Orange Customer Services

From Surrey, 1 post

Has anyone cancelled their contract with Orange and had to pay to take their mobile number with them. Also has anyone paid off their contract before it ends and had to pay to end it and also pay up to the 30 day notice. I am glad I am leaving Orange, they are awful

1 post

Originally posted by BINNS on 12 Oct 2006 5:23 PM
Has anyone cancelled their contract with Orange and had to pay to take their mobile number with them. Also has anyone paid off their contract before it ends and had to pay to end it and also pay up to the 30 day notice. I am glad I am leaving Orange, they are awful[/QUOTe

You do not have to pay anything to take your number to another network, you will have to though buy out of your contract until the end date, minus any vat

1 post

I just wanted to share my experience of Orange 'customer service' with people as a warning to stay away from this company!



In March 2006 I bought a handset and tarrif on the Orange web site. It arrived but I wasn't happy with the payment date (I like to pay my bills on pay day). Easy I thought, I will call up and change the date. Who wrong was I?



After a 20 minute wait I got through to a rude agent who said that I was stuck with the payment date and tied into a contract so there was nothing that I could do. Wrong, I had a 14 day money back guarantee so I retuned the phone and set up a contract with 3 (who are great by the way).



What followed was 9 months of receiving bills for a phone I no longer had, hours on the phone trying to get someone to sort out the issue (which nobody seemed willing or able to do), call centre agents saying that they could not help me as I had bought the phone from their web site, getting passed from pillar to post around different departments and people not calling back as promised.



In October the problem was finally sorted out by a member of the billing department who said that she couldn't understand why nobody had sorted out the problems before (as the issue stemed from the fact that although the phone had been processed as returned nobody had thought to deactivate it!). By this time I had received letters thretening to take me to court. She told me to ignore the letters and that my credit history would not be affected.



Wrong again! I went to but a new car a few days ago and was horrified to be refused credit (this has never happened to me before as I have never had any adverse credit history). The reason? My credit file shows that I have defaulted on a credit agreement with Orange (5 months in arrears).



I'm now in the process of phoning round Orange again and sending letters to get this issue corrected. I feel physically drained by my dealings with Orange. I whish that I had never set up a contract with them!

From Wirral, 7 posts

After many years with Orange, I once was impressed with the network and their customer service commitment however they seem to have lost thie way now and the customer is just seen as a cash cow which can be milked for all it's worth.

Absolutely diabolical customer service. more than often additional content to the chosen tariff can prove to be somewhat expensive.

If pain is your thing, try to contact customer services and get a successful outcome to any problem or grievance you may have, it's like pulling teeth without an anasthetic!!!!!!

1 post

Originally posted by ME111111 on 7 Oct 2006 6:30 PM
on 7th aug 06, i tried to top up my phone over the phone with a debit card, but because my security code had changed i had to speak to someone, so i topped up £10 when i got off the phone i checked it... £0 i phoned them back up again and explained. They tried it again and it went through. a few days later my bank statement came through orange had taken £20! but only £10 was on my phone!i phoned the bank, they told me i should go through orange about this, so i called orange, they asked to fax my statement across, which i did. i phoned up a few days later they misplaced my fax but found it and said i needed to speak to a certain person and THEY would would call ME! 3 weeks on and no call. i emailed them i phoned them god nos how many times but today was the last time, they told me to go to my local branch and they would sort it. all they did was call orange customer services and told me i have to call them back next day. so now I've had to go through the bank, the bank will pay me my £10 and orange will HAVE to pay them, lets see how long it takes them to pay the bank, not very long i bet! i advise everyone not to top up by card over the phone I've not done it since!

I also had this problem last week, I asked the customer services to top up my phone by £5. They did that, and took £15 from my bank account.
(£10 may not be much to some of you, but to a child on £5/week it's alot!)

So I'm going through my bank to refund the £10 - my bank said that they could refund the money in 2-3 days, compared to the 15-20 days Orange offered me if I mailed my bank statement to them.

They have good offers for PAYG mobiles (I get up to 1000 texts/month and 15p/hour calls to a few friends on Orange) but the customer service is appalling, and if I ever get a contract phone I will definitely not get it with Orange, as I don't trust them with my bank details.

1 post

I have just recently had the worst customer service i have ever received in my life from Orange. I am not one who usually complains but now I have written a letter of complaint and everything. I called to upgrade my contract and was promised delivery of my new phone last monday. It didnt arrive and when i called orange i was told i was liable for it as it was being delivered to my work address. Apparently it was delivered that monday morning and someone with a name i had never heard of had signed for it although i work in a small office of only 3 people there was no way it was delivered. But I was to go around chapping the offices in my building to find out where it was and was told there was nothing they could do to help me and to claim the phone on my works insurance!!! i was so disappointed with the lack of help. After about 8 phone calls later between orange and the delivery company i found out it had been delivered to the wrong address- a high school 12 miles away! i was then told by orange that they would send a new phone out to me to receive today so I called them earlier only to find out that the phone was not on its way and apparently there were no deliveries in the area i work. I was then told to send over a disclaimer saying that i had not received the phone and basically i have to play it by ear regarding when i will now receive it as they dont know!!!! I am absolutely astonished at the service i have received. In all my working history this is not the way you treat customers! Orange are committed to providing excellent customer service! sure.

3 posts

Quite frankly I think they are the worst of all the operators...I changed from vodafone years ago as I knew someone who worked there and they had told me what kind of antics the customer service staff got up to with customers who made a complaint....Now I fear this has happened with Orange...why is it when you pay for a service that you don't actually get and with a phone that doesn't work, they will not help you? I am normally very patient and compassionate but with orange customer services I have had enough! Anyone got any suggestions of how to take this forward and get a service that I pay for?

3 posts

here here they suck!

1 post

hi, i need help
i was lied by Polish Orange
consultants were saying that i will get 104 minutes to all phones (in Poland we still pay monthly for some minutes )
previous agreement was 90 minutes and consultants before signing new agreement told that i will have 14 minutes more (cause i am consumer of this company since 2002) and after 2 weeks with new agreement i ran out of minutes !!!
what happened ?
i found that on agreement i have 30, i repeat 30 NOT 104 minutes for almost 10 euro :/
!!!!!!!!!!!!!!!!
i was lied
previously i had minutes counter on www, now i cannot know how much minutes left to talk :/
i have commercial SMS 3 times daily !!!!!!!
i have only spam SMS and 30 minutes
in previous agreement all was okay, but i was lied
since month (new deal agreement term) i have only troubles

Polish Orange dont cares, they sent letter on my claim, that "you signed deal and offer was clear" etc.

thay want 200 PLN (over 50 Euro) when i want to resign, cause i was cheated

help me, as in Poland Orange cheats clients !!!!!!!
i was told to have 104 minutes and 2 free numbers
i have 30 minutes and 3 SMS spam messages daily