Orange customer service

I have been with Orange since May 1994 but I'm not sure I'll be with them much longer. In the early days their customer services was A++. I don't think they could have been any better. They'd answer the call promptly and greet you by name, and the operator always knew what they were talking about. If they didn't they'd transfer you to someone who did or they'd go and find out then call you back. Yes, that's right: they'd actually offer to call you back and then really do it. Customer service used to be 24-hour too. I even called up at 10:30pm once to report my phone lost and a motorcycle courier arrived at 1am with a replacement (OK, I admit I don't expect THAT sort of service these days from anyone).

What a contrast with Orange's customer services these days. Now you're kept on hold for ages after first going through several layers of machine menus (my "hold" personal best is just short of one hour - and that call only ended because I accidently hung up when I picked up the phone to move it) and if you do get through to someone they often can't help you at all because their computer system is slow or it's down - just like the account management page on their web site (which doesn't look too good for a company claiming to be an ISP). Frequently when you do get through to a human being they're clueless, won't budge a millimetre from the script on their computer screen, or they're hostile.

Most amusing was being asked to hang up and call back later because their system was down. "Can't you hang up?" "No, I can't hang up." Incredible. And when I did call back 25 minutes later I got a snippy computer telling me their office was now closed.

The old adage 'there's no such thing as a free lunch, holds true. Nobody gets free texts, free 'phone calls, a free router, etc, it's a bundled package.

Because of the competition, the components you are provided with, and I'm purposely avoiding the word given, for example the 'live box', software, and so on are the cheapest third rate crap they can get.

Ditch the router and buy a grown up one, such as a Belkin or Netgear, and don't instal the ISP's software, particualry AOhell, as most operating systems have their own, which is far superior, and do the set up and instal manually. It's not difficult, being menu driven, but if you can't, get a professional to help you.

Tom.Alexander@orange.co.uk is the chief at Orange he may be able to help you. If you have a live box don't waste your time though just bin it at the end of your contract and move to a UK based provider. There is nothing Bright at Orange just dullards. Like the last person said check where the call centre is before signing a new contract unless you want more jobs to go abroad. The france Telecom run Orange is not the same as it used to be , time to jump ship me thinks.....

I got ripped of by the Orange sales team , I made a complaint and was told that the sales people always lie as that is there job and they are on comision. I also just had 18th months of hell with my broadband with Orange, it never worked right even after three emails , about 30 phone calls and two letters of complaint. Now decided to pay £14 a month more for UK based support from O2. I will now always phone and ask if a companies call centers are UK based before signing contracts for anthing. Orange do not get the worst reviews in surveys for nothing, they really are s##t.

Bought a phone 17/12/09 over the internet for my sons birthday. After eight phone calls to India and numerous promises of a manager calling me back, still no credit has been added. Went into a store for help and advise, big mistake! Was looked at like a piece of dirt and told to ring cutomer services!

ok so staff struggle to work through blizzard snow because orange dont give a s*** if staff risk it by coming in aslong as there signed in!! they do this then get told there jobs gone, what makes matters worse is that its the data and technical team getting layed of yet on jobsite there advertising this in darlington, money grabbing pieces of ****, there also trying to offer a relocation package to these people to move 300 miles up north for what 13-14 grand a year f****n jokes I hope when the merger happens with t-mobile all orange board get f****d off like theve done to those poor people.. complete c****!

Orange Customer service is one of the worst that I have came across. When you contact them they can't answer simple questions and when they can't answer you they simply hang up on you and blame your reception.

I had a bad time with a Nokia N85 from orange (they don't deserve a capital O) and asked if I could get a different model as a replacement, not a more expensive one, just one that was reliable and worked properly. Their equipment replacement team (ert) said no, (ert is "non customer facing".... how handy) I suggested I start a new 18 month contract with them but still no joy.
I think their i-phone deal has gone to their head. It seems 15 years and up to £2000 per year has no relevance to this once fair company. Customer service has always been polite but ultimately useless. Gone to 02, got a nice new phone that works. I asked orange to terminate my contracts with them on the 19th Nov. 2009 and I am still a customer of theirs, me thinks they are being cun*s now.

I pay 3 orange mobile accounts and unlimited Orange Broadband and an Orange home line, so I regard myself as a customer. My live-box has developed a fault and randomly drops connections, I'm tech savvy, I have a direct line to my PC installed in the last 6 months and checked by an engineer, my PC is hardwired to the box. I've swapped cables changed line filters checked all the live-box leads, checked firmware versions, reset channels, I've swapped to an old Netgear router which also work fine (but doesn't support my orange phone package) Iv'e run software checks via my Windows 7 ultimate installation, the problem is between the live box and the internet. I need a replacement live-box, unfortunately all replacements are personally paid for by whichever Indian call centre employee takes my call, so to date no one will admit that the four year old box is faulty and arrange a replacement. If anyone has any idea how to obtain a replacement please reply. I have never met a large organisation so reluctant to take ownership of customer problems, I presume their premium rate customer service line is such a little gold mine they don't want satisfied customers

bought 2 phones for crimbo with the £10 credit supposedly its now jan and still no credit added phoned 6 times and put through to accounts in india and as they cant understand me ....... why cant they do things in england so we can understand and so can they

I got a orange phone for my son for christmas had a problem with it rang orange customer services had the phone put down on me five times going to get legal advice.

I got a new lg gw520 phone at the end of Oct, and it hasn't worked. When you go to the shop they tell you to phone customer services. When you phone customer services they are so rude. I had 3 diagnostics done on my phone, over 3 different phone calls and when they say my phone is faulty, and tell me that they will send me a replacement, they do not. All they do is lie. After many weeks, im still waiting on a replacement. Complete and utter joke.