Orange Reviews

Told i could have phone i wanted when i went to cancel contract! Then started making excuses that phone i wanrtd not available although you can get it anywhere else including Orange Shops!!!!
Have been with them for years and they show no custmer loyalty or interest in individuals anymore.
Now going to change networks.

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I've had so much trouble with orange the past three months its unbelieveable. When im connected to my home WiFi my internet usage still gets used and this has ment I've payer for the internet twice thanks to orange. Then when I foned up to complain they pretty much called me a liar. I keep asking them for information and for someone to tell me how their billing system works but so far I have had five different answers and I still don't have a clue. Now they are threatening me with debt collectors because I have refused to pay the bill because I've not used £35 worth of internet with them but im still getting charged for it. When I asked to cancel my contract I was told it would cost me £219 then £279 and then £296 all within one hour. That's some intrest of U ask me. Everyone should do what im doing and refuse to pay them so they know tht its us in charge and we R bigger than them if we stand togeth. If we do tht then maybe they will finnally sort their network out and we can get a service that we are paying for.

Bad customer service because lack of info towards:-

1) Pro-rata system
2) Billing date
3) Bills not showing on system
4) 24 hours before being able to see your bill
5) 7 days for a manager to call me back
6) Calls may take 48 hours to be seen on your online bill
7) Up to 3 months before you see call charges if calling from abroad!!!

We do not live in 1981 Orange - you need to catch up with the rest of the world!!!

Just be aware that when you first get your phone you will be on a pro rata system. This means they have to wait for your bill to be generated. Up to this date (possibly 2 weeks) you will be given that amount of allowance of minutes and so if you have a 100 minutes talk time you will only get 36 minutes (I know you think it should be 50 minutes (since that's half right? Wrong!) but trust me how they work it out they will rob you somehow. It will never be how YOU think it is meant to work!!!)

By the way if you go over your allowance of internet usage (I thought I had 100MB of internet data, they gave me 36MB under the pro rata) your phone may automatically switch you onto 3G which you will be charged £1 per day with Orange. Does not sound a lot but that could be £30 ontop of your monthly bill!!!!

I was not told when my bill would be generated or the billing date until I made enquirires. It was like getting blood from a stone.

On the day of getting the bill generated I could not view my bill on line all day!!! May have been a glitch but on other days trying to check it would not show the info either. On the day after the bill was being generated I could see my new bill but could not see the previous (pro rata) charges for which I was going to be charged!!!! I spoke to someone at Orange who told me it takes 24 hours for it to show - yet again no one told me any of this and I felt like I had to drag it out of them!!!

Upon asking to speak to a manager I was told they no longer put calls through to managers!!!! The manager is not the boss. That is the point of any manager to manage what the staff can not and not to dictate how a conpmany works!!! I was then told it can take 7 days to get a call back.

These timescales are a joke in this day and age. I have not gone 1 month into my contract out of 24 months and I already regret it.

What else is up their sleeve they have not told me about????

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Extremely poor Customer Service.  I had (until the latest issue) been with Orange for over 15 years!!  Yes, 15!!!

You would think that that kind of loyalty would have earaned me a silver or gold card or something, but no.

The issue i had been having for the past 18 months with Orange was a gross overcharging issue.  It seemstheir systems are incapable of determoining which plan you are actually on....

I made several calls to customer service, however they kept "dropping out" (which speaks volumes about their network coverage in addition to their inept systems). - And at 25p for each call, this was costing me even more!!

When I was finally able to get through, the support person at Orange was completely incapable of answering my questions adequately, and then, when i finally advised that I wanted a PAC code to leave Orange, they told me I was not the main account holder (which apparently was my pensioner father...)

... I should also mention that up to this point, every person i have spoken to has had a strong foreign accent... (this will make sense in the  following notes...)

So, after all the crap, I had my father call Orange to get the PAC code.  Again, we went through the same customer service channels, always speaking to people with foreign accents, and then FINALLY we were put through to the person that deals with PAC code requests (to leave the network)....  And guess what...  the person we were put through to, was the ONLY person with an English accent I have heard from Orange Customer Services in several years!!!

