If the future is bright, then, in my experience,
the future is unlikely to be Orange. Because these guys wouldn't
know good customer service if it came up and impaled itself on their
antenna masts. Their website is often faulty, their customer service
lines are inefficient and expensive, and staffed - largely - by
idiots, who really rather wish you'd just go away and stop bothering
Here's a good example - one in a thousand such
irritating, inefficient, miserable contacts happening, I imagine,
up and down our Great Land every working day.
The dialogue speaks for itself, so let's get straight to it.
I am a Pay As You Go customer.
I checked my email (headers only) using my Orange phone
It cost me 8 pence, which, at the advertised £4 per
Megabyte, implies that the 20KBytes were downloaded.
I felt that was excessive for nine email headers, so I examined
the headers, and include them below.
They amount to 11,060 characters, which, at 1024 characters
a Kilobyte, comes to 10.8KiloBytes.
I realise that there may be some additional communications
overhead, but this does not account for the near doubling
of data volume I'm seeing.
So, please let me know why the cost for this network transaction
was nearly twice what I calculate it ought to be.
Many thanks & Best Wishes,
Chris Wesley <phone numbers provided here>
This drew an automated acknowledgement,
which I've included below.
All I really need is "Thanks, we got
your email, and we'll get back to you soon".
But - like most large companies, trying
to impress without actually doing anything impressive -
they can't resist the opportunity to pack these auto-generated
emails with corporate crap.
Of particular note in this one:
1. It's HUGE! All the stuff in red is surplus
2. They tell you how good they are - like
I'll believe them in the face of overwhelming evidence to
the contrary. "Orange are really great. No, honestly,
we really are.". Oh, please - give it up.
3. Setting expectations by lying Like Barclaycard
and many others, they allude to "unusually high demand"
and try to give the impression that the low level of service
you receive this time is somehow the exception rather than
the rule. It's far more likely that they staff their service
centres so that these poor service levels are entirely the
norm. Why? Well because they already have your money, and
you're calling to take more of their time without paying
for it. That's why. Invariably, sales centresare
staffed for immediate response, because they don't yet have
your money - and they want it. Whereas support centres
are staffed poorly.
4. They refer me to a alternative way of
receiving service - which costs me 50p per minute. That's
a tough choice, but... I'm going to decline on this ocassion.
Now we're into the arse-covering:
5. The confidentiality clause. Why is it
there? Why can't I share what they wrote to me with whoever
I choose? Perhaps to stop articles like this one from being
6. The opinions in this email are not necessarily
those of Orange?! How unfortunate. I sort of expected that
0 by calling Orange for help - I'd get some Orange opinions.
7. We scan for viruses but so should you.
Well, you know - if I hadn't have read that, I might not
have know. Orange constantly just adding value to the service
8. Orange is a subsidiary.. yada yaya.
Orange strive to supply customers with
the highest level of service and we would therefore like to
advise that this is an automated response.
Thank you for your mail.
We have received your mail and will respond as soon as we
can however, we have received a high
volume of emails recently which may delay our response. Account
specific mails or mails relating to lost, stolen, damaged
or faulty phones cannot be answered by email and will not
therefore receive a reply. Please call Orange Customer Services
on 150 (07973100150 from a landline) for pay monthly or 450
(07973100450) for pay as you go or you may be able to find
the answer to your query by going to www.orange.co.uk/helpandsupport.
If you have an Orange phone and you
are experiencing difficulties with your online account, you
can contact our technical helpdesk by dialling 439 from your
Orange phone or 07973100439 from a landline. Please note that
callers must be over 18 and calls are charged at 50 pence
per minute at all times. For any other queries, our customer
services helpdesk will be pleased to assist and can be contacted
by calling 450 from a pay as you go phone, or 07973100450
from a landline, or 150 from a pay monthly phone (07973100150
from a landline).
As this is an automated response, do
not reply as we are not able to answer replies sent from this
Orange Customer Services
Confidentiality: This communication is intended for the above-named
person(s) and may be confidential and/or legally privileged.
Any opinions expressed in this communication are not necessarily
those of the company. If it has come to you in error you must
take no action based on it, nor must you copy or show it to
please delete/destroy and inform the sender immediately.
Orange may monitor all incoming and outgoing emails in line
current legislation. Although we have taken steps to ensure
this email and attachments are free from any virus, we advise
in keeping with good computing practice the recipient should
they are actually virus free.
Orange Personal Communications Services
Limited is a subsidiary of
Orange SA and is registered in England No 2178917,
with its address at St James Court, Great Park Road,
Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
Orange Retail Limited is a subsidiary
of Orange SA and is registered
in England No 2439104, with its address at St James Court,
Great Park Road, Almondsbury Park, Bradley Stoke, Bristol
Thank you for your mail
I can confirm that there are several components which make
up the charging of GPRS in relation to sending and receiving
Firstly there is the initial GPRS connection to the network,
after this data will be transferred due to the fact that your
personal details and handset connect to remote servers. At
this point the headers will be retrieved, in doing this data
will be both sent and received.
This therefore accounts for the accumulation of data charges
you have encountered.
I trust this information is of use and resolves your query.
Orange Customer Services
Charlie's response is one day after
my enquiry, which is OK.
I don't like the recent trend towards using "I can confirm".
Cahoot do it. WHY? It's bizarrely un-natural.
And I don't like the huge corporate crap overhead which came
with it. I deleted it this time round.
Anyway, it's an acceptable response for a first crack of
the whip. However, it doesn't completely resolve my query.
Hello Charlie and thanks for your prompt and informative
Your literature talks about £4 per Megabyte but I can't
find any mention of GPRS connection charges.
Please let me know where they are referred to.
Quite separately, please tell me what they are - presumably,
the overhead is identical for each connection made.
I would be extremely surprised if they account for the missing
data volume we're looking at here.
Many thanks & Best Wishes,
|Next day I got a blank email from Orange.
It contained the subject headers, and the corporate crap - but
no substantive content...
Subject: RE: Case 4919384 Data Costs >=>MNC.ORANGE
Confidentiality: This communication is intended for the above-name.
Standard crap removed.
I think you may have made a mistake.
You sent me the email below, but it has no real content -
only your standard blurbs.
|No reply for three days. So...
Please address this for me.
[copy of earlier email]
|Nothing for a further six days. So...
Please respond to this.
[copy of earlier emails]
Nothing for a further five
days. So. ..
I didn't see a reply to my email below. Please update me
Thanks & Regards,
[Copy of original email]
Thank you for your mail.
I'm sorry to learn that you have received an email that contains
no content. Unfortunately I am unaware as to why this may
be. I apologise for any inconvenience caused.
Orange Customer Services.
Oh thanks Rob! I waited 14 days and sent
FOUR REMINDERS to receive this response from Rob, which
It's useless in a very interesting way,
though. It responds not to the email I most recently sent,
but to the blank email issue which I alluded to earlier
in the dialogue.
This tells me that Rob has the entire dialogue
available to him, and is CHOOSING not to address the main
What a nice man Rob is.
What excellent standards of personal and
professional integrity Orange cultivate.
Perhaps the future is bright and orange
Are we having fun yet?
I have sent you SIX emails on this topic, starting 18th March,
to get an answer to two simple questions. Those questions
1. Please tell me what the GPRS connection overhead is, and
confirm that it is fixed for each connection. Specifically,
tell me how many bites are transferred and what the consequential
cost to me is.
2. Please tell me where Orange documents this charge. For
example, the URL of the webpage, or a page number and document
Please reply, being sure to completely address both of these
issues so that we don't have to discuss it again.
Now I have a third issue I would like resolving:
3. Please tell me why you have done such an appalling job
of fielding this support request. Specifically, why did you
point blank ignore 4 emails, and why did you side-step the
main issue in your last two responses?
So - please ensure that your single response includes answers
to all three of these issues.
Dear Mr Wesley
Thank you for your mail.
Please accept my apologies that you feel the experience you
have had with Customer Services recently has not been to the
standard which you have come to expect from Orange.
The GPRS bundles which are available to our customers are
set to cover the majority, if not all the data transfer needed
to perform relevant tasks which require the GPRS network.
With regards to the breakdown of the charges incurred when
using GPRS, we cannot confirm exactly how many bytes are transferred
at any one time. This is due to a number of factors:
1. The amount of bytes needed to transfer the data across
the network. For example, when sending an email.
2. The size of the data (E.g email) which is being requested.
I regret to inform you that there is no literature available
detailing the breakdown of GPRS charges, however it is through
feedback such as yours that we are able to assess the effectiveness
of our service.
I understand this has caused you great inconvenience and
apologise for this. We would like to take this opportunity
to thank you for taking the time to write to us and inform
you that all points raised by your email have been noted.
I trust this is of assistance.
Orange Customer Services
I am very frustrated to see that - yet again - you have not
answered my questions.
Please therefore escalate this to your customer services
manager, and tell me who that is, and how I may contact them.
I know full well that the charges are based on the amount
of data transferred. Of course. That's obvious.
But your own support people have told me that the data transferred
is made up of two components:
1. The amount of user data transferred
2. The GPRS connection overhead
I have asked you - several times - to tell me what size (and
what cost) number 2 is. The GPRS connection overhead.
This will be clearly and completely understood by one of your
technical experts. This information IS available and I want
You are obliged to tell your customers how much you charge
them, and yet you seem to be deliberately concealing one component
of your charges from me and all your customers.
I'm not going to go away no matter how long you stonewall,
and you can be sure that I will be publishing the appalling
level of service you have provided so far,
along with the final answer when I get it from you.
So please tell me what that is now. And please remember also
to escalate this to your customer services manager, and to
tell me who that is, and how I can contact them.
My disclaimer trumps yours. I will do whatever I want with
this dialogue including posting it on the web as an example
of what a great job Orange does for its customers.
Dear Mr Wesley
Thank you for your mail.
I can confirm that the charges for the transfer of data over
the GPRS network are set as £3 per Mb for pay monthly
customers and £4 per Mb for pay as you go customers.
There is no additional charge applied other than for the amount
of data transferred.
There are also bundles available which, depending on your
usage, can significantly reduce the cost of data transfer.
Please find below details of GPRS charges.
Pay as you use data charges are:
for the first 3 Mb - £3 per Mb,
3-15 Mb - £2 per Mb
15+ Mb - £1 per Mb.
Orange World Access 1 - 1MB for £2
Orange World Access 4 - 4MB for £4
Orange World Access 10 - 10MB for £8
Orange World Access 25 - 25MB for £16
Orange World Access 80 - 80MB for £41.13
Orange World Access 400 - 400 MB for £52.88
Mobile Office Max 05 Fair use (1000MB) for £52.88
If you are a Pay as you go customer GPRS data is charged
at £4 per Mb. There is also a 'Browse all day for £1'
option available on the Orange World homepage.
I hope this information has clarified the situation.
If you wish to speak to a Supervisor regarding this matter,
please could you call our Wirefree Data Services Department
on 156 direct from your Orange phone (07973 100156 from any
other phone) if you are a pay monthly customer or 450 (07973
100450) if you are a pay as you go customer, where a representative
will be pleased to assist you in this matter. Your call can
then be escalatedthrough the propper channels.
Orange Customer Services
For maybe the 4th or 5th time you (Orange) have ignored my
I can only assume you are doing so deliberately.
Please therefore escalate this to your customer services
manager and have them contact me.
Dear Mr Wesley
Thank you for your mail.
I can confirm that the GPRS charges incurred when connecting
to your email server include charges for all data transferred.
This includes the data transferred for the verification process
which confirms that you have access to the requested mail
box. The charge is also dependent on the format of the text
downloaded. A complex text format will contain more data than
others, therefore data transfer increases. Bad "packets"
of data transferred via the GPRS (General Packet Radio Service)
network would mean that they will need to be downloaded again
for you to receive all of the information requested.
I hope this information has clarified the situation further.
Orange Customer Services
This does not resolve the problem.
Because you have not done a thorough job, you force me to
waste even further time on this. I believe this will be the
6th or 7th turn of the handle on what ought to be a very simple
Please refer back to my original enquiry.
I downloaded the headers on some emails and counted the characters
which were downloaded. They accounted for about half of the
cost - based on credit calls before and after I downloaded
You people said that the extra cost was down to "GPRS
I doubted that - and asked for a clear statement of the volume
(# bytes) & cost (pence) of this overhead.
