Orange reviews

Orange reviews

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A very expensive experience with pay as you go - 10 mins phone time and 2 texts for 20 quid!

I regularly return to the UK and buy a prepay SIM for my phone. This time I used Orange but never again! My original payment was 10 pounds. On my first use I was told I had no credit. The customer service person recredited the money and told me that he'd disabled any potential internet usage by my phone, which may have caused the problem. Subsequently I made 2 x 5 min phone calls and received a text a couple of days later telling me I had 87p credit left. I wasn't impressed but couldn't speak to customer service as I had no phone credits!

Top ups using my orange card in Morrisons or by credit card on the internet were unsuccessful (the orange card wouldn't work and the internet site hung up after I'd entered the details), so I had to use a voucher to add a further 10 pounds. Although I'd been told by Orange that they'd done so, I disabled any internet usage in my phone settings. On the way to visit a friend I texted twice to advise of train delays. Two days later I tried to phone family from the train to advise them of my arrival time and was told I had no "talk time" left.

In the past I have used Virgin and found them reliable and accessible. I used Orange this time after advice from the phone shop that the coverage was better. I have no intention of ever using Orange again. I will stick with Virgin even though the coverage may be compromised in some areas.
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Orange™The worst customer service I have ever experienced.

First of all, let me apologize. The following angry rant is referring to an experience I had with Orange™ France.

I bought a new iPhone at an Orange™ Boutique in Paris last year. Upon payment, the sales person offered me a theft insurance policy. Seeing that I had already had my phone stolen twice, I agreed to the insurance.

A year later I get my phone pickpocketed. My husband reminds me that we have a theft insurance, so I need not worry too much. I am informed at the boutique that my phone was not insured. I have receipts of the insurance. They look at it. The insurance was put on the wrong phone, an old one on the same account. When making the purchase of my new iPhone, the sales person insured another phone under the same account, instead of the phone being purchased at the time. It was clearly a mistake made on the part of Orange.

The sales people at the boutique have admitted their mistake, and inform me that I have to call customer service, their number 3970, to clear it up. This call costs money, but I am put on hold for over 20 minutes on 3 different occasions. They tell me to go back to the boutique that was responsible for the original purchase, only to be told by them again to call the service line, who in turn tell me to return to the boutique, etc. There was a back-and-forth for a few weeks, when nothing got done, only to be told a month later that the theft insurance will not honor my claim.

Throughout my dealings with them, I was treated with indifference at best, but mostly with annoyed uncooperation. One agent hung up on me on the "customer service" line after yelling at me. I am furious at the outcome and the amount of time I wasted on this mistake made by Orange™. I feel totally cheated. They should have a theft insurance policy for the money and time they steal from their customers, but it seems that Orange™ has a very sophisticated system of avoiding valid complaints and ducking out of responsibility.
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Why is this company allowed to trade

I left this company in October 2013 as they're download speeds were the lowest in my area only 8 meg.
When I phoned customer service dep't it didn't matter what I said they jus kept passing me from dep't to dep't. After 4 days I finally thought it had sunk in with EE that we were leaving and they had finally cancelled our contract, Wrong We received a threatening letter today Feb27th warning we had to pay £31.16p by Tuesday or more serious action would be taken.
After reading many reviews from people with similar problems with poor service and incompetent, rude staff why would anyone sign up with this company.
I have visited EE face book site and it is full of the same, unsatisfied customers, being lied to and not being given what they are paying for .Some people do get answered on the site but EE seem very selective on who they answer, Personally I am still waiting.
If you phone up to join this company the phone is answered in seconds but try cancelling, it took me four day's before I thought it was cancelled but it seems it wasn't and now I have this threatening letter
People do yourselves a favour and avoid this company at all cost before it starts to take you for granted just like the does with existing customers.
The star rating for this company has no minus sign so I will rate this company in my blog
I give this company
5 stars for incompetence
5 stars for incompetent customer service
5 stars for not listening to customers
5 stars for the worst service I have ever received from any company

't
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What has Orange become

Having been a loyal customer of orange for almost 20 years I have to say that since their involvement with EE everything has gone to pot.

We keep getting demands for payment and letters stating that we have not paid our bill when we have paid them on time and in full. we have had our phones cut off and refusals for upgrades/additional services. When we call accounts to sort it out they agree that we have paid and that they will put notes on our accounts to that effect but it makes no difference.

