS!
The future's dim.. The future's NOT Orange... probably GiffGaff actually.
I HAVE WRITTEN MANY TIMES ON ORANGE HELPERS ON FACEBOOOK AND THEY HAVE BEEN QUITE HELPFUL HOWEVER, TRYING TO MAKE A COMPLAINT IS JUST A NIGHTMARE!
AS A RETURNING LOYAL CUSTOMER I EXPECT TO HAVE A CERTAIN LEVEL OF CUSTOMER CARE - MAYBE A LITTLE BETTER THAN SOMEONE WHO HAS JUST JOINED ORANGE. AS MY UPGRADE IS DUE I THOUGHT I MIGHT BE ABLE TO GET A GOOD DEAL BUT I CAN ONLY GET A DEAL THE SAME AS A NEW CUSTOEMR WHICH I THINK IS RUBBISH. THREE ARE EXCELLENT AT RETAINING LOYAL CUSTOMERS (I KNOW AS MY MUM IS WITH THEM) THEY OFFER THE S4 FOR £33 TO NEW CUSTOMERS BUT FOR MY MUM IF SHE TOOK ANOTHER CONTRACT WITH THEM IT WOULD BE £30....INCENTIVES FOR ALREADY CUSTOMERS IS A GOOD WAY TO RETAIN. MAKE THEM FEEL A BIT MORE SPECIAL THEN JUST A NEWBIE.
I HAVE JUST GOT OFF THE PHONE TO ORANGE - I WAS OFFERD THE SAME BUM DEAL AS BEFORE AND ASKED IF I COULD SPEAK TO A MANGAER...THE MANAGER (AND THATS IF IT EVEN WAS A MANAGER) SAID....THERE IS NOTHING MORE I CAN DO THAT THE PREVIOUS LADY COULDNT DO AND AS MANAGER I AM NOT HERE TO GIVE OUT QUOTES....NO YOUR RIGHT.....YOUR THERE TO RESOLVE MY COMPLAINT, RESOLVE MY ISSUES. INSTEAD OF LISTENING TO A QUICK UPDATE FROM ME SHE JUST SAID SORRY I CANT HELP YOU.....WHAT BAD CUSTOEMR SERVICE......EVEN IF SHE SAID YOU KNOW WHAT I DONT THINK I CAN BUT I WILL ATLEAST LOOK INTO IT FOR YOU....OR OK I DONT KNOW WHAT I CAN DO BUT I WILL DO MY BEST....MAYVE OFFER AN ALTERNATIVE PHONE WHICH HAS A BETTER DEAL OR LOOK INTO SOMETHING THAT MIGHT BE ABLE TO HELP.....ETC......BUT NOOOOO....JUST POINT BLANK NO CANT HELP YOU!!!!
SHAMBLES....POOR POOR CUSTOMER SERVICES!!!!REALLY DONT CARE ABOUT LOYAL CUSTOMERS!!!
I WORK IN CUSTOMER SERVICES AND MY MANAGER IS A MILLION BILLION TIMES BETTER THAN THE PERSON I SPOKE TO TODAY. MY MANAGER WOULD GO OUT HER WAY TO BEND OVER BACKWARDS TO TRY AND RESOLVE A COMPLAINT OR ISSUE AND WOULD NEVER TELL A CUSTOMER NO THERES NOTHING WE CAN DO.......ESPCECIALLY AS MY REQUEST WAS HARDLY ANYTHING OUT OF THIS WORLD RIDICULOUS!!!
I AM SO ANNOYED. AS I SAID BEFORE ALL YOU CARE ABOUT IS ATTRACTING NEW CUSTOMERS AND NOT RETAINING LOYAL ONES AND I HAVE BEEN ONE CHASING ORANGE, RINGING CONSTANTLY, ON ORANGE HELPERS ETC. I LOVE THE WAY THAT YOUR ONLINE COMPLAINTS SYSTEM HAS GONE AND WHEN I CALLED TO MAKE A COMPLAINT WAS TOLD TO EMAIL....WHEN I SAID YOU DONT DO THAT ANYMORE THE PERSON SAID...OH ILL TAKE YOUR WORD FOR IT....LOL....WHAT KIND OF CUSTOMER SERVICE IS THAT!????JOKE!