Finally, you are addressing this - but you say that - effectively
- there is NO GPRS connection overhead. If you is correct,
then your colleague is wrong, and we are still missing 50%
of the cost. If you are wrong, which seems far more likely,
then this is HUGELY depressing.
I also note that you have ignored my request to have your
customer services manager call me. Unless you are the customer
services manager - which - frankly - might explain why the
service is so incredibly poor.
So, for the Nth time - please sort this out and please ask
your customer services manager to contact me.
PS: As usual, my disclaimer trumps yours. I'll do whatever
I like with this dialogue.
Dear Mr Wesley
Thank you for your mail.
After reading through the previous emails, I find that this
is a query concerning GPRS charging.
Therefore, as I am unable to involve any access to your account,
this matter must be addressed to our Customer Services on
450 for payg Customers.
The customer is billed per event, i.e every time you access
a new WAP or internet page you are billed for the volume of
data that is downloaded on to your handset/Laptop/PDA device.
PAYG GPRS is charged at £4 per megabyte
1 Megabyte = 1024kilobytes = £4
1 Kilobyte = 1024 bytes = 0.39p
1 Byte = 8 bits
The following information gives an approximate example of
costs to provide to the customer:
1 Page word document = 20-30 kb's = 7.8p - 11.7p
1 WAP Page = 600-900 bytes = 0.23p -0.34p
1 average website homepage = 34kb = 13.26p
I trust this information clarifies the situation for you.
Orange Customer Services
astonishing?! Isn't it unbelievably stupidly, inanely dreadfully
Who is the Orange customer services manager?
How much does that person earn? How much does that person
know about providing good customer service? Who are they sleeping
with to hold down their job, given performance of this dismal
quality? Who in Orange - ANYWHERE - is monitoring service
I can say very dlearly indeed as an ex-manager
of service organisations, that this person needs to be fired,
because they have demonstrated beyond any doubt that they
are a cretin. And - judging by the front-line people I've
spoken to at Orange, most fo them should go as well - they
appear not to be remotely interested in helping customers
with their Orange-induced problems, and many can't apparently
Anyway, just before this email arrived, I
was phoned up by Orange technical expert, Chris Harrison.
He confirmed that the actual cost of transferring data via
Orange's GPRS mobile network is about twice the rate they
advertise. The cost to you is not the £4 per megabyte
they advertise - it's nearer to £8, because of losses
and overheads in the network we Orange customers are charged
for - but secretly.
So, I looked Orange up at Companies House,
and found that Orange is registered in Bristol. So I sent
the email below to Bristol Trading Standards.
I have conducted a lengthy and painful dialogue with Orange
- the mobile phone people - during which they tried to avoid
talking to me on a touchy subject.
They advertise data costs for pay as you go customers as £4
But in fact, empirical evidence shows that the real cost is
about twice that price.
After being indecently insistent, I finally spoke to their
technical expert, Chris Harrison, who confirms that this is
the case because, in addition to the customer's data transfer,
the following additional (and un-advertised) factors are also
paid for by the customer:
1. Negotiation with intermediate servers on the internet
2. GPRS connection overhead
3. Recovery of data lost in the Orange network
4. Protocol overhead associated with managing transmission
I feel that Orange should not be charging their customers
for these internal factors,
and I most certainly feel that Orange should not be allowed
to advertise their data charges at about half or what they
really are as they currently do.
Orange are registered in Bristol, so I am sending this to
you folks, in the hope that you can help me to right this
I look forward to hearing from you.
Thanks & Best Wishes,
keep you posted - stop back soon
|Your Comments below:
|omg chris what a nightmare! I am on the verge
of exploding with frustration at oranges so called customer
service. I have 2 accounts with them, 1 is with three handsets
for my children, the other is my phone. Ineeded the direct debit
date changing as it was regularly going through before my salary
cleared thus bank ****charges +++ they couldnt change the date
so suggested I cancel dd and pay with my debit card on a monthly
basis. First ON the big account, (3 40/pm contracts)they charge
me 3 3 penalties for not paying by dd. Also this 40pm lark is
a lie cos even when the children do not exceed their minutes/txts
I have not had a bill for less than 150.Now on my phone I find
they have taken my payment twice.....more bank charges...I phone
them and the y say "oh yea, dont worry we'll refund you,
it will take 7-10 days" No I said I need that money back
in my account today. Approx 10min of miserable girl saying this
was simply impossible. I explained that I work in a sm!
all high street optician's practice, and if I, in error take
2 payments from somebodies card, I look them in the face aplologise
and do a debit card refund which is processed immediatly. Orange
cannot do this. No else available to speak to me and in any
event it would be pointless because thats just the way it is.
Nobody in payment processing today they said. I asked whether
they would be able to process a payment from my card today and
of course yes, had I wanted to pay them, that could be sorted
straight away. I am LIVID and feel so bloody exploited. Another
bill has been refused by bank because I thought I had 70 more
than I did. I have no money left and no food in the house.
|Orange are awful I had all the same problems!
There so rude aswell.
With Sky broadband now much happier will never eva have orange
again!! awful company.
Looks like you should get the Advertising
involved. Advertising one price when in reality it's actually
twice the price!. I say boycott Orange.
I did. They were useless. In my extensive experience,
if you try to use the instruments of the state to address
issues, you find those instruments are just as flawed as
the body you started out complaining about. ANd if you go
right up to your MP - still no dice. In short, as a tax-paying
citizen of one of the world's leading democracies - you're
stuffed, and there's NOTHING you can do about it. In the
end, even I get tired and fed up. Without running for prime
minister, it's all pointless.
|Just to say I totally agree with your comments
about Orange. They are completely useless. I can't remember
the last time I managed to log on to email straight off. Every
time it goes through all the password stuff, only to get 'Proxy
Error'. Very irritating and only acceptable if you have nothing
else to do but wait for them to fix their site. The only saving
grace is a delightful man who runs the Farnham Orange shop.
He is always helpful, explains everything very clearly, acknowledges
that their phone customer support is hopeless and does his very
best (which is good) to make up for it. As far as I can tell
the whole of Farnham goes into the shop to speak to him when
they need something fixing. Very happy for this to go online,
complete with my name. Thanks for letting me get it off my chest.
Jenny Rivarola. My email address is email@example.com if you
are able to reply (but probably not for much longer)
PS They also grossly overcharged me on my mobile account!
|I completely agree - Orange customer services
are useless, rude and incompetent.
I intend to leave as soon as my contract expires.
|Agreed - they arent the best! I just tried quitting
Orange for a faster service and, from my knowledge, they even
lied about me being able to get a faster service with a different
Be / O2 and others run ADSL2 broadband service on the BT
phone lines which for most people is quicker than ADSL, ADSL
being the system used by most providers. I said i wasnt happy
with the speeds we were getting and wanted to try someone
else, they then said the speed was entirely limited by various
things such as distance from the exchange etc, yes this is
true but i understand (and hoped they would) that ADSL2 is
quicker up to a certain distance from the exchange.
I am only 500 metres direct and 2km from the exchange which
is relatively good. Be / 02 still said i could expect 12mb
from their 24mb service, double what Orange told me i was
getting and at least 4 times what most online tests were telling
me. Clearly i was speaking to a sales person and they would
know its faster than whatever i'm getting at the moment, and
they also have to provide more clarity than in the past over
speeds, but telling me i'm getting only half the advertised
speed before signing up isn't normally the best sales tactic,
so i'm still going to switch.
|Orange are teh worse company I have ever dealt
|I have had similar experiences with Orange. I
have been a payg customer for many years, but earlier this year,
was in a position to go pay monthly. Everything went smoothly
until Orange transfered my existing phone number from my payg
phone to my pay mionthly phone.
At the time of transfer, they managed to shut down my emails
account on Orange.net Under normal circumstances, I would
not be too worried, but at the time I was going through divorce
and there were a number of important emails on the account
between me and my solicitor!!! (More fool me for keeping them
on a 3rd party system)
After about 2 months of being palmed-off (we'll sort in within
24 hours, 48 hours, by the weekend, don't know how long it
will take we need to recover the server backup), I was informed
that the data could be lost when transfering form payg to
pay monthly. Great! However, if I'd known that when I was
being sold the phone, I wouldn't have bought it!
Anyway, I am now 6 months down the line, Orange have still
not managed to recover the email data (they can if a judge
tells tehm!), and they refuse to answer my emails. After all,
why should I pay 50p a minute to access their technical help
line? I have also requested that they send me a reference
number/packaging so that I can return their phone - No response.
I have told them that I have stopped my direct debit agreement
with the bank - No response.
I have informed them that I have terminated my contract with
them, in accordance with their own terms and conditions, for
failing to provide a reasonavble service. You guessed it -
I went out and bought a pay and go phone from O2. Let's see
where that gets me!!
Needless to say, Orange will never receive any of my business,
now or in future.
|Nothing I read here about Orange surprises me.
they're obviously so big they think they can't be touched.
I've had my own bad experience with Orange despite having been
a loyal customer for approx 5 years.
Thank God I changed - and got a far cheaper package as well.
Orange Mobile customer NON service
I have an orange pay as you go mobile It's years old this
week the speaker decided to start failing. As I have 23 still
left on my phone (my new phone I had for Christmas isn't Orange)
I rang customer services below is the scenario that followed
8.20pm Rang customer services asked for refund said they
would get a superviser as they couldn't help - 5 minutes later
I hung up
8.30pm rang again once again I was left on hold
8.45pm I rang a third time, I wish to stress I was not rude
I just wanted a refund & someone to tell me how to get
Is was 9.10pm by now but this time I thought I was getting
somewhere & they promised someone would call back.
You will not believe the next bit I didn't.
My Mobile rang it was orange customer services BUT they were'nt
calling me they thought they were ringing someone else who
lived close by. They asked if they could credit (a complete
strangers phone) & could that stranger pop to my house
up the road & give me my money in cash!!!!!!
My immidiate response was NO, I AM the person who wants the
credit. I did raise my voice a few notches at that point I
was so incredulous, but I stress, I was in no way rude. Next
I asked the name of the Orange customer services adviser who
then told me it was Mark but when I asked again he admited
that wasn't his name & they are not to tell customers
Next the advice was to go to an orange mobile shop where
they would give me the refund of course I questioned if he
was telling me the truth, after everything else how could
I trust what I was being told (today I will find out). I tried
to ring again so I could speak to a manager but no one would
answer the phone.
I now believe I was being kept on hold because they thought
I was ringing from my mobile & it would use up my credit
so they wouldn't have to pay it back. I was lwas left angry
& upset that no one could help me with such a simple question.
|I have been with Orange since they went digital
- that's a lot of years. Originally the service was 100% and
the best. It is now total crap - reception in my village is
bad, the web-site gives the wrong information, software errors
occur on-line and you can never find a human being to speak
to at night. Finally, nobody listens to any complaints as to
the bad service. I definitely would say to anyone thinking of
joining Orange - think twice!
|I few weeks ago I decided to switch to ASDA PAYG,
from Orange PAYG because I couldn't top up on their website
any more. I'd tried telling them but they clearly weren't interested.
Every time I emailed them through their contact address I
got a response saying they couldn't respond because it was
an account specific query.
a) No, it wasn't. It was a general complaint / point of information
about their non functional account section on their website.
b) Account specific queries are mostly what I would WANT
to email them about. Clearly they prefer to force customers
to talk to the idiots they employ to answer their phones.
I was forced to ring their customer "services"
if I wanted to keep my existing number, so I gave it a try.
It took over two minutes to get past their "Okay.."
robot, then two or three minutes on hold, then I spent a total
of two minutes talking to a very polite total moron, followed
by 20 minutes on hold, listening to their mind numbingly tedious
choice of hold music. I pleaded with him to at least spare
me that, but apparently it was beyond his power to do so.
Result? I paid 3.01 (just checked my phone bill) to be pissed
about, before I finally hung up.
I now have a differnt phone number.
|i had an 18 month contract with Orange on the
Racoon plan. All was well until the phone was locked (why i
dont know?) when i tried to get it unlocked they wanted to charge
20 for the luxury - needless to say i used another phone until
my contract ran out.
However this was not the end. they continued to bill me for
my contract for an additional two months after the date and
then refused to credit my account back with the money till
the 17th September and gave the reasons as the system wont
A multi - million pound company that are quick to take money
out of your account but slow to pay it back! i will never
use Orange again and would encourage others to so the same.
