Orange has launched an aggressive campaign to retain the 20,000 connections held by former Principal Partner Phonebox Communications.
The Solihull dealer recently abandoned Orange and became a Vodafone solus dealer claiming service standards at Orange’s b2b division had declined following the merger with T-Mobile to form Everything Everywhere.
Orange has started a fightback, tasking a number of Orange Principal Partners with retaining Phonebox Communications’ substantial Orange base.
The partners have been given the go ahead to offer highly competitive deals to Phonebox Communication’s Orange b2b customers who are willing to sign up to a new 24-month contracts with Orange.
One dealer told Mobile: ‘It is unprecedented. Orange has given a number of dealers the green light to secure the base because they are worried they may end up with Vodafone. They are offering anyone that’s been with Orange over 12 months to start a new 24 month contract with the offer of new handset deals and airtime credit.’
One dealer said: ‘I have never known a retention campaign at this level of intensity before.’
Sources say Orange has also contacted Phonebox Communication’s Orange customers, informing them that Phonebox is no longer an Orange Principal Partner and recommending other Principal Partners for customers to contact.
A source said: ‘This raises the question of ownership. Whose connections are these – are they Phonebox connections or Orange connections?’
One dealer said: ‘I think Phonebox misjudged what Orange’s reaction would be to it moving over to Vodafone and claiming Orange service levels have dropped.’
Mobile understands that Phonebox Communication’s MD Nigel Harrison has complained to Orange about the operator’s aggressive retentions drive.
Orange was unavailable for comment as Mobile went to press.
A spokesman for Phonebox Communications said: ‘We have nothing to add to this and do not wish to comment at this time.’