I have purchased a new Samsung Galaxy Mini - GT-S5570. As I am already an Orange user and have an online account I thought it would be easy to register onlie. Apparnetly the SIM is registered but they haven't send me a phone numbe so the phone shows no network and no phone number!! It doesn'e even recognise that there is a SIM in the phone!
Can you plese suggest what I can do to get this sorted? I have tried phoning customer support but had no luck. I wanted to contact them via the help section, but I can't seem to get anywhere. Is there an email address for Orange Customer Support?
The new SIM came with a £10 coucher which is now useless!!
I want to make an official complaint. Been an orange customer for years and it's looking like EE will not be taking my custom much longer. Ordered an upgrade from EE over the phone, spoke to an advisor who took all my details and setup an upgrade for a NOTE 3. The following day EE called to say that the phone would be an S4 delivered during a slot. Firstly NOT WHAT I ORDERED! Secondary I have yet to see the delivery up to now, nearly 6pm! Rang to complain they said they would need to pull the call recording, rather than read notes on the system or actually listen to the customer Telling them they got it wrong. Several hours later I called back ( bearing in mind I have worked in call centres and pulled call recordings it does not take hours! Mere minutes seconds even) after calling they have told me to reject the delivery and to re do the process but I will need to wait as the phone is now marked as upgraded. I asked for the correct phone to be delivered and they said they could not guarantee a delivery next day when asked why - they need the old phone back. Long story short I and my family are long time Orange customers but EE can now forget our custom, other providers are giving better deals and much, much better customer service. Loyalty is what kept me, but there is no benefit in it. What say you EE? I will be putting an official complaint to ofgem and EE CS team pending this.
For the past 6-10 months making calls has been difficult.
I have a Samsung Galaxy SIII and I am on Orange.
When I make a call there is no volume, the receiver of the call cannot hear me and I cannot hear them. If I end the call, my signal drops to zero and I have to restart my phone sometimes upto 10 times before I get any sound on calls.
I thought it may be my phone, but my friend who has the new sony xperia and is on Orange has this problem also.
It works for weeks and then all of a sudden it stops working, over the past 5 days I've been unable to make ANY calls or receive them, I've tried using loud speaker, headphones and a bluetooth headset but it doesn't work.
Orange are not interested and insist it's a handset issue. I'm due for upgrade in 3 weeks and really debating moving to another provider so that I can actually use the minutes I pay for!!
Also just signed up for 24 months with Orange for mobile service that I am not getting. This is Farnborough, not half way up a mountain in Scotland, so why is my phone showing "no service" 90% of the time. Also, phoned Orange and all they are willing to do is to sell me an expensive signal booster. Is this a marketing ploy to get more money out of their customers? Nobody at Orange told me that I would need to buy a booster in order to get a mobile phone service from them. It seems to have been worse since EE took over. Anyone else notice this?
This is worse than when I paid nothing for my Orange broadband and got nothing because this time I'm paying for nothing!
Although I have a 24 month contract running, surely Orange is now in breach of this contract and I am therefore free to ditch it.
Question for those who have contacted Trading Standards, were they interested?
My phone has no signal this happened around about 11am this morning.
I have tried logging online my online account this wont let me in also i have rang of a landline number to orange , this number will connect but then when enterering my mobile number the line goes dead then when i ring up again it will not connect.
Please can anyone let me know if orange are having problems?
I want to show my frustration with this stupid orange mobile network and how stupid and rubbish their customer service department is.. I requested a mobile phone unlock on 28th of February as i was traveling abroad and wanted to use my phone abroad... its been more than 20 days and still the phone is not unlocked.... when i contacted the customer service to discuss about this.. 2 of the customer service agents on purpose hung up the phone on me.. and then when i got through the third time the lady on the phone said that your request was not processed as it was not sent to us by the relevant department.
now i am abroad with no phone to use and calling from land lines and other phones which has already costed me overt £300...
Mobile network operator EE has apologised for signal problems that have stopped some of its 27 million customers from using its network.
Some phone owners were not able to make calls, text or use the internet because of a technical fault.
The problem started on Wednesday evening, but was resolved by Thursday morning, according to the company.
"Last night's technical issue that caused a small proportion of our customers to experience problems with their signal has been resolved and all customers are now receiving a normal service," a spokesperson said.
"We apologise for the inconvenience caused to those customers affected."
The company, which also operates under the T Mobile and Orange brands, earlier tweeted that it was aware of "Gremlins in the system".
Some Twitter users expressed their anger at the company's seemingly light-hearted approach to the problem.
Richard Antwi said: "Customer service @EE getting it so wrong with the humour. what is there to laugh about when the service has been down for 2 hours?"
