I've been an Orange client now for over 10 years and have used other providers for work but never get the same high standard of consistent connectivity nad helpful ness of the customer service department as I do with Orange.
I give them 5 stars as I would recommend them to everyone and although I have had the odd problem from time to time over the years, on every occassion they have gone the extra mile to make things right and once even when it wasn't their fault.
A great company and worthy of all the success they enjoy.
Home Broadband - I have had so many issues it’s impossible to write them all down, but they include re-arranged connection dates, engineers not arriving on days promised even after taking days off of work, a total of nearly 12 hours on the phone to customer services being passed from person to person and answering the same questions, promised call backs that never happen and E-mails that go un answered. I still have on going speed problems that are not solved. Because of this I have decided to leave Orange home phone and Orange broadband as I can’t waste any more time.
Mobile contract – It’s unfortunate that the home my partner and I have moved to doesn’t have Orange or T-mobile signal. However, I was told many times by customer services that it should be. I wanted to leave our contracts as a phone with no signal at home is useless, but was horrified to hear we would have to pay the rest of our contract to be allowed out. Finally, after hours of calls, I had a break through yesterday, speaking to Kevin in the iPhone support team who told me that I am in what is called “An Optimisation” area, and without doubt myself and my partner would be allowed out of our Orange contracts as we are in a black spot where you are turning transmitters off. He later phoned back to say it was all sorted and put me though to disconnections. After a 27 minute wait on hold, disconnections answered and had no notes of his promise, another 17 minutes on hold and I was told they would call back in 24 hrs, of course, with previous experience of Orange I knew this wouldn’t happen, and it didn’t. In clause 4 of the terms and conditions it does say that I can cancel the contract early if Orange cannot provide the service, whether it’s within your control or not – Ofcom have very clear rules on this too. Yes, I appreciate I can use the service elsewhere, but I should be able to use the service in, and around my own home. Is it really fair to bully two of your loyal customers into giving you money just to get out of a service you can no longer properly supply?
I recently switched our family allegiance from o2 to orange to save around £5 a month. Was it worth it ........... NO!
In 14 days I have more reasons to call customer services than in 10 years with O2.
The systems are useless - Services which are supposed to be inclusive keep stopping and ask for payment. The online service keeps saying phone numbers / accounts are wrong when they are not. Pin numbers disappear. Then 2 mins later its all back working.
Then the final straw is when you try to rectify an issue and it is impossible to get to speak to anyone that understands. The automated phone menus assume that you do not have a complaint and make impossible to reach a person. If you are lucky enough to get in a queue they then tell you it is busy and that you must wait at least an hour.
Sorry O2 the extra fiver is worth every penny - wish I could come back...... roll on contract end in 18 months.
orange is a great company for there mobile and home broadband
whenive contacted them on both sides of there company ive given the best help i could have ask for ive been with orange mobile since the 90s and the only thing im not happy with is the phoned fund
its there so you can put it towards a new phone on pay as you go or to go towards your billing on monthly so if you dont use it you will lose the fund ,
What to say about Orange, there's not a great deal to be honest. They have above average signal strength down here in Cornwall, although that's mostly down to their partnership with T-Mobile, their customer service is not brilliant but also not the worst I've ever spoken to. I've had one or two problems with them in the past but they've always been dealt with albeit not necessarily in the quickest amount of time.
I took out a contract with Orange. After a few days I had problems with network coverage. I contacted Orange Customer Services to raise my concerns, they told me that the coverage was excellent in my postcode. They advised that it must be the handset that was at fault. The handset was exchanged just after the 14 day exchange/cancellatiin period. When I tried the new handset it still had poor to nil coverage. I spoke to Customer Services again, this time they put me through to tech supoort they told me that my postcode was in a void and it wasnt the handset that was faulty. I explained that their coverage checker stated the I had excellent coverage. They were not interested, I am stuck with a contract for 24 months that I cant use.
The worst company on the planet, quite simply.
It's no wonder they have been voted the 'most complained' about company in the UK,
Their call centre workers are useless, Clueless and rude.
Their reception is worst, in almost all areas of the Country.
Their so called executive office has been the most incompetent department I have ever dealt with, and the 'executives' are clearly a victim of the call centre culture.
Don't use Orange, they will dissatisfy..... Annoy and most of all, will frustrate you with their poor network performance
i got a contract phone its cost me over £1000 in 6 months thru expensive overdues and other things (my fault) but would love a company who can see this and ring you up too change your tariff , but they dont , but then reliable and customer care is pretty good if you have a fault problem
Orange has been messing around with my account, big time.
