Orange - can't log into online account

the_cows_udders

I've got a teenager on an Orange contract. Usually I log in every few days to keep an eye on what he's up to, but I've not been able to log into the website for about 3 weeks now. Customer services keep telling me it will be working again "soon".

A bill was produced on the 15th November, but I've not been able to log in and access that. I was expecting the normal monthly payment coming out my bank today. Instead an exceptionally large amount has been taken and I've gone overdrawn.

I've called customer services and they said he's sent a large number of premium rate texts. I've spoken to him and he said a friend gave him the number and he didn't know it cost money to text it.

I know it's my fault and my responsibility to pay the bill and all that, and I'm not complaining about that aspect.

It's just so frustrating that I've not had access to the account for so long, and I could have nipped this in the bud on the 10th November when he started texting the number.

latecomer

It has been working but very patchy. If you have a smart phone you can get an app for your Orange account which might help keep track of things.

the_cows_udders

I've got the app but it only lets me view my Orange account. Customer services said I couldn't have multiple accounts on the app

latecomer

not going to hlep for this but maybe consider putting them on PAYG to prevent things like this in the future?

the_cows_udders

latecomer wrote: »

not going to hlep for this but maybe consider putting them on PAYG to prevent things like this in the future?

He was on PAYG but I put him on contract it worked out better value for money. He didn't realise these texts cost and thought they would come out of his allowance. I'm tied into the contract now.

Just annoying as if I'd been able to view the account I'd have been able to stop him when he first started texting the number, and I could have avoided going overdrawn.

I also need a copy of the bill on my account to send off to claim on my cashback deal, but I can't get a copy of it.

maz961

this has happened to me too. i havent been able to log into my account for at least 6 weeks now. rang them this morning (again) because i still cant log in and nearly had a heart attack when they told me the bill. 4 times as much as it usually is. it would not have got so high if i could have checked my sons usage online!

Woodyrocks

I was unable to log into my account for close to 4months, getting the same error message reported. This was after finding out that I was being charged for calls I had not made. Overcharged regularly by an average £98 monthly. Needless to say, I came to my senses, bought myself out of the remainder of my contract and found myself in safer shores.

Simply out Orange are the worst mobile phone providers imaginable and I would not recommend them to my worst enemy. Not that I have any of those Even the sales guy I spoke to when I finally managed to leave them (they made it sooooo difficult) admitted he was not with them himself nor would.

maz961

ive requested a copy of my bill through the post so i can check myself what calls have been made. they were going to charge me £3.06 for it as well till i requested it be free because of the difficulty im having logging onto my account. up until now i havent had a problem with them. i do find it a bit bizzare though that my partner can log onto his account from the same computer at the same address!!!

markdavey

Orange Your Account is still Broken. I was advised on Friday by their o-so-good customer services that it would be working today. It is not...

Tony5101

espresso wrote: »

Just logged into my account no problem!

Yup - me too (currently logged in)...in fact, I can't honestly say that I've seen this site down...not during the lifetime of this thread anyway.
I usually log in every 4 or 5 days...just to check allowances etc.

markdavey

Well, its broken for me and they are still advising that it is a global issue and should affect everyone. Like I said, o-so-good CS...