We called their sales team who sold us a sim card that wouldnt work because it was on a different network even though they assured us that it would. Cue the next million customer service reps who advised would be sorted in 20 days, sorted in 24 hours etc etc. Now i am left without a phone because they tell me it will take another 20 days - 20 days after I cancelled my old contract!!! Well done Orange, we wanted an extension to our contract, provide you further business and you shaft us. Now i have no communication and your reps are all as useful as each other - no help at all. Refused to let me speak to a manager and now with nothing. Brilliant service. NOT
There is nothing more to say, they must train staff to hate customers, or not be interested in selling products or actually helping people. Its unreal the how horrible they can be and how unhelpful when trying to resolve simple issues.
NEVER BUY FROM ORANGE/T-MOBILE OR GET SUCKED IN ONCE THEY HAVE YOUR MONEY THEY DO NOT CARE!!!!!!!!
Orange quite simply do not care! I won't go into the nature of my dispute with them but suffice to say their handling of it was appalling. Over 3 hours on the phone to them, left on hold for upto 20 minutes at a time, promises that a manager will call back and never did, an email address given that was under construction and could not deal with my concerns, customer services refusing to let me escalate and giving me false addresses to write to, advise to cancel my direct debit until problem sorted to be then threatened with service suspension and my credit rating being affected....these are some of the horrors I've had and why???? Because I chose to stay with them... Yes, that's right... Not leaving them, staying with them!!!
This is how this company rewards loyalty. My advice, go to any other service provider. Orange customer care are awful.
I moved to new home few days ago and all of a sudden i can't find the network at home. I thought may be due to the area! But then my friend came to my home and he had O2 and got full network. Now I call Orange to rectify the problem and as there is no network in my home I went away from my home to call orange and at that time the outside temp was -1c, I did mentioned my situation to orange and the answer from them is hold on line I can check for you. Lady on other line took around 20 min to came back to me and she said right out network is fine and we can't do anything. I mentioned my wife also got orange and she had problem too. She is speechless and after talking to her manager she goes we can end your contract. I goes what the hell? I was with orange from last 5 years and is that what you treating to your customer. She said nothing she could do but the end of the contract and return back my handset. I was furious I asked her I paid so far money to cover my handset cost and for the service. so you can't take my handset back until you paying the money I paid you to cover the cost. She goes contact termination usually cost 180 pound but we offer you free. I said you want to end my contract I just asked you to rectify the network problem but because you can't do anything you offered the contract termination. She has no answer and she said I don't know what to say. I was very furious with her responses and I am leaving the orange as soon as I have new contract with other network.
THIS WAS STILL REJECTED... EXTREMELY POOR CUSTOMER SERVICE!!
My claim for a new phone (6 months old) was rejected due to me not contacting them within the 7 days. This was my letter explaining my circumstances!
This letter and my appeal was then again rejected. When asking to speak to a manager i was told 'he cant help you' and then left on hold for 20 minutes. I also said another compnay would buy out my contract after 5 or so year of being with Orange, they replied 'OK do it'. I feel this is an absolutly unacceptable way to deal with loyal customers, and i expected better.
I would like to appeal against your decision to reject my claim for mitigating reasons.
My first and foremost, the main reason i did not make a claim immediately was due to the fact i was travelling, and there was no suitable time for delivery, i thought it didn't make sense to order a phone when i had no clear date for delivery.
I was unaware of the time scale for making a claim, as i do not have a paper copy of my contract to refer back to, as i normally renew my contract over the phone.
I was also confused by the time scale as the last time i made a claim it was after 7 days, I was also unaware that the circumstances change when you are abroad, therefor knowing i had done it before, i did not see why waiting to make the claim was an issue.
It is upsetting also that this handset and previous claim was made a mere six months ago and the handset is already unusable.
I would particularly like to fight my case here as on February the 14th, i did in fact go into an EE store (Westmorland Shopping Centre in Kendal) and discuss with a female member of staff my best options for replacing the phone, whether this be through Orange Care, or under Samsung warranty (as i have only had the handset six months, this was still an option) I was advised, which ever option i chose i would have to pay the same fee, and it would be quicker and more direct to claim through Orange insurance. At this point i do feel very strongly that it the clauses of the contact were repeated and i was made sure i was aware and told that i had to claim within seven days. If this had been the case i would have made the claim there and then in the shop. I do feel that is is important for staff to be knowledgeable on company policies to help consumers like me in these situations. If the staff are not aware then this critical information can not be passed onto customers. Although this was not logged onto a computer, i was given a new, full battery so as i could use my mobile phone, this information will hopefully correspond to the battery originally sent out with my phone, to back me up.
