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Orange (France Telecom S.A.) Spain is one of the biggest disappointments in my life.
After living in Spain and having been customer for Vodafone, I decided to change my mobile phone operator as Orange's sales rep walked in to my establishment and promised savings and new phones if we contracted their service. This was in summer 2009.
I did not want to change from Vodafone to Orange because we had a contract with some months to go - we'd be penalized by eur 100 if we changed operator before the contract time is up.
Orange's salesrep spoke so eloquently about the savings with their new call plan and PROMISED they would refund us the eur 100 penalization fee from Vodafone. OK, I thought it doesn't hurt to change the operator if they pay me back the fee and also I'd get couple of new phones on top of that.
All went fine but we started to notice the new call plans were actually as expensive as with previous operator. Also the eur100 fee was nowhere to be seen. We called the salesrep and demanded that they refund the fee as promised - this was the start of a struggle that is still ongoing after more than 1 year.
We have Faxed, Called, Emailed, visited Orange's phone shops, sent written SnailMail letters but still we have not received the refund as promised by their sales rep. We have mailed copies of the emails exchanged between us and the sales rep to Orange corporate HQ in Spain and after months we have no result.
We have been told to get in contact with a Governmental Authority for Consumers and lodge in a complaint there. Supposedly in a couple years we could finally receive out money since we have written proof in form of emails.
Orange's customer care by phone is abysmally useless, it's impossible to get a hold on anyone with authority and and I guess this is not a surprise for a company that oursources everything, from shops to even their billing (yeah, It's been said their invoicing is done in INDIA).
I would just like to warn anyone living in Spain to be careful with Orange Mobile and NEVER close any kind of contract with their sales reps (or sales guys of ANY mobile phone company!) - they even lie to you in order to get that phone deal closed.
The complaint has been investigated and resolved to the customer’s satisfaction.
I totally agree with the comments regarding Orange, they seem to be a law unto themselves. We also were lied to and I immediately sent a letter telling them they were fraudulent but they just ignore any letters fax or otherwise. I have also gone through the Ayuntamiento who insist they can help using the consumer system, yet after 9 months they have not been sucessful in getting even a response from Orange. They now say we have to submit all our information again. Is there no law in Spain to protect people. If anyone has been sucessful, I would appreciate knowing how to do it.
Orange Spain cannot be trusted at all.
I got their SIM Mundo this year (Summer 2012) because it claimed to have calls to UK landlines at 1 cent per minute and because the SIM was valid for 12 months without a top up so it would not expire and become useless in the winter when we do not visit our Spanish apartment as has happened with various other Spanish SIM cards in the past.
However the 1 cent per minute calls turned out to be subject to a 25 cent connection charge that they do not mention in any of the promotional material and then the the calls were also charged at 2 cents per minute in our online billing account despite the fact that their own website and latest leaflets all clearly show the cost as being 1 cent per minute to call a UK landline.
If you call Orange customer services on thier free 470 customer service number it is quite hopeless as even though I speak slow very limited Spanish admittedly with poor grammar (but it always gets me by with anyone in person in Spain who speaks no English and that I need to speak to) they simply refuse to speak to anyone who cannot understand them gabbling at high speed at 100mph and immediately cut you off and connect you to a customer satisfaction survey (where I always score them 0 in everything but it seems to make no difference). They then send you a text telling you to call their Service In English number a 902 number (which I thought were only charged as per normal national calls to a number in Spain and therefore att 7 cents a minute) but when you call this service and are cut off after 10 minutes of a hopeless conversation speaking to a guy with English no better than Manuel The Waiter in Fawlty Towers you find you have no credit balance left. You then check your online account only to find their disgusting Service In English is charged at an outrageous 58 cents per minute from an Orange Spain phone. But the text they send you telling you to call the 902 number does not tell you this!
I then tried finding an Executive Complaints Office or CEO email address for Orange Spain only to find there isn't one. I therefore emailed Olaf Swantee who is CEO of Orange/Everything Everywhere in the UK (see www.ceoemail.com)only for him to turn round and claim the Spanish operation is nothing to do with them. But still they can't even give you an email address for the Orange Spain Executive Complaints department.
The customer service of Orange Spain is completely abysmal and if you don't speak perfect Spanish then there basically isn't any!
I fully agree with the post above.
I have had interrupted service on my ADSL/Landline for 4 months, in one case two weeks without any service.
I have phoned their fairly new English speaking service on numerous occasions, as I have a business to run and as you all know the phone runs off the Internet.
My first bill for the 3 mobiles i have included 118 euros + IVA for phoning them, and I went mad but all they say is that they will pass on the info to their technical department.
It was also admitted that I do not get over 2mg on the internet and that my future bills would be 50% less which they aren't and when I told them i would leave orange they told me that the reduction they gave me (which i never got) would now constitute a new contract and i would have to pay them another 130 euros as a penalty to leave them.
