Experiences of EE/Orange?

carnivalist · 27-11-2014, 12:49

I'm thinking of rejoining EE and was wondering what experiences people have had in the two years since I left.

My experience was fantastic compared to Virgin, while at the same time others complained, so I realise it's a bit of a ht-and-miss query.

One practical question I had concerns signal boxes/wi-fi calling, as in a location I often visit the reception was poor a couple of years ago. On that note is it common for service blackspots to be filled in? This was in Exeter near the railway station if anyone knows it, so although rural it wasn't bang in the middle of the country (its a really lovely city BTW).

How easy is it to get a signal box/wi-fi calling and how much does it cost? I can't seem to see anything on the website.

Finally, how is EE organised? Is it unified, or still divided into Orange and T-Mobile? I'd quite like to rejoin as an Orange customer if I did decide to move.

MGS4SnakeRulez · 27-11-2014, 14:16

I moved from Orange to EE in February for 4G. EE are also decent for 3G signal and speed indoors. 4G is very fast, even indoors, if you're in a 4G area.

We have just moved and luckily I get almost full 4G signal indoors now.

http://i1293.photobucket.com/albums/...pspgzdx1kj.png

I can't help you on signal box but I think there's an app on the way for WiFi calling.

Their customer service can be quite bad too.

bringbackGalaxy · 27-11-2014, 15:00

Customer service is a bit hit and miss. India dont document your call correctly, then more or less say you lie when you dispute it.

UK CS is great. I am on T Mobile. Just renewed my contract and stayed on T Mobile. Was told honestly that 4G is not good in my area and for now would be better staying on existing contract, just a phone update. Not overly fussed with 4G and prefer my unlimited data plan on 3G than the 2gb or 4gb offered.

Magic Cottage · 27-11-2014, 18:51

I can fill in the missing bits about signal box. They have limited supplies of these and therefore they are currently limited to people who are unable to get any signal at all anywhere indoors at home only. I am told that situation will change when and if they get more supplies but not to expect that to happen before the end of the year.

Also, yes, EE are working on a wifi app and have been for some time. However, there is still no indication from EE when this will be ready.

steffangl · 27-11-2014, 18:54

I wouldn't bother joining Orange, I'd go for a 4G plan on EE. The price difference is minimal compared to when 4G on EE launched.

The EE 4G network is generally good, 3G very good. I think those living in rural and semi-rural areas get the best it as EE 3G is lightning fast on an uncongested rural HSPA+ cell.

In terms of the company it's a total shambles. I will summarise my personal issues below, but common themes learnt suggest exceptionally poor communication between different departments, a general 'can't be bothered' attitude, and genuinely clueless and useless customer service staff. You can't speak with anyone high up in technical. The 'single user faults' are sent to the agent that raised the fault, but if they're away/on leave etc. there's no way to get an update on the issue.

1 - My Orange loyalty discount wasn't transferred to EE as promised (was sorted)
2 - I could not get itemised billing enabled (apparently there are 2 options on the system and the wrong one was being turned on/off for months)
3 - I was unable to set any call diverts for 3 1/2 months due to corruption of some HLR records.
4 - I have 2 numbers on a shared plan. The sharer uses a ported in number from O2. Recently the temporary number that was originally allocated to the SIM prior to porting was issued to a new EE customer. But, that number is somehow sharing MY data allowance - some system bug where the number is still in some way linked to my account.
5 - I have been unable to view my remaining data for the last 3 months. Not via ee.co.uk, via the app, or by texting 150. Ongoing issue still no resolution.

I think I've just had a bad experience but I am literally fed up with it. I'm sure O2 would be just as bad if I had the same issues but things never seemed to go wrong with O2 - CS is very structured and rigid, calls are recorded and can be listened to etc. etc.

corf · 27-11-2014, 18:56

If you are with virgin then you are already using the ee network and will have experience of how it performs in the locations you visit.

Aye Up · 27-11-2014, 19:12

I do have to wonder if this thread is merely a duplication of your other one?

