Orange UK
 

In terms of Customer Service, how do you feel about the way in which Orange treat you as a customer?

Re: Orange UK
 

I have been with orange for 10 years and they had never put a foot wrong.
I have always paid by DD and have yet to miss a payment.

As a result I never look at my bills ( I know, I know i should!) as I know what usage I have made and my bill is never above £40.

Last sunday for some reason I picked up a bill and opened it, to my horror it was a bill for £132 pounds :mad:.

I looked through the bill and I had been charged £96 in data charges.:mad: (for 30MB)

I have or had unlimited data on my account from 2006 and I have only just upgraded to a new smartphone, I made sure that unlimited data was still on my account and asked the bloke 4 or 5 times when i took the new contract to make sure this was available as I email and browse a lot.

I telephoned CS and asked them what was going on, she told me that the offer had run out on my unlimited data and that I had to pay the £132 bill and there was nothing she could do about it.
I told her that I had just upgraded my contract and I pay £8 for my unlimited data,she retorted that I was told it would expire......er no I was'nt, I asked her to retrieve the phone call that I made with the salesperson and all would be revealed.
She told me they only keep recordings for 2 weeks....:mad:

Anyway she passed me on to a collegue when it was clear we were going around in circles, and he was brilliant.
He refunded me the overcharge, placed my unlimited data back on the bill
Gave me more texts and minutes and reduced my bill by £3 per month....

EXCELLENT!, Result.

His name was Kevin and he gets a thumbs up from me :tu:

So overall i feel good about orange cs

Re: Orange UK
 

I liked Orange when I was with them..they were miles better than Vodaphone for being able to keep my phone topped up and I'd have stayed with them except at the time their coverage was pretty awful.

Vodafone on the other hand have good coverage but are terrible for topping up either online or by phone.

I suspect that I may go back to Orange with my next phone.

Re: Orange UK
 

I've just recently had a few problems with Orange, not good at all. Passed from pillar to post....

Re: Orange UK
 

I've been with Orange since 1996 but recently found that most of my calls are now going through the land line so instead of paying £30 a month for nothing I've decided to drop to PAYG especially as my last contract ended on the 18th July.

I rang up in June to give them the 30 days noticed only to be told that the computers are down but they will put it on my account to start off the 30 day countdown as soon as the computers come back up.

Rang on the 18th July asking where my new sim was, they have no record of the initial call an the 30 days have to be from the 18th July :( So they then get another £30 off me...

First major problem I've ever had in 12 years of use that hasn;t be resolved instantly....

Re: Orange UK
 

I was on Orange PAYG for a few years, I had no problems technically, although I found their constantly changing call packages extremely confusing. Unfortunately I had to cancel when I went to university as there was simply no signal in my room. Cancelling was a nightmare, I was kept on hold for ages burning through my credit and their customer service attitude didn't enthuse me to stay.

I switched to the Virgin Mobile cable 300+300 bundle and have been happy as larry since; it's great only having paying a one-off-charge of 20p no matter how long you speak to their extremely helpful, competent and understandable team.

I'm nearing 2 years with V Mobile and shall be upgrading my phone with them.

Re: Orange UK
 

I only had one problem with orange and it was last year when my texts were not getting sent to my then girlfriends phone when she was abroad, but I could send her texts the last time she was abroad in the same country.

that never got resolved.

but I have always had good customer service from orange and I feel they have the best coverage too....My personal opinion.

a thumbs up from me.

Re: Orange UK
 

I'll be honest and say I have never used orange. However, every friend I have had who has used orange has had terrible service.

In fact one had such bad service with his broadband (orange blamed his BT line for his bad speeds, but he is now with O2 and gets brilliant speeds), that after 10 phone calls, they let him go 2 months into his contract with no penalty.

Re: Orange UK
 

I was with Orange on 2 occasions and had great service on both occasions except for when I activated a PAYG sim card to transfer a good number from Vodafone.
Poor grasp of the english language, even told me the wrong telephone number (He repeated it 3 times, in the end I gave up and rang my main phone from it and got it that way) which I would have until the PAC took effect and the number transferred.

From my experience, it seems that contract customers get a nicer deal from them... but not in everyone's case.

My brother in law has had some problems with them in the past too. Not billing-wise, but when they don't understand how their own network works and why he was receiving GPRS settings to his mobile once/twice a day... every day.

