EE Reviews 1,028

You don't have to search very hard for a poor review of Orange customer service on the internet - in fact, all you'd need to do is visit their FB page, let alone review websites, and a countless number of websites actually dedicated to making the nation aware of how bad Orange's customer service is.

The FB Orange Helpers try their best, and they're far more pleasant to deal with than the call centres in India, Scotland and the Philippines. But their information is rarely correct - or, at least, it's at complete odds with what telephone service will tell you.

There are countless stories of bad experiences, so I won't recount mine in detail. Suffice it to say, after years with Orange, and frequently being reduced to tears of frustration while dealing with their incompetence, I am desperate to leave and am currently embroiled in trying to exit my expired contract and unlock my phone (they don't make it easy).

I'm sure no phone service provider is perfect, but anything would be better than Orange, and I can't wait to change, even if it does mean not getting as good reception in the countryside.

My advice to anyone reading: Unless you're the world's most patient person, stay well away until they recognise their shortcomings and do something about it.

After many years of service I moved house to an area with very poor signal. Orange said as I had been an excellent customer always paying my direct debit on time that they would send me a booster box. A day was arranged for delivery, I waited in but rang to confirm it was the correct day at 4pm the operator spoke to the couriers who confirmed the box would be with me by 6pm (this was a lie). At 6pm I rang back to be told we have lied to you there was never a box ordered and actually you are not entitled to one unless you change your tarrif!!!! This company lies and their customer service is disgraceful they have become rude and arrogant!! There is plenty of competition choose a different company or you will regret it if you have to deal with the customer services!!!!

Been Customer since Summer 2012, have had multiple issues with network failure, loss of signal, faulty iPhone (apples problem they say) and never ending VERY VERY POOR Customer Service. Absolute horrible Company, rip you off, never resolve issues and rather tellingly … when you search site (like forever) to find contact form to file an official complaint - there is NO option to copy email to your own inbox. Screen shot only option and btw, I have never recv a reply to any complaints. Now they send threats of legal action. I could make this a mile long, but just don't waste yr money on Orange / EE. Its only one way - what benefits them not you.

On the 4th July 2014 I cancelled my contract with 30 days to go which is stated in the contract. They said I would get a sim card in the post which will be a pay as you go sim. But i never got this sim. But this was just the first thing on my mind when i wake up in a morning. Its taking my medications and taking my son to school but lets get to the point if i got vote no stars or minus i would. So on 13th october Orange sent me a letter i got it the 20th 21st i rung them to see why this letter says i owe 142.53 and i got no where i was talked to like a child and when i said i didnt understand she said do you understand or not. I said no im sorry i dont. She said well if you listen you owe this money because you didnt cancel and didnt update us with your sim we sent you. I told them i didnt get a sim and she still argued and said i did and she can see i did. But i didnt and i expled to it. I had been very ill with depression axenity and o.c.d im in doctors and couciling once or twice a week and i also hold a job with looking after a 4 year old and the women if i can call her that called Samantha but she first informed me her name was stacey but changed her name when her attuide changed. She laughed and said of course you've been ill just pay the bill or your credit history will be ruined.she told me also i would get another sim in 3-5 working days it is now 30 so maybe i dont understand dates or its my none mental illness but i think thats nearly 10 days.

When Orange started they were new and there customer service was great, they were the first company I had a mobile phone with and they have had my business almost since they started. That's about 20 years.
Over the past few years the quality of the customer service has got worse and worse, and now despite my history I am moving on. Why you ask?

Well the gratuitous overcharging for extra minutes is simply beyond belief. I call up to complain and get an Indian call centre person (who I am sure is lovely, but struggles with English as a language) get transferred to Barclaycard Technical Support - who strangely can't help me. Call back again and they put me through to billing who agree to help and then cut me off. They don't call back even thought they know who I am and have my number. Just couldn't face another 20 minutes on hold being told how they didn't expect many people to call them today despite lots of people calling them every other day......hmmmm

Next step - fill in an official complaint on their website and a complaint with OFCOM and you think that might elicit a response - no not a bit of it - glorious silence. Just waiting the 7 days so I can complain to the complaints service approved by OFCOM.

Such a shame that a good business is being destroyed from within by greed and stupidity. Poor customer service and excessive charges don't engender repeat business.

Thinking of going with EE. My advice - really don't you will spend half your life listening to recordings saying they are experiencing higher than usual call volumes. Hmmm - It is not unusual when it happens all the time chaps.

Think you wont need to call them - Oh guess again. They have randomly cut my broadband off and then refused to reconnect it for 14 days (for fictitious regulatory reasons) until I threatened to doorstep their CEO when suddenly it wasn't a problem any more. They shut down datacentre equipment with no notice and have taken to frequently and periodically shutting of my broadband at the exchange meaning I have to reboot the router several times a day.

Orange - reading this? You know my number - try calling it. I won't even make you wait 20 minutes before I pick up.

Called about our internet that's been down for a week now. We realise weather does its part so we've been patient about it being fixed soon enough. Thought I'd give a call today just to find out what's going on, and maybe they could give me an explenation as to why the Internet is still down. After speaking to the third person I realised there is no point to bother because the person on the other end simply won't understand what I'm saying and frankly, he made no effort to speak English in a clear manner so anyone not so familiar with heavier accents would understand. Aweful customer service. Guess we'll continue paying for nothing.

After my contract came to an end they continued to charge the full amount. I then phoned up to renogiate a deal and they made me an offer which I was happy with. They then charged me more than the agreed Tariff. Of course it may have been an isolated case of one employee misleading people, but looking at the other feedback here it doesn't look like it.

