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Old 29-09-2009, 15:42
boolaa
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Good afternoon all.

My partner has come to the end of his Orange 18 month contract and phoned them today to discuss his contract.
He couldn't remember his password. This has happened a few times in the past and it was ok as he just had to confirm his details, date of birth, address etc.
They guy on the end of the phone said 'I don't believe you are who you say you are' and hung up on him!!!

So OH tried to ring again, same answer, and again
Then they send him a text saying his services have been altered, ie barred.

Now being the cynical old bird I am I reckon it's so his contract rolls over for another 18 months and they will get the money...unlikely but I am fuming right now.

My OH has set off for the nearest Orange shop armed to the teeth with I.D., passport, drivers license, Orange phone bills, utility bills. It's a 40 mile round trip.

I understand that security measures are in place for a good reason but 1. His phone has not been reported stolen and 2. He gave them all the info they needed to correctly prove it was him, apart from his password, which for 18 months has been no trouble but now at the end of his contract they don't believe it's him?

Don't know what advice I'm after really, just wanted to vent. Has this happened to any of you out there? What would you do? What CAN he do?
One thing's for sure, Orange have lost another customer
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Old 29-09-2009, 15:45
Appleseed
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His contract won't start again, ie, be re-newed, so don't worry about that.

By the way, why are you fuming?!
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Old 29-09-2009, 15:47
boolaa
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Apparently it does renew automatically if he doesn't change it
I told him to be nice to the people in the Orange shop though and he promised he would as it's not their fault!
It's bloody shocking they are treating him this way

I'm fuming because I live with him and love him
I'm in the same room whilst he is trying to make them see sense and I'm watching my normally calm and happy OH being messed around...I'm sooo cross with them!

Last edited by boolaa : 29-09-2009 at 15:49. Reason: forgot to add bit at end of post!
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Old 29-09-2009, 15:52
Appleseed
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Apparently it does renew automatically if he doesn't change it
I told him to be nice to the people in the Orange shop though and he promised he would as it's not their fault!
It's bloody shocking they are treating him this way
Once the minimum term comes to an end, the contract just carries on 'month-to-month' which enables you to cancel with 30 days notice and no penalties.
He needs to go into the shop, cancel and get a PAC to go elsewhere. They'll probably then offer to wipe his ar*e for 6 months as part of a new deal!
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Old 29-09-2009, 15:58
boolaa
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Well he is off to the shop now but I can't phone him
He is dead set on cancelling now anyway , so unless they can butter him up suitable in the shop, he will be coming home with a sim-only contact from another provider.
Do Orange (or other companies) do this kind of thing often? It's ridiculous when he can provide all they ask of him except his password when they have had no problem with it in the past.
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Old 29-09-2009, 16:49
sxb
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If its happened more than once, then it sounds like the info on O's systems is different to the info being given (possibly liked to a new stricter security policy perhaps?). After all its not their interests to mess around someone who is out of contract as they can be off with just a months notice
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Old 29-09-2009, 16:53
Mezzo
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That's shocking behaviour from Orange, and I hope your OH sticks to his guns and leaves them.
I certainly wouldn't deal with company that treats their customers like that.

There's absolutely no reason with they couldn't access his account, as long as he could answer all the non-password security questions.

It's quite sad though... I was with Orange for about 12 years, and their CS used to be superb. It's only over the last few years that there's been a sharp decline.
My contract was up with them at the start of the year, but they didn't seem remotely interested in retaining me so I got my PAC and left.

After spending a couple of months with O2 I'm now with Vodafone. Out of those 3 networks, in my experience O2's customer service is by far the best.
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Old 29-09-2009, 17:23
old bill2
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Something is not right here. When you dial 150 to go though to Oranges cs before you speak to them it wants to know 2 letters/numbers of your password. You need that to be able to speak to a CSR. The other thing you can do is sign up a online account and from their you can reset your password.
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Old 29-09-2009, 17:36
sand witch
 
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They were the same way with me when it came to the end of my contract this time last year - all double-talk and lies to try and get the contract to extend, and of course I'd never get the same person on the phone twice, so although they'd agree to send out a PAC, etc, etc each time I'd call, it never happened. In the end up, I just canceled the Direct Debit, and vowed never to use them ever again. They are an appallingly dishonest company, with abysmal customer service. I'd use any other provider I've been with again if the deal was right, but never them again.
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Old 29-09-2009, 17:44
boolaa
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Well he is on the phone to them now cancelling his contract, he drove a 40 mile round trip to the shop, showed his id and was told it was 'all sorted' but the phone is still barred><

He reset his customer services password online and called them up...

he has just been told it's not sorted and that he will have to go back to the shop and sort it out again! The shop is shut now so he's just ending the contract, had enough now

Oh by the way, what is a PAC? I'm not that mobile phone savvy! (Oh, google is my friend, I know now!)
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Old 29-09-2009, 20:39
TTTV
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Well he is on the phone to them now cancelling his contract, he drove a 40 mile round trip to the shop, showed his id and was told it was 'all sorted' but the phone is still barred><

He reset his customer services password online and called them up...
Funny that, when there's a bar on the account they also bar access to your online account, so quite how he reset his password is anyones guess, how did he reset it if he didn't know the password in the first place anyway?

