Dear all,
I’ve been on a Broadband Unlimited package for the past 18 months and everything went smoothly until two weeks ago.
From 31 January to today, I have made at least 10 international calls using the Talk service but none of those calls appears on the online statement in the members centre. The only calls that appear on my statement in February are those made to the Orange Customer Service: I call them five times in nine days and nobody seems to have a clue on how to solve the problem. Today I called the customer support people who referred me to the technical support people who... referred me back to the customer support people. I have been 50 minutes on the phone for nothing, it’s incredibly frustrating!
One of the customer service chaps told me that I must have made the calls from my landline; another told me that since only another person had complained before about this problem, there was no need for them to investigate! He also said that the only thing to do was to call my phone provider and ask them whether they had charged me for those international calls.
I am sure I made all of those calls using my second line and not my landline: I’ve always heard the beeps before calling, my landline was not engaged at the time and the phone light on the livebox was flashing while I was making those calls. As I said before, the weird thing is that all the calls to the customer service made from the second line are on the statement while the international calls are not.
Did any of you experience the same problem and, if so, can you tell me how you solved it? Any suggestions are welcome.
Many thanks,
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your contact details and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
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