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Comments:
Orange Mobile:
Buyer Beware - Orange does not operate a service in the North West Surrey Area, the signal is very weak or not reliable. The Company intentionally misleads the market as showing/telling customers via their various POS media that they have excellent coverage in GU24 area. They instruct their customer service team(not to blame)and the Sales Channels(not to blame) to mislead the market and customers.
Once you are customer on a contract, when you have signal/reception issue the will tell you the same story oh.. this is first I have I heard of the issue and that a mast as technical issue either North of south of your postcode. This is same line they have been pushing out since 2005.
If you live, work or pass through GU24 area one suggests you do not use Orange, you will only end up disappointed. The best network coverage is Vodafone, O2, T Mobile.
I have been an orange customer for many years, i havnt had any problems with them.
I find there staff friendly and very helpful, when i have any questions or wanting advice on the what upgrade phone to chose.
I usually get through to customer services within five minutes. If i wait longer at least they have decent music unlike some companies.
This a complaint I have made to Orange,today after giving some serious thought if I should.
Dear sir/madam..
I wish to make a complaint regarding a member of staff,Orange,date protection & your policy on the discrimination act.
I received a call from a female member of staff,which will be recorded from your accounts team on 20/02/09 at about 15:O5-15-:15 in regards to my account being behind in payment of £229.
I tried to explain to the member of staff that I have been off work with a long term illness,on less then half pay to which my place of work had under paid me this month through their own fault & would not be able to make a payment this week.
Your member of staff then butted in to say that I would be cut off,which I am & if I knew I was ill,off work then I should of not got the phone,contract!
I said that I did not wish to speak to her & terminated the call.
I have been a customer for over 11 years & went on contract in Aug 2008 which has been a waste of money & time.
I say this because when I got the contract there was a free offer for 2 to 3 months to use the internet/email,which I was not able to use.
That was after going to the Orange stores in Leeds to see if they could sort the fault out but couldnt & both stores ended up calling the same number,Orange tech support that I had been calling, which you can be waiting over an hour to get through but the fault never got sorted & so I gave up.
You will be able to look into your records that I had been calling for over 2 months about the fault.
Going back to the call from your member of staff who called me on 20/2/09, 15:O5-15-:15,the member of staff had called me through my mother & fathers mobile number..***********,can you do that,is that not breaking data protection in some way?
I do have one good thing to say though & it is to do with a female member of staff to whom I think I spoke to in Dec/Jan.
This member of staff was very helpful,listened to what I had to say, my circumstances,to which should be on your records,I made a payment but I was advised that the barr would not be lifted but after the call,I dont know what the female member of staff did but reconected me.
I wanted to write/email a compliment about this person but was not able to because I had broken my right arm & ribs in December,so was not able to do this.
Then late January you sent me a txt,two days after I made a payment,you,Orange sent me a txt saying to switch off my phone so that you could send updates to my phone,which was an update to disconect my phone.
I feel that I have been a good customer over the 11 years,never taken any offers from you,not able to.
When your staff contact customers in future they should look at the last notes/notes on the account.
Orange should display on the contracts, shops,adverts & website to customers, not to take a contract out if your ill, off work or anything else that Orange discriminates.
I sugest that Orange & staff get trained in regards to the discrimination act.
I will be advising my family,friends & my work colleagues to not to use Orange.
I now wish to terminate my contract with yourselfs,under the grounds of discrimination & you can pick your phone up when you desire to.
Very dissapointed.
Orange Line Two customers - prepare to be screwed!
I have been an Orange customer for over 11 years, and right from the start I purchased their Line Two facility; that's two phone numbers on a single SIM. I was paying around £70-80 a month including £5 a month for the Line Two facility.
4 years ago I upgraded to a Windows Mobile handset, however this year it started to fail. As I was well overdue for an upgrade I looked for a new Windows Mobile handset with Orange that supported Line Two. Basically Orange no longer offer one - instead you either have to buy a Blackberry and sign up to Blackberry's data service (putting your monthly cost up), or split out the Line Two facility into a second (separate) contract, also putting up the overall monthly cost. Also, seeing as I wanted to stick with a Windows Mobile handset, all Orange could offer was the HTC Touch Diamond. Nice phone, but Orange were insisting I pay over £300 for two handsets!
