Orange reviews

Orange reviews

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ORANGE WEDNESDAY A SHAMBLES!

For the second week running - I waited all evening for an Orange Wednesday code. Finally got it at 11pm when the movie was over. I'll be changing my provider.
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dont even deserve 1 star

useless company, useless to get intouch with, useless sales people on the phone, every single person you speak to from orange tells you something different when asking a question about a bill or anything, there useless. about time they employed people who know what there talking about. Slow and useless
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The worst provider ever!

If you can stay away from EE broadband (actually is Orange) you'll be a happy person. If unfortunately you did the mistake to switch to them welcome to the hell. I just looking forward, eagerly, to end my contract with the worst provider ever aka Orange, and then I will flee them in the next minute. I have been without internet for 3 weeks now and in spite my signals (phone call, going to EE shop) and their promises that the problem wiil be solved they still have the guts to tell me that I didn't call them often... Anyway they won't let you cancel the contract without paying the fees so I am stuck with them. The wrong decision ever to leave Virgin and switch to Orange. Now it's too late!
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Absolutely appalling

The worst customer service ever... Stay very clear of this company, I have rang up numerous times regarding my direct debit they say they don't have it yet they easily take out £50 a month so they clearly have my direct debit.

I called the first time very calm and re gave my direct debit.. Next month had a text to say my bill hasn't been paid, now I know there's money in my account. Spoke to a rude lady whom when I asked for her name hung up on me. I have been waiting for a call back from management for 2 weeks and was told by the lady that they have 'other things to deal with'. At this time I feel let down and angry by orange as I've been with them since I was 11 and I'm now 20. Loyal customer. However un-loyal company.

Still not managed to get hold of management but when I do I will be cancelling my contract and I won't be paying the cancellation fee they will not be getting anymore of my money.

STAY CLEAR!!!!
Doesn't even deserve the one star
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Billed for over £8000.00 for data I didn't use! Only NUMBER they care about is on their balance sheet!

They billed me over £8000.00 for data I didn't use!. In my experience they couldn't care less about their customers…they seem to be driven by greed. I wish they really did "record their calls" that way they couldn't blatantly deny all responsibility for saying things they later deny.
It's the Orange customers who are the only real asset and not the Orange brand ironically run by "Number Crunchers" that have destroyed their own brand by squeezing every drop of trust from its previously loyal customers which is why EE can't wait to drop the name. I for one will be glad to see them finally run out of juice! I also hope that EE " Everything Everywhere" doesn't apply to employing the bandits responsible for Oranges demise. Rotten to the core!
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orange broadband

AVOID, don't take any deal from them crap service very bad customer support....i upgrade to Fibre Optic Broadband download speed is very... have over 30Mbps in the morning only during a day is dropping very badly down...between 7-11pm i have 10.0Mbps download speed(Fibre Optic) wifi 1.14Mbps!!!!!!!!!!! my mobile "data" is faster ......its shocking i cat believe that....every time when i have to wait so long for cust support will kill my time making great online reviews for you orange uk.
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Horrendous. DO NOT USE THIS COMPANY.

I ordered an upgrade in December for my daughter, which I paid 370 pounds upfront for. Still waiting for it to be delivered, even though I was promised that it would arrive well in time for Christmas. I have spent hours ringing Orange to get an explanation, each time I have either been put on hold or have been cut off. No supervisor will speak to me. For that privilege I have to wait 24 hours for them to ring me back (which they have never done). The customer service is crap, but give 100% for the staffs ability to lie so convincingly.
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Hard to speak with them and they aren't honest

I have been a customer for some years now and yet still I find they say stuff or things appear on my bill randomly... very confusing. Contract is up in June/July... have not decided if I stay or go...
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Happy to say I've just escaped...they've really gone downhill since the merger!

I've been a loyal customer of Orange/ EE for around 5 years and was really happy with the network, pricing and customer service I was receiving...until the merger with EE. Since that point things have rapidly gone downhill:

The network is now dire, 3G and phonecalls dropping out all the time and incoming calls going straight to voicemail despite me having signal (according to the bars on my phone). Ironic given that EE stands for "Everything Everywhere"...they should rename it NA, "Nothing Anywhere".

Customer service...it's now abysmal, with hold times of at least 20 minutes on the occasions I've called (the latest being a 30 minute wait to speak to the cancellations team) only to speak with rude staff. As an example of the rudeness, my wife has also had the same problems as me and spoke with an agent to discuss cancellation of her contract on grounds of the network being so unreliable - the agent's response, "Listen, we can talk all day but you're not getting what you want"! A simply disgusting way to treat loyal customers (my wife's been with EE/ Orange/ T-Mobile even longer than me).