I WOULD STAY WELL CLEAR IF YOU DONT WANT RUDE, UNHELPFUL PEOPLE. ALSO IF IN THE LONG RUN YOU WOULD LIKE TO GET A GOOD DEAL EACH TIME YOU RENEW YOUR CONTRACT STAY WELL CLEAR....YOUR BETTER OFF CANCELLING AND THEN GOING INTO PHONES FOR YOU AND GOING BACK TO ORANGE WITH THEM....GET MUCH BETTER DEALS THAT WAY!!!!!
I have been an Orange customer for 15 years. Looking now to transfer my numbers as soon as possible because of poor communications, unable to contact customer services easily, for example no email address or on-line chat (I am in Europe and difficult sometimes to call Orange) and if I do call Customer Services I being charged as well! My internet account is not functioning and my second number has disappeared.
I have left Orange after 13 years as a customer. I had been without a signal at home for over three weeks. I had to use my BT landline to contact them as I had no signal at home. This increased my BT phone bill by over £25. I have eventually had an acknowledgement of two emails from CEO's office whom I contacted after two weeks. I had so many promises broken by staff who were supposed to call me back, the signal was always OK at home until they joined with EE and T-mobile. The staff in India are an absolute joke and were rude, surly and hung up on me. If I could have rated it lower than 1 star I would have done. I am now with O2 with great customer service and a functioning phone beside me on my sofa, Great signal. Thanks O2. Orange should be struck off or something!!
This company doesn't even deserve any stars if it was up to me.
Was cancelling contracts a month ago, telling them I was going to GiffGaff/ Tesco Mobile for sim only - £10 per month for 2GB internet, 500 minutes and unlimited/ 5000 texts.
We were then told they could in fact not only match the deal but beat it all for just £11! (We thought this was brilliant!) However, as the time passed, we were sent a letter 4 days before we were due to start this new contract which had 2.5GB internet, 1000 minutes and unlimited texts. It turned out that in fact we were only to receive 250MB per month.
We then rang up with this problem and asked them to check if they made a mistake. INFACT they do not sell any product giving 2.5GB of internet and we asked them to check the phone call we had made to upgrade to this product I had wanted - We were told they would ring 24 hours later - They decided it was a good idea to ring at 10PM!!!
This is totally ridiculous on it's own. On the message I got after being asleep with the phone off, they said they'd ring back between 1:30pm - 3:30pm. This didn't happen. So we rang them. We were cut off with this problem 3 TIMES! - To make sure it wasn't the phones fault. All 3 contracts we had - so 3 phones (iPhone 4S + Blackberry Curve x 2) rang up... ALL WERE CUT OFF MID CONVERSATION!!! This was on Fri 14th June 2013!!!
These new contracts start tonight at 12:00AM... So from being told multiple times we would be called back. We haven't been contacted at all!
So we will not be going back with Orange in the future after cancelling payments the next day!
I hope this helps with people who may also be experiencing (Sorry for the language but I feel this is relevant) this BULLSHIT!!!!!!!!!!!
Obviously we are going to let Orange know. And im going to name names in this perdicament as this has been totally unfair seeming the only way I can contact them is via phone call!
People involved were:
Ray Crowley (Manager/ Supervisor @ Orange Customer Service)
Others were involved in this and we are very infuriated with this problem we've had. As I know, all calls are recorded so if you'd like to check them then this would be BRILLIANT!
Maybe some retraining or firing is in order? This is the worst customer service I have ever experienced with any company!
I am aware this is a very emotional post, I didn't want to turn to this method of contact with Orange but I want to warn people that this is a big issue you put towards your customers.
I have three contracts with orange..one contract (which is just a SIM ONLY) in particular i renewed at Christmas 2012. The operator recommended i take 300mins, unlimited texts and the u24 bundle (U-ltd texts and calls to orange, t-mobile and EE + 1GB internet) this was, he said "based on the usage over the last year" the first bill came as shock, over the bill was a three digit figure, not the £10 as promised. I then rang orange following that bill they explained that actually the minutes had ran over..
Next month another extortionate bill, of course this meant another 40mins-1hour on the phone on hold and explaining my issue, (being recommended this tariff by orange based on previous usage) i eventually managed to get orange to accept liability for the wrong/misleading information and they agreed to up my minutes to 500 free of charge..
Since then there have been several more phone calls with me taking names and extensions of operators in the hope they will relay some information if needed. I'm still being overcharged.