In desperation I finally requested my PAC codes so I could at least retain my two phone numbers and take my business elsewhere seeing as the only option was to have two phones. First they attempted to disconnect me at that point. Then they made a fuss and gave O2 the run around when they tried to transfer my first number. Then they misled me about what I needed to do to transfer my second phone number to another contract, and had the audacity to suggest that their inability to support Line Two transfers was MY fault!
All in all it was a thoroughly disgraceful way to treat a loyal customer of eleven years. I am glad I have left them, and I will never recommend them to anyone I know. Their support staff are a shambles and their attitude to customers stinks.
I have just finally freed myself from Orange, long story but they basically messed up my e mail address when I registered, totally spelling my name wrong..this may have been down to the fact that the agent could neither speak nor understand basic english...
I had two choices, wait another 20 days to re register or obtain a new email address using the pay as you go system..
I opted for the latter..what they didnt tell me was I had to log in the the original account every 90 days..or I would be cut off..this happened quite often as I didnt need an email address with my name mispelt..
Trying to get it sorted was a nightmare..as I cannot speak broken english!..
The ironical thing..if you ring up and tell them your leaving they immediatly switch you to a call centre based in the UK and you are put through to someone who attempts to talk you out of it by offering free months, modems and reduced charges.
If you need further proof that this firm are awful read the latest which ISP ratings..Orange are at the bottom (again!!)
when your 18 month contract runs out they will sign you up automatically for another 18 month without even asking you. not only that but when I enquired about an upgrade on my existing phone they told me because i had recently already renewed my contract it would be £100 quid, all because i didnt phone them until a week AFTER my previous contract ended, a contract which they renewed without my permission!
not only that, but do not ever under any circumstances let them put you on hold, 1hour initial hold to get through to the customer services, 30 min to get through to the department that deals with contract renewals and 15 minuits to get through to the department that deals with handset upgrades!! i spent more time on hold than anything! absolutly rediculous.
not only that but since this happened i have had them charge me twice for the same month, refuse to replace a stolen handset on their insurance (despite clearly saying they do) and ring me up at least once a week to try and get me to upgrade DESPITE the fact that i know from the above fiasco that itll cost me £100!!
I agree and am corroborating all the negative statements about orange, although all was well until this year. I was misssold a new contract on a cold call; Orange customer ref on one occasion even told me told me 'oh yes we have had previous complaints about that EHD company, off the record' -OFF THE RECORD? HAH- but they wanted to do nothing about them (and have so far succeeded in this), and on different days twice claimed it was another company through whom I 'signed' my upgrade-contract-which-wasnt, thereby wasting even more of my time:
(EHD had claimed they were sending me an upgrade when in fact they 'signed me up' to two full new lines - total bill now £250 for 4 lines!). Orange customer services etc are so hideously out of a Kafka story its hard to believe its really happening. The customer is always wrong seems to be there motto. DO YOURSELF A FAVOUR - GO WITH A DIFFERENT COMPANY!!!!!!!!
Orange Wanadoo wished we'd never heard of them! 2nd computer hardwired as wireless 3ft away didn't recognize. Got laptop for disabled wife to use downstairs.Wireless didn't work nothing wrong with laptop been checked by expert. 11 phone calls minutes long to tech support, unplugging, reconnecting doing this & that umpteen times worked once if within foot of box but if laptop turned off or taken downstairs back to nilsh. Written to Chief Exec. with full history, no response except letter obviously passed to tech services. Whats the point of that? We're fed up to the hind teeth with them, its always someone different we speak to and hard to understand some of them anyway.
We asked for new box. It would show if its the problem once & for all? What have they got to lose? Face we expect. All fallen on deaf ears. They are intransgent & indifferent from the top down. A response from someome in management would not have been amiss surely?