My 12 year old son has a pay as you go account in case of emergency. I discovered that after 3 months if you don't use your phone they take all credit away which I can sort of understand but recently after getting the money back and adding credit they took the money back within 4 weeks. My son missed his bus home from school and was left standing in the street, in the rain for 2 hours as he could not contact us. You can imagine how I felt and this is almost a matter of child welfare. 4 weeks without using a phone and they steal my money - about £30 of it.

Awful service and going down the tubes.

Sorry I used to be so loyal to Orange but my patience is running thin.
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Arrogant and dismissive- but here's a way to deal with them!

I will not bore readers with the details of my problem- simply overcharged without any evidence to the contrary despite numerous calls & emails to them.
The solution for me-
Cancel the Direct Debit immediately and before payment is made to settle the bill,
Respond to their reminders with polite requests for clarity over the invoice,
Eventually pay up by credit card before the threats regarding transfer to debt collection agency,
Inform the credit card company that you are disputing the charge as soon as it appears on your statement.
Leave it to the credit card company (as liable as Orange under the 1974 Finance Act to substantiate the debt) to deal with the matter.
Only caveat- the bill has to be over £100 for this statutory protection.
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Orange : Impossible to Resolve Problems

1. Failure to set up new contract despite three calls to 150.
2. Contract cancelled and new one started but then DD set up for original failed connection/contract.
3. Customer Service contacted who say contract will be cancelled.
4. They phoned back two hours later to say contract and number are still valid and debt collection action will be taken against me if I don't return to the shop to cancel.
5. Do not respond or even acknowledge written complaints on their online complaint form. Used twice without response.
6. They terminate calls if they can't resolve your problem.

Unbelievably bad service.
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Incompatent imbeciles!!

I have been a loyal customer, always paid my bills on time and in full, when losing my job i asked for help to lower my contract bill, they said as i was a loyal customer they would be able to do that for me. When checking my bill i saw they were still charging me quite a high amount, when confronting Orange they told me they could not lower it and could do nothing else to help me... Even sfter saying they would, they had no sympathy after i told them i was struggling for money for me and my daughter survive, they still wanted to grab any money i had to pay for a phone i was not using as i couldnt afford to use!
They were so rude, it just upset me how they did not care for their customer! when my contract was finally up, i thought i was free but what they did not tell me was i had to ring and give them thirty days notice to canel my contract.... Just another way of scaming more money from good honest people.... I think they are thieves!!!
I gave them a 30 day notice as requested and i was told it would be cancelled and i would not have to pay them another penny after the cancelation date, when ringing to check this as i did not have a cencellation note, i was told i had another bill for the rest of the month, i argued this matter and finally got closure that my contract is finally ending, if i had not rung to check the matter i would still be paying them money for a contract that ended over a month ago.... All they want to do is steal your money!
I find their way of dealing with problems abismol, i will NEVER give Orange my custom EVER again and i will do my best to warn any ofther victims thinking of starting a contract with the daylight robbers!!!!
I have started a very low contract with O2 and all i can say is they have bent over backwards to help me and they have sympathised with my sitchuation and they have also given me the best contract deal..... and if i have any problems in the future they will do anything to help me.... Unlike Orange!!!

Oh i nearly forgot to mention how bad the signal was with Orange, i could never use my phone, only if i had it connected to wifi, with O2 i have amazing signal everywhere i go... Another reason NOT to use Orange!!

WARNING NEVER USE ORANGE!!!
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Orange = 0 customer service

7 weeks to change a contract, nearly 3 hours on the phone, still not sorted, still no PAC and shouted at by rude assistant simply for asking the question ''Why?" This is disgusting and just the latest in a string of issues. The only reason we are still with them is no other service has coverage in our area. My advice, if you have any choice steer clear of these cowboys
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Avoid these rogues, save your sanity and take your loyalty elsewhere.

