Orange
Reviews and Complaints

To Customer Service
My name is Anastasia Elguindi and I'm First Class client in Orange mobile for more that 10 years.
My mobile number : +[protected]
I got for 3 years Orange DSL.

I travelled for a 1.5 month abroad and before travelling I went to Maadi Orange DHL branch to pay all the bills and to freeze my account from 23.06.2019 - to 06.08.2019. For 2 weeks now I recieve messages that I have to pay the bill, otherwise the service will be cut.
My number for DSL [protected]
I tried to contact Orange DSL, its didn't work out.
Please check this matter
Waiting for your answer.
Thank you in advance.
Anastasia Elguindi

Dears,

I recharged my balance on March 21st through Orange website. the transaction was successful (attached) and amount was deducted (attached the bank statement) but I didn't get the balance so far. On the same day I recharged a gain from fawry to renew the bundle. I need to recharge my account with the 100 LE deducted. I am really dissatisfied from the very poor service standard I have encountered. I communicated the customer service over 12 times and the issue still exist. My phone number is [protected].

Hello dear,
Im sending this to complaint for my prepaid number +[protected], im outside egypt since 13 april 2019 and im traveling abroad in regular basis due to my job since 12 years back and its the second time im observing this unacceptable action by deducting my balance for "international internet service" and I know very well that I never used internet abroad because simply im working as radio frequency engineer and cell data button is always off since I step to another country and still im receiving those funny sms that you have used the internet (with no specific info) and even your mobile app doesnt show the data traffic trending to show at which thing is used (which is totally not correct as well). Dears simply I have my own local sim card in europe which allow me to use the data, but im just keeping my egyptian sim card on because last time you switched off all the service and and sold out my line without even informing me. Please can you respect your clients more and be more honest of data traffi and usage, I dont have to say that im working with european customers in the telecom field and i've used more than 15 different sim cards all over the world and i've never seen such behavior of disrespecting the users?
Please feedback to my case
My intentional phone: +[protected]

Dear Gents,

Kindly I would like to notify you that before a week or so I upgraded my dsl speed from DSL 150 to DSL 250 that gives me up to 15mps 

Yesterday I contacted the hot line and the agent was very helpful and professional and she notified me that I am right that the speed that coming to me is less than 5mps and she made request to speed up my demand to upgrade my speed.

My name is Constantinos Periphimou 

And the phone number(landline) of the service is 

0224184620

My phone number is [protected]

Kindly speed up the process and update me with your feedback 

Best Regards

P.s
I called again the customer service and the there is appreciation

I complained on services was adding to my line without my approval that deducted my balance from unknown numbers which consider commercial fraud from your company to their client to collect money from their balance without any truth dues as I complained on 28th March 2019 on 35 Egp was deducted from my balance and after complaining they found that there is 2 services deducted the amount without my approval and I confirmed to cancel all the services on my line and amount of 45 Egp was refund on 6th April and confirmed that there is no other services, after that in 11th April I recharge by amount of 7 Egp (net) so my balance should be 40 Egp and on 14th April I recharge again by amount of 7Egp(net) and when I checked my balance I found that I had 7 Egp only instead of 47Egp as I was think
Noting that I didn't use the internet or open my mobile data from this line
I contacted the CS again to check where my balance but I was stun when they confirmed that I was subscribed in games services that deducted my balance for second time without my approval that waht I called it is a theft and i was very upset as I know from my first complaint that only 3 ways to subscribe in this services and I really didn't do that what your customer agency need to convince me by it.
I do my second complain yesterday after shouting with your CS as he wasn't need to do it in the first.
Knowing that it is not a professional way to handle a complaint without time frame as happened to me in my first complaint .
My first complaint no is 1-[protected] dated 28th March
My second complaint no is 1-[protected] dated 14th April
My mobile no is [protected]
My name is Sara Eid Mohamed
Noting that this case was happened with my mother with the same reason of game services noting she is an old women and didn't use or know anything about this games or this services
It is a company attitude to do it with the clients
Thanks and waiting your soon feed back urgent