Megan Kelly added: "Must be on at least 6 hours without signal now? Sort it out @EE".
The glitch comes a week after EE was named the best network provider in the UK by consumers.
The report by network analysts RootMetrics found that the major networks provided "hugely varying" levels of service across the UK, with EE winning or tying for first place in every category.
Sky News technology correspondent Tom Cheshire said: "An EE spokesman told me the outage had affected less than 5% of its customers - it seemed to affect subscribers to the network’s flagship 4G plan in particular.
"Some customers are still reporting that their service is out-of-action.
"Every mobile network suffers outages and 4G especially remains a relatively young technology in the UK.
"What customers have been angered by is the network’s slow response in acknowledging the problem, and its ongoing failure to communicate with users properly."
Last year someone upgraded my phone from orange to EE 4G and left me with the charges (approx £500). After 6 hard months of fighting with Orange and EE 4G I managed to sort out the problem and stop the bills. It did however leave a black mark on my credit rating even though it was proven to be fraudulent.
1 year later, I received a call saying my new equipment is about to be despatched. I explained that I never ordered this. Orange have also let this fraudster change my account password more times than i can remember. Do i have a legal right here to terminate my contract even though I have a year left? Its a serious breach of security that has happened to me twice. I don't trust them at all. I have been with Orange for many years and have never had problems until it changed to EE.
I would appreciate your advice and would also love to hear your story if its happened to you to.
Coverage bars are showing on my phone too but I'm unable to make a call since Monday. I suspect they have removed a mast as Orange sent me a signal box which they subsequently couldn't/wouldn't activate it for me.
I have just spent half an hour in the phone (landline) trying to ascertain why My usually poor mobile phone signal has dropped off to No Service despite coverage in my area claiming to be in the three bar region. After half an hour of getting nowhere the helpful lady (who did try) suggested sending me a 'box' allowing me to make mobile phone calls from my mobile in my house! Come on Orange this is not acceptable....what are you doing? Have your staff lost the concept of 'mobile' Incidentally the 'box' that I have with you for my Broadband is dreadful so I would have very little confidence in a second 'box' dependant on the broadband. I have been an Orange customer for many years but the service of late is just awful and I will be switching provider as soon as this contract expires. Any other tips for regaining service? Tried resetting the phone and network settings - anything has to be better than calling customer services again! I dread to think what that hopeless call cost me.
Just put an Orange PAYG sim into my Moto G. I tried to upgrade it to Dolphin after putting £10 on my account as requested but still get the message to upgrade to Dolphin and that I am on the standard account.
I tried to register on the Orange site but they tell me my number is not recognised but the phone is working as it should.
I've a PAYG Orange number and I want to divert it to some other number (foreing preferably). I've tried by dialing *21*number# but Orange didn't proceed my request. Is there any way to make the divertion work in my number?
i am trying to top up my phone by using a voucher, it keeps saying you have issues your end. i have even texted the number and it still wont put credit on my phone. how long will it be before i can top up
Rogue Orange employee created false accounts – but promised refund has never arrived.
An Orange customer from Cardiff discovered Orange/EE was about to deduct £149 from their bank account for a mobile contract which should be around £22 a month.
He went through his bank statements and discovered that Orange had taken £650 from his account. He was told it was a store error and was advised to return to the shop where he set up the contract last March. The store manager explained that a rogue employee had created a number of false contracts and he was promised a refund. This never came.
After weeks of chasing he managed to get back £246, rather than the £650 he was owed. He's been back and forth to the store, spent hours on the phone and been given multiple different excuses, but there's still no refund.
Orange, with glorious insouciance, blames an administrative error and apologises for "any inconvenience". Since the "inconvenience" includes numerous expensive journeys to and from Cardiff, plus many phone calls, the three months free line rental it offers as a goodwill gesture seems a feeble palliative.
However, it has now refunded the monies owed and thrown in a tenner to cover car parking costs.
The Guardian spoke to an Orange customer chased by the bailiffs over a non-existent debt – one of many suffering heavy-handed treatment from mobile phone providers.
Douglas Stannard was shocked when he was contacted by debt collectors demanding money. "I've always paid bills on time," he says. He received a string of letters and feared a black mark on his credit record after being chased by Orange for payment, despite giving a month's notice to end his contract.
The heavy-handed treatment involved a bill for just £18, and when he queried this Orange said it was a mistake.
"But since then I've received a series of letters until I got a final demand threatening legal action," says Stannard, who has written to Orange five times to no response. "I've also spoken to around eight different people but it seems they're determined to squeeze extra money from customers in the hope they'll give up and pay, ruining credit records in the process."
