Terrible Orange Customer Care - Help Needed

scott7saunders

Hi
:mad:
This is more of a cry for help than anything else as I really do feel that orange have become a complete joke and have completely abandoned any notion of customer care...

My handset has been experiencing extremely slow data network speeds for two months now and so far Orange have failed to resolve the problem
- I would argue that they have not really been that bothered to be honest but that's just my opinion based on the service received so far.


the data speeds when using the 3G or HSDPA network varies from 0.01MB to 0.05MB constantly.

The data speed is the same using my own handset (this Orange replaced under their care system) as well as my own iPhone 5 and my sons Samsung Ace..
..All three handsets experience the same data speed problem and have had the same speed test app installed to actually monitor the data speed.

My display now shows EE however it was originally connected to Orange 8 months ago.

The wife was on T-Mobile however she has been migrated over to the EE network a
nd when she tried to run a speed test on 3 different phones the test app shows that her data speeds are constantly around 6 - 7 MB
which is just a massive difference to mine and is actually usable.

Orange have initially tried to blame the handsets, then the SIM card and in fact they have tried to blame everything other than the network.

My number was originally ported from O2 and I am convinced that the fault lies in the way my number is being routed however they will not investigate that.

I have asked to be put through to a team leader in line with their complaints policy and been refused twice due to them being "busy", on another occasion I was transferred
- placed on hold for 20 minute and then cut off..

.My next port of call was to email their customer service email address again in line with their complaints policy to which an automatic reply comes back
telling me that they are upgrading their email policy and my email will not be responded too.

Finally I even tried emailing both Olaf Swantee and the Executive Office with details of my issues, history etc.
however its now been 4 days and so far I have not even received any form of acknowledgement.

Obviously we live in a world dominated by social networking so I have tried repeated to contact Orange via twitter and again my tweets go unanswered....

Today was really the icing on the cake and something that has just got my seriously wound up that I am actually trembling as I type this.

Just put on one final call to the faults team and after being on hold for 30 minutes my call was finally taken by someone in their faults department.

I explained my issues and said that I felt that there was a breach of contract on Oranges half for failing to provide a service
- the advisor then said that "I hear people beat on about that all the time and good luck to you if you try and cancel then Orange will just send a dept. collector to knock of my door"

I felt that this was very confrontational and hardly an advert for their excellent customer service as that statement would imply that complaints are not a one off
- I explained what I have done to try and eliminate the handset as being faulty and the advisor starts to talk down to me practically accusing me of not knowing what I was talking about.....

Its at this point that I will admit that I was in the wrong as I did erupt and advised him not to talk to me like a piece of "crap"
to which he said that I was given my first warning for swearing.

I then said that I wanted to be put though to retentions and be refused, told me to redial - have a nice day, nice life and put the phone down......

Sorry that this post has gone on but I just wanted to type as much as possible with the view of giving the complete picture away....

So that's there I am now - being honest I feel like I couldn't care less what Orange now to do my credit file and feel like telling them swing for the direct debit....

what else can I do ? I have followed all procedures and gotten nothing....

HELP! Please!

MSM78

Disgusting, not great to hear considering I've just moved from O2 to Orange / EE....

NorthernOne

Where about's do you live? Have you checked how far the mast is from your house http://www.sitefinder.ofcom.org.uk/ it could be that you are miles from the mast.

I have had similar problems whilst tmobile and orange merged their network and it was solved by me selecting tmobile rather than allowing automatic choice. The merged network is now just EE its poor again even more now its 4G in my area (I am on 3G allegedly). I also found allowing data roaming helped.

I share your pain with CS as they are like tmobile (probably the same now) poor and unhelpful.

Narc0lepsy

Looks like a lot of customer service issues, and network stuff too.
Has anyone on payg ever topped up using the "Ready Deal 50" which is available? I normally put £10 on most months, which gives me free text and internet for the month. When I went to check my balance on line, it offered this deal which it said meant you paid £50 and for the next 6 months they would automatically put £10 on for you i.e. I'd get the same usage but at £10 cheaper. That was at the end of Sept. I thought it odd the following month I didn't get the usual text confirming the £10 and what it gave me i.e. texts and internet, so I checked my account on line. To my horror, it was treating my RD50 as a straightforward £50 top up and charging me 12p for each text.

