Orange Customer Services

atagirl

I have a serious problem with Orange- who have admitted that there's no signal at my home postcode and I'm wrangling with them to let me out of their contract on the basis that they are expecting me to pay for a service that they are incapable of providing.

Orange CS no longer have an email address - they've been saying there's a problem with the email for at least a year, but they've actually just suspended it. The only way you can contact them is by TWITTER and FACEBOOK. It's just laughable that a communciations company expect you to contact them this way. It costs me a fortune to call them from another line- I hung on for 26 minutes last week- when I got through they said they'd call me back. And didn't.

The departments don't speak to each other, no one calls me back, no one passes on messages. I'm about to write a postal letter of complaint- but firstly does ANYONE have any contact email addresses that actually work? I'm only being given Christian names and no one gives out their email.

I'm disgusted with this company and can't wait to go to O2, who have a great signal here. It's shame, I've been with them from the very beginning.

Thanks in advance.

Kingsd316

use 07973 100 150 from any other phone that has free mins, here is an email the the CEO

[EMAIL="olaf.swantee@ee.co.uk"]olaf.swantee@ee.co.uk[/EMAIL]


He seems to get peoples issues sort from what I've read on here (although not him personally but someone higher up)

Jon_01

Kingsd316 wrote: »

use 07973 100 150 from any other phone that has free mins, here is an email the the CEO

[EMAIL="olaf.swantee@ee.co.uk"]olaf.swantee@ee.co.uk[/EMAIL]


He seems to get peoples issues sort from what I've read on here (although not him personally but someone higher up)

That email goes to the Exec office.
I understand that they will only look at an issue after it exhausted the CS complaints processes now...

atagirl

Thanks for this. Have tried the email address. Fingers crossed.

chanz4

Jon_01 wrote: »

That email goes to the Exec office.
I understand that they will only look at an issue after it exhausted the CS complaints processes now...

Hope fully, as be pointless having an escalations process

daindian

atagirl wrote: »

I have a serious problem with Orange- who have admitted that there's no signal at my home postcode and I'm wrangling with them to let me out of their contract on the basis that they are expecting me to pay for a service that they are incapable of providing.

Orange CS no longer have an email address - they've been saying there's a problem with the email for at least a year, but they've actually just suspended it. The only way you can contact them is by TWITTER and FACEBOOK. It's just laughable that a communciations company expect you to contact them this way. It costs me a fortune to call them from another line- I hung on for 26 minutes last week- when I got through they said they'd call me back. And didn't.

The departments don't speak to each other, no one calls me back, no one passes on messages. I'm about to write a postal letter of complaint- but firstly does ANYONE have any contact email addresses that actually work? I'm only being given Christian names and no one gives out their email.

I'm disgusted with this company and can't wait to go to O2, who have a great signal here. It's shame, I've been with them from the very beginning.

Thanks in advance.

Had the same problem with tmobile. They let me go 11 months into my contract for free. If they admit they have switched your mast off resulting in your bad signal, they should let you leave for free

Earthworm

When did the signal go? Was it previously working or has it never worked at home? Have you recently moved into the house?

Networks never guarantee signal indoors but there have definately been times when people have been released from a contract because of it.

atagirl

It's never worked at my house and within about 1/2 mile around. When I complained they said there were 'maintenance issues' which would be resolved but now they've admitted that it won't be.

Chimper

You can also get them on Facebook and Twitter although I don't think they'll take complaints via these methods. They are making it as difficult as possible to get through to them.

On the signal issue, press reports say they've decommissioned over 10,000 sites. That's probably the real reason why they are reception issues. You will need to push them to find out if a mast has been removed in your area. They don't see it as an "issue", as it was planned, but it's obviously an issue for any customers affected by this.

Eilagoss

You may find this helpful, written complaints address (not easy to find)
Complaints Investigation Team, EE 6 Camberwell Way, Sunderland, SR3 3XN
and an email address [EMAIL="customer.relations@orange.co.uk"]customer.relations@orange.co.uk[/EMAIL]. Only just used email address, not sure if anything will come of it....