One operator who left me his name told me he can understand exactly why i'm so frustrated with orange. He explained that when orange upped my minutes, they stopped my texts? WITHOUT me knowing?
This is the new reason for high bills. he spoke with his supervisor and they between them agreed to give me unltd calls to all networks + unltd texts to all networks + U24 package which would come into effect June 8th 2013. He also said he would credit the account £120 after admitting liability for the mistake which again was down to orange and he stressed NOT ME!
The latest bill came through as another high bill, after being told I'm in credit £120 the last thing i expect is any bill at all..(orange owe me money at this point remember).
31st May, I made another long winded by this point very annoying call to orange where YET AGAIN i have to explain everything in the outset. No operator is aware of changes made to accounts or issues. Do orange even have internal communication or do they just put a post-it on their screen? This operator agreed i shouldn't have even been billed and sent the bill for questioning for me with the assurance of a call back in 48Hrs max to resolve this ever ongiong waste of time and headache. they called back about 4-5 days later and left a voice mail saying..(i'll cut it down) "bill was correct".
Wed 12th June Tariff still hasn't changed as promised. I called orange AGAIN they say now i haven''t been credited £120 and the tariff hasn't been changed. Eventually after being asked to explain my situation TO A DIFFERENT OPERATOR, the operator hung up on me after nearly 40 mins on the phone. Great!!
Issue still unresolved I'm out of ideas with this company. I'm fed up of wasting my time on them with operators I have to strain to understand.
I have several friends in the same position all of which left orange at the soonest possible chance regardless of offers. They said they will only end up paying more in the long run with orange.
I cancelled my contract two weeks ago, they sent me out a letter saying they would refund me if i paid out any extra money. They sent me out a bill two weeks later. Total lack of communication. I phoned them and they still said i owe them the bill. Hopeless!
I called orange (EE) to say my phone (Samsung S3) would not switch on. They ran through all the checks then said I could either send it off for repair to Samsung (because it was still under warranty) or I could claim on my insurance. I said I need the phone and would claim on the insurance - thus getting a replacement the next day.
She then said fine but there would be a £25 excess charge. I complained that I had never before paid an excess and that I had been with Orange since they first launched back in 1996 (I think).
She put me on hold and then came back and said that as I had been such a good customer (large bills that I never missed a payment on) that they would waive the excess fee.
She also credited my account so I could get a new battery as the replacement phone would not come with one.
The Orange rep was professional, courteous and very helpful at all times I highly recommend.
I needed a letter to bring give to CPS after my phone was stolen and i have called 150 and orange store to beg them for this letter/ email but they gave it to me. The court needed the letter to confirm that I did have this phone and who was provider and I was treated like dirt by orange.
I must have rung Orange at least 20 times to try to get something done about poor reception in my area. Like others I have been through the take the battery out try altering your settings etc. all to no avail. It seems there is a booster box available but only for certain customers. If this box would enable me to use my phone in my house, why won't they let me have one? I have offered to pay for it but they just say I don't qualify! They are happy to take my monthly subscription even though I can't get reception and they don't care. They all promise to ring back or get a manager to ring back but n they don't bother. Why am I so gullible that I believe their promises when they are just trying to get rid of me.
It's not cheap to ring their call centre from a landline and that is what I have to do (as I get poor reception with my mobile!!!) There doesn't seem to be an email contact option. I'm really fed up with Orange and I have been a customer of theirs for at least 12 years. Having looked at their customer ratings I'm not surprised they have such an appalling score.
It's one day later now and I'm going to comment on my own comment!
Unbelievably Orange rang me this morning about my poor reception. Unfortunately they rang on my mobile which has poor reception when I'm at home so I didn't get the message until I left home. The guy said he would ring back later - nothing. I have always made sure that I left my landline number and asked them to use that if they want to contact me. They didn't. I wonder if the guy is going to solve my problem. I hope so because I just tried to do online banking and to complete the transaction the bank needs to send me an SMS message on my mobile: no banking possible for we people who live just a few miles from Oxford. It's as though we live out in the wilds of Scotland where maybe a lack of reception might be excusable but not here. Come on Orange look after your customers.
Ever since orange joined with EE my service has been rubbish even the customer service used to be really good, now your treated like dirt,
I've been with orange 12 years or more and never had a problem, previously when my contract has been up for renewal they have rung me to ask about phones and plans, not anymore,
over the last few months my bills have been massive so I decided when my contract was up for renewal that I would try somewhere else, when I rang to disconnect the customer rep told me I had to give 1 months notice even though my contract was over...