We've written again but not holding our breath & reckon we'll cancel contract & go to a reliable & responsible outfit.Expect like other people it will be a right old headache cancelling?
Advice avoid Orange wanadoo like the plague
Orange Wanadoo. With them over year, wrong decision. Wireless broadband didn't work - 2nd computer 3ft away wired from 1st one More recent got laptop for disabled wife to use downstairs. Spent gt deal time Customer Tech Serv, 11 calls much time they got us 2 keep disconnecting & reconnecting repeating steps time time again always someone diff. Asked 4 new box - no hope. Chief Exec. hasnt replied. Reckon we change to reliable BT! What a pain though. Dont use Orange!!They tedious,mendacious, intransigent
Hi, I am currently working for a BBC daytime show in which we aim to deal with conusmer issues. At the moment we are looking for stories concerning the big companies, such as Orange and want to hear from consumers who are having issues with them. If you have a story then please do not hesitate to contact me on:
Forgot to say, their correspondence address in Bristol is for customers who manage their bill through correspondence not for complaints etc. I sent them my letter of complaint as i was told by orange that was where it should go then i later found out from orange that the letter would mean nothing to the people who received it! See they are useless!
Well i am so glad to see that i am not the only one who hates this company with a passion and has problems with them!! For four months now they have been getting my bills wrong (no suprises really as they are pants!) Their customer service is dyer and some of the call centre workers have really bad attitudes! I think it is disgusting that such a big company make huge mistakes each month. Mistakes which they are fully aware that they are making. I could rant on about how useless they are all night! I hate them and can't wait until my contract with them is up. Boo to orange!
To Kaya - you would have signed up to a contract that was for a MINIMUM of 12 months - this contract does not just automatically end after this time, so you can hardly expect to ring up on the day and ask for it be cancelled immediately. Orange have done nothing wrong, you would have been within your rights to write to them after 11 months and request cancellation of the contract, and therefore not had to pay for a 13th month - but clearly you didn't. To say that Orange are an unprofessional company is just ridiculous...if the tables were turned and they were ringing their customers after 12 months and saying "hi there, your contract is up so we're cutting you off from our network in 1 minute" you'd be complaining about how unprofessional they were then too...read your contract you signed initially before rating them so badly next time.
My contract expired on 6th january this year and Orange are trying to tell me that I still need to give them 30 days notice. This is untrue. I spoke to my solicitor last night and was informed that they're trying it on! I have cancelled my direct debit with this unprofessional organisation and will reccommend to my friends and colleagues that they do the same. I have been an Orange custome for a number of years but would never go back to them, even if they offered free calls! There is enough competition out there to expect a decent service and that is exactly what I have not been getting from Orange!
These people are blaggers of the highest (lowest?) order and seem to have the beaurocratic bible stuffed up their A***s!
I'm back again. My contract with orange has now been cancelled. Just to tell you how petty this company is i sent an email to Orange CEO Sanjiv Ahuja complaining about the company. I didn't get any response but my email address was blacklisted. When i sent a reply to the email customer services sent me, it bounced back with a 553 error - "Sorry, your email address has been blacklisted" LOL (luckily i used a yahoo address so i don't care)
so anyone who needs Sanjiv Ahuja's email address let me know i'll be plastering it all over the web...
Not a good experience with these guys at all. I would not do business with again. I have been with T-Mobile before and left them amicably, but not this shower.
Firstly, their staff seem to be amongst the most militant bunch of doofuses I have ever dealt with, they are ALL TO QUICK to get on the defensive even when dealing with civil requests.
Secondly they agreed a contract with me, said I could send the phone back if I did't like it, so I did (on my own expense which is fair enough) then when I asked for a different phone (no higher spec) they said the contract offer had expired, none of this was I told if I sent my phone back. SO I cancelled then they have, I believe ripped me off with my final bill, saying I have sent 150 text messages in 11 days, (my usual monthly total being exactly that) I asked for proof of this and they said I would have to pay for it!!! I am not going to pay any further money so I just took the hit.
Also the usual problems about taking 20 mins to get through to someone, and CONTINUOUSLY being passed down the line.