I do feel with all this in place, that it is slightly unfair to have rejected my claim, and i am quite happy to pay the access fee for a new one. I have been an Orange customer for the past five years, as has my father. We both rack up rather large bills at times and i also have Orange home broadband with you. I have paid for insurance ever since i took my first contract out with Orange, and me and my family have shown a large amount of loyalty to your company. In return i do not feel i have been given the service quality i pay for, and with that much dedication, i feel there should have been some leeway in my claim. My father was very unhappy with the decision, and complained to Orange stating he would be happy to change network, the reply from an Orange team member was 'thats fine, ok,' I don't feel this is the customer service or loyalty by the company we deserve for networking with Orange all these years.
I hope you can understand why i am disappointed within the company and service, and prove these acceptable reasons for not making a claim sooner, and allow me to order a new handset.
Jenni Blandford found this review useful
I had a problem with my SIM, they asked me to try a few things out: restarting the phone, taking the SIM out and back in,... since it did proved faulty, they said they would mail me a new SIM card and it arrived two days later.
I bought a new Orange 'Sidney' from Argos - one problem after another and very poor support - hours on the phone which at one point I was being charged for. Basically, the phone number on the message it sent me as the mobile number started with 44 not the uk 07 and somehow this has caused a glitch on their system - they acknowledged it was their fault but it has taken an enormous amount of time to sort this out - and still actually not! Passed from one call centre staff member to another listening to lengthy 'option' lists at the end of which you sometimes get cut off or told to dial another number. FRUSTRATING beyond words, I also have a Tesco mobile and when I had a problem with that it was one phone call to an English call centre where they immediately understood what I was talking about and sorted it at no cost to me. The Indian call centre staff ARE polite but it is huge mistake to think any money is being saved when simple queries take multiple calls to sort out because of difficulties with the finer points of language and rather strong accents. I will be sticking to using my Tesco mobile as my main phone in future and really could not recommend Orange at all.
Advice to all, leave orange asap. If you aren't with them, then for the love of all that is holy do not, i repeat not get a contract with them. Basically they have been charging me for a contract which was 2 years in length and ended sept 2012. Each month they continued to charge me.
After 40 minutes of my life and 15 pounds of credit had disappeared they finally disconnected me, but not before giving me the swift kick in the nuts, that i'll continue to treated to 40 more days of payment. Are they going to charge me for April... you bet your sweet ass they are. Oh also do you enjoy the sound of horrifically polytonal club track featuring the works of Kesha and other talentless dick holes. Then your going to love waiting 95% of the time you're on the phone, listening to all the not classics, while you feel your credit and life slip away.
Also if you got the orange care, then make sure you cancel that too, or you can expect the fiery spiked dick of satan to play more ear rape while you call back to cancel that little gem too. That is if you manage to navigate the most asinine bullshit of a dial system. I mean i love it when i have to dial my phone number and password (oh yeah it expects you to type letters with your phone, so if like me you don't own the latest idick, then you get to chow down on arse pavlova), so i get put through to someone who doesn't speak my language and ask for the same details again, but you might think different. You know if you unlike orange were gifted with a brain cell
As the title suggest, i believe i honestly would rather play twister in a minefield. At least if i fucked up then it would all be over quickly and i wouldn't have to hang up and do the dial system all over a-fucking-gain.
Because my family has always been with orange I though it would be a good idea to keep with the trend. but as soon as I started contract it's ruined my quality of life as a student. I have been over charged by at least £100 on several occassions. The way they get around this is by when you phone up to get help two problems occur. first of all it's an 08- number so you are charged. second of all they put on some rude prick at the end of the phone who doesn't have the slightest clue about how to speak english.
Even worse is when you go into an orange store or "EE" now they just tell you that it has to be sorted out over the phone.
So currently I have paid about £500-1000 because of charging me for calls that I havent made, internet I haven't used etc. I changed my nice smart phone to a shitty button phone so I didn't use the internet and I could lock my phone easily. yet they still charged me more money per month.
So for the last two months, I didnt have a phone, okay I'll pay for the contract straight, can't charge me for not using a phone right? WRONG, an extra £6.55 was added, doesn't even say anywhere in the statement as to why. And obviously I tried phoning them up again. but not being racist but in the most indian accent ever. "no sir, I don't understand what you are saying, could you repeat that. No that is not your password"
I would never recommend going to them, even if they do have Kevin Bacon as their main man on their adverts
I had a four-phone contract with Orange for about five years. Over the last two years I have been totally and utterly disgusted with their customer service. I would urge people to think vary carefully before becoming a customer. Here is a summary of the issues I experienced.
