Orange Pay Monthly Review

Overall Rating

Good at sales...attractive shops and sales guys

I found Orange have very rude and unfriendly customer care, doesn't allow e-mail communication whatsoever (only phone conversations which do not have any records), breaches contract by not sending appropriate notice of charge changes and then claiming to have sent them.

I took a pay monthly connection from Orange with a 24 month contract. Just three months later, I realize that I have to suffer for 21 more months without any option.

I used to make most of the calls to call forwarding number starting with 078**. Orange took a decision to exclude all the call forwarding numbers out of free minutes from 15 Dec '07. I realized this only on 4 Jan '08 after seeing my bill. By that time it was too late as I made up an extra bill of £ 130.

When I contacted Orange customer care, the customer care rep said that they sent me either a letter or an SMS about the changes on 15 Oct 07 which I never received and I told the same to him. Then he said he shall call me back in the next 20 minutes. I never got a call back. I called them up again and this time I was in for a shock.

This time the customer care rep who received the call said that it is not possible that I missed the SMS and that he was surprised that "I was the only one among 100s of 1000s of subscribers" who is complaining about not receiving the message. Well, I am not a kid and I do know how to receive and send sms'es (for records I worked for a reputed mobile manufacturing company writing software for GSM mobiles and I do not know to play such cheap tactics) and it is sure that they haven't sent any SMS to me. Surprisingly this time they did not mention about any letter sent because they know that they never sent it. And they claim to have sent the SMS.

When I said that I need to terminate the contract because of their change of T&C's, he was rather rude and said that I lost the choice of terminating the contract because I haven't responded within 2 months of they sending the SMS (which they claimed to have sent it on 15 Oct and which I never got). And he was pushing me to end the call. When I asked him if he could send me an e-mail stating that "they have sent the SMS" he was prompt in saying that they don't have external e-mail.


My humble request to everyone is do a proper research and talk to your friends who have taken an orange connection for some time and then take a decision.

I definitely give a 100 % thumbs down for Orange pay monthly connection. It's has been downhill all the way.