What's Happened to Orange????

[steveIT]

Hi,

Let me start by saying that I was a very happy customer of Orange for 10 years, I had strayed away from them in the past only to regret it and come back again, the cusomer service was the best I had come across and was very happy with the service i was getting.

 

I live in the Frome area, and have always been proud to have a full signal at home and at work where i use my phone for buisiness calls as well as personal, but a few months ago i had a message on my screen I had never seen before "NO NETWORK" (or something like that) , thinking the mast must be down for maintenance or something....so a few weeks went by with very liitle signal and allot more signal messages and then started to question my newish iphone thinking it was a phone problem..... I raised my concerns with my wife who told me her orange signal has been rubbish for some time now (she's got a sony erricson), so then asked my collegues at work using our companies orange buisness tarriffs and they all complained about the recent service.

 

So I tried e-mailing customer services, to point out the current problem WE are experiencing, to be contacted by someone in the Executive office??? they tried to phone me on my mobile but I wasnt getting no service at the time !! anyway I phoned them on the land line and spoke to a woman who said thet are not showing any problems in the area and they cannot guarantee a full signal in a building...which is fine so I tried to explain how we used to get a full signal, and how it's not just me, and the woman just talked over me repeating what she preiviously said over and over to the extent she came across very rude and arrogant.... I ended the conversation very politely but was very angry that this woman had been tring to start an argument with me, and not willing to hear what the problem was.

 

bottom line is now how do I get out of a contract that's service has obviously deteriorated since i have signed, for both personal and buisness mutible contracts?

[MARTIN3030]

Welcome to the site.

Hopefully someone will be along to answer.

[locutus]

Hmm I think we were expecting Orange to reply to this, but I guess not!

 

Try writing to them and explaining the situation to:

 

ORANGE PERSONAL COMMUNICATIONS SERVICES LIMITED

ST JAMES COURT

GREAT PARK ROAD ALMONDSBURY PARK

BRADLEY STOKE BRISTOL

BS32 4QJ

 

Also, the Orange and T-Mobile networks are mearging... If anyone in your work is on T-Mobile see if they get service. If they do, (I know it's only a little cold comfort) when their services are fully merged you should get your signal restored.

[buzby]

Do do this you need to undertake some detective work. Firstly, no network guarantees you any coverage at a set location, so if you go to an area with no coverage, you cannot use this as an excuse to terminate your contract. The wrinkle is if there has been good coverage before, and due to re-engineering wors previously acceptable service has deteriorated to a level where you cannot use it anymore. This happens when your local base station is relocated or merged - currently T-Mobile and Orange are amalgamating their networks as part of their merger so there is a possibility the site you previously used has been turned off, howver, if there is good T-Mobile coverage, you;ll fund you will soon be able to access this and carry on as before.

 

If there is none, then you need to get them to confirm that your local BTS has been taken out of service, and demand a biull credit until it is restored to full working order. After a few months of this, they usually agree to a no-fault cancellation.