Orange
Reviews and Complaints

Every month we are been charged 0.60 for sms made to +[protected] by Orange. A few months back we enquired and we were told that it was a whatsapp number. I googled this and the number was not associated with whatsapp. I called the service centre back again and I was told it was an apple number, I called apple and they said this number is not affiliated to them. I called orange back again and they told me a different story saying it was because my son is using an iphone. Every month we are paying an additional 10 - 14 euros +21% VAT. The strangest thing, is that my son's iphone was broken for several weeks and he did not use his iphone, facetime or imessage. He used a phone which was an old model without facetime or update features. We just received the telephone account around the dates that his iphone was broken and he is still been charged for sms' to [protected] which according to orange is for iphone activation and facetime. I have asked if Orange can block this number and they are not able to assist us. There is no record on the sent messages that numerous sms' were sent to [protected]. As of today we will both save this number to our phones and block this contact number and we will wait for the next phone bill to arrive to see if we have been charged again for sms' to this number.

dear orange
many thanks for misleading official information and decision
as i requested to change to other network and submit many requests and your replay very very u professional as your rejection reason i i have one or more unpaid bill and its totally unaccepted as am on prepaid, when i ask help from your call center they answer with unprofessional and bad attitude
[protected]
14/06/2016

Dear Customer Service Team of Mobinil / Orange

Great Morning and Best Greetings,

Kindly I would like to inform you that on 24.01.2016 I canceled my contract for "Star 50 - limit" with cashier, Mr. Mohamed Ali Mohamed (ID: malym), in Mobinil Main Office Hurghada net to Abou Ashara, Sheraton Road, and had to pay 105, 00 LE for Invoice to migration to prepaid, which is not in correlation with law.

Furthermore the contract till actual date is not canceled from your site and I still receiving payment requests. I went personally several times to Hurghada Main Office which is far from my home to spent unpleasant time there with staff who have no knwledge about prdoucts, no knowledge of customer service and no knowledge of complaint management.

My issue still not solved since December 2015 and I am totally unsatisfied.

Moreover please note that all bills received after 24.01.2016 are not in correlation with law as contract was canceled on time accordingly and correctly from my site.

If your staff don't know there work it is not my fault! Do not put your mistakes in the responsibility of your customers!

Therefore I request a clearance about mention case ASAP!

Thank you very much, awaiting your answer.

With best personal regards

Mr. Mohamed Mohamed Hassan

Is this really the only way I can complain about Orange France?
My complaint is the help line offered is is let's say a proverbial joke in regard to customer service.
1, Why are French people calling an English help line? Maybe the French service is even worse than this service?
2, Why after listening to a load of ... are you thrown out of the line because the support operators are all engaged? (Numerous times).
3, How come in 4 years the default wait time is 10 minutes, is no-one working on improving the service? Hate to think what the average wait time is on the French service lines.
4, Why do we have to listen to a lengthy 2-3 minute advisory for French customers on an English speaking support line? Would it not suffice to initiate the call with press 1 for English and 2 for French?
5, Where can One find the correct contact to make an official complaint? Maybe someone is praising the lack of complaints by not having offerring customers the opportunity to complain. Simply amazing!
6, The Operators are fine, but simply overloaded and lack patience, who wouldn´t be!

Good Day;
I have cancelled internet service deliverded by LINK (MOBINIL) few years ago, now i am trying to get a service from another company, but they couldn't complete as the line is still reserved fom Link Co. I contacted MOBINIL many time to get my "Release #", they replied that i wasn't even a customer fro them as there datbase says. I confirmed the engagement with LINK from "National Telecommunication Regulatory Authority, NTRA). Returned back to MOBINIL (LINK) with this confirmation, but they denied any engagment.
I can't get the service unless "Link" give me the release #.

Internet Package On December 06 2015 I received message from mobinil to view my account if i have balance to renew my internet package & i recharged my account. today i received another message from mobinil for i didn't have balance to renew my internet package. I was surprised. Please, I want to know where the phone went balance.