Suffice to say EE are ok depends where you are in the country, however one thing they have in their favour against their MBNL partner is 2G backup, it would be unusual if you found yourself without signal. As I lead to believe 4G is the best available right now and they have near identical coverage to Three for 3G. Currently using them for a 4G data sim, have to say I am quite pleased with it. £20 for 15GB of data to use how I want, the network has improved immeasurably since I last used it in 2013. Overall very good though.

jaffboy151 · 27-11-2014, 22:44

EE have much better 3G coverage around my part of the world in staffordshire/Shropshire thanks to the use of some old orange 3G masts not open to three customers like me, the throughput is ridiculously slow often only 0.3-0.5mbps but it's better then a big fat zero signal which here customers like myself get in the same areas.. That said customer service is a bit of a lottery in some areas, my other half still has no voice mail on her phone over a year into taking out the contract, despite a fair few tries at speaking to someone to sort it out..

The Lord Lucan · 27-11-2014, 22:45

Quote:

Originally Posted by corf

If you are with virgin then you are already using the ee network and will have experience of how it performs in the locations you visit.

Not really.. Virgin is usually far slower and more restricted.

jabbamk1 · 27-11-2014, 22:47

Quote:

Originally Posted by The Lord Lucan

Not really.. Virgin is usually far slower and more restricted.

Coverage will be the same.

Performance won't be. So yeh, what you said really.

abarthman · 27-11-2014, 23:04

I was with T-Mobile for a year and they were fine, but then they shafted me when I left.

In order to meet the 30-day notice of cancellation, I asked for my PAC code 30 days before my contract end-date. So far so good.

Then an early termination charge appeared on my bill. WTF! I wasn't leaving early. I was complying with their 30-day notice requirement! I was paying in advance, so I had already paid for the period up to end of my contract. It was clearly just a punitive charge.

I gave my PAC code to Three on the 18th of the month and the actual transfer took place on the afternoon of the 19th. I know, because I had both handsets on my desk and kept checking to see when the T-Mobile signal stopped. Sad- I know!

I have just received my "final bill " from T-Mobile and I have been charged £6.70 for using slightly more than 1 MB (yes, one measily MB, not 1 GB!) of mobile data on the 19th despite the fact that the 19th was my contract end date. When I called their CS to enquire why, they explained that the moment I gave my PAC to my new provider on the 18th, my inclusive minutes, texts and mobile data ceased and I was charged the normal (utterly and ridiculously extortionate) rate on the 19th.

I am sure that I will be looking for new mobile phone and broadband providers many, many times in the future, but I won't touch T-Mobile or EE with a bargepole, due to their shoddy attempt at giving me a departing shafting!

I shall also tell friends and family to stay clear of them.

I hope it was worth it for them!

Gigabit · 28-11-2014, 08:28

I found 3G performance on Virgin fairly similar to EE's...

Magic Cottage · 28-11-2014, 10:07

Quote:

Originally Posted by Gigabit

I found 3G performance on Virgin fairly similar to EE's...

Well, there's a surprise. Virgin use the EE network.

carnivalist · 29-11-2014, 19:08

Quote:

Originally Posted by Aye Up

I do have to wonder if this thread is merely a duplication of your other one?

??? Which other one?

Quote:

Suffice to say EE are ok depends where you are in the country, however one thing they have in their favour against their MBNL partner is 2G backup, it would be unusual if you found yourself without signal. As I lead to believe 4G is the best available right now and they have near identical coverage to Three for 3G. Currently using them for a 4G data sim, have to say I am quite pleased with it. £20 for 15GB of data to use how I want, the network has improved immeasurably since I last used it in 2013. Overall very good though.

Only have a non-4G S3 unfortunately.

