Orange Internet Customer Service Complaints
Solved/Closed
cécile84
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Rosedesables -
Rosedesables -
Hello,
I SUBSCRIBED TO A NET PLUS SUBSCRIPTION (PHONE AND 2MB NET) on August 6, 2010
ON THE 8TH I receive an SMS from Orange saying your line is activated, I couldn't believe it; "so fast, wow!" I was on vacation when I returned home on August 18, I plugged in my live box and:....nothing! I called customer service who told me it was normal for it not to work, I should worry after August 21 since the installation period is a MAXIMUM of 15 days. I pointed out that I received a text saying it was okay but they had nothing to say. I eagerly awaited the deadline to pass and still nothing, I contacted customer service and after explaining my case:....it cuts off!!!! I call back (of course, I'm calling from a mobile since my unlimited phone doesn't work so I'm paying) I re-explain my situation: the advisor makes me do the same manipulations that others had me do, obediently I follow his "advice", in the end he concludes that he can't do anything for me that he will contact a technician to call me back and that we would be compensated for the inconvenience caused::: 2ND whhhhhhhhhaooooooouuuuhh; Orange will compensate me spontaneously and on top of that a technician will solve my problem!!!!! Life is great!!
2 days later I receive a text from customer service "thank you for contacting us" OH RAGE OH DESPAIR: WHY?? I call customer service for the 4th time, I reiterate my problem, I shorten it by saying that I've already done all the steps and the lady says it’s strange there's no record of your calls: my answer: Madam I must be a liar, the tone becomes firmer I explain to her that a technician was supposed to contact me she tells me she has to check the same things that others have checked, I inform her that this has already been done 3 times that I'm paying for my calls, she offers to call me back WHHHAOUH, should I believe it or not, she promises to contact me within 10 minutes; 10 minutes of anxiety thinking if she doesn't call back I will have to contact them again and explain everything again, well anyway miracle she calls me back to tell me; indeed there is an issue with your line! Oh really, I wouldn’t have guessed; a technician will come in 5 days, this brave man came between 8 am and 1 pm (a morning of work lost) moral of the story the line was not reaching my home he tinkered to make it work telling me that I could have 512 (instead of 2mb!!) finally on August 31 at 11 am, I get 1024k; yay internet works
I ask the technician for a certificate for customer service so that they don't charge me for a month of subscription that I haven't used he tells me he can't and advises me to write a letter to customer service, okay I'm willing to but I can't find the postal address for dear FABRICE ANDRé: director of customer relations!
Help me please, I'm cracking, I don't know if it's the same M____ with all providers
Configuration: Windows 7 / Internet Explorer 8.0
I SUBSCRIBED TO A NET PLUS SUBSCRIPTION (PHONE AND 2MB NET) on August 6, 2010
ON THE 8TH I receive an SMS from Orange saying your line is activated, I couldn't believe it; "so fast, wow!" I was on vacation when I returned home on August 18, I plugged in my live box and:....nothing! I called customer service who told me it was normal for it not to work, I should worry after August 21 since the installation period is a MAXIMUM of 15 days. I pointed out that I received a text saying it was okay but they had nothing to say. I eagerly awaited the deadline to pass and still nothing, I contacted customer service and after explaining my case:....it cuts off!!!! I call back (of course, I'm calling from a mobile since my unlimited phone doesn't work so I'm paying) I re-explain my situation: the advisor makes me do the same manipulations that others had me do, obediently I follow his "advice", in the end he concludes that he can't do anything for me that he will contact a technician to call me back and that we would be compensated for the inconvenience caused::: 2ND whhhhhhhhhaooooooouuuuhh; Orange will compensate me spontaneously and on top of that a technician will solve my problem!!!!! Life is great!!
2 days later I receive a text from customer service "thank you for contacting us" OH RAGE OH DESPAIR: WHY?? I call customer service for the 4th time, I reiterate my problem, I shorten it by saying that I've already done all the steps and the lady says it’s strange there's no record of your calls: my answer: Madam I must be a liar, the tone becomes firmer I explain to her that a technician was supposed to contact me she tells me she has to check the same things that others have checked, I inform her that this has already been done 3 times that I'm paying for my calls, she offers to call me back WHHHAOUH, should I believe it or not, she promises to contact me within 10 minutes; 10 minutes of anxiety thinking if she doesn't call back I will have to contact them again and explain everything again, well anyway miracle she calls me back to tell me; indeed there is an issue with your line! Oh really, I wouldn’t have guessed; a technician will come in 5 days, this brave man came between 8 am and 1 pm (a morning of work lost) moral of the story the line was not reaching my home he tinkered to make it work telling me that I could have 512 (instead of 2mb!!) finally on August 31 at 11 am, I get 1024k; yay internet works
I ask the technician for a certificate for customer service so that they don't charge me for a month of subscription that I haven't used he tells me he can't and advises me to write a letter to customer service, okay I'm willing to but I can't find the postal address for dear FABRICE ANDRé: director of customer relations!
