Problems on Orange - I want out.

Toe-Jam

darich wrote: »

The contract does state that the it may be cancelled if Orange cannot provide access to the network.
I accept that in places and at times, the signal will drop off, but in my case, where I struggle to get internet, calls are dropped and incoming calls go straight to answering service, then they're not fulfilling their part of the contract.
The point of a mobile phone is to have access to a phone when out and about. In my case Orange are clearly struggling to provide that service.

After several calls to the help centre, they're now replacing my phone. I should have a replacement handset tomorrow or Tuesday. That in itself is an admission that something is not as it should be. If the replacement phone has the same issues then I don't see how Orange can claim to be providing the service I'm paying for.

They sent me a replacement handset twice, and both times it never turned up. So i refused to accept one after that.

darich

Toe-Jam wrote: »

They sent me a replacement handset twice, and both times it never turned up. So i refused to accept one after that.

I'd expect them to use recorded delivery.

We'll see how my signal is with the new handset....and take it from there.

drbesty

Darich the key word regarding the contract is 'may', it may be cancelled if they cannot provide access to the network, not it will be, it is entirely at Oranges discretion. Basically if you don't get signal at home, outdoors, you were told the signal was great at the time you took out the contract, and if you reported it in a timely manner, not 9 months down the line then you have a chance of getting the contract cancelled, or if Orange take away a mast and this causes a loss of signal at your home then again you have a chance. If you can't get coverage at your brothers mates house, you have no chance, because the contract states that coverage in any given area cannot be guaranteed.

darich

drbesty wrote: »

Darich the key word regarding the contract is 'may', it may be cancelled if they cannot provide access to the network, not it will be, it is entirely at Oranges discretion. Basically if you don't get signal at home, outdoors, you were told the signal was great at the time you took out the contract, and if you reported it in a timely manner, not 9 months down the line then you have a chance of getting the contract cancelled, or if Orange take away a mast and this causes a loss of signal at your home then again you have a chance. If you can't get coverage at your brothers mates house, you have no chance, because the contract states that coverage in any given area cannot be guaranteed.

You're right....it does say "may"...but I'd argue that I'm still not getting the service I'm paying for.

The other key thing is that I took the contract out in June....my problems started in November/December. That means that either my phone developed a fault at this time, or Orange's network was changed. I reported it in early December and since then have phoned the help centre 4 times, sent 2 emails, and they've phoned me 4 times. To be fair to Orange, so far, they seem to be having a good go at fixing what ever issue I'm having.

If the replacement handset has the same issue as the one I currently have then I'll contact them regarding cancellation and see what happens.

As I said earlier in the thread, I don't necessarily want to leave Orange - I just want to be able to use my phone as it was intended.

EDIT : I should have added - I get poor/intermittent signal at home, at work, and pretty much everywhere....so something isn't right somewhere

flyingscotno1

darich wrote: »

EDIT : I should have added - I get poor/intermittent signal at home, at work, and pretty much everywhere....so something isn't right somewhere

Suggests to me a phone/sim issue rather than an Orange issue- they don't have a bad network in my experience.

darich

flyingscotno1 wrote: »

Suggests to me a phone/sim issue rather than an Orange issue- they don't have a bad network in my experience.

I agree.
Sim has been tried in another phone and didn't seem to be a problem so it eliminated the sim.
The handset is the prime suspect hence the change.

I've been with Orange for around 5-6 years and never had problems in the past....so I suspect the handset is to blame.

Toe-Jam

darich wrote: »

I agree.
Sim has been tried in another phone and didn't seem to be a problem so it eliminated the sim.
The handset is the prime suspect hence the change.

I've been with Orange for around 5-6 years and never had problems in the past....so I suspect the handset is to blame.

you do know that the iphone has terrible signal strength so if you are getting 1-2 bars solid on a regular phone then that is not going to be the case on an iphone.

i get no more than 2 bars on o2 at my house, but its solid, and the iphone 3gs won't work.

darich

Toe-Jam wrote: »

you do know that the iphone has terrible signal strength so if you are getting 1-2 bars solid on a regular phone then that is not going to be the case on an iphone.

i get no more than 2 bars on o2 at my house, but its solid, and the iphone 3gs won't work.

My current phone, the one with the problems is an iPhone 3GS.

Samsung phone picked up 3G signal at my house.....iphone gets 2G, somtimes.
Iphone struggles to get any kind of internet in urban areas where mates at work get 3G on Vodafone and O2. I'm getting error messages telling my servers are not responding, no internet connection, servier timeouts etc etc
My iPhone drops calls.....some incoming calls go straight to answering service.
Earlier tonight, my iphone displayed "searching"....then went to 3 bar strength....then to 2 bars.
Incidentally, the Orange coverage checker states that Hamilton has "excellent" coverage for all browsing, calls, texts, everything.....yet my phone drops calls, and incoming calls go to answering service.....that means either Orange are lying, or my phone is faulty.

I accept that in places the signal will be weaker but my problems are beyond acceptable....even the guy in the call centre was surprised at the extent of my problems.

EDIT : if it's a known issue as you seem to be saying then Orange missold me the phone - they made no mention of poor reception, weak antenna or anything of that sort. I genuinely didn't know (since before getting this phone, I had never owned an iPhone), so would have expected the seller to declare known issues.

RIC124

You state your mates on o2 and vodafone have a 3g signal where you have none, what phones do they have. My work mate has an iphone 3g on o2 and his signal is good and solid, he never gets calls dropped, whereas i'm on orange with a 3gs and it is the opposite, have been on at orange numerous times and been spinned different stories of masts down etc and check at apple store. I've changed my phone but still same issues as before. You can also check where your nearest masts are on the ofcom website.

darich

RIC124 wrote: »

You state your mates on o2 and vodafone have a 3g signal where you have none, what phones do they have. My work mate has an iphone 3g on o2 and his signal is good and solid, he never gets calls dropped, whereas i'm on orange with a 3gs and it is the opposite, have been on at orange numerous times and been spinned different stories of masts down etc and check at apple store. I've changed my phone but still same issues as before. You can also check where your nearest masts are on the ofcom website.

Should have said....mates are both on iPhone....iPhone 3G on O2 and the other is iPhone 4 on Vodafone.

I've also had the masts down story....at least twice.