Our family has been Orange customer for many years now. We currently have four contracts, two pay as you go and until we recently moved the second home line and broadband. Getting the second line put in was an absolute nightmare and I had to make many frustrating calls, nothing it seems is straight forward and easy with Orange. Eventually it was sorted and whilst it runs ok it works well but if you have a problem with anything with Orange it is usually very hard work to get it sorted.
My mobile phone which I had with them was faulty so after a couple of months they replaced it with (despite my protests) the same model which I knew having researched it would go faulty after a couple of months again. It did. Only after the 2nd one had gone faulty I was told my initial 6 months of my contract was up so I would now have to pay them £75 for a replacement phone (which yet again would be the same model)! As you can imagine I told them not to bother and went out and bought another phone!
The latest problem is that my husband telephoned to cancel our home phone line and broadband on 11th September as we were moving, despite having spoken to them in the past and them noting on the account that they could also speak to my husband they were unable to talk to him but had to talk to me! I explained that we wished to cancel the deal as we were moving on 27th and would like the line disconnected on this date. I was informed that this was 16 days and they had to do 14 days so to ring back in two days time. I really couldn't face another phone call with Orange so said no I wouldn't do that to cancel it from 11th so we would be without a phone for a couple of days. I was told we would be disconnected on Saturday 25th. It is now 8th October and I find that they did not disconnect us they just started charging us for all calls from 25th and the phone calls of the new ocupiers of our old home! I contacted Orange by email to explain the situation (as we have no home phone still yet at our new house) and was told I needed to ring the customer services to cancel the services! I contacted them again by email saying as stated in my first email I had done this on 11th to which I received another reply saying
Quote:
Thanks for your recent email.
On 11 September 2010, we received a call from you regarding the
cancellation of your account. However, as your account wasn't cancelled
during this call, your account has remained open.
As previously advised, we're unable to accept cancellation requests via
email and therefore, you need to contact our customer support team on
0844 8738586 where one of our agents will be able to assist you. Calls
to this 0844 number are charged at 5p a minute from a BT landline,
Orange Home Phone or your second phone line (if you have one). Calls
from mobiles and some other networks may cost more. Calls may be
recorded for quality assurance purposes.
Thanks for your custom and for taking the time to email us.
Kind Regards
Nichola
Broadband Support
I have replied to say that I can not ring as I have no phone line and the Orange reception in the vacinity of my new home is non existent! I have also asked why the account wasn't cancelled after we had had a lengthy disccussion about not waiting two more days and it had been confirmed to me that the line would be disconnected on 25th - it is also amazing that from that date calls that would previously have been free have been charged! I also informed them that I could no longer deal with their incompetence so thereby giving them notice that I wished to cancel all 4 of our contracts and would be cancelling the direct debit!
I am just so fed up with their incompetency and the fact that they do not seem to care that we as a family spend over £1,000 a year with their company. There is no customer care, not to our accounts anyway.
Whilst complaining has anybody else noticed that loss in signal over the last few months also. I know other friends have been suffering too and it is not just within the immediate area. Is this widespread or just in South Norfolk/Suffolk area?
UPDATE - SCREAMMMMM! Unbelieveable. Despite numerous emails backwards and forward where I keep telling them I have no landline yet and no mobile reception she keeps saying she has tried ringing my mobile but got no answer and could I give her my landline! They just don't listen to what you say! She also says that the account will remain active until I ring to cancel it! BUT I ALREADY HAVE ON 11TH SEPTMBER! It is not my fault that their records show my call going to the Cancellations department but there is no record of it actually being cancelled! I have now told them we have stopped all dd to them and will no longer use our 4 Orange mobiles but I fear this is not over yet. How demoralising and upsetting. You just can't believe that there is such a bad company out there and that ironically they are a communications company - but they don't listen!
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As you can imagine I told them not to bother and went out and bought another phone!
