Are Orange always this bad...?

esuhl

I've just subscribed to a Orange contract and I'm beginning to wonder what I'd let myself in for.

Called customer services to provide my PAC as directed on the website. After choosing two options on the IVR I get a message advising me that the "number is not recognised" and am immediately disconnected.

I phone customer services again, choose option 1 & 1 and explain the problem. I am told that the IVR *is* working and that they haven't had any complaints about it. Obviously they were lying because there I was on the phone complaining about it! Argh! I'm told that there's nothing I can do except keep redialling the same number and hope that one day it works. Brilliant. Eventually they give me another 0800 number to bypass the IVR options.

When I finally get through, I am asked to provide my Orange phone number, which I haven't been provided with yet. So why did the website say I should call?! Argh!

My number fails to port on the relevant day.

I call Orange. I spent 10 minutes trying to communicate with a guy with a heavy accent. Neither of us can understand each other, so he connects me to someone else. After another 10 minutes I'm told that the number will be ported the following day.

I ask for my voicemail to be turned off as calls to it are chargeable. I'm assured that voicemail is free. Dubious I ask for written confirmation. I receive the email. It says that calls *are* chargeable, completely contradicting what the guy said on the phone.

Aaaaaaaaargh!!! Are Orange always this bad or am I just unlucky?

smartphone

I think if you read a lot of the threads here, the majority of the networks have their fair share of issues. I never had a problem with Orange but sounds like you were unlucky!

esuhl

Aaaaaaargh!!! Now they've sent me a text survey asking me to rate the call out of ten. When I reply, the network responds "ERROR!".

Unbelievable. At least the customer service people are friendly... I have a feeling we may be on first name terms quite soon.

Buzby

Voicemail being 'free' is a relative term. Free to whom? The caller? Absolutely! It doesn't cost them any more to leave a voicemail, other than the standard call cost to the mobile.

To the subscriber, that will depend on your tariff, which may or may not provide message collection at no cost.

Old_Stanners

In answer to your original question, Yes, they are bad. Very, Very Bad. You are not unlucky. What you describe is normal service.

Tony5101

Old_Stanners wrote: »

In answer to your original question, Yes, they are bad. Very, Very Bad. You are not unlucky. What you describe is normal service.

Really? I've had nothing but good service from them.
Horses for courses...I guess some people are just a little more patient than others.
OP - if you give them time to complete setting your account up properly, you should find that PAC'ing in your number is relatively painless.
Calls to voicemail *ARE* charegeable, but only in so much as they come out of your inclusive allowance - if you've got no minutes left - then you pay.
IIRC - I think that there is only t-mobile that charges for calls to voicemail, irrespective of any allowances.

diamonds

Orange charge me my mins then 1p a minute to call my voicemail.

Empty_pockets

LOL, yes Orange are absolutely terrible!

See the light, go to giffgaff!

Bit late now mind...

diamonds

Orange staff are SEVERLY restricted by France Telecoms policies since FT bought Orange, "computer says no" is a standard Orange set in the UK. Poor Executive Office staff have to find ways round the system by cheating it, not over-riding it....does the CEO listen....NO, & he came from Virgin Mobile, even he is restricted by what France Telecom dictate.

J_B

What's an 'IVR'?

vuvuzela

J_B wrote: »

What's an 'IVR'?

Interactive Voice Response. Ie you speak to the computer and it tries unsuccessfully to work out what you said. Brilliant if you have a strong accent.