- Mobinil Agent: Good Morning, it's ... from Mobinil, I am calling you regarding your complaint about the usage of the USB modem, I can see that the bundle is well added on you account and there is no issues on the line
- Me: how come and which bundle as there is no internet since yesterday and the call center told me that 5.5GB used in a week and there is no one at home except 2 days
- Mobinil Agent: If you want you can ask from the store a detailed usage for the USB
- Me: It's the way that you are handling the complaints! and it's normal to use 5.5GB in a week
- Mobinil Agent: Yes
- Me: ok it is better to de-activate the account thx
- Mobinil Agent: You are welcome and sorry for disturbing you

It is the third complaint regarding three different USBs usage with Mobinil and that is the way they are handling customer's complaints!

Chapeau for Vodafone Complaints center. I hoped that I had a good 3G network of Vodafone to avoid dealing with such other companies.

On July 31 2015 I called mobinil from dubai at 7pm in order not to renew my data roaming package after mid night, they informed me that i should call them on time to stop it as they can't stop it automatically at specific time !
I called them at 9pm again to stop it, and then all internet connections stopped.

On the August 1st morning I found my data roaming working, then I called them again to inform them that I am still having my data roaming service working while i already cancelled it, the girl replied that no its not working as per the system, I told her again that it appears on my screen and it is working now, she insisted that it is not working.

And finally after 1 month of complaint, a very rude employee from the complains department named ms. Alaa informed me that the case is closed and i have to pay EGP 6k because i only asked to stop the bucket not the data service, and the august 1st call was not recorded!

No one asked me if I am still abroad or not to mention that the data roaming will still be working after cancelling the bucket, while I thought its all cancelled as appeared after my first call. And I am sure that it was clear in my second call that I was talking about the data roaming, at least she could tell me the deference between them when i told her that the data roaming is still working.

my number is +2 [protected]

I signed a contract with Orange for two years under their plan Canguro, which is ADSL plus a mobile phone. This past month they changed the terms of the contract! They now give me more Gigs with my mobile phone, but at a higher price. They didnt ask me or even inform me before hand. It´s in the fine print of my latest, more expensive bill.

Their constomer service is horrible! They just switch around to different operators.

What can I do? Thanks

Back in May 2013 I made a big mistake and moved from Telefonica to Orange for their kangu bundle of ADSL, Land Line and Mobile and it was one of the worse things that I did because I was told that the internet performance speed would be the sam and it certainly is not

The connection speed is supposed to be 6Mb and shortly after installation I reported problems where typically at the same time each evening the performance drops off to less that 1Mb and they started testing, sent an engineer and decided that there wasn't a problem even though I had 5 months worth of performance statistics to prove this

I therefore decided to cancel the service and this is where the problems really began because they require that you cancel on the phone and then sent by post to Madrid a letter with a copy of your passport and NIE, which I did and they claimed that it was never received. So then I sent a 2nd copy, never received and over the last week sent 10 copies, which I can prove and you guessed it they claim to have never received the letter simply asking that I send more letters and refusing to help me

You cannot even take a copy into one of their Orange shops but I suppose while they continue to get between €120 and €200 a bill form me why would they want to loose a customer

This is supposed to be a technology company and you actually have to send them letters which conveniently they loose, not once but 12 times so far and there are other forums where this practice has already been reported

This is seriously effecting my business and my health and I have also posted this complaint onto their Facebook page because apart from driving to Madrid and hand delivering the letter I don't know what to do

