Trying to switch internet subscription, a professional one, from Orange to another. It is horrible how often I had to call to explain that I have posted my cancellation as per their procedure. Each time after stayng on the phone for at least 20 minutes, I got the message : 'now it is OK, we have received all we need from you" . Two weeks later later another letter in the mailbox, that I have to return the erquipment, otherwise I have to pay 200 Euro. Again went through the same process as described above, and now for the third time. Not a company to recommend, as they are easy to sign up, awful to get rid of.
Get your new supplier to do the termination on your behalf.
Yeah, I like their product (my fibre and mobile is excellent) but they are frustrating to deal with.
Did you send the router back via LRAR? Have you got confirmation of delivery back yet?
Yes, I got the confirmations, and also handed this info during my calls. Still I keep getting their notices to send it back. Frustrating and time consuming
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Can it be taken into an Orange shop?
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Orange treat customers as commodities. They will lie to you without compunction as they did to me, even when I challenged them with the truth. I will never deal with Orange again.
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If you have the proof that you have done all that you are supposed to do, then I would throw any subsequent letters in the bin.
That would be a mistake if they’re claiming that money is still owed.
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Why ? If you can prove that no money is owed, and that you have sent said proof to Orange, then what is the problem. Why should one pander to their incompetence.
I’m not sure any other European telco’s service is really any better. Customer acquisition is everything, followed by customer retention by any means. Customer service and satisfaction are way down the list, its’s only a cost centre. That’s just the business model and as long as the “regulators” let them get away with it, that’s all we’re going to get.
I’ve been waiting twenty years for a decent broadband service. We’ve still no fibre, though some neighbours have. Having used my own twined TP Link 4G routers for years I recently swapped to Orange 5G (a service provided so that they can fiddle their fast internet penetration numbers). We’re now on our forth shitty Huawei 5G router in a year.
Though, I have had the opportunity to talk to many charming Orange call agents, and a few not so charming ones. I think one of them was having a nervous breakdown. I really wondered how alert Orange management. It must be a dreadful job.
However retaining customers generally requires offering some level of service.
One would think so, but I think retention is more focussed n making it as awkward as possible to leave.
Because one would be much better to continue to try to resolve it before it gets to the legal action stage, which it would.
You might resent pandering to their incompetence but, personally, I’d resent the pain of dealing with a hussier even more.
That’s what we did years ago when returning a non functioning router. Remember to take the bits of wiring, plug too… or they’ll charge you for that. Expect a long queue.
Apart from a few early issues with the call centre, we are OK with Orange. The fibre works well, and the Livebox is reliable except when the mains power goes off, as it did during recent storms.
Theoretically we can get fibre at my house, but I have no desire to be held hostage by Orange or any other abusive telco. I had enough of that in the US, where in addition to similar abuse, the price is 2 or 3x what it is here.
We have a 4g router which works just fine for our uses on SFR or Bouyges since the tower is about 500m away. Even better- we can get SFR from any number of MNVOs that can be switched off at will and changed like underwear. I suppose I could buy my own 5g router (a bit expensive) but I haven’t heard any complaints from the other consumers in the house, so it can wait.
We didn’t experience the hoped for speed improvement moving from 4G to 5G, though the main incentive was unlimited data. Previously I had two 4G routers with two Free SIMS, each with 200GB per month. The master plan was to gain the speed benefit of 5G and stream like mad, thus using far more than 400GB PM. I shouldn’t have bothered 
The best laid plans…
I do have speed monitoring S/W so I should set it up and embete Orange with the logs 
I know the feeling. You think it should be better, on paper, but…
With the cutthroat competition here we can get around 600go on 2 SIMs for less than 20 euros total. Currently using Prixtel and Lebara now (both SFR). We just about top 300go usage, depending on how much Netflix the power consumers consume. Life is good. Back in the US, I had a 5G router from Tmo that was $50/mo, and that was absolutely best deal available.
I shouldn’t have given my 4G routers away
4G routers are pretty cheap.
5G routers OTOH…
Yes, the free one from Orange was another incentive. I would have been really ticked off if I had bought a 5G one and saw no improvement.