Orange Customer Service

hoyles10

I bought a temporary pay as you go phone from Asda on the Orange network. We're only going to need it for a couple of weeks but as it was £10 with £5 airtime included it's worth getting it.

Trying to redeem the voucher for the £5 airtime. Tried on the website https://www.simregister.co.uk and nothing has happened so I decided to call the number on the leaflet which say's "Alternatively you can reseem your airtime by calling 80866 or 0844 264 0866"

First attempt after being on hold for 5 minutes the call was cut off when it got through to an advisor.

Second attempt after being on hold for 5 minutes, I spoke to someone who asked why I had phoned the wrong number. When I told him I had called the number on the leaflet he told me I needed to ring the 0844 number. I quoted him what it said on the leaflet and his exact words were "Ok, i'll do it for you this time...." then he cut me off.

Once again 3rd attempt after being on hold for a further 5 minutes I got a message saying the number I had phoned wasn't recognised.

I can't believe i'm doing this for £5 airtime but it has convinced me and the wife to stay with o2 rather than switch our contract accounts to Orange in January like we were going to.

Dizzie77

That is a shame - I have been with orange for about 4/5 years now - and always found them to be helpful.
Admittedly I have never had to try to redeem vouchers for airtime, as I have always been on contract with them - but try phoning on 450 from the Orange phone - that will take you to PAYG Customer Services.

Pound

9 times out of 10 I've had quite bad service when phoning Orange. One time when calling the agent told me he was putting me on hold. Ten minutes later I was still on hold. It was quite clear that he was planning on leaving me on hold until I hung up.

So I plugged my phone charger in and left it on loud speaker since the call was flat rate. I was on hold for a whole hour before being cut off although I could hear him occasionally taking me off hold for a few seconds but being silent.

hoyles10

It took me 8 attempts to get the credit on the phone, but the girl I spoke to was very helpful, it's just a shame everyone there isn't like her.

It has put me totally off using Orange for contract and so glad that my main phone is contract if it's that much hassle to put credit on a pay as you go sim.

Dizzie77

Maybe I have just been lucky then?? I have always found them to be better than O2 (who Dad was with, but then he changed to Orange) and T-Mobile (who Mum is with, but they are useless!).
Glad that you managed to get the credit on eventually Hoyles - just sad that it took so much effort on your part.

skintbutsolvent

When I tried to register and unblock my new PAYG mail order phone the first guy couldnt be ruder, insisting I had called a wrong number (def not as 0500 are unusual). Finally got through to someone else who couldn't have been more helpful, and I told him so!

I've done call centre work, I know its demoralising, boring and exhausting. Figure I caught the 1st guy at the wrong moment.

Sundaze316

I've never had any problems with the customer service. I've had to call them a few times and they are always very helpful.

Sol00

hoyles10 wrote: »

I bought a temporary pay as you go phone from Asda on the Orange network. We're only going to need it for a couple of weeks but as it was £10 with £5 airtime included it's worth getting it.

Trying to redeem the voucher for the £5 airtime. Tried on the website www.simregister.co.uk and nothing has happened so I decided to call the number on the leaflet which say's "Alternatively you can reseem your airtime by calling 80866 or 0844 264 0866"

First attempt after being on hold for 5 minutes the call was cut off when it got through to an advisor.

Second attempt after being on hold for 5 minutes, I spoke to someone who asked why I had phoned the wrong number. When I told him I had called the number on the leaflet he told me I needed to ring the 0844 number. I quoted him what it said on the leaflet and his exact words were "Ok, i'll do it for you this time...." then he cut me off.

Once again 3rd attempt after being on hold for a further 5 minutes I got a message saying the number I had phoned wasn't recognised.

I can't believe i'm doing this for £5 airtime but it has convinced me and the wife to stay with o2 rather than switch our contract accounts to Orange in January like we were going to.

If this happened on the same day it may have been problems with their systems. Occasionally the call centre I used to work in would cut callers off mid sentence.

trevormax

Never had problems with Orange CS. Don't get me started on Virgin media CS though, what a bunch of numpties and thicko's.

kazzah60

orange and customer service
there are words that don't go together often.............
they really should stick to making witty adverts for the cinema
and give up trying to run an internet and mobile phone company