How to complain against Orange

97browng

Hi All,

I wanted to know how I can make a complaint against Orange i.e. is there an ombudsman?

Just for some background I live in Cardiff and since November I have been having a problem with reception. However I am not the only one, there are many many people with the same issue. My work (a very large employer in Cardiff) use Orange and they were also getting the problem. After them complained Orange admitted that there was a problem with over subscription in the area.

I went back to Orange and said I wished to end my contract because they were not providing my service due to a fault of their making. Since then they have denied any problems, but are actually dodging the questions I ask. They have also lied to either me or my wife (who is also on Orange) as they say to me there re no problems with the masts in your area, but they say to my wife, some of the masts are down.

I have a written record of everything they have said to me (most was done via email) and even in this you can see inconsistency in what they are saying. When you compare this to what my wife has been told we see that they are outright lying to me/her.

I don't think they will admit there is a fault with over subscription as then they will have to pay out compensation to possibly thousands of people. However as I said my company has written confirmation there is a problem. I think they are trying to get around this by the way they word their reply. For example they said there are no problems in CF24 or CF11 (where I live). However I have told them it is also where I work in CF10, CF3 and CF14 (where there are known problems). In their next reply they simply once again stated there are no issues in CF11 or CF24.

They have been like this all the time so I am fed up now and want to make a complaint to an ombudsman as they continue to lie to me, my wife and hundreds of other people.

Any help on who I can/should contact would be great.

OneADay

Ofcom to make a complaint.

The online coverage maps show there is coverage in the areas you mention. It could be your phone - tried using a different phone?

Or try picking up the T-mobile signal (as Orange are now partners with T-mobile) - http://help.orange.co.uk/orangeuk/support/personal/Signal-sharing

97browng

Hi thanks for the reply.

Its not the phone I have tried 4 and my wife 3, plus there are hundreds of people with the problem. As I said they admitted to my company the problem is with over subscription. This makes sense because what happens is your phone is on and has full reception. Then you get a text saying you missed a call from 1 minute ago, even though the phone is on and fine.

I have tried picking up T-Mobile which has made little difference. They also said to turn of 3G and only use 2G which is crap plus it point to over subscription on 3G services. Plus I pay for 3G so there is no way I am not going to use it.

OneADay

Well I get problems with t-mobile signal - 3g / 2g data - sometimes 2g works better than 3g.
So the network loads are too high - saying that I tried different phones, some work better than others.

My problem is data related signal in peak times - hoping to leave t-mobile when contract ends in october :-).

All I can say, you take it up with Ofcom if you can't resolve it with Orange direct.

drbesty

Ofcom won't do anything, they regulate the industry as a whole, they don't deal with individual cases. What you need to do is follow the escalation process within Orange, if you have no joy with that you can then complain to CISAS who will contact Orange and try to resolve the case