I am just wring a letter to orange now.
I have no network coverage any where at home, no call register.
i cannot send or recieve texts.
After stupidly signing up for a 18 month contact i have fullfilled
this (£40.00 pm) after being advised that i pay off
the 18 months if i didn't require the phone. This was because
ACCORDING TO ORANGE the network was fine in my area. OK, come
on round and see for yourself you assholes.
I have now asked for this phone to be cut off 3 times, I
cannot get another phone as I am getting married in two weeks
and cannot change my number at such a vital time so need a
PAC code and diconnection.
If i cancel the DD i will end up with bad credit knowing
Orange....what to do??!!
I am writing them a lenthy letter but am sure I wll get some
automated letter along the lines of We are sorry to learn
this....our customers are valued......blah blah!!
I am tempted to sue for stress.....which would be a totaly
Just thought I'd let you know that I've taken Orange to court
twice this year and won on both occassions :-)
So far I've taken them for Breach of Contract and breach
of the Protection from Harassment Act and won in excess of
I'm setting up a new website telling my story and hope to
help people like me take Orange and other big companies to
court. Although my website is still under construction ( http://www.actionorange.co.uk),
I will be adding to it regularly over the next month or two.
|Why does Orange sell phones to be used in areas
with no Orange GSM Coverage in the UK?
|I called Orange to ask them if i could buy unlimited
monthly 3g internet access for my new nokia n900.
I told them previosly I had unlimited (1G) package with Three.co.uk
which was 5 per month.
They said they could do it for 16 per month lol I basically
laughted down the phone at them.
After that they then said they could discount the offer to
4 per month. So I said, ok I'll give it a go (big mistake)
Anyway after that I put the Orange sim card into my new Nokia
N900 and fired up the web browser, 10 min's later a page loads
I try another website, same thing happens, so i try a speedtest.net.
45mins later speedtest completed lol. This confirms my internet
access is not 3G. On top of that, I check my account online
and it tells me that I bought 4mb's of internet access lol.
This works out about 256 times less that what i got on the
Three.co.uk network (three.co.uk usage is 1 Gig per month).
And just accessing two websites and running a speed test nearly
used my whole months allowance.
I was on the phone to them straight away, after a very long
wait and after talking to 4 different people, I was finally
told that they are going to refund my 4. They told me it would
take 2 days for my account to be refunded.
After 5 days I checked my account expecting to see this money
refunded. The money had not been credited so I phone them
I was asked to explain what I had called about as they couldn't
find any notes. After that they must of found some details
me that I was not going to be refunded as the package had
been used. I expressed my anger and asked to speak to sombody
else, unfortunatly they were just as unhelpful.
Anyway Im wrighting this to express my anger, and warn other
people about Orange.co.uk and maybe stop a few people making
the same mistake.
Luckly for me Im a pay as you go customer, and didn't sign
up for a 24month contract oh and I used my remaining 1.00
credit on contacting customer services and causing them as
much aggrovation as possible lol
One last thing if anybody else buys a Nokia N900 and wants
to use Three.co.uk just run the Maemo update and Three.co.uk
works like a treat. I also changed my number to three.co.uk
and received 10.
I have had similar problems as the rest of
you with so called Orange customer services which has effectively
cost an arm and a leg in calls to their 450 number and in
the end got nowhere. I am of the opinion, their customer service
is useless and rather than give myself high blood pressure
and worse - a heart attack, I am going to end my relationship
with this disgraceful company as soon as my credit runs out.
|I just want Orange to say that Orange has the
worst customer care ever. Cancel your broadband with them and
they keep charging you for it. Get in touch with them and hey
it costs you afortune to try and get your money back. Do they
have a number for their customer care in the uk, no. You can
post to them but not speak to them. Just stay away from them.
I've tried to sort a problem for a month and half now, simply
trying to get back my own money but they just don't want to
know and every call just costs yet again
Orange are a nightmare to deal with. If you
need your broadband for work, the kids school home work or
anything else important then do not use them. If you need
support try going to the disconection department who may help
you and offer you the earth to stay.
If you are locked in to a contract then try this site :-
This site has 46,000 unhappy Orange customers registered,
I wonder why?
|add another unhappy costumer, new phone not arrived,given
many duff numbers then i was called luvy sweetie and chill by
soe idiot calling himself supervisor !!! oh another duff number
then phoned back and they cut me off
Terminate your Contract if we vary its terms,
resulting in an excessive increase in the Charges or changes
that alter your rights under this Contract to your detriment.
In such cases you would need to give us at least 14 days written
notice prior to your Billing Date (and within one month of
us telling you about the changes).
However this option does not apply if:
4.3.1 we have increased the Charges by an amount equal to
or less than the percentage increase in the All Items Index
of Retail Prices published by the Central Statistical Office
in the Monthly Digest of Statistics in any 12 month period.
|Do not touch Orange with a bargepole. Their customer
service is a myth, the frustration trying to converse with them
for the simplest of issues will make you ill.
|I actually used to work for orange, and always
gave excelent customer service, I worked on theyre blackberry
support and also mobile broadband. Although I agree the offshore
centres aren't great but i beleive the statement 'and staffed
- largely - by idiots who really rather with you'd just go away
and stop bothering them' is completely wrong, myself and all
colouges gave the best customer service we could provide and
also the full capacity of our knowlege to help our customers.
I therefore think the the above statement made by yourself to
be rude and personally offensive.
I respect your comments, but in future please take the fact
that a large amount customer service agents form orange and
other companies do provide the very best of customer service
and customers can be also be unhelpful and unwilling to be
Response: One Wwallow Doesn't make a Summer, John.
It's good to know that some of you tried hard to do a good
job, but really - look at the feedback above. The overwhelming
conclusion seems to be that the Orange Customer Service
organisation provides pretty consistently DREADFUL service
to its paying customers.
|Orange do have the worst customer service I've
ever experienced. I repeated my my email address slowly and
clearly 3 or 4 times and the guy still put it down as 'email'
instead of 'gmail'. The email was then failed delivery and they
didn't bother to check this.
I spoke to a supervisor who promised to call and check I
received the email in 2 days - no email, and of course, no
phone call from Sam the Supervisor.
I have now been waiting for something for 17 days which should
have been with me in 7-10 days.
How dare they open with the phrase ' we provide excellent
customer service '.
|Well my fone has been barred! We have sum1 elses
no on our account-we were told to cancel the dd while it was
sorted/removed. Was told it would take a few days....a MONTH
later its still there!!!
|Totally agree. Orange is utterly horrendous. Total
|Orange.... Hah! Was on the phone for ages last
night trying to negotiate an early upgrade. I fanally asked
the woman at the 'are you thinking of leaving Orange' department
"Am I valued as an Orange customer" the reply "well,
Is it any wonder that the customer services are so innefective
when the department supposed to be talking you out of leaving
will admit that customers are not valued - I should add that
our bills (mine and my wifes) are always paid and have never
been late - Will be off to O2 this weekend!
|Orange without doubt has a poor shit customer
service and and are very crap in retaining their customers,
ive been a customer with orange for 10 years now, im gald im
leaving them such arrogant bastards.
|Several months ago, I visited the Orange shop
on Princes Street in Edinburgh to discuss an upgrade to my Orange
I am visually impaired/blind and, as such, require an accessible
I was assured by one of the staff, a man named Omar, that
the Motorola DEXT would be suitable for my needs. I was informed
it has TTS installed. After much effort on my part it became
clear that the DEXT is not, in fact, accessible and is completely
unsuitable. It does not include any TTS system. My partner
was with me at the time and will verify I was told the phone
I attempted to raise this matter with the shop, and was told
there was nothing they could do to help.
After emailing customer services I have been told to go back
to the manager of the shop and that they cannot help me.
I went into a shop in Sauchiehall Street in Glasgow recently.
They contacted the shop in Edinburgh. Omar at first claimed
he could not remember me, and then insisted he told me to
contact Customer Services for advice.
I then phone Customer Services again by phone. They were
rude and insisted there was nothing they could do.
It has become clear that I was misled regarding this phone,
presumably in an effort to get me to renew my contract. Nobody
in your company is now prepared to do anything about this.
I regard this as illegal mis-selling.
This is the second time Orange has erred with an upgrade.
On the previous occasion I rang Customer Services upgrades
department and explained I needed a phone running either a
Symbian or Windows Mobile operating system. They told me the
LG Viewty was accessible and on Windows Mobile. When I received
the phone it was quite clear this was not true. I returned
the phone and eventually upgraded to an SPV-650 which, when
speech was eventually installed, ran very slowly and actually
worked, after a fashion, despite regular firmware crashes.
I am currently having to use a Nokia N73 that I purchased
privately, as the DEXT is unusable.
|I had similar emails from Orange when i complained
over an internet use charge above the daily maximum.
I ended up wasting over an hour of my life with an indian
call center explaining about orange products and website to
someone who didnt know or care.
Our family has four mobile contracts and we
also had a second orange home line and internet. I can not
put into words how utterly rubbish Orange's customer services
We have had so many problems I just can't list them all!
Even though they work out the far cheaper option for us we
have recently moved and cancelled the home line and will not
be getting it back. Once our mobile contracts finish we will
be leaving them too. I have never come across such a bad company
and to make matters worse over the last few months the mobile
reception has become neigh on unusable! What is going on with
The most recent thing is I rang to cancel our home line account
due to moving giving them 16 days notice, but they could not
cut us off in 16 days it had to be 14 so I was advised to
ring back two days later! I said no, just cut us off two days
before we move I just couldn't handle dealing with orange
again so they said ok!
We now find having moved that they should have disconnected
and stopped our line on 25th September but now it is 8th October
and the line is still running and we are being charged for
the new owners calls! They did not disconnect the line on
25th they just started charging us for all calls that previously
So now I have to face sorting out yet another problem with
orange having no land line yet having just moved and no orange
reception! Just sums Orange up really!
Would never, never, never, never recommend them to anybody!
|I too have suffered at the hands of Orange ("we're
committed to excellent customer service" bullshit!) i would
advise people to steer clear of these morons, if you have shares,
sell them, if you work for them - leave with your dignity intact.
I'm off to buy a O2 SIM this afternoon and burn the Orrange
one... the futures bright? i don't think so.
I work for orange and your so called bad customer
service site makes me laugh. For somebody who doesn't know
what I have to do to help you guys. Our job is very hard ,
and to sit here and let you slag my colleagues off is unforgivable.
These customer forums are terrible , people like you don't
give orange the chance to give that wow customer service ,
day in day out. So to put us all under one hat is very petty.
===< Our Response >====
Thanks for having the bottle to include your email address.
But look what you're saying:
"We try really hard and so none of these customers who
hate our service is worth listening to".
We have not filtered the feedback we get at all - we just
put it online. No one has written in praise or defence of
Orange so far. Now you do - and you're responsible in part
for the bad service - so no surprises there, then.
THAT makes ME laugh - or maybe cry.
And FYI, we always give everyone the chance to respond. This
is yours, and I will post it to the article, though frankly
- it does Orange no favours whatsoever. Your email goes a
long way to illuminate the culture of un-professional denial
which must be dominant at Orange Customer Services.
We have been Orange customers for over 4 years
but at the end of this contract we will not be carrying on
I find it undelievable how difficult it is to talk to a real
person and the expression "if you pay peanuts you get
monkeys" sums up the customer service staff i think.
|On Saturday the 20th. November 2010, (time 13:15pm.)
I purchased two new upgrade phones Nokia 5230 from The Orange
Retail Store, Newcastle-under-Lyme , one for my Wife and the
other for myself.
Keeping our original contact numbers we were informed by
one of the sale personnel that it would take up-to 24 hours
for the details to be updated by Orange and our new phones
and their new SIM cards would then be activated !
On Sunday morning 21st. NOV. at approx 10:00am. My wifes
phone became activated, mine however did not !
On Sunday and Monday I phoned Orange customer service numerous
times, some calls were dropped, other calls, the lines were
very poor in quality and Orange operators did not understand
When I did manage to speck to someone with regard to the
none connection / activation of my new phone that did seem
to understand, took all the details relating to the new phone
This happened three times, all with the promise from various
operators that it would be sorted and that with-in 24 hours
my phone and new SIM would be activated, it was not !!!
On Tuesday 23rd. Nov. I returned to the Newcastle-under-
Lyme Orange retail store, explaining that both the problems
with my new Nokia phone and Customer service to the store
personnel, they also took all the details, phoned Orange,
and assured me that both phone and SIM card would be activated
within the next 24 hours, it was not !!!
