Orange Luxembourg Arvostelua 119

Client pro, ils m’ont contacté pour réserver un iPhone 16. Je valide la réservation de l’appareil, orange me confirme celle-ci par mail.
Je me rends en agence… On m’explique que j’aurais du venir plus tôt… D’autres clients pro fâchés étaient dans le shop. Pas très serieux. Ce n’est pas la première fois.
Orange soyez plus pro… pour le moment c’est de l’amateurisme.

I tried all network providers in Luxembourg and Orange is the worst by far when considering coverage and speed.

Service client nul, problème non résolu (ce qui n’est pas grave) mais en plus de ça j’ai dû supporter qu’on me parle avec un ton condescendant malgré avoir communiqué avec respect.
À se demander si je devais de l’argent à cette personne. N’importe qui travaille dans le commercial de nos jours.

I wanted to change my package, and customer service told me that I have to wait until the end of month. And the offer was gone.
If you want to switch your e-sim from one number to another, they ask you to come to the store for security reasons. IN 2024, they cannot send an E-SIM by e mail.
Their customer service coughs on the microphone all time.
Pay the difference and use other providers.

They make it easy for crooks to charge you premium SMS for "services/scam" you never subscribed for and customer service shows zero empathy and keeps repeating in loop their learned script " it is legal " without actually understanding what they're talking about as they can't answer question regarding the law and the double opt-in. All they do is offer you an extra 2 euro package to block any of these scams. A decent company would provide this for free. I wouldn't be surprised people from within Orange are actually behind these scams. Would be interesting to dig into this.

Je déconseille fortement. Ça fait plusieurs années que mon copain et moi sommes abonnées chez eux et franchement ces derniers mois c’est catastrophique. Vous payez chaque mois pour que RIEN ne fonctionne, même après plusieurs réclamations… ni vos simples appels téléphonique ni internet ne fonctionne….
Des que nous avons le temps nous allons annulé nos contrats avec eux.. !!

We used to have a contract for a SIM for an LTE based router with them.

The connection kept dropping out and disconnecting.

A signal strength issue was explicitly excluded as the reason for this behavior.

After contacting their sales representative multiple times about this, we told them plainly that we are considering switching to their competitor.

We were just told that we should "just go ahead", which we did.

We haven't had any connectivity issue with that particular router since, and we're still running on the exact same equipment.

We had to deal with their cancellation process and fees etc. of course, which were annoying extra costs, but at least we got a reliable connection now

Worst company ever. Avoid it like the plague. They are super sneaky with their plans and their small prints. Got charged 70 extra euros for a 15 euro plan because extra internet. Moved to the unlimited plan, and it runs out!!! They then drop your speed to 512K like in 1998.

Horrible company. Sneaky and shady to the bone.

Be aware of them. I wish I had.

They issued a credit note in the wrong way; they even credited to our account. It was FEBRUARY. I informed them of the error: they set off the CN towards the invoice AND paid the credit note to our bank account. So double credit that I have reported to them. They corrected it with the result that the invoice that was wrongly set off with the CN became, correctly, unpaid. Then for two months they have not sent that invoice to collection via the existing direct debit. All previous and subsequent invoices were duly paid. After 3 chats and one call not only that invoice is still open but it has also triggered two reminders at the total cost of 20 Euro. I suggest you do not venture into reminder's fees if you are not able to deal with the basics accounting and collection process. Every call/chat means to go through the story yet again. They are lucky that the binding strategies make it difficult to change operator. Not that the others are better, though. They just promised to fix it, but I do not trust them. How much has this cost Orange customer care and us?

If you enjoy getting robbed blind this company is for you. I have a 5 Euro a month plan but pay around 50 euro every month for god knows what. I never use more than my allotted 1GB a month but always seem to be charged for extra data and voice. These people deserve to be in jail.

Equipe à l'écoute, conseils avisés, choix judicieux au service du client. Ce centre Orange.lu Cactus Howald tenu par une équipe dynamique est à recommander vivement!
Quatre étoiles + car le firmament n'est jamais atteint!

Orange is making it impossible for you to become a client.

I am currenty with Post Luxembourg and I want to switch to Orange to take advantage of their Optique fiber and mobile offer.

The thing is, I'm moving to a new apartment with Orange Internet already in the name of the former tenant. So I wanted to know

1/ whether this subscription can be transferred to my name and how

2/ once I have this subscription under my name, can I change it to take advantage of the fiber and mobile offer deal. Or will it make me ineligible for this deal.

Anyhow, I came to their store on Friday last week. The sales rep has no answer. Told me he would call me back.
Today Monday I'm back to their store again, asking the same question. He told me his superiors sick and therefore he doesn't know who to ask.

There is only one person in the vast orange organisation that knows the answer to this it seems.