I agree with those of you that have experienced degrading service from these bandits, who in my opinion are as rotten as hell and should be banned from operating in the UK. Though I have been with Orange since 2006, it would seem the company now lacks integrity, on a rapid downward spiral as it now consistently hires customer-loathing people in the world (the most inept individuals you could find that also have never heard of the world empathy) to manage their public gateway, and treats its long suffering customers with no respect. Pardon any superfluous, I am a seasoned traveller so will not succumb to errors of the genesis ( I know how to apply my phone settings whenever I leave the UK on trips abroad). Despite buying two correct bundles for my vacation in North America and using Wifi for the greater part of my duration of 7 days, I still got landed with a £1,300 bill including £70 cost of bundles that were not even applied. These jokers also managed to delete the text message that confirmed my data usage as soon as soon as I referred to the text which was going to be my evidence to support my within data usage limit All I get are threats to pay up on the huge bill which no one in Orange can explain or wishes to discuss. By the way, though I have paid for the current period, they have also restricted my access to the disputed bill now so even more evident that these bullies know what they are doing. What is really strange is that the bill is obviously wrong on this occasion, seeming nothing has changed as per vacation destination and usage-wise so not sure why these thieves can't review the bill and admit their error. The good thing is that I have evidence of all the credit notes applied to each of the erroneous bills sent to me in the past. Trying to resolve this issue since January has been a joke and Chief Executive has read but chosen to ignore the email sent to him... (Now you understand why its CustomerService Desk sucks). Needless to say, I have requested for my PAC and I shall be raising counter claims to the county court with respect of this fake unexplainable bill. Perhaps, they would be able to explain to the judge instead and who hopefully would ask these rogues about their knowledge and understanding of Sales &Supply of Goods Act and Wednesbury's reasonableness. I am definitely not giving up the fight without reporting to these bandits to OFCOM!
Correction- Star rating should be nil.
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ORANGE HAS RUN OUT OF JUICE FOR ME

I have been with orange for a few years now and I have only stayed with them because of the orange Wednesdays but even that has lost its appeal. I find I have a lot of connection issues, it is always dropping the Internet, and today when I was trying to get hold of my daughters school I couldnt get a signal, to be honest im sick of getting the sign which means no signal!. I am done with this company but unfortunately I still have over a year to put up with it
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Appalling.

Worst customer service EVER experienced. Something ALWAYS goes wrong when trying to make an inquiry over the phone. I have been a client for over 7 years and in 99.9% of cases the service was just horrible.

Ordered a phone about two weeks ago that ended up arriving to my old address even though I have updated my details long time ago, and received post and packages from Orange on my new address. Was calling about the issue today and had to go to the start menu twice, because they hung up on me after telling they will re-direct me to the correct department. After half an hour I was finally abl+e to get through to the right person, who said that he will get back to me after finding out what the problem was. And you think he did? ORANGE NEVER CALLS BACK, EVER IN THE HISTORY OF FOREVER.

A few years ago my mom changed her contract and Orange forgot to close the previous one. She was running two contracts. We phoned them up 100 times, asking to change the details online. Orange was always apologizing, saying that they will change it straight away and never did. They also re-directed her to several departments that were of no help what so ever. Do they even know what department deals with which inquiries? Looks like the answer is NO.
So my mom just stopped paying for her previous contract. And what do you know, we started receiving letters that she is overdue on her payment, and they will take legal actions if she won't pay the money. Ridiculous! We even went to the main branch in our town to look for the supervisor. Like how long does it take to update the records??? Apparently years - because we managed to sort the situation after 1.5 years! Of course, got the money back too. I would dare them not to return our money!

I can't believe Orange has done nothing about the horrible Customer Service they have. You would have thought they would take action. But it's ORANGE we are talking here about!
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Terrible and inconsistent service from Orange

I just wanted to add my voice here. Orange is one of the worst companies I've dealt with. I'd describe the details, but what's the point with so many bad reviews!
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Appaling

My wifes father died at the weekend and she had to fly to Spain for the funeral.
When she got there she discovered she could not use her phone. She called me on her brothers phone and asked me to make sure the bill was paid.
I went on-line and could see that a bill was due in a couple of days but decided to pay it anyway. That was when I realised that I was unable to access her full account which also meant payment options. Her account was showing as restricted but there was no explanation as to why.
I decided to call and find out only to be met with an infuriating automated service which leads around in circles. Orange and EE now only have call centres open till ten o’clock at night so as this was after that time I would have to try and pay with the automated service. HA! The service was not working and so I had to wait until the next day to complete what should be a very simple task. (This is the 21st century isn’t it?).
My wife still has no service so I get back on and try to upgrade her account to get full access this still does not work so I finally get through the automated maze to a real person and I ask him why do they restrict access to accounts after trying to avoid the question numerous times his simple answer is “security”.
Do Orange gain anything in making it difficult to pay? Shouldn’t they want to make it easier for people to pay?
So unlike every other form of account in the world, Orange, EE and their subsidiaries deem us unable to deal with our own affairs without their express permission.
So when she needed her phone the most she has been so utterly let down by Orange.
So let’s recap
1. Spotty service with an unusual amount of calls being dropped
2. No full access to your account
3. Terrible automated service
4. Terrible customer service
5. Difficulty in paying
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Zero stars