And this is where the plea bargaining began. - When they realised we were actually serious about leaving the network, THEN they started offering us deals to stay.

Sorry, too little too late. - As a loyal customer of 15+ years, it really shouldn't take the fact that I am serious about leaving your network in order for you to take me a bit more seriously!!!...

So, game over, and the following day, off to my local vodafone shop, where a very nice chap by the name of Yusuf sorted me out porting my number and advising me of different plans in the space of 10 mins.  Job done.

Also, interestingly, I was out at a restaurant with a friend who was on vodafone the other day and they had 3 bars of signal on their iphone, whilst I, on Orange, had no signal at all..... go figure...

Purchased Orange Sydney phone on May 19. Could not get the web site to upload the £10 credit. Kept telling me it did not recognise the Sym card. It took customer services a further 13 days to sort it out. Now have the £10.

I am writing to say I am absolutely FURIOUS with the service. I have had excellent reports of orange up until this point.
I’ve had a sim only rolling ‘camel’ contract for £25 pounds. However I really needed to get a smart phone for my work so I had planned in advance to buy an iphone and rang orange to cancel my rolling over contract. The lady on the phone gave me the exact date that the contract was due to finish (a month later after cancelling) I wrote it into my diary. She also provided me with a PAC code.
At the time of buying a new iphone, I decided to go with orange again since I had liked their service and was familiar with them. I  bought an iphone and then asked the guy in the orange shop could I retain my old phone number. He said since my last contract was with orange, that the switch over wouldn’t be a problem and he’d do it there and then in the shop.
My new iphone contract with orange began, paying 30 pound a month. For the last two bills I discovered that they were very high (both in the 80s). I assumed it may be because I  was ringing home to Ireland alot recently as my mother has a serious illness. However I rang up the orange help line as it did seem a bit high. To my frustration, the lady on the line said that the reason my bill was so high, was that I was STILL being charged 25 pounds on top of my new bill, as my last orange contract had NOT been cancelled! I was paying for two phone contracts at the same time. Despite cancelling the first one!
Upon discovering this,the lady at the call centre forwarded me on to other people before I chatted to a guy on the other end. He told me that because I ‘hadn’t used the PAC code’ to change onto the new contract, the last phone contract had not been disconnected. Something that was never mentioned to me before. The guy in the orange shop did the transfer for me as I stood beside him!
I was FURIOUS when he then told me that not only was I not going to get my money back for the supposedly disconnected phone number, but they were going to charge me ANOTHER month of phone bill for the first contract. I have to say I’m not usually bothered about consumer things, but I was literally moved to tears by how angry I felt.
I insisted in lodging a formal complaint. He wouldn’t give me the complaint address over the phone because he ‘couldnt’ find it’. I demanded to speak to his manager. Apparently they are going to ring me at some point over the weekend. I am furious.

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If Orange wanted PAYG users to use smartphones, then 10 quids worth of credit on Dolphin wouldn't be totally wiped (all bar 15 pence) by two spells of about 5 minutes on Google maps, what's more this on Dolphin... Allegedly free internet. Guess what Orange..... I'm done with your garbage.

i got a orange sydney and iv tryed to get a code to unlock it but was told can not find the code so can anyone help me by telling me where i can go to get this phone unlocked

cheers

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Really regretted signing 24 month contract with Orange.Extremely poor customer service.They charged me up to £50 for using a £5 pre-paid calling card from my contract phone.After 22 months when i requested them to update the system with the information that i do not wish to continue with Orange when my 24 month contract ends,they refused to update and insisted i must give them the notice a month ago not 2 months ago.I was extremely gutted as i explained that as at that time i would be abroad so at least if they update the system with the information now,it would help me.But they did not bother and said in that case,they expect me to give the notice from abroad.Extreme Nonsense!!!!!!Later on, at the end of the contract,without any prior knowledge,they disabled/locked my handset and i could not use any other sim.They asked me for £20 to get the unlocking code.This was a ridiculousely shit journey with Orange.So NEVER SIGN A CONTRACT WITH THIS HEADLESS COMPANY OR YOU WILL REGRET IT!!!

bought the wife an orange sydney which is really a cheap chinese samsung star 2 clone.  for 40 quid i wasn't expecting a samsung galaxy. just a cheapo till i can get her a proper touch screen nokia.  

