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Appalling Orange Customer Care & Want Options

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Hi Caggers,

 

This is more of a cry for help than anything else as I really do feel that Orange have become a complete joke and have completely abandoned any notion of customer care...

 

My handset has been experiencing extremely slow data network speeds for two months now and so far Orange have failed to resolve the problem

- I would argue that they have not really been that bothered to be honest but that's just my opinion based on the service received so far.

 

 

the data speeds when using the 3G or HSDPA network varies from 0.01MB to 0.05MB constantly.

 

The data speed is the same using my own handset (this Orange replaced under their care system) as well as my own iPhone 5 and my sons Samsung Ace..

..All three handsets experience the same data speed problem and have had the same speed test app installed to actually monitor the data speed.

 

My display now shows EE however it was originally connected to Orange 8 months ago.

 

The wife was on T-Mobile however she has been migrated over to the EE network a

nd when she tried to run a speed test on 3 different phones the test app shows that her data speeds are constantly around 6 - 7 MB

which is just a massive difference to mine and is actually usable.

 

Orange have initially tried to blame the handsets, then the SIM card and in fact they have tried to blame everything other than the network.

 

My number was originally ported from O2 and I am convinced that the fault lies in the way my number is being routed however they will not investigate that.

 

I have asked to be put through to a team leader in line with their complaints policy and been refused twice due to them being "busy", on another occasion I was transferred

- placed on hold for 20 minute and then cut off..

 

.My next port of call was to email their customer service email address again in line with their complaints policy to which an automatic reply comes back

telling me that they are upgrading their email policy and my email will not be responded too.

 

Finally I even tried emailing both Olaf Swantee and the Executive Office with details of my issues, history etc.

however its now been 4 days and so far I have not even received any form of acknowledgement.

 

Obviously we live in a world dominated by social networking so I have tried repeated to contact Orange via twitter and again my tweets go unanswered....

 

Today was really the icing on the cake and something that has just got my seriously wound up that I am actually trembling as I type this.

 

Just put on one final call to the faults team and after being on hold for 30 minutes my call was finally taken by someone in their faults department.

 

I explained my issues and said that I felt that there was a breach of contract on Oranges half for failing to provide a service

- the advisor then said that "I hear people beat on about that all the time and good luck to you if you try and cancel then Orange will just send a dept. collector to knock of my door"

 

I felt that this was very confrontational and hardly an advert for their excellent customer service as that statement would imply that complaints are not a one off

- I explained what I have done to try and eliminate the handset as being faulty and the advisor starts to talk down to me practically accusing me of not knowing what I was talking about.....

 

Its at this point that I will admit that I was in the wrong as I did erupt and advised him not to talk to me like a piece of "crap"

to which he said that I was given my first warning for swearing.

 

I then said that I wanted to be put though to retentions and be refused, told me to redial - have a nice day, nice life and put the phone down......

 

Sorry that this post has gone on but I just wanted to type as much as possible with the view of giving the complete picture away....

 

So that's there I am now - being honest I feel like I couldn't care less what Orange now to do my credit file and feel like telling them swing for the direct debit....

 

what else can I do ? I have followed all procedures and gotten nothing....

 

HELP! Please!:mad2:

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The guy at Orange should look in a dictionary. Although I do sympathize with call centre operatives who are sworn at, some of them encourage it by their attitude. They then use the "warnings" of a way of controlling the conversation.

 

Have you tried swapping the sim with your wife's phone - if it's the number or sim then the effect should go with it. If it's the phone then yours will still be bad.

 

Have you tried going into one of the shiny EE shops and asking what is wrong with the phone / routing / sim?

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Hi

 

I have even has a new SIM card and that has not made any difference - I feel that I have eliminated the phone & sim leaving the network as the only other thing :-(

 

God it's doing my head in..

 

 

The guy at Orange should look in a dictionary. Although I do sympathize with call centre operatives who are sworn at, some of them encourage it by their attitude. They then use the "warnings" of a way of controlling the conversation.

 

Have you tried swapping the sim with your wife's phone - if it's the number or sim then the effect should go with it. If it's the phone then yours will still be bad.

 

Have you tried going into one of the shiny EE shops and asking what is wrong with the phone / routing / sim?

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do the sim swap with your wife's phone to rule out the phone. That only leaves the network ... It will put you in a much better position.

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tried that - the service behaves the same with the wife's phone using my sim , my data service is the same when my sim is in her phone.

 

I have told Orange this but they just wont listen....

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Does your wife's sim work on in your phone?

 

Maybe they want to avoid doing anything - perhaps rebranding has cost a lot & they don't have any cash left to support their customers.

 

I would try executive office email or their md. Alternatively write describing the fault, that you have had a replacement sim, tried the sim in another phone & get the same result, but another sim in your phone works perfectly in the same location so it is their apparatus at fault.

Then briefly list the contact that you have had with them, how they gave you the run-around & wouldn't listen.

Then tell them what you want.

I would suggest:

1. a refund for the months that you have had limited service

2 for them to honour the contract by resolving the issues by or the contract to be terminated at no cost to yourself

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I think that that covers all bases. I would itemise that as fault-finding and escalate to their executive office or md

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