Stannard's is one of a number of complaints from readers having difficulty cancelling their contracts with mobile phone operators and, in particular, Everything Everywhere (EE), Orange and T-Mobile.
Latest figures given to The Observer by telecoms ombudsman CISAS show that complaints about mobile phone companies are rising steeply, while Citizens Advice received a staggering 28,000 complaints about handsets and services last year.
Typical problems include customers finding their provider refuses to release them from their contract despite not receiving a signal in their area and are therefore unable to make or receive calls, let alone use the internet.
Bob Daniel, from Blisworth, Northamptonshire, says he hit "a brick wall" when trying to communicate with Orange, so he made an official complaint. He signed a 24-month phone contract in January 2013. "The signal was OK then, but by the end of October I was getting no coverage in the evening." He complained and was promised calls back that never came. Eventually, he was told by an engineer that some of the operator's masts had been "turned off" in his area following the merger of Orange and T-Mobile to form EE.
"But they refused to let me leave my contract early, offering only a 50% discount after my persistent complaints about them not keeping their side of the deal." He switched to another network, but continued to receive bills referring to Orange's debt collection process. "They also refused to issue a deadlock letter which you need to go to the ombudsman," he says. "Finally, I was able to submit a formal complaint, but this remains at the arbitration stage."
Consumers are getting increasingly fed-up with poor treatment from mobile phone operators, according to consumer group Which? Executive director Richard Lloyd says: "More and more people are tied to fixed term mobile contracts spanning as long as 24 months and can't always leave if there is a problem.
"We want all mobile providers to be transparent about their contracts so consumers know their rights and that they are getting a fair deal."
In Stannard's case, Orange says that he requested a Porting Authorisation Code (PAC code) when he cancelled the contract so he could transfer his number to another operator. However, as the code wasn't used within 30 days, it expired (Stannard says it was never received) and he was moved on to a rolling contract which led to charges racking up. The sum owed has been waived and his credit file rectified, and Orange has apologised for any inconvenience. Despite his problems, Orange says there are no signal issues in his areas and the case remains with the ombudsman.
New smartphone contracts typically run for 24 months, which is a long time if your circumstances change and you can't pay, use your phone, or find your contract is subject to a price increase and cheaper deals are available.
A crackdown by regulator Ofcom on providers raising costs midway through a fixed-term contract without an option to cancel saw O2 change its terms and conditions hours after the new rules came into force, with a clause meaning customers forfeit the right to walk away.
Ofcom said the terms were legal if they were clearly flagged at the point of sale. However, if they are buried in the terms and conditions and you aren't given 30 days' notice of a price hike and the right to exit without penalty, you may want to make an official complaint.
The simplest way to get out of a mobile contract before the end of the agreed term is if you're still within the "cooling-off period" which typically lasts from 7-14 days after your contract begins.
If you want to cancel mid-term, contact your service provider and check its policy. Which? says that if you have a poor mobile signal at home you have rights under the Supply of Goods and Services Act.
If there is no mobile signal in your area and you are constantly losing service, you may be able to terminate the contract for non-performance. However, if it is just inside your house that your phone doesn't work, it's a different situation, as it could be something within that is causing the poor signal.
Gillian Guy, chief executive of Citizens Advice, adds: "You can complain if you think the contract was mis-sold to you on the promise of good coverage."
In some cases your operator may allow you to downgrade your tariff to the cheapest package available for the remainder of your contract term if you are unable to leave your contract.
However, different providers have different policies; for example O2 does not allow downgrades within the first 12 months. Also, check if there are any restrictions if you're getting other free services such as a landline or broadband as these could be affected by a change in your tariff.
so you didn't have to wait 90 days for a booster at least... I'm still waiting for mine and will still try and get one so I can upgrade my phone when I have to.
My theory is this... on 13 Dec someone tripped over a cable and inadvertently unplugged it. Yesterday at 17:00 someone noticed a cable unplugged on the floor and stuffed it back in the available connection slot
Well I like that theory, as it seems to be the only one that makes sense. So far no-one (Blackberry, Orange or BT) seem to acknowledge the existence of UMA, so have no theories at all. I did think I'd solved the problem when my UMA returned mysteriously yesterday evening, logically, that a higher signal meant UMA could disconnect EE/orange and re-connect to UMA. However, the fact you have your UMA back shot that theory down in flames. I think you're right to stick out for your signal boost as thus far, we have all been forced to use only a Blackberry device. With signal boost, you have more choice of handset. Wishing you a continued good luck with your UMA signal, and please keep in touch via this thread to update on y our progress.