On Thursday 25th. Nov. 10:15am I again returned to the Newcastle-under-
Lyme Orange retail store explaining again my dissatisfaction
with the Orange service, the store manager and staff made
numerous calls to Orange, another SIM card was also used,
finally at approx. 11:45am. (one and half hours) I was told
by the manager that it would all be sorted within 72 hours
(Monday 29th. NOV.) and my new phone together with its new
SIM card would activated, I am not convinced.
This new phone has my old SIM card inserted by the manager
from my old phone, with the recommendation that when the service
is changed I should replace the old SIM card with the new
Ps. This new phone now bleeps ever 2-3 minutes, and states
no connection available even though I can still use the phone
My 2 week old orange phone died yesterday,
While calling thier customer service number, in addition
to their usual disclaimer of 'we are ecxperiencing a high
volume of calls' there was an additional one saying 'due to
adverse weather conditions around our call centres, we are
experiencing delays, please call back later unless your call
is urgent' or words to that effect.
When I finally spoke to someone (he was actually quite pleasant)I
asked him where he was and how bad the weather was. It was
hot, because he was in India.....
I have just spent a week trying to get an
Orange account to work.
2 chips later hours and hours on the phone, including statments
such as "we have no record of a call from you today".
After another day of frustration and speaking to another 10
people told to ring the same numbers etc. I was advised.
Pehaps we should just cancel this contract and start again.
We've tried that! It didn't work. I'll just take the cancel
bit and forget about the try again.
Now it appears no one has the authority to cancel this non
working account. However they tell me I will have to pay!
Another round tomorrow to try and rid Orange from my life.
How does an organisation become so incompetent?
|I can totally relate.
I registered for an orange account when I switched phone
networks (lured in by the promise of orange wednesdays) and
everything was great til I decided to change to a monthly
I discovered that I was being charged £12 a month (rather
than £10) just to receive a paper bill, so I asked them
to do it online. But lo and behold, my online account locks
I have done everything I can to access my online account.
The goons in the shop tell me that it's out of their hands
and give me endless numbers to call, as does the orange website.
I have called their support number multiple times only to
be given shpeel about "large volume of calls" when
it's 9.30 on a Monday morning.
Have emailed them detailing the problem so far and I will
let you know what crap they try and pull!
Grrrrr Orange make me so mad.
I am on the dolphin plan which includes 500mb of data. After
receiving my first bill I nearly had a heart attack! I can
truly say that I only use Facebook and the web in moderation
and retrieve my emails daily which I was told would be well
within the limits of my allowance. So I was shocked to receive
a text stating that I had nearly used my allowance but not
to worry I won't be charged but my speeds would be slowed
down, I was a little bit shocked that I had but thought their
text was fair enough.
Well, I received my bill and noticed they had whacked a whopping
20 quid on my bill for data usage! I rang customer service
to explain the txt they had sent but coincidentaly they denied
all knowledge ( I would of shown them the txt but my Crap
HTC had to be exchanged and I list the text, sods law) then
they proceeded to lecture me on how I use my phone and accuse
me of blatantly lying. She even went as far as using her own
data activities as an example.
Feeling very patronised I ended the call with my tail between
my legs. I have since stopped all data sync on my phone and
I'm still being charged between 10 - 15 quid extra each month.
It just doesn't make sense and I'm tied into this for another
twenty months. What a mistake!
I now have an HTC desire that's useless and a network that's
Crap with hardly any signal!
I had an interesting thing with Orange when
I first set up my PAYG with them.
I was requested to set up a security code (fair enough) and
did so. Not, as you might expect, typing the number in on
the keypad, but saying the number to a person on the other
end of a poor quality line who spoke such terrible English
it boggled my mind that she was even employed.
Anyway, I spoke the number very clearly to the woman, she
confirmed it correctly etc. I then received a text message
from Orange with my phone number and the security code. NOT
the code I actually gave! So, this code is required for when
you want to turn off age restrictions and other such things,
which I attempted the minute I turned 18.
Neither of the codes work, and the customer support team
were less than helpful for the hours I tried to explain this
to them. Now, I have a smart-phone which gets wi-fi, so I
don't need to deal with that sort of thing any more. But it
still annoys me, because if I'm in an area with no wi-fi signal,
I can't access forums. Or help sites. Or anything with open
discussion. For some reason these are deemed as "adult"
and therefore, I, at 20 can't access them. Something quite
wrong there. They know how old I am. I had to give them my
D.O.B when I joined.
Why must I go through all this?
I stumbled upon your website today while idly
searching google for "why is the orange website rubbish".
Your efforts are an inspiration to all of us who have been
through a similar experience but have lacked your resolve
and tenacity to stick at it.
Thanks (it also made me laugh in a darkly comic way).
LOL, I just tried to register an account for
a PAYG phone and this is what I got after typing in the phone
number and Captcha Code at
https://services.orange.co.uk/sam/sam (note their email address
and a second error mentioned):
Internal Server Error
The server encountered an internal error or misconfiguration
and was unable to complete your request.
Please contact the server administrator, firstname.lastname@example.org
and inform them of the time the error occurred, and anything
you might have done that may have caused the error.
More information about this error may be available in the
server error log.
Additionally, a 500 Internal Server Error error was encountered
while trying to use an ErrorDocument to handle the request.
IBM_HTTP_Server Server at services.orange.co.uk Port 80
I work for orange also , it's hard to admit
that these are some true facts.
With this in mind we have heard some terrible story's about
our service level from our offshore call centre. However this
site has been put together and has theoretically put every
member of staff under one hat.
Me and my team have spent long hours perfecting your dream
of what customer service should be. At the end of the day
, this site is nothing but opinions , and strictly no facts.
Individuals are credited for there above the line service.
I have seen comments like "who are they sleeping with
to be a manager" , why Iam happily engaged.
Can you see what this site is , you are upsetting a lot of
"innocent" agents if you like. From the replies
I have seen on this site , iam expecting nothing but sarcasm.
REPLY FROM LFB:
It may be hard for you to accept
that some of these terrible stories are true, but there is
no reason to think otherwise, is there? These comments have
been coming in over MANY YEARS; people are so utterly sick
of you, that they searched online for "orange customer
service", found the article and bothered to send their
own feedback. And for every one that did all of that, there
will be HUNDREDS MORE that couldn't be bothered but were also
abused by you people.
Yes, they are "nothing
but opinions", but then every human utterance is an opinion
- what's your point? Your opinion seems to be that you're
all wonderful and we're all wrong. I know which side my opinion
This site may be "upsetting
a lot of innocent agents", but clearly, no manager is
upset enough to sort your ABYSMAL operation out. They just
keep taking the money, wearing the suits, driving the company
cars, and abusing their paying customers.
You and your team may well
have spent long hours perfectly our dream (what the hell does
that mean? Corporate drivel!) but clearly, your long
hours have been fruitless, because you still stink mightily.
I suggest you stop denying
the validity of honest customer feedback, and wake up to the
facts which seem to be that you people are treating your customers
dreadfully and you've been doing so for a very long time.
Then, when you see the light,
I hope you'll start fixing it.
Orange customer service is a misnoma;
I have spent 40 minutes today just trying to get a PAC code.
The reason for the delay - the data protection act!!!! THEY
copied down my date of birth incorrectly and, despite all
the other information being correct, needed verification of
every aspect of my life including the make and model of phone
I bought from them (it broke after 9 months) and the exact
amount of my last bill - who carries phone bills around.
Shocking case of 'jobsworth'!!!
how on earth do these people get away with
it. surely there are organisations that monitor companies
such as orange. as far as i can see they are not doing their
i have had a default set against me by orange may i add unfairly.
when i contacted orange to inform them that i had no signal
for a laptop and dongle i had purchased. they just seemed
to act like common criminals from the outset.
i was informed that i did have signal and to just keep paying
the contract. on asking if someone could come out to check
that there was in fact no signal i was told that is not a
service we provide. in other words just keep paying and shut
up. they left me with no option but to hand in the laptop
and dongle and cancel the dd.
from my experience with orange i have learned one thing.
their customer services people must be told to get the money
no matter what because they just are not interested in listening
to reason. i tried on many occasions through emails and phone
calls to resolve this matter and was met with the same drivel
every time. just pay up and shut up.they even deny having
any records of the phone calls as i stupidly made them from
an orange phone. was that a mistake or what.
they have ruined my life to the extent my girlfriend and
i will never be able to buy a house together as i am 45 and
too old to get the mortgage i need after this year.the default
remains for six years.
i hate orange with every bone in my body and if i can ever
help anyone teach them a lesson then i will gladly do so.
they obviously have no consideration for anyone bar themselves.
if you get yourself tied into an orange contract then you
are in it till the end no matter what. these people are the
scum of the earth stay well away from them.
I am currently having major problems with
these cowboys. Worst provider I have ever been with, would
strongly advise people to steer clear.
Examples of the correspondence I am having with them below:
I eventually found the CEO and his e-mail address (email@example.com,
please feel free to e-mail him direct and pass on my regards)and
e-mailed him direct as I was getting nowhere with the clowns
in customer service:
Dear Mr Alexander,
Please forgive the e-mail directed to you but I feel I have
exhausted every other avenue open to me.
I would like to draw your attention to the above account.
In December 2010 I purchased an I-phone 4 from one of your
outlets in Manchester. This handset was bought outright as
a Christmas present for my Son. As he is a minor we put him
on a pay-as-you-go contract. After a couple of months we realised
that this was not working out for him as more internet usage
was required. Myself and my wife returned to where we purchased
the handset and discussed this with a member of staff in the
shop. We told them we had noticed another provider who could
provide the package we were looking for and asked if Orange
could match this. Unfortunatlely Orange couldn't, so we thanked
him for his honesty and discussed how we go about getting
the phone unlocked so we could go with another provider.
This was in February this year when we made the initial enquiry.
Today is the 6th June and it has finally been completed today.
My son finally has a phone he can use again.
I feel I must point out to you some of the disgaceful examples
of customer services I have experience over the last four
months. I will attempt to keep them brief although it may
prove to be a little difficult.
* On one telephone conversation with my Wife when she was
enquiring why, after the 14-15 days it would take to receive
the unlocking code from Apple and it had still not turned
up, he laughed at her.
* On two seperate occasions we have had customer service
agents hang up on us. Once on my wife when she asked to speak
to a supervisor as he was raising his voice to her. The second
time was last week when I had phoned to ask why, for a third
time, we had stll not received the unlocking information that
had been paid for twice, by this time. I was put on hold for
a while, only for him to come back and say he would transfer
me to a technician, he didn't, he hung up on me.
* I had a phone call from customer services? on Friday 3rd
of June and spoke to a lady by the name of either Blanca or
Bianca. I got the feeling she had phoned up just for an argument.
I had to remind her of her role within that conversation as
the customer services agent and me the disgruntled customer.
Continually talking over me and interrupting me. At one point
whilst trying to explain that Orange were registered in Bristol
with Companies House and that I intended to raise a complaint
with Bristol Trading Standards, she sarcasticly repied 'all
Companies are registered with Companies House'. I made several
requests to speak to her supervisor/line manager. Unsurprisingly,
without success. I then requested to speak to the customer
operations Director Scott Anderson, again without success.
At the end of that conversation I was told her supervisor
would contact me on Monday 6th June. No such call arrived,
*during this conversation, your customer service agent went
to great lengths to tell me that Orange had only received
two calls from me to enquire about having the phone unlocked.
The first in February which she said was just a general enquiry
about how it would be done. Then an official request on the
15th May. This is untrue. I have three Porting Authority Codes
(PAC) sent to me by Orange. As I am sure you are aware these
are sent out when an unlocking request is made and £20
has been paid onto the account to pay for the unlocking code.
I feel as though I have been deliberatley kept waiting for
this to try to stop me moving to a different service provider.
I had three phones on the Orange network. My son's has now
gone, my daughters will be gone mid June. Unfortunately, I
am Tied to you in a 24 month contract. This contract ceases
in December 2011. This date cannot come quick enough.
I think your organisations customer services are disgraceful.
I have never had the misfortune to deal with anyone as bad
I intend to raise these issues with Trading Standards and
[EDITOR'S NOTE - GOOD LUCK
- IN MY EXPERIENCE OFCOM ARE ENTIRELY WORTHLESS, COMPLACENT
I am hoping you have a bit more moral fibre about you than
your customer services Director and agents. We shall see.