Just started with Vodafone and hoping for a better service now - too early to tell though.
where do i start. i've been with orange for about 5 years now and i'll advise everyone to stay away from them. i'm currently in the process of cancelling my account with them. i'm on a 12 month contract which is renewed in january. in november, an orange customer agent called me offering a new contract giving me free unlimited evening calls (starting from 7pm -7am) in addition to my existing 200 minutes. i was quite surprised as i wasn't aware orange had such a deal. i should have asked for written confirmation as you should never trust what any of their agents say. i agreed to the offer but was surprised to discover on my next bill that i was charged for calls made after 7pm. when i called to complain i was told that the agent who called me made a mistake and the free evening calls actually started at 8pm and ends at midnight. after speaking to a supervisor they agreed to refund the cost of all calls made between 7pm and 8pm. i complained that i would not have agreed to the deal if i knew it wasn't 7pm to 7am. (with hindsight i should have cancelled it then)
the following month i noticed that calls made after 8pm were deducted from the 200 anytime minutes talktime instead of been 'free calls'. when i complained i was told that in the terms of conditions of the offer, the evening free calls only kick in after the 200 anytime minutes have been used up. i'm very unhappy at the moment and this is just the final straw. i can never trust them and i would never believe anything any of their operators say.
ive been with orange since my first moto startac, and have never had any problems with them over the last 7-8 years. i have 2 phones, one for business and one for personal, both with orange. i have tried Tmobile but the receprtion is crud so swtiched back to orange which imo have the best coverage. however they don;t have the best bargains but theres no point in getting a trillion free minutes and txts if you have no reception
Sorry there is a error in my message about Orange, when i cancelled my cpntract they told me the live box was faulty and NOT the BT line. But I had been told for 4 weeks previous that it was my BTline.
I recently saw and advert in the national press for Orange, a mobile contract £35 a month, unlimited texts, 550 mins of calls, a free phone and (what attracted me most) free broadband.
What a mistake I made!
Firstly I have to say Orange were efficent at sending me the mobile handset, I got it the day after I called to set up the contract. I was happy with the phone, but it was just over a week later, when i received Oranges' "livebox modem" when the problems strarted.
I have a reasonable knowledge of computers, I got the livebox and set it up as instructed.
I tried to connect to the internet, but I got an error message. I tried a few times more, but still no joy.
So I rang up the Orange broadband customer support line. I explained the problem I was encountering, and they said they would run through the set up to make sure, I had the correct wires going inot the correct places.
I was told that the way I had my livebox set up was correct, and the only reason why it would not connect was because they could be a fault with my BT line. They told me they would do a line test to see what the problem was and for me to ring back in 2 hours.
I rung back and the results were "no fault found". I tried to connect for a few more days and still could not connect to the internet. I then was told I had to have another line test, and for me to ring back in two hours; I rang back two hours later (it was now 10pm)and I was told they would have to do ANOTHER line test and for me to ring back in 2 hours (or the results wouls disappear from their system). So I said "you want me to ring back at midnight? I have up be up for work at 4.30am! Do think it is a reasonable request?" "ok sir" they replied phone tomorrow it will be ok, so why did they tell me the bullsh*t about the system will lose the results of the line test after 2 hours.
(Thats 1 of many lies they told me!)
After another week or so I rung to see what was the status was of my BT line. Another line test was needed, and I had to ring back in 2 hours. By now I was sick of ringing back to get line test results. Why should I phone THEM back? Why cant they ring ME!? Thats not possible sir, thats bullsh*t You work for one of the uk's biggest telecommunication companies but you cant make any outgoing calls!! By now I was getting pretty hacked off.
I rang back the next day, and I was told they had found a fault on my BT line (at last I thought, they have found the problem!), I wa told within 24 hours the fault would be fixed and I would be able to connect ot the internet. I tried to connect after 24 hours, and suprise, suprise, it did not work. I kept on insisting that they send me another livebox and this would then determine whether the modem was at fault, but they were insistant it was my BT line and not the modem.
