So far I've pretty much had bad experience with mobile companies. I used to be on bt with PAYG which was all well and good, but the charges started getting absurd, even with free minutes etc, I was going through £10 of credit per day, and with no record of what was stripping me of my credit I coulnd't really contest anything, so I scrapped PAYG and moved to contract. BT lost my business because they upped all their prices without informing anyone (why I left them)
Moved to a contract with Three since they had teh best coverage in my local area. All was well and good, great contract, cheap, good phone upgrades. Until it came to cancelling.
I signed up for a new contract with 3, and asked they cancel the old one (due to a deal it was easier to sign the new and cancel the old, and cheaper to boot) a month later I got a new bill through, called up and asked why they hadn't cancelled it, instead of doing what they asked, they'd extended me onto another 24 month contract. They refused to cancel this so I cancelled the DD, they then called in debt collectors on me. After several months of talking to ofcom and god knows how much in phonebills from calling india eventually the contract was cancelled since I hadn't signed anything.
I think the end result was from talking to their governing body, with my end result being. "I didn't sign a contract, I did not want a new contract, I have not used this new contract Three signed me up for. If this contract is not cancelled, I will be taking you to court, and I will be making sure as many news papers know about it as possible" It was at that point they cracked, partly because of the newspaper threat (i like to think) mostly because they didn't have a single piece of evidence to say I'd signed up to the contract since nothing was signed, and they'd basically broken procedure.
So out of three, onto orange. And yet more problems. First of all random drops in signal, random charges which made no sense to me, turned out orange had pre-installed bloatware on my phone which charges £4 a month, with no way to uninstall it. I had to contact orange and tell them to deactivate the subscription and refund me what I'd been charged... Every month... Eventually i had to install Cyanogenmod purely to get rid of teh orange bloatware.
Move on to the home internet. We've been with wanadoo > freeserve > orange for years. Wanadoo were great, Freeserve were okay, Orange are lying scum who have cost us a lot of money. For starters the quality of service drop with each changeover, ignorable as it may be. We would get random letters from Orange stating we'd exceeded their "fair use" policy, despite nobody downloading anything, and after contact them refusing to tell us what counted as "fair use" eventually the letters stopped.
Moving on to the home phoneline. We were stuck on 2mb for ages due to the area we were in, I noted that many houses in our area were on 16. Funny enough later that week Orange called us, telling us that we could get 16mb in our area, and that we could lower our monthly bill by changing from a BT landline to an Orange landline. Family consulted me since I'm the IT guy, told them to confirm that they could get the speeds in writing, and the bills in writing and if they did, go for it. So they did and they went for it.
The itnernet speed went up to 8mb, and atop the bill they sent us, they were adding an extra £15 per month. Why? We're outside of the core orange area, so it costs an extra £15 per month for orange services, despite the fact they called us, and they never informed us of these hidden charges despite the family asking, several times. Why was our internet speed half of what they promised? Because we're outside of the core area, they can only offer ADSL up to 8mb.
After much arguing my family settled on the first 6 months free, followed by paying the full bill for the next 6 months. This was ignoring my advice to get the contract cancelled outright for orange failing to uphold their end of the deal, and failing to provide information when asked. We're moving back to BT in August, the family doesn't seem to realize that changing the line back to BT will probably cost an arm and a leg.
I dont' deny my family isn't at fault for the last section of this, they're idiots who ignored my advice. But the rest of it (well the orange bit, who are now EE) is just a small subsection of my experience in what shysters they are. I would not trust them in any way shape or form when it comes to broadband. And I have little faith in any mobile company when it comes to mobile contracts (I'm probably moving to giffgaff when my contract expires)
And it's not just me, a friend of mine had Orange cancel 5 of his contracts (he had the contracts for his whole family cancelled) why? Orange blocked one of his payments due to a fault on their system. He then paid again and informed them, a week later they charged him for that month a second time, when he called to compalin they apologized... and charged him a third time. They then sent out a later demanding payment because he hadn't paid anything that month and locked all his contracts. By this point he had failed to pay his rent and gas bill.
When he called up he pretty much ripped them a new one, demanded the contracts be cancelled since their collosal fuckup had cost him so much. Luckily he works in sales so he actually knew how to word it correctly "rather than my usual you fucked up you sort this... I'm not good with people)
And even with workplace contracts they're shit. Where I work there's a lot of travel to china / portugal / eastern europe. So what happens? The company signs up for a mobile deal with orange, with raoming set up abroad for all company mobiles. Small extra cost sure but it saves money in the long run. Except with orange who cancelled the free roaming since it hadn't been used during the firs tfew months, but continued to charge for it, and then proceeded to charge a few thousand more to the company for roaming charges when the roaming was used.
I'm honestly not surprised EE have lsot customers and revenue. If they stopped bullshitting everyone and started to deliver on what they promised they might actually retain customers.