I look forward to hearing your thoughts.
I received this reply: On 7 June 2011 08:03, Executive, Office
Thank you for your email addressed to Mr Tom Alexander, Chief
Executive Officer, Everything Everywhere Ltd.
Please be assured that your correspondence is important to
Tom, it has been logged and your case has been allocated to
an Executive Assistant who is empowered to act on behalf of
Tom. We will endeavour to contact you within the next 48 hours
excluding Saturday and Sunday’s, however please do not
be alarmed if it takes a little longer as the time frame can
be dependant upon the complexity of the investigation involved.
Our aim is provide you with an excellent standard of service
at all times.
Orange Executive Office
My reply to them:
I think you are missing the point. I have gone directly to
Tom Alexander because of the way I have been treated and spoken
to by your customer service agents, the last one worked in
the excecutive office (or so she said). I want Mr Alexander
to explain himself as to why your customers can be treated
in the way I have mentioned.
I can assure you that I am not going away until I have had
contact with him personally. The e-mail was addressed to him
personally, Why has he not responded personally?
I had hoped that you would contact me personally. Perhaps
being a mere customer I am not worthy of being contacted by
you. The Customer Service (executive team) are the same team
who contacted me on Friday 3rd June and blatantly lied to
me. Why would I want to deal with them?
I will re-state the question Mr Alexander 'do you have a
bit more moral fibre about you than your customer services
Director and agents'? It's not looking promising is it?
I got this today:
Please respond to firstname.lastname@example.org
Dear Mr Rutter,
Thank you for your email dated, 6 June 2011, addressed to
Chief Executive Office, Everything Everywhere Ltd. As I am
Manager your email has been forwarded to me for response.
Please accept my apologies for the delay in responding to
you. I had
initially tried to contact you on Monday afternoon but I was
Your comments about the standard of service you have received
acknowledged and I am sorry that you feel the level of service
you, your wife
and your son has received from Orange has been disgraceful.
On reviewing the issues you have raised I can assure you
priority was to resolve the issues that were raised about
unlocking code. During your conversation with Blanca I understand
requested to be released from your own contract free of charge.
fully appreciate that you are unhappy with our service I cannot
justification to authorise this request.
I am sorry that this response may not be the one you hope
for but I assure
you that I fully considered your case before reaching my decision.
My reply to them:
As expected you have not answered any of my questions. I
said in the original E-mail that I dd not want to deal with
anyone from your office and you have just added weight to
my reason for that. None of the issues I raised have been
addressed. This does not surprise me. The fact that you 'were
unsuccessful when trying to contact me on Monday', does not
surprise me, although I am sure you tried very hard. I had
my phone on me and switched on all day and was working in
an area with excellent reception too. Odd that eh?
Now I would like Tom Alexander to have eyes on this e-mail
and respond to me personally. I am very persistant and will
not go away until I have spoke to him.
Nightmare. Will never use them again or T mobile.
This phone number will get you through to the executive office.
Please use it to register you complaints with them and please
feel free to tell them you got the number from me.
|Orange are abysmal, customer services are dire.
I got a new phone for my daughter and went to register the
account so she would know how many minutes / data she would
On registering we found a complete strangers name attached
to the telephone number. Not only did we have his name, but
also his address and home and business telephone numbers.
On this page we were told to phone 150 if the details did
not agree...we did. After 14 minutes we were told to take
the phone back to the shop, a mere 10 mile round trip.
On hanging up we found 14 minutes of the inclusive minutes
had been used, leaving 3 minutes odd over the next 5 days
after which the full inclusive quantities are given in full.
My daughter is now back with my ExWife without her new phone,
needless to say more than a little upset.
I have emailed the phone shop (who are not to blame so won't
even bother saying who they are) and am hoping they will have
a bit more luck than we have.
Reading through all the postings here, I think the best bet
is to cancel the contract and go somewhere else.
My Daughter (15 years) has an iphone, which
she saved to get. She is with Orange and is allowed £10.00
credit as her pocket money.
I asked her do you have enough credit on your phone and she
said, "I have none, and I haven't been on the internet,
I don't know how it's gone.
logged on to my Orange account and noticed a lot of GPRS
in the middle of the night when my daughter was asleep, rang
Orange and aske why all these charges and would they give
her back her credit.
The[y] told me she should not have an Iphone because it contacts
the internet when your asleep !!!.
asked them to switch off her connection to the internet and
they cut her phone off completely...
Orange have just lost 4 more customers. .. trying to get
all our pac codes at the minute it's like pulling elephants
Orange are a pain.
I bought a payasyougo phone from phones4y with a 20 pound
top up which was not credited to my phone.
When I contacted orange they actually hung up on me.
Phoned them again they refused to credit my phone with 20
pound which i had paid for the top up they told me to go in
to the phones4u store one of the customer services people
from the store.
Phoned Orange and they refused to credit my phone and asked
to speak to me. When they did they asked me the same question
about 5 times: "are you in the store?" - I said
yes. The orange person said all he could do was register my
swipe card again. I told him I wanted the 20 quid credited
to my phone.
After a lot of arguing with phones4u orange and myself, Orange
eventually credited me with 20 pound.
As soon as the credit has gone on the sim back to o2. Glad
my phone is unlocked to any network.
Orange are totally useless.
Just found out that my 400 free minutes do
not include picking up my messages from ansewring service.
My bill is therefore £8 higher than it should have
Orange have also overcharged me by 3 each months for the
last 12 months and despite my calls and their promises the
money still has not been refunded.
yes yes agree with everyone about Orange.
I was invited to send my phone back for refund as it didnt
work abroad - sent it recorded, they admit they have it but
it takes 28 days to raise a cheque, then another 28 days,etc
Then in the end I have asked for my phone back as they obviously
have no intention of honoring their promise to refund.
As I am without a phone wrote to Tom Alexander chief exec
to have my phone returned immediately. Someone from hisoffice
has emailed this am (after 20 emails to them and no one dealing
with my calls).
They no longer have my phone but they are having trouble
issuing cheques, cant get my money or my phone, have been
told to contact OFCOM
This one beggars belief! "Having trouble raising cheques"?
The Mighty Organge are HAVING PROBLEMS RAISING
CHEQUES?! I would ring them up again. Tell them
you are recording the call as you'd like to place on record
that they cannot raise cheques. Tell you them you plan to
publish that call on the LFB website. We'd LOVE to postg it
High Street Crooks. And the institutions
which we finance to kill off this kind of evil are almost
all, entirely worthless - they talke he money and use it to
block real people and maintain a stinking status quo. And
then we die.
On 08-08-10 I started a contract with Orange
for a dongle for 18 months, at £35 per mth.
When I started using it I discovered it to be all but disfunctional,and
returned to the shop to ask their advice, and was informed
my computer was not set up correctly.
I took my computer to a local expert who informed that the
dongle was not working properly, cost £25.
I returned to the shop and told them the dongle was proven
to be faulty, the shop told me it was because too many people
were using phones while I was attempting to use it and that
at night would be the best time to try it. Having done so
between 2am and 7am the dongle did not fare any better.
I again returned to the shop where they told me I must contact
Orange Cust Services. I informed him I had tried this on numerous
occasions at unbelievable expense and had no reply. He then
gave me a number to contact which I have tried but there is
no answer. I am now unemployed and am still paying £35
a mth for a dongle I cannot use even for job searching, all
told the dongle has cost me about £680 to date but I
have been unable to improve on a download speed of about 3.6kps,
which is a fraction of what I was told it would work at when
I began the contract,about 6mps-7mps.
I will be changing to BT when the Orange contract runs out
in Nov but it is a long and frustrating wait knowing that
Orange are being paid a small fortune for pathetic service,
reprehensible attitude and a customer service system that
is very obviously designed to be there only as a figment of
the customers mind, and does not actually exist.
Is there anything I can do to hold Orange accountable for
theft or breach of contract or something, as it is clearly
beyond them to provide a network service, or customer service?
I have taken great pleasure of ensuring that none of my family
or friends will use Orange again, by asking them to contact
their customer services, to no avail of course, realising
then that if they had a problem they too would be out on a
I am hoping that near the end of the contract Orange will
contact me and attempt to con me into renewing it, and that
I may get the opportunity to have my say, however this will
not compensate for the costs I have incurred.
Joseph, Of course, our Great British society provides trading
standards, and so on, but in our experience, virtually all
publicly-funded bodies like this are useless. You might try
our complaint letter writing service.
I have been with Orange for many years on
a pretty duff tariff now compared with what's out there. I
also had my broadband and home phone with them.
About 3 months ago, I experienced dodgy internet connections.
When I contacted Orange to try and sort it out, it took many
long phone calls and promises that I would be called back
when the relevant team was available - they never called.
I had to speak to a supervisor before they agreed to send
me a new router.
This router rattled internally on arrival, clearly broken!
Several phone calls later, another router was sent out which
seemed to finally fix the internet. . but now my so-called
free phone line which was through the wireless router (and
already therefore out of action during the time the internet
was) developed a delightful fault whereby I could hear every
third word or so. Thus rendering it useless.
Orange had no concept of compensation. I barely got one
month's refund on my broadband charges. On top of which, my
mobile phone bill more than doubled as I was having to use
it to make phone calls that I would have made for free with
my internet home phone. They actually laughed at me when I
put it to them that they might like to compensate me for this.
I got nowhere with their customer service except to get
a massive headache. So I decided to switch to O2. Now my latest
problem is that since I switched, they refuse to unlock my
handset even though on their website this should not be a
problem (although it's claimed to take 30 days, in which case
you may as well as get a new phone anyway!) I've been told
the website is out of date and they have a new policy since
the last month. And they cannot contact me since I don't have
a working mobile. How convenient for them!!
I find it so depressing to ring them. After being on hold
for nearly 45 mins, they cannot get past their script. It
is impossible to speak to a supervisor, and if you do get
passed through, they only tell you more of the same. I emailed
them as well, and several days later, got some crappy letter
saying if I wanted to stay they would offer me the same deals
they are offering new customers.
Their customer service has definitely gone way way downhill
since a few years ago, and isn't really a customer service
at all any more. Plus they don't seem to have their act together
So I would not touch them with a barge pole again either.
Am debating how to get sufficient compensation for the poor/lack
of service I have experienced.
|Your story about Orange is par for the course
as far as I am concerned. Broken promises, broken contracts,
lies, falsified documents, ignored letters and hundreds of different
departments means customers do not get a unified service. Actually,
no service at all.
The Customer Annoyance Director is doing a fine job!
I won't bore you with the details of my experiences. Suffice
to say they are much in the same vein as those already expressed.
Orange are DREADFUL.
Phoned to renew my contract, was quoted a price that included
data..guess what..(alas, previous bad service under my belt..should
have known better!!)..first bill, £30 charge for data.
Luckily my contract is 12 months, I will NEVER EVER use orange
again. If someone robbed me like that on the street, I could
call the police..Orange are muggers, of the corporate kind!!
Hi - Glad it isn't just me I have been trying
to get money back from Orange (alsmost £80) for over
I have sent 3 emails, made 4 phone calls and still nothing.
I haven't even had an acknowledgement of my emails. Apparently
they made a payment to me then decided to stop it for reasons
best known to themselves.
They are the worst organisation I have ever had to deal with.
I'm now being told that will take them another week to get
the money back to me - any suggestions anyone?
Just bought a San francisco smartphone as
it had good reviews. Branded by Orange and came with a £10
PAYG top up.
The phone set itself up doing various system downloads. I
set up links to my email accounts and downloaded a handful
of emails.Checked a couple of webpages.
Most of the time I had connected to my home wireless so presumably
it was using that to access the internet.
The last thing I tried was to dial a call- all I got was
a message that I had no call credit left!
I am now unlocking the phone and will use another provider-
from what I can see most offer better deals. I use Orange
broadband having had it from before it was Orange. Tried to
get my MAC code - guess what - can't get through after several
I have just read about orange customer service
from someone on this site. I think the person was being quite
picky. Why didnt he just go to the cheapest provider instead
of spending all his time querying an overhead charge.
RESPONSE: Because I have a burning urge to remove
lies and injustice wherever I find them. Moving on, is like
walking around the violence on the street, or ignoring dishonesty
when you find it, or smiling and accepting p*ss poor service
on the High Street. It's the British way, and it stinks.