التي توجد بة الشكله [protected] رقم الخط الموجودة
يوم 1/10 فجاة الخط اتوقف بعد تجديد باقة الانترنت و بعدها ب 3 ساعات تقريبا اتبعتلي رساله اني مع اي مكالمة حعملها من الخط ان الكالمة هتتحول لموظفين خدمة العملاء لمراجعة بيانات الخط وفعلا رجعت معاهم البيانات وكانت صحيحة لاني كنت مسجلها مع الشركة اكتر من مرة خلال الفتره اللي فاتت
وبعدها بساعة و ربع الخط بدا يرسل و يستقبل مكلمات لكن الانترنت مشتغلتش العلامه في الموبيل ان الخمة شغالة لكن مشبيظهر اي شبكة و كلمت خدمة العملاء و عملي شكوي و قال انه في خلال 24 ساعة حد هيتابع معايا عدت 48 ساعة محدش اتكلم اتصلت تاني و الرد هيتبعوا مع حضرتك في اسرع وقت و محدش اتكلم لغاية اليوم من اسبوع وصلت رسالة سيتم المتابعة معك في اسرع وقت وبرضو محدش اتكلم روحت فرع موبينيل صن سيتي الوظف قفل الوبيل و فتحه و مسح نقاط الوصول وكتبها موبينيل ويب الخدمة بدات تشتغل قالي اقفل الشكوي اكدت علية الرفض لاني اريد التعويض عن عدم الاهتمام و عن قطع الخط بدون انذار الخدمه من وقتها بطيئة جدا رغم وجود الموبيل في اما كانت بها الشبكة +
والان اقعت تماما الخمة بنفس العيب السابق ذكره اذا لم يتم المتابعة معي علي نفس الرقم السجل بالشكوي خلال 24 ساعة وتعويضي عن ذة المشكلة ساغلق هذا الخط الخطوط الفاتورة الثلاثة الاخري مع اسرتي ه H+

I’m a Mobinil client for long which I never thought to
change to any other competitor since I had good experience with.

I’m leaving out of Egypt which I used to visit annually, normally I keep
using my mobile during my stay. The phone number is registered under my cousin name
who keeps it operated during my absence to maintain the service continuation.
Last year, I was extremely happy when I was advised by one of Mobinil mall
outlets customer services that I can get lifetime service validity which will
allow me to keep using the same number whenever I want by applying for lifetime
validity. They had explained the procedure which I followed by calling Mobinil
service center. I had received confirmation through a Mobinil recorded message
that my number validity has been extended to unlimited validity. I reconfirmed by
another call obtaining the same answer.

I was astonished today when I tried to call my wife while her trip back
to Egypt carrying my phone since I heard a stranger answering my call. My wife
called your service center trying to find out what the reason is and the answer
was shockingly that we have not used the phone for more than 3 months. I wonder
what sort of lies and mislead have been given to us by both of your staff and
operating system. I feel that I’m totally being cheated which comes against all
my expectations. Certainly any reputable company will be seeking its customer
satisfaction being honest in their communication and instructions. I can’t
accept whatever happened under any cirumstance which I can summarize my request
in one sentence “I want my number back”. Despite of it not being a special
number, but I’m happy with it and It is known to all of my contacts. Shortly
and I’d like to tell you that I’m not going to sacrifice my number. Either you
get it back to me or I will go through all the legal channels even to sue you
according to law and publish your bad level of service and how you are cheating
your customers which has never happened in any part of the world except your
unreputable company. It’s totally up to you if you would like to maintain your
customer pays or to get it screwed up.

Please note the following:

Mobinil phone number which had been stolen ([protected])

I can be reached on:

Amr.[protected]@domasco.com.qa

+[protected]

+[protected]

Your quick reply will be appreciated,

Amr Farag

I signed a contract for 18 months and was counting the days to change to another company. I went to Orange office in San Pedro and asked when I could change companies. My contact finished 23rd Feb. 2014. She said 17th Feb. 2014 would be fine.
I signed with Telephonica.
I am being harassed with 10 calls a day from Orange saying I owe them over a hundred euros because I cancelled early.
Help. What should I do. I do not feel I owe Orange anything at all.