I rang back AGAIN and was told they had found another fault on my BT line and I was to call back in 5 working days and it would definatley be fixed.
Five working days went by, and it still did not work. So I rung orange and told them that I wanted to cancel my mobile contract. I was told that you can only cancel the contract after 14 days, and it now been 28 days. (Yes 28 days without the internet!!).
I said you have not kept your side of the contract (free broadband) so b*llocks to your 14 day rule, they agreed eventually.
I was then put through to a broadband support supervisor, asking me why I was cancelling. I told him what problems I had encountered and he said after looking at all my line test results, they showed that it was a livebox modem fault and a line fault! So who was lying? him? or the rest of the broadband support team? This made me even more angry.
The next day they sent me a bag to return the mobile phone, which I did.
My first bill, which I received shortly before I cancelled was for 2 months line rental (1 month in advance). So when I cancelled obvisouly I didnt owe al the money they were asking.
Next came the dilema of trying to settle what money was owed to orange and what money I was in credit by.
Virtually every time I rang Orange what ever time of day, whatever day of the week, they are always experiencing high call volume! Then when you get put through to somebody, and ask to be transferd to a different department you are put on hold for ages (I know all their songs they play off by heart now!) and then get told you have been put through to the wrong person, and then put on hold again!
After about another 6 phone calls, I have been promised a cheque for £22 in the next week (seeing is believing!)
I'm still waiting for a bag to return my (useless) livebox modem.
All in all an completey incompetent organisation who's customer service is the worst I have ever had the misfortune to experience.
Well...I wrote to the one of the directors at her home address obtained from Companies House and that was over a fortnight ago. Guess what? No reply. Nothing. Nada. And it was a polite letter. The culture of a company is set from the top. Since she can't be bothered to respond, it is hardly surprising that their service is so full of s**t.
DIRECT DEBIT sharp practice! Orange seem to have developed a way to take more money off their customers by not setting up DD in time to catch the first payment, and then levying at least non-direct debit charge.
SUMMARY BILL sharp practice! Same thing here, even if you have said you don't want a summary bill, Orange are quite happy to relieve their customers of this small sum of money at every opportunity.
WRITING INSTEAD OF PHONING! Here's their customer services address at Bristol:
Customer Services – "Correspondence"
P O Box 10
Patchway
BRISTOL
BS32 4BQ
I urge anyone who has experienced the same kind of difficulties with incorrect DD or Summary Bill charges to write to them. I got £11.40 off my next bill and my daughter got a £10 credited off hers. It took some persistence to get this address, which doesn't seem to be give on their website. I only got it by phoning their Bristol Office and badgering the telephonist to give me the postal address. Best of luck!
OK, let's start with the "We are currently receiving a very high number of calls..." message when you phone them. It's not because people are calling to say WELL DONE is it! It's because they offer a terrible customer service.. in fact a terrible service full stop. I was quite excited when we, as a family, moved to Orange but that was quickly shattered when my wife took a "free" upgrade and was then charged £150 for it. To keep it short, it was our fault, obviously, as she was mistook the phrase "it's free" for "that'll be £150 charged to your next bill". After lots of calls and a chap in India telling me how the British banking system works and that I should cancel the direct debit to avoid the amount going out..... Know what, like Orange, I can't be bothered with this. They are pointless, and totally useless. I have had an endless string of cut off calls, rude people and brick walls when I try to complain. Don't go near them, don't use them.
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Buyer Beware - Orange does not operate a service in the North West Surrey Area, the signal is very weak or not reliable. The Company intentionally misleads the market as showing/telling customers via their various POS media that they have excellent coverage in GU24 area. They instruct their customer service team(not to blame)and the Sales Channels(not to blame) to mislead the market and customers.
Once you are customer on a contract, when you have signal/reception issue the will tell you the same story oh.. this is first I have I heard of the issue and that a mast as technical issue either North of south of your postcode. This is same line they have been pushing out since 2005.
If you live, work or pass through GU24 area one suggests you do not use Orange, you will only end up disappointed. The best network coverage is Vodafone, O2, T Mobile.