Taking double my money for a bill, cutting off my outgoing calls and text messages when transferring the money back due to 'non-payment', promising to deduct money from my next bill as compensation and then deducting only half the promised amount, promising to set up a direct debit and then failing to do so.
On top of that, my signal is awful, calls are frequently dropped or don't connect properly, text messages bounce back for no reason. It's a joke!
I will be switching my account very soon and can only advise you never, ever to put yourself in a position where Orange have access to your bank details.
Simon Carter found this review useful
I just find them impossible to deal with. You have to phone, I have tried doing email complaints and after 48 hours they just send an email saying phone. But when you phone you are patronised ' what a lovely name' etc and it just takes so long. Just find their customer services totally frustrating.
Julia Fox found this review useful
Having come to the end of a mobile phone contract, I've asked for the phone to be unlocked but Orange won't, claiming I have to go to the shop I purchased the phone from in the first place. The phone is locked to Orange and only Orange can unlock it but they're finding every excuse under the sun to prevent me using the product I've paid for. Quite unacceptable.
Julia Fox found this review useful
The worst experience i ever had with a mobile network. I'm on a supposed unlimited internet contract, but i'm not really. Orange can't even give me a clear answer as to how much data allowance i have, 2 year contract is ending in July and i can renew in a couple of days, i'm however going to cancel my contract for £87 and go with Three, hope they're the best.
I've been with Orange for years and quite often have little 'glitches' with them.... However, we normally get them sorted in the end. You have to be quite firm in getting to speak to someone who knows what they're talking about and I am getting a little tired of getting the staff at the Indian call centre to understand my non-existent accent!
Top tip - ALWAYS take the name of who you spoke to and the date and time etc. They will try and wriggle out of anything if you let them!!
Overall, the service is good, the tariffs are competitive and coverage is great.
The website however is shocking - it's always got 'technical issues' so I don't bother any more and just call them. They're normally quite quick to answer.
I have been with Orange for nearly 20yrs having had a Mobile from the very early days when it was "The future is bright with Orange"
However, they seem to have lost their way and certainly they dont care very much for their customers no matter how long they have been with them.
My main complaint is with the Internet service they provide. I have complained to them until Im blue(not orange!) in the face. The speeds I was getting were as slow as 0.67 and 0.70 bps. Every time I complained the Indian technical staff kept telling me that my telephone was at fault. Nothing was faulty according to Orange at their end. I changed from Orange to Virgin and Im pleased to see my internet speed is now nearly 10.0!! What a difference and I can now watch films that I could never do with Orange!
Having recently moved to Virgin, I thought that I would return to Orange via my new ISP Virgin and guess what, Orange is as slow with Virgin!!!! I didnt do a speed check but I would say Orange was no different and their speed is between 0.60 and 1.00!!! How on earth can they allow such a poor service while trying to blame every one except themselfs.
Virgin is not without its faults but is nowhere near as bad as Orange and its certainly much much quicker!
An Ex Orange Internet Customer.....
3 Months on and I am delighted with Virgin, great service, excellent deals if you shop around and they offer a lot of hidden extras that are FREE!!! Like free anti virus software, telephone helplines that are in the UK! Plus lots of other interesting stuff for Kids/Adults games etc. I certainly have no regrets although its a shame to have had to leave Orange after so long. I did get a telephone call from Orange and some young guy was so obnoxious and he could not understand why I had left and when I told him the above his reply was are you still in the cooling off period! He was rather forceful and argumentative and it made me glad to be leaving if this is how they almost threaten their customers! Not nice. JPS.
I have been with Orange for the last 10years, and they have always been very helpful. I had a few dodgy phones when I first started my contract but they helped me out straight away and sent new ones out the same day! Perfect service and never had any bother. Would definately reccommend them to anyone who asked for a trustworthy network.
How many times can a site of a company who are supposed to be as big as orange, spend so much time unavailable??? I have lost track of the number of times I have wanted to check my account details, look at potential upgrades for my mobile, etc only to find "this service is unavailable" or other such errors on the site.
It has actually led to me just cancelling my orange mobile contract, along with the fact that as a "valued customer" I was offered absolutely nothing and I was able to get much better deals as a new customer elsewhere.
For a site that is there for customers to access their accounts, availability is VERY important and for that reason, I cannot rate the site more than 2 out of 5
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