Our tolerance is why we live the way we do, why we
pay the taxes we pay, why we have the governments we have.
Standing up and saying "NO I'm not going to stand for
this" seems like a good way to fight - to right all the
It doesn't really work if very few of us do it, which
is why Let's Fix Britain was set up. There are far more of
"us" than "them", but unfortunately, most
of "us" are lazy, apathetic, over-tolerant and conflict-averse",
so - I guess we're stuck with things the way they are.
At least we're not forced to drink from mud puddles
and die young from mal-nutrition, but I still find the stench
of poor British service, in all it's forms, offensive, and
I won't be nice about it and roll over quietly while someone
abuses me for their own profit.
I posted earlier- I have Sanfrancisco phone
that used up £10 of credit setting itself up. So I paid
for another topup on the Dolphin PAYG scheme which claims-
top up with £10 and you get some free texts and 'free
unlimited internet access' although the small print says 100Mb.
Since then some email header access is uncharged but others
So a phone I use only for email notification when away from
home is getting through a fortune in call credit due to 'free
unlimited internet access'.There is no information on any
extra 'Dolphin charges' on the website or terms and conditions.
A complaint to Orange was answered by an answerphone message
giving me some story about needing to spend an amount before
the deal kicks in. Have just sent another complaint email
detailing dates of top-ups and usage costs. Will see what
comes of that.
Have sent for a SIM card from another supplier so will not
use Orange whatever.
Following an earlier thread and comment- likewise I am infuriated
by the blatant misrepresentation of the 'Dolphin' service
by Orange- quite frankly I consider it a fraud.
( Ever tried to use the 'online chat help' facility? It goes
straight to a standard Faq page- pathetic)
|Orange GPRS charge ? More and more people noticed
this. Who should regulate this guy? We need complain to the
I had a orange broadband and mobile package.
It has taken many many calls, referrals, cuttings off whilst
'on hold', waiting for them to answer, paying for the call
whilst doing so, being charged after the account was closed,
being sent a credit bill against my future costs (there were
none by then the account was closed), 3 calls to get through,
being told on every occasion that there were unexpectedly
high volumes, being told there was a problem , put on hold,
line dropped, calling back, being told the cheque is in the
post (literally told that!). This process started in June.
It is now november, I still dont have money.
I will NEVER pay orange any money again--- I recommend that
Orange are a disgrace and I am happy to say
I shall never have to deal with them again.
To cut a long story short, I was a customer for two years,
moved house, and had no reception at all in my new area. I
decided to change networks.
Orange tried their hardest to make it a complete nightmare
to do so. Amongst other things, a customer service agent actually
accused me of being a liar! I took great offence and ended
giving him a piece of my mind. Out of pure spite, the agent
then refused to issue me with a PAC code because of supposed
'security reasons' that didn't exist before the argument.
Orange were operating outside of the law at this point, as
it is illegal to refuse to issue a PAC code. I simply could
not be bothered with the hassle of taking them to court, so
they got away scot-free. As a result I lost a very valuable
business phone number which no doubt lost me a lot of business.
I've been busy spreading the word about Orange, and have
managed to pursuade a lot of friends and colleagues to switch
networks, I suggest you all do the same.
I have an orange email account with a live
box. To my extreme annoyance orange are denying me access
to my emails unless I agree to sign a new contract for a year.
They are continuing to take a monthly charge of £14.99
whilst trying to blackmail customers into staying with them.
Surely this goes against trading standards alone!
I have an orange email account with a live box. To my extreme
annoyance orange are denying me access to my emails unless
I agree to sign a new contract for a year. They are continuing
to take a monthly charge of £14.99 whilst trying to
blackmail customers into staying with them.
Surely this goes against trading standards alone!
I phoned orange on 450 to say my google account
had been disabled the man I spoke to hung up on me so very
I will be going back with virgin 6 years no problems
ORANGE ARE THE BEST!
You people need to get real! ive had the best customer service
today from a UK call centre, replacing my blackberry for me
even, though it is now out of warranty and I stupidly believed
I wouldn't need insurance.
Im sure some of the comments on here are called for, but
I cannot believe some of the stupidity I'm reading.
for me, today, orange have been really great, and once again,
have come up trumps....better than the previous vodafone and
So... the hundreds of people who hate the way Orange
have treated them, need to "get real", you think,
because you have concluded that ORANGE ARE THE BEST,
because you. ... had a nice day with them?
If you didn't have the vote, if you didn't drive,
this would be amusing. But you're an adult, for Christs's
sake. How can you be so utterly stupid?
Orange are indeed rubbish.
I signed a two year contract for 3G phone, only to find I
can't actually get 3G coverage in my area. I complained and
they more or less told me to like it or lump it. I will be
RESPONSE: Mary, we are not legally qualified, and
so we cannot give legal advice, but you may have a case for
breech of contract. If you can prove that the service they
offer is not fit for purpose for which you purchased it, then
they may be in technical breech of their contract with you,
which may free you up to leave it.
In dispute with Orange who have informed me
via text message that they are putting the price of my contact
up by just under 4.5%.
I phone to complain, basically got told to shut up and put
up! The guy I spoke to didn't even know the text messages
had been sent out. I e-mailed a complaint, they answered the
same day, explaining to me all about the current economic
climate. I wrote back informing them I am not a total moron
and am aware of what is happening in the world around me.
Strangely enough they have not replied since, but I shall
send them a reminder today and every day until they do address
I am sure they will get fed up of this before I do.
We've seen several cases of this in recent days.
Don't hold your breath on the out-bothering them
thouh! They have all the power. By ignoring you, ignoring
your questions, failing to answer your questions, keeping
you waiting weeks or monsth between cranks of the handle (due
to excessive demandno doubt) losing your correspondence,
passing you from pillar to post, and other low tricks, they'll
wear you out.
Great Britain's commerce thrives on this kind of
dismal treatment. I would not be surprised to learn that there
are courses in how to do this.
And the Trading Standards organisations, and the
Ombudsmen and the Watchdogs we all fund, are all complicit
in maintaining a stinking status quo.
There is a strong incentive to run a customer services
department which is dismally inefficient. If you staff it
with idiots, and pay them a pittance, then that's what you
So you build a low-cost wall of incompetence between
your dishonest money-taking activity, and the people whose
money you took. The amounts are relatively small, and so you
can pretty much rely on customers getting fed up and buggering
off eventually, so basically you're immune from consequences.
And these days, you can even keep them waiting in
a telephone hold que while you (a) charge them for the privilege
and (b) advertise at them.
So the worse your service, and the longer you keep
customers waiting, the more passive income you earn. And this
What a fantastic business model. People get knighted
for running such fine Great British enterpise. I personally
know of more than one example.
WHY IS IT THIS WAY?
If anyone in government were serious about doing
a good job for consumers, then this would not be legal. The
steps to take are trivially easy, but they have not been taken.
Ahhh, democracy, and the Great British Way.
AND THEN YOU DIE. Good, innit?
oh my god I am utterly stunned there are soooo
many complaints to orange I knew they were crap but not quite
this crap !
I havent had any major pprobs with them until recently loosing
my phone. ... after this I have since recieved a new one and
now have found that for the last two months my two bills have
been averaging at £300 !!!!!!
I have since been told. ... data charges ! I have used no
more data than i have before which never went over my 500mb
allowance and as i only use facebook I am baffled !
I am following this up at the moment and will be using this
site as ammunition ! thank you lfb !!
Ill keep you all posted !
Orange website is the worst for online mobile
i always try to check my mobile bill online but it never
opens its says our site is under development.
its a worst site 02 is better than orange in customer service
Tried to access my account with orange online
but it kept crashing.
Eventually got through on phone to customer services to be
told they were aware of the problem - it had been ongoing
for 2 weeks - and were still trying to fix it.
Advisor was helpful but if this was a long term problem why
couldn't orange let it's customers know?
Incidentally phone calls didn't cost me as you can call customer
services for free on landline, tel:08000790004. Also has bonus
that you go straight through to advisor!
thank god i am not the only one to have had
such a nightmare of an experience with orange !
I am a university student so as you may be aware money is
always carefully spent but every month without fail orange
will overcharge me for things I havent even used.
The last 14 months i have only had 2 bills which are almost
correct the rest of them have been from £12 to £68
more, I have no idea how they can warrant this especially
as my tariff had everything so i couldnt overspend !
I go into store to complain and all i get told is to call
customer service when correct if im wrong but im pretty certain
they are customer service. In october i got a new contract
with vodafone while my orange one was still running but removed
the sim card and sold the hand set so the sim card was loose
on my desk.
The last 2 months bills for a sim card that hasnt even been
used came to £157.89, they also for some reason deem
it acceptable to take the money when they please even after
they asked me what date i would want the direct debit to be
All I can really say is im so grateful to be away from orange
now and hopefully the shameful excuse for a customer service
and company will cease to exist for much longer !
My advice to anyone is go to phones4u they will buy out contracts
with your current provider as long as you dont have like 18
Have had the same problems with the indian
call centres not being able to do anything, and the same with
The way to get an english call centre is to ring disconnections,
if you get the right operator they can sort it, but if you
ring from a land line it costs a fortune, from a virgin mobile
it should be a fixed rate 10p call.
Dear who ever reads this,
I have had the same crap with orange to. Internet charges
data charges, telephone bills over £2000, orange customer
services telling me im abroad when i am on the phone to them?
off a uk landline??, 8 people promising to ring me back never
do, 6 months later of my 24 month contract still no joy.
I have a broken phone also, i pay insurance but wont replace
Its sort of makes you wonder which zoo they got their employees
from does it not?
I have emailed , I have rang, I have bent over backwards
to sort this.
Yet again nothing! oh well keep trying!
Orange Business Customer, soon to be O2 customer :)
RESPONSE: Well, keep trying is one option, but really
some ass kicking might be rather nice.
We very much appreciaet evertyone who has taken the
time top report their prioblems with Orange here, but LFB
is all about FIXING Britain - not lamenting how broken it
is, and with that in mind, please consider reporting Orange
to your local trading standards office.
if you are not happy with their service, you
should cancel your direct debit with the bank as well as with
Once you cancel it with the bank, they can't take any more
payments. don't tell the bank why you want to cancel it though,
just say you want it cancelled. good luck peeps.
RESPONSE: We need to notice that cancelling a derict
debit may breech your contract with Orange, who may then open
legal proceedings against you. If Orange's service is unusable
you may have them in technical breech of their contract with
you, which might justify your cancelling the DD, but you need
tobe aware of the legal implications.
Anyone being persued by Orange in a case like this
is very welcome to use our complaint
letter writing service. With the vast history of customer
misery documented here, I imagine they would likely buckle
at the firt hurdle.
Well at least you got an answer from Orange.
You should avoid Orange Luxembourg in case you travel to
Luxembourg. They charge (by the way that's the only thing
they do). There networks is very bad. You loose coverage very
often even in the Capital, Luxembourg-City. They don't answer
to e-mails and the helpline is not reachable. They disconnect
you after 2 hours waiting time.
The live changes with Orange.
I prefer to eat an Orange, and call with LUXGSM.
CHEATING ORANGE !
I took out a roaming facility with Orange in Feb 2009, an
ICON225 with SIM card, for emergency use overseas, in eastern
Saudi Arabia. I had experience of being overseas but not of
that area of Saudi.
After arriving in Saudi Arabia, on 24/2/09, I tried their
unit to email home and it would not connect.
So I phoned them and was told to have it checked locally
at an ISP they knew of, I did this some 4 days later, left
it with the Saudi ISP and picked it up the next day and was
informed that the Sim was corrupt, so I called Orange again
to be told that a note would be put on my account.
At that time I stayed in a hotel in Dammam so was able to
use their hard wired service.
I moved out of the hotel on 20/3/09 and moved to a PM residence
some 60 miles away so I bought a Saudi PAYGO Dongle + SIM
system with top up cards, and used it until I left Saudi on
2/5/09 and was home in the UK on 3/5/09. (when in Saudi I
could not check my banking online).
When I got home I found that Orange had charged me around
£290 during April and up to 1st May.
Thus I wrote them on 4/5/09 asking how this has been charged,
I got no reply.
I was then living in Kent, and I went up north to Scotland
to visit friends and family returning on 20/5/09 to find another
bill from Orange dated 15/5/09 for roaming charges between
7/5/09 and 12/5/09 inclusive,- amounting to £2218.87.,
thus I wrote Orange again complaining that I was home in UK
at the dates of this usage.