I wouldn't touch Orange with a barge pole now - they are expensive if you go over the std limit they charge a fortune for roaming abroad and once you have left them it is really REALLY difficult to get in touch with them to query final bills. Also you cannot access your account online as it doesn't recognise a closed account.
Load of rubbish

After being lied to in the shop that Orange will directly pay my transfer costs from BT, I have now been chasing up the refund of £100 for 5 months. I have literally spent hours on the phone and been told so many different stories and made so many assurances, that I am wondering if they actually train their staff to lie. When I finally managed to speak to a manager, he didn't call me back as promised and any assurances he put in place were not carried out due to some lame excuse about a new spread sheet having to be made. I never thought customer service from such a big company could be so consistently dishonest and unreliable. If not received in the next 10 days (as promised again), I will be using the Ombudsman service. I am so disgusted at Orange.

In a market saturated with bad mobile phone networks, Orange is the standout leader when it comes to bad service.
Their service consists of:
Poor call quality
Edge internet service
Epic waits for their customer service department.

It took ages to get through and when I did they were not helpful!

Orange customer service is a joke. I was kept waiting listening to goddam awful music for over 20 minutes before being cut off as the service advisor answered. This was repeated again before eventually after another 20 minutes, I was put through and offered a special rate for staying with Orange. Normally I would have accepted but after this customer service fiasco - no way.

I am not usually one to write reviews, but their service is so unacceptable that it warrants this review. Every single time I call their customer service line I have to sit and endure at least a 40 minute wait on-hold. 5 weeks ago, I called them up, waited this time, and wanted to make an alteration to my account holder details. The call itself was pleasant and he ensured me that all alterations were made. Today I rang up to cancel my account, waited the 40 minutes again, and was informed that I was not able to cancel my account because I was the named the account holder (even though we had changed this 5 weeks ago). The previous account holder then had to sit and wait to get through to them to cancel the number. They also increase my bill every other month even though its a 12month fixed contract - nothing to do with my overusage. Other family members are on O2 or Tesco and never have they had any issues such as this or such long waiting times. I suggest that you NEVER get trapped and join this frankly AWFUL network.

for 2 weeks I waited for my upgrade from EE kept telling me dates then changing them because of different excuses every time!! so I decided to Cancel my online order and go to the shop near to me and get it from there (thinking it's quicker) but the shop was closed due to short staff.. But they still decide to send the phone!!! phoning and phoning countless of times, waiting really long lengths of time to wait for someone to pick up.. They then say the person that I need to talk to is on another line, they'll phone me back & when they do half the time don't give me time to answer or when I do answer they just hang up.. So I am now currently on O2 network which is 20x better than EE really quite upset about all the hassle I've been put through! Been waiting for a phone call for 3 hours now to send back the phone which you guys have sent me, I don't want it now and I've already canceled my contact which you people say I have to wait 30 days! Terrible customer service!!!!

If you want to get in more problem and pay huge bill only then you take their sim. Everything everywhere means taking charge from everything and everywhere if you have used also.
Customer service is full of lier. Sometimes say something and next day something. They don't keep any thing in record.
Ee is like money sucking lEEch

The worst customer service i have ever had. Got a bill for £43.00 line charges even though i have not been able to use my phone since July when they cancelled my sim when i said no to an upgrade.Tried for weeks to get it sorted and gave up in the end got another sim from the store and put it in my old phone.Spent over an hour trying to cancel my contract to be told i will get another bill in 30 days time even if i can not use my phone. The bigger the company the worse the service i have been with orange for over 15 years when they were just orange and not part of EE they were really good. i have advised my family to switch when there contract finish. they do not deserve even 1 star

I have been with Orange for years and never had a problem until now. I moved abroad and kept my orange phone as it was still on contract early sept I called to see when I could cancel I was told to phone on 22nd Sept to cancel my contract as that was the earliest date. I am phoning them via landline from Australia as I cant risk turning my packet data on and risk big download fees. I phoned on
22nd Sept and after listening to messages for 4 mins I finally got through to the cancel my
contract section. I was greeted with a
message saying due to high volumes of calls
the wait was 1hour 30mins. That is
unacceptable for a telecoms company. I have
spent the last 8 days trying to get through and
have given up after waiting 20mins each time. There is no way of contacting them via email.
Under my account there is a tab for secure
mail but when you click on this due to
technical issues it is not working.
I have had enough with Orange ee I have wasted time and money and all I want to do is cancel my account.. It seems my only option now is to try writing to them and hope for a response.

Sadly orange/ee have really slipped in the service and customer care I joined orange some 15 years ago and have 3 numbers with them, my self, my wife and my father. I recently upgraded in a store and was told I was moving on to a better plan sadly not as my bills went from £200 per month to over £450, when I called orange I was told the shops work separately and they would not help as the shops earn high levels of commission.
I have tried to speak to orange about an upgrade - I know what your thinking why !! - but you can never get through on 150 and the new account website is poor.Shame orange don't monitor this site and try and come back with some help for everyone as they do on face book !

1 hour on the phone to talk to customer service to cancel 1 of our 2 accounts is unacceptable there was also a cut of in this time so had to go through the whole process again, will be leaving when the next contract expires.

Have been trying to reduce my plan for over a week. Spoke to 4 Indians advisors who all got it wrong then asked to speak to a manager (indian team leader) who said that what I had been offered was impossible (I have a text from one of the previous advisors confirming this offer). He was so rude and promised to call me back (within 72hrs) once he'd listened into the call but nearly a week I have heard nothing.
Thank God im out of contract now as I'm going to move to a company which has UK call centres.