I have given upon becoming a client with Orange.

très sympa, a pris beaucoup de temps, bien conseillé

multiple charges for the same invoice. I was charged double, my spouse three times for the same invoice (two weeks ago and today) We were in the office and they showed their system in the screen that all invoices are paid and were won#t be charged again, but then later in the evening they charged again both of us. Stupid system, don't share any credit card or bank account with them. Only separate bank account will work with certain balance for invoice, otherwise those moneymakers empty your current account and you will miss other automatic payments

If I could give less than a 1 star rating, I would do it. It is the worse network (especially international roaming network). They keep saying they are the best, the biggest network…not sure where this is coming, it must be all theoretical, for sure in real live this is complete nonsense.
I have been complaining
for more than 2 months concerning international techinical issues, not available, network not recognised, number not recognised ETC…name it all bad. I keep reminding them every week and they still have no solution…
We are in the 21 centary and to have a customer/technical orange service of this level is just bad, not worth it, …the words can not be found to describe how such a bad customer experience I am feeling as a person, as a company…
Need to change to other provider sooner than later.

DO NOT SWITH TO ORANGE LUXEMBOURG, even if they are cheaper it is not worth it!!!

Sehr schlechter Kundenservice und komplett falsche Abrechnung mit völlig überzogenen Roaminggebühren, und doppelter (!) Abrechnung (also mehrmals 2 Gespräche zur exakt gleichen Zeit mit der exakt gleichen Dauer).

Es ist unmöglich, einen persönlichen Termin mit einer kompetenten Führungskraft zu bekommen.

Unglaublich frustrierender Service!

Nul.... on prend le temps de se rendre en boutique pour plus d'explications, mais apparement les boutiques ne peuvent pas résoudre les problèmes d'encaissement. Il fallait y penser avant, on me menace de bloquer ma ligne car je n'ai pas payé mes facture alors que ma carte de crédit est enregistrée pour prélèvements automatiques. Si on a la volonté de s'implanter dans un pays, on doit avoir un service client à la hauteur, offrir des services au moins aussi compétitifs que la concurrence! Décevant, le service client en ligne ainsi que l'espace personel est très confus, les paiements de s'actualisent pas. Ceci ne donne vraiment une impression de confiance... à noter que pour example on me facture 3 EUR pour l'utilisation d'une carte SIM sur laquelle je n'ai aucune opération, en consultant la concurrence si on a un compte c'est gratuit, donc là je me demande si je ne vais pas tout arrêter...

Absolute garbage service, stay away if you don't have time to dispute erroneous bills.

I've had my phone number with them for 3.5 years and I've been wrongly billed multiple times for over 10x the normal amount, only to spend hours trying to explain the issue to them through phone and email with extremely bad interactions. It takes time, they're not helpful and are most of the time downright rude.

Copy paste of my mail to Orange:

"Hello,

I have no internet since the morning of thursday the 24.08.2023. I opened up a ticket at around 10:00 in the morning "Request ref. Selfcare/******".
No replies at all so I decided to text via the chat at 16:30 and got the feedback that my issue will be forwarded to a technician (which apparently it wasn't even though I opened the ticket in the morning and it was acknowledged shortly after).

Still nothing happening, 0 Feedback, I call up the english hotline at 18:00 to immediately be greeted by someone who barely spoke english, telling me the issue will be forwarded to a technician. Me being fed up pressured the woman to hand me over to a technician immediately. I was extremely dumbfounded when she told me that it's not possible since everybody is at home and the technician will return the next day and won't be working on the weekend. I never ever in my entire life in germany heard that an internet provider doesn't have 24/7 support.

At 9:00 in the morning on the following day I called again and demanded to be handed over to a technician. After being patched through, this person was the first one who actually was able to explain the situation, give me feedback and on a side note mentioned, that I should be eligible to request an "Airbox" to at least have some sort of internet connection. This should've been mentioned even before contacting the actual technician.

Since the 4G and 5G coverage is bad in my apartment, the connection was unreliable.

Today I called againat 10:44 to receive information on the matter and of course the lady from the support told me it will be forwarded to a technician, which it wasn't, who would call me within 10 minutes, which he didn't. I had to call again at 13:18 to receive actual competent feedback from a technician who told me it will probably be fixed today.

This has been by far the worst customer experience I had in my life in regard to internet providers. 0 information flow, 0 support if I hadn't called up my continued to press the support to be transferred to an technician.

Why on earth doesn't orange have a kind of broad response system to tell every customer flagged with the same issue "The issue has been identified as XY, we are currently working on solving it and it should take XY hours".

I pay 65€ each month, I pay the 74€ to the owner of the grid with better service. Orange will be receiving the cancellation of my contract shortly.

Un service client incompétent: leur système d’encaissement par carte a connu un dysfonctionnement en mai, j’ai demandé à passer en prélèvement pour ne plus rencontrer ce même problème mais depuis, Orange suspend les services car ils n’arrivent pas à encaisser l’échéance de mai ! Ils arrivent pourtant à encaisser les échéances suivantes ! Aucun service client, aucun bon sens et pas une excuse… c’est vraiment lamentable. Orange est vraimrnt le plus mauvais des opérateurs au Luxembourg.
J’ajoute à cela que le site Orange est archaïque, il semble avoir été développé par un stagiaire des années 2000 !