Orange
Reviews and Complaints

Following the death of my husband, I have been trying, for the last month to receive a credit for compensation of charges made to our phone. The customer service agent, Wilmar, was most unhelpful, rude and arrogant. He would not listen and continued to talk over me. I have since cancelled my contract because of the stress and anxiety caused. This does not make it ok to simply forget about the monies due. I would very much appreciate some help with this situation.

Caroline Morrison NIE X7921111A

I received a letter from baliffs, (Jose Farasyn & Luc Katra) today, stating I owe you 35.76 euros. I gave you my Crelan bank details last month to pay any money I owe & pay my monthly bill.

Would you please explain how I owe you money when you have access to my bank account & why wasn't I notified of this payment? A payment for 35.76 euros will be paid from my US bank on 22-9-23. I have explain that I cannot set up a direct payment from this account.

Also I requested any correspondence to be in English, which has not happened.

Awaiting your response;

Regards

Charles Reyes

1.7475215

This is one of the WORST companies I have ever dealt with. The English speaking customer “service” (I use the term loosely) NEVER listens - they over speak you and even though I have asked them to please listen to my question they just speak very me (thinking based on previous documented conversations) that I am gong to ask the same thing when I am not. Today I was so enraged that the person would not stay calm and when I tried to speak over her (which was NOT my intent) she would not let me causing a huge argument. There is never a supervisor to speak to either

on April 21st I have purchased a SIM for Visitors' line Orange , in order to be connected during my stay in Jordan.

Data have never worked.

I have reached your office in Aqaba, in order to have it fixed, but they were not able to make it work. They have created a case for me. The support services have called me and asked me to turn my telephone on and off. With no result.

In the end I have been obliged to book a room in Amman in order to use their wi-fi. I spent 168,55 JD.

I ask for the refund of this cost I have incurred due to Orange failure to serve me, on top of the SIM cost, around 20 JD if I remember well.

Thanks,

Paola Fiodo

My husband and I signed a new contract with Orange in the beginning of September. The technician came after about a week to configure our router and provide us with our internet connection. After that visit, internet was working in our laptops and TV, however both our mobile phones had connectivity issues. More specificaly, most of our mobile apps (including Viber, Sodexo, Google Maps, Amazon app, Google Drive, Mobiliteit lu, Google Translate, etc) could not connect at all at the Wi-Fi network, but when using data they worked just fine, which means that the issue was network-wise and not app-wise.

So, we called customer service and they (a) mentioned that it is a known issue since many other Orange customers have complained about the same issue and (b) tried to do some reconfigurations on the router over the phone to make the apps work. After these reconfigurations, not only were the apps problems not fixed, but also one of our laptops and our TV could not connect to the internet at all (they could not even find the network).

So we called again and mentioned that the problem got worse that before after what they did. They then mentioned that they had to send a technician since the problem cannot be fixed through the phone.

When the technician came:

- we opened the apps and the TV in front of him to show him exactly what the problem was

- he went downstairs to the box and changed something on the box/did some reconfigurations (do not exactly what he did)

- he came back upstairs and we rechecked everything. Apps, TV and laptops seemed to work fine then

He then showed us a ticking box to sign that the problem was fixed. Howeverm, he did not mention that the document we signed mentioned that we were charged 150 euros for that visit. Only after signing the document we received an email informing us about the charge. Since he was still in our apartment, we stopped him on the way out to ask him about that and he called his supervisor and then he told us that we needed to send an email to customer service.

Since then, we have been in multiple communications with customer service. One of the advisors over the phone, while trying to explain us why we have to pay for the technician and not them, mentioned the following:

- We should have checked all our apps on his first visit and make sure that everything worked fine. This does not make any sense, since laptops and TV were able to connect, how would we imagine that phones would not? In addition, even if we did imagine that, it would have took way too much time and the technician had other jobs to do that sit and wait for us to do all the checks on all our apps

- The problem was some ports issue but still (somehow) it is not their responsibility since the rest of the internet worked fine. You are internet providers. That means that internet has to work. EVERYWHERE. Not just on one device and then consider yourselves done.

- He also mentioned that, when the technician came, he did the exact same thing as the first time. — > Then how came some ports were not opened on his first visit and then opened on his second visit, if he did the exact same thing? That contradicts with what he mentioned before. In addition, it doesn't make sense that he did the exact same thing but got different results, and I think you know that yourselves. He did something more, he did open some more ports, and he SHOULD have done that on this first visit.

- He then hang up on me by simply saying "We are already on the phone for 45 minutes, I cannot more time to spend on this, there are other customers waiting, good day".

After re-opening another issue through the platform for the exact same problem, the official written response for Mr. Loic Barichello was:

"Dear Mrs. STAVRIANOUDAKI,

We acknowledge the good receipt of your request and we thank you for it.

After a thorough study of your case via your emails and conversations with my colleagues, the 150€ fee is justified.

