Orange showroom employees don’t get it. Try transferring your number

Transferring a number from one network to another is not as easy as it may seem. Users Telepolis.pl Forum share their experiences, pointing out that the biggest problems usually occur when they want to transfer the number to the prepaid offer in the salon (point of sale) target operatorSome time ago I wrote about problems with transferring a number to Plus on a card and charging an additional fee for issuing a SIM cardbut it turns out that it is not good either in Orange chain showrooms.

How to transfer a number to Orange prepaid?

You can use your existing mobile phone number freely transfer between operators regardless of whether we use a subscription or prepaid plan. In this way, we can, for example, transfer a number to Orange on cardwhich the orange operator encourages, for example, with special promotions.

And how can I transfer my number to Orange on a prepaid card? I decided to look for the answer to this question on the Orange Polska website (www.orange.pl). I found information there that it is possible in two ways:

• in person, at a selected Orange showroom,
• online.

It goes on to say that to transfer your number to Orange you must:

• complete the number transfer application, available on the website,
• wait for the courier to arrive and deliver a free, universal SIM card,
• activate a new card to start using the Orange Free prepaid tariff,
• top up your account and activate the offer for those transferring their number via SMS.

By reading this description, available at this addressit can be concluded that a visit to the salon is only for the employee to fill out the online application for the customer. This ambiguity in the description seems to be exploited by some Orange salons, which our Forum users complain about. However, in the past I successfully transferred my number to Orange prepaid or the Orange subscription offer in the showroomarranging everything “on the spot”, without having to wait for the courier. This is also confirmed by the experiences of other people, as well as the spokesman for Orange Polska, Wojciech Jabczyński.

Clear information about the number transfer procedure directly in the showroom is difficult to find on the Orange website, which may mislead customers and lead to misunderstandings.

Customer frustrations

As I wrote earlier, users of the Telepolis.pl Forum tend to problems with transferring a number to Orange prepaid in an orange store. They complain that in many cases the matter cannot be resolved on the spotand sometimes it is proposed there “courier” procedure. This involves filling out the application for transferring the number online, as described above, and then waiting for the courier with the SIM card. However, this prolongs the entire operation.

I also have a big request for clarification of the same problem in Orange. How is it finally with their regulations – is it possible to transfer in the store (with completing the procedure and receiving the card on site) or do they only give the card in those friendly stores?

I can provide a list of salons in Lublin and the surrounding areas (13 locations in total) in which I was refused a number transfer on-site in the last 2 months. Some of them offered the “by courier” procedure. Of course, transferring to a subscription would not be a problem. Even today, in one of the salons, I heard unofficially that “salons are not obliged to transfer a number to a prepaid offer” and they are not afraid of any complaints or claims in this regard. If this is Orange’s policy, then maybe they should finally update the information and regulations instead of irritating customers.

– wrote MariuszY on our Forum

Since the beginning of May this year, MariuszY has visited several Orange showrooms (I gave their list to the Orange Polska spokesman), where each time he encountered various obstacles that prevented him from transferring his number “on the spot”. He learned that the only available option is to transfer the number by courier.

Our Reader visited salons in large shopping centers and smaller towns, but everywhere he was met with a refusal to transfer the number in the salon. In one case, the salon employee clearly stated that complaints about their operation will not impress them and that the number can only be transferred via courier procedure.

If Orange is going to play this game, I wonder what they’ll do when I start transferring my number to them by courier every 3 days, and I have over a hundred of them. It could be interesting, especially since I don’t care about maintaining the vast majority of them. I’m just terribly frustrated by the waste of time searching for customer-friendly Orange locations. As a person “on the move”, I can’t always wait for a courier for, say, 3 days.

I would be grateful for shedding light on the matter and perhaps persuading the operator to take a clear position on the possibility of transferring the number to OFnK with one visit to the salon.

– added MariuszY

What does Orange say about this?

Due to the problems with transferring a number to Orange prepaid, reported by our Readers and users of the Telepolis.pl Forum, I contacted Wojciech Jabczyńskispokesman for the orange operator. His response clearly shows that no salon can turn away a person who wants to transfer a number to an orange prepaid plan.

This is an unacceptable practice. Each salon has the possibility and obligation to accept an order to transfer a number to the Orange prepaid offer. We will check all the cases provided internally. We have also reminded all salons of the procedures and the obligation to comply with them, and we will plan new control mechanisms to prevent such situations from occurring. We apologize to customers for any inconvenience.

– Wojciech Jabczyński, spokesman for Orange Polska, told the TELEPOLIS.PL editorial office

The problem with transferring numbers indicates the need for clear and unambiguous rules applicable in all Orange stores. Customers must be sure that their case will be resolved quickly and without unnecessary complications. Transparency of procedures and easy access to information are key to minimizing customer frustration and ensuring positive experiences with the operator’s services.