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I have been with orange since I had my first ever mobile phone, nearly 20 years ago. The reason I have stayed is that the coverage in my area (West Kent) is relatively good, particularly in the village where I live and their customer service has always been excellent. Regular free upgrades have been provided and any time we have suggested leaving in order to save money, they have matched what we have seen elsewhere. I am on a combined tariff with my partner and they automatically review our plan to ensure that we would not be better off switching to one of their other plans. This saves me time in doing remembering to check and doing the work myself. I know of many people who do not rate Orange's customer service very highly but we have had the opposite experience. Recently, I was sent a faulty phone for my upgrade. I called to report it on the Saturday night and they arranged for a replacement to be delivered first thing on Sunday (yes, Sunday) morning. I couldn't have asked for more (except perhaps an unfaulty phone in the first place!).
I remember getting my first mobile phone about 12 years ago. I was an orange pay as you go customer. My experience with orange looking back was not one that I enjoyed. I had poor signal coverage and the phone barely received text messages. Fast forward 12 years and once again I am now an orange customer again. I had been a customer with o2 for about 7 years and decided to switch to orange because the contract was cheaper. I got a brand new phone and my contract was a few quid cheaper. I had experienced a couple of issues with o2 during my previous contract but they were quickly sorted out once I phoned them. They didn't have any impact on me deciding to switch. The fact my contract was cheaper, I got a brand new phone, orange was the fastest growing mobile network and had quicker internet were the deciding factors. However when I signed up orange did initially make the mistake of charging me more money for my contract than had been agreed upon. I phoned up and the issue was quickly resolved. They were easy to talk to, I wasn't on the phone for hours, and everything was dealt with within a few minutes. Since then I haven't had any issues that have required me to get in touch with them. The only thing that I can think of as a downside is that bizarrely I don't get a great signal on my phone when I am in my kitchen but its only a small section of the kitchen. My partner is an orange customer and she has perfect signal everywhere in the house, as do her two eldest children (who are also orange customers). I also have no signal whenever we go to my partners mum and dads house. I have no internet coverage or signal on my phone. Overall I would recommend orange to other people, Its a good network to be on for you phone. And they always have great deals on. My partners son got a new phone recently and for purchasing the phone she was given a Samsung tablet for free.
Anyone thinking of switching networks? Don't switch to Orange. Terrible customer service. I inquired about a roaming bundle and was offered a customised bundle by a Manager free of charge as I had been waiting a long time. He said the value would have been £15 per month but it would in fact be Free! I said I only need it for one month and would like automatic cancellation after which was agreed. At the end of the month I received a bill for £119 which included my normal bill amount of £40 then £30 on top for a data bundle and then the rest fro international calls! This was not what had been agreed. I called last week to get the situation resolved. After an hour I was told they made a mistake and I would only have to pay £40. I asked for written confirmation and said I would pay the bill this week. A week later my phone has been cut off I still have not written confirmation and my outstanding balance is £159. I called them at 10.05 am today, after getting disconnected twice and 2 hours later there is still no resolution. Their customer advisers don't leave notes, so anything you say you might as well forget about because they already have. There is no record of my phone call last week. Even after admitting that a mistake was made on their part I've been told "the bill still stands". I was also told that they have millions of customers (as if I didn't know). If you want to be extorted and lied to join Orange. Feel free to tell a friend key words ‪#‎Orange‬ ‪#‎badcustomerservice‬ ‪#‎extortion‬ ‪#‎theft‬
I turned my phone on one day and found that I have £16 missing when nothing was up and running that could cost money, 10mins later I received a message saying that another £16 pounds had been taken and again nothing was running that could cost/take to money. the next day when I checked my credit I found out that what ever I had left of £43 had all been taken and only had been left with 69p, just enough to call orange and complain, or so I though I tried ringing only to be told I had no credit and received another message saying that I had no credit left. it is not right to take £43 when there is nothing running to cost £43 I am no longer going to use the orange network and is changing the network for my phone by getting a new sim card.
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. On top of this however i was offered to but a new handset for £286 which i dont even think the Galaxy S 2 is worth anymore. 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
Completely disgustind customer service. I hope you never get a problem that they need to resolve. Talk to someone different evey time. They promise things that simply dont happen. Cut you off when not your fault. Stay clear of orange or now EE.
