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Orange - broken SIM and can't contact CS when outside the UK!
jno
19-12-2006
My Orange SIM card is no longer being read by my phone.

I am currently overseas and cannot contact Orange. All I want to do is contact them to ask them is ...

"What do I do next, as my card is broken?"

As my Orange phone obviously won't start up as the SIM is broken I am forced to call them from a landline. I go through the menus, choosing all the correct options, desperate top speak to someone and all I get is ...

"Welcome to Orange, I'm sorry, we can no longer continue with this call".

So, I decided to call two Orange shops, one in Cardiff, one in Bristol and all I get is an answer machine and a promise to call back. I leave my international number and after 4 days no one has called me back.

So I ring Orange broadband and get asked to be put through to someone, all I get is "you have to call the number you have already called" ... I explain the situation and they say "we cannot help you" and not a mentin of the word sorry.

Orange customer service is R U B B I S H - am I the only one out there who cannot get through to speak to someone at Orange ?
[]tter\/\/ard
19-12-2006
Well as you have internet access why not e-mail them via the website, giving them all your details such as mobile number, account pass number, the phone you have etc and give them your international contact number and ask them to call you as you cannot call them.
jno
19-12-2006
Originally Posted by iDRAGbehind:
“Well as you have internet access why not e-mail them via the website, giving them all your details such as mobile number, account pass number, the phone you have etc and give them your international contact number and ask them to call you as you cannot call them.”

Good point, but I wonder if they will refund me the 5 quid I have spent listening to recorded messages?
intheknow
19-12-2006
They should do..., I wonder how good they are at answering emails?

I sometimes find the best thing with the menu is not to speak or push anything, sometimes you go through to an operator then..
steve_ludwig
19-12-2006
Originally Posted by jno:
“My Orange SIM card is no longer being read by my phone.

I am currently overseas and cannot contact Orange. All I want to do is contact them to ask them is ...

"What do I do next, as my card is broken?"

As my Orange phone obviously won't start up as the SIM is broken I am forced to call them from a landline. I go through the menus, choosing all the correct options, desperate top speak to someone and all I get is ...

"Welcome to Orange, I'm sorry, we can no longer continue with this call".

So, I decided to call two Orange shops, one in Cardiff, one in Bristol and all I get is an answer machine and a promise to call back. I leave my international number and after 4 days no one has called me back.

So I ring Orange broadband and get asked to be put through to someone, all I get is "you have to call the number you have already called" ... I explain the situation and they say "we cannot help you" and not a mentin of the word sorry.

Orange customer service is R U B B I S H - am I the only one out there who cannot get through to speak to someone at Orange ?”



Orange customer service used to be very good, but now it is fu***** awful. And its the reason I am porting out asap.

You might try www.saynoto0870.com and search for an alternative number for orange.

Contract: +44 (0) 7973 100150
Pay as you go: +44 (0) 7973 100450

Not sure if the above will help you.......
jno
20-12-2006
Originally Posted by steve_ludwig:
“Orange customer service used to be very good, but now it is fu***** awful. And its the reason I am porting out asap.

You might try www.saynoto0870.com and search for an alternative number for orange.

Contract: +44 (0) 7973 100150
Pay as you go: +44 (0) 7973 100450

Not sure if the above will help you.......”

Tried saynotto0870 but all numbers suggested there are closed except for the bonafide +44 (0) 7973 100450 - I even tried +44 (0) 7973 100150 but the menus are 100% the same if you call both, ending up nowehere and spending 2 Euro a call to end up nowhere.

I even called two Orange shops and left messages on machines where they promised to call back but have heard nothing for several days.

Totally useless customer service Orange I am afraid.
steve_ludwig
20-12-2006
Originally Posted by jno:
“Tried saynotto0870 but all numbers suggested there are closed except for the bonafide +44 (0) 7973 100450 - I even tried +44 (0) 7973 100150 but the menus are 100% the same if you call both, ending up nowehere and spending 2 Euro a call to end up nowhere.

I even called two Orange shops and left messages on machines where they promised to call back but have heard nothing for several days.

Totally useless customer service Orange I am afraid.”


Try emailing your complaint to the Orange executive office, asking if they have a number or if at the very least they can advise of the correct route through the IVR to enable you to speak to someone quickly.

executive.office@orange.co.uk
jno
21-12-2006
Mailed on 20th Dec (last night) at 2030, will report back when (or perhaps if?) I get a message back from them. Thanks for the address.

jno
30-12-2006
Well a few things to note:

1. Orange never emailed me back (ok, it's the Christmas period) but still waited 10 days for a simple answer to a simple question via email and got nothing.

2. You cannot call Orange techincal support and speak to anyone using VOIP / the Orange menus do not let you connect to an operator. It seems there is a check on where you are calling from when you call into Orange technical support.

3. After leaving two messages on Orange Shop's phones (Bristol Cribbs Causeway and Cardiff Capitol Centre (they did not return my message despite being told so on the answering machine message.

4. Whether you ring the "Pay Monthly" number or ring the "PAYG" number you end up with the same person who can answer the same queries.

VERDICT > Orange technical support is POOR POOR POOR.

This number gets you through to Orange for free when you have lost your SIM card:

0800 079 0006

The Indian I spoke to on this number told me "Is there anything else I can help you with?" - I asked for a complete breakdown of my tariff, which he rushed through so quickly I couldn't understand a word - he was desperae to get off the phone and at one point told me "this question is for 450" - but he could tell me the answr anyway.

It is quite evident that your Orange staff have been assembled on the quick, with little or no regard to the needs of PAYG customers when overseas and I am very disappointed with the customer service provided.
Last edited by jno : 30-12-2006 at 08:14
dawson
30-12-2006
So which number did you eventually use to call Orange on from outside the UK?
jno
30-12-2006
I didn't - it never worked. I had to call them once I had returned.
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