Rosalind Scott-Gibb

A Advertisment appeared in the facebook Orange Mobile Phones available for cheaper price of
Euros.49, 98 on 06th August 2013.
I purchased one with Credt Card of SOFINCO Finance. It was stated that winthin two weeks the parcel
will be sent. Suddenly the SOFINCO informed it is a fraud and the article purchased was a SFR Mobile
and charged Euros.75, 00 and they had cancelled my credi card given by them. Aloso I have not received
the Parcel upto date.

Ref No:SFR.RECH.WEB/WAP 92PUTEAUX - Euros.75, 00 of 06th August 2013.

i had received a message from orange in my mobile that you have won the 750.000.00 pounds in the 2013 Orange Int'l mobile draws and to claim i have to sent my name and mobile number in [protected]@myway.com.
how can i get those prize is it true or not?/ if true the following are my details.
name: Bishwaraj yonjan
mobile number : [protected]
email address : yonjan.[protected]@ gmail.com

My name is mohamed abdel mawgoud, my number is [protected], my complain concerning two actions:
1.I asked to change my system to mobinil control 50LE from December, 13th 2012 and it is not activated till I called customer service on January 17th, 2013 after 43 mints of arguments and talking to customer service head, activate the system
2.By January 27th, 2013 the same line is dead (customer service) mentioned that the problem will be solved within ( 24 hours), after discussion 33 mints without any result ( spoke with miss.Kristina Ragheb) &(Miss.Menna ali customer service head)
It is not acceptable to have this manner from professional company (to have Dead line)
WHERE IS THE CUSTOMER'S SATISFACTION?

My name is Tamer Mesharafa [protected] . I have been a loyal customer for 15 years to Mobnil I have given my mother a mobinil number under my name [protected] and for the last 3 month trying to convert her number to Vodafone because she moved to a villa on the Alex desert road where the network for mobnil doesn't work.
I have repeatedly explained to speed up the process because she is an old lady and if God forbid anything should happen then she should have no problem in making an emergency call .
Unfortunately the request from Vodafone was declined 5 times . I made sure that I paid any outstanding bill even paid the upcoming charges. Despite 110 agents are very polite but not very helpful because they don't have authority to find why Mobinil keeps rejecting by explaining that it is a different department . I think Mr. Magdy Gabra should like any person in charge of customer service makes sure that the agent keeps filtering the complaints but eventually should reach a person who can solve any emergency problems.
A Miss Lamis Mahmoud working at Mohandisin branch (who should one day hold a managerial position) after making some calls found out that the reason for the rejection was that my name was misspelled at mobinil so she changed it .
a week has gone and still the line was not changed . I called 2000 they informed me that request from Vodafone was expired . I informed them that this was the fifth time I go to vodafone and threatened that I will change my line also to Vodafone if my complaint doesn't reach a senior executive who can help and make a decision on how to solve this catch 22 dilemma .

Dear All,

I faced a problem with Mobinil Egypt as I asked to divert my line to be business line and get another prepaid line but I confirmed that my line does not divert till getting the prepaid business one. Although that, my line was transferred without informing mr from almost two weeks, moreover, they suspended my existed line as the Sim Card with old IMSI without checking if that will affect in my business or not . I am really upset from that. Then the complaint handling team called me and I was astonished from the handling way of A SENIOR SPECIALIST! named Jasser Hussein as he was talking without trying to listen to my complaint also his aim was closing the complaint no more ! Really i am speechless from that !

I signed up at orange telecommunications about 5 months ago and have been incredibly deceived ever since. When I called into the customer service store to cancel the contract – as they were not providing the service as promised – I was told that the duration of my contract was one year and it could not be terminated before that time. Needless to say I felt trapped by a contract whose service I was dissatisfied with and therefore couldn’t begin anew contract with a rival telecommunications provider as I can not afford to pay for two connections.

Internet Services agreement signed by the end of January 2011 and no services provided so far (April 2011).

No justifications, no explanations, no compensations, no answers. The customer services pass the buck from ones to others with no solutions.

Think twice before work with Orange