By the way this new service will now not return calls, yet another money making scheme.
I also have 3 mobiles for the family all under my name and payed for by myself. my daughter who speaks spanish has an I phone and wanted to reduce her rate to a different price plan, which she did and then was not told she now has a new contract for a further year.
This was not explained to her and I phoned back and said as she was not the person paying they had no authority to change plans on basically my behalf.
If you have a complaint they give you a different fax number each time for mobiles but for ADSL you have to send a letter.
we have been with orange for 3 years and the rep has done absolutely nothig to help us.
I am leaving orange and let them sue me, which they won't as it would cost them more to take me to court for so called breach of contract even though i have always payed all my bills by DD.
my advise is stay well away.
Do they still bug you? As I am currently going through similar issues!
It's modern world with those thieves and crookes, but worse is they are protected by the law. One thing is for sure. I had an contract with one of those and they charged me for the full 24 months while we where outside their arial reach. So they blocked my bank account and put even an arrest on my house. Then I let it go to court. The Judge told them, that an contract between a phone company and their client is civil, not legally bindet and therefore the phone company can not issue bank blockage and arrest on property. Case closed.
I have had probably the worst experience in approx. 45 years of business activities thanks to Orange, Spain.
Now I need to get in touch with them and guess what? It is impossible to find any contact details other than their Servicio de Atencion al Cliente [protected]). This number is practically useless - the people are "very nice" but they are not equipped to handle anything other than simple, day-to-day queries.
They will try to sue you. In my case I suffered real losses as a result of their inability to deliver undertakings / promises. They sent me a bill for a few Euros (for what I have no idea) and then when I refused it, invoiced a penalty of 150 Euros.
It would be great if one could get the media involved.
My experience was based on countless lies and obviously, failure to deliver what they weren't able to anyway.
I totally agree with the above, all communication companies are, in my opinion "non-client orientated", however, Orange definitely has
to be one of the worst. I won't bore you with all the details, but suffice to say, my problem has been that for almost 6 years now!
I thought "El terrible" and others might be interested in the following contact details I've just found. Good luck !
Jean-Marc Vignolles (CEO)
DIRECCIÓN POSTAL
France Telecom España, S.A.
C.I.F. A-[protected]
Domicilio social en Madrid, en el Parque Empresarial La Finca, Paseo del Club Deportivo nº1, Edificio 8,
28223 Pozuelo de Alarcón
I changed to Orange from Movistar both fixed line and mobile and we found out in order to break the mobile contract they put it into my wifes name which broke the contract with Movistar and incurred with action and penalties from Movistar.
When we moved home and asked Orange to arrange this they said we would have to have a new number as it would take 41 days for Movistar to saction the change. We were allocated a new number and told that a technician would contact us within 10 to 15 days, when nothing happened even after contacting customer service wwe were told there were no telephone lines in the urbanisation.
Without a fixed line I had to call from my Orange customer service from my Orange mobile at a premium rate 1 hour 10 minutes 34.37 Euros, I needed to cancel the fixed line at the old address and told I would be penalised for cancelling it at the rate of one months invoice.
No one has provided an answer to how they can provide a new number, which confirmed there were Movistar lines, then 18 dyas later say there were no lines. Yet nighbours say that there are Movistar fibre optic lines. Orange seem to be staffed by con merchants and incompetetants.
I have had the worst experience with orange.es than I have had with any company in my entire life. In my opinion the treatment that I have received has been disgusting and the company act in totally fraudulent and illegal ways.
It first started when I contracted one of the USB portable internet everywhere, which basically didn't work, I couldn't even open my email. I tried to cancel and said I'd pay the fine, but they offered to transfer me to ADSL free, for a much more reasonable price than I was paying, so I accepted. Well it turns out the connection wasn't free, I paid 70 euros and they never gave me 'la baja' and kept charging me 8 euros each month on the pendrive, plus ADSL. In the end I stopped paying when the contract finished, as no matter how hard we tried they wouldn't give me ' la Baja'.
After all the problems I had with the pendrive and hours on the phone with both me and my partner (who is Colombian) it was just the start of the nightmare with orange. About a year ago we moved house. Whist taking down my new address the girl on the phone made a mistake. When I tried to correct her she told me that she'd already given me 'la baja' in that address and until I was connected again at the new address she couldn't correct my address. After that she went on to explain that they couldn't sent a technician to connect us because my address, was incorrect. A complete joke!
This went on for about a month and a half, nobody could help, some lied and they could do it for us just to find the next time we rang it hadn't been corrected. Finally one day I rang and the guy on the phone told me the account had been closed by somebody. I asked him if he was being serious. He told me he was really sorry, he didn't know what had happened and that not to worry as I wouldn't incur any fines as it was their mistake.
