Orange signal issues, advice on next steps!

ripgroove

Hi,

I've been on Orange for the last 6 months. I initially went with them as their website said i'd have 'excellent' coverage in my area, the actual signal was 1 bar if I was lucky!

I phoned customer services within a few days of receiving the phone to find out what was going on and was assured that it would get better very soon so I stuck with them.

6 months on and nothing has changed so I phoned again today and got through to a very helpful lady who informed me that 3 (yes, not 1 but 3!!) masts are down in my area. They have been down for a few months (probably since before I started my contract) and they have no date for repair.

Now is it just me or does that sound like Orange aren't keeping up their end of the deal?

As i'm on a 24 month contract I don't fancy the idea of paying off the rest of it so I can make a call without losing signal.

Is there anything I can do to get out of this?

The women I spoke to today is speaking to her manager on Monday to find out what she can do for me. It would be good if I was ready for that call with the next steps I could possibly take if the answer isn't satisfactory.

Would this be something for trading standards?

Thanks for your time!

DarkConvict

if you get 1 bar outside the house you maybe stuffed, as you are getting a signal. But that aside...

You may have grounds to cancel as you did complain originally about the signal but were assured it would be fixed, 6 months is along time and im surprised you didnt re-complain sooner. I would send orange a written letter stating you are not happy with the service being received. State you were assured the problem would be fixed, and 6 months on the 1 failed mast is still down, and 2 further masts have gone down in your area. (Try to push them) and state for the lack of service received you would like a partial refund of moneies paid and that the contract be terminated plenty free as they are not provided an acceptable level of service as agreed to your home address, which has remained the same since the point of sale. State you feel you have been more than fair to give them 6 months (25% of contract length) to resolve the issue but they have failed to do so, as such if orange do not handle your request you will take the matter swifty to ofcom. Give them 14 days reply deadline.

Stuart_W

Do you know if you can get a decent T-mobile signal? From 5th October, you'll be able to use that with your Orange phone as their roaming agreement will start.

http://uk.reuters.com/article/idUKTRE6823DE20100903

slugger09

I am having a similar issue with Orange, and apparent masts down, I have to go outside to make a call and even thats not guaranteed, With me anyway T-mobile is even worse than Orange, I can't get any signal even if I am outside

ripgroove

Thanks for the replies... :beer:

I'm definitely not going to let this slide, they seem to be genuinely looking in to it at the moment (waiting for the managers response) but i'm not holding my breath expecting any answers from the call centre.

Does anybody know where I can get the address of the head office to write a letter? I can't find it on their website, a google search does bring one up but it's from 2007 so i'm not sure whether it's current. I think the Ofcom route might get results.

If I don't achieve anything the t-mobile deal might help as they have quite good reception in my area, but still that's quite ridiculous that i'd have to wait until October paying nearly £50 a month!

They are basically stealing from me at the moment!

coppertj

ceo name Tom Alexander's email address is Tom.Alexander@orange.co.uk

Hi. Orange headquaters switchboard number 0870 376 8888 or using my favourite little website 0800 0795000

Check out this site if you ever need to ring an 0845 or 0870 number

SAYNOTO0870.COM - Non-Geographical Alternative Telephone Numbers

ive had the same issues and had 2 lots of line rental reimbursed- they first said it my my phone as it was an iphone which is a computer?? so i asked why i was paying a telephone line rental and package for it- they then said it was tree interference and the weather? so i asked the rain or sun? as everywhere has that!
then they said 3 masts were down - this was back in june and they were to be fixed on 7 different dates in july- ??? well my last conversation was with them in august and its still the same- i complained to ofcom and emailed the head office ceo- no reply? if its not done soon i will be calling again as 4 members of my household are on orange !!!

coppertj

OFCOM's number which is 0300-123-3333.

Greengage

ripgroove wrote: »

Thanks for the replies... :beer:

I'm definitely not going to let this slide, they seem to be genuinely looking in to it at the moment (waiting for the managers response) but i'm not holding my breath expecting any answers from the call centre.

Does anybody know where I can get the address of the head office to write a letter? I can't find it on their website, a google search does bring one up but it's from 2007 so i'm not sure whether it's current. I think the Ofcom route might get results.

If I don't achieve anything the t-mobile deal might help as they have quite good reception in my area, but still that's quite ridiculous that i'd have to wait until October paying nearly £50 a month!

They are basically stealing from me at the moment!

I read today that Orange and T-Mobile are merging. I understand you will have the option to opt in to a combined network from early October.

Exhortation

Orange have three masts down in your area with no date for repair? I think they're taking the pith.

coppertj

just a bit eh?

they have dates but that was in june and july! unless they meant next year!!