customer service is a sham

Ever since orange joined with EE my service has been rubbish even the customer service used to be really good, now your treated like dirt,

I've been with orange 12 years or more and never had a problem, previously when my contract has been up for renewal they have rung me to ask about phones and plans, not anymore,

over the last few months my bills have been massive so I decided when my contract was up for renewal that I would try somewhere else, when I rang to disconnect the customer rep told me I had to give 1 months notice even though my contract was over...
.
I like most people I'm a busy person and completely forgot the date of the disconnection which happened to be today 21/05/13 9am,

as you can imagine I thought my phone had a fault at first......

when I realised it had been disconnected I rang a rep and asked for the Pac number to transfer my phone number to a new provider after all it had only been a couple of hours after disconnection......

4 phone calls to 4 different reps I gave up and got a pay as you go sim to see me through the day
as soon as I got home I looked for the letter and disconnection date which was today....but the letter clearly states that if I decided to return up to six months down the line I can have my old number back, so why the bleepin bleep cant I have it now???

Everything going Nowhere!!

Since orange have come together with T Mobile under the EE brand it's been down hill. I have been with orange for 13 years and have watched them go down hill with their cutomer services. The customer service is like the lotto on the day you ring and see which call centre you get. They make up their own rules as they go along. I have had signal issues recently and I get the same line every time I ring informing me the mast is down in my area and they are working on it.

The mast seemed to be fine for all the years it was just the orange brand and since EE it's gone down,,

Please think twice about joining EE brands as they are a bunch of cowboys, I have emailed the CEO Olaf swantree twice with no avail, telling me customer service is at the bottom of their list.

You will also recall they have been on watchdog and if you search the Internet you will find many fraustered customer with the same issues.

It's a shame as orange was a excellent network to be on, but now it seems profit is ahead of customer service.

So think twice!

Rubbish

Disgrace of a company, they should be closed down

never ever go to EE AND ORANGE BROADBAND .

I apply for EE broadband on 19 march and customer service said that engineer will come within 10 days and he will connect internet to my home .They really pissed me up and couldn't supply internet in 21 days .They connect two line to my home and charge me 2 time bills and when I notice from my bank statement I called them to ask about it and then they said they will not charge me for next month which will free for me ): which mean not free axcully they already charged me twice bills in one month period . Internet speed is totally poor ); and they lied to me that I will get 1000 minutes to any network mobile from my line rental plus unlimited internet with only £25.but they charged me £29 and twice .also they told me that they will not charge for engineer but after connecting internet they said they charged me for engineer also .I am giving 0 score to EE broadband and please do not apply for internet from EE .

They made me troubles 5!!! times already!!! NEVER choose Orange!!! Never ever!!!!!

I want to protect all people from this beastly office - Throughout the year they have drunk so much blood out of me, so I messed up the nerve!
5 times they withdraw money from my account ahead of time, before a specified date in the contract! Here are today - they presented me with not a pleasant surprise - withdrew the money from my account for 1 day before it is written in the contract. That in turn led to the inclusion of an overdraft on my account, Now, my credit score went down and I can not get a bank loan.
5 times they are not spelled my name and last name correctly - because of this Direct Debit did not take money from my account on time.
I am looking for any way to terminate all relations with this horrible company and disgusting service. I so regret So regret I used to choose Orange once... So regret!

Very poor customer service

If you want to buy something from Orange, it will generally be a pretty straight forward and easy process. When something goes wrong, it is a different matter entirely.

I have had to call Orange every day for three days to resolve a relatively simple issue. Today, I have been transferred back and forth over and over again and each time I am on hold for around 10 minutes. Even the automated message is at times rude and abrupt.

The first advisor I spoke to today transferred me immediately and advised that the next person I will speak to will be able to resolve the matter. Hold. The next person gave me a "direct number" to call because he was unable to help me. He said that I will go straight through to someone that will be able to resolve the matter. I dialled the "direct number" and went "straight through" to an automated menu. The person I then came through to was aggravating, not at all knowledgable about Orange or the products and transferred me again!

I have no confidence that this will be resolved and I'm starting to think that the only way this situation will be over is to accept that I have lost money and to forget the whole thing ever happened.

