Orange customer service - how do you get any??

Big_W

Hello all,

Would appreciate any tips on how to get any decent response from Orange - have failed miserably so far!!

I'm a Orange domestic pay monthly customer on a ten-year-old old Line 2 Chat 60 tariff. This allows me to have two mobile numbers on a single SIM card. Each number also has an associated email address that I do use, and would lose if I lost the numbers.

I received a letter from Orange - a few extracts;

"Line 2, the service that gives you two numbers on one phone, can't continue and will stop working on 18 August"

"If you'd like to keep your Line 2 number 07970nnnnnn simply call 150 by 12 July, and we'll send you a free pay as you go SIM card.
And if you have an Orange.Net email address you want to keep, tell us when you call."

I want to keep both the Line 2 number and it's associated email, even if it means having to convert the second line to PAYG (as in the letter), so I did ring - and got nowhere...

1) Three calls to 150 - got offshore call centre each time. Operators struggled to understand me, bounced me between different departments, and one told me what I was asking (just actioning what I was promised in the letter) wasn't possible and that I'd have to sign up to a new 12-month contract. Another operator couldn't understand ANYTHING I said and cut me off.

2) Email through Orange website - ignored.

3) Visit to Orange shop - was told all they could do was call the same number I was calling and there would be no difference between them calling and me calling. No point, so didn't bother.

Having spoken to 5 Orange members of staff and got nowhere, does anybody know any tricks to get any customer service from Orange Customer Service? :mad:

Regards,
Rob

Jomo

www.orange.co.uk/codesofpractice

You have to follow the above and if no luck, email the contact below:

[EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

Big_W

Thanks for the reply Jomo, but these seems to to be more about general terms of service and the complaints escalation process.

What I'm trying to do is just keep the number and email I've been using for years - by the time I'd completed the full complaints procedure both number and email would be long gone!

Jomo

Big_W wrote: »

Thanks for the reply Jomo, but these seems to to be more about general terms of service and the complaints escalation process.

What I'm trying to do is just keep the number and email I've been using for years - by the time I'd completed the full complaints procedure both number and email would be long gone!

Sorry I can't be of more assistance, I'm currently having my own war with Orange and understand how you must be feeling.

Maybe somebody else will come along soon with the answer you need.

Guys_Dad

Choose the option on 150 that takes you to leaving Orange. I generally found that they put more sensible people on that line to try to persuade you to stay.

Big_W

Guys_Dad wrote: »

Choose the option on 150 that takes you to leaving Orange. I generally found that they put more sensible people on that line to try to persuade you to stay.

Thanks. I was hoping not to have do that, partly because I don't talk about leaving unless I mean it, and also because I don't trust them not to mess it up and cancel BOTH my numbers. I didn't actually want to cancel anything!

However, I'm now up to one email, 4 calls, a shop visit and 6 members of staff who've failed to help. I was hoping this thread would attract the attention of "Orange Company Representative" who did post on the board today, but he (them?) has ignored this thread. I may try emailing him as per his reponses on other threads, but I don't know if he'll respond to unsolicited emails.

I guess I'll need to back up my emails in preparation for losing all accounts, so that I can tell Orange I'm leaving - and mean it. Doubt they'll lose any sleep over it!

Jomo

I think you hold the cards on this one because you aren't in a contract...you should get somewhere if you tell them you want to leave...sad but true.

Big_W

Jomo wrote: »

I think you hold the cards on this one because you aren't in a contract...you should get somewhere if you tell them you want to leave...sad but true.

Thanks Jomo. Getting customer service shouldn't be this hard though!!!

Jomo

Big_W wrote: »

Thanks Jomo. Getting customer service shouldn't be this hard though!!!

It shouldn't be but that is how they operate...

I've had issues for nearly a year of my contract and haven't had any success with them so far...they have one over on me though because I still have 8 months before my contract ends.

But nothing will pursuede me to stay I'm afraid, not after all this!

Good luck with it but I'm sure you'll have more success if you say you are leaving.

Guys_Dad

Big_W wrote: »

Thanks. I was hoping not to have do that, partly because I don't talk about leaving unless I mean it, and also because I don't trust them not to mess it up and cancel BOTH my numbers. I didn't actually want to cancel anything!

You missed my point. Once you get through to the disconnection team, just talk to them about your problem - no need to threaten to leave. They are just more switched on CS guys who will be better placed to help.

blackqueen

Hey guys, not the same issue and I can't help at all, but I'm having trouble getting through Orange's phone system without having to wait for AGES! I want a PAC code so I can leave but I keep getting the message "all our lines are very busy due to the popularity of the iPhone 4". Great! I don't even want an iPhone but have tried about a dozen times to get through on the phone and failed miserably so far from having to wait for ages and ages and ages. If they're that busy, put more staff on! Or at least try to keep a few lines free for us poor unfortunate customers who have other problems and issues other than trying to get an iPhone 4!!! Sorry, Big W and Jomo - this doesn't help but just a bit of solidarity really...