Such a pity, as there was a time when this company was great - seems not all mergers are good ones! Glad to say I've now cancelled and moved on to O2 - hopefully they'll be better.
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Expensive service, incompetent call centers and dishonest practices - don't touch them

I would like to speak to anyone who is having a problem with EE/ Orange in regards to unexplained billing. Costs on my wife's account escalated massively and their call centers could or rather would NOT provide adequate explanation.

My wife's Online Account also mysteriously became unavailable 2 years ago and again no adequate explanation provided after multiple attempts.

It appears from the collection agency number they are billing my wife for a previous terminated service which was upgrade to the one she has now. We are now faced with a £1000 bill. Orange Call Centers/ Complaints and Billing are a waste of time so the only option now is the Ombudsman and we are also seeking legal advice.

It appears that we are not alone by far having read this Forum and several others - Facebook as well. Even the Guardian Newspaper wrote several articles on Oranges appalling levels of service. We are already aware of somebody in our circle who had similar problems and the cause was fraud in the call center. She has since been compensated by Orange.

This organization needs to be investigated not only the Ombudsman but by the fraud squad. The only way to make these organizations take notice is to hurt their pocket and their reputation......totally unacceptable service.

below I have provided the regulator for EE (CISAS) and the EE Complaints Investigation Department details....a Deadlock Letter takes 8 weeks.

http://www.cisas.org.uk/

FIRST BY PHONE

If you're a mobile phone customer:

Call 150 from your EE mobile phone
Call 07953 966 250 from any other phone
Call +447953 966 250 from abroad.

If you're a broadband customer:

Call 0844 873 8586 from your EE home phone
Or if you have a mobile phone with us, you can call us on 150 from your mobile phone.

If you're not satisfied with the call, you can ask to speak to a team leader or manager.


THEN BY LETTER

If your complaint is still not sorted, you can write to us.

If you're an EE mobile phone customer, write to:

The Complaint Investigations Team
EE
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

If you’re an EE broadband customer write to:

Customer Care
PO Box 486
Rotherham
S63 5ZX

If you write to us, don’t forget to tell us:

Your name
Your address
Your EE account number and/or EE mobile phone number (if it's a phone complaint)
Your EE home phone number (if it's a broadband complaint)
Your complaint
What you need us to do to resolve it
A phone number we can call you on during the day
If you're a mobile phone customers we'll send you a text message when we receive a letter from you. If you're a broadband customer we'll write back to you


You can read our full Complaints Code of Practice here (.PDF 16KB)
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BAD SERVICE: AVOID

I am writing to let you know that I am disgusted with your service. I have been a customer for the last 13 years and to find there are no loyalty benefits?
The first phone call to yourself was on the 14th November at 21:24 for 23 minutes... This call was to find out my upgrade options, only to find there are no decent ones. I was expecting the Samsung Galaxy S4 for a similar contract price that I had been paying for the last 2 years, only to find that you wanted to charge me £27 a month...which is almost double of what I have been paying. I needed time to think about this, and having thought about it, I decided to go onto the Sim only contract, so I called you again on the 12th December at 21:46 for 18 minutes. I was advised that I could go on a pay monthly Sim only deal of £13 a month, 500 minutes, unlimited texts and 750mb. I took this deal up and also asked your colleague to change my address as I had moved house. There was an anomaly on my account by me being charge £23 instead of £16.01, which I was told I would get the difference refunded. This still hasn't been credited into my account.

So I left the conversation and assumed the contract had been changed as I was advise this would be in effect for the new start date of 15th December. I looked on my account app on my phone yesterday (30/12/13) to find £27 on my account balance...How can this be? This should have changed to the £13 balance. So I phoned up customer services, who couldn't explain to me why this was on my account. What is the point in having all these fancy options to go through if your own customers services team cannot answer one simple query? I then asked about the Sim only deal and to check this was still in place, only to find that there is no such thing on my account. So clearly this wasn't logged or changed when I phoned previously. What a waste of time! I then went through to the Sim only deals department, who then advised, there is no such thing as a pay monthly Sim only deal...my evening couldn't get any better. What great service you provide. There is no log of me phoning on the 12th December and your adviser said there is no way he could track this and offered me an alternate deal with this being a 12 month contact...big difference which i felt I had to take. Not only will I be paying more for this month as you guys messed up the deal, but now I am roped into a deal that I cant get out of for 12 months. I had better expectations from you. I barely use this phone, I have 2 business lines which I didn't take out with you due to your company not having any rewards for customer loyalty. I wanted to complain over the phone only to find that no one is available for me to talk to? How can this be? No supervisor? Ridiculous!

