105 replies to this topic

[crazyc]

andyfitter, on Oct 17 2006, 16:42, said:

....

data charges
Originating network Place called Call class Megabytes Cost
Orange Orange WAP Data 0.1253 0.000
Orange Orange Internet Data 105.7019 3.300[/font]

My bill looked like yours - but on mine the data was all under Orange WAP per my bill - but see my post above - and anyway, if it was all under orange wap then how come they could split it between inclusive and additional? Oh yes, sorry, another one of those Orange mysteries......

[crazyc]

crazyc, on Oct 17 2006, 17:03, said:

My bill looked like yours - but on mine the data was all under Orange WAP per my bill - but see my post above - and anyway, if it was all under orange wap then how come they could split it between inclusive and additional? Oh yes, sorry, another one of those Orange mysteries......

Having re read the posts above, should I be setting the M3100 to use the Orange WAP APN or the Orange internet one?  (Orange Issues??)  If the terms of OWU refer to WAP then I am assuming it should be the WAP one.  Any thoughts?

[andyfitter]

crazyc, on Oct 18 2006, 10:22, said:

Having re read the posts above, should I be setting the M3100 to use the Orange WAP APN or the Orange internet one?  (Orange Issues??)  If the terms of OWU refer to WAP then I am assuming it should be the WAP one.  Any thoughts?

I deleted my Orange WAP APN entirely as bizarrely, you can't properly access the Orange World Portal through it - if you don't use 'Orange Internet' it says it doesn't recognise you.

It now looks like if you route traffic through the Orange WAP APN you don't get billed, even if traffic is external, but if you go through Orange Internet, you do, but in some strange unaccounted for way.

Makes very little sense I must say.

[willieturnip]

i just want to say..no complaints atall!

[jasonbye]

Orange Issues, on Oct 10 2006, 13:54, said:

what do you guys think of the general 2G/3G coverage? dropped calls etc?

I find Orange's 3G coverage poor in relation to Vodafone (in the East of England) For wiring pictures this becomes a huge pain in the arse. You need to get some agreements about using their masts.

Very rarely have problems with dropped calls.


Customer Service is nothing like what it was a few years ago. In the 90's you gave photographers data cards as beta testers and were incredibly helpful and knowledgeable regarding data issues. Not any longer. Collective amnesia seems to be the order of the day particularly with regard to what was actually promised on a contract deal (OWU) I had to point out about mis-selling of contracts to sort it out. (Remember endowment mortgages?)

I've been with Orange for 12 years and only just remained due to the retention's dept sorting things out. Now a month later I am having to backtrack over what had already been sorted. Somehow, I wish I'd given T-Mobile a go.

[CaptainZok]

After terminating my orange account I assumed I had paid all charges due. Some weeks later I recieved a bill for around £29. I rang O to query this and spoke to a csr who seemed to have a very poor command of the english language to tell him I wanted a copy of the final account. This he said he would send me but it may take a few weeks. The next thing I heard I recieved a letter from a debt recovery company, followed by a phone call. I explained again that I wished to query the payment and requested a final statement of the account. The lady on the phone was quite understanding and said she would follow this up. That was a couple of weeks ago and I still haven't seen any sign of a statement. Great way to do business Orange send a demand for payment and when a customer queries this rather than send proof one way or another just send it to a debt recovery company.
This smacks of extortion but is no more than Ive come to expect from the new low standards of Orange service.

Edited by CaptainZok, 18 October 2006 - 02:40 PM.

[crazyc]

andyfitter, on Oct 18 2006, 11:14, said:

I deleted my Orange WAP APN entirely as bizarrely, you can't properly access the Orange World Portal through it - if you don't use 'Orange Internet' it says it doesn't recognise you.

It now looks like if you route traffic through the Orange WAP APN you don't get billed, even if traffic is external, but if you go through Orange Internet, you do, but in some strange unaccounted for way.

Makes very little sense I must say.

I noticed that too, however losing the Orange World Portal is a price I am happy to pay for access to the web on my unlimited tariff.  