Last week I went to the bank to get a credit card, they were about to process it then they rang me and told me that I owed money to a telephone company. I rang Orange, who informed me that 10 months ago they'd fined me for closing the account. I tried to do a reclamation through the company and it was denied. They can't send me any information because they still don't have my address in their system correctly. I can't see anything on the internet. It's a complete nightmare. I'm now going to have to clean up the mess myself, through the ayuntamiento and the credit rating services.
Don't go near Orange.es!
Having seen leaflets advertising "50% extra on primary recharge" and "1 Euro-Cent per minute for International calls", I purchased a SIM card, prepaying 10 Euros.
I expected to then have 15 Euros-worth of credit for calls. Next day I made a call to a friend in the UK lasting 28 minutes. I later tried the number for "Balance" to check what I was, in fact, charged. To my horror the balance was already down to just over 5 Euros! Removing the 25 cent connection fee, that equates to 16 cents / min!
Having tried to sort this out with Customer Service, I received a text-message: "ORANGE On the 22nd you had a negative balance and 2.50 were charge for call same day"
I had made NO calls that day, it was late when I bought the SIM-card.
I spent a long time at the store but was 'fobbed off' & referred to the website (which was down). A further attempt to call Customer Services produced a "no credit" automated response.
All calls to Spain were supposed to be free for 7 days. My remaining credit has been 'swallowed-up' in tying to contact Orange!
So that makes 10 Euros for a 28 minute call!
How about that?
The local number 1478 is definitely useless, therefore call the multilingual (english/french) service number : [protected]. Keep your line number / NIE ready. You will receive all necessary instructions to be faxed to [protected].
Wish you good luck
Hey folks
If you have any problems with a business service, just ask to see the "hojas de reclamaciones" (complaints book), they must provide this by law on the premises. From reading through a few forums it seems to do the trick. Heres some good info about it http://www.spainexpat.com/spain/information/hojas-de-reclamaciones-official-consumer-complaint-forms/
I have had ridiculous problems with orange spain, and am hoping to get something done about it. How many other customers are they treating this badly and getting away with it?
Orange Spain is the worst. I was with Orange in the UK, and thought I would stick with Orange in Spain. They had an online deal of ADSL router, landline, and 2 mobile sims for 33 euros. We got the router but no sims. When we phoned, they denied all knowledge of any sim order, even though our bill showed ADSL plus 2 sims. So we redid the info and they promised to send the 2 sims again. Of course, no sims turned up, and again they denied all knowledge of any sim order. Plus, they were now charging the full price of 50 euros for ADSL plus 2 sims. We tried 5 times, each session lasting 2-3 hours, repeating our details again and again, each time the person saying sorry but they couldn't deal with it and passing us to a different department to see if they could help. The people were friendly but had no idea about the problem, how to fix it, or who could fix it. We pleaded, we shouted, we threatened cancellation, but nothing worked. No one had a clue about what went wrong. More than one Orange phone rep said this is a common problem, and they sympathised, but they couldn't help.
I became a customer of Orange (Internet+ mobile+land line) on last April and I have been suffering a lot after that. They changed my plan from Canguro 35 to Canguro Ahorro without my permission. Moreover, they have been charging me more than double of what I should pay under this plan. They have been charging me 2 to 3 times each month with different amounts. Under this plan one is supposed to pay 42 euro per month (if no extra call is made). However, I have been paying more than 80 euro every month for which they do not have any explanation. I have tried solving this problem several times. When I go to the stores they give the customer care number and when I call them they simply say that they don't know why there are 2-3 bills and why the amounts are so much! Now I want to quit Orange and shift to Vodafone but they don’t have any clear information about the cancellation charges. I don’t really know how much money they will deduct from my bank account for this cancellation! This is so annoying, I would never recommend anyone to avail Orange's service. Orange is nothing but a robber!
I had the same issue, I applied for canguro Ahorro and got on another plan with no reason and no explanation
I am also having problems like all my other friends and I also have the same complaints.
So any one who wants to join Orange!
BE CAREFULL...
They are ''CHEATERS''
I had been an Orange customer for years, ever since they phoned me at home and convinced me to change my provider over the phone, right then and there. When I came to sell that property and tried to cancel the line three months in advance, I was unsuccessful and utterly infuriaated at how difficult it is to cancel something that took 15 minutes previously to do. I cancelled, the debits after I sold the property and even after ORANGE still taking my money, I actually closed that account, only to receive a final Demand. A small amount so I decided to `pay it as life is to short and when contacting the actual department was greeted with rudeness and abuse and they even tried to take my money from my credit card twice even though I insisted that while I was on the phone to them that I had received an automated message saying that they had taken the money. Realising that i Had paid, the second woman just put the phone down on me.
An absolute disgrace and I will never use Orange in my life time again and I will advise everybody I know to avid them as well.