I suggest you look into this further as this is simply not acceptable. I am appalled at your service, I am roped into a rubbish contract with no new phone and now I have to pay extra this month for errors on your behalf.

I look forward to your reply.

Yours Sincerely,
Hema Gandhi
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avoid like the plague

This company needs looking into . They are the biggest rip off's going
run and keep on running . just read all the review ,you would be mad to join
This company . !do not leave your date on! . I had £60 on my phone 5 minutes
Later it had go . its daylight robbery . Spoke to customer service they don't give a
dam. all they say is there's nothing we can do nothing we can do nothing we can do
what a joke !please avoid!
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TOTAL AND UTTER INCOMPETENCE!!!

I am on the dolphin pay as you go tariff and have been for a number of years now. I have never had a problem with Orange before but the last few months they have been terrible. In July 2013 I changed my BlackBerry to a Samsung, on the day that I purchased my new phone I rang Orange Customer Services to tell them that I have no longer got a Blackberry and that I would like them to deactivate my BBM service. When I rang them they were very polite and said that they have deactivated my BBM. When I topped up in August 2013 for my dolphin tariff to be renewed it came to my attention that they had taken £5.00 off my credit for my BBM service which I no longer have. I had to ring Orange Customer Service again and they had to refund me and told me to text STOP BB to 450 for it to be permanently deactivated, which I did, but the text came back saying `sorry we were unable to process your request, please try again later.` I kept trying this and the same message kept coming through. Every month they have kept taking my £5.00 off me now for 5 months, and every month I have had to ring Orange Customer Service and they kept saying the same thing either "we have deactivated your Blackberry service, it WILL NOT happen again next month" or "text STOP BB to 450". I had to explain to them again that the texting service to 450 is not in use , they even forwarded the message onto me to send to 450 and it never worked. Also some months they have refunded my £5.00 straight away, but some months they said the would refund it the next day, which they haven't, resulting in me having to ring Orange again. I have today had to ring them again for the 5th month and this has resulted in me screaming down the phone to them due to the sheer frustration that they have caused me. I demanded they put my £5.00 back onto my credit, which they have done and I have informed them that I will no longer be using Orange. Once my dolphin tariff has ended in January 2014, I will not be topping up to renew my tariff but will be using up my credit and will moving to a different network. I will not use orange again and will not recommend them to anyone.
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Very poor customer relations - almost laughing at you when you are dealing with a complaint!

I called on the 11th December to query my bill (upon advice when upgrading, I was to call Orange to check my first bill amount and confirm if I had an active direct debit in place). I spoke to Akash who confirmed everything was ok i.e. active DD in place and my first bill was the amount I expected (my price plan). This query was actually after my cut off point - you may be able to understand my disgust when double of my bill was taken out of my account via direct debit.

I called on Wed 18th to speak to someone; the first person I got through to was very arrogant, trying to convince me that an 01 number was a premium number. I've just upgraded to unlimited minutes too so I couldn't understand why this was being charged. I cannot however fault a gentleman called Stanley who was very patient with me - but did confirm that landlines were not included in my last month and this switched to mobiles not being included in the next month. He understood that something needed to be looked into and offered me a call back on Thursday evening but never did - a no-no in customer services.

Someone has called me back this afternoon - left a voicemail saying "your bill is correct, please call orange with any queries". Well a little explanation wouldn't go a miss as that's what my original query was regarding.

I called and got through to a lady called Trisha - not sure what customer service training has been actioned here. For someone that works in CS, there are basic things e.g. not interrupting, being empathetic with an open mind, addressing all issues raised etc. None of this on the call. She abruptly confirmed I had gone over my minutes with little clarification. I requested a breakdown of the minutes - she said it would be £3 for a copy - a bit expensive considering my bill is so high and I'm undergoing a complaint?

Even more that I had requested a call recording to be listened to - i.e. when I am asking how much my first payment is going to be, I expect a definite answer. Trisha advised me that the breakdown wouldn't have been available on the 11th when I called (until I then reiterated that the bill reset on 3rd December so it should have been available).

The attitude of the staff was very defensive and not with the aim for resolution. Funny enough, the feedback questionnaire didn't come through on my phone even when I had specifically requested it?!