[Dr Who]

Orange Issues, on Oct 17 2006, 09:24, said:

dr who, this is how it works:

every single customer with a contract mobile has to give 30 days notice to cancel the agreement.

When the customer asks for the PAC, this is the start of the 30 day notice period.

If the new S.P should arrange a porting date, say 15 days after the customer asked for the PAC, then even though the number will move to the new network on this date, the customer still needs to pay for the other 15 days line rental under the terms of his agreement.

Whatever the date the customer ports out, they will always be charged 30 days line rental, starting from the date of their original request.

hope this helps

My bill ran from 22nd to 21st.

My account showed MNP PAC (Debit): 02 Sep £11.91

but I had refunds on my call plan, data plan and orange care from 05 Sep - 21 Sep.

So it would appear the remaining contract charges were refunded but I was levied a fee which seems to bear no relation to anything.

[spence15]

I have been with Orange for six years and am counting down the months until I can leave Orange for Tmobile or anyone!  
I live in a fairly central city location but have constant calls dropped both inside my house and when out and about.  My phone, Nokia N70, constantly crashes and even though I pay the £5 per month Orange Care since the beginning of my contract I am not able to get the phone replaced free of charge.  
The usual hanging on for hours to get through to CS even though I try at all times of the day.  
Overall not great service, oddly though a friend of mine is on a VIP tariff, for being a celebrity, and gets whatever upgrades he wants, almost instantaneous CS and great packages.  
Seems like Orange knows who they want to look after and it isn't the average customer.  Oh I am in an 18 month contract and last month was month 12 when I recieved 3 calls from different 3rd party companies offering me a free phone upgrade and 10% off my bill.  Great I thought but then they realised I was in an 18 months contract so had to take back that offer, great Customer Service!

[siksik6]

When I can get out of this Orange contract, I will NEVER be an Orange customer again.

This is mainly due to them advertising 'up to 8mb broadband which is unlimited if you pay an extra £10 a month' transforming magically into 'oh, actually, you can only get 2mb  which isn't actually limited at all, as we're going to introduce a FUP which we never actually mentioned the details of until you're in contract!'

(other ISPs will do 24mbit on my exchange, and I previously could sync at 18mbit, and yes I know about all the differences of ADSL MAX, ADSL2 etc...)

That along with:

Terrible customer service from MOST staff (the guys I spoke to yesterday were great, but, alas, still couldn't help).

The inability to see how many minutes you have from their most recent promotional bundles. If 3 can do it, why can't you!

Extortionate data charges which O still don't seem to bother changing, so those of us stuck in a contract just go without for the most part.

ALWAYS waiting at least 10 minutes to get through to a human.

I'm just fed up with it all. Rant over!

[properclubber]

Maybe you can help me as I have had no luck with customer services.

A couple of months ago a company called Sky Blue Connections rang me to offer me a 10% discount on my tariff if I upgraded, which I did. I then received a bill from Orange a month later for about £86. I rang Orange who informed me that my tariff had been changed to a text only tariff! I know this is Orange's fault because when I spoke to one of your customer services representatives called Paulo he let it slip that it was someone by the surname 'White' who he said was an orange representative then he put me on hold and when he came back he said he didn't know who had changed my tariff! Bit dodgy!

I continued to receive 2 months more worth of high bills (about £60) before orange changed my tariff to include free minutes. I have just had to pay orange £130 for 2 months worth of bills! Sky Blue Connections have been very helpful and even sent me a cheque for half of the amount of the first bill and have been trying to sort my bills out. I want a refund and compensation for orange's mistake as this has left me in debt and I have an 8 month old son to provide for. I wrote a letter to Orange Correspondence dept 2 months ago and haven't received a reply!

Please help me, I don't know where else to turn

[stripeycat]

Jeez. and i just signed another 18 month contract with these guys. Wish i'd opted for the 14-day money back guarantee!

