Well, my contract's up and I'm thinking about my next phone (it will have "Touch" in the name)...
I'm with Orange, and I'm fed up with the customer service. It's not the actual people in the call centres, it's the fact that they usually have an "unusually large volume of callers", and when I can speak to them, they never seem able to help me.
If I may, I'd like to steer away from individual horror stories; I have heard that generally T-mobile is the best...if you were suggesting a network to a friend, what would you suggest?
Avoiding individual horror stories with them aplenty, I still maintain T-Mobile is best...
But let me be open and honest - of late I've had a few of those horror tales you mention, suffice to say without elaborating however, each one resulted in a fight with T-Mo, but after a long slog, each one resulted in a favourable outcome on my part, each time, it must be said.
Customer Service with them seems a mixed bag (and please, I'm not biased because I live nearby - anyone in the know will tell you, that Geordies are actually rivals with 'macums').. Nevertheless, if I call CS and get Doxford Park (Sunderland, nearish to me), the CS seems to be great. If I get Greenock, or the other one they have though, its oft not so great - Scotland especially - and that's no reflection on Scots in general - it's my 2nd holiday destination.
All I do though is persist, or hang up and ring again.
Another consideration with T-Mo is that, away from WinMo devices, the range of handsets they have is very poor these last couple of years - by that I mean they are VERY slow to get the latest handsets to them, or some cases not take them up at all (you'll likely now never see an N82, or E90, on T-Mo), compared to O2 or Vodafone, but Orange too seem to have got worse here this last year too.
Coverage wise though, I have no issues.
Call quality, is also good.
And tariff wise, NOTHING can touch the deal I have, but in general all T-Mobile packages have lots going for them. They are also still the best for mobile Internet.
If you are considering Fixed line BB AND Mobile BB together though, O2 currently have a good package deal on - read more in the relevant thread on this site.
Hope this helps as a starter, and feel free to get back to me with any specific questions you might think of.