27-11-2014, 12:49	#1
carnivalist Forum Member Join Date: Jul 2005 Posts: 4,412	Experiences of EE/Orange? I'm thinking of rejoining EE and was wondering what experiences people have had in the two years since I left. My experience was fantastic compared to Virgin, while at the same time others complained, so I realise it's a bit of a ht-and-miss query. One practical question I had concerns signal boxes/wi-fi calling, as in a location I often visit the reception was poor a couple of years ago. On that note is it common for service blackspots to be filled in? This was in Exeter near the railway station if anyone knows it, so although rural it wasn't bang in the middle of the country (its a really lovely city BTW). How easy is it to get a signal box/wi-fi calling and how much does it cost? I can't seem to see anything on the website. Finally, how is EE organised? Is it unified, or still divided into Orange and T-Mobile? I'd quite like to rejoin as an Orange customer if I did decide to move.

27-11-2014, 14:16	#2
MGS4SnakeRulez Forum Member Join Date: Jun 2008 Posts: 16,705	I moved from Orange to EE in February for 4G. EE are also decent for 3G signal and speed indoors. 4G is very fast, even indoors, if you're in a 4G area. We have just moved and luckily I get almost full 4G signal indoors now. http://i1293.photobucket.com/albums/...pspgzdx1kj.png I can't help you on signal box but I think there's an app on the way for WiFi calling. Their customer service can be quite bad too.

27-11-2014, 15:00	#3
bringbackGalaxy Forum Member Join Date: Apr 2002 Location: Medway, kent Posts: 1,208	Customer service is a bit hit and miss. India dont document your call correctly, then more or less say you lie when you dispute it. UK CS is great. I am on T Mobile. Just renewed my contract and stayed on T Mobile. Was told honestly that 4G is not good in my area and for now would be better staying on existing contract, just a phone update. Not overly fussed with 4G and prefer my unlimited data plan on 3G than the 2gb or 4gb offered.

27-11-2014, 18:51	#4
Magic Cottage Guest Join Date: Nov 2004 Posts: 2,663	I can fill in the missing bits about signal box. They have limited supplies of these and therefore they are currently limited to people who are unable to get any signal at all anywhere indoors at home only. I am told that situation will change when and if they get more supplies but not to expect that to happen before the end of the year. Also, yes, EE are working on a wifi app and have been for some time. However, there is still no indication from EE when this will be ready.

27-11-2014, 18:54	#5
steffangl Forum Member Join Date: Jul 2010 Location: South Wales Posts: 312	I wouldn't bother joining Orange, I'd go for a 4G plan on EE. The price difference is minimal compared to when 4G on EE launched. The EE 4G network is generally good, 3G very good. I think those living in rural and semi-rural areas get the best it as EE 3G is lightning fast on an uncongested rural HSPA+ cell. In terms of the company it's a total shambles. I will summarise my personal issues below, but common themes learnt suggest exceptionally poor communication between different departments, a general 'can't be bothered' attitude, and genuinely clueless and useless customer service staff. You can't speak with anyone high up in technical. The 'single user faults' are sent to the agent that raised the fault, but if they're away/on leave etc. there's no way to get an update on the issue. 1 - My Orange loyalty discount wasn't transferred to EE as promised (was sorted) 2 - I could not get itemised billing enabled (apparently there are 2 options on the system and the wrong one was being turned on/off for months) 3 - I was unable to set any call diverts for 3 1/2 months due to corruption of some HLR records. 4 - I have 2 numbers on a shared plan. The sharer uses a ported in number from O2. Recently the temporary number that was originally allocated to the SIM prior to porting was issued to a new EE customer. But, that number is somehow sharing MY data allowance - some system bug where the number is still in some way linked to my account. 5 - I have been unable to view my remaining data for the last 3 months. Not via ee.co.uk, via the app, or by texting 150. Ongoing issue still no resolution. I think I've just had a bad experience but I am literally fed up with it. I'm sure O2 would be just as bad if I had the same issues but things never seemed to go wrong with O2 - CS is very structured and rigid, calls are recorded and can be listened to etc. etc.

27-11-2014, 18:56	#6
corf Forum Member Join Date: Jul 2002 Posts: 1,458	If you are with virgin then you are already using the ee network and will have experience of how it performs in the locations you visit.