I like most people I'm a busy person and completely forgot the date of the disconnection which happened to be today 21/05/13 9am,
as you can imagine I thought my phone had a fault at first......
when I realised it had been disconnected I rang a rep and asked for the Pac number to transfer my phone number to a new provider after all it had only been a couple of hours after disconnection......
4 phone calls to 4 different reps I gave up and got a pay as you go sim to see me through the day
as soon as I got home I looked for the letter and disconnection date which was today....but the letter clearly states that if I decided to return up to six months down the line I can have my old number back, so why the bleepin bleep cant I have it now???
Since orange have come together with T Mobile under the EE brand it's been down hill. I have been with orange for 13 years and have watched them go down hill with their cutomer services. The customer service is like the lotto on the day you ring and see which call centre you get. They make up their own rules as they go along. I have had signal issues recently and I get the same line every time I ring informing me the mast is down in my area and they are working on it.
The mast seemed to be fine for all the years it was just the orange brand and since EE it's gone down,,
Please think twice about joining EE brands as they are a bunch of cowboys, I have emailed the CEO Olaf swantree twice with no avail, telling me customer service is at the bottom of their list.
You will also recall they have been on watchdog and if you search the Internet you will find many fraustered customer with the same issues.
It's a shame as orange was a excellent network to be on, but now it seems profit is ahead of customer service.
So think twice!
redsesser found this review useful
Disgrace of a company, they should be closed down.
Not only have I been lied to over unlocking my iphone 4s at the end of a 2 year contract they are now chasing me with menaces for £22.46 unlocking fee service that was never provided and I still have my iphone which is locked and useless.
IF YOU ARE CONSIDERING MOVING TO THESE FRAUDSTERS... DON'T!!!!!!
They are a disgrace.
I apply for EE broadband on 19 march and customer service said that engineer will come within 10 days and he will connect internet to my home .They really pissed me up and couldn't supply internet in 21 days .They connect two line to my home and charge me 2 time bills and when I notice from my bank statement I called them to ask about it and then they said they will not charge me for next month which will free for me ): which mean not free axcully they already charged me twice bills in one month period . Internet speed is totally poor ); and they lied to me that I will get 1000 minutes to any network mobile from my line rental plus unlimited internet with only £25.but they charged me £29 and twice .also they told me that they will not charge for engineer but after connecting internet they said they charged me for engineer also .I am giving 0 score to EE broadband and please do not apply for internet from EE .
I want to protect all people from this beastly office - Throughout the year they have drunk so much blood out of me, so I messed up the nerve!
5 times they withdraw money from my account ahead of time, before a specified date in the contract! Here are today - they presented me with not a pleasant surprise - withdrew the money from my account for 1 day before it is written in the contract. That in turn led to the inclusion of an overdraft on my account, Now, my credit score went down and I can not get a bank loan.
5 times they are not spelled my name and last name correctly - because of this Direct Debit did not take money from my account on time.
I am looking for any way to terminate all relations with this horrible company and disgusting service. I so regret So regret I used to choose Orange once... So regret!
it takes numberous days get my number transferred to orange!!
i called everyday and they kept saying the number is going to be transferred today today today..
never take their word for it!!
make sure u call at least 3 customer service rep!!to get a proper answer.
one of them put me on hold for a hour without even telling me!!because she was annoyed and constantly avoid answer my questions!
Had numerous phone calls from Orange to upgrade my phone, but refused as all they wer offering was a NOKIA 100. No good to me as I needed a camera on phone. Eventually contacted again and offerred an ASHA 300 back in November 2012, but when it arrived it was the wrong one. A NOKIA 100 turned up instead of the NOKIA Asha 300 agreed on the telephone. (simply a phoen in a box with a leaflet- no invoice or contract).I tired to call Orange, but failed to get passed number 3 in the queue on 4 seperate occasions. So I tired to e-mail them but got a response to said their e-mail system was down.
I wrote to Orange on 26th November to cancel on 26th November 2102 (well within the 7 day rule under DSR).
Orange ignored this letter, so I wrote again in early January2013. Got a telephone message on the second letter saying I needed to contact Carphone Warehouse. This I did and was referred back to Orange.