Re: Orange UK
 

The best thing about Orange is "Orange Wednesdays"

Re: Orange UK
 

It is a great thing to have... but I've never used it :rolleyes:
My contracts are with o2 now, but I still have the forementioned Orange PAYG sim card which still works.

Re: Orange UK
 

I've only ever been with Orange, sometimes my own phone, sometimes through work ... continuously since late 1995. They've always been good to me.

Re: Orange UK
 

they really do need to look at sorting out CS tbh. that's the main concern i believe.

Re: Orange UK
 

The customer service is crap - I've had a few issues with them over the years.

Their tariffs over the past years have gone from bad to worse especially on the data side of things. There used to be a time when the package was brilliant - until the French took over.

I'm out of an 18 month contract in October and will be seeing what I can get elsewhere - probably O2 - unless Orange offer me a fantastic deal.

We've only taken advantage of Orange Wednesdays once, but we've had quite a bit of stuff from O2 - even more now The O2 has opened.

Re: Orange UK
 

I've had 3 replacement handsets... :rolleyes:

Re: Orange UK
 

I cannot get Marble Madness to work on my SE W910i after a upgrade, I went in to the shop they said call the orange helpline.

Re: Orange UK
 

Try explaining that one to the outsourced call centre!!

Re: Orange UK
 

Thats why it doesn't work :erm:

I haven't had the will to do so. :D

Re: Orange UK
 

Isn't that the fault of the handset manufacturer rather than Orange?

Re: Orange UK
 

Is there a way to get rid of the horrible icon that orange use, and replace them with the original ones?

My phone is a SE W910i

Re: Orange UK
 

It is.. But Orange expect me to pay for the postage.. "special delivery" style - £6.90 ;)

Re: Orange UK
 

I've been with Orange on PAYG ever since i've had a phone, probably about 10 years!

They've always been brill for me

Re: Orange UK
 

well you do live in Darlington -- home of the robbing "£$"%£"$%"$%

Re: Orange UK
 

Excuse me? :confused:

Re: Orange UK
 

Having lived in Darlington myself I'll echo Pia's question.

Excuse me??

Re: Orange UK
 

Gets a comfy seat - popcorn and beer at the ready...

Re: Orange UK
 

Can I watch as well please :disturbd:

Re: Orange UK
 

Since when?
The two times I've had to return a faulty handset, the delivery guy bringing the replacement brings the forms to take the faulty handset and battery away.

Re: Orange UK
 

My company mobile is Orange, always have good signal, business CS has always been polite yet not always helpful.

Re: Orange UK
 

The signal on Orange a lot of the time, especially in smaller towns, even in London are very poor.
They don't compare to Three when it comes to signal

Re: Orange UK
 

Oh really? And is that based on your vast experience of travelling around the UK, or are you just talking about Barnet? ;)

Re: Orange UK
 

I have only ever had an orange PAYG phone. Never had any problems and really like the way the credit does not die - even though I only top up once or twice a year. Even when my daughter did not use her phone for 6 months and had the phone account canceled by the 'non-use' clause, a call to customer services (free from my phone) got her number back and the call credit (all £3 or it - still from the original £5 top-up) re-credited to her account.

Show me any other mobile PAYG provider that looks after low use customers as well.

Also, if you pop into the Orange shop, you can pick up a phone for £10 - or free if you also buy a £20 top-up. Great when you want a phone that the kids can take to school without having to worry about it being nicked.

---------- Post added at 00:07 ---------- Previous post was at 00:01 ----------

No, Orange don't compare at all with 3 - Orange works much better, except when in the shadow of some hills or tall buildings. As I am one of the first to complain when any mobile network wants to put up another transmitter near where I live, I am more than happy to have a call drop when traveling.

Re: Orange UK
 

I live in the middle of a huge, deep valley, and Orange is the only network that works reliably from inside my house. The other 2g networks are patchy at best around here, and as for 3 ... they don't even pretend to offer coverage within 20 miles of here, except via their 2g carriage deal with o2, and they're the second-worst 2g of the lot around here. Only T-Mobile is worse.

Re: Orange UK
 

My girlfriend went on a gap year to NZ, Vodafone reactivated her PAYG phone; that's after 12 months!