The entire experience has been very distressing, and I dread having to call Orange again. Definitely wouldn't recommend Orange for a good Customer Service experience.
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Such a fraud

I wanted to join EE as a broadband customer and I joined and left (only after a month!!!) T-Mobile as a mobile customer due to the terrible customer service I experienced. T-Mobile subscribed me for EE broadband without my approval after ONLY calling to ask for information, therefore passing on my bank details to EE without my permission. T-Mobile overcharged me for my mobile bill and after more than a month and a large number of calls, I am still struggling to get my refund. In addition, Orange set a direct debit of £132 on my account without my permission and without being an Orange customer ever! After many calls to Orange and EE (and a pointless visit to an EE store as advised by an EE employee), I still haven't found out the reason for having a direct debit set on my account! As a result of this fraud and the lack of information, I have to close my current bank account to ensure this will not happen again in the future. Overall, the customer service has been particularly bad, making a few phone calls for each question I had as I was always misguided or passed on to someone else in the team who was sending me back and so on...
I don't normally give any negative feedback, but I find the entire experience outrageous. I would never join EE, T-Mobile or Orange as a customer again and I would NOT recommend anyone to ever join any of these networks!
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They have the worst customer service I ever experienced.

I've been with them for 5 years & I've had a few issues but recently my IPhone broke & I got an old Nokia as a replacement. It doesn't have the internet. I rang Orange to ask them if I could remove my internet bundle. They said yes, I was told it had been done there & then whilst I was on the phone. Whilst talking to the customer serive rep he told me that because I was a loyal customer that they would be happy to send me out a brand new IPhone for free. I was chuffed. I said that would be great. They said it would be with me within 10 days. It never came. I rang back & was apologised to, told they would send me out the phone & a manager would ring me to apologise too. I never received the phone or a call. (Nor did the first rep change my bundles- so the second rep did. After another wait I called back to ask what was going on. I spoke to the rudest girl, she said "I don't see why we should send you a brand new iPhone for free" "it's your fault you broke it". I was really polite (I don't like confrontation- she was a bully) I said that I'd like to speak to a manager to straighten this out. She said no. She wouldn't let me. She then said that she'd put me through to someone In the upgrade department so they could tell me exactly what she'd told me but I wouldn't listen to (her words). I was put through to someone who said they wouldn't send me one & said that no one in their company would have told me they would (basically calling me a liar). I told him I was going to make a complaint. I asked him for his name (he refused to tell me- my husband is a manger of a call centre. They have to give you their name & department so you can identify them) I explained that he had to, he made up a name, & the 3 other names of the people I spoke to. I know that because the first 2 people I spoke to were men, I tripped him up & said "what was the 2nd girl I spoke to name? He said Alysha I asked how to spell it, he said "how do you think?" It is the worst customer service I have ever experienced. I emailed in a compliant to Orange. I didn't get a reply. My contract is up in May, I'll be cancelling it. AVOID * I also spent an hour & 9 minutes waiting to get through to an advisor, then a message came up saying there was a problem with their system & they cut me off!
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Rip off merchants

I have been an Orange customer for many many years and until now they were OK. Recently they contacted me to say they had a better plan for me which would save me money and on the surface, it does. But on receiving my bill I find that without telling me I am now charged for my voicemail, which I have never been charged for before.
During the day at work I have no signal so people have to leave me messages but now as I can't afford to pay to listen to every message I am missing important calls because they want to fleece their customers anyway they can.
I complained and all I got is that's on every plan now, tough!
As soon as my contract is up, which unfortunately is not for another 10 months, I will be leaving and of course spreading the word to get others to also.
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Disgusting.

Had my phone stolen whilst abroad in 2011 and never got a crime reference. I phoned Orange the day I got back and they point blank told me I was not a customer of Orange. I did not exist at my address and my name was nowhere to be found. I stopped receiving letters/bills from Orange in the post so was left confused but wasn't much else I could do.

Eight whole months later, I then receive a threat letter saying that I owe an extortionate sum of money, near £800.00 completely out of the blue. Obviously some dirty tactics to extort customers rather than provide a good service for them.

I contacted the CEO or Orange via an email address I found online (executive.office@EE.co.uk) and the responses I've been getting since then are lesser quality than an infant the age of 12 months old. They don't seem to understand whats happened and apparently this is my fault. Its my fault Orange are so incapable of sending bills or being able to locate customers when they call in.

I will no doubt never be using Orange or EE, ever, ever again and will now be taking legal action against them. Trustpilot was just the start. I will be doing anything and everything in my power to prevent anyone and everyone to use this company.
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AVOID!!

they dont reply to your mail,worse customer service i have ever had!
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Bloodycompanyinshambolicorder

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
executive.office@ee.co.uk

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www.orange.co.uk Details

About this company

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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