Have been an orange customer for 15 years and until recently they were so so - just not bad enough to pack up and leave. Recently my experiences with them have been the worst company I have dealt with for many years.
* website not working ('temp out of service' page after login to view upgrade options) - 4 times now over 2 weeks
* Decreasing coverage in my area to the point where I rarely get reception. 3 Years ago I usually had at least 2 bars
* Appalling (really APPALLING) customer service when you phone in. Get the impression they are tought not to give a crap about customers (newcastle accent - maybe this is their customer service centre?). This is when I really did call with genuine and non abrasive questions about my online experience and how to upgrade.

I have 3 phones with Orange and now will be moving on as each contract expires. Not that they'll care in the slightest.
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Charlatans!

Sneaky, awful customer service! I took out a one month contract for mobile broadband and made it clear that it was just a stop gap whilst waiting for Sky to be installed - so definitely only wanted it for one month. At no time was it mentioned that it was a rolling contract but have just found out that after using the service for the intended first month (and not thereafter), I have been charged for this every month since for the last 12 months!! Of course it will be buried in terms and conditions somewhere but surely that was a key enough fact to make me aware when purchasing? Especially after explaining why and how I was using the service. And nobody has time to spend their lives reading small print, hence why they have to be fair and reasonable, or the key points notified to customers.
Absolutely disgraceful.
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worst company I ever dealt with in my life

I spent a lot of money topping up my new Orange PAYG and later learned that credit was never allocated to my account. Tried very hard through website to figure out what was happening. Impossible. They are not interested in helping you, just selling stuff. Eventually, after lots of time and searching, found a phone number to ring. A message tells you to visit the website!!!!!!
Decided I'm NOT going to give up on this, lots of searching and time wasting, found a number where you can get to speak to a real? person. None of the press 1 for this etc was relevant, went round in circles, made a best guess. They told me it was the wrong department. What a surprise!! They eventually put me through to another number and they just hung up on me!! So, I put a lot of money into my PAYG and got NOTHING IN RETURN (FRAUD?), wasted a LOT of time tring to get help. Time wasted!! Moved to 3 mobile - MUCH better. DON'T WASTE YOUR TIME AND MONEY WITH THESE CROOKS. Don't deserve even one star.
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This company has another company who ring up loyal customers trying to sell us stuff for a cheaper rate and won't take NO for an answer!!!!!!!

There awful. Very unprofessional. Also orange/ee can't even get signal between the 2 heads. For the past 3 days I've had showing full signal and all texts failing to spend ? This is a fault at your end. This needs sorting because I'm going to 02 if it carrys on your awful. !
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Committed to awful customer service

Orange has very nice ads and say they are committed to excellent customer service.
Do not be fooled by this. They fail on the most basic aspects of customer service.
I have tried to reach them to solve a simple issue for 6 months and apart from generally unacceptable long wait to get through to them, when they answer and promise to call back they don't. Very frustrating
Time for them to spend less on advertisement and focus on customer service.
Avoid this company unless you can cope with a lot of frustration.
Orange is the telecom company in the UK with most complaints to Ofcom.
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ORANGE WEDNESDAY A SHAMBLES!

For the second week running - I waited all evening for an Orange Wednesday code. Finally got it at 11pm when the movie was over. I'll be changing my provider.
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dont even deserve 1 star

useless company, useless to get intouch with, useless sales people on the phone, every single person you speak to from orange tells you something different when asking a question about a bill or anything, there useless. about time they employed people who know what there talking about. Slow and useless

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www.orange.co.uk Details

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Mobile phones, mobile broadband and home broadband in the Orange Shop. Plus the latest news, entertainment, sport and lifestyle content from Orange

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Internet Provider

Mobile Broadband

Cell Phone

Cellular Network Provider

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