Anyway sim wouldnt register after following instructions, phoned customer support wasted nearly an hour talking slowly to some moron in India, he assured me problem solved phone would be activated within 48 hours.

I waited 3 days then topped up the free airtime from oranges site. no signal messages took forever to send and recieve phone wouldn't connect to internet on gprs either. my wife barely had 2 days use then it went dead.  just to check the signal i rang her phone with the phone on my lap. Somebody answered it.  How is that possible?

the number their customer support gave and activated somebody else now had including her free airtime.  I took that piece of crap orange sim card cut it in half unlocked her phone and put her old vodafone payg into it.  Full signal connects to the internet recieves and sends messages no problem.  Orange you are a joke! only i'm not laughing

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Do not take out a contract with Orange if you value your sanity, I only wish I'd read the reviews before taking out a contract with them. They do not provide you with anywhere near the service you pay for.  Indeed your're lucky to get a signal and when you are fortunate enough to contact someone, make the most of it because you will soon be cut off. Travelling abroad, don't bother taking your phone with you, there'll be no service available. The IT fuction, even their IT guy said he couldn't understand what was going on and then, just to be helpful and to prevent me incurring any extra costs, Orange severed any and all IT connections to my phone.  I have had the settings reset so many times on my 'phone but all to no avail.  I am endeavouring to terminate my contract with Orange as, in my opinion, they are guilty of a fundemental breach of contract.  Wish me luck  

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I can only echo what others have said on here about Orange. I have been with them for several years as a PAYG customer. I changed to a monthly contract in July and I wished I hadn't. Even though I was assured by Orange that the coverage in my area was excellent it couldn't be worse. It's DIABOLICAL. As I don't have a landline since moving to this address I am totally reliant on my mobile for taking and making calls. The trouble is callers are unable to contact me and texts arrive hours after they have been sent. I too have reported them to Ofcom and await the outcome. I've lost count the number of times I've called customer services for help and although they are full of regret regarding the problems I'm having nothing gets resolved. I was told it would cost me £200 to cancel the contract. So although their part of the contract is definitely not fit for purpose I have accept this. MY ADVICE TO ANYONE THINKING OF GOING OVER TO ORANGE IS DON'T.

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I had been with Orange for 12 years and it was time for an upgrade. I wanted an iphone4 so eyed up the deals online.

From experience when it comes to upgrades you are offered a phone at a reduced price, but not when it comes to the iphone. Orange stand by that Apple set their prices and they can't change them, yet 3 and Tesco offer MUCH better bundles...

Now obviously I didn't expect a few iphone4, but I did expect something for my loyalty. I had already clocked up some discount off my bill for continued service something 2 people told me I could keep and 2 people said I couldn't and 1 said I had surrendered my discount 18 months ago for a cheaper tariff...

So I called up to ask about deals, etc. I was told on 3 occasions the iphone4 cost was £39 (16gb) or £69 (32gb). I didn't take the deal at the time because I would loose my discount. This is the discount the next person told me I didn't even have anyway. 10hrs later I call up to take the deal and I'm told the phone cost is £229.

Conveniently my 2 previous phone calls hadn't been logged and no notes were on their system. Their answer was there was nothing they could do.

I left Orange and Joined 3 and have been happier than ever with my Iphone4

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Please do not take a contract out with orange, i have been with them for over 4 years now, but will be leaving for O2 as soon as i can. I have constant network issues with 3g and cant access the internet. When speaking to orange they state that their only obligation is if you can get on the orange homepage anything else is nothing to do with them. Also please do not trust their signal checker as i am supposed to have excellent signal at work but struggle to get 2 bars!! According to one of their "customer service advisors" this is classed as excellent reception. I have now logged a complaint with ofcom against them for their service and awaiting their outcome. I would rate them less than 1 star if i could.