This is magy makram ibrahim, a client at your company in egypt for over 18 years and this I am what you call a first class client.
Yesterday I bought two lines for my kids but the lady at the customer service had no clue what she was doing. When I went home she told me the line will be active in an hour and three hours later only one line worked while the other didn't. I tried calling customer service they had no clue.
So today I decided to take my daughter and go solve the problem from the same orange store I got the lines thinking it was easier. (heliopolis - midan el esmailia branch)
I stayed for one hour with a lady who had no clue what to do, then she asked for assistance from a fellow worker called karim ismail who called the lady who did the contracts by phone and told her that she did a mistake and that she should have grouped the line so they can both work and so on.
After he hung up, he looked to me and said nothing is wrong with the lines, that's how it's supposed to be, both lines can't work the same day so this one worked today and tomorrow the other line will work.
I was in complete shock, why are you lying? I told him you just explained to the lady who did the contracts that she did a mistake, you could have simply apologized and said we will fix it. And before I knew it, he totally flipped, he started swearing at me, and that I had no idea what I am talking about and when I asked to speak to his manager he even flipped more and raised his voice and when I told his manager he shouldn't be in customer service as he doesn't know how to deal with clients, he said I don't see any respectful human being in the first place to deal with!
I was insulted inside your respectful orange shop. I am going to the police station and will file a complaint against him and against the company if no action is taken against this employee. I was traumatized and humiliated in front of my little girl.
Even the manager of the branch couldn't stop him or do anything.
I couldn't stop myself from crying all the time I was there, till I went home.
I can't believe that a simple act like buying a line for my kids would turn out into me being completely humiliated for no reason!

Having been told by the sale rep that the total cost would be 51.95 for home phone, broadband and mobile and this included 100 min free calls in Europe. I asked her twice if the total each month would only be 51.95 euro she explicitly state yes.
When my first bill arrived it was 63 euro so I rang them and was told it was because I rang uk and I was informed if I pay 1euro extra a month this would cover the call to uk, so I agreed.
My next bill arrived yesterday and to my horror it was 87 euro. I again rang them and again they said it was uk calls and messages. So why have I paid extra? They do not ever give straight answers and have given force information and when I asked to speak to someone in authority I was told nobody was available, and to cancel the contract would cost me 63 plus euro.
I am digusted with orange and am now tied in until november, I think they are nothing but con artist.

I have been complaining for a year about being overcharged every month. I have telephoned, written e mails and called into the Orange store where l have my wifi provided, mobile and landline package. My mobile is [protected]. My e mail address is [protected]@ outlook.com. I am paying 100€ more every month for over a year. I need this resolving and refunded. Can you please check if l am paying for 2 accounts?
Kind Regards
Helen Leigh

i asked for a domain registration on the 1st of October, 2018 it took 8 days to get the invoice, now its 9 days since i deposited the amount in your bank account and emailed a photocopy of the deposit slip to the account manager, yet i didn't got my domain.
i sent him more than 7 emails since without a replay, i called the customer service 4 times and nobody did anything they keep asking for more emails!, then the last straw was when the customer service gave me a new email address to forward the messages to, to find the problem and sort things out, when i forwarded the messages to that email it returned with an error saying that the email box is full !
here are the invoices and the slips

Invoice-29456 for domain ketabteria.com - deposit slip no. 355037
Invoice-29457 for domain egythoth.com - deposit slip no. 355038

I left my previous ADSl provider on August 11, 2018 and received a call from Orange to subscribe to their ADSL. I was told that when I received my cancellation number from my previous provider, I would have my ADSL in a maximum of 5 days. On August 14, I called to give my cancellation number. I was informed that they had it and were working on my subscription and I will receive a call from their technician to install my router. I asked if I was required to make any payment and I was told that I could pay when my router was installed. On August 25th, I tried to call the sales person and the numbers that had previously contacted me to subscribe and received no answer. I called Orange hotline and they told me to contact the agent who was handling my ADSL. I had no idea I was dealing with an agent and not the Company up to that point. I informed them that their agent was not answering my calls and they confirmed the same and told me they would submit a complaint and told me to pay for my subscription so that the agent could install my router. I called again asking for other numbers for their agent and they gave me 2 wrong numbers. When I was finally able to reach the agent on the old number, he told me I was calling at the wrong hours … Incredible! He knew I was calling them and never tried to return the call the call back! I informed him that the Orange hotline told me I had to pay first before the router was installed contrary to what he had previously advised me and asked why they had not installed my router. He informed me that prepayment would have expedited the process and that he decided on my behalf, without referring to me to postpone my subscription so that I could get the new promotion package that Orange was going to advertise. At that point, I simply told the agent that I am no longer interested in continuing with Orange. His reply was that I should send him a copy of my ID, which they did not have before and that my cancelation would take from 5 - 15 days! This long to cancel a service that was never initiated to begin with! I wrote a bad review on Orange facebook page, which by the way, they removed adding reviews since they were all negative reviews and I received a Facebook message from them saying they would have someone from their sales team contact me. I replied that I was not interested in their services and just wanted to get my cancellation number. The next day, a sales member called me to try and change my mind, but I was fed up with their lack of integrity in their commitment to their potential clients, miscommunication and finding it hard to reach them to follow up and insisted that I just wanted my cancellation number and I was not willing to wait for 15 days. The sales member told me told he would try to expedite my cancelation. I sent a what's app message to the agent the next day asking him to send me the cancellation number once done and his reply was cancellation will be done in 15 days! I have been sending daily messages to Orange on FB to resolve this issue and lastly on Sept. 9, they asked me to make my request urgent and they would follow up in 24 hours! This is the worst customer service and client care I have encountered. They have no respect whatsoever to their potential clients!

