Orange Value Promise not as much value as promised
We'll match any tariff as long as it's not too low
Orange UK is falling short of its promise that it can match the tariff from any other network, right down to the way it's charged, for business customers.
Orange's problems stem from the fact that after introducing the Orange Value Promise, other network operators introduced various forms of unlimited data tariffs which the company has had a hard time competing with.
When one customer asked Orange for an unlimited data tariff matched to a competitor they were told: "We do offer Orange Value Promise but we do not match ALL deals especially promotional deals with ALL networks. We only select a few in which we match."
This comes despite the commitment outlined on its website. Promising to match some of the competitors' less competitive tariffs, at your discretion, is hardly compelling.
Apparently, T-Mobile's Web'n'Walk tariff has proved particularly difficult to match, and eventually a spokesman told us the Orange Value Promise had been suspended a year ago.
But the promise is clearly and prominently displayed on the company's website, and customers asking about it are not told it's no longer available.
Orange said it is looking into why this is the case, but as it stands the promise remains in writing and we can only recommend that customers hold the company to it. ®
Orange has been in touch to make it clear that their billing system isn't capable of supporting a tariff like Web 'n Walk; it's just too complicated. Therefore they have no obligation to offer it; according to clause 2.10 of their terms and conditions, despite what they promised.
This is particularly odd given the recent launch of their own unmetered tariff for consumers.
Not just mobile/broadband package problems.
I'd be happy if they proved capable of minor things such as migration of of old fslife.co.uk accounts to orangehome.co.uk mail servers without blowing up DNS pointers to said servers, their 8Mb service proved capable of more than 1.8 to 2.2 Mb download speeds, and if they could actually resolve issues with RADIUS servers. The fact is that these problems have been the rule rather than the exception for some time now.
I'd be even happier if they actually managed to keep track of who has signed up for what package, and if their unsolicited telesales personnel would refrain from attempting to rope me into a further 12 month contract (against my express instruction) despite my protestation that as soon as my wifes university year was over we would be off to a new ISP.
Whilst I used to work for a PC manufacturer selling consumer kit through PC World I used to occasionally get a little exasperated at the dumb questions posed by some of the old freeserve support team, the dimmest such employees are positive masterminds in comparison to some of the current Orange personnel.
At the moment a team of macaquaes could probably run a more useful service.
After 5 years with OUK I just moved all of the family to T-Mobile almost entirely because of much better tariffs. We are on three different tariffs, none of which could be matched by OUK. The only phone left on OUK is the OVP Virgin match with no monthly rental used for guests. Serves them right. The monthly bill is cut in half and everybody got a bit of unlimited use, either web or sms.
I have been with Orange for seven years and have never had a single issue. I was self-employed and had a business tariff which my adviser would phone up about and tell me I was using more or less minutes/texts and which tariff might suit me better. I have had refunds for poor connectivity, free upgrade for my wife (for no reason other than me asking if it was possible) and a call from a Customer Service Manager to explain why they'd not billed me one month - and to waive the charges! So it's not all bad...