Take care as I said at the start buyer beware.
I find there staff friendly and very helpful, when i have any questions or wanting advice on the what upgrade phone to chose.
I usually get through to customer services within five minutes. If i wait longer at least they have decent music unlike some companies.
Dear sir/madam..
I wish to make a complaint regarding a member of staff,Orange,date protection & your policy on the discrimination act.
I received a call from a female member of staff,which will be recorded from your accounts team on 20/02/09 at about 15:O5-15-:15 in regards to my account being behind in payment of £229.
I tried to explain to the member of staff that I have been off work with a long term illness,on less then half pay to which my place of work had under paid me this month through their own fault & would not be able to make a payment this week.
Your member of staff then butted in to say that I would be cut off,which I am & if I knew I was ill,off work then I should of not got the phone,contract!
I said that I did not wish to speak to her & terminated the call.
I have been a customer for over 11 years & went on contract in Aug 2008 which has been a waste of money & time.
I say this because when I got the contract there was a free offer for 2 to 3 months to use the internet/email,which I was not able to use.
That was after going to the Orange stores in Leeds to see if they could sort the fault out but couldnt & both stores ended up calling the same number,Orange tech support that I had been calling, which you can be waiting over an hour to get through but the fault never got sorted & so I gave up.
You will be able to look into your records that I had been calling for over 2 months about the fault.
Going back to the call from your member of staff who called me on 20/2/09, 15:O5-15-:15,the member of staff had called me through my mother & fathers mobile number..***********,can you do that,is that not breaking data protection in some way?
I do have one good thing to say though & it is to do with a female member of staff to whom I think I spoke to in Dec/Jan.
This member of staff was very helpful,listened to what I had to say, my circumstances,to which should be on your records,I made a payment but I was advised that the barr would not be lifted but after the call,I dont know what the female member of staff did but reconected me.
I wanted to write/email a compliment about this person but was not able to because I had broken my right arm & ribs in December,so was not able to do this.
Then late January you sent me a txt,two days after I made a payment,you,Orange sent me a txt saying to switch off my phone so that you could send updates to my phone,which was an update to disconect my phone.
I feel that I have been a good customer over the 11 years,never taken any offers from you,not able to.
When your staff contact customers in future they should look at the last notes/notes on the account.
Orange should display on the contracts, shops,adverts & website to customers, not to take a contract out if your ill, off work or anything else that Orange discriminates.
I sugest that Orange & staff get trained in regards to the discrimination act.
I will be advising my family,friends & my work colleagues to not to use Orange.
I now wish to terminate my contract with yourselfs,under the grounds of discrimination & you can pick your phone up when you desire to.
Very dissapointed.
I have been an Orange customer for over 11 years, and right from the start I purchased their Line Two facility; that's two phone numbers on a single SIM. I was paying around £70-80 a month including £5 a month for the Line Two facility.
4 years ago I upgraded to a Windows Mobile handset, however this year it started to fail. As I was well overdue for an upgrade I looked for a new Windows Mobile handset with Orange that supported Line Two. Basically Orange no longer offer one - instead you either have to buy a Blackberry and sign up to Blackberry's data service (putting your monthly cost up), or split out the Line Two facility into a second (separate) contract, also putting up the overall monthly cost. Also, seeing as I wanted to stick with a Windows Mobile handset, all Orange could offer was the HTC Touch Diamond. Nice phone, but Orange were insisting I pay over £300 for two handsets!
In desperation I finally requested my PAC codes so I could at least retain my two phone numbers and take my business elsewhere seeing as the only option was to have two phones. First they attempted to disconnect me at that point. Then they made a fuss and gave O2 the run around when they tried to transfer my first number. Then they misled me about what I needed to do to transfer my second phone number to another contract, and had the audacity to suggest that their inability to support Line Two transfers was MY fault!
All in all it was a thoroughly disgraceful way to treat a loyal customer of eleven years. I am glad I have left them, and I will never recommend them to anyone I know. Their support staff are a shambles and their attitude to customers stinks.
