Orange
Reviews and Complaints

Today I received a text from orange informing me that my request of blocking service will be activated shortly.
I never requested any blocking service .
I called customer service and complained they informed me that a complain will be sent to the appropriate department and some one will contact me with in 24 hours to solve the complaint.
The representative advised me to text # 505 the word cancelled and the service will be canceled.
I did send the text and I received an answered that my blocking service is activated and I should text the Nobel's I want to block to #505
This is fraud, and orange should be sued for committing consumer fraud.
Complains about this company is over and above the limit and they should not be allowed to do business in Egypt.
This company do not have any way to contact except by phone or visiting their offices, it's waste of time.
Bad business practice

After more than 10 days of several calls a day about the ADSL not working - the complaint was registered as a slow internet speed. The complaint was made clear but not even understood by the Technical support.
It takes forever to get your calls answered and no action is taken or follow up.
Terrible customer service and Technical support team that do not understand Technical complaints.
Very disappointed in Orange and wish I had stayed with Vodafone who had a very good customer service team.

i went Monday this week to orange store in new cairo (seven stars mall), the retail employee refuse to charge my line by any way and inform me i can't recharge my line at any other store ?! then i went to any mini stores to charge my credit i charged for 30 EGY and i Get a message tell me i have recharged with 30 EGY tax and activation fees inclusive and my total balance is 21.20 EGY ?! how came i be excluded by 9 EGY .. This a very bad service from two experience issues situations .

[removed]

Dear Sir;

It is with deep regret that I inform you of such a complaint marking your respectful and rewarded multinational company Orange.
We used to be and we are still now a regular client using your communication services for 10 years until Mobinil became orange. My father has transferred the lines to my company.
First Our Company used to receive a regular invoice accounting for 1200 EGP/monthly for our 7Lines. One of our lines is under control brand. Surprisingly we received the following two invoices for the following two months July amounting to 6219 EGP and August amounting to 10819 EGP which has never occurred before.
Therefore we investigated the reason near the branch who informed us that they simply overcharged for the internet services connected to the line although we confirm having no information about this issue and is not consistent with the other lines
I am kindly informing you of summarised serious issue that neither:
a-Your marketing or sales agent advised us of the consequence of the change and the extra charges implying that he has not study our profile and the internet services annexed .
B-the credit account controller who noticed a striking variation in our usage and payment value frequency should immediately draw our attention or to get in contact with sales & marketing team customer service
C- Although they offered a discount of 5000 EGP in the value; they threatened to cut the lines on my staff linking then to my chain supply as well as my clients which is not expected
I actually believe that our company is not mistaken due to the lack and time accuracy resulting in the communication process within a famous company like Orange and its reputation. That for reasons I am kindly asking to cancel this invoice to its regular range value and keeping the goodwill and cooperation believing that all business activities are interrelated.

I appreciate your consideration and early reply for sorting out
Sincerely yours;
Mostafa Talaat
CEO of Talaat institution For Fabrics & textiles
Orange Account Number
[protected]

Dear all,

I writing to you today to complain from many disappointments I have faced with you and your customer services team in Haram branch which is located in front of Giza Governorate ( Haram St, Intersection of Mahmoud Samy Al Baroudy street ) .The story started when you disconnected the service of my mobile line 012 [protected] on June 29th cause I did not use it since a long time, I realized that then I went to the above mentioned branch on July 13th to ask them if I can pay any penalty and get my number again, they told me that the will send a memo to the marketing department and will feed me back after 7 working days which was not happened, I have visited again the same branch on July 27th to ask them for any updates and same reply I have got, that the will send another memo or request to the marketing department and will feed me back which was not happened ! then I have visited the same branch again on Aug 15th to ask them for any updates or solutions and same reply I have got, that the will send another memo to the marketing department and will feed me back which was not happened till now !
Now I need a solution I will not stop complained till I get my number again which is very valuable to me has all my business contacts and most of my contacts for the family and friends, I can pay you whatever it takes to get the line again so please I need your feedback ASAP cause such a great international company like you should respect their clients little bit .
here's my contact details and I am expecting a call from your side soon .

before Eid, i have tried to pay off my bill which was EGP55.64 from el-Ahli Bank's ATM. Although the money was deducted from my bank account upon ur company's approval, according to the bank's CS, but the bill haven't been paid through the sum of money. i called ur company today twice mins ago, an dwaited for about 12 mins for each, and now answer.

hence, please send the bank the money u have approved and havnt added to my account, plz also show more respoect to the clients

[protected]

Dear Sir.
today the 3 rd of July l had no internet connection till now and i had been contacting the customer service for 3 times:
- 1 st time i was talking to someone called Reham and she directed me to 16333 and after 15 min waiting on phone there was no answer
- 2 nd time there was Fady and the same occurred typically however i told him that we failed in this pass few minutes ago

NB. i tried to call 16333 and i had "the No. may be turned off or not available" message

- 3 rd i was very annoyed and i was surprised to be offered by the same procedures i have suffered from for the last 40 min

what a system what a company?
is it impossible to raise my problem ?
is it impossible to fix the internet connection?
am i requested to live quietly by their way?