[pd.ryder]

Mr Issues seems to have gone very quiet since 17th October - probably mulling things over

Why is 'he' so interested in coverage and call-dropping? I reckon he's been sent by The Management to undertake a survey which will probably end up indicating 99% of customers were "Very Satisfied" with these issues

Mr Issues - I too will be leaving Orange for T-Mobile after over 15 years. The Company has transformed itself from one of the most innovative providers to a 'take-the-money-and-run' bunch of robbers! I mean, why assist with the development of some rather tasty communication tools, 'extensively test' them (I say that very loosely) and then strangle the life out of them with rip-off data charges? If T can do it, so can you guys.

The numpties (I say that in a caring way ) at OCS would rather chew off their right arm than admit a customer knows more than they do about how a device should function and will not entertain the idea that "it really should do what it says on the tin". I think the phrase "we don't support that feature" will be eternally etched into my soul and is generally applied to any function that doesn't involve a network charge.

If T can provide me with a shiny new Vario II for £39.99 with loads-a-mins (and texts too), UNLIMITED (subject to fup) internet access (not poxy wap) for £30/month, why do O want to charge me over £200 for the same device with no internet access? Same deal for existing customers? Pah!! The M3100 doesn't even show on the Upgrades page of the website.

Been there, done that, had enough thanks. It's been nice knowing you (mostly).

Incidentally, just how many pages of wap information do you get for 90Mb? It would take you a lifetime to browse that many wap pages (and who would want to - its all cr*p anyway) let alone in the 2 hour window NikLP identified. I suspect this just *might* be a billing error, but, once they've got your money they don't like letting it go again no matter who's fault the error was.

Grrr  

/rantover

[NikLP]

2 hour window? Eh? Sorry, I wasn't paying attention (except to my bottle of xmas port).

[duke_stix]

hey

mainly here, i'm referring to the 'waiting for 45minutes to get through to customer services' problem it seems a lot of people are having.

My dad has had an orange contract for about 11 years now, back when '3' started first, he was going to change, but orange, changed his contract for him and now offer him 500 xnet minutes, 100texts for 25 quid a month. on a 'personal' contract used for business.

we got a M600 off orange in july, so far, its been swapped out for a replacement 3 times and is due to go for another swap out tomorrow morning (screen issues-seems like a loose connector)

put simply, it goes like this.
fault found on phone
ring up orange, (get through in UNDER 5minutes, i dont know why some people are having to wait soo long!)
explain problem
they tell us to remove battery and stuff, and have handset ready for collection from an address of our choice, give them the imei of the phone,
wait for them to collect and swap out for a brand new handset.

is it just a 'freak' chance that we've never really had any bad service from orange?! (they even offered the m600 as a FREE upgrade for him but we had to change over to an 18 month contract)

(2g) reception is really good, (apart from some areas, but then o2 and t-mobile even cut out in those areas)
calls have dropped with the sim in a motorola razr but never so far in the m600.

all in all, i'd actually like to THANK orange for the customer service they provide!
i've heard of really bad experiences, but thats been about it!

and they've also been really helpful with resolving issues too.

[Confucious]

Do you phone the Business CS or "normal" CS?

[duke_stix]

hey
just dial 450 from dads mobile, doesnt really say its any 'special' customer services.

have once dialled the standard 'pay monthly' customer services from a land line (yesterday in fact) and it went through right away.

[pd.ryder]

duke_stix, on Jan 10 2007, 17:09, said:

hey
just dial 450 from dads mobile, doesnt really say its any 'special' customer services.

have once dialled the standard 'pay monthly' customer services from a land line (yesterday in fact) and it went through right away.

Gotta be worth asking - but is your Dad anyone we might know? Prince Charles? Brad Pitt? You know, a somebody?  

[duke_stix]

pd.ryder, on Jan 10 2007, 17:54, said:

Gotta be worth asking - but is your Dad anyone we might know? Prince Charles? Brad Pitt? You know, a somebody?  

lol.

nup, he's just a regular average joe! lol. might have something to with the fact that we own our own business and they are aware that the phones used for business calls perhaps?

i just find it really odd that sooooo many people on here are getting well, crap customer service from orange! they've always actually been quite helpful!

and i think it depends WHEN you decide to call too! always best to call between 5!

[Monolithix]

Umm, 450 is PAYG customer services on Orange...