From a basic perspective, when you call them there is almost always a recorded message saying they experiencing a high rate of calls so there will be a wait – on average I’d say 10-15 minutes. It seems to me that they need to recruit some more people or sort out their operations.
I needed to get my phone hived off from the other three phones in my family, onto a separate account. To cut a very long story short, but which involved countless phone calls and assurances of action, this still hadn’t happened after six months. The way they dealt with my request was a complete and utter shambles to the point that they were next to useless. I was given incorrect information, assurances the request was being dealt with but every time I chased I was told something different.
To add insult to injury, I used the email-to-complain facility from their website twice – about six months apart, and on both occasions the email was returned with an automated message saying the system was being upgraded and so was not functioning – so annoying when after exhausting myself trying to talk to these people and then spend 20 minutes writing a note only for it to swallowed up and disappear into their shambles of an operation. The joke of it is that when you ring the recoded message trumpets about 'Orange being committed to the best possible service'. It is a joke, and complete and utter bull---t.
I have since left Orange and will never go back.
I had a landline and broadband account with Orange and, when I moved house, arranged for a transfer to the new property. They transferred the landline on the day and said broadband would be 5 to 10 working days later. On the day I moved I rang them (1hr and 15 mins most of which was on hold) to make sure the broadband transfer was scheduled and told that it was; 10 days later no broadband. Rang again (1hr 30 mins and 5 different advisors) eventually I was told that there'd been an error and the broadband hadn't been flagged up for transfer so I'd have to wait another 5 to 10 working days. That was it, I told them I wanted to cancel and was eventually put through to the cancellations department where I was told I'd have to pay a £20 cancellation fee as I was still on contract whilst I didn't want to pay anything I agreed just so I could move on. 2 months later and I'm still getting billed and am told I must ring or write to them to cancel (email is unacceptable). No matter how many times I tell them I've already cancelled they just keep telling me I haven't. They really are a bunch of bullies. Never again! I’ve now got rid of my orange mobile account as well – couldn’t get any reception most of the time anyway.
Having been a satisfied customer of orange for many years, I moved my landline and broadband to them - big mistake!! To cut a long story short I was left with no phone or broadband for around 2 weeks while orange blamed BT for the problem stating the line was down before they took it over and doing very little to resolve the situation. I had various problems with routers resulting in endless calls to India, speaking to people who could barely speak the language never mind help with technical issues. When my phone contract was up moved to another provider but orange failed to cancel contract, eventually got it cleared up and told account was finally closed and charges sorted only to receive letter form debt collector several months later. Every time I phone orange they agree no money due but I still receive letters and phonecalls from debt collection agency. It is not possible to speak to anyone in a UK call centre and I have been going round in circles for 6 months now. Now landline contract is up I have moved to another provider and despite them having provided the new service for around 3 - 4 weeks orange continue to take direct debit. On contacting them I need to give them 14 days notice to cancel a line that they haven't been providing for the last few weeks. Today I receive an email from them confirming my request to cancel TV and On demand service (which Orange have never provided). On contacting the number they quote in the email I am advised that this number is no longer in service. Absolutely shocking service. AVOID!
Also staff refuse to give their surname which makes it very difficult to quote previous conversations of which I have had way to many!
Have been a loyal customer of Orange for many years, yet when I have a problem customer services don't want to know. I am very seriously considering moving to another provider, Orange has gone so far down in my estimation.
From the very rude person in an Orange shop to being told that my problem will be sorted out, what they didn't say was 'when they will be bothered to help resolve this problem'.
Very poor battery life, keypad so small you keep hitting the wrong letters on the Samsung Galaxy Mini, I can't even connect to my email address. Bad customer services, my score would be 1/10.
Paul Davies found this review useful
Do not fall for Swappables as they do not work on modern phones, just google it and you will see. Their own website has a compatibility list but it is still reporting some issues will be resovled in February 2012, obviously they did not bother. There are some hacks out there that can work around it but i have only ever got the TV one working, gave up trying to access the free games.
When I bought my S3 the sales person even tried to persuade me to purchase additional swappables, knowing full well they are not compatible with that phone.
They also persuaded me to get the LTE version so I can have 4g, but then provided me with a 3g sim and said later I cannot have 4g without upgrading.
coverage = 7/10
Customer Service = 1/10
Value for Money = 3/ 10
Customer security = 0/10
Customer Service = 1/10
I was with Orange since 2008, like the coverage and 'orange wednesdays' (although you can get that with orange paygo sim), was lazy at changing.