Following the attempt to solve the problem by phone with the technical team, the passage of a technician was necessary to reconfigure the connection. [ — > Yes, it was necessary since you were unable to fix the issue over the phone and you had to send for a technician, it was your call and your responsibility that we had issues in the first place.]

We have also been informed that our colleagues had warned you of the costs of this appointment when planning. [ — > No they haven't. They only mentioned before sending the technician that if he comes and we are not here, we will be charged 120 euros.]

The technician came to make your internet connection work again and also your applications were functional after his support. This complementary work is not free of charge. [ — > the technician did not come to make the internet connection work AGAIN. He came to make the internet connection work. Because it did not work from day 1 as it should, plus it did not work at all after Orange customer service did some reconfigurations over the phone.]

We also remind you that the signature on the technician's intervention form is a"read and approved"mention on your part [ — > We understand that but he never mentioned that what we signed was an aknowledgement of being charged, but an aknowledgement that the problem was fixed. We did not even let us read what we were signing, just showed us a ticking box on his mobile phone and asked us to sign.]

Following all these points, we can not make the reimbursement of the repair costs because they are justified.

If you have any questions or need further information, our team remains available at 606

Sincerely"

We find unacceptable the fact that we are being charged for something that is clearly not our responsibility. The router configurations are Orange's responsibility not the customers', and we should not be charged because the technician did not do what he should have done on day 1. He should have opened all ports to make the internet work on EVERY device, that is his job, that is why he is getting paid, so he is supposed to know what to do and do exactly that. More importantly, the customer service messed up the configurations even more from the phone when they made our laptop and TV not working AT ALL either. This is the reason that the technician needed to come. None of these issues is customer responsibility.

I would like to complaint and to retrieve the money you tooke from me.

You registred my private number as corporate on your system and you created a 3rd number withouth my authorization.

you send me bills that are not mine and in the top of that you left me hanguing on the phone with your support. I thought you were a serious company, I am very disapointed.

I am overseas with this bloody number from orange. I activated it to have my line active then I wanted deactivate the bloody subscription of hareefsafr they keep sending it didn’t allow me because you are thieves and want to steal all the money you n my account I need an immediate action and as soon as possible stating this hareef subscription is inactivated the number is [protected]

I tried repeatedly to top up my prepaid sim and kept receiving a notice that my request had been cancelled and that my credit card would not be charged. However, upon looking at my credit card account today, they have charged me 5 times for a service I never received!

These are the cancellation order numbers:

ORTP629099a0d4010,

ORTP6290a691b8a38,

ORTP6290ae16969a0,

ORTP6290ae8ebed38,

ORTP6290af5c2c9ba,

ORTP6290b03640bd3,

ORTP6290b18f780b4,

ORTP6290c40021c0b

I never received a confirmation of a top-up.

My package still valid 1 more day. I decided to renew it earlier, but after I renew the last package it suddenly reduce the valid's day to 0 day. I know some of you may be thinking this is my fault because I renew it earlier, no you are wrong, last month I also renew it earlier but the package' expired still remain as it was.
After I complained to a counter and contacting CS, the result still remain and I've lost my 25gb.
The system should be change, what the hell is wrong with the system

Orange services is very, very bad
Their router broken, and I lost my 42 gb internet qouta.

But they don't even fill bad and said I have to renew my package even though I can't even use my 42 GB balance internet before because the router is problem.

When I call the customer service, they asked me to go to the center nearby after we tried many ways to get to the connection but failed.

Then I go to the center, in my orange apps told me I have my quota balance 42 GB, and 6 October is the last day, and that day is 6 October, then I should still have active package,

But when I got to the center, that center told me that I got no package. So stupid, the system is [censored], in application and in center it show two different things! Easy to say, they (orange) end my subscription before my death line should be!

When I told them my problem, that center asked me to go to the other center.

When I go to other center, the person in charge is so lazy to even speaking, and he is deaf too. He let me wait for nothing to!
But I think, at lease, he told me that the router is broken, so I thought he understands me.
Then he asked me to go to other center to get the new the router.

Then went I go to that other center, and after they tried my router, it's really problematic, then that center told me to came back tomorrow after I get the call from the customer service because I have to wait for 24 hours.

What is this [censored], the center before just told us to go and get the new router, but then we have to go back for nothing.

Then the next day they call me but said the router is good so I can't change my router but have to paid 500 instead for the new package.

Then after I paid! The fact the router is still broken, the internet still not working, then they said I have to wait for 2 day😭😭😭😭
What is this [censored] orange?

You know what? I just repeat & repeat the same procedure wasting my money, my energy and the problem is still not solve.

Vodafone, Etisalat, WE are much better than this.
They always return our money if they are at fault.

But orange only want to take money but give the [censored] services.