Each person I've spoken to has been difficult, unhelpful, had a distinct lack of knowledge and proficiency and has simply transferred me somewhere else.
I'm still on hold and the next person I speak to will be the fourth person I have been passed on to, today alone.

I would suggest to Orange that if they plan to continue to operate their customer service centre this way, they should consider having more relaxing hold music because by the time I get through to someone after listening to this hyperactive pop rubbish for 10 minutes at a time, I'm so pumped up I feel like unleashing on someone!

UPDATE: Finally got through to someone that knew what they were doing and actually listened to what I was saying. It only took 40 minutes and four customer service representatives.

Isabel Popa vond deze beoordeling nuttig

never take customer service rep word for it!!

it takes numberous days get my number transferred to orange!!
i called everyday and they kept saying the number is going to be transferred today today today..
never take their word for it!!
make sure u call at least 3 customer service rep!!to get a proper answer.
one of them put me on hold for a hour without even telling me!!because she was annoyed and constantly avoid answer my questions!

Orange - a shambles

Had numerous phone calls from Orange to upgrade my phone, but refused as all they wer offering was a NOKIA 100. No good to me as I needed a camera on phone. Eventually contacted again and offerred an ASHA 300 back in November 2012, but when it arrived it was the wrong one. A NOKIA 100 turned up instead of the NOKIA Asha 300 agreed on the telephone. (simply a phoen in a box with a leaflet- no invoice or contract).I tired to call Orange, but failed to get passed number 3 in the queue on 4 seperate occasions. So I tired to e-mail them but got a response to said their e-mail system was down.

I wrote to Orange on 26th November to cancel on 26th November 2102 (well within the 7 day rule under DSR).

Orange ignored this letter, so I wrote again in early January2013. Got a telephone message on the second letter saying I needed to contact Carphone Warehouse. This I did and was referred back to Orange.

Wrote again but again this was ignored by Orange. A couple of weeks ago I was contacted by a debt recovery company threatening court action. I explained the background to the situation, who agreed to refer things back to Orange.

Got a letter form the debt recovery company stating that I should contact Carphone Warehouse. On this occasion I was put though to e2save as they were the compnay responsible for providing the wrong phone. How e2save come into the issue I have no idea.

E2save spent 30 minutes or so telling me that I should have contacted them directly, but as I tried to explian to them, how could I contact them when I had no idea who they were. E2save were never mentioned in any conversations leading up to rhe upgrade. The first I heard of e2save was earlier today.

I am sick to death of been past from pillar to post on this. I contacted Orange as the provider to deal with the issues raised. I have paid my bill to them on direct debit for many years, not to anyone else.

They couldn't care less about customers!

My son was on Orange contract which was due for renewal at Christmas so we upgraded his phone and took out a further 2 year contract with Orange as he had been quite happy with them.

The first problem started when he tried to get access to his "swapable" which Orange where giving free with the particular contract he was on. My husband works in IT and my son is very savvy with mobile phones but neither of them could get this swapable to work. We phoned Orange and where promised a call back - they never did. Over the course of 2 weeks through Christmas and into January we where given so many reasons / excuses why it could not be connected - no 2 answers where ever the same. We were promised call back on 4 separate occassions - we never received one! Eventually my son went into a store at Carphone Warehouse who sorted it out for him.

In March this year I then received 2 separate letters, with 2 separate account numbers, from Orange telling me that my contract fee was going to be increased - as I have only ONE account in my name with Orange (the one I have for my son) I was very concerned about this. This is where the REAL problems started.

It took a total of 8 phone calls, 3 promises that a Manager would ring me back (none ever did), 2 emails - both returned saying their system was being "upgraded" and they could not response by email at this time (it didn't tell you this until after you had spent a considerable amount of time composing, and sending, your email first!!) to discover that because I had asked for my sons mobile number to be transferred over to his new contract, which they did, their system had somehow managed to default another mobile number to his old contract and I was actually paying TWO contracts - and had been since January!!!! They offered NO explanation, NO apology, NO compensation.

Customers are clearly an inconvenience to Orange. Yet another company who has got "too big for its own boots" and doesn't give a dam about you as long as they are getting your money.