Personally, I think you're talking a load of rubbish.
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Old 29-09-2009, 20:59
coopermanyorks
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Resetting an online account password is usually pretty easy, I reset my Vodafone online account simply by clicking "forgot your password" and then I was prompted to enter my my user name and my mobile number , both I could answer

Seems like his telco goofed by not locking the online account as well as his phone service
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Old 29-09-2009, 21:21
TTTV
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Resetting an online account password is usually pretty easy, I reset my Vodafone online account simply by clicking "forgot your password" and then I was prompted to enter my my user name and my mobile number , both I could answer

Seems like his telco goofed by not locking the online account as well as his phone service
On Orange, you cannot get into any of your account details while there is a bar in place. At all.

And the whole business about ringing them up and him forgetting his password doesn't sit right either, as long as he could've answered basic security questions like DOB, address, payment method etc, the advisor will be happy, so if he was calling to discuss his contract, there's no way a retentions or an upgrade CSR would've sent him away (and certainly wouldn't have placed a bar on the account either even if it wasn't the account holder) unless they genuinely thought that it wasn't the account holder, they're on commission for a start off.
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Old 29-09-2009, 21:33
Lawe13
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Good afternoon all.

My partner has come to the end of his Orange 18 month contract and phoned them today to discuss his contract.
He couldn't remember his password. This has happened a few times in the past and it was ok as he just had to confirm his details, date of birth, address etc.
They guy on the end of the phone said 'I don't believe you are who you say you are' and hung up on him!!!

So OH tried to ring again, same answer, and again
Then they send him a text saying his services have been altered, ie barred.

Now being the cynical old bird I am I reckon it's so his contract rolls over for another 18 months and they will get the money...unlikely but I am fuming right now.

My OH has set off for the nearest Orange shop armed to the teeth with I.D., passport, drivers license, Orange phone bills, utility bills. It's a 40 mile round trip.

I understand that security measures are in place for a good reason but 1. His phone has not been reported stolen and 2. He gave them all the info they needed to correctly prove it was him, apart from his password, which for 18 months has been no trouble but now at the end of his contract they don't believe it's him?

Don't know what advice I'm after really, just wanted to vent. Has this happened to any of you out there? What would you do? What CAN he do?
One thing's for sure, Orange have lost another customer
Very sorry you have had a poor experience, however I would like to put the shoe on the other foot. If a CSR does not fully verify an account and lets an unautorised third paty access the account, they are in breach of the Data Protection Act and could be fined up to £1000 and the company could be fined further to that.
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Old 29-09-2009, 23:06
sand witch
 
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Funny that, when there's a bar on the account they also bar access to your online account, so quite how he reset his password is anyones guess, how did he reset it if he didn't know the password in the first place anyway?

Personally, I think you're talking a load of rubbish.
Yes, and just look who you work for. What a surprise.

Strangely enough, when I was having problems with Orange myself last year, I started a thread on here to discuss it, and a DS member that also happened to be an Orange Customer Services Representative, just like you, came on to harangue me and suggest that I was exaggerating in describing how I'd been treated, just as you've done with the OP here. Nice to see you're still staying classy, Orange.

If you choose to sign a contract with Orange, people, right here is a prime example of the sort of arrogant fools you'll be dealing with when things go wrong.
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Old 30-09-2009, 09:51
mikey86uk
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must admit Orange CS is one of the reasons i left a few months back, and the fact they had to iPhone.

the only really nice a helpful woman i had was the lady i had was my very last call about my PAC code etc.
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Old 30-09-2009, 09:56
clonmult
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Yes, and just look who you work for. What a surprise.

Strangely enough, when I was having problems with Orange myself last year, I started a thread on here to discuss it, and a DS member that also happened to be an Orange Customer Services Representative, just like you, came on to harangue me and suggest that I was exaggerating in describing how I'd been treated, just as you've done with the OP here. Nice to see you're still staying classy, Orange.

If you choose to sign a contract with Orange, people, right here is a prime example of the sort of arrogant fools you'll be dealing with when things go wrong.
I work in software development for back end business systems, and the C/S staff who use it go by the book - in theory the on-line account and the phone should be linked, so TTTV is probably just quoting the official line. But in the real world, its quite possible that the two aren't always in sync.

