Problem with Orange SIM

bigpat

My wife got her Samsung SGH-D900 a few years ago on a Vodafone contract. She recently ended this and got an Orange PAYG sim but she can't get it to work. She did get the PAC code from Vodafone and it seems her phone IS unlocked. So here's the situation:

CALLS
1) She CAN make calls to everyone.
2) If you call her from a landline it says "The number you have dialled has not been recognised"
3) If you call her from a non-Orange mobile, you just get the "unobtainable" tone
4) If you call her from an Orange mobile e.g. mine, you get through

TEXTS
5) She CAN send texts to everyone
6) She CANNOT receive texts from ANYONE. (My old Nokia says "Message sending failed", but other phones say "Message sent" or just don't give a message either way)

If you put my Orange Sim (which is approx 3 years old) in her phone, everything works fine. So it doesn't seem that her phone is at fault. If you put her new sim in my phone (which I know works) then you still have the situation described above i.e. outgoing is OK, incoming is severly limited. Even more proof that the sim is at fault. Am I right?

OK, so having spent HOURS on the phone with Orange on three separate occasions, where they told her it must be the phone, or she must have call-barring set, or some other issue, they have now sent her a total of THREE new sim cards, all of which behaved as above. The first two will no longer register at all in my phone, but presumably that's because Orange disabled them each time they sent another replacement.

When you turn her phone on and off it still displays the Vodafone logo, though when it's on it's definitely registered to Orange. Also: the bottom right of the screen still displays the Vodafone "live" symbol over the right-hand button. Would these be there if her phone was PROPERLY unlocked, bearing in mind it came with Vodafone "installed" (if that's the right word)? If you press Vodafone live it says "Error: Network unavailable".

Staff in the local Orange shop appear unable to help at all, they just call customer services on her behalf. I can't believe three sims in a row have been faulty, so there must be something that Orange, or Vodafone, or my wife herself has neglected to do. Something else that needs to be unlocked or released or whatever.

She's very keen to keep her existing number, so we're hoping that some of you clever folks out there will know what to do.

HELP!

Snakeeyes21

how long ago did you move the number?
orange have been having problems porting numbers in and not doing it properly so the number is split between the two networks. either orange hasnt set it up right or vodafone hasnt closed it from their end.
It happened to me a few months ago, ive forgot the department you have to talk to to fix it, and the normal customer service people wont have a clue what your on about.
I had to have the number rejected by orange they had to set it up again

bigpat

That's good information. At least we know we're not going mad now. I'd say it was probably about a month ago that the number was moved over. Maybe a bit less - I'm not sure. I'll ask her to try Orange again, but this time to specify that that there seems to have been a problem in porting the number and it wasn't completed properly. I kind of suspected something along those lines but to be honest i wasn't sure such a situation was even possible. Sounds like it is!

Orange_Company_Representative

Hi there, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team