Wrote again but again this was ignored by Orange. A couple of weeks ago I was contacted by a debt recovery company threatening court action. I explained the background to the situation, who agreed to refer things back to Orange.
Got a letter form the debt recovery company stating that I should contact Carphone Warehouse. On this occasion I was put though to e2save as they were the compnay responsible for providing the wrong phone. How e2save come into the issue I have no idea.
E2save spent 30 minutes or so telling me that I should have contacted them directly, but as I tried to explian to them, how could I contact them when I had no idea who they were. E2save were never mentioned in any conversations leading up to rhe upgrade. The first I heard of e2save was earlier today.
I am sick to death of been past from pillar to post on this. I contacted Orange as the provider to deal with the issues raised. I have paid my bill to them on direct debit for many years, not to anyone else.
My son was on Orange contract which was due for renewal at Christmas so we upgraded his phone and took out a further 2 year contract with Orange as he had been quite happy with them.
The first problem started when he tried to get access to his "swapable" which Orange where giving free with the particular contract he was on. My husband works in IT and my son is very savvy with mobile phones but neither of them could get this swapable to work. We phoned Orange and where promised a call back - they never did. Over the course of 2 weeks through Christmas and into January we where given so many reasons / excuses why it could not be connected - no 2 answers where ever the same. We were promised call back on 4 separate occassions - we never received one! Eventually my son went into a store at Carphone Warehouse who sorted it out for him.
In March this year I then received 2 separate letters, with 2 separate account numbers, from Orange telling me that my contract fee was going to be increased - as I have only ONE account in my name with Orange (the one I have for my son) I was very concerned about this. This is where the REAL problems started.
It took a total of 8 phone calls, 3 promises that a Manager would ring me back (none ever did), 2 emails - both returned saying their system was being "upgraded" and they could not response by email at this time (it didn't tell you this until after you had spent a considerable amount of time composing, and sending, your email first!!) to discover that because I had asked for my sons mobile number to be transferred over to his new contract, which they did, their system had somehow managed to default another mobile number to his old contract and I was actually paying TWO contracts - and had been since January!!!! They offered NO explanation, NO apology, NO compensation.
Customers are clearly an inconvenience to Orange. Yet another company who has got "too big for its own boots" and doesn't give a dam about you as long as they are getting your money.
Have been with Orange for a while and have been trying to leave them almost within 2 months of joining.
The signal is poor in most area I travel through. Very unstable. 3G is slow.
They have increased prices through the contract and could not cancel.
i bought a pay as u go mobile for my daughter and also a £10 top up voucher, i had to ring to register the phone and sim and i was told the voucher would take 4-6hrs to be added on. 4 DAYS and 8 phone calls later, i am still no further forward....i asked to speak to the line manager and i was put on hold for a further 20mins only for them to cut me off and again i had to ring back.... its cost me a total of £22 in calls and at present i am waiting for the manger to call me back (very much doubt he will!!) this is the worst mobile company i have ever had to deal with, my daughter is very upset as this is her first mobile and she was over the moon when she opened it on her birthday, as yet she hasnt been able to use her phone. i will never ever use this company again, i only wish i had bought a different ohone on a different network, im going to get the phone unlocked and put her on a different network.. absolutely disgusting..
having a faulty iphon 5s contaced orange they wanted to replace it 500 pounds or we have to trave to reading to iphone shop 50 miles away i think this is discuning by orange as the no one mobile phone proveder you would think they would treat loyal a bit better than this so if you buy a iphon from orang or ee be carfull if it goes wrong
I have been with orange for years, but in the last 6 months i have realised how sly they are, I called them to let them know my phone which I had only had for 4 months was faulty, they told me I would need a replacement at £60 charge, which I disputed they then said we will do for free as goodwill gesture, they send replacement which has same fault developed after 1 week, my next direct debit goes out with an extra 100 charge on it... I am told it was the fee for the replacement phone, so i have to battle for three months and numerous calls to get the issue sorted, I can't wait for my contract to end so I can tell them where to stick their Orange wednesdays!!!
ORANGE WILL CHARGE YOU FOR USAGE EVEN WHEN YOUR PHONE & SIM GETS STOLEN AND THEY 'BLOCK' IT!!