Hated the constant loss of signal when it changes from orange to UMA!
The Fraud, The week of no call back, overpriced contracts, lies of telling price without vat. Terrible internet. Terrible upgrade policy, Near impossible to leave- even after your contracts ended.
Friendly but useless customer service.. noone has authority to do anything - the email system doesnt work. The only reason I got out was because I found out where the fraudulent phone had been sent to and phoned the police who threatened Orange!!!
DIABOLICAL, STEER CLEAR, 4G IS POINTLESS FOR AT LEAST 16MONTHS, BY THEN YOUR PHONE WILL NEED UPGRADING AND YOU WONT BE ABLE TO UPGRADE UNLESS YOU WANT A MORTGAGE!!!!
Paul Davies found this review useful
After taking a 24month contract out for my 14 year old son on Orange through Car Phone Warehouse, we moved house, promised by the salesman that the new house had a moderate coverage (didn't mention this did not include Internet!)...low and behold the phone has NO COVERAGE whatsoever, not for texts or calls let alone Internet!!! Went to Car Phone Warehouse - they can't help, your contract is with Orange, ooook, so I go to Orange...i have spoken to Orange customer service (which is a term loosely used by Orange...) on a number of occasions, since 8th of Jan to be precise...below are a number of responses:
1. You do have signal in your area, it says so on our website, just not for Internet - my response, I know what it says but I am telling you there is no coverage.
2. Sorry madam your right there is definitely no coverage but we don't have to do anything about that (by the way the website is still the same FALSE information)
3. Yes we can apply for disconnection but a manager has to do that, I'll get it sorted for you
4. Sorry madam nobody has applied for disconnection, I'll do that for you but you'll have to pay probably and give us the phone back - my response, but isn't the cost of the phone in the contract? Apparently not, so don't be fooled by your salesman again when they tell you that's why it's soooo expensive!
5. Sorry madam, I know I told you I would ring you or I would get a manager to ring you but I just can't explain why I have failed to keep my promises (note, this happens at least three times)
6. I will apply to head office for disconnection, we'll get back to you.
Each time I have called since, I am told the same as response 4 & 5 above. I am nearly a month later and yesterday I get a phone call
Orange: are you available to speak to a manager madam
Me: yes please
Orange: (after being on hold for 6 minutes) I'm sorry there aren't any managers available, I'll have to get him to ring you back in half an hour
BUT YOU RANG ME?!
Anyway a long story short, I am stuck with a phone that does not work, paying £26 a month, still waiting for confirmation of whether I can have the phone disconnected or not and if I have to pay or not...let alone I still await the call from the manager and to find out if I have to give the phone back!
I have also contacted Ofcom...the consumer protector...who can do NOTHING!
Looked into the official Orange complaints procedure - you can't complain until they have done nothing for 8 weeks.
Asked for a signal booster which orange say they will provide- can't have one and have no explanation as to why.
Been into store, they don't do customer service, you have to ring India.
This is a small irritation in comparison to the above however, I have had to ask the same poor response to be repeated a number of times because I don't speak Indian ( I could have probably learnt in the time it has taken!) and the hold message repeats to you 'orange are committed to excellent customer service and our calls are recorded for training and monitoring purposes'...no wonder the service is repeatedly shocking if new members are trained to respond with the same rubbish!
FINALLY, the free customer service number only works from an orange phone...funnily enough OURS DOESN'T WORK!!!!
After 25 years with an Orange contract I decided to drop to pay as you go and unlock my iPhone to any network. Since September 2012 I've attampted 4 times to get this done. Only to be told it will take 28 days to process and that this was being processed. NO IT WASN'T. I tried on numerous occassions to speak to someone about the problem only to get cut off or told it was in progress. I checked today on the status of my request to be told that there was no such record. AARRGHH. I also tried to email their customer service department. Nice and easy I thought but only to get a reply that they are changing their email system and that the message I sent wouldn't be actioned. How can a global company not have email ?
Absolutley shocking customer service. Great if it just works but god help anyone who needs something sorting. Apparently according to the info on this post orange will be informed of their rubbish customer service. Good luck with that, I don't think they have an email system yet, after all it's only 2013 or is it 1963?
After 4 phone calls and a letter of complaint I am still no further forward in gaining full access to my online Orange account because of a technical glitch that asks me to contact the person who manages the account so I can upgrade - which is me! I won't be using them again if they can't even get this right.