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 ovoid 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 have been with Orange now for about 8 years, and I am more than happy to stay with the provider, although maybe a little less now. I have what I consider a fair contract, and when I have had issues in the past such as lost or faulty phones the service has been brilliant. On receiving my last phone I found one of the functions did not work, a fault with the phone itself that I cannot blame Orange for. I called, got through fairly quickly and was sent a replacement the next day. Brilliant! Because of service like this in the past I have, perhaps stupidly, decided to stay with the company. I hear a lot of horror stories of other mobile providers not being quite so helpful, and feel my loyalty may aid in the good service. I have good signal most of the time, the only exceptions being in fairly out of the way places. Orange automatically also reviews my tariff every 6 months and lets me know if I am on the best plan for me. This involves them working out averagely what you use in terms of minutes and texts, and suggesting different plans. It is up to you if you change or not, and they do not bug you if you choose not to switch. Last time, this actually resulted in me paying less. Before recently, this would have been four star review at least, however sadly thanks to one terrible Orange Shop experience this is not going to be the case now. I decided to upgrade my phone, checked online, decided to keep my 18month contract as it was, simply renew it and get a new handset. It was all fine, although once I got to the "confirm" button I had second thoughts, knowing I was at work a lot in the week I decided it was a lot easier to just go and do this in store, get my phone on the day and have everything sorted at once. I went in, was asked to have a seat until a terminal was free. I sat. I waited. I watched 3 customers come in and get served before me before the manager spotted me waiting and found me a staff member to help me. He, at least, was very apologetic, and I was not too angry, I work in retail and these things can happen. At the terminal I explained to the assistant I wanted to upgrade, same contract, told him which phone model I wanted, he checked, yes that was fine. Only I would have to now pay 2 pound more a month. Oh, and I would also lose 250mb of my internet allowance. I questioned this of course, as online it did not change my contract at all, but I was told if I had clicked confirm a box definitely would have came up saying all this. Eager for my phone I let this slide, I do not use that much internet anyway, and obviously trusted he was telling me the truth. Until I noticed he was looking at a contract that stated 24 month. I explained I wanted 18 month, not 24. Not possible, definitely do not offer this, its the 24 month more expensive contract with less internet or nothing. I left. Went home. Upgraded to the phone I wanted with the contract I wanted within 10 minutes. Oh, and no box popped up either. I am not impressed with being lied to, especially when I made it clear i was fully aware of what I could actually get, and simply was told it didn't exist. I may need some more knowledge of metaphysics to understand how I got it online then. I would also say his push for insurance was far too harsh. I had to tell him over 5 times I did not want to insure, I explained I felt I would rather take the chance, and if I lose or break my phone, I will suffer the price, but having paid £4 a month for the past 5 years and making no claims, I felt it was wasting money, and did not wish to get roped into another 5 year insurance contract. I am sure they are told to push the insurance sale, but in my opinion it was simply uncomfortable and unnecessary, the hard sell should not be acceptable anymore. I believe I will stay with orange overall, however I am keeping away from their actual staff in future. If you are interested in joining Orange, please check their website first, and at least you can go in store if you need to armed with the facts. Not that they will listen!
Now, I'm very pedantic and extreme in my view of customer service. Equally - I'll sing from the hilltops when it's great, just as I won't hesitate to spread the word when it's really bad. But only REALLY bad. Orange customer service has just fallen into this last category for me I'm afraid. Having waited an eternity to get through to them as their 'press one for xxx' system wasn't working (seemingly), I encountered all kinds of misunderstandings in trying to communicate what I needed. Namely, a simple VAT invoice, rather than just a monthly 'bill'. I had to hand-walk the CS rep through their own website to show him what it was I wanted. Then they wanted to charge me £3 per invoice for backdated versions! Unbelievable. The company I work for would find all this way unacceptable. As for copies of bill, invoices etc - we're just happy to provide such things free to our customers as part of the 'service'! I told the Orange CS rep that my contract was up in two months time and that I'd be changing to another provider. His response was to totally ignore the comment. If the boot was on the other foot - I would've delved into it a bit more. However, I guess Orange has such a huge customer base that it's not really bothered about the personal service side of things - after all, all it's customers (inclding me!) just pay their bills and renew contracts automatically. So who cares if a few of us leave. It's not a rant - I've endured their nonchalent, ambvilant attitude on a number of occasions now. Maybe I expect too much?
