Orange

more_money_for_me

A couple of months ago I took a combined laptop and dongle deal from direct from Orange. When I set it up I paid a small amount for the laptop, and obviously they asked me to set up a DD to pay for the calls, so that I couldn’t do a runner owing them money.. This was fine by me. So a couple of months go by and I find that my connection won’t work. Not being the most tech savvy I think I have broken it and spend some time looking at forums, checking settings etc, but with no joy. Eventually I resign myself to phoning Orange, and the inevitable time on hold after selecting 6 or 7 menu options. I eventually get through to a helpful Orange operative and explain the problem. He quickly tells me they have cut me off as I haven’t paid my bill, so I pay it there and then. He informs me that the person I gave my DD details to hadn’t recorded them properly and that is why I was cut off. I also ask why as a communications company they had neither sent me a text, phoned me, or written to me, to inform me about the problem with the bill. I also asked whether this will go on my credit score and he assures me it won’t.
So I ring off looking forward to getting back on line, which happens within an hour or so. So since I am back on line I think I will drop Orange an email asking them to confirm in writing whether they are going to charge me for the week I have been offline, and to confirm whether this will affect my credit score. I quickly get an email saying thank you for your email we will get back to you within 5 days. So I wait…….5 days……and then I get a template email. It says thank you for your feedback, we hope your problem has now been resolved; it is only through feedback that we can improve our products. So I replied pointing out that I had 2 very specific enquiries neither of which were addressed in the email, and have so far heard nothing. Alright so it’s not the end of the world, but I have a good credit rating and I don’t think that the negligence of a third party should affect that, I’m also not mad about paying for a weeks service that I didn’t get. I only want a reply in response to these 2 very specific questions, I don’t compensation for the emotional trauma, and I don’t want to cancel my connection, I just want a communication company to communicate with me! Grumble over

DCFC79

You would be better writing to them, sounds like a standard email is sent out

more_money_for_me

Yes think you are right. Seems a bit daft though. You can't do it verbally as you don't have a leg to stand on. You can't do it by email as you wait 5 days to get an irrelevant template reply. Lets hope I can just send a letter and not have to go all the way to recorded delivery, just to get an answer to some fairly simple questions.

pmduk

Check your credit record yourself. In my experience you can't expect any level of customer service from Orange without getting their Executive Office involved.

more_money_for_me

Whats the easiest way to check please?

pmduk

There's an article on the main site. http://www.moneysavingexpert.com/loans/credit-rating-credit-score

more_money_for_me

Thanks have had a look, but although Orange shows up, there is no info, or rating, probably because I've only been with them a couple of months. Thanks for the info though.

SarahMoon

more_money_for_me wrote: »

Thanks have had a look, but although Orange shows up, there is no info, or rating, probably because I've only been with them a couple of months. Thanks for the info though.

Just thinking, is the address right on your account as before they cut you off they send a "great service from orange" letter (reminder) and then a "service has been disconnected"

Also, when you was suspended you are still charged line rental as per your terms and conditions.

You can also log into your account at https://www.orange.co.uk/youraccount and see when your bill is due and amounts owed etc.

more_money_for_me

Will double check about address, if they can muck up my direct debit, I guess it is possible to muck up my address. I certainly didn't get a letter about it. Will check out the online account thing, but it is frustrating when you have to double check that a company isn't messing things up just so that you can maintain your service. I clearly made the mistake of thinking Orange were more competent than they actually were.

SarahMoon

more_money_for_me wrote: »

Will double check about address, if they can muck up my direct debit, I guess it is possible to muck up my address. I certainly didn't get a letter about it. Will check out the online account thing, but it is frustrating when you have to double check that a company isn't messing things up just so that you can maintain your service. I clearly made the mistake of thinking Orange were more competent than they actually were.

To be fair its not Oranges fault its the third party resellers fault

more_money_for_me

That is the frustrating thing, as it says above I bought direct from Orange. Yes it cost a bit more, and I didn't get the freebies I could have got elsewhere, but I decided it was safer to buy direct. More fool me.:o