EE Reviews 1,028

I cancelled my contract few months ago. After I discovered my phone has been locked to Orange I requested to unlock my phone and Orange promised this will be done within 10 working days. Two weeks had gone and my phone was still not unlocked therefore I decided to contact Orange again. I was constantly put on hold so that they could check my details. I remember being on hold for over 30 minutes when I decided to end call and make a new call. Again Orange wanted to put me on hold. I requested to speak to a supervisor however I was told there isn't one available and then decided to hang up on me. Orange refused to help me and told me to keep waiting. I was losing my patience as I have already been waiting for 3 weeks. They were passing me from one department to another. I spend almost 2 and half hours on the phone. They hang up on me 3 times altogether refusing to deal with my enquiry. Luckily my phone has been unlocked after almost a month and I am happy to be with a different provider and will never go back to them. Absolutely terrible service

I cancelled my contract with Orange who then issued me with two further mobile phone bills to the phone which was cancelled so obviously did not receive them. They then put two missed payments on my credit file! I called them, they stated there had been an error and they would remove them. They gave me an email address which just keeps getting returned. I have called them four times but still the missed payments have not been removed from my file. Their service is appalling and I will be seeking assistance from the ombudsman.

Whilst trying to discuss why my internet was so low with an off shore representative he spent hours trying to figure out if my PC was connected and wasn't quite sure what a line test was or how to tell me the informetion from it. Very dissatisfied didn't get any answers and am probably going back to sky ASAP.

Cancelled contract 2 months ago. Was going to go PAYG. Now say haven't cancelled as have not registered the sim, quite hard as no sim received. Believe they should have cancelled the contract anyway or at least contacted me to check why sim not registered. Bad Service.

1 STAR IS TOO GENEROUS FOR THIS COWBOY COMPANY. I AM TOTALLY FUMING WITH ORANGE AND WOULD ADVICE ANYONE TO KEEP AWAY AT ALL COSTS.

TO START WITH THE MAJORITY OF THEIR CUSTOMER SERVICE AGENTS ARE BASED OVERSEAS AND DO NOT SPEAK CLEAR ENGLISH. HOW IS THAT OFFERING THE BEST CUSTOMER SERVICE THEY SUPPOSEDLY PRIDE THEMSELVES TO HAVE?

THEY CHARGED ME £94.00 THIS MONTH. I HAVE BEEN WITH THEM 30 MONTHS AND MY BILLS HAVE ALWAYS BEEN £8.31. THEY CLAIM I HAVE GONE OVER MY USAGE BY 233 MINUTES AND THEIR 30P PLUS VAT CHARGE IS FAIR AND JUSTIFIED. ALL THEY DID WAS TO TRY TO TALK ME INTO ANOTHER CONTRACT WITH THEM FOR 2000 MINUTES A MONTH WHEN THIS MONTH I HAVE ONLY USED 200 MINUTES AND MUST HAVE DONE SO EVERY OTHER MONTH APART FROM LAST MONTH WHERE I SUPPOSEDLY WENT OVER BY 233 MINUTES.

THEY TRIED TO USE IT AS AN EXCUSE TO GET MORE MONEY FROM ME. ALL I NEED IS A SERVICE THAT CAN OFFER CAPS ON USAGE THEN IF IT IS THE CASE I GO OVER MY USAGE ONCE IN 3 YEARS TO PREVENT THIS SORT OF THIS HAPPENING. WE ARE ALL HUMAN AND THERE WILL BE TIMES WHEN WE LOOSE TRACK OF TIME AND DO NOT CHECK USAGE. ORANGE REFUSE TO CAP BILLS BECAUSE THEY WANT AS MUCH MONEY AS POSSIBLE AND PRAY ON THIS SORT OF ONE OF THING HAPPENING.

I HAVE MOVED TO TESCO MOBILE ON A CHEAPER CONTRACT AND FOR ROUGHLY THE SAME NUMBER OF MINUTES WITH A CAP ON MY USAGE. PLUS I GET A FREE MOBILE AND CLUBCARD POINTS TO. OVER THE TWO YEARS WITH THEM AND THE SALE OF MY NEW PHONE I WILL RE-COUP THE £86.00 I HAVE BEEN OVERCHARGED BY ORANGE.

MY ADVISE WOULD BE TO STEAR CLEAR OF ORANGE AND I WILL NEVER LOOK BACK OR CONDIDER USING THEM, THEIR SISTER COMPANY T-MOBILE OR EE EVER AGAIN.

Shocking/non-existing customer service. Will suck you dry. Will charge you twice whenever they can.
I gave them a notice that I'm leaving the contract. The notice was acknowledged but later not honoured.
Long queues if you call them.
Glad I'm finally moving mobile phone to another company.

Stay clear of orange they are rip offs lost $10 in one day on my mobile, i made 5 sms no calls, no internet usage, went back to the store was abused, yelled at and threatened by the staff, for asking for an explanation and then the incompetent girl wanted me topay her another $5 euors to ring orange for me to get an explanation as she was too dumb to knowmthe answers and refused to look up my account. I have never had an experience like this before, have had mobile accounts eith many different providers in all parts of thw world and this company is unbelievably incompetent and so are there staff, this all happened in spain so o different here STAY AWAy go to vodafone.

mis-sold a phone to area with abysmal coverage.