Orange.es are a law unto themselves and customers are only there to pay the invoices and so the salaries! We have tried to access our 2 accounts with orange.es now for months online and continualy recieve the same answer whether we use our original password or the new one supplied via SMS!
Othe Orange costomers on Gran Canaria have the same problem and the Orange Shos are powerless to assist or help!
Message that comes:
error 404, no se encontró la página solicitada
We try many times with new password via SMS etc but always we get this message but no help from Orange!
I know orange dont have a good reputation in spain, my problem is different, I was living in spain and took out a contract with orange everything was fine till I had a breakdown and came back to the UK, I had numerous emails from them because I had not sorted it out while I was living there, at the end of the day my phone was the last thing on my mind plus the emails were all in spanish. Ive tried and tried to find a way to speak to orange but like all the others on here, I cant well not unless i spoke fluent spanish and I dont. I owe them 578 euros and not a thing I can do about it. Now the problem is this, a friend invited me to go for a holiday but i dare not in case Im stopped at the airport for debt that wouldnt surprise me one bit but how would I explain the circumstances very difficult for me. now Im not sure about going .
Carolle B
I could not agree more! I purchased a Pay As You Go Orange number and sim card (so they belong to me, right?) about 15 months ago from an Orange Spain shop. I topped up the phone periodically but as I spend most of my time in the UK, several months pass without top up. The previous 3 times I have tried to top up the phone, on trips back to Spain, the top up machine in the shops was broken! Therefore the phone has not been topped up for the past 11 months. Now the phone number is expired! I went into the Orange shop where I purchased MY sim card and was told "Sorry it's expired because you haven't topped up for a long time". I explained why not but the attendant (whom I waited for over half an hour to speak to - always the same!) just shrugged and said "Sorry". I then asked him to re-instate MY number but he said "Sorry, I can't" you need to call Orange - we are just a commercial shop. I argued saying that this is where I originally spent about 2 hours bringing in every piece of identification under the sun, paying for MY number and MY sim card and signing about 50 pieces of paper to form the contract so surely this is where I have to resolve the issue. He insisted that he couldn't but gave me a number where I could speak in English to Orange. I tried it for 4 days but it was constantly engaged. I found another number (with no help from the Spanish website - that is useless!) tried that for 2 days - same thing. I went into another Orange shop and experienced the same non-help. Eventually, via this site I found a number of Orange Spain - and spoke to a man in South America who was very polite but said he couldn't help me other than to agree with me that Orange Spain have 'stolen' my number and taken the liberty of expiring MY sim card! which surely legally is mine as I signed the contract and paid for. Incidentally every Orange representative I spoke to confirmed that the rule of expiring a number if it isn't topped up regularly is not in the contract! The man in S. America said no one on the phone at Orange could help and that I needed to go into the Orange shop! I explained that I had tried two already and they had said I need to call. He repeated that I needed to go into a shop and should try to keep going into different Orange shops until I found someone who would help me! I asked him why Orange expired my number without warning and why didn't they text me to warn me. He said that over 90% of Pay As You Go customers activate their card for the first time and then never use the card again so Orange could not possibly have a facility to text all those people. (I explained that Orange UK did text their customers - and considering they have about 1 million customers to every 100 Orange Spain customers, they managed it!). He was very polite but just kept repeating that I need to travel around Orange shops until I found someone to help me but basically this is an Orange Spain rule and he doubted I could have my number back because it is gone forever. So therefore I would have to start all over again - ie. go into a shop, wait over half an hour to be attended to, ask for a new number, pass over about 10 pieces of personal ID documents, pay again, sign about 50 more pieces of paper (ultimately spend another 3 hours of my time) receive a new number - re-issue it to all my contacts (another 2 hours of my time) re-print all my visitors cards with my new number and pay (about £125) and re-distribute them. Going to Vodaphone O2 or Moviestar is unfortunately not an option as their coverage across Spain is not good enough. If you have the choice to go to another network though, I would strongly advise it. Orange Spain are an impossible company to deal with!
I had service with Orange for about 1 1/2 year now.
The "service" they provide is terrible at best.
So, I cancelled my service been extremely unsatisfied with the service.
I paid the cancellation fee (100 Euros) and decided to keep my phone
connected here in Spain via prepaid card.
I called Orange (December 2014) and asked what do I need to do.
They confirmed that my obligation (contract) do not exist anymore.
I was told that a simple phone call (since the service was not in use)
will take care of the problem. So, in December 2014 I called the Orange
and said that I was advised that a telephone call will suffice.
I recently came back to Spain and found out that from December 2014
till now the Orange charged my bank account Eurp 30.95 per month.
When I called I was told that the procedure was to send an email or
fax (quite different than what the other service person told me) and
than they will send me a confirmation of cancellation. I did all that.
Than a month later I was charged again and when I called Juan was
uncertain which date was suppose the cancellation to take place.
I asked for the contact with the legal department. Juan said that
they will not respond and that they were Spanish speaking people.