I have used the Orange mobile network for over 10 years now having been on Pay as you go for the main duration, I have found that the Customer Services are satisfactory however were much more efficient in the earlier years. It seems that the constant competition with rival networks and the current state of our economy has lead to the company trying to attract as many customers as possible in order to survive, which ultimately means less time to assist individual clients, so the personal touch seems to have been lost like you could expect with all large scale company's in this day and age! I have always seemed to have had a good signal reception with the Orange network and have used many different handsets over the years, signal does drop in more rural area's however has still allowed me to use the functions of my handset when required. Pricing with Orange isn't to bad but again there is a lot of competition on our market today so its hard to claim that any individual network operator is cheaper than another as there will always be a better deal round the corner.. However saying that the Bundles which can be purchased from the Orange shop offers much more value for money on the Pay as you go service. I have never had any problems with the Orange contract services either apart from the fact that I have reguarly spent more on my bill than what I would of liked too in comparison to Pay as you go when you run out of credit that's it rather than having a huge bill come through the door the following month. I have had 3 handset replacements from Orange, 2 of which were for the Orange atlanta handset which was purchased instore on Pay as you go, due to a fault that arose within the first 2 weeks of purchase, Orange immediately replaced my handset in store and on the second handset a further fault developed with the signal which again they replaced the handset by post as it was outside the 30 day initial purchase period. Orange were efficient in resolving my issue's and even gave me £5 free credit for my inconvenience of having to return the handset for a second time. All in all have been satisfied with the service provided from Orange.
Oh dear what a mistake. I recently left my company, complete with PAC code, and decided to go to Orange as that is who my husband is with. I requested that my previous phone number be transferred to them, and stressed that this was vital as I am in the middle of a very busy period and everyone has my 'previous' number. I gave Orange muy PAC code and was reassured that this would take only 48 hours. What a joke. Customer service? You call 150 and get recorded message after message and if you go to the wrong sub menus there is no way back and you have to start again. I eventually got through to a person last Friday after 35 minutes waiting and after a huge 'discussion' which involved several changes of excuse from Orange including blaming the shop, stating that the request had not been made, stating that it had been made but not for 3 weeks, stating that the number would change over the weekend, that it wouldn't change til Monday, that they did not have the information, that they did have the information - well you get the idea. They finally promised me that the transfer would take place by Monday - today. Guess what. Number still is not working! Email 's will nto be replied to for up to a week - because they are experiencing an unusually high volume etc - how often does that excuse come up? They agreed to refund me my first month's bill and confirm this by text - no email facility apparently?! 3 days later no text has been received. I am not hopeful I bitterly regret going to Orange and would advise anyone else to stay away. They are great in the shop but after that you are on your own regardless.
Can I even be bothered to write this?!!! I am so fed up with orange that just hearing the name makes me want to vomit and punch a hole in the wall! The only reason I am writing this is in the hope that anyone who reviews orange before signing away two years of their life to them will know to steer WELL clear of them. If you have read any more reviews on Orange, you will know that the customer service is probably the worst around. Recently I left O2 and joined orange (big mistake) as I thought it would allow me to make cheaper calls between my wife and friends, who were all on Orange. Well, immediately I found that, besides the signal being terribly patchy, the customer service made me so angry I could barely breathe! I am usually a calm person, but when dealing with Orange I find that I am treated as some kind of stray animal and cant help but feel insulted. You would think that customer service reps would be able to help you out and would be on your side, but unfortunately I find that I have been left to fend for myself. Recently me and my wife left England for another country and made plans to cancel our account, even though it would cost us a couple of hundred to do so, which I understand why I needed to, I took out a contract! So, we called orange up and made arrangements to cancel about a month and a half before we left. They told us that all we needed to do was ring up a few days before we left and pay the remainder and inform them that the account would be cancelled. GREAT! We thought. Nice and easy, no hassle. Guess what happened when we called back a few days before we left? Well, we spoke to a cust. rep. who told us that we need to give at least a months notice to be able to cancel our account!!!! We could hardly believe our ears. At first they refused to let us cancel there and then and told us we need to give a months notice. (I think what makes it more annoying is when you explain your situation and they repeat the exact same words to you that they first said to you. in this case, "You need to give at least thirty days notice to cancel your contract". No @#$# sherlock! It's like they don't even hear you and refuse to acknowledge anything you are saying!) Anyway, after a bit of a battle they patched us through to another rep, who surprisingly, was English. That person was great, he listened to us and understood our situation and we were able to settle it with him. Contract closed and everything payed off...... or so we thought. About a month after we left the country I got an email from my mother saying that Orange had contacted and had said that we owe 86 pounds. I was infuriated at this, but thought it better to just pay it off and be done with them. Then, pretty much as soon as we pay it off my mother gets another letter saying we owe 300 pounds! What in the world is going on! It has been a long battle with orange, who don't seem to have a clue whats going on. And surprisingly, whenever we call we get a rep who simply keeps repeating to us: "Your final bill is 300 pounds", even after we have told them that we payed everything off. It still isn't settled. Anyway, if you are thinking of going with Orange, my personal opinion is: "DON'T". You will save yourself a LOT of hassle.