I had two choices, wait another 20 days to re register or obtain a new email address using the pay as you go system..
I opted for the latter..what they didnt tell me was I had to log in the the original account every 90 days..or I would be cut off..this happened quite often as I didnt need an email address with my name mispelt..
Trying to get it sorted was a nightmare..as I cannot speak broken english!..
The ironical thing..if you ring up and tell them your leaving they immediatly switch you to a call centre based in the UK and you are put through to someone who attempts to talk you out of it by offering free months, modems and reduced charges.
If you need further proof that this firm are awful read the latest which ISP ratings..Orange are at the bottom (again!!)
when your 18 month contract runs out they will sign you up automatically for another 18 month without even asking you. not only that but when I enquired about an upgrade on my existing phone they told me because i had recently already renewed my contract it would be £100 quid, all because i didnt phone them until a week AFTER my previous contract ended, a contract which they renewed without my permission!
not only that, but do not ever under any circumstances let them put you on hold, 1hour initial hold to get through to the customer services, 30 min to get through to the department that deals with contract renewals and 15 minuits to get through to the department that deals with handset upgrades!! i spent more time on hold than anything! absolutly rediculous.
not only that but since this happened i have had them charge me twice for the same month, refuse to replace a stolen handset on their insurance (despite clearly saying they do) and ring me up at least once a week to try and get me to upgrade DESPITE the fact that i know from the above fiasco that itll cost me £100!!
(EHD had claimed they were sending me an upgrade when in fact they 'signed me up' to two full new lines - total bill now £250 for 4 lines!). Orange customer services etc are so hideously out of a Kafka story its hard to believe its really happening. The customer is always wrong seems to be there motto. DO YOURSELF A FAVOUR - GO WITH A DIFFERENT COMPANY!!!!!!!!
We asked for new box. It would show if its the problem once & for all? What have they got to lose? Face we expect. All fallen on deaf ears. They are intransgent & indifferent from the top down. A response from someome in management would not have been amiss surely?
We've written again but not holding our breath & reckon we'll cancel contract & go to a reliable & responsible outfit.Expect like other people it will be a right old headache cancelling?
Advice avoid Orange wanadoo like the plague
Consumerdesk at 22nd Mar 2007, 09:09PM
dougsy28@hotmail.com
Regards
Adeel
dougsy7 at 22nd Mar 2007, 11:03AM
peopleareneverhappy at 17th Jan 2007, 11:38PM
These people are blaggers of the highest (lowest?) order and seem to have the beaurocratic bible stuffed up their A***s!
Bad company, please avoid!
so anyone who needs Sanjiv Ahuja's email address let me know i'll be plastering it all over the web...
Firstly, their staff seem to be amongst the most militant bunch of doofuses I have ever dealt with, they are ALL TO QUICK to get on the defensive even when dealing with civil requests.
Secondly they agreed a contract with me, said I could send the phone back if I did't like it, so I did (on my own expense which is fair enough) then when I asked for a different phone (no higher spec) they said the contract offer had expired, none of this was I told if I sent my phone back. SO I cancelled then they have, I believe ripped me off with my final bill, saying I have sent 150 text messages in 11 days, (my usual monthly total being exactly that) I asked for proof of this and they said I would have to pay for it!!! I am not going to pay any further money so I just took the hit.
Also the usual problems about taking 20 mins to get through to someone, and CONTINUOUSLY being passed down the line.
Just started with Vodafone and hoping for a better service now - too early to tell though.
the following month i noticed that calls made after 8pm were deducted from the 200 anytime minutes talktime instead of been 'free calls'. when i complained i was told that in the terms of conditions of the offer, the evening free calls only kick in after the 200 anytime minutes have been used up. i'm very unhappy at the moment and this is just the final straw. i can never trust them and i would never believe anything any of their operators say.
What a mistake I made!
Firstly I have to say Orange were efficent at sending me the mobile handset, I got it the day after I called to set up the contract. I was happy with the phone, but it was just over a week later, when i received Oranges' "livebox modem" when the problems strarted.
