My Orange Home Phone service switches over from BT today. I love the price of my Home Max package but, and I think this is a consensus, the customer service leaves a lot to be desired.
There seems to be a lack of information and/or user guides to the Home Phone service, does anyone have any links or documents because I only know my Home Phone is going to Orange because BT sent me a letter to say goodbye... nothing from Orange.
So I'm in the dark about how, when and what format I receive my bills, how to use and change the settings of services such as 1571, caller ID, withheld number, call forwarding. (or will all this appear in my member centre?)
When I emailed Orange to ask them, they sent me a link to the very basic info/promotional sales page that told me the price and a link to a PDF of call charges... not overly helpful. When I told them this, they suggested a write a letter (YES, you read that correctly, write a letter!) to the Orange Home Phone department! Classic.
The letter BT send saying goodbye should have a date on of when the home phone should be coming on with Orange, the second BT release the link is the second Orange takes over.
Orange does not know the date of change over untill the last few minutes, they advise that the customer gets intouch with BT to find this out as BT will not tell Orange the change over date due to thier DPA procedures, Orange is not a customer of BT but the actual customer is the customer of BT (might look confusing the way i have worded it, sorry).
As far as im aware ( i maybe wrong ) you can view your itemised bills online from the member centre, this is definitly true for the second line im still not 100% sure about home phone but i dont see any reason why you should not be able to.
Any service you had with BT also should get carried over and honoured with Orange aswell, services like 1571, caller id ( i think thats free with Orange anyway) etc for 6 months, reason being is Orange do not have a final pricing for these services just yet ( i maybe wrong again, sorry if i am )
It might be a good idea to ring the home phone department instead of sending a letter
0870 010 2462
if your home phone is active then ring on evening (cheap) or weekend(cheaper) as calls to national rate numbers are cheap and cheaper.
Listen for the option to speak to home phone and get any queries resolved from there, they are based in belfast so its a relief from speaking to broadband tech which are based in india (not trying to be offensive, its just the language, accent barrier thats the problem (sometimes there is incompetency))
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