If you have a query with your Orange bill...

swebb

I phoned Orange tonight because my bill seemed higher than normal. This was because my call charges (i.e. where I exceeded my minutes on my talk plan) were higher than normal.

Anyway, I spoke to a lady who was probably foreign. I couldn't understand her and she couldn't understand me. Don't get me wrong, she was helpful and polite but it was a difficult conversation. I explained the problem but the answer was not to my question. I repeated the question and again explained that I wanted an itemised bill to see what the charges were. She put me on hold and came back to explain that I can have the itemised bill but it would cost me £1 a month. News to me (although I am aware that Orange were going to do this at some point - I've been on my contract since last June). She did talk around this (I can change my talkplan if I like, would I like the talkplan details etc) and I did explain that my wife gets an itemised bill without charge etc, but I couldn't make her understand. I ended the conversation at this point - obviously not happy as I hadn't resolved my query.

I rang back 5 mins later. The guy I spoke to was very helpful and explained when my talkplan expired that month (pointing out the extra calls) and that there were some text messages on there. He said he could send me an itemised bill (at no cost) and can send me one for each month. Problem solved - until I check the bill that is.

Therefore - ring back and speak to someone else if you don't get anywhere first time round. Hope this helps someone.

Anon

You can sign up (free) for online billing and that includes a fully itemised bill (even if you don't normally get one) as a pdf.

Takes a minute or two and you need the phone with you (they send a code through as a text) but very straightforward.

Anon

Smokeyone

I agree with the above comments. If you speak to someone from overseas you do seem to get the run around, although they are very polite.
On the odd occasion when I have had some funny items on my bill and have spoken to someone in the UK they have been very helpful, even giving me a goodwill credit.