27-11-2014, 19:12	#7
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	I do have to wonder if this thread is merely a duplication of your other one? Suffice to say EE are ok depends where you are in the country, however one thing they have in their favour against their MBNL partner is 2G backup, it would be unusual if you found yourself without signal. As I lead to believe 4G is the best available right now and they have near identical coverage to Three for 3G. Currently using them for a 4G data sim, have to say I am quite pleased with it. £20 for 15GB of data to use how I want, the network has improved immeasurably since I last used it in 2013. Overall very good though.

27-11-2014, 22:44	#8
jaffboy151 Forum Member Join Date: Dec 2004 Location: Woore, Cheshire/Shropshire Posts: 1,675	EE have much better 3G coverage around my part of the world in staffordshire/Shropshire thanks to the use of some old orange 3G masts not open to three customers like me, the throughput is ridiculously slow often only 0.3-0.5mbps but it's better then a big fat zero signal which here customers like myself get in the same areas.. That said customer service is a bit of a lottery in some areas, my other half still has no voice mail on her phone over a year into taking out the contract, despite a fair few tries at speaking to someone to sort it out..

27-11-2014, 22:45	#9
The Lord Lucan Forum Member Join Date: Apr 2005 Location: Scotland Posts: 4,966	Quote: Originally Posted by corf If you are with virgin then you are already using the ee network and will have experience of how it performs in the locations you visit. Not really.. Virgin is usually far slower and more restricted.

27-11-2014, 22:47	#10
jabbamk1 Forum Member Join Date: Jan 2012 Location: London, UK Posts: 8,759	Quote: Originally Posted by The Lord Lucan Not really.. Virgin is usually far slower and more restricted. Coverage will be the same. Performance won't be. So yeh, what you said really.

27-11-2014, 23:04	#11
abarthman Forum Member Join Date: Feb 2009 Location: Edinburgh Posts: 7,839	I was with T-Mobile for a year and they were fine, but then they shafted me when I left. In order to meet the 30-day notice of cancellation, I asked for my PAC code 30 days before my contract end-date. So far so good. Then an early termination charge appeared on my bill. WTF! I wasn't leaving early. I was complying with their 30-day notice requirement! I was paying in advance, so I had already paid for the period up to end of my contract. It was clearly just a punitive charge. I gave my PAC code to Three on the 18th of the month and the actual transfer took place on the afternoon of the 19th. I know, because I had both handsets on my desk and kept checking to see when the T-Mobile signal stopped. Sad- I know! I have just received my "final bill " from T-Mobile and I have been charged £6.70 for using slightly more than 1 MB (yes, one measily MB, not 1 GB!) of mobile data on the 19th despite the fact that the 19th was my contract end date. When I called their CS to enquire why, they explained that the moment I gave my PAC to my new provider on the 18th, my inclusive minutes, texts and mobile data ceased and I was charged the normal (utterly and ridiculously extortionate) rate on the 19th. I am sure that I will be looking for new mobile phone and broadband providers many, many times in the future, but I won't touch T-Mobile or EE with a bargepole, due to their shoddy attempt at giving me a departing shafting! I shall also tell friends and family to stay clear of them. I hope it was worth it for them!

28-11-2014, 08:28	#12
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	I found 3G performance on Virgin fairly similar to EE's...

28-11-2014, 10:07	#13
Magic Cottage Guest Join Date: Nov 2004 Posts: 2,663	Quote: Originally Posted by Gigabit I found 3G performance on Virgin fairly similar to EE's... Well, there's a surprise. Virgin use the EE network.

29-11-2014, 19:08	#14
carnivalist Forum Member Join Date: Jul 2005 Posts: 4,412	Quote: Originally Posted by Aye Up I do have to wonder if this thread is merely a duplication of your other one? ??? Which other one? Quote: Suffice to say EE are ok depends where you are in the country, however one thing they have in their favour against their MBNL partner is 2G backup, it would be unusual if you found yourself without signal. As I lead to believe 4G is the best available right now and they have near identical coverage to Three for 3G. Currently using them for a 4G data sim, have to say I am quite pleased with it. £20 for 15GB of data to use how I want, the network has improved immeasurably since I last used it in 2013. Overall very good though. Only have a non-4G S3 unfortunately.

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Experiences of EE/Orange?