And you're in cloud cuckoo land if you think that Orange is staffed with arrogant fools. I've had better customer service with Orange over the last couple of years than I've had with Three (phone on Orange, datacard on 3).

You cannot (and should not) quote one post making that out to be arrogant (when it isn't), and making the whole company out to be bad from just one post.

Keyboard warriors, don't you just love them?
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Old 30-09-2009, 11:29
TheBigM
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I've had the worst retentions experience with Orange compared to any other company (MNOs and other firms too).

Even though I was on a relatively high paying contract with them, made all my payments on time etc, they were just like we're not interested in having you, find somewhere else.
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Old 30-09-2009, 11:47
inhouseuk
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If a CSR does not fully verify an account and lets an unautorised third paty access the account, they are in breach of the Data Protection Act and could be fined up to £1000 and the company could be fined further to that.
However, they should NEVER have barred the phone, just because they couldn't verify the caller. I would charge Orange for my time and travel expenses incurred in resolving the issue.

I hope there is tracking on the Orange systems that records which CSR placed the bar. That person obviously need some re-fresher training.
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Old 30-09-2009, 12:42
mred2000
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I've had the worst retentions experience with Orange compared to any other company (MNOs and other firms too).

Even though I was on a relatively high paying contract with them, made all my payments on time etc, they were just like we're not interested in having you, find somewhere else.
It's not so much the contract you're on but how much OVER the contract that you go... I've always had very good deals from Orange retentions... it's swings and roundabouts. Depends on who you speak to and when (early in the month, beginning of the week when they still have their targets to hit, from what I've experienced...)
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Old 30-09-2009, 13:15
boolaa
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Funny that, when there's a bar on the account they also bar access to your online account, so quite how he reset his password is anyones guess, how did he reset it if he didn't know the password in the first place anyway?

Personally, *I* think you're talking a load of rubbish.
Personally I think you are talking a load of rubbish How ridiculous.

Turned out his phone was barred from all outgoing calls, he could receive incoming only.
The password to his Orange online account is a different password to the customer services account so that is how we reset it.

TTTV, why on earth would I bother to post here if it's a load of lies? Perhaps it's something you might do but not me. Read my post history if you like, I'm not prone to flights of fancy.

Anyway, the problem is now resolved. He got through to cancellations, a nice lady with a local accent. Turned out the girl in the Orange shop had not forwarded his details that he took to the shop proving it was him self, there was nothing on the system at all.
She works 5 minutes away from the shop and was appalled at what happened. She said 'give me a few minutes and I'll pop round to see if we can get to the bottom of this' Sadly, this was after 6pm and nobody was there, she is going to call my OH this evening to let him know what has happened regarding the staff member who didn't send his info even though she said she had.

She unbarred the phone and put a note on his account saying he has an 'odd' speaking voice due to his health problems, so that hopefully they won't think he is some young lad pretending to be someone else.

Her manager was also most displeased and in her words 'heads are gonna roll' over this incident, so we just have to wait until tonight when she hopefully calls.

She was most helpful and apologetic over the whole thing, OH is definately writing a letter to head office commending her
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Old 30-09-2009, 13:42
coopermanyorks
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Did he cancel or get a good upgrade ?
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Old 30-09-2009, 14:03
boolaa
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He is letting the contract roll over for a month whilst he considers his options
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Old 30-09-2009, 14:32
simon69c
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She unbarred the phone and put a note on his account saying he has an 'odd' speaking voice due to his health problems, so that hopefully they won't think he is some young lad pretending to be someone else.
A small detail that was left off the original post! If he has an odd voice then is it actually that much of a surprise that a CSR would be more suspicious than usual? I'm still somewhat surprised that they didn't accept other forms of identity however, and it does seem particularly strong-armed to actually bar the phone too - but if he genuinely does sound far younger than his actual age then I think it's actually understandable that the CSR might have thought he was some young oik who had nicked the phone and perhaps got his hands on some bank statements too.
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Old 30-09-2009, 14:33
Lawe13
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However, they should NEVER have barred the phone, just because they couldn't verify the caller. I would charge Orange for my time and travel expenses incurred in resolving the issue.

I hope there is tracking on the Orange systems that records which CSR placed the bar. That person obviously need some re-fresher training.
If the CSR believes that an unauthorised TP is using the phone, then they are quite within their rights and the process would have been to flag this to our Customer Security team who then review the decision and are either satisfied and remove the bar, or ask for proofs if they are unable to verify the customer themselves.

How would you feel if the handset had been stolen, and before you noticed somebody had made a lot of calls on your number - which are never covered by insurance.

Any mobile company will always air on the side of caution.
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