Orange - Poor customer service! What can I do?

TEDDYRUKSPIN

I will try and cut the story short. My partner and myself joined orange and ported our old numbers. 8 days down the line, we still can not phone out to other networks, receive calls from other people, send or receive texts. The only thing we can is receive calls from people on the orange network.

After phoning up plenty of times to the customer service and been cut off twice by them. So rude! What can we do?

We bought the phone from the orange shop and we have 7 days still to return the phone and cancel the contract. What we also would like if we go down this route is to have our old numbers back.

Every excuse they have said is that it is O2's fault for the above and that they have not released the specific settings hence the problems with the above.

Any ideas?

matrix999

Definitely sounds like a porting fault. Both O2 and Orange should have technical teams that should be able to sort this fault quickly.

Seems strange that it's taking 8 days so far.

If I were you I'd get back on the phone and demand it gets sorted and ask for compensation for the inconvenience caused.

NFH

I'd go back to the Orange shop and return the goods. Tell them that if they can't fix the problem while you wait in the shop, then you will take your numbers back to O2. You have every right to do this because Orange are in breach of contact and are failing to carry out the service with reasonable care and skill in breach of Section 13 of the Supply of Goods and Services Act 1982. Orange shop staff are usually much more helpful and knowledgeable than many of Orange's call centre workers.

sdduk

If brought from a orange shop then its down to them to sort it out

Are you sure you still have time to cancel ?
i didn't think they gave you a option to cancel now from a shop i thought they only give that when brought over the internet.

NFH

sdduk wrote: »

Are you sure you still have time to cancel ?
i didn't think they gave you a option to cancel now from a shop i thought they only give that when brought over the internet.

You're right. The Consumer Protection (Distance Selling) Regulations 2000 (7 working days if you change your mind etc) don't apply but the Supply of Goods and Services Act 1982 does apply. The OP can therefore return the goods and cancel the service if the supplier is in breach of contract, which appears to be the case here.

simax

NFH wrote: »

Orange shop staff are usually much more helpful and knowledgeable than many of Orange's call centre workers.

That's debatable, seeing the quality of dealer calls we get :cool:

markdavey

I have just had a similar issue porting a number from GiffGaff (O2) to Orange. The port was supposed to happen last tuesday and it took 4 days of constant calling to get it sorted. Apparently O2 had not sent all the files necessary to complete the port.

I had a stroke of luck when I called on Thursday and spoke to a lovely, English speaking, lady called Lauren in the Porting team. She took ownership of the issue and it was resolved, as she promised on Friday.

When you get through to CS, insist on speaking to the porting team and then a supervisor. Not a pleasant process but I got there in the end (and got a £10 credit to boot which ,considering I got the £8 per month TopCashback SIM only deal means just over a month free!)

grumbler

Another similar problem with porting from O2 to Vodafone was reported here:

Interestingly it was from O2 in all three recent reports. Looks like O2 are having some issues with porting out, but keep silence about this.

TEDDYRUKSPIN

What a headache. 10 days and counting. I've had enough. Just on the phone and they said they will escalate it to the porting team? Erm. What have you been doing for the last 10 days of phone calls? Going to pop in and ask for a full cancellation. Only concern is if I will get my old number back? Any ideas? receipt says I have 14 days cancellation rights.

Every phone call is 24 hours and maybe 48 hours. Crazy.

TEDDYRUKSPIN

Kept on hold as I want to speak to the manager. 10 minutes already. I've been had off again.

TEDDYRUKSPIN

15 minutes....