Terrible - poor network coverage combined with inflexible customer service equald apalling customer experience

Have been with Orange for a while and have been trying to leave them almost within 2 months of joining.
The signal is poor in most area I travel through. Very unstable. 3G is slow.
They have increased prices through the contract and could not cancel.

Absolutely terrible!

terrible!!!!

i bought a pay as u go mobile for my daughter and also a £10 top up voucher, i had to ring to register the phone and sim and i was told the voucher would take 4-6hrs to be added on. 4 DAYS and 8 phone calls later, i am still no further forward....i asked to speak to the line manager and i was put on hold for a further 20mins only for them to cut me off and again i had to ring back.... its cost me a total of £22 in calls and at present i am waiting for the manger to call me back (very much doubt he will!!) this is the worst mobile company i have ever had to deal with, my daughter is very upset as this is her first mobile and she was over the moon when she opened it on her birthday, as yet she hasnt been able to use her phone. i will never ever use this company again, i only wish i had bought a different ohone on a different network, im going to get the phone unlocked and put her on a different network.. absolutely disgusting..

iphone 5 s

having a faulty iphon 5s contaced orange they wanted to replace it 500 pounds or we have to trave to reading to iphone shop 50 miles away i think this is discuning by orange as the no one mobile phone proveder you would think they would treat loyal a bit better than this so if you buy a iphon from orang or ee be carfull if it goes wrong

try to charge you for things when they tell you they are free!!! sneaky company!!

I have been with orange for years, but in the last 6 months i have realised how sly they are, I called them to let them know my phone which I had only had for 4 months was faulty, they told me I would need a replacement at £60 charge, which I disputed they then said we will do for free as goodwill gesture, they send replacement which has same fault developed after 1 week, my next direct debit goes out with an extra 100 charge on it... I am told it was the fee for the replacement phone, so i have to battle for three months and numerous calls to get the issue sorted, I can't wait for my contract to end so I can tell them where to stick their Orange wednesdays!!!

ORANGE WILL CHARGE YOU FOR USAGE EVEN WHEN YOUR PHONE & SIM GETS STOLEN AND THEY 'BLOCK' IT!!

ORANGE WILL CHARGE YOU FOR USAGE EVEN WHEN YOUR PHONE & SIM GETS STOLEN AND THEY 'BLOCK' IT!!

After my phone got pickpocketed, I received the worst customer service from Orange. I actually called them from Greater Manchester Police HQ (I still have a crime number and it's on their records) and the woman over the phone *actually* said I could have been lying about having my phone stolen, and the fact I had no insurance meant there were no goodwill gestures whatsoever. They promised that they would blocked my phone so no-one else could use it...and yet over the course of a year (2010-2011), after complaining and refusing to pay my bills for a phone I did not have and a SIM I did not have, they charged me over £800 in total for a service that I never used. They threatened my with letters, bailiffs and that I was even breaking the law!

Orange made me feel vulnerable and stupid, and that I had no choice but to pay it. And so I did. If anyone can help me with how to complain to an ombudsman, that would be great, but I fear I'd have no rights as they are EE now and not Orange.

I've been too scared to write this before, but now I'm not, because I want to take action: Orange completely ruined me and overcharged nearly every month. I was with them for years. There is no sense of loyalty to customers who are loyal to them. I think that speaks volumes too.


Don't EVER go for Orange, or EE (same villain, different clothes). They do not give two hoots about you. I cannot wait to switch to another provider.

Total moneygrabbers. My experience has shown they don't care about their customers, seems more like they only care about their bribery of cinema chains. Hypocritical, really, that they're considered good enough to sponsor the BAFTAs.

Shocking Terrible Service - Orange broadband

I've been with Orange for many years. The broadband speed is not great but I can live with it. This January, I switched my broadband from Orange to Talktalk because Orange didn't provide static WAN IP address.

The switching went well, my Talktalk broadband connected on time, no problem, internet speed is faster.

BUT, I have nightmare with Orange. I called Orange for Mac code before I switched, Talktalk told me they don't need to use the Mac code anyway.

In February, I noticed Orange is still taking money from my account. I called Orange, being told that it's typical Talktalk's fault not using the Mac code, as a result my account is still opened. Orange said my account will be closed after 10 days.