I took out a two year contract with Orange through Phones 4 U. From day one I had nothing but problems! Calls dropping constantly and not being able to use the internet. I paid £45 a month for this contract when I was unable to use all the services! So quite frankly, I was very annoyed. The first time I rang Orange they told me that I never had something provisioned on my account something to do with 3G. So the woman I spoke to said she sorted it and that she would call me back in a few days to see how im getting on. Two weeks went by and still no phone call and my phone still was not working to its correct standard. I left it a couple of months as I was busy and things became more annoying with my network, by this time I had been in contract for a year! So I decided to ring Orange again to complain about my network coverage. They sent me back to Phones 4 U who then sent me back to Orange, it took me 5 hours to get something sorted out. I work in customer service myself and had not experienced anything like this in all my life. The person I spoke to didn't even know what he was doing and kept putting me on hold. He kept telling me their was nothing he could do so I spoke to his manager who decided to tell me my phone would not work as I lived next to a railway! Well surely I shouldn't have been sold the contract in the first place which is partly Phones 4 U's fault as they should have picked up on this. But at the end of the day it is Orange who take money out of my account each month for a service I cannot use. So after speaking to 2 advisors and 2 managers who provided me with no empathy, I finally managed to get a 10% discount each month. Which is hardly anything I know, I was appalled but accepted the offer. So as soon my contract was up I moved to Vodafone who provide excellent service and coverage. Overall I would definately not recommend Orange to anyone! They do not value their customers one bit and just want money, their staff need to be trained properly and learn how to provide good customer service.
After about 10 years of being a pay as go customer with Orange, I looked into transferring to a pay monthly account and was faced with rude hard selling and exorbitant prices which increased my appetite for exploring the market. I had decided to move to Virgin Mobile as my partner had an account with them and they offered me a cool telephone and a good package. The Orange customer loyalty department subsequently matched the offer and offered a better telephone when I called to obtain the PAC code, so I decided to stay with them. I would have done this if they offered it initially and this would have saved much time and effort. I had to send in some paperwork as part of the process and a credit card statement with the figures marked out had not been accepted nor had a bank statement with the figures marked out. So I had to send a new statement with my income and expenditures - surely someone in their risk department or credit control department is just not up to the required standard if this much personal data is required. (Once this is sorted, it my be worth sending the fiver to request that all the data held under my name to be sent to me under the Data Protection Act to have an idea of what it is they do with these.) Three weeks on, I'm in possession of a new phone which they won't register because I have a different account for another service and because it's a new account and as I have not yet been billed for this service, they can't register the telephone and I have to return this back to them (!!!!!!!) until I pay my first bill. I don't get it - if 10 years worth of (trading) history with an average of £40 of monthly top ups is not sufficient for a £12 monthly contract to be issued then some very bad financial decisions are being made at the corporate level. In addition they suffer from appalling customer service - bureaucratic, rigid and outsourced to cheap labour who are are unwilling to go the extra mile. Saying this, the guys in the customer loyalty department have been helpful and are chasing their colleagues to try and sort the issues out but seriously, such issues should not happen with such a large organisation. I wonder if there will be any synergies at all with the T-mobile merger with the way things are going. Had I not had such a large telephone fund with them, I would have move to another provider three weeks ago. Jump ship if you can.