Over the next 6 months, I had communication with Orange who
kept saying I was liable, I sent them evidence that I left
Saudi,-e.g.. my stamped Exit Visa 2/5/09 , flight home details
2-3 /5/09,, a bank statement showing I was at my local ATM
on 5/5 and 8/5-09, but they kept saying I must have gone back
to Saudi, and that I had put the foreign SIM in their ICON
225 , was steaming videos and thus incurred the charges. It
is impossible that I was at my local ATM on 8th May 09, in
UK, yet be in Saudi on the 7th. & 8th May , using the
internet on roaming facilities, - oh;- unless I was able to
travel akin to Doctor Who ! - Orange offered to cut the bill
by 50% , I refused as I did not use their system.
I then complained to the Adjudicator - CISAS, however Orange
played dirty and failed to give CISAS all my evidence, that
being special exhibits such as the foreign system purchase
receipt, my Exit Visa, photographs of the two dongle units
and SIM cards, plus they made several false and miss-leading
statements that swayed the Adjudicator’s decision in
their favour in Jan 2010.( they had said they would pass everything).
Following this I endured four Debt Collectors , three backed
off on my evidence, such as I had then, however Orange sold
the incorrect debt to the fourth Collector, I reckon in July
2011, so they have been pursuing me since August 2011.
I am certain that the SIM was cloned by the Saudi ISP that
Orange sent me to in Feb 09, plus I found out that it was
through that very ISP that the charges came to Orange, I kept
requesting the foreign details,-to date I have never received
Orange also said that the usage could be from the month before,
I knew this can be, as before in 2005, I had delayed charges,
but- the dates of use were as the month before, not as per
the month of the UK ISP’s invoice (The usage dates don’t
change !). On 26/1/2010 I had the ICON 225 checked in the
UK, the result was that it was corrupt.
I also found out by checking again that within the incorrect
usage there was also a double charge of £455.91., since
then Orange have refused to discuss the matter anymore and
now it is Jan 2012.
I have even emailed their Chief Executive officer, who just
passed the issue to the Orange EX Office.
However, just after Christmas last year I found a website:
- www.unlocked-dongle. co.uk , which shows that an Orange
ICON225 is locked,-- meaning that their story of myself using
another SIM in their dongle is utterly impossible, as well
as being that my personal usage is untrue in any case.
Since July 09 Orange have put an incorrect mark on my Credit
file which has seriously affected my financial status and
my health, and I still have a fight on my hands to get it
cleared and hopefully to sue Orange for 32 months of stress
Customer relations !- Orange have zero !!!!
I took out a contract with orange late last
year and set up a DD when it wasnt taken I assumed they had
a heavy workload and waited.
Beginning of Jan received a letter saying 3 months plus the
current month were due so paid them immediately.
Asked why they had not taken DD they said my bank had refused
it, checked what bank details orange had, they were correct.
My bank stated in writing that orange had never tried to
When they did not take the feb payment I rang and paid by
debit card and they charge me £3.58 for the privilege,
the person I spoke to read out the bank details and they were
wrong so dont know whats going on.
Discovered they have placed markers on my credit file taking
my credit rating from excellent to low.
In over 30 years I have had credit paid on time never missed
any payments then orange do this all for £15 per month.
Worse is if they had sent emails to my orange online account
I could not get them because their system will not accept
my password no matter how many times I change it.
Wish I had seen this lot before signing up
for 24 months on Iphone, only to be told after BY TEXT a few
weeks that the cost was going up.
Dreadful business practice and as you all say, absolutely
abysmal customer service. I can see why I haven't got anywhere
at all with them and don't get me started on OFCOM or CISAS....
|someone at Orange has re-registered my SIM in
someone elses name, I have lost all of my credit, my free minutes,
I have had this number for 10 years, when I call them to complain
the hang up on me or make crap promises that they will call
me back and never do......................
So to mister Orange FUCK YOU iv'e just joined 02
|The worst ever customer service I have ever received.
I was given wrong information while upgrading. i have launched
a compliant but they gave me all crap answers like the agent
who made your upgrade might be on vacation and his team manager
might not have come today. They never gave a call back. After
more than 1 month I called them back and fixed the issue.
Worst customer service, no proper standards are being followed.
Very much frustrated and feeling guilty for chosing orange.
Someone at Orange has stolen my mums BT Phone
Number and told BT to cancel her account.
She has had this number for 10 years, when I call them to
resolve this matter (with a BT operative listening in) they
make crap excuses and blame BT, I have been cut off several
I've spent over three hours on the phone trying to resolve
this - an Orange manager has now promised that they will call
me back...watch this space......
I would rather use 2 bean cans on a piece of string than
ever use Orange.
Absolute bunch of useless cnuts!
|i have been trying to get my phone unlocked for
about 5 months now, the first three is acceptable as it says
on the orange website, somewhere, that you need to wait 5 months
for them to be able to sort you out with a mobile unlock code.
the first time i called i was directed to view their website
as i had called them after 2 months of having the phone and
not 3, fair enough
3 months come and the phone had been an orange phone that
i ring them up and they say, oh no, you need to wait another
month now, im like, umm no excuse me but i have already waited
a month and it says clearly on your website that your customers
must wait a month for the code to be available, check again...
so they check again and see i need to wait 3 days, ok not
so bad, maybe i called them a little to early, no problem
really so far
i call them again 3 days later and am again told to wait
another month and i then get angry, no i have waited three
months already, look on your website, do it now, it says three
ohh no you have not had the phone for three months yet, you
have only had it for 2
. . NO! i have had the phone 3 months i can prove this, no
our system say you be with us for 3 months
(you can imagine him saying it in the voice that fonejaker
uses for the 'internet providings' guy)
i had been with them for 3 months, yet since buying the phone
had only got a sim a month later and registered it, so this
is why, i said cant i get the original sim and get it unlocked
with that, they say no as i am the owner of the phone now
and have to use my sim, which requires me to wait 1 more month.
i got pissed and hung up the phone, then re-rung them again
twice to speak to someone else who each gave me the same answer
in the same annoying accent
one tho apparently says i can so we go through everything,
even past me paying then she looks again and goes, oh wait
you need to wait another month...
i wait another month like a dick and ring up again, then
told to wait another day, so a day passes and i ring again
was told to wait another month, now hulking out with rage,
shout down the phone
some shitty response, i hang up and try again
this time they are like yes sure, but wait you cannot do
just so you know i bought this phone from ebay 2 weeks old
apparently the person that bought it with the original sim
has to do it, i cannot do it as i dont have the original sim
and therefore am not the original account holder of the phone.
great! i could have got this done a month ago, they also
mention to me that i will have to wait about 31 days for the
code to be processed when it is done.. oh dear, i really hate
i manage to contact this person and they are like sure yeah
i will do that for you and gave me their phone number so i
could transferr the money it costs, i already had in my account
from paying before, into their orange account.
i ring orange, yet again to sort that out and APPARENTLY
i now have no balance in my account, ohh yes you have been
charged for intenet usage
FUCK THIS! my new phone is a smart phone and updates email
automatically, HOWEVER i had it connected to a modem the whole
time which was never turned off, so it shouldnt have used
to the orange network! \"sometimes the connection with
your modem cuts out and you will be charged for intenet for
your phone.. pricks! i am now £20 down and i never even
wanted to use orange yet they have somehow conned me out of
i ask to speak to their manager, the person says that they
will say exactly the same thing as them, i say i dont care
i want to speak to them anyway, they say that same sentence
about 5 times before i get really annoyed and INSIST on speaking
to the manager, i am then put on hold for about 10 mins, wasting
my minutes on my other phone i have to use on a contract i
have with tesco mobile that i was supposed to be using with
my new phone. i finnaly get to this guy, he says the same
thing. i get angry and explain this whole thing to him, he
then tries to adress the unlocking situation and says he can
pair my current orange sim with my phone and will not need
to other persons details, he also offers me back £10
but not the full £20 dispite my insesant complaining
and explaining of how it was not my fault but oranges for
charging me when they werent supposed to!
halfway through this call the phone cuts off as i have used
all my minutes talking to them about this simple request so
i now call them back and attempt to get hold of the manager
i was just speaking to, it takes around 20 mins, wasting money
from the home phone now but i finally get hold of him and
finish the discussion
the sim is paired and the code is off to be generated
i wait about a week then an email comes through with the
code, even though the manager said they would personally call
me back to sort it out
i dont really care tho as i have the code and wasnt charged
the extra £10 for it even though they said i would have
to re-pay them
i input this code into my phone...
... and now for the BIG anticlimax. ..
IT IS INVALID
IT DOESNT WORK
IT IS WRONG
IN SHORT, ITS A PEICE OF SHIT LIKE THE COMPANY THAT SENT IT
i recently called back and told them and apparently would
get a call within 48 hours, i am now in the 3rd day of waiting
and have not yet reveived any such call
i really feel sorry for people on a 24 month contract with
orange and who have to put up with this shit for 2 years!!!
|Echoing the last comment about Orange unlocking.
I bought an iPhonehone via ebay 4 months ago knowing it to
be locked to Orange. The seller kept the sim to use in his
new phone. I contacted Orange for a new sim (free - according
to their website. They told me it would cost £25 as
the iPhone used a microsim which the helpline person said
was 'because they cost more to make' (pure BS). I balked at
the cost and went on another provider's website and they sent
me a microsim immediately - free!
I then contacted Orange to book an unlock code knowing that
I would have to wait 3 months (even though I had no contract
with Orange) After the 3 months I called CS asked them to
unlock - which they said would take another 30 days (why!!)
and would cost £20 (WHY !!!) I agree and then spend
about another 30 minutes on the phone while he checks the
IMEI, etc. All is fine says he and I should get the code before
I wait 3 months and still no code - so phone CS again. Very
polite man but prevaricates and say ther must be a problem
with my phone if I have no received the code. I threaten to
take this to OfCom so he then takes some time to check and
concludes there is no problem and the code will be sent 'within
24 hour but possibly within the hour' Tow days later - still
no code. I phone CS again and this time they say that he was
wrong to say that and that it takes 3 months. I get politely
angry - and threaten with OfCom unless they put me through
to a Supervisor. Some time later I get a 'Supervisor' who
tells me the phone number and IMEI don't match. I say this
is rubbish and all was thoroughly checked when I applied for
the unlock code and found to be fine. She then says that as
I have just got the phone I will need to wait 3 months. I
point out that I have had the phone 3 months already and applied
for the code a month ago. She finally checks and say 'OK -
that's true' an says she will take it up with the unlock team
but this could take another week or two. I say no way, I want
it sorted the same day so then the 2 weeks becomes 72 hours.
I say no way so then she say 24 hours.
I have a feeling I will be talking to Orange some more. ........
possibly through a solicitor though
|This is an email and letter i have sent to orange
I’m writing in regards to an Orange account I hold
On 10 March 2011 I took out a contract for 12 months which
gave me Orange
internet access on the Dolphin 1GB. At the time of taking
out the contract I agreed and signed that the monthly cost
would be £15 per month.
In October 2011, I contacted you to query why my monthly
charge had increased to £20 per month and not £15
as agreed. I was advised that this may be due to going over
my data usage, I accepted this however, it was not confirmed.
Due to problems with my personal computer I have not used
the dongle to access the internet. However as I took out
a contract with you for a 12 month duration I appreciate
that I would still need to continue paying the monthly cost
until it ended in February 2012.
I was recently checking over my personal banking accounts
and noticed that I was still being charged £20 per
month since February. I assumed that the monthly cost would
stop once my contract had ended with you. In addition, I
had not received any communication to advise that my contract
was due to end or that I would still receive an ongoing
monthly charge. I contacted you to question this and spoke
to your customer service agent named Peter, who was very
quick to assume that I should be checking my online personal
banking for any debits and it was my error that you had
continually taken the payment.
Immediately I cancelled my direct debit and was told that
I would receive a further bill for an additional £20
even though I no longer hold a contract with you and that
if I didn’t pay it then I would suffer the consequences.
Since November I have not used the dongle or accessed the
internet through Orange. I take into account that I took
out a contract with you for 12 months so i would be liable
to pay the monthly cost.
Since my contract has ended i have paid an additional £160
in costs for something that I have not used, in addition
to a monthly phone contract.