Have been an Orange internet user since the freeserve days!
Spoke to Orange at the beginning of November to enquire about the prices of their new fibre packages. Couldn't get any decent deal so decided to stick to my current non-fibre package. Middle of December, noticed a message on my online account saying "an order was being processed". Phoned Orange around the end of December to enquire what this was, only to find out that they had started to process a fibre order from my call in November - even though I didn't want it. They admit a mistake, since the order hadn't been placed properly. Unfortunately I used this opportunity to enquire again about prices but, since still not a good deal, declined and was told the erroneous order would be cancelled.
Today, noticed a bill for over £100 on my account - phoned Orange, they are still progressing an Orange fibre order and have no record of my trying to cancel at the end of December! Have now had a "miss-sell" case raised (even though I wasn't actually miss-sold, since I didn't agree to go ahead!) and am waiting a call back from the miss-selling team, which I'm told could be around two weeks.
Everytime I call Orange, the automated message tells me that they are currently "extremely busy" and I "might have to wait a long time". How true....
This confirms everything I know about Orange. They are O.K when things are going well. If you need to contact them, you might experience problems.
Phew! Am I relieved to have finally come out of my Orange phone contract. I have been with 4 mobile phone companies and Orange has been the worst. When I took out my contract with Orange I had technical issues with my phone. I found myslef calling their Customer Service team on a monthly basis as my main problem was the contacts and mailbox never synchronised. The average call last approximately 2hrs and they won't call you back. The staff don't really understand English and the ones that do, certainly don't have customer service in mind.
I was tied into a 18mth contract. After a year of technical issues, very bad network coverage and problems with connecting to the internet. I requested to be released from the contract. I was so kindly told by a manager that the contract between Orange and the Customer is only to provide calls and text messages. As long as I can receive and make those, Orange was not in breach of the contract.
I am still annoyed about wasting money on an "upgrade" for additional phone features only to spend hours on the phone to their call centres and achieve nothing. I'm now free from their terrible services and have cancelled both my broadband and company contracts. I have also since discovered that there not many people on Orange; only a fair few who have bought their pay and go sim card for 241 at the cinema.
I ordered an iPhone 5 online with this company back in September and had to pay £50 deposit which would come off my 4th bill. I cancelled the contract after a week after Orange said they did not know when i'd receive the phone and i would get my £50 back within a month. A month had past and still no refund! After spending 2 hours on the phone getting transferred from one department to the next the phone went dead (lines had closed) Ring again the following day and was told i would receive my refund in 10 days. 10 days later and still nothing! Rang again and told yet again 10 days. It's not the end of December and i still have not had a refund. Who do they think they are? If i owed them money they would soon be on my back for it! I have had to result in writing a letter to them threatening legal action! Like i have nothing better to do with my time that writing letters to them asking for MY money back. Will never go with Orange in the future!
I have been with orange since the early 1990's and loyally resisted the offers of other networks during all that time.
I lost my job in late September and decided that as I was no longer using my phone at work, and the 2 year contract was up, I would call orange to try and cut down on my £50 per month average mobile bill (looking back I was paying double what I could get from other networks). I asked what was the best they could do for me while I was out of work and just getting job seekers allowance. They said as I only used about 500 mins per month I should go on a SIM only package 600 mins for £26 per month. I said that was the absolute most I could afford on my unemployment money. "This would be ideal for you" I was told. Unlimited texts and 500 Mb internet
Well the first bill came at the expected £26. Then the November bill came in at a staggering £177!! When I called to ask why, I was told that someone would get back to me within 24hrs. When they didn't call back in the promised time. I called again. I was told that there had been an error and I had been billed for inclusive minutes, they would re-calculate and call me back within 48hrs. Still no call back so I called back after 3 days and was told "You don't have any magic numbers on your account as it is a SIM only contract so all calls come out of inclusive minutes”.
(Magic numbers are orange numbers that you nominate and calls to those numbers are free. You earn more magic numbers the longer you stay with orange. I had up to 12 available including friends and family members). They also said I had gone over my 600 mins and used 830-850 mins (can't remember exact number but was in that range)
I said that there was no mention of losing magic numbers on a SIM only contract when I was advised to go on this package. They said as a 'goodwill gesture' they would credit me with £30! Big Deal!!!
I said not interested. I had been mis sold the package and I would have been better off staying on my original £50 per month package. They need to sort it out.
Am I missing something if I understand a SIM only contract means that I am paying for the same as a normal contract except for the phone itself which I have paid for over the last two years in my monthly bills?