I have a reasonable knowledge of computers, I got the livebox and set it up as instructed.
I tried to connect to the internet, but I got an error message. I tried a few times more, but still no joy.
So I rang up the Orange broadband customer support line. I explained the problem I was encountering, and they said they would run through the set up to make sure, I had the correct wires going inot the correct places.
I was told that the way I had my livebox set up was correct, and the only reason why it would not connect was because they could be a fault with my BT line. They told me they would do a line test to see what the problem was and for me to ring back in 2 hours.
I rung back and the results were "no fault found". I tried to connect for a few more days and still could not connect to the internet. I then was told I had to have another line test, and for me to ring back in two hours; I rang back two hours later (it was now 10pm)and I was told they would have to do ANOTHER line test and for me to ring back in 2 hours (or the results wouls disappear from their system). So I said "you want me to ring back at midnight? I have up be up for work at 4.30am! Do think it is a reasonable request?" "ok sir" they replied phone tomorrow it will be ok, so why did they tell me the bullsh*t about the system will lose the results of the line test after 2 hours.
(Thats 1 of many lies they told me!)
After another week or so I rung to see what was the status was of my BT line. Another line test was needed, and I had to ring back in 2 hours. By now I was sick of ringing back to get line test results. Why should I phone THEM back? Why cant they ring ME!? Thats not possible sir, thats bullsh*t You work for one of the uk's biggest telecommunication companies but you cant make any outgoing calls!! By now I was getting pretty hacked off.
I rang back the next day, and I was told they had found a fault on my BT line (at last I thought, they have found the problem!), I wa told within 24 hours the fault would be fixed and I would be able to connect ot the internet. I tried to connect after 24 hours, and suprise, suprise, it did not work. I kept on insisting that they send me another livebox and this would then determine whether the modem was at fault, but they were insistant it was my BT line and not the modem.
I rang back AGAIN and was told they had found another fault on my BT line and I was to call back in 5 working days and it would definatley be fixed.
Five working days went by, and it still did not work. So I rung orange and told them that I wanted to cancel my mobile contract. I was told that you can only cancel the contract after 14 days, and it now been 28 days. (Yes 28 days without the internet!!).
I said you have not kept your side of the contract (free broadband) so b*llocks to your 14 day rule, they agreed eventually.
I was then put through to a broadband support supervisor, asking me why I was cancelling. I told him what problems I had encountered and he said after looking at all my line test results, they showed that it was a livebox modem fault and a line fault! So who was lying? him? or the rest of the broadband support team? This made me even more angry.
The next day they sent me a bag to return the mobile phone, which I did.
My first bill, which I received shortly before I cancelled was for 2 months line rental (1 month in advance). So when I cancelled obvisouly I didnt owe al the money they were asking.
Next came the dilema of trying to settle what money was owed to orange and what money I was in credit by.
Virtually every time I rang Orange what ever time of day, whatever day of the week, they are always experiencing high call volume! Then when you get put through to somebody, and ask to be transferd to a different department you are put on hold for ages (I know all their songs they play off by heart now!) and then get told you have been put through to the wrong person, and then put on hold again!
After about another 6 phone calls, I have been promised a cheque for £22 in the next week (seeing is believing!)
I'm still waiting for a bag to return my (useless) livebox modem.
All in all an completey incompetent organisation who's customer service is the worst I have ever had the misfortune to experience.
SUMMARY BILL sharp practice! Same thing here, even if you have said you don't want a summary bill, Orange are quite happy to relieve their customers of this small sum of money at every opportunity.
WRITING INSTEAD OF PHONING! Here's their customer services address at Bristol:
Customer Services – "Correspondence"
P O Box 10
Patchway
BRISTOL
BS32 4BQ
I urge anyone who has experienced the same kind of difficulties with incorrect DD or Summary Bill charges to write to them. I got £11.40 off my next bill and my daughter got a £10 credited off hers. It took some persistence to get this address, which doesn't seem to be give on their website. I only got it by phoning their Bristol Office and badgering the telephonist to give me the postal address. Best of luck!
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