How To Complain About Orange?

tim091

The big problem is that all of the UK providers are as bad at CS it seems (check out the sites where users rate their providers and they all score practically nothing on CS).

That said I would like to know up to date complaints email for them if possible. Just because they want you to phone them with your issue shouldn't meant that you have to. I prefer to deal with companies by email and I am the customer so that is what I will do!

Emails from their CS are just pointless, patronising, insulting etc. So time to escalate my issue. Which is that I live in the country and have had great Orange signal for the last five years as I live approx 500 metres from cell. On 30/06/11 they decomissioned that cell (it has taken me this long to get them to tell me that) and they say they have no plans to replace it. So now I have no signal, at best 1 bar, when I consistently had 5 before.

I cannot understand why they would want to make their coverage worse!! It makes no sense to me and I want an explanation from someone high up in Orange.

drbesty

They could have decomissioned the site for any number of reasons, maybe the landowner didn't want it there anymore, maybe it was vandalised and beyond repair, there will be a good reason, they didn't just take it away to make your signal worse

Jon_01

Have you tied switching you're phone to roaming on Tmobile? It could be that the mast has been taken down because it was old and the closest T cell is newer with a higher capacity ?

The guys that run the infrastructure side of any network aren't contactable by customers, just because they work for a network doesn't mean they work in customer services. CS might be able to pass a request along, but if its a business decision they won't give out any info to you.

tim091

Thanks for the replies. I had T-mobile sharing enabled. The full story is that a new cell mast was built in the last few months about 300 yards from the existing one. Now that the old one has been decommissioned I expected the new one to perhaps be a replacement. But it isn't (not for Orange or T-Mobile anyway). Presume it is for other networks.

Bottom line is that I can now no longer get a signal from Orange or T-Mobile beyond 1 bar (or zero"Emergency calls only"),

I donlt really care why they have had to decommision the fact is they can't offer me a service anymore and surely I have the right to complain about that?

Naf

My advice on complaining to Orange; go straight to the exec. office and don't ever take no for an answer. Get an individual's details and chase them up as often as reasonably possible. I had an issue that took them 6 MONTHS to resolve, but I was persistent (and not patient), eventually got through to them to the point they offered to cancel all my contracts early (I just had to send handsets back, got an almost free laptop this way). Unfortunately my credit is poor so I couldn't change to another network, just disconnected my mobile broadband - only took it for the laptop anyway lol.

Transformer

Anyone ringing the ceo office of orange especially needs to record the call, you might be suprised what their arrogance allows them to say when you wont give in !!!!!!!!

drbesty

Your contract states that if you lose service through no fault of your own then you are entitled to end the contract without charge, they've essentially taken away your service by decommissioning a mast so you can end the contract, section 4.4 off the top of my head

Naf

drbesty wrote: »

Your contract states that if you lose service through no fault of your own then you are entitled to end the contract without charge, they've essentially taken away your service by decommissioning a mast so you can end the contract, section 4.4 off the top of my head

Actually no, the contracts state that they do not guarantee signal.

drbesty

It would not be unreasonable to expect to receive a signal in your home area, if you have a signal then lose it because of a decomissioned mast that falls under the mobile provider no longer being able to provide a service, you can trot out 'well we dont guarantee signal' etc but it won't fly, the provider has altered the service to the detriment of the customer

Naf

drbesty wrote: »

It would not be unreasonable to expect to receive a signal in your home area, if you have a signal then lose it because of a decomissioned mast that falls under the mobile provider no longer being able to provide a service, you can trot out 'well we dont guarantee signal' etc but it won't fly, the provider has altered the service to the detriment of the customer

You can try. Orange stonewalled me for months on exactly this issue.