Re: Orange UK
 

they've not done that for me. :dozey:

Re: Orange UK
 

It's always been a courier when I've upgraded - and always FOC - even the odd fault the courier has been free.

Re: Orange UK
 

they've actually sent me a white jiffy back this time, along with a RM special delivery one. i'm not sure why i've been given two for only one handset to return. the white jiffy bag is freepost whereas the RM special delivery one is what you have to pay for at the post office. i guess i'll do it the free way -- if it gets lost, it won't be my problem ;)

Re: Orange UK
 

I'm still waiting for you to explain your earlier comment about Darlington.

Re: Orange UK
 

Like madslug we have been with Orange PAYG for years. My gripe is having little or no signal indoors & having to go outside to send texts & suchlike. Unfortunately the more things a mobile is used to send & receive, the more signal is needed & so more masts are needed.

Re: Orange UK
 

He's trolling, and probably trying to wind you up.. He would have said the same about any location in your profile.


My own experience of orange's network coverage? It's like any other network, it has good parts and bad parts. I work and socialise around London and Greenwich, and friends who use Orange do report bad network access.

I am on T mobile which seems to get good 2G coverage all over London, and good 3G coverage over most of it (seems to be a huge dead zone around Catford though). Admittedly, in my experience, reception can be influenced by the handset as much as the network though. My N95 frequently gets better coverage than my old Tmobile Vario II.

Re: Orange UK
 

IMHO he was not commenting about Darlington, but the robbing ?><>? Orange who have a large call centre at Senhouse Road, Darlington, Co. Durham, DL1 4YQ
http://www1.orange.co.uk/jobs/workin...&sub=locations

On the topic of this thread, after being an Orange Customer since 1995 when I got an Orange mr1 handset I ported my number over to Vodafone who have better PAYG and international coverage prices, expecially for data. The Vodafone Passport is a great product.

Coverage on Orange / Virgin and Vodafone seemed about the same to me both on 2G and 3G, though my Sister lives in Reading where Vodafone coverage is outragously good, equally Orange coverage in Hertford, and Bristol (and possibly Darlington) has been good since they have offices there.

Re: Orange UK
 

Oooh okay, yeah i know there's a big call centre here, i have a load of friends who work there lol. It's good money TBH

Re: Orange UK
 

Yes I was. ORANGE DARLINGTON check your bank statements.

You jump the gun. Calm down.

---------- Post added at 21:05 ---------- Previous post was at 21:04 ----------

It's not the only call centre Orange have....

---------- Post added at 21:06 ---------- Previous post was at 21:05 ----------

I'm finding your post rather rude. Darlington -> Home of Orange HQ.

Re: Orange UK
 

I get a very poor signal on my orange phone at home, my T-Mobile phone got a full signal

Re: Orange UK
 

Yeah, on my vast experiance on travelling, been to Wales, Scotland (Couple of areas), Coventry, Birmingham, Cornwall (Couple of areas), Bournmouth, Dover, Brighton and several other places and reception on Orange is always poor compared to other networks (O2, Three, Vodafone)

Anyway, Barnet is a main place INSIDE London, reception should be excellent and it always is on O2 and Three.

Re: Orange UK
 

Actually I believe three's 2G coverage is infact provided by Orange thesedays. ;)

Re: Orange UK
 

Crivvens - might be worthwhile after all then. :D

Re: Orange UK
 

Providing they don't change their contracted provider again :p:

Re: Orange UK
 

i had 30 free picturew messages, sent some and they charged me £1 each. Rang up, wasd told it was because I sent multiple, I said that you never said I was not allowed to do this, got cut off by him, rang up and got thorugh to someone who gave me emial of head office. emailed him and got phone call from chief executive from orange, got £25 cheque + £4.50 credit refund. Nice one, Orange! Still leaving you though..

Re: Orange UK
 

do you still have this hq email? if so pm it ;)

Re: Orange UK
 

hey

chief executives office email is andrew.l.smith@orange-ftgroup.com.

Re: Orange UK
 

You might want to star it out... :dozey:

Re: Orange UK
 

why would i want to do that? doesn't btoher me if i give it out.

Re: Orange UK
 

Why? The name and email address of a large company's Chief Exec is generally public knowledge anyway.

Re: Orange UK
 

It is very unlikely he will read them any way thats what a PA is for, she will just send important ones to his private address

That what happens were ever I have worked