After a total of 8 or 9 calls where orange failed to call back every single time without fail. I received a call on my landline from the collections team asking if I wanted to pay the outstanding bill. I told them I was still awaiting the outcome from a promised 48hr return call going back to about a week before Christmas.(it' was now dec28th).
I was passed on to a lady who although very pleasant and helpful and actually spoke very good English (unlike some of the previous ones who had difficulty understanding basic English and spent half the call repeating everything that was said), she was still unable to sort it out to a satisfactory conclusion.
She also told me that in November I had used over 930 minutes (that figure has changed from the previous 830-850)
The latest is that the bill is now up to £210 including £36 December bill. They have offered to credit my account with £100 leaving me to pay £110 (remember I was told that I would be best on a £26 per month package. I said it's not good enough as I cannot afford to pay £110 out of a total of £142 which is my fortnightly Job seekers money. It would leave me £32 to last 2 weeks. The lady then offered to change the SIM only contract to 1000 mins, unlimited texts and 250Mb for £26. She wouldn't put me through to disconnections (customer retention) as I still had an outstanding bill. I won't be cut off yet though as she has tagged my account as such. The unfortunate thing is all my job seeking letters, agencies and CV's I have sent out have my phone details which is not going to look good when I have to contact them and advise of a new number.
I am very angry at orange for the service and lies they have fed me. My family are all ready to change over to another network; some of my friends have also got the arse with orange and have already gone to 3. There are a whole group of us going to do the same soon. For £26 on 3 I can get 2000mins + 5000 3to3 mins, unlimited texts and sh*t loads of data. It's a no brainer. Orange are only holding on to their share of the market with the 4G EE carrot they are dangling (which is very limited in coverage anyway at the moment)
Orange have to be the worst mobile phone company ever !Rubbish signal ( since EE ) ,customer service advisors that you can`t understand , Rubbish customer service , Rubbish offers oh and they just luuurrrve to mess up your account then over charge you and won`t refund you the money they took !Who in the right mind wants this kind of service ? I changed to o2 and wow what great service 100% throughout !I have just experienced the worst customer service you could ever imagine!
How does some company ( orange ) remove nearly three times the monthly charge amount from your bank account for a cock up they made and admitted to and then say we won`t refund you but keep the money instead and use it to pay off your orange bill in the near future ?
Along with swopping my tariffs over and changing my password without my even knowing ?
This is exactly what orange have just done to me so if let`s say they take most of your wages from you because of a mistake orange made then that will leave you completely skint all over xmas because they WON`T give it you back because of there terrible ( **** ) company policy !
Surely there must be a law about taking money from your own account by mistake and not returning it ?
If it`s not a rubbish orange signal it`s awful customer service and taking your money because of a serious mistake by orange and then NOT giving you it back is disgusting in all area`s !
You have been warned as this is a 100% true incident which happened to me on the 26/11/2012 ...
The simple solution to avoid rubbish customer service and having money removed from your bank account and then not returned is to NOT JOIN ORANGE !!!!!
As for EE ha yeah right ! lmao more like NN ... naff all nowhere!
I am putting in a strongly felt complaint about the way I have been treated as a long standing customer. I have been with EE (formally Orange) for five-six years and my whole family are on the network too, meaning another four customers being with you a similar number of years. But with the problems I have recently had with my Blackberry Bold 9080 I have found that my loyalty to stay with your network for such a long period doesn't seem to be noticed.
The problem I am having is that my Blackberry is showing on the screen I have full strength signal but I won't receive anything for hours until I try to send a SMS message or call someone to find that the message/call fails which then leads to me doing a battery pull and a huge cluster of messages come through but for out going calls its still only on the 3rd or 4th attempt that the call actually goes through.
I have spent numerous hours on the phone to EE to try resolve the problem and have had to wait over a number of days for different diagnostic tests to be run and from all that they couldn't even give me a result. So I then got passed onto Blackberry Helpline who I have been on the phone to for 3 hours tonight, to now do another 24 hour test on the phone.
This whole situation is becoming ridiculous and could be dangerous to me. I am a student living away from home; so for one my mobile phone is my only resource in an emergency. Then even worse when I mentioned to a lady on the EE helpline, that if something happened whilst I'm out, EE seem to find it reasonable for me to have to do a battery pull on my phone to then be able to contact someone and to me that is not acceptable. Another reason I mention this is because I use my Blackberry for work and these problems have meant I have missed important meetings therefore causing me more problems in other areas.