I've request from customer service (16333)to provide home 4G on 11 june 2018 you can hear a message voice advertising you can recive it less than 48 hours, but CS said after 4 working days, i agreed for that but till 20th june i'm still contacting them & everytime they said we will convert your call to special dept, then they said that many emails have been sent and someone will contact you shortly today, no body calls me and i didn't recieve any feed back, its first time to deal with orange and will be the last time, i'm vodafone and will never try to use orange anymore.

Simply the worst customer service i have ever experienced in my life . I made a top up on 3 occasions the 10th, 18th, 20th of June of 40 pounds and the top up i made on the 18th hasn't been reflected on their system, However i got a confirmation text from Orange confirming thag my bundle has been renewed but it didn't !
Called their customer service they never listened and called me a liar as well spoke to a supervisor ( Hany El Shafay) who called me a liar as well even though i went to the store and showed them the text message i received on the 18th and they acknowledged that but they told me you have to wait 24 hours to get your right back !

I've submitted my complain severaldays ago and up till now all what I got whenever I call to check is (technical support is looking over your complain)

trying to use my usb I got a massage that I've to recharge to be able to use it?.!

actually my paied pacage included this service... so how come?

my need to internet is very urgent as the only alternative is to stay at work till late and even during Friday's..

I feel very bad about the provided service as it took too long to solve the problem

finally I'm sorry to state that I consider this as a bad service, something that had never had 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

my phone number
[protected]
eman Hashim
intercap canada general manager

Number: 02 [protected]
I have been having unstable connection for the internet for the past month and tried to fix it with the customer service for a month now back and forth telephone calls and waiting time on the phone for very long time yet nothing was resolved and at the end the customer service suddenly discovered that the land line is damaged and needs to be changed which also turned to be wrong as all the building has the same cables and no one is complaining of the internet service except my apartment.
I Need someone professional to handle this case and be able to give a correct analysis for the problem as I have been paying for all the past month and I received no service and no solution.

I am Nermeen Sayed Soliman "used to" be the owner of this number [protected],

Orange's side canceled my number 2 weeks ago due to not sending or receiving any calls for 3 months as they told me

Which is totally wrong, I received my last call 3 weeks ago very normally.

I am wondering how can you delete my number without notifying me that the number will be deleted?

how can you do such a thing to a client used to have this number for 7 years without even notifying that i have to make a call to keep the my line working?

You kept sending SMSs about offers and blah blah blah and notifying me that my line will be stopped you didn't?

I do not want my line back, , i just want to delete my Whatsapp account connected to this number as it is really an emergency matter.

I am waiting from your side to get back my line working even for 1 hour to delete my Whatsapp account and you can stop it again.

Hi

I charged my daughters' mobile lines with EGP 200 yesterday at Orange Abbas Elakad branch in Nasr city.

I requested renewal of the credit expiry as both daughters are abroad and on roaming service. That should cost 40 LE each. I discovered that those 40 LE have been deducted twice from both lines. This means that orange has charged me twice for the same service with an extra 80 LE.

I visited the branch today and they said that they are not in a position to correct their mistake, as the credit has been already deducted. They confirmed that it has been wrongly deducted twice though!

For your kind action.

I can be contacted on ‭[protected]‬ for any further details.

Thanks and regards,

Orange Holiday is a scam. Do not support growth of a company like this. I have never encountered anyone this rude and inconsiderate. Worst telecom experience I've ever had.

This would have been a great Eurozone sim except for one big issue: it will suspend services in 15 days if you don't register the simcard either by mail or online. The most annoying this was that when we first used it, it gave us a bunch of very unnecessary links nd sms that did not inform us about registering it to keep it working for more than 15 days. The shop where we bought it did not inform us either. I bought an open packet of Orange holiday, the staff took the card out and handed it to me to put it in my phone. I asked if I can easily top it up online (because if not, I would have bought a voucher right there) and he said "Oh, it is easy. You can do it online." I handed my passport to him because normally, in places like Singapore, Thailand and other countries, they will ask for my information to encode it in their system. The staff said, he doesn't need it so I only paid 50 euros and got going. I just learned online today that shop staff where you purchased it could have helped you register it to avoid this issue. That staff was not helpful at all.