I believe as a business you have a brand to adhere to and
one which differentiates you from other mobile phone providers
which was one of the reasons I chose to take out both contracts
with yourselves. However, I’m now completely disgraced
with the lack of service that I’ve received from you
in helping me resolve this issue.
I expect to hear a response within the next 14 days; otherwise
I will have no option but to end all services with you.
*** This is an email i was sent as a response from the executive
email from orange*** Below
We appreciate the time you have taken to write to us, however
in order to resolve any issues you have, you would be required
to contact our Customer Service team. Our Customer Service
team is equipped to deal with all issues relating to Orange
products and services. Should you be unhappy with the response
you have the right to make a request for your complaint
to be escalated to a Team Manager and then if still unresolved
to the relevant Operations Manager, in the unlikely event
that your issue remains unresolved the Operations Manager
will contact the Executive Office for further advice or
alternatively they will escalate the issue on your behalf.
For details of our complaints procedure please see the Orange
Code of Practice for Consumer Affairs, a copy of which can
be found online using the following link.
Whilst we appreciate the above is not the response you had
hoped for, the Executive Office is responsible for a variety
of work practices and as such is not necessarily the quickest
route to resolve an issue. Please be assured that resolving
any complaint or issue as quickly as possible is our primary
i am so furious with the way that the Customer service agent
spoke to me he accused me of the fact they where charging
me to be my fault and that any contracts coming to an end
with them or ending that they never let the customers no and
that they didnt need to
I am an Orange engineer and work on the field side of things
(ie masts, radios etc). I have worked for them since nearly
Even I must admit that our customer service is appalling,
even when we tried to sort out our "company phones"
we were put through hoops and talked down to as though we
had no clue as to how phones and mobile systems work!
I wont stick up for them as the service has got worse over
the years, mainly due to turn over of staff and outsourcing
of call staff.
I have lost count the amount of times I have visited a customer
complaint to discover it was a handset fault causing their
problems and could have been resolved days if not week ago
by simply replacing the handset.
They do tends to think the customer is stupid/ignorant of
tech stuff and usually when challenged the revert to the flow
chart method of dealing with a fault.
However as usual there are some good ones unfortunately they
often leave because they are underpaid/undervalued/treated
as idiots by those above them.
I have been with Orange on PAYG for 6 years
now and am becoming increasingly frustrated with them.
Recently i noticed that i was being charged double the rate
for some emails, when i phoned them they denied that this
was the case and would not do anything about it. Yet i checked
my balance with them before and after sending the texts, so
i know that i have been overcharged.
Recently my incoming texts were delayed by a full 3 days
and i tried to complain via their website obly to get a standard
response that they are "unable to answer my query"
and that i should ring them. I dont see why i should ring
them and have to pay for the call.
Now i am unable to retrieve my balance on my phone since
they have announced that they will be changing to EE phones,
yet i receive all sorts of unwanted advertising crap off them
every day, even after setting my phone to stop the advertising.
I am now fed up with Orange and will be switching to another
provider when my credit runs out.
|After a lengthy email complaint to Orange which
Firstly, I do NOT wish to be called by any Orange representative
as I want all communications to be documented in emails.
I received this lovely email back from them:
Please accept our apologies, we are in the process of improving
our e-mail service, and cannot deal with your e-mail enquiry
at this time.
For the moment, can we ask you to use one of our alternative
Customer Service channels, where our advisors will be happy
to answer any question or resolve any enquiry you may have.
You can contact us, between 8am to 10pm by :-
dialing 150 from your Orange handset or
calling us on 07973100150 from a landline*
If your abroad you can also contact on 07973100150**
You can manage your account online, 24 hours a day at Your
You can also manage your account and get answers to most
questions, using our Your Orange app, available to download
for all smartphones
You can talk to one of our agents using our Click to chat
services on our website
Alternatively, our Orange helpers are always ready to provide
support if you visit our social media sites @OrangeHelpers
on twitter or search for Orange Helpers on Facebook
Apologies once again, but we hope to be back soon with an
even better email service, so we appreciate your understanding
at this time.
*calls are charged at local rates if you're a BT customer,
but if you're with another provider it may cost more so
** calls are charged at international rates.
So what do I do now? I have no intention of speaking to them
again on the phone as there is no documented record of the
idiotic things they tell me and now they can't even email
me? Surely they'd have a system in place as a temporary measure?
|I have been trying to get a promised refund from
Orange for 3 months.
I am now overseas and have racked up over £20 in phone
calls, still with no response.
Their email system (despite being promoted on their website)
sends the following reply after lodging a complaint: Please
accept our apologies, we are in the process of improving our
e-mail service, and cannot deal with your e-mail enquiry at
I have followed up with Citizens Advice, but this route will
also involve extensive overseas phone calls.
All I can say is after two years with orange
they are truely a bunch of shits.
I have seen and heard it all from orange so called customer
services and that's when you can understand them.
Got to agree with the majority of writers regarding
the absolute disdain that Orange "customer services "
treat customers with.
My own story is I ordered a new san francisco2 phone on the
Orange website on 18th December asking for delivery on 24th
Dec I received an e-mail within minutes confirming my order
and stating the delivery b4 10:30am on the 24th.
As this was to be a xmas present I was quite happy with confirmation.
Needless to say the delivery date came and went and no phone.
I checked my bank account and the money had come out for the
phone and £10 top-up.
I left it until 26th and sent an e-mail "which would
be responded to within 24 hours (joke). No response so i rang
and was connected to someone that barely understood English
let alone spoke it and was put on hold for 10 mins while they
supposedly looked into it and Suprise surprise the connection
after ringing again I was finally told he would pass my concern
to a supervisor who would ring the sales team (wouldn't give
me the number to ring them myself) After 2 hours the supervisor
rang me and told me he would put me through to sales. 10 minutes
of cheesy xmas music and i had to go through my story again
with the sales rep who told me "the orders been cancelled"
I asked by who and the reply was we cancelled it because the
phone was out of stock, I told him i had confirmation of order
and delivery time etc and the cost had been taken from my
bank to which he replied "well thats what you get for
ordering on-line" because it was after 8:00pm when you
ordered and the computers don't update b4 6:00am it must of
I asked why I hadn't been informed as they had 6 days between
order and delivery and I was told "well its Christmas
and we cant keep everyone up to date on things and anyway
you should have ordered it earlier if you wanted it for xmas
" I told him when i ordered they gave me 5 different
delivery days b4 xmas and he then put the phone down on me.
Orange is utterly dreadful; I have spend hours
and hours and hours trying to get my out of contract phone
They are utterly incompetent and rude. I am so pleased that
I no longer have a contract with them.
10 years ago they actually knew what decent customer service
was. They are now a nasty organisation.
I have been asking Orange why I first get "We
are working on the site please try later" when trying
to log on for 6 days they have ignored me after 3/4 attempts
it lets me access my emails.
I am a vulnerable pension due to chronic medical
conditions I have my home phone with Orange.
A month ago BT dug up outside my home to repair the next
door neighbour's fault. He is a BT customer and had no phone
line for a month. Apparently (according to another BT engineer
the line was waterlogged.
Once the neighbour's line was reconnected my line was disconnected!
I had had no problem with my line previously. I believe the
BT customer's line was somehow switched with mine. I do not
have a mobile telephone as my vision is not good enough and
I have a telephone with large numbers so that I can see. I
live alone and I am very worried and anxious that for the
last month (and foreseeable future as it looks) if I have
an emergency I would be unable to telephone for help. I have
been given false dates for the work to be undertaken for the
last month. The repair is supposed to be High Priority - I
dread to think how long I would have to wait if it was low
My carer has read online that BT customers take precedence
over Orange customers. It is disgusting. I have emailed the
Chief Executive Olaf Swantee twice but haven't even had an
Orange do not care about their long-standings customers and
treat them with contempt.
I will leave Orange in the future.
So Orange have finally sent the bailiffs after
me for what they claim is £290 of debt......
I seem to remember not paying 2 months bills after such horrifically
poor customer service, bills being doubled without warning,
an 'upgraded' phone and account I never asked for, no complaints
dept to turn to and staff who lie: "we tried to call
you several times".....oooh was that from a special phone
that doesn't register as a missed call....wow do only Orange
staff get those.
After customer services (they do not have a complaints dept...no
really!!!) refused to engage with me, return any calls or
be in any way helpful with my upgrade complaint....I decided
to cancel my DD and see if that shook them up.
Well it got their attention and now they are sending the
bailiffs, for what I reckon to be £20- £30 MAX.
Please do yourself a favour and avoid these people.
A friend from Experien says they are renound for dodgy debt
and refusing to remove bad debt thereby impairing people's
credit ratings. Another friend had the bailiffs round for
AVOID AVOID AVOID!!!
As for upsetting individual Orange customer service reps
- you either know ur company is shoddy and are complicit in
poor care of customers and deserve criticism, OR you know
they are shoddy, feel guilty but have no other option than
to work for them in which case you agree with us OR you think
this is a good company and deserve to be enlightened.
I am trying to get as many people to leave Orange as I can
starting with friends and family.
|I had a 9 months long (with monthly breaks) back
an forth "dialog" with Orange about an unlock code
which still has not materialized (now the handset is literally
worthless of course).
Absolutely useless customer services department staffed by liars
(singing from a songbook "you will receive it within 48
I now gave them last chance, sent a message by letter to the
managers in London, and next week will be taking any legal action
possible. If anyone wants to go with orange BEWARE.
You might be luckier than me, but from experience - I doubt
;) I certain read with interest the obvious
fair justified comments from customers/wage payers of orange.
They are without doubt the most arrogant, useless, Ill mannered
bunch of pointless waste of spaces I have sadly ever encountered.
And as soon as possible I shall be leaving them & their
snail dead in the water broadband service ( if you can call
it that )
They can't grasp/comprehend what you saying to them &
constantly repeat a standard boring script when your complaining
to them & then have the audacity to act like they are
in the right & customers are in the wrong & the head
office ex office are so idiotic they would make a saint get
cross with their vile stupidity.
Anyway folks instead of paying orange yet more money to call
them here is a free call number of their head office 0800
Best wishes to all getting away from these fools.
Just wanted to let you know (further to my comments posted
on your website below in sept) that I have just WON my complaint
After writing on your web-page I contacted CAB who immediately
contacted both Orange and the debt recovery service who they
had sold my ‘debt’ to...this meant they all immediately
stopped sending me threatening letters.
My lovely CAB man then went through CICAS http://www.cisas.org.uk/
who applied for the recording of me, allegedly, agreeing to
a dodgy upgrade and doubled bill. Orange had refused to send
me this ‘proof’ without me paying for it....CICAS
contacted them and demanded a copy....then Orange discovered
that they did NOT have a recording of me agreeing after all.
They have now PAID ME £291.84 compensation...this is
actually the debt they reckoned I owed them!!!!
So happy, I wanted to ask if you could share this on your
page to give your readers some hope.
Good old CAB
|orange kept sending me bills for a old contract
that they reactivated when i asked for a pay as you go sim when
i did not pay they puta debt collector after me this went on
for months only stopped when i got CAB (citizens advice) involved
they were brilliant.
Frankly I disagree!
Have been with orange/ee ovet twelve years!
Customer's advisor never give an answer make promises! They
don't!! Call ball back never happens!! And getting a refund!!
Even give me email addresses everTime it bounces back!!
Have done research they say they the best for contract and
payg there certainly are not! I don't rate them at all! I'm
So if anybody has a correct email address and phone number
to contact either it would be Good!!
Orange isn't any better here in Switzerland.
People who work in the customer care service do not even
speak prober German. I even have a doubt, that their call
center is located in Switzerland.
I have been struggling for three weeks to get a confirmation
of the cancellation of my mobile phone contract with them.
A never ending story!
I cancelled my orange contract due to terrible
I was promised a refund for a returned handset and despite
orange signing for the recorded delivery, they lost my phone
and said they never received it.
Wanting rid I received my final bill and waited in a queue
for 45 mins and settled my bill over the phone. They took
my money but my account is still showing as outstanding!
I just spend another 35 mins on the phone only to be told
they have no record of me so there is nothing they can do,
yet the rep did advise me their customer service is great
and its my fault they cannot locate me as I am no longer a
When I asked to speak to a manager I was placed on hold for
a further 5 mins and then hung up on.
This outstanding is showing on my credit report. I don't
think i've ever been so angry in my life.