Help me please, I'm cracking, I don't know if it's the same M____ with all providers
Configuration: Windows 7 / Internet Explorer 8.0
10 réponses
Anyway, I had a good laugh at your troubles.
Here’s an address:
Orange - Internet Customer Service
33734 Bordeaux cedex 9
To answer your question, are all providers the same, the answer is YES, and in most cases, they are all good.
However, in some cases, it’s a disaster; just read the forums.
You just weren't lucky, that's all.
Here’s an address:
Orange - Internet Customer Service
33734 Bordeaux cedex 9
To answer your question, are all providers the same, the answer is YES, and in most cases, they are all good.
However, in some cases, it’s a disaster; just read the forums.
You just weren't lucky, that's all.
Hello,
There is a 'Portail Orange' on www.facebook.com.
Present your case in the 'Need help' section
for:
1/ the technical issue
2/ the 'commercial' issue
There is a 'Portail Orange' on www.facebook.com.
Present your case in the 'Need help' section
for:
1/ the technical issue
2/ the 'commercial' issue
Good evening ...
I worked there and frankly, the skills just aren't there anymore, the old hands have left and the last dinosaurs are hiding ... in short, to solve your problem, it's better not to consume with Mandarinette .....you're fattening 50% of managers who know nothing and are well-paid .....this ISP has become an ISP for the elderly ... being clueless and getting ripped off ..... they love it, but not for long in my opinion ......
here's what you find with this ISP, are there better ones? Well, YES, but it's clear that you need to have some command of this technology....
PLEASE DISSEMINATE WIDELY
==================To whom it may concern================
I worked there and frankly, the skills just aren't there anymore, the old hands have left and the last dinosaurs are hiding ... in short, to solve your problem, it's better not to consume with Mandarinette .....you're fattening 50% of managers who know nothing and are well-paid .....this ISP has become an ISP for the elderly ... being clueless and getting ripped off ..... they love it, but not for long in my opinion ......
here's what you find with this ISP, are there better ones? Well, YES, but it's clear that you need to have some command of this technology....
PLEASE DISSEMINATE WIDELY
==================To whom it may concern================
Oh no, it's definitely clear that this kind of problem only happens with Orange. By the way, why did you choose Orange...?
Anyway, I don't see how you can be so upset because given your situation, you should be relieved that your line is finally working!
Don't worry, you just have to wait, and I think now that you're enjoying this feature, you have the time to wait.
Nonetheless! Paradoxically to what I've said, don't let it go; what happened to you is theft, even if we will never classify it as a crime... I assure you that they will refund you every last cent.
Anyway, I don't see how you can be so upset because given your situation, you should be relieved that your line is finally working!
Don't worry, you just have to wait, and I think now that you're enjoying this feature, you have the time to wait.
Nonetheless! Paradoxically to what I've said, don't let it go; what happened to you is theft, even if we will never classify it as a crime... I assure you that they will refund you every last cent.
Since a few days, when I check the sports (football) page, a spam "Wikipedia" installs itself that we cannot close. I then have to shut down the computer. Can't Orange prevent this? Because I'm fed up.
Problem also with Fnac. They deliver to Switzerland but their customer service can only be reached from France... I will NEVER order from them again!
Me too. I had a problem. No more phone and no more connection. I went to the Belle Épine agency. I was treated like trash by the Livebox repairman present on site. Very friendly with men but very rude with women. He rejected three in half an hour quite rudely and told a customer that he preferred cats to women as pets, they are too annoying... no comment... then I spoke to the technical service on the phone who gave me an appointment with a technician without specifying the date. He showed up for an appointment supposedly fixed. But of course, since the operator told me that the intervention did not require my presence and was done from the outside, I wasn’t there. Unhappy return to the store. And there, the salesperson leaves me hanging with my phone and doesn't come back. Another seller shouts at me because I called for him. And the manager in all this?.... invisible!!!! I know who he is and I caught a glimpse of him and didn’t even ask for him. It's just a waste of time. A lady present tried to talk to him to complain about the same technician but..... no comment. I want to complain of course about my unfortunate experience at Orange Belle Épine but my friend tells me that the Bordeaux address gets no response. Would you happen to know another one... I refuse to be spoken to like that. No way!!!!
Hello....
It should also be added, and not least, that you pay this ISP a certain monthly amount, one of the highest.
The latter uses DLM to address its technical issues, in order to deliver: synchronization, speed, and provision of its services.
But this system slows down and/or reduces your ADSL connection, and sometimes even prevents the service (Internet, VoIP, TV) from being delivered.
In short, you are being robbed; I don’t buy a whole baguette only to receive 50% of it.
I invite you to check this topic to better understand the phenomenon:
http://www.forum-orange.com/forums/viewtopic.php?id=17868
It should also be noted that FREE previously used this system and ended up in court with several complaints; since then, they have opted for a different technique that is more aligned with customer needs.
This information comes from a former tech from the network (still disgusted by the practices of this ISP, which has learned nothing from FREE).
For my part, I am not with Orange.....