I rang Orange on Tuesday and after struggling to explain it, I was told that the billing department would be informed and would get back to me within 48 hrs. Guess what - no reply.

I've just spent half an hour on the phone to them again, they didn't ask for my passcode which you're always meant to give as ID, but she asked what make my phone was - which seemed irrelevant. She then said I'd topped up by £50 so I explained again. She said that before I'd topped up, I was in the "reserve tank" which I needed to opt out of as soon as I topped up. I said how come I don't have to do that normally, and she tried to say it was because I had run out of credit (I hadn't). She said it would all be fine and I'd start getting my "rewards" if I opted out of reserve tank - how can I be on reserve if it's showing a balance of over £30? She then suggested I top up with £10 to activate it. I said what happened to my £50 and she didn't really have an answer......

Anyway sorry for long rant; I just needed to say it so now I'll cut and paste this into a letter of complaint.

And - incidentally - the reception now it's EE is worse than when it was either Orange or T Mobile, both of which I've been pretty pleased with for the last 6 yrs or so.

Guys_Dad

Ok. See if this helps, and if it does, please let others know.

Today, I got a sim update that changed my signal from reading "Orange" to "EE".

I immediately noticed that my data speed dropped to 41kps.

I rang Orange and eventually got put through to their technical level 2 team.

Their guy was very switched on and we tried changing some settings on my Android. My Data signal was reading "G" and my signal level about 2 - 3 bars outside in the street. (I have poor Orange signal in the house).

The Orange technical guy asked me to go into Settings/Wireless & Networks/Mobile Networks and then change the Network Mode to WCDMA only. Then I reset the Network Operator by reselecting the default.

Immediately, the "G" signal became "3G" but the number of bars on my signal strength dropped to between zero and 1. Curiously enough, this didn't make any difference to my calls.

My Data speed, however, rose to 1.8 mps.

It might be worth a try.

scott7saunders

tried manually changing the settings but its still the same - Orange just will not accept that there is a problem with the network and truly gone actually care..

Their twitter team keep advising me to follow the complaints procedure however that's impossible due to the customer service email not working, 150's refusal to escalate the problem and the executive office not responding to me.

I appreciate that on the grand scheme of things I am just a single user with an issue and if they ignore me then I will just go away however that is really not the case, my credit rating is not great anyway and the way they have annoyed me makes me that that I don't really care if they put a default on my file for non payment - at least if I fight it it will highlight the clear issues with Orange / EE customer care which will no doubt hurt Orange more in long run..


desperately trying no to sound bitter but its really hard!

nice to know I am not alone

oopsadaisydoddle

If you have emailed the exec office/Olaf Swantee, you should get a reply.

The reason you normally get batted back to CS is because you are supposed to follow their escalation procedure first. The fact that they are refusing to escalate it should be enough for the exec team to intervene. Might be worth taking names & ext numbers of people you speak to so that you have that as a back up.

Narc0lepsy

scott7saunders wrote: »

desperately trying no to sound bitter but its really hard!

nice to know I am not alone

I'm going to try going into the shop tomorrow as they were helpful when I bought the phone (although I suppose they would be). 10 mins after I'd finished today's argument with the customer service, I had a text - presumably automated - saying how much they 'd like feedback on how my enquiry went!! I'm quite sure they would not like my feedback at all, but the 'short survey' referenced did not appear anyway.

simax

Some orange sites seem to be having issues with data speeds and general connectivity.

If you have an iPhone, do a manual network search and look for the network labelled EE, not EE (3G). (The one labelled EE on its own is the "opposite" network ie: T-Mobile) - that should fix it.

They're both 3G networks - it's just the (3G) bit is a marker so we know which network is which in the list