Orange UK "Customer Service"

Posted by Marcus D. Hanwell on
I am afraid it is time for another rant! This time it is Orange UK. I switched to them from T-Mobile as I thought the grass might be greener on the other side. How wrong I really was on that one. Whenever I need to phone I get the standard recorded message "We are currently receiving a very high number of calls...please hold..." and I have been on hold for more than 60 minutes now! I find that absolutely disgraceful and the reason I am hold is to talk to them about services they are charging me for that I never asked for.

I really am beside myself in disbelief. Once my contract period is up I will be moving as soon as I possibly can. My bills have been higher with them, my phone occasionally tells me I have an inactive SIM and won't make or receive calls (they are apparently working on that issue) and their phone lines take forever to get through to people. I am giving up now as I really don't have the time to wait on hold for an hour or more to speak to someone. I will have to give them a try tomorrow or something.

I know I will be moving my mobile account somewhere else once my contract is over with them. Is this typical of Orange? I always got the impression they were a little pricier but were really good otherwise - I am guessing this impression may have been wrong now. Looks like the time they take to answer my call is going to exceed the capacity of the battery in my mobile phone! Rant over for now.

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James Le Cuirot on :

James Le CuirotI haven't had to call them much but I've never had any problems like that. Then again, my needs are simple, I'm just on PAYG with my girlfriend's old phone.

kyra pickup on :

kyra pickupI also have the same problem, whenever I try to ring I am listening to recorded messages constantly. I tried to put credit on my phone today and the automated service would not work, I was told I was being put through to customer services but then it hung up on me, I tried ringing from house phone and was told "there was a high number off callers" I gave up in end I think everybody must be trying to complain I will be moving to another network as soon as I can as I have always had these problems with orange.

Martin Knight on :

Martin KnightEven my agent - mobile phone shop, cannot get through to them to inform them that I ish to leave. But I can not cancel the contract without continuing to pay for the full duration. I will graciously be allowed to drop down one expese level. All the networks have colluded to offer the same contractual limitations. i wonder if the office for fair trade would have anything to say about this. i journey to Europe regularly. My emails on my mobile and a few roaming calls were costiing me ?500 per month. I have stopped taking down my emails and wait until I arrive. i now use SIM4TRAVEL which doers not charge for incoming call in Europe and has what seems to reasonale costs for outgoing texts and calls. Not yet so good in the USA but maybe that will come.

colin on :

colinconstantly cannot get through to speak to anyone about their muck up's . Had to wait 30 minutes one day 20minutes the following week. Eventually was told that they would top up my account as a goodwill gesture- still waiting and again I cannot get through. In fact the line to the 450 number just cuts off for no reason.
I would get a puk code to move to o2 but I cant get through!

Neil Rintoul on :

Neil RintoulMarcus, the reason you can't get through to Orange is because they are phoning my landline number every half hour every day. Sunday alone before 13:00 I had 15 miss calls from Orange. They leave no message and I have no interest in buying any of their products anyway. Customer Service as you point out is a waste of space.

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