by Profile closed
Not applicable

Problems with Your Orange online

Hello,

 

Orange online accounts seem to be corrupting again.

 

Currently reported on here are myself, @Testgoth9001@BlueStrawberrie, @fly22 and @rallymanta who are all affected.

 

Accounts seem to be breaking down by not displaying correctly and giving technical error messages until the account breaks down completely and a permanent technical error is given:

 

'Sorry, we're having some technical issues - please try again.'

 

nb: for any others affected if the green OK button still appears just below the error message your account may still be accessible. Keep clicking it until it stops looping and stays on the main account page or try accessing a page other than it like the main Top up & manage cards page by opening this link in another tab when logged in:

 

https://www.youraccount.orange.co.uk/sss/jfn?mfunc=354&jfnRC=1

 

You can try changing your password through your online profile page:

 

https://web.orange.co.uk/id/profilemanagement.php

 

But it is not a log in error this time and it does not seem to be working.

 

 

18 REPLIES 18
by
EE Community Support Team

Re: Problems with Your Orange online

Hi @Profile closed,

 

Thanks for flagging this issue.

 

Our technical team will need to get some support tickets raised so the issue can be investigated.

 

Please get in touch with customer services and a member of the team will be happy to help.

 

James

by Profile closed
Not applicable

Re: Problems with Your Orange online

Hello @James_B,

 

I have been experiencing this problem since around 18th May - neither customer service or executive office have resolved it as of yet. I am in contact with them almost daily but nothing is happening. 🙂

by
EE Community Support Team

Re: Problems with Your Orange online

Thanks for the update @Profile closed

 

Glad you've flagged it with customer services. Smiley Happy

 

James

by Profile closed
Not applicable

Re: Problems with Your Orange online

Hello @James_B I am sorry I think you may have misunderstood my post.

 

I am seriously struggling with this issue and have been for two and a half months. Do EE really have no information on it?

 

As you can see from this thread it is affecting a few of us now.

 

I called again today to be told nothing can be done until the agent handling my case is back in on Saturday.

by
EE Community Support Team

Re: Problems with Your Orange online

Hi @Profile closed,

 

Your issue has been escalated to the right team.

 

They'll follow it through to completion for you.

 

Thanks

 

James

by Profile closed
Not applicable

Re: Problems with Your Orange online

So basically my online account is never going to get fixed then and we are now all going to be ignored on this issue?

 

For the third time this should not be taking over two months. 

by BlueStrawberrie Investigator
Investigator

Re: Problems with Your Orange online

Is that a confirmation @James_B or just an assumption that some other department will take care of the issue?

 

TBH, I'm dumbfounded by what @Profile closed has said about the problem and how long it's lingered for, and the dis-interest of EE in keeping in contact with affected customers. I don't have anything quite like the patience or commitment he has as an EE/Orange customer and I'm minded to just swap my grandad's SIM for a network that works.

by
EE Community Support Team

Re: Problems with Your Orange online

Hi @BlueStrawberrie

 

Thanks for your post 🙂

 

@James_B has been off since last Thursday evening and won't be back until tomorrow.

 

He is correct and when this is reported via the correct channel of customer services then it can be investigated.

 

We do have a huge interest in trying to fix things if they go wrong and reporting to the right team will result in investigation work to try resolve things.

 

Thank you

 

Richard

 

🙂

 

by Profile closed
Not applicable

Re: Problems with Your Orange online

Well it has taken three months so far and neither this forum, customer service or executive office have helped me to take one step forward with this issue.

by Profile closed
Not applicable

Re: Problems with Your Orange online

I have already called three times this morning alone.

 

Getting absolutely nowhere.

 

This is beyond disgusting service now EE.

by
EE Community Support Team

Re: Problems with Your Orange online

Hi @Profile closed

 

The team will be working hard to fix this if the ticket has been flagged and opened.

 

Thank you

 

Richard

 

🙂

by Profile closed
Not applicable

Re: Problems with Your Orange online

Thank you @Richard_C I will update the thread when they get back to me.

 

🙂

by
EE Community Support Team

Re: Problems with Your Orange online

Thank you for your patience @Profile closed

 

Much appreciated.

 

Rich

 

🙂

by BlueStrawberrie Investigator
Investigator

Re: Problems with Your Orange online

Don't suppose anybody's got back to you, have they, @Profile closed?

by
EE Community Support Team

Re: Problems with Your Orange online

Hi @BlueStrawberrie

 

There is no further update at the moment, as soon as we have one we will let you know.

 

Have a great weekend.

 

Richard

 

🙂

by Profile closed
Not applicable

Re: Problems with Your Orange online

Executive office did get back to me yes but no progress was made.

 

Because it has been over 8 (12 in fact) weeks I have received my letter of deadlock and registered a complaint with the Ombudsmen Services who accepted it.

by BlueStrawberrie Investigator
Investigator

Re: Problems with Your Orange online

Good luck with that. I'm going to advise my Grandad just takes a PAC and moves to a reliable network.

by
EE Community Support Team

Re: Problems with Your Orange online

Hello there @BlueStrawberrie

 

This is being looked into and we are passing on all feedback for this.

 

Could you also send me your Granddad’s name and mobile number in a private message,  I will pass this on to the support team.

 

Thanks, Leanne.

 

 

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