I decided, before I file a law suit, to look for their address and send
all this in writing. No way to find an address via internet...
BEFORE USING THE SERVICES OF THIS COMPANY THINK TWICE !
Victor Goliac
Orange España is the worst experience I ever had with a commercial company in my life!
In 2011, I sign a contract with Orange for mobile internet at home. In 2015 I sign a new contract with Orange for 4G internet at home. In the Orangeshop in Sitges, I ask to cancel the old line. I thought, a very simple thing...but not with Orange España.
I had to send a mail to "bajas.resi@orange.com". I sent 3 mails (in english) and each time they answered having received all the necessary information; in case they needed more information, they would contact me by email. I never revceived ONE message for supplementary information.
In the meantime, the bills kept coming ...I had to pay for the old line ànd the new line (95 EUR/month!), just for internet.
At the end I just went to my bank to cancel the monthly payments and asked the money back for the last invoice.
The "language of money" is the only one some companies understand, so Orange España.
I got 2 letters from a collection agency to pay about 170 EUR; something I certainly will not do!
I even sent a registered letter to the CEO of Orange España to explain the absurd situation...not the slighest response.
Orange has no physical Customer Service, they do not understand english (what a shame for an international, european communication company!)...
So, I just can advise everybody : stay away from Orange España...there are enough alternatives where you probably will have more luck and where you will be dealing with more responsible people.
I am terribly disappointed by Orange since the mobile phones bills show often costst which are not just. So where there costs calling in a foreign country which exceeded high over the Go Europe ones which indicates that you call and or internet /oam for one euro per day.. I had this Go Europe facillity to call cheaper but with the upgrade of my contract they did not continue this facillity. They corrected their failure but next when I called in Switzerland I paid more then 12€ per mb roaming which is two whats ups.. Next to that I paid 10 quotas of 5€ so 50€ ex IVA for the four days I was there. Not that I used their network because I used the wifi of the Town Hall. But it seems that an iPhone has a hidden function that speeds up your internet by using a network even if you use free wifi.
Very convenient for Orange since they know this i presume and why would they not make a deal with the local provider and agree to split for a five € per contact moment even if its just for sending a Watsup. "their response is always, 'it's out of our hands, these are the costs the local provider charges us'. How convenient and typical that Vodafone does not have these costs since they don't charge you anything extra. Conclusion of Orange you have to pay 50€ quota + 20€ costs for 4 Whatsups in Switzerland even if you used the free Wifi. I told them on the phone I will not pay this and want to stop my contract, which is ending from next week. Now itt seems that you can not stop the contract as long as you have not paid all the fabricated bills from Orange and you can complain only afterwards. So I guess the bill will get higher and higher als long as I haven't payed the bill. Is there any advice what to do, how to stop this because I don't want to give in to this black - mail.
I wish I had never went near Orange in Spain . On buying a house 18 months ago and with no internet access I bought an Airbox with an 18 month contract . I shortly after sorted out the Internet and the Airbox has been sitting in a drawer for over a year . Naturally I was in a contract and continued paying my line rental . Now I want to cancel and they have been an absolute nightmare . Asking me to send a copy of my passport, a letter telling them why I want to cancel and a seperate copy of my signature they gave me a cancellation code and I emailed them with all the necessary docs. Two months went past and I heard nothing . I phoned them again and they denied having received my email . They gave me another cancellation code and told me to send the info again which I have done . I am now emailing them constantly asking them to confirm that they are dealing with my request and guess what, nothing . I am so frustrated I want to spit . I have now cancelled my direct debit but it concerns me that I will continue to be billed and ultimately the debt will land on my house . I would never ever go near Orange again .
Utterly disappointing service obtained at TIENDA ORANGE MADRID C GRAND VIA, SPAIN while attempting to register a prepaid line. My friend and I were signed up for the prepaid service, just to realize that the data connection was not enabled. We were told to wait for about 2 hours before anyone can tell us what the problem was. After the long wait, the manager( women) notified us that there is a problem with their system and the line can only be activated after 24hr. At this point, it was approaching a 3 hour wait. We were utterly dismayed with their statement and requested to cancel the service due to such unreliability. The manager rudely responded that it can't be canceled and no refund can be made. After several deliberations, agreed to terminate the line with a refund.
My question is ;
1. Why there was no confirmation letter given to customer when a line is terminated ? Our lines was registered using our passports details and we were asked to sign during the registration process. However during termination process we were not give. Any official notice confirming on the termination of line. We were just given the refunds and asked to go with a printed copy showing our customer details were used in the center for registration. The printed copy was only given after further deliberation with the ORANGE manager who was rude and unprofessional. Please advise what your data privacy standards when dealing with customer data who have been terminated.
