Orange ‘using delay tactics’ to keep customers

Orange ‘using delay tactics’ to keep customers

Dealers are criticising Orange over its behaviour towards customers when they attempt to leave the network.

Dealers claim that some Orange staff have been forcing customers to wait 30 days to receive their PAC code, which is needed to keep your number when transferring to another operator, effectively meaning customers pay for an unwanted month with the network.

It has also been said that many customers have raised concerns that Orange tried to ‘bully’ them into staying. 

Orange says it issues PAC codes within two working days, but dealers countered this claim.

One dealer told Mobile: ‘Customers always have problems with Orange and see it as a parting shot when they have to pay for an extra month. Orange are very stubborn and by far the slowest to give PAC codes.’

Another said: ‘It seems like they deliberately don’t send the PAC codes and while customers are waiting, they call them up and try to bully them into staying.’

O2 and Vodafone generally send PAC codes within four to five days, and 3 and T-Mobile issue them straight away.

Orange CEO Tom Alexander (pictured) is currently in the midst of attempting to clean up the company’s poor customer service reputation.

He told Mobile in April of his plan to make Orange more customer centric and ‘the best loved communications brand’. An Orange spokesperson said: ‘We comply with the mobile number portability process manual, and always stay within the guidelines.’

Two-hour porting plans slow

Plans for speedier number porting are in danger of falling behind schedule because of delays caused by networks, according to the chairman of the organisation responsible for the changes.

Porting times were reduced from seven to two days in March, and Ofcom wants this to be reduced further to just two hours by September 2009.

Networks have been critical of the plans, raising concerns about the cost of the project and claims of a possible increase in slamming.

Vodafone has been the most vociferous in its opposition of the plans, taking the matter to a Competition Appeals Tribunal (CAT), which has now concluded. A decision by the CAT is still pending.


Written by Mobile Today
Mobile Today


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