Orange UK

[eth01]

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

[grandmaster]

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 .

I looked through the bill and I had been charged £96 in data charges. (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....

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

So overall i feel good about orange cs

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.

[eth01]

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

[Kymmy]

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....

[chickendippers]

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.

[ikthius]

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.

[Stuart]

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.

[jonifen]

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.

The best thing about Orange is "Orange Wednesdays"

[jonifen]

Originally Posted by whydoIneedatech

The best thing about Orange is "Orange Wednesdays"

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

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.

[eth01]

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

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.

[eth01]

Originally Posted by LSainsbury

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.

I've had 3 replacement handsets...