2. During registration we were informed verbally that the process of activating the prepaid lines will be instant. However later we were just asked to wait and no options / explanation given to us. Above all, we were pushed from one staff to another staff to attend to our problem in activating the data connection.
Hi
I have ordered internet for 3 months ago.They have taken too much from my account and now they will not delete my contract .I ASK EVERYONE TO NOT MAKE CONTRACT WITH ORANGE.
Telecoms companies, worldwide, are the subject of a great deal of customer dissatisfaction. I have had contracts with Telecoms in Australia, the UK, France, Croatia, USA, Germany, Denmark, Sweden and now Spain. Orange, Spain, is easily the worst organisation of any kind that I have ever dealt with.
Do not ever deal with this company.
Yesterday Orange Spain disconnected my fibre internet connection 10 days early - leaving me with no internet for my final days in this apartment. This happened because:
1. Orange Spain have no facility to book a disconnection in advance
2. This means that when you send a cancellation request it will be actioned immediately
3. Orange do not advise you of this in the cancellation request or when you are arranging the cancellation with their call centre
4. Having cancelled the fibre connection they apparently cannot, or perhaps will not, reconnect it.
5. There is no escalation process from their call centre. You cannot speak to a supervisor or a senior manager and Orange Spain do not publish any contact information except for their call centre.
6. There is no mechanism for anyone in the Orange call centre to put right a situation which they have created. Their attitude is contemptuous - they might as well be telling you "hang up and call someone who gives a damn"
7. The staff in the shop are helpful, as far as they can be, but give inaccurate advice - I was told to call Orange to cancel the fibre connection a week before departure. But, in fact, they should have advised me to call on the day of my departure to avoid the service being cancelled early, as indeed it was.
To make matters worse, the reception in my apartment in the centre of Murcia is woeful - so poor that I advise people not to call me because most calls do not even register on my iPhone but go directly to voicemail or go nowhere. This means that using my phone as a personal hotspot is almost impossible because the reception is so poor. I cannot call out from my apartment except by Skype using Wifi - and I can't do that now because the fibre internet has been turned off.
Never, ever, deal with Orange in Spain.
One more little devious thing that Orange do: You may find you are being charged for running over your data limit. You will receive no notification in advance of breaching this limit and the charges for doing so are very high. There is an option to receive an email at 80% and then 100% of your data allowance but you have to ask for this, which means you have to know that this option exists. But Orange do not tell you that this option exists. In other countries such notification is mandatory. But, presumably, Orange want the extra revenue so they keep this option a secret.
This is fundamentally dishonest. And any corporation which behaves dishonestly in one aspect will behave dishonestly in other aspects. If you don't want to deal with a dishonest business, don't deal with Orange in Spain.
Going through similar right now. I have to be honest though I am digging my heels in as they are none responsive in dealing with the problem so promoting this page and have done 5 videos on the problem so far. https://www.youtube.com/watch?v=-Yz7x2rUj0E (one of my videos). They are a very bad company only way to stop it like any other in the past is hit them where it hurts which is reviews and making people aware so they don't become customers and it costs them money.
Myself they didnt install internet then started billing me for phones I do not have. You can't get any common sense out of them and they simply avoid dealing with the fact you owe them nothing and that you don't even own the phones. They refused to terminate the contract even with the Orange mobile phone rep trying to cancel everything as they failed to install.
Thank you for sharing your story in writing and through video posts. It feels good knowing one is not alone against the faceless corporation. This experience has been somewhat Orwellian. Here’s my story: In February (2018) I noticed Orange Spain had removed almost 100e from my account in addition to my monthly phone bill+ landline bill. Usually my phonebill is debited the same day as my salary comes in so i would hardly notice any smaller increase (caused by international calls e.g.), however this time the sum was very large. I asked my bank for a statement and I discovered that Orange had charged me a 2nd bill of a 100e in February, 90e in Jan and from Dec. 2017 and all the way back to at least (!) Dec. 2016. 55e every month. These 2nd bills every month I have never seen invoices for and the bill were debited the same day or a day after my normal bill. Silly of me not to have noticed earlier, however I have always checked my mobile bill through my miorange-app, and I’d thought that the facturas/ invoices presented to me here were the only ones I was paying for. I have been told numerous times how “easy and smart” it was to keep track of ALL your invoices through the app. I presented my bank statements to Orange and they were completely unable to see what i was being charged for. They were unable to see these bills in their system. Yet it is verified that they are behind the charges. I’ve been to both the store and customer service on the phone (also in Spanish which i’m more than comfortable with). They are just ping-ponging me back and forth at the moment. Then I received a message that my case is under investigation. They wont tell me when this investigation ends and how i can see my invoices (this is obviously my right as a consumer). I’ve also recently noticed that the data in my miorage-app has been removed and I can no longer see my previous bills (the ones i were able to se before and that i happily paid for). I also noticed that they’ve added my an unknown number/ account to my app. I clicked on the account details and noticed my name + id number slightly misspelt. (My original account in the app has my details added correctly). Also in this 2nd account there are no invoices to be found. “No data available” - as it says. Im also 9 months pregnant so not really up for a fight. Right now all I need to know is how much they will charge me next month. Since Dec. 2017 they’ve gotten 540e from me (of which 250e is not accounted for/ from unknown bills). Helps a bit to read this forum though. And yes, I will go further with this as soon as I have the energy again. I can’t afford being robbed any longer. Im having a baby.