Although a 71 year old, I find the phone easy to operate, very robust, with an excellent camera and with easy texting, seeming to anticipate my needs. Minus points are no paper instructions and rather small print.
I am very pleased with my purchase

ROCK!! 

I have been with orange for 3 years,and i have never been more delighted with there service,call centre staff helpfull,and knowledgeable,all problems fixed fast,ie, got s new smart phone,had it 6 weeks and locked itself,could not unlock the phone.They sent me out a new phone,next day..
One of the best retailers on the market.
need i say anymore.highly recomend

I WAS TOLD BY THE SALES  (CON) PERSON IN CARPHONE WAREHOUSE THAT ORANGE WAS GREAT IN LONDON RE THE RECEPTION.
TOTAL RUBBISH, I GET TEXTS 6 HOURS AFTER THEY ARE SENT AND THE RECEPTION IS THE POOREST I HAVE EVER COME ACROSS.......WHAT LEGAL RIGHTS HAVE I AFTER SIGNING A 2 YEAR CONTRACT AT £35 PER MONTH??????

Same here, checked and told good signal strength, signed contract, no signal at home, no signal 25 miles away at work, rang on 2nd day of contract refused to help, refused to even discuss options, it's as simple as "tough" your stuck with it.

they said as soon as the "seal" on the box is broken you have accepted the contract and invalidate any return options !

BE WARNED DO NOT GO TO ORANGE, IF YOU DO CHECK SOMEONE ELSES PHONE AT YOUR HOUSE AND WORK...!

tHE COVERAGE IS VERY VERY POOR FAR TO MANY DEAD SPOTS

ORANGE YOU SUCK

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I have just purchased an Orange Blackberry from Car Phone Warehouse on a 2 year contract.  I asked them to check about the area that I live in and I was told he signal coverage was "excellent."   I currently have O2 and my wife and son have Vodafone and they get excellent coverage in Epsom.

My Orange phone doesn't work in my house and I have been told there's nothing I can do because phones are not guaranteed to work in homes and buildings.  So basically I'm left with a phone I cannot use for 2 years and there's no way I can change it.  Car Phone Warehouse are unwilling to let me exchange it for O2 or Vodafone.

So my lesson is DONT BUY ORANGE.

DMac

I hope others don't encounter the level of service I have had to endure and continue to do so (Orange Pay As You Go). Phone arrived as expected, but 20 days on and upwards of 4 calls/day I am still awaiting my top which I HAD to purchase with the phone. Considering this is a core to thier business I have no confidence that they can resolve "real problems" let alone meet get close to thier mantra " committed to excellent customer service". I would go as far as saying customer service are incompetent from executives and supervisors to the non customer facing managers; why employ them if they cannot deal with customers??
Only reason for sticking through the hollow "promises/assurance"  for so long is that the phone was meant as a Christmas present for my daugther. My recommendation is to steer well clear; I'll be staying with O2; at least their customer service is not off-shore and the support personel follow through with what they promoise.

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Orange are complete and utter swindlers. After the theft of my phone both an automated message and an adviser told me I should report it to the police before blocking my phone; advise which ended up costing me more than £1000.

Orange took no responsibility and profited from a criminal act. The advisers were incompetent and kept passing me around, no one budged an inch despite being a very loyal and profitable customer for them (I travel quite a lot on business).

Useless customer service, weak network coverage, profiteering from criminals.

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I was with Orange for the first time and when I went out in the open countryside to my family's home,there was no network coverage at all. There were no hill's around, the land is flat, just open field's, and still no signal.

ROCK!! 

I am a new customer to Orange, have moved from O2.  Every time I have phoned orange customer services they have been extremely helpful and always sorted out my issues there and then.  So far I am very happy with orange and glad I moved from O2.