Orange call dropping in London & how do I get help?

Carltonbp

Hi,

Firstly I was wondering if anyone else on EE, T-mobile or Orange was having problems with call dropping especially in London. I even found a press release from Orange admitting there were problems but that was two months ago.

My second question was how on earth do you get them to help you. I'm batting my head against a brick wall.

I've tried phoning, 4 times. 3 times I got an automated message after going through an awful menu system saying they were too busy to take my call and to call tomorrow. I did eventually speak to someone who said she wasn't the right person but would speak to the right person and call me back in 20min. That was 3 days ago, no call.

I tried Orange Helpers on FB, got told message orange UK on FB, so then I do that, I get a reply telling me something blindingly obvious I reply, I then get another message saying I had been dealt with when I called in and a diagnostic was run. I replied pointing out I hadn't and no diagnostic has been run as far as I was aware and I have still had no help. That was over 24hrs ago and no reply. 12 hrs ago I tried again asking what I had to do to get some help. No reply.

I haven't been rude or offensive, I really do now understand why they have such a bad rep.

Any ideas, email address etc?

Many thanks

Carltonbp

After 15mins on hold I spoke to someone who confirmed that there are lots of masts down in London being upgraded and at least two in my area. This will not be fixed probably until early Oct at the earliest and service should increase until it's back to normal at the end of the year.

If anyone else has this problem call them, ask for extra minutes to cover all the re-calls you have to make. I've wasted so many minutes on hold, and then being cut-off and having to start again. Not good for the blood pressure. I got 6 months with an extra 100 mins. But this really is a nuisance and if by mid Oct things haven't been improved I'll be looking to get out of my contract.

boopopps

I live in Wolverhampton West Midlands. My boyfriend had the same problem with Orange. At first when calling them he was told there was no issue, then months down the line he called them again and spoke to someone who told him there had been masts down for months and that there was no sign of the situation improving for months. They offered him a signal booster or the house, however this is no good when your out and about. They then offered to terminate his contract early. He accepted this offer to move to another supplier. On the tram one day he was speaking to someone who worked for Orange and he was told he should have been offered compensation as well. After many calls and chasing, he was refunded £250 as well, as he had hardly used any of his minutes, internet or text due to service problems.

Im_just_careful

EE is just dreadful in London at the moment, laughably dreadful really.

In some other locations I visited I've recently found EE really good.

Carltonbp

boopopps wrote: »

I live in Wolverhampton West Midlands. My boyfriend had the same problem with Orange. At first when calling them he was told there was no issue, then months down the line he called them again and spoke to someone who told him there had been masts down for months and that there was no sign of the situation improving for months. They offered him a signal booster or the house, however this is no good when your out and about. They then offered to terminate his contract early. He accepted this offer to move to another supplier. On the tram one day he was speaking to someone who worked for Orange and he was told he should have been offered compensation as well. After many calls and chasing, he was refunded £250 as well, as he had hardly used any of his minutes, internet or text due to service problems.

Good to know, thanks for that.

Just got a reply on facebook saying I'd been helped and as a goodwill gesture got 100 free minutes. I've gone back saying that's just to make up for all the minutes I'm wasting. It's not a freebie or a goodwill gesture it just helps me get what I'm actually entitled to on my contract. But my phone is often unusable and it's not good enough.

Carltonbp

Thought I'd update, nothing improved, constant call dropping, pitiful customer service, I took them to CISAS and they agreed straight away no quibble last week to let me end my contract without penalty about 8 months early. I know plenty in North London are having this problem as I visited CPW and Phones4u before I went to CISAS and spoke to the staff. So please don't be fobbed off thinking it will get better, 2g and 3g now share 1 bandwith and 4g has the old 3g bandwith and they took down quite a few masts as well, they got it wrong and they can't cope in many areas now.

[Deleted User]

Guess it's time for you to switch to another network - my son has had similar problems in London. I only have a 2G phone but when I was there the O2 signal seemed pretty steady in London but I can't comment on 3G.

pd52

Carltonbp wrote: »

After 15mins on hold I spoke to someone who confirmed that there are lots of masts down in London being upgraded and at least two in my area. This will not be fixed probably until early Oct at the earliest and service should increase until it's back to normal at the end of the year.

If anyone else has this problem call them, ask for extra minutes to cover all the re-calls you have to make. I've wasted so many minutes on hold, and then being cut-off and having to start again. Not good for the blood pressure. I got 6 months with an extra 100 mins. But this really is a nuisance and if by mid Oct things haven't been improved I'll be looking to get out of my contract.

thats awful!

me0000

switch to o2.

korny88

I can second the awful reception we were getting on Orange. Have had enough of them saying the masts are being repaired. It's time to move on..