DO NOT sign a contract with this SHADY business.
I was charged for TWO international calls that I did NOT make. I told them so and they could have cared less. They told me I had to pay it. I refused and made my bank return the charge. After that Orange STALKED me and would call up to 20 times a day, from different numbers so I could not block them. The last straw, was when they CALLED MY OFFICE. I'm pretty sure that is illegal. Where did they even get the number of my office? I have never been more furious at a company in my entire life. They are completely unethical.
Hi all,
I am no longer a customer of Orange since having extensive problems in the UK before they were taken over.
I did have similar problems with Virgin and eventually took them to court, again in the UK.
I am now with Vodafone (PAYG) for my mobile and have no issues.
I do know that Spanish contract law, even at the most basic level is the same as in England & Wales. If one party to the contract breaches any term of that contract, any other party may cancel
So if Orange take too much money from someone's account, or doesn't provide the services, that customer may, with a month's written notice, quite legitimately cancel the contract.
It may be worth all of you (if you're still have problems) writing to Orange (recorded delivery, or the equivalent), giving one month's notice and threatening to instigate legal proceedings without further warning should the agreement not be cancelled on the specified date.
If you are past the 12 month contract term or if they have breached the contract in any way, you do not have to give copies of your passport etc.
Ensure you keep all bank statements and copies of correspondence.
I know it's tedious and will be an added expense initially, but the cost of a lawyer's letter in my opinion is money well spent to get things put right. This though shouldn't be necessary unless Orange ignore the original letter threatening a lawsuit.
Also, all Telecoms companies have an ombudsman. I don't know their processes in Spain but it may be worth you contacting the office of the ombudsman. Sometimes they cannot help but enough of the same sort of complaints should ensure that Orange are looked into.
Good luck.
I took out a fiber optic and television package over the telephone with orange the lady told me in order to do the contract they would read it out to me and all I had to do was keep saying yes which I did. The television never worked and the internet speed was not as was promised. I rang numerous Departments, spoke to numerous people - . all steering me to different numbers. In the end I went into the orange Shop and asked if someone could help me make the call. They used my telephone and the I spoke to someone.
It all seemed to be going very well. I cancelled the contract within the 14 days. It was agreed and they asked me to return the router and TV box to the shop after 2 weeks which I did - then I got billed for 95 euros ! customer service I didn't cancel the right way ! I am livid !
I haven't read all the comments here but I can totally sympathise. We have been tortured with the shockingly bad customer service when any issue arises, and wow have we had issues with Orange. If you are reading this and thinking of being an Orange customer, be aware that if you have disagreement with them you will not be treated fairly. In fact, they blsintly rip you off. First off you must pay by giving them access to your bank account so they can withdraw the money. There is no other way of having an Internet bundle payed under contract. We were away on holidays and didn't pay and had a 24 euro fine but after 2 weeks the bill was overdue they turned off our home phone and Internet. So we paid when we got home but then it takes them 48 hours to acknowledge they've received the money then another 24 hours to reconnect your Internet. The reality was it took them 9 days to get our service back, and why? 1st excuse was they couldn't find our payment in the system, then it was we didn't pay the 16 euros which is separate for the land line ( which was never told to us) and then the Easter Holidays was the 3rd excuse. So you think they would credit us 9 days of service when it was already paid, yeah right! The 1470 number is a joke. Their customer service reps answer your call as if you've never spoken to them before. I asked the 4th CSR that week if he had all the history of our calls on his screen. He says yes but wants me to repeat it all again. In the Orange retail outlets their CSR's can't help you with any issues you may have. Orange will only deal with you the customer directly. Their retail shops are basically to make sales only. They can't help you with billing issues for they are not allowed to talk on behalf of the customer and, they have to dial 1470 as well. They don't even have a direct line to customer support! I could go on and on. The true test of any company is how they handle their customer complaints and issues and let me tell you, ORANGE SUCKS. I have had home Internet in 4 countries around the world with 7 different providers and Orange is the worst. They are a ripoff, don't care about the customer and should have a class action suite against them