To the discerning consumer....
It should also be added, and not least, that you pay this ISP a certain monthly amount, one of the highest.
The latter uses DLM to address its technical issues, in order to deliver: synchronization, speed, and provision of its services.
But this system slows down and/or reduces your ADSL connection, and sometimes even prevents the service (Internet, VoIP, TV) from being delivered.
In short, you are being robbed; I don’t buy a whole baguette only to receive 50% of it.
I invite you to check this topic to better understand the phenomenon:
http://www.forum-orange.com/forums/viewtopic.php?id=17868
It should also be noted that FREE previously used this system and ended up in court with several complaints; since then, they have opted for a different technique that is more aligned with customer needs.
This information comes from a former tech from the network (still disgusted by the practices of this ISP, which has learned nothing from FREE).
For my part, I am not with Orange.....
To the discerning consumer....
Hello Cécile
Don't worry, you're not the only one having this kind of troubles with Orange; you just need to take a little tour in their stores where desperate customers are lined up with their malfunctioning liveboxes under their arms!!
Not to mention their completely useless and expensive call centers!
Olivier
Don't worry, you're not the only one having this kind of troubles with Orange; you just need to take a little tour in their stores where desperate customers are lined up with their malfunctioning liveboxes under their arms!!
Not to mention their completely useless and expensive call centers!
Olivier
Yes, I have the same problem, one moment I'm told that it's the phone that's not working, the next it's the Livebox, two technicians have come and gone and it still doesn't work... I was given two free months and 120 minutes of calls to use within 60 days (mobile, of course) and the landline still doesn't work, and the TV is not great! And today I no longer have access to my voicemail... strange! I'm told that I have to wait for a complaint to be made!
ON 16/01/2013
Hello,
We are very unhappy with ORANGE's attitude. We have sent you several registered letters to which you have never responded. In April 2012, you offered us a new unlimited plan at €69.00 excl. VAT/month, which we accepted. We called you in July 2012 before our departure abroad, and you confirmed that it was a
fully unlimited plan, including abroad.
Unfortunately, the bills for July and August 2012 amounted to over €1000.00. After our complaint, you issued a credit of €189.20. Disagreeing with this, we only paid the €69.00 plan. Instead of responding to our registered letters and offering a fair solution, you simply cut the line in December 2012. As a result, we had to pay the full amount to recover the professional line of the manager.
This is not at all commercial towards a long-time customer who has always paid their bills for all their lines with ORANGE. We ask you to reconsider your position and issue us an additional credit.
If you do not make an effort to rectify the "false" promises of your employees, we will not hesitate to go to the competition, for both professional and private lines, totaling 5 contracts.
Hoping you have the decency not to lose another customer.
Sincerely.
Hello,
We are very unhappy with ORANGE's attitude. We have sent you several registered letters to which you have never responded. In April 2012, you offered us a new unlimited plan at €69.00 excl. VAT/month, which we accepted. We called you in July 2012 before our departure abroad, and you confirmed that it was a
fully unlimited plan, including abroad.
Unfortunately, the bills for July and August 2012 amounted to over €1000.00. After our complaint, you issued a credit of €189.20. Disagreeing with this, we only paid the €69.00 plan. Instead of responding to our registered letters and offering a fair solution, you simply cut the line in December 2012. As a result, we had to pay the full amount to recover the professional line of the manager.
This is not at all commercial towards a long-time customer who has always paid their bills for all their lines with ORANGE. We ask you to reconsider your position and issue us an additional credit.
If you do not make an effort to rectify the "false" promises of your employees, we will not hesitate to go to the competition, for both professional and private lines, totaling 5 contracts.
Hoping you have the decency not to lose another customer.
Sincerely.
Tell me Scaravenger, you're pretty nice to internet service providers, do you work in that field yourself or do you have shares in Orange??? lol
You say the service is generally good, but I have two people in my circle who are getting internet access and they’re struggling to set it up, I must be surrounded by black cats, are you going to answer me!!!
Especially since I don’t live in the middle of nowhere but in a "unbundled" area where 2 megabytes could be a reality, I’m not in the far reaches of Lozère (I have nothing against the far reaches of Lozère) but I live, go on, guess which city, is it ironic????
At Orange, the problem must come from the Orange technicians, they’re not in a hurry to solve your problems (lol) With this last joke, I thank you again.
When I say they're all good, in fact, when you read the forums, you realize that there are dissatisfied customers everywhere.
Some are happy with Orange and disappointed with Free, others are satisfied with SFR and disappointed with Orange, etc.
In my opinion, the operators are all the same and on average they provide a decent service for the general population... which doesn't prevent occasional big blunders, like the one you just experienced.
- one of the most expensive subscriptions on the market.
- one of the highest costs for customer service, plus you have to call at least five times to get a competent person.
- any technician assistance is charged quite expensively
- the equipment is outdated
- very poor quality of infrastructure for high-speed fiber, often the ADSL speed is much lower than what is advertised.
In conclusion: We pay a very high price for mediocre service!