Mohamed Saad
[protected]
[protected]@yahoo.com

Dear all
3day ago I called customer service to ask them about cancellation number but they didn't help me because they told me your contract with Moby agent and we couldn't help you to confirm your order you should contact with Moby agent to make you cancellation number I tried to call the agent but he didn't answered me and I couldn't confirm my order so please help me ASAP
If you want to contact me just you can call me on this number [protected] & e-mail
[protected]@gmail.com

I have been suffering from unstable internet service for 3 weeks now and it turned out that this won't be my biggest problems as dealing with your customer service section!
- I called on the 29th of May complaining the service, Mina Khalil insisted -without even trying to do any checks from his side- that I have a virus (on all my devices!) which causing this instability, in return I insisted I have no virus and after long debate he asked me to open computer directly connected to the raoter and dictated some numbers to insert. surprisingly, the internet worked! so it was a virus issue.
- I called again on the first of June for the same issue! I got a promise that my line will be monitored and the next time I will call I don't have to say the whole story again.
- I called third on June 7th, Amal Osama insisted that I have a problem and that she sees the line is working perfectly! and her team leader, Amira El kamel, refused to receive my call!
- To my surprise, I knew that Mina Khalil (the respondent of my first call), recorded that a virus was the cause of my problem although he knew that it isn't! is it normal to record things that is not true, is it normal that Orange manipulate the truth?

My net has been very slow for the past 2 months, to the extent that i can not do my work online as the net is sooo slow. It has been like this for the past 6 weeks or so and this is totally unacceptable...! I have had this dsl line for a long time and have never been late with any payments.
I spoke with your technical support staff online and they told me that there is no fault that they can see on their end and i told them there obviously is a fault otherwise why i would be contacting them...!
Thry told me i have to purchase a lan cable so that they can check the problem. That is a ridiculous thing to say, i am paying for my service and its not working as it should be working or as it used to work. For one of ur team to tell me that i must spend money to buy a cable is very unprofessional and ignorant ...
I have more complaints about the unprofessionalism of ur technical support team but my main issue now is that my net is working at the speed it should be! I will expect a refund and repair due to the extemly slow service of my net which has been going on almost for 2 months... If not i will change to another providor.
This problem must be fixed immediately otherwise i will be taking further action.
My landline number is [protected] my mobile number is [protected]

I expect your prompt reply regarding this matter and for this problem to be resolved asap as this is totally unacceptable

10/march/2017 calling at 12:41
Ctn : [protected]
I recharged my number with 40 l. e after checking that my my internet package was drained out and I have 0 mbs to use so I topped up my number and as soon as i've done that I unsubscribed from the internet to subscribe to a new one. I received a text stating that the bundle has been renewed automatically and then received another one stating that now it has been canceled so I lost 25 pounds + 1024 mbs of internet without using any. I called customer service and the response I had was " its your fault sir you did this not us " are you kidding me ? so lets assume the I did this okay the manager specifically said I can see in front of me that you have used non of you data that was canceled so im raising this to the higher team so that they could help you withing 24 hours ? I said I have work to do I cant wait for the 24 hours I need resolution now since the higher team will just tell me the same thing then refund me I stated that something similar to this happened before and the manager girl helped me out and add an extra bundle because I was lost and I needed gps. I told him he has the authority to help me he just kept repeating the same stuff over and over again.. I told him I want to port out of orange, he agreed gave me my porting number and that's it. im sorry but this is not how other companies work ive been a loyal customer to orange/mobinil for more than 10 years and this is what I get in return ?
I'm really disappointed with the service.
Manager's name is : waleed eid.

