Orange blocked mobile for months but don't know why!

angelcake

So angry with orange, I got my daughter a mobile phone. For the last couple of months she didn't use it to make calls as she always thought the signal was too low (we live out in the sticks with barely any signal) or that it needed credit. Its a contract phone and I have been paying for it monthly. I have just tried to call my mobile and it said about the phone is blocked, my credit rating will be effected etc.... and put me through to collections, there he said 'I have no idea why its blocked but have lifted it now!' I was incredulous about the sheer 'matter of fact' way he said it. He said there are no notes why nor has he any clue but he has lifted the block now so she can use it. I said I want refunding for the last few months she hasn't been able to use it. He said 'I am the collections department so can't help you' I said well can you put me through to someone who can as I am understandably fuming! he said I have to write if I want to complain! Maybe its the time of night/weather/who knows.. but I am stuck now knowing where to write and what to actually put! Is my credit rating effected for this?!

The reason why I hadn't noticed this sooner is because although my daughter has a mobile she has always been ok to text me, (via wifi I can imagine now!!) .. she also has only just started going out with her friends and so needs her phone to work!

I have tried to log into her account online to view bills/account but all it says is that the account is managed by her phone number.. and I need to contact 07.... (her phone number) to be able to upgrade and see the account..?!?!?

Its all so frustrating but need a little advice on what to do next.

chanz4

this happened to me, cant remember what it was think it was when I cancelled my dongle though. Although didn't owe anything

angelcake

chanz4 wrote: »

this happened to me, cant remember what it was think it was when I cancelled my dongle though. Although didn't owe anything

What did you do about it? We haven't cancelled anything, the only reason we went with orange was because my sister works for them and could give me a discount... not such an attractive proposal when you don't get the service you are paying for.

Its not just this we have had problems with.. but that's a different and longer story! So sick of this company!

Jon_01

I'd say it was a 'auto blocked' by by one of the systems.

If you can get through to a team leader they can look at the logs on your account screen and see which codes have been applied to it since it was opened.

Orange 'let go' a whole load if staff when they merged with T mobile, and most of the back office teams that managed these things went. Now, it would seem, no one is managing what the systems do (or understand how the system was setup!!)...

angelcake

this is the reply from them

'After checking your account, I cannot see any reason why a block was put on your daughters phone. I'm not able to apply any credit to the account, as it shows that the phone was used.

For future reference, please be aware that the Orange Helpers box will be closing soon and your history will be lost. Please use OrangeUK for any further queries, including if possible your previous messages. Thanks.'

There is still an answerphone message stuck on her phone saying all this about being blocked, the icon won't go away!!

So I should just accept that they have blocked her phone for no reason even though I have been paying for it!! Of course its been used, but she hasn't made calls from it, she has text but no calls as it wouldn't ever allow her too....

angelcake

currently trying to log into her account but again my internet (provided by EE) is on 0.09 speed so barely loading the pages... hate this company GRRRR