I also heard the same problem as me from many people.
this is also their voices!
Do something for your own good, please.
Stop doing scamming like things like this

On the 7th of february 2021, I discovered that my cell phone account is being charged 1.5 l.E. On daily basis starting 18th of january 2021. When I complained to orange company they told me that I have subscribed to an online game called "gameloft"... Which I am sure that I have never did... I am 51 years old and work as university professor and I am not interested in games!
I filed several - pre paid - complaints on feb.8, 2021, feb.11, 2021 and feb.15, 2021 with the numbers [protected], [protected] and [protected], subsequently, denying subscribing to such game and requesting complete refund for whatever amount that has been charged to my account. Each time, the customer service personnel promised to solve the problem and get somebody to call me back... But never did!
I really lost confident in orange company and thinking seriously for choose another company that do not cheat on their clients and steal their money.

The worst internet provider in Egypt you company deserve 0 in NPS (network promoter score), still experiencing from low speed most of time from 4th December and your respectable company claiming that problem from telecom Egypt and issue supposed to be solved within 15 working days starting from 10th December but till this moment service still fluctuate
landline:[protected]
Mobile : [protected]

This is the fifth time I request that you stop sendig me those advertisement sms! on top of that your online chat service is [censored] & your employees are idiots who can't even speak english nor do their jobs.

In addition they've cut the chat off twice without any relevant reason

stopp those [censored]ing advertisement ms right nowwww

Hello Orange,
My name is Abdelghany Farag
i have been recently changed my line from Vodafone To Orange using the same number
after this i have asked to change my line to postpaid line after it was pre-paid line
but when this has been asked to be done, they cut the network from my line and said to me that it is normal to disconnect the line during the transformation process
my number is [protected]
how can i complain Orange Egypt as they are very rude in the customer service and also they don't help at all?

regards
dr abdel ghany farag

I have many outstanding complaints with Orange Egypt without any solutions till now after 3 days from the first one. Firstly, a branch refused to transfer me to "Eagle package with a bill " as he lied that it's only available at the main branch. Secondly, the system had been down when I arrived at the main branch.
Therefore, I tried to solve the problem by myself to transfer to (Dolphin 40 normal package) via Orange application which is full of bugs :) evidenced by when you subscribe to Dolphin package you find yourself subscribed to Internet package which is a considerable collapse of the application and leads to the untrust. In addition, my new package doesn't work after deducting the amount, and I didn't get the minutes of the package.
Thus, I called the call centre again for a complain which has been faced with an arrogance from shift manager Ms.Somia that it's impossible the application has bugs. Later, today, I found an announcement while opening the app from the technical team that there are some technical updates which in fact bugs. The result, They didn't compensate me with the deducted amount of my balance. They didn't feedback me with anything. They closed the old complaints after 48 hours without referring to me.

I'm sorry to state that I consider this as bad service, something that had never had a place when you were Mobinil but being orange we got that

May I wonder if the new management doesn't care about the provided service level!
Thank you for your concern
Regards,
Zeyad

1) My name is Magdy Keriakos. I'm travelling in Canada and have 2 SIM cards that the roaming feature was activated on both:
a) serial number [protected] for the line [protected]
b) serial number [protected] for the line [protected]

2) To keep the 2 lines (SIMs) active while I'm in Canada, I put the SIM cards and text from one to the other.

3) Last time I texted between the 2 SIMs in 2 phones (Samsung and Moto 6) while I'm in Canada was June 4, 2019. It was successful for both SIMs transmitting and receiving from each other.

4) Before 3 months elapsed, on Aug 31, 2019, I tried to do the same as in 3) above.
The SIM in 1)b) above was successful on Moto 6 in sending a text message but SIM 1)a) on Samsung did not receive that text message. The SIM in 1)a) above failed on Samsung to send a text message to SIM 1)b) on Moto 6.

5) I swapped the SIM cards on the phones, the SIM in 1)b) above was successful in Samsung in sending a text message but SIM 1)a) on Moto 6 did not receive that text message. The SIM in 1)a) above failed on Moto 6 to send a text message to SIM 1)b) on Samsung.

So, I concluded that the SIM in 1)a) above is FAULTY and thus need to replace it. However, I will not be back to Cairo until around Feb 2020. At that time I need to reserve my right to replace the SIM card free of charge and with all balance on the faulty one.

Please confirm the above on my account and reply to my email [protected]@rogers.com.

Thank you

Actually this is not the first time to see weird amount without justification in my monthly bill, but i hate to accept such treatment and find my self have to pay for service I don't know any thing about it,
I've followed the system and contacted the customer service but the agent couldn't Find solid reference about the amount and tried to skip the answer through giving very general information without justifying the reason behind the charge

So this will be my final try to get back what added to my invoice by mistake because I'm very loyal to orange and to line i using it from 10 years ago,

Appreciate recheck the added amount of 256 LE and remove from my bill as I don't know any thing about it .
Waiting for real feedback.

Thanks ®ards

Attached copy of my bill

You breach Egypt regulations in selling sim cards
I went to the store to find that there was a mobile nber was sold on my ID last may and I didn't get the full number from the representative and told him to deactivate the number
When I returned to home I called customer service twice, and not to find solution
This is FRAUD, and lack of security from your side this is breach for my privacy and security and I will charge you on that
It is really annoying