Date of the incident : 08-Mar-2017
Client Number : [protected]
Description: 3 main problems with Orange customer service
First, On the 8th of March I recharged my line with 50 EGP at 16:50 CLT and I didn't receive any message that my online 10 internet package has been renewed so at 17:30 CLT I wanted to upgrade my package to online 25 "Considering that online 10 is not activated on my line as I received no messages till 19:40 CLT as shown below in the photos" . I called Orange customer service hotline on 10-Mar to file a complaint that the messages where delivered so late and that's why i have upgraded my package then suddenly after around 2 hours and half i received 3 messages approving that online 10 was activated then was deactivated then online 25 was activated . I asked the customer service agent that it wasn't my fault that the messages came so late so I want from the service provider either to refund the 10 EGP or add the 400 MBs to my existing package . He kept refusing assuming that it's my fault as I have requested to upgrade my current package without making sure that the other package is not activated yet and waiting 1 hour for the message to be received before requesting to activate another package . The recharging time was 16:50 and I received the message confirming that the package has been renewed at 19:40 . The agent's name is Mohamed Gamal
Second, I talked with a supervisor his name is Yassin Mohamed after Mohamed refused to give me any help and told him the same problem from the beginning he kept saying the same thing and also refused to help me I asked him about something else that there is a 0.03 pts are deducted from my line daily at different times all over the day and he has no comment on this issue I asked him to file a complaint that the service is very bad at the customer service and I had no solution for my problem and either no answer for the charges that are being deducted from my line on daily basis as shown below in the photos
Third, When I asked Yassin to file a complaint for me he told me that he will send me a message on my mobile number with an email to submit my complaint and he told me that I will receive the message within minutes and till now I didn't receive the message after waiting almost 1 hour . So I want to a make a complain in this guy personally as he didn't even care to solve my problem or either send me the email to submit my complaint.
** Now I want to file a complaint that I received the messages very late after 2 hours or more that costed me to pay for a service that I didn't receive and the customer service refused to refund the money or the megabytes that I already paid for and also file another complaint against the supervisor that didn't even bother himself to send me the email in a message to submit a complain and the last thing I want to know why I'm being charged everyday these charges ? Is that normal ! I need an explanation and need an explanation for the late messages and need a refund for the money or the megabytes .
Thanks for you patience, waiting to hear from you soon .

The agents refuse to told me the number of points i have 4 my second orange number... i wanted to talk with a supervisor but the person who answerd was the shift manager called Ahmed Amr & he found it so easy 2 tell me that i have to call from my other number even if i gave them all my information id no/ full name / adress... plus he didn't stop to tell me that he is the high manager ( i'm surely know that he isn't ). U must have a more qualified employee to handle ur customers... the simple work to do is to convaince the customer with the process, & that's what he haven't the ability to do... He was like ignoring all what i want & just say the same words like if i don't understand.. & He wasn't professional... the one who have to handle the customers must be more patient & don't move his mic during the call with customers, that's what i was able to hear clearly during the conversation.
& if it the process, , , why should it be so complicated to ur customers, why not to tell me the info ! Is is a punishement that we have more than one number ?! What's the difficult with tolding me the number of my points ?! Why it is so complicated !
U have a lot to do to satisfy ur customers... all u do is to waste the time of ur customers & insatisfied them...
Worst customer service & worst handling customer

7 FEB 2017
[protected] / [protected]
i called 16333 on Friday for activating the internet service, Mr. Ibrahim advise me that i can pay through Fawry and then i will receive the rooter by Sunday
Today i called again more that 4 times; each time a person transfer me to another one and i couldn't find anyone to help me " the answer each time was: just second i will transfer you to the concerned department "
finally some one told me that there is an error in submitting your request & you have to wait again.
i objected to what he said & then he transferred me to Mr. Robert who told me that you rooter is ready to pick it up from the branch.
i went to Banha distributor, he told me that your rooter is not ready as there is no serial number yet
I called 16333 again, Ms. Shaymaa told me that now your serial is ok, now you can go to the branch again and receive your rooter

I'm complaining now from such reluctance, neglecting & disregard attitude from the employees & from such incorrect info they gave me

#1 customer service dissatisfaction allover the world

I have requested a cancellation number 2 momths ago and waited 14 business days to get the cancellation number but I didn't. After 1 month I recieved information from the company that I owe them 304 EGP, detailed as 1 month fees before which I cancelled the service and 200 EGP for cancelling the service before 1 year of submission. After replying that
1- I cancelled before the beginning of the month and I shouldn't pay for it
2- I submitted for the service more than a year and a half ago and I shouldn't pay any penalty
They promised to investigate the case more than 14 days ago and didn't reply till now