Guess, until now, April, my Orange account is still opened, Orange is still continuing taking money from me. I called them again, their customer service said:'Oh, I don't know why you are still charged'---> Be aware, they don't know what they are doing!!!! It causes so much stress and taking time & money to call Orange, because Orange closed their customer service's email. I guess is they probably received too many complaints.

I've sent them a complaint letter, no reply. I haven't received my refund payment. Unbelievable shocking service. Avoid avoid avoid...Orange broadband!!!

getting worse....

Orange provided the best service for the area in which I live - a village in a hollow! The good service went downhill last year and just gets worse. Today at work I can't access the internet as the "Web page not available" message keeps coming up. Yesterday there was no problem. There is no point going to the EE store as they don't care. Their attitude is they just sell the phones, and they can't check the mobile as they have signal boost. So why have the shops?

A short while ago I had next to zero service at home. Repeated calls to Customer Services only served to raise my temper. 'Have you switched the phone off and on again' etc etc.. Eventually I hung up. After another few day's lack of service, I found a helpful person on Customer Service. He knew that the company was working on a local mast - no one else appeared to know this at Customer Services the other times I had called - and that my service would be significantly impacted for about 2 more weeks. Advice and discount given. A rare experience for me indeed.

Standard customer service revolves around 'have you switched the mobile off and on again', 'take the battery out' etc etc. Useless. Find that helpful person and get him to train the others. If Orange is to work on masts and deprive me of their network then tell me in advance.

It appears EE are more interested in 4G than the rest of us.

It's 2013 and I should be able to access 3G wherever I live - provided I'm not on some remote spot of the country.

I will be having a really good look around when my contract comes up for renewal. No longer is Orange/EE a shoe-in for my money. Avoid if you can.

The worst mobile company I've dealt with in my 20 years in IT

I seriously can't believe how bad this company is. It's the same old story, account manager gets the sale of 80+ connections with us and then doesn't give a damn. The frontline customer service staff are nice but even the process of getting things from Orange is a nightmare.

They have an email address you can request things from but it takes 3-4 days before they respond and another 2-3 days before they deliver even though our company is in a large metropolitan town. How can a company be so bad and not give a damn.

We've had major issues with the performance of their network across the UK, in areas like London where you would think it would be pretty good. I think the rollout of 4G means they have taken their eye off the ball in terms of getting the customer service right in the first place. We have had a problem with their network for the last 4 months at a particular location and it's hard to believe they can't get it resolved after all this time. They may be the biggest network in the UK but they certainly aren't the best.

Wish I'd now gone to Vodafone or stuck with O2, at least with O2 the service was quick and efficient and the coverage was pretty good all over.

Stay well clear of Orange they have totally lost the plot! I used to be with Orange and they were fine but since their hook up with T-Mobile :(

100 different people, 100 different answers, no solution!!

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

Louise Miles

Worst company on the planet! terrible service and crap customer service!

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!!!!!!!!

Awful customer service

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.

Bad Network worst customer service among entire UK companies

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.

Such poor quality service

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.

Many Thanks

Jenni Blandford vond deze beoordeling nuttig

They get the job done

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.
Good service.

Customer service? What a joke!

I've lost my phone... currently up to 23 mins and counting and yet to talk to anyone!

Terrible support service

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.

I'd rather play twister in a minefield, than have to deal with Orange again

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.

Worst company ever

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

Atrocious service - it doesn't come any worse

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.
Be warned!

Inefficient Bullies!!

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.

good customer service

got to say when my phone went wrong orange couldnt have been better
dealt with easily on the phone and arranged for replacemnt next day which happened!!

new phone in hand and very pleased
thanks

WENT DOWN HILL RAPIDLY!

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!

Leave a lot to be desired

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 vond deze beoordeling nuttig

Beware of their dodgy sales people

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.

4 years , average - poor signal, good coverage, terrible security and customer service and prices!

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 vond deze beoordeling nuttig

Useless unless you speak Indian!

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!!!!

Orange Customer service paaarp

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?

Alright When Things Go Right, But When They Do Wrong Watch Out!

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.

A company that doesn't really know what they are doing.....

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.

Terrible Experience

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.

Orange Owe Me! Rubbish Customer Service!

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!