This isn't the first time I have had a problem with Orange/EE and Blackberry's. I have previously had the curve and had to change that handset at least 4 times and this is the 4th time I have had a problem with the Blackberry Bold. When I went into store to ask about this problem, the gentlemen that served me said that seen as it was the 4th time I have had a problem with the handset it meant that I could receive a complementary upgrade of sorts. But then when I rang up EE they then said that wasn't the case and to upgrade I would have to pay off the outstanding cost on my contract. So I have been told completely opposing statements and it has given me even more reason to think about moving to another network when my contract comes to an end, which for me was the last resort but at the moment seems like I have no other option.
Finally I am disappointed in the way EE have acted over my problem, thinking it would have been a simple upgrade -as I had been told in store. But seen as that is now not the case I am left without a phone and feel completely discarded by EE.
I am currently on a 24 month contract on iPhone 4. My contract ends with Orange on 18 Nov.
I called Orange on 150 at 17:58 today on 13 November 2012. I was on hold for 5 minutes then got through to a customer service representative. I explained that I was approaching the end of my contract and that I wanted to switch to a 30-day rolling SIM only plan. I was told that this was possible but that she had to transfer me to another agent. I was then passed onto a man who I explained my situation to, again, since my 2-year contact was finishing, I wanted to switch to a 30day rolling SIM only plan. He then told me that he wasn't able to help me with that, that he was only able to upgrade my current plan and that he was told that was what my call was about. I calmly explained to him that I was very clear with the last agent and said, could he please help me with this. He said no again, and said, he wasn't able to help me with that, that it wasn't able to be done over the phone. I said, I knew it was able to be done over the phone, and he said again, no, that it had changed 4 days ago and that I had to go into an Orange Shop. I explained that I went into an EE shop (I was in one at the time) and that they told me to call 150. He then said that EE shops couldn't do it, but that Orange shops could. At this point I started to get frustrated and asked him if I could speak to another agent or a customer service representative to file a complaint. I knew at this point that he was just lying to me. He said the only way to file a complaint was over the phone to him and that he would pass on the message. I then asked him for his name (knowing full well he wouldn't file any complaint) and he hung up the phone on me.
I can't say how upsetting this has been. As my contract is done, I am under absolutely no obligation to remain an Orange customer. Yet this person did everything in his power to prevent me from changing my plan (even though I was still at this point remaining with Orange).
The thing that makes me even more angry and suspicious that this is a cultural problem with the customer service staff at Orange and not just a one-off issue is that 4 years ago I was an Orange customer and found a better plan with O2. When I contacted Orange to get my PAC code to switch to the new provider, they refused to give it to me, saying they couldn't. I had to call back several more times to find a customer service agent who would give it to me, and even then, they took a week to send it to me. While with O2 when I decided to give Orange another chance, they were able to provide me with my PAC code on the spot.
It is obvious that Orange's customer service training is focused on keeping customers at high tariffs by force, bullying and making switching as difficult as possible. In an age when customers have so much choice, and so many ways to air their complaints, this is a very stupid way to operate in my opinion, as Orange will anger their customers so much they will resolve to never use Orange service again, and do everything in their power to let their friends and family know how poor Orange customer service is.
To confirm all of the above, i tried to email their customer service feedback as per the instructions here: http://www1.orange.co.uk/documents/about/Orange-complaints-code-20110118.pdf and was promptly emailed back with a response saying that the customer service email is no longer available. Wow, Orange really go above and beyond to prevent people from providing you with feedback - kudos.
I don't even know what I expect from Orange now. I think I just want my PAC code so that i can switch to another provider who would be happy to have me.
Following numerous attempts to try and resolve a combination of errors and problems on my Orange account, 4 months on I continue to talk to operators who do not know what they are doing or how to resolve the matter. Recorded correspondence has been sent to Orange Customer Service, to the address detailed on their website, yet to date they have chosen to ignore this with the 8 week response period expiring.
Having made the mistake of extending my contract with Orange following an extensive sales pitch, of what I now know to be utter lies, I am confident in suggesting that you are better off using an alternative service provider. Whilst I cannot guarantee a smooth ride with a competitor, I can assure you that the level of customer service will go far and beyond the level that Orange operate at.
Please be assured that I am not marking Orange at 1* because I want something out of this. I do not believe in demanding 'compensation' based on a poor experience, however I do believe that when a contract is signed a company has a responsibility to adhere to the customer service statement.