So I was in a hotel with no wifi because my husband booked it and missed the wifi information. I went to a restaurant to get wifi to register my Orange sim online. It went through successfully and said we will receive a confirmation SMS soon. It has been 8 days now and I still don't have the sMS and can't still use my simcard. I sent them a separate email to call me and help me to get it to work. It said agents will try to reach me within 24 hours about my case and it took another 24 hours after I re-sent them email to nudge them, no one has called me yet. I did get a terse reply that it takes 10 DAYS to get my coverage activated again. 10 days is too long for a 30 day traveller. after you sent them info they need so fast, it takes them 10 days to reactivate? As simple thing as that? And no, you will never get hold of a real person to help you. Never. That is how rude they are. Note that UK and France doesn't have that huge time difference for them to have huge delay on calling their subscribers. I wonder why. Even Vietnam has superstellar service compared to that trashy, ultimately low-level company service etiquette of Orange. It might be the worst telecom customer service I have ever seen in my life of living and travelling internationally.

The packet of Orange Holiday looks like this.

There is no information about importance of activating it within 15 days (before it gets suspended) if you plan to use it more than two weeks. Front and back of the packet did not say anything about it. The card that actually says something like ‘mail this if you want to keep using your card for more than 15 days' is inside the packet. People normally don't open manuals and such. I know I should have but it was not very considerate of Orange to NOT remind us at all many times in other ways about registration. We were in other country trying to find our way to places and suddenly our internet stopped working for mapping. The worst part is that, it was all going ok and in the 14th day of usage, we even went online to top up 15 euros so we can keep using it. It went through! The next day, we lost our coverage. We could not make calls or be called. This could have been avoided if Orange were kind and designed better to remind us in the following manner:

1. Put a "activate online within 15 days if you want more than 15 days of coverage" sticker outside the packet.
2. Instead of sending us bunch of unnecessary SMS like links that we can't open anyway, send us a reminder that "if you plan to use Orange Holiday for more than 15 days, register your sim immediately"
3. Why let us top-up if you will suspend the card the next day? Before letting us top-up, put a reminder that "For Orange Holiday that will be used for more than 15 days, please register your information at Orange.com before putting more credits."

I felt betrayed because I knew that I can use it for 14 days until the credits expire. I topped it up to be able to use it longer. I spent 15 euros and wasted it and it got suspended the next day. Moreover, before suspending my account, it said "register your orange holiday if you plan to use it for more than one month". WTF. They suspended mine in 15 days. They were giving out wrong instructions. I hate them.
Please consider this improvement. Orange Holiday will then be the best EU network provider for tourists. It is hard to recommend it because of what happened to me. It almost spoilt my trip.

Iam Nayer Takla who is Authorized on the account of
جمال شكري برسوم و شركاه
I had a call from the credit department that I have two bills on the sub account I have to pay, this call was on 4th of January 2018 .
She promised me to pay one bill shortly and the second on the 20th of Jan 2018.
I didn't go in the next three days as I promised here due to Christmas holidays and the lines was cut yesterday.
I went today to Abass El Akkad street branch Nasr city, having a number of P077 at 9.00 PM but the girl there refused to make me pay the first invoice and then returns the lines and the credit department is off until Sunday .
She told me I must pay both, I told her that the credit department promised me so but she said that may be the girl from the credit department forgot to leave a message on the system . and she refused to return the lines .
I didn't pay anything until I can contact your company . I tried to call 16250 from my other line but no answer and I spend 14 minutes just hearing music .
I am really disappointed as the promises is not fulfilled and I want to raise my problem to France Telecom too not only orange in Egypt .

I have noticed that the orange stand at marsa alam international airport displays incredible prices for internet such as 3 GB internet for 1 euro and 20 GB for 5€ that's equivalent to 100 Egyptian pounds. And a lot of foreign tourists get cheated every day because when they buy the orange sim card they discover that it's only loaded with 50 mb and not 20 GB as displayed and as they've been told by the sales man which is total ripoff and a very bad image for Egypt and brings very bad reputation for orange world wide .
After checking with the airport authorities I discovered that it's an official agent for orange Egypt company and it's called kalemny shokran and run buy a guy called said from elqusier as well all there sim cards are already activated with falce identity with from my undrestanding is highly illegal in Egypt.
I have included a picture of the stand witch clearly shows the falls prices and bundles and will write an official report at the airport police and the morfak elqawmy lel etisalat and the ministry of tourism and several Egyptian newspapers as well as the head office of orange in the UK.
I hope you can take a quick action to save many tourists from being rept off.
Kind regards
Seifein shafik

I didn't receive the september detailed invoice which was too much exaggerated as it was 800 le with an average of 350 for my monthly consumptions and ofcourse I didn't pay it because its my right to receive the detailed invoice and now you disconnected the service while I am on a business trip, this is totally in acceptable and unprofessional for a vip customer like me who have been loyal to your company for more than 10years ! I am totally disappointed and outraged.. please open the line immediately and let someone from your company call me.