I've submitted a request on 18th Dec 2016 to deactivate Orange DSL service for my landline number (002-02-[protected]), and the customer service informed me that i should receive the cancellation number within 15 working days, and until this moment after checking today with the customer service again they informed me that the cancellation number is not provided yet despite that the indicated time is over 2 days ago.
I'm really disappointed as i'm losing time and money every day trying to find other internet connections to follow and finish my home work just because of such lack of credibility.
I'm asking your speedy action to finalise the problem.
Mob. No.: 002 [protected]

Dear orange; my number is [protected] you are by far the worst service provider I have known, I have been a customer for this network since 1997 and now I'm considering to give away all these years over what happened this month as I have been humiliated in person by your employees attitude. First of all my baby girl had a fever and my wife couldn't call the doctor because of a bill due and the amount was 10 L.E. it's obvious that your slogans are fake. Second I have a bill with the amount 2620 for USB modem usage, that your employee activated the account over a call that I didn't make. First there were great resistance from your side and finally the customer service admitted that it was the employee's fault, yet your customer service returned back and said it was my fault. There a lot of discrepancies that I faced which means nothing except that you have the worst customer service ever. I want to let you know that you offered me a discount on my bill for 700 L.E. that will expires in 7 days and I should sign a form that says that my number should belong to orange for one year. I will not pay the bill until I get in touch with my lawyer. I expect to pay for service unfortunately I was humiliated by your attitude I don't want your generous offer and if the company says that there is no problem I say that there is a big problem. If I can't be treated as a customer of value because I believe that all these years I have paid much more than the bill just to expect that when a problem happens you might take an action not to humiliate me then I will go to CPA or even to court.

Although I havent started my ADSL service yet, I have been faced with a significant negligence from orange customer services who made me request to cancel my request and still didnt give me my cancelation number please read the details below 3 months ago, I have called Orange ADSL...
Until this date there is no response.

Kindly see to this complain URGENTLY

My Contacts are

Damodar Rupani

[protected]

Although I havent started my ADSL service yet, I have been faced with a significant negligence from orange customer services who made me request to cancel my request and still didnt give me my cancelation number please read the details below

2 months ago, I have called Orange ADSL customer services in early June 2016 confirming intention to switch from TEDATA and I have clearly highlighted that I do have a lot of business activities on the internet and do not wish to have a long lag between the internet services cutoff from TEDATA and Orange, they have confirmed that it will not take more than 10 days in Total switching time and I have agreed. Orange ADSL requested my ID scan and sent me a representative to collect the first month in advance on 20 July 2016.

Since that date I haven’t heard from orange at all and the TEDATA internet got cutoff around 25 July and since that date orange didn’t respond at all, tried to call the customer service 16333 multiple times with no response ( many times I called and no one answer) other times I leave a message and no one call back and other times some one answer and give me no information about my application status. The last one told me you better go to your nearest branch to solve your issue.

Last Thursday 04-Aug-2016 I went to the Orange branch located on Mohandesin to inquire about the installation delays – I asked the customer service about my application status and he told me that I am on the queue and should wait till they contact me without any promises or consideration to my urgent need for the internet connection or the promise made by orange customer service who convinced me with the swift transition and high quality response.

At that time I have requested to withdraw my application due to my urgent need for internet but the customer service respond was rather shocking to me. He literally said OK give me your ID and canceled my application and then notified me that I have to wait for 17 days to get the cancelation confirmation number – I again confirm that he did not attempt or tried to solve my issue he simply canceled my application and when I told him that my application was not even started and no one from orange called me and no one installed a router at my place and I just need to switch for I urgently need internet for business purposes he told me you may talk to the manager.

I talked to the manager and told him the whole story and he has confirmed that he will get me the cancelation number by max Tuesday 9 – Aug . I called Monday and Tuesday and nothing has happened although my application was not initiated and when I asked the ADSL Egypt telecom to cancel my ADSL they confirmed that orange has not requested it yet

I would appreciate if you would kindly let me get my cancelation number and take any corrective action for this chaos in the customer service and extreme abusive behavior with customers that would indeed jeopardized the market share of orange ADSL in Egypt in the short and long term bases

I was attacked physically by 2 of Orange branch in San Stefano, Alexandria.
A Police report was filed against them. This is the worst company in Egypt, their staff in that branch, have no manner, have badmouthed, they insulted me.Three weeks before that, one of their staff told me was yelling at me and was acting like he is doing me a favor, or someone forced him to go to work, very uptight and in an end, he said " I am sorry hat I helped you"

I did not file a complaint, but I had a call from Orange company asking me if I was satisfied with the service I received 2 days ago in the same branch.
I believe the company in trying so hard but, they do not make right choices when it gets to hiring qualified employees.

I WILL NEVER US THIS SERVICE AGAIN.