I've had exactly the same problem where the store lied to me to close the contract. Before I realised I'd been ripped off I got on the phone to orange to discuss the deal I just signed up to and ask them a question and when I crossed the line of the entrance to the shop the rep on the phone told me I never needed to buy a new phone or sign up for a plan because I was protected under my insurance with them and they would have just replaced the phone for free . I got the guy on the phone to speak to the rep for me and the manager and they said they couldnt do anything because I had left the shop ? I was literally in the entrance of the shop with the phone and paperwork in an orange bag. What about the cooling off period as well. I was also advised to complain to town hall or consumer complaints at town hall or something and told the complaint could take years and there was no guarantee of a resolution at the end of course. Later I also found they had increased the plan I was without my agreement, the whole experience ended up costing me over 1, 000€. I was in dispute with them for about a year. I was determined, went right to the top with as much communication recording and evidence as I could collect along the way. I did raise the complaint with a consumer ombudsman and they offered me some support but it didn't achieve anything and I was threatening legal action as I did have some evidence with the situation and communication a long the period of time. Eventually they offered me compensation but it was nothing near what they cost me and it was as much as matter of principle as it was about the money by this point, so I didnt accept it and they stopped communicating again after that. In the end they won their goal of exhausting me as they new ultimately there is nothing I can really do unless I am prepared to spend more on a lawyer than the experience cost me or I am prepared to go through a ridiculous amount of bureacracy at the town hall and in addition I dont speak very good Spanish. The major problem is you buy the phone and sign up for the contract in the shop but the shop is just referred to as a partner and not under the governance of orange themselves. Therefore the managers of these shops have no one to answer to, so there is no accountability. You speak to orange and they tell you to go to the shop, this is after they have refused to help, refused to put you through to a supervisor because apparently there never is one ?!?! and I've even had them put take their earpiece out or put me on speakerphone while I'm complaining and just completely ignoring me. Then when you go to the shop they just say you signed the contract and just don't seem to care about any complaint you make. I did this about two years ago. Recently I had a problem with that phone and was told I could go in to the shop and get a new phone. I went there thinking I was getting a new phone on my insurance, little did I know I was actually buying a phone but like the guy at the start of this forum said they claimed they could save me loads of money and I would get a better phone. Also, they do an addon which supports calls to the UK which I need (I think other networks do it now, since I first signed up a few years ago) so, I am embarrassed to say I fell for it again ! I'm now back in the same situation, it was such a herendous experience last time and it seems such familiar territory I don't even know if I've got the energy to bother trying to reason with them. I've raised my complaint but got the same responses as last time, I havent given up yet but if I dont get a resolve soon, I think I'm just going to swallow it because unfortunately I know there is in reality nothing i can do; they will just exhaust my time and energy with me ripping my hair out and shouting down the phone or writing lengthy emails. I had some bad experiences with telco's in the UK before emigrating to Spain but these guys in Spain make the telco's in the UK look like angels. I would avid Orange.es like the plague but I'm trapped for another two years now... You have to laugh or you will cry.
I have had nothing but issues with Orange, over charges all the time, the promise of money back, I pay the extra to call the Uk for free but get charged, charged for roaming in Morocco as I work in Gibraltar and if you are on roaming it picks up Morocco.
Most of the time I get some of the Money back as the English help line I have found most of the time help, but after months of stress then losing the internet for 2 weeks I moved to another company. I called and checked with orange and they conf that it was 30 euors to cancel everything as my contract ended in December. Yet the bill came and they charged me 100 euors plus the 30 plus a service I don't even have. Why because I changed my name 3 months ago so now they are claiming I only had the contract for 3 months so I am now involved in another fight with them. I will not pay the bill and will be happy to go to court. This is by far the most useless company in Spain if not the world.
Simone I have just read your message. I have just received a bill for roaming in Morocco after being in Gibraltar. its 1008 euros. I have called and called and no one is helping.
They just say I have to pay it! There are no email addresses available and half the time they cut me off.
Orange.es the most appalling company I have vere experienced.
Same here, but this is 2022, telecom orange in Spain has still not improved their negligence. The sales person said I can pay 4 mobiles data and gigas unlimited and at home wifi 1GBPS. After a month they charged me 140 euro and when I asked about that offer the sales person gave to me, the Orange said that was for limited time and I lost that time . It’s so disappointing
I have been with Orange over 6 years and I am highly disgusted with the service we have received in the last few months. We moved a year ago from Torremolinos Spain to Torrevieja Spain and asked for our account to be transferred. They said no problem take router to new address. The service was fitted but the fitter said he didn't need to take router and just to bin it.
We have been into orange shop over the past year and queried the bill to only find out a few months ago that we were still paying a year later for Torremolinos. They cancelled it and the next month my bill goes up again this time to 248.00 plus an extra 50€ I recalled this back and went along to orange shop the lady said she could reduce it to 85€ a month if I took out a new contract.. I refused so she would no longer help. I tried phoning the English help line to be told they won't speak to me until I pay my bill. I said cancel the whole thing and he said no. If I speak Spanish they can put me through to right department. I am infuriated and am going to bank to cancel all1 future payments they can contact me by email when they choose