Oraneg barred me for no reason

redux

michael_quigley wrote: »

Still going round in a circle with them. Executive office have all my details and id's but they are still waiting on a response from fraud team.
Exec office can clearly see that my details are correct but they do not have the authority to re-connect me without having it approved by fraud dept.
Tomorrow will be the 10th day i've been barred. So blooming frustrating!!!

michael_quigley wrote: »

The problem 1 guy said is that it looks like someone has tried to add another number onto my account, funnily enough when I logged into my Orange account online their was a completely different number and the tariff was for a 24 month blackberry tariff.

As I've already suggested above, this sounds to me like it could possibly be a glitch with the dealer opening the account for you, with accidentally crossed over records from somebody else's account.

That's exactly what happened to me once with a new account. I called Orange CS the first day I had the phone, and the number ID I was calling from was not the number I'd been told as my new number, which the dealer had set up the previous day before posting the box to me. Orange said go back to the dealer and check things with them and if necessary the dealer should contact dealer support. The dealer called me back half an hour later and told me my real new number.

It may not be this sort of thing, but at least I think it's worth you trying a call to Phones4U to see if they can illuminate things a bit.

michael_quigley

redux wrote: »

As I've already suggested above, this sounds to me like it could possibly be a glitch with the dealer opening the account for you, with accidentally crossed over records from somebody else's account.

That's exactly what happened to me once with a new account. I called Orange CS the first day I had the phone, and the number ID I was calling from was not the number I'd been told as my new number, which the dealer had set up the previous day before posting the box to me. Orange said go back to the dealer and check things with them and if necessary the dealer should contact dealer support. The dealer called me back half an hour later and told me my real new number.

It may not be this sort of thing, but at least I think it's worth you trying a call to Phones4U to see if they can illuminate things a bit.

Yeah I had previously called up phones4u the 1st day I was barred. They checked their records and everything matched. Orange too said they had my correct details, all sim card numbers, imei etc all match but then for some reason I was wiped from their system.

Got a call from exec office 5 mins ago to say the head of fraud team had instructed my number was re-connected immediately and they were going to be investigating the matter fully and get back to me with an explanation as to why it happened tomorrow.

Fingers crossed I have a connection again soon.

Just need to follow up to receive compensation for the time I was cut off and hopefully a little more!

michael_quigley

WOOO Finally I have been reconnected to the Orange 9Everything everywhere) network.

The chap at exec office is off today so will need to wait until tomorrow to see what sort of compensation I will be getting.

Want to point out to them the loss in business it has caused me, along with the hassle and no doubt a much higher home phone bill trying to contact customers mobile phones, friends etc.

11 days it took them to realise they cut me off for no reason!

Jon_01

It's just stupid how long it's taken to sort that out for you, but well done for your perseverance and getting through to the right person.

The only problem I can see with getting compensation is that as you have a personal acc they won't factor in loss of business (if you had a business acc, then you'd have no problem), so it may just be something off your bill for the days you were without a line.
Best of luck with them, let us know how you get on...

BigRonW

michael_quigley wrote: »

Perhaps not but it's been the fraud team that have been dragging their heels on it.

Even the orange exec office guy, who I must admit was very helpful, said that it's a terrible set up as they have no customer facing team that can deal with any of these matters.

You'd think a communications company would be able to emm.... communicate!

I used to work for them... and found that the absurd internal firewalls between departments made very little sense. We couldn't talk to some other sections (based in the same building!) other than by email, apparently because they were undermanned for the level of work, and so shouldn't be distracted! There are few things more annoying than to be told that YOUR time is less important than someone else's. Orange was started by Hutchinson, then sold, and eventually bought up by France Telecomm. Hutchinson were a great company to work for - very "Hippyish", and heavily into Feng Shui and Karma. Alas, the original corporate ethos get increasingly diluted after the takeover, and a lot of the senior staff just walked away in disgust.

michael_quigley

I got my phone back up and running and as a gesture Orange offered me 6 months free from my contract and cleared the last month's balance too.

Account still doesn't seem 100% online yet but they said that would be resolved soon.

Thanks for all your advice!

T_T_2

michael_quigley wrote: »

I got my phone back up and running and as a gesture Orange offered me 6 months free from my contract and cleared the last month's balance too.

Account still doesn't seem 100% online yet but they said that would be resolved soon.

Thanks for all your advice!

Thanks for coming back to let us know the conclusion. Often these threads die off without a result. A good outcome in the end, even if a little slow.

michael_quigley

I spoke far too soon.....

The problem had been my number had been added to someone with the same name as me. He queried it the first time around, I was calling and details weren't matching because they were his and so on!

Anyway I finally got re-connected but had still noticed my online account wasn't giving me full access. This other guy with same name must have just got his bill in, seen my number was still on it and called up.

THEY HAVE BARRED ME AGAIN!!!!

It's the exec office i\m dealing with direct again so at least I have 1 contact who is dealing with it but for me to go without a phone again over the weekend when i'm busy with work is outrageous.

I should have just left them when I could have a few weeks ago!

They promised me this wouldn't happen again, it was 1 in a million and hadn't seen it happen before. So why the hell is it happening again!!!

The business i've lost and potentially losing this weekend far surpasses the 6 months free gesture they gave me. I'm hoping to just take my number and the phone and go elsewhere now!