Kept charging me after a wrote to them.

Deny ever receiving my letters.

Their solicitors refused to pursue the claim against me, afetr learning the facts ... so they sol the 'debt' to another firm!

This si 3.5 years of agro and still ne compensation.

Today they offered to settle for another £90 from me, for a service that has never worked! They already stole about £150.

NEVER ENTER A CONTRACT

NEVER BELIEVE WHAT THEY SAY.

IF THEY DON'T CONFIRM EVERYTHING THEY PROMISED BY LETTER OR EMAIL ... THEY WERE LYING

payg seems the only option with such corrupt corporations. Beware future name changes by this company

I bought a Motorola Moto X 2013 edition at Orange around a year ago.

The phone then developed a crack on the back. I found out this was due to a construction error, and wrote to Orange.
They promised to fix this free of charge.
I sent the phone to them, and 3 days after they write me, demanding 100 pounds to fix it...
Ok, i sort that out, and they agree to fix it, since i had in writing that they promised it.

I then recieve a phone from them back as a replacement. This phone turns out to have a defective microphone.

3 months later now, the phone have been sent back to them 3 times now, and they just replace the main board instead of the microphone EVERY time.
Now its in my hands again, and people cant hear what im saying...
So now, i give up..
You win Orange. I will go buy another phone, from another company.
So here is my pay back, you mess of a company.

Nobody should do any business there, as aparently they dont have the brains to even test audio quality of a phone before returning it, 3 times in a row. WOW..................

.

Couldn't believe the customer service I received when I phoned up for my PUK # for a pay as go sim. As I explained I damaged my sim and required my number fur contact purposes. Unfortunately the sim wasn't in my name but had proof its been mine for over 2 years via debit top up not to mention the latest top up which I lost. Not only did they hang up, direct and put me on hold for 20 min they were extremely rude where I made a point of being polite as possible. After an hour and 6 reps later they agreed to call back next day which I'm still waiting for a week ago. Their whole outlook was disgusting.

Dear customers if you are not aware be warned because orange and EE are the same when you have existing contract that will soon end they attract with different deals which everyone is blind to .Orange/EE network is the poorest and their broadband is very poor don't go to them they take your money and over charge you with no reason they are thieves.
Be warned don't use their network
Don't fall into their trap like many others

Can't understand the people I spoke to in the many different departments I was passed on to before I was finally put through to the right department. Yes 30 minutes later!
appalling service - stay clear of Orange!

Called Orange email tech line as my email suddenly stopped working.
I got all the way through the many layers of number choices and got cut off twice. Eventually spoke to somebody who said she fixed the problem and I would have access in 30 minutes. That was 2 days ago.
Today I got straight through .... hurrah !! NO , the system was down , ring back in 4 hours. Useless.

I have been a customer with orange for around 6 years now, orange is by far the worst network provider I have ever come across.

Back in October 2014 I requested a signal box as my signal was shocking and I was unable to make or receive calls without my phone cutting off. Orange said they would send me a signal box free of charge because I was a loyal customer -

I moved house in December 2014. The signal was even worse, absolutely no bars and my phone wouldn't even ring - it would go straight to my voicemail if somebody tried to call me.

In January I decided to change network providers and so I requested my PAC code from orange. I was passed around to 3 different people, I seemed to be ignored each time I asked the simple question 'could I have my pac code please? ' I was given the pac code and also received a text message containing it.
I was told it would be £99.17 to leave orange and that it would automatically appear on my account but I was told that I had until the 15th Feb to pay that amount.

I had numerous texts and calls about my account being overdue, even though I hadn't actually used the PAC code. (it lasts for 30 days)

I decided against using the PAC code to see if my orange signal would improve. Big mistake!!!

I rung up to pay my bill at the start of feb and to say that I had decided to stay with orange ... I was told that the £99.17 would be credited when my next bill is generated on 17th Feb as the PAC code hadn't been used.

I chased orange 4 times alone in Feb to see if it had been credited. It hadn't!!!! I was told it would be credited by the saturday (5 days later) On the saturday there was still no credit. So I chased yet again to be told ANOTHER date it would be credited by!!

At this point I was receiving text messages to say that my account was overdue and that I needed to pay immediately!!! I rung 4th March to pay my months bill.
The £99.17 was STILL showing and I angrily asked why after all the false promises.
I was told that by paying my bill it would clear up the £99.17. What!!! Why wasn't I told this before????

I explained that my signal was shocking (after having to ask them to call me back on my land line) I was put through to another department and told that a signal box would be sent out.

I was told that because of the inconvenience of never receiving it after requesting one back in October that a £50 credit would be applied onto my account.
I received the signal box within 5 days.

Today I received the following text message :
Hi from Orange, your Orange bill is due for payment immediately and failure to do so will result in suspension of your service. To make payment or to speak to an advisor call 07973100178.