My suggestion to Orange - stop wasting money on annoying and poorly executed cinema commercials and direct this budget, or at least a portion, into staff training and maintaining existing customers. Alternatively, if you insist on steering customers to your website improve this along with your mobile app so that it can handle the level of traffic required.
Tried to get my iPhone unlocked from them they refuse saying I need to now go on pay as you go for 3 months even after phone was on contract! They just hang up on you if they can't answer the questions you ask. The email support don't work.
I called back on
Y to have phone cut off on me 3 times! I have now given up and got a 3rd party to unlock my phone.
Avoid at all costs unless your are sucker for bad service.
Once they've taken your money and credit checked you, they can send you a text on the same day saying "we're not going to deliver on the date we said we would".
You can cancel the order, but it's not like they will refund you within their expected timeframes. I have 4 "escalated" requests with the "sales support" team - apparently the only team who can process refunds, and they have no phone numbers for them, cannot put you through to them.
Today marks the 19th day since cancelling an order as a prospective customer. And that's the duration they've had £220 of my money and have been taking their time to give it back. Totally not as per their support pages: http://help.orange.co.uk/orangeuk/support/personal/496277/2
They say they will call you back but they don't and everyone you speak to will say "we are inundated by demand at present", or "there's nothing we can do for you except wait for the team to get back to you".
I've been with them for nine years and I've just upgraded my monthly plan once again. As my upgrade was due I phoned customer services and was dealt with by a very approachable and helpful guy. With big companies like this I was expecting to have to go through the threat of cancelling to get what I wanted but from the word go he listened and offered what I wanted.
Most phones we looked at he had a price that was better than that advertised and he eventually saved me £10 a month AND increased my minutes, data etc!
I would highly recommend and they definitely did their bit for existing customers
When I was with Orange I found that the deal I got at the time was great - unlimited internet access and a free iPhone etc. However, I constantly had signal problems with their 3G service - even when I was in central London where you would assume they have loads of masts!
I called to complain but they reeled off all of the old stuff about how its in your contract and iPhones aren't reliable when it comes to 3G etc.
I eventually got some money off my bill for their shoddy customer service, but I couldn't escape my contract and had to put up with rubbish 3G for another year.
Towards the end of my contract I damaged my iPhone and had to resort to using an old 2G phone (there was no way I was going to renew my contract with Orange!) and when I phoned them up to asked them to downgrade my tariff as I explained I no longer was going to need the unlimited internet access, they at first told me this wasn't possible, and then begrudgingly took £5 off my monthly bill.
Needless to say I cancelled my contract as soon as I could and went to O2. Everyone seems to have mixed views of phone companies, but I don't think I'd chance Orange again.
Emilie found this review useful
I'm coming to the end of my 24 month contract, Orange sent several texts, making offers to upgrade my phone to a better model.
I went to my nearest Orange shop to discuss these options, only to find the assistants didn't know anything about these offers.
I then rang to cancel my contract and was offered a deal of a new phone etc etc for 14.50 a month. I said I'd look around and then get back to them. I visited the Orange website to see the phone and its features only to find that the deal I was being offered was actually more expensive, and they were offering upgrades for existing customers for 10.50 a month.
Terrible terrible service, I've not seen so many employees clueless about their services.
Just a quick message to thank one of your employees who I spoke to over the phone today at 14.00pm called Rup. He was absolutely fantastic and was a real pleasure to talk to!
He was kind, thoughtful and could very easily put himself into the shoes of the customer - I felt very comfortable dealing with him.
He informed me that I could go down to a £31 a month contract (saving me £5 a month!) and even added on 100 extra minutes for me for the first 2 months - for FREE! To help me with the transition of going down to a smaller tarrif. He let me know that I have 5 magic numbers to add on to my account and also answered all my questions about splitting my account.
Very helpful, knowledgable and a REAL CREDIT TO THE COMPANY!
So thanks very much Rup! Hope to deal with more people like you in call centres in the future.
One very happy customer
Orange has the best variety of PAYG options, and you get free items like unlimited internet and free texts when you top up.
Their voice menu when you dial 450 has to be the best system I've ever used worldwide. It's so good, it's almost fun to top up your account.
I wouldn't trust this company further than I could throw them. I've been a long-term user, but their business practices seem really 'sharp' (ie: not in a good way).
Deleting my on-line account didn't go down well, neither do their infuriatingly boring texts, telling me all sorts of garbage that I don't wish to know (and I *DON'T* like being interupted by your frequent, useless, *intrusive* advertising texts, Orange!)
If I had a bit more spare time I might shop around for another cell phone company, -- (but maybe they're all as bad as each other?)
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