Orange Complaints: Should Orange Be Your Next Service Provider?

Orange complaints historyThe United Kingdom is known all over the world as one of the most forward thinking countries mainly because of its immense financial importance to the whole world. There is also strong financial data that supports this. For example, as per number from Ofcom, this is a country where 94 percent of people have a mobile phone and 75 percent of adults have broadband connections.

Furthermore, the average broadband speed is a significant 12.0 Mbit per second and 15 percent of the people live in homes that rely solely on mobile connectivity. If you are a typical citizen of the United Kingdom, then you must cherish your broadband and mobile connections as well. Thus, if you are looking for a new connection then you must have plans of comparing various service providers. One of the options available to you is Orange. While you should consider a number of things to figure out whether Orange’s services are good enough for you, you should not neglect checking the Orange complaints history.

The Rich Heritage and Quality Services of Orange

The most recent significant reason for which Orange was in news was its merger with T-Mobile for the creation of EE, a Joint Venture. Orange began in 1993 in the form of Hutchison Telecom, was acquired by France Telecom in 2000, and later merged with T-Mobile in 2009. The parent company, after the merger, decided to continue both the brands i.e. Orange and T-Mobile. Orange benefits from the fact that EE, its parent company, boasts of the largest mobile network in the United Kingdom. Orange, specifically, has around 17 million customers. The services of Orange can be broken down into two categories which are broadband and mobile. Orange is also credited with being the first company to introduce per second billing in the mobile industry of United Kingdom, in 1994.

Orange Complaints – Are they resolved?

EE T-mobile Orange logosEven though while evaluating service providers, people usually consider variables such as costs, features, facilities, and even networks, assessing complaints history is also important. For instance, if you analyse Orange complaints statistics, you would get a clear idea of the manner in which the company handles complaints from its customers.

For this to work, you need to get the data from a neutral party such as Ofcom which releases complaints statistics fairly regularly. Ofcom’s complaint numbers, however, focus only on complaints that it receives and do not include the complaints that the responsible company resolves independently. Thus, the lesser the complaints Ofcom receives about a particular company, the better that company is able to keep its customers satisfied. This is why analysing Orange complaints history is beneficial.

Orange Broadband Complaints

Within the broadband category of Ofcom statistics about company complaints covering a period between Q3, 2011 and Q3, 2013, Orange appeared as the most complained about company active in the market during the period. In fact, in five of the nine quarters for which data is available from Ofcom, Orange lead all its competitors in terms of complaints made against it by its customers to Ofcom. Moreover, there was no visible improvement in Orange’s services either as is evident by the fact that it had 0.44 complaints per 1, 000 customers against it with Ofcom in Q3, 2011 and by the Q3, 2013, this number actually went up to 0.45 complaints per 1, 000 customers. There was even a quarter in the Orange complaints history in which there were 0.70 complaints against Orange to Ofcom for every 1, 000 Orange customers. A large chunk of these complaints were related to billing and service breakdowns.

Trending Orange Mobile Complaints

The pattern of Orange being one of the most complained about companies to Ofcom remained consistent even in the mobile network service niche. However, in terms of trends, Orange actually managed to reduce the number of complaints that were made against it to Ofcom between the periods of Q3, 2011 and Q3, 2013. In Q3, 2011, there were 0.16 Orange complaints to Ofcom for every 1, 000 customers but by Q3, 2013, the number of complaints went down to 0.12 complaints per 1, 000 customers.

Comparing Orange Complaints History with Its Competitors’ Histories

In the majority of quarters for which the statistics are available, statistics shows the company to be in either first or second spot in terms of complaints made against it to Ofcom. The most noteworthy period was the Q4, 2011 wherein Orange complaints went up to a whopping 0.39 complaints for every 1, 000 Orange customers. This period was noteworthy simply because the second spot was held by Three UK which had only 0.19 complaints for every 1, 000 customers which shows the stark difference between the first and second spots. In both broadband and mobile service categories, complaints against Orange to Ofcom were never below the industry average which means that the company’s performance was worse than the industry benchmarks. For instance, in the broadband category during Q3, 2013, Orange complaints were 0.45 complaints per 1, 000 customers while the industry average was more than half of that at 0.22 complaints for every 1, 000 customers. Similarly, in the mobile service category during Q3, 2013, while Orange’s numbers were 0.12 complaints per 1, 000 customers, the industry average was only 0.07 complaints.

How Can You Make Your Orange Complaints Heard? How Can I Make an Orange Complaint?

As is widely known in the United Kingdom, Orange is nothing more than one of EE brands since the merger between Orange UK and T-Mobile UK. This means that if you want to complain about Orange then you would have to approach EE. There are three ways through which you can take your Orange complaints to EE. The first is to simply call on one of the EE contact numbers, the second is to email them, and the third is to convey the complaint through an online form. EE also has an in-house escalation method where a complainant can ask the resolution process to be reviewed.