I rung orange regarding this text message as my bill wasn't generated until the 17th March so why am I expected to pay it now, a week later!!!
I explained that a £50 credit should be on my account so in actual fact I have no bill to pay.

Orange said that £36 was outstanding for this months bill, the £99.17 had been refunded as 2 different payments so that was a mess on my account and the £50 credit I was promised for inconvenience hadn't been credited - after explaining the whole situation and being on hold 3 times during a 40 minute conversation I have been told that I will receive the credit on my account and that they will call me on Friday - which I highly doubt.

I am due for an early upgrade on 31st March but I am now waiting until May until my contract ends and to gladly leave orange.

Communication between staff is shocking and Customer service is shocking!!!
You can barely understand them and the amount of times you are passed from pillar to post is disgusting. You spend more time on hold than actually talking to them about your issues.

I have been with Orange for the past 15 years or so, not because I'm complacent, but because they always found me a great deal, and when things did go wrong always got things sorted politely and quickly, UNTIL NOW!!! About two weeks ago my HTC one mini stared to loose charge after only a few hours, so after a few days I rang Orange/EE to try and get things sorted. After about a hour on the phone I was told the phone and possibly the cable were both faulty and they would send me a replacement. I was asked if I would accept a new HTC one mini 2 so said yes. On the Sunday morning I had problems trying to back up all my data so rang Orange again. An hour or so passed and they were unable to help so was told the only thing I could do was refuse the delivery on Sunday and ring back during the week so that the technical team could try and help me. Unfortunately early Morning I was taken ill (I have a life ling medical complex medical condition) and ended up in hospital. Not having a working mobile left me very stressed and in hospital for longer than necessary. On Wednesday, when I had recuperated I rang Orange again and finally managed to get my data backed up. Again I explained my faulty cable and the fact that my SIM card was stuck in my devise. I was told not to worry as my new mobile would have a new different sized SIM and a new cable. I arranged my delivery for the Thursday evening. However, when my 'new' phone arrived, it was not a new HTC one mini 2 but reconditioned HTC one mini. I rang Orange disgusted and was kept on hold whilst they tried to sort it out, essentially being made to feel like a liar about being offered the HTC one mini 2. Any way to cut a long story short, having spent a total of over 7 hours on the phone to Orange in just over a week, I am no further forward. I have been lied to as was told every mobile company only offers reconditioned phones as a replacement when I have since been told by other companies they replace with new. I have tried to go into 2 different branches on Sundays to try and get it sorted only to find that the branches are closed, when every other phone shop is open (Orange stores use to be open!) and have been made to feel like a liar. I have actually written this whole review whilst being 'on hold' again whilst some bloke in India tries to 'sort it out' but I doubt he is going to be able to do anything as they never can! I now want OUT but sadly have another 11 months to go on my contract. SHAME ON YOU ORANGE for ever getting involved with EE and forgetting your customers! DISGUSTING

I tried to leave my Orange Home Broadband after two and a half years of loyal custom. What a nightmare! I am convinced what they do if it is not illegal is at the very least inmoral.
Orange had me hanging for 45 minutes to start with. Then they were not having it. No matter how many times I stated "Will you please give me the MAC Key that my new broadband supplier requires", the operator was trained to ignore my request and refused to hand it over. The patronising treatment was insulting and humiliating. After 20 minutes begging for my MAC Key, operator said they could not tell me over the phone and I would receive this in five working days through the post. No 'thank you for your custom' or anything remotely similar.

Orange customer services don't call you back when they said they would, can't resolve a simple billing issue in payasyougo they stole £10 pound of me as soon as I topped up and refused to give me it back, one of them even put the phone down on me whilst I was explaining the issue !! Stay CLEAR

Bad reception, bad customer service, bad prices.
My phone should be unlocked after two years of using their network- for free, as now it's my property.
They refused my claim and forced me to pay for unlocking.
Pure theft!

I had an issue where I was over-billed around £300. I spoke to Orange, who agreed to refund this after 3 calls and demanding an (unnecessary) store visit.
After a year, with repeated calls to customer services to chase this up, this was still not resolved. I only actually received the refund after escalating to the industry regulator.

Obviously, the timescale here was the key issue. But every individual phonecall was incredibly painful – there appeared to be no record of previous conversations – so I had to fully explain everything each time I called.
Calls were frequently dropped after long periods on hold. Each call required 2-3 transfers between departments.

I ended up with the impression that this was a deliberate tactic to reduce customer complaint volume – especially as hold music was a ‘One Direction’ song. The same song. On an infinite loop.

Will not contact you if your contract is ended. Will allow you to keep paying full price even when contract has ended and phone has been paid off. They frequently refer to terms and conditions that they know you don't have time to read through.. Customer service Use phrases such as "with all due respect but...." In a patronising tone. Zero respect for the elderly and will lie to you on the phone about VAT being included. Then when you query about the VAT they laugh and say don't be silly you wouldn't find any network at that price (the price without VAT- the price they told me it was)... I personally have found virgin mobile a much better alternative, stress free!