After my phone got pickpocketed, I received the worst customer service from Orange. I actually called them from Greater Manchester Police HQ (I still have a crime number and it's on their records) and the woman over the phone *actually* said I could have been lying about having my phone stolen, and the fact I had no insurance meant there were no goodwill gestures whatsoever. They promised that they would blocked my phone so no-one else could use it...and yet over the course of a year (2010-2011), after complaining and refusing to pay my bills for a phone I did not have and a SIM I did not have, they charged me over £800 in total for a service that I never used. They threatened my with letters, bailiffs and that I was even breaking the law!
Orange made me feel vulnerable and stupid, and that I had no choice but to pay it. And so I did. If anyone can help me with how to complain to an ombudsman, that would be great, but I fear I'd have no rights as they are EE now and not Orange.
I've been too scared to write this before, but now I'm not, because I want to take action: Orange completely ruined me and overcharged nearly every month. I was with them for years. There is no sense of loyalty to customers who are loyal to them. I think that speaks volumes too.
Don't EVER go for Orange, or EE (same villain, different clothes). They do not give two hoots about you. I cannot wait to switch to another provider.
Total moneygrabbers. My experience has shown they don't care about their customers, seems more like they only care about their bribery of cinema chains. Hypocritical, really, that they're considered good enough to sponsor the BAFTAs.
I've been with Orange for many years. The broadband speed is not great but I can live with it. This January, I switched my broadband from Orange to Talktalk because Orange didn't provide static WAN IP address.
The switching went well, my Talktalk broadband connected on time, no problem, internet speed is faster.
BUT, I have nightmare with Orange. I called Orange for Mac code before I switched, Talktalk told me they don't need to use the Mac code anyway.
In February, I noticed Orange is still taking money from my account. I called Orange, being told that it's typical Talktalk's fault not using the Mac code, as a result my account is still opened. Orange said my account will be closed after 10 days.
Guess, until now, April, my Orange account is still opened, Orange is still continuing taking money from me. I called them again, their customer service said:'Oh, I don't know why you are still charged'---> Be aware, they don't know what they are doing!!!! It causes so much stress and taking time & money to call Orange, because Orange closed their customer service's email. I guess is they probably received too many complaints.
I've sent them a complaint letter, no reply. I haven't received my refund payment. Unbelievable shocking service. Avoid avoid avoid...Orange broadband!!!
Orange provided the best service for the area in which I live - a village in a hollow! The good service went downhill last year and just gets worse. Today at work I can't access the internet as the "Web page not available" message keeps coming up. Yesterday there was no problem. There is no point going to the EE store as they don't care. Their attitude is they just sell the phones, and they can't check the mobile as they have signal boost. So why have the shops?
A short while ago I had next to zero service at home. Repeated calls to Customer Services only served to raise my temper. 'Have you switched the phone off and on again' etc etc.. Eventually I hung up. After another few day's lack of service, I found a helpful person on Customer Service. He knew that the company was working on a local mast - no one else appeared to know this at Customer Services the other times I had called - and that my service would be significantly impacted for about 2 more weeks. Advice and discount given. A rare experience for me indeed.
Standard customer service revolves around 'have you switched the mobile off and on again', 'take the battery out' etc etc. Useless. Find that helpful person and get him to train the others. If Orange is to work on masts and deprive me of their network then tell me in advance.
It appears EE are more interested in 4G than the rest of us.
It's 2013 and I should be able to access 3G wherever I live - provided I'm not on some remote spot of the country.
I will be having a really good look around when my contract comes up for renewal. No longer is Orange/EE a shoe-in for my money. Avoid if you can.
I seriously can't believe how bad this company is. It's the same old story, account manager gets the sale of 80+ connections with us and then doesn't give a damn. The frontline customer service staff are nice but even the process of getting things from Orange is a nightmare.
They have an email address you can request things from but it takes 3-4 days before they respond and another 2-3 days before they deliver even though our company is in a large metropolitan town. How can a company be so bad and not give a damn.
We've had major issues with the performance of their network across the UK, in areas like London where you would think it would be pretty good. I think the rollout of 4G means they have taken their eye off the ball in terms of getting the customer service right in the first place. We have had a problem with their network for the last 4 months at a particular location and it's hard to believe they can't get it resolved after all this time. They may be the biggest network in the UK but they certainly aren't the best.
Wish I'd now gone to Vodafone or stuck with O2, at least with O2 the service was quick and efficient and the coverage was pretty good all over.
Stay well clear of Orange they have totally lost the plot! I used to be with Orange and they were fine but since their hook up with T-Mobile :(
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