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2 January, 2004

hours of conversation with mobile carriers

I spent more than 6 hours talking to two mobile service providers.

I ported my mobile number from Orange to B network (B uses Optus network). The main reason I changed my service provider is because I want a good looking phone. The problem, I can't receive calls from other Orange customers, all calls from Orange customers will go to the old Orange handset. I spent more than 6 hours in total talking to two mobile carriers. Reported to them on Sunday, solved on following Friday.

I ported my mobile number from Orange to B network (B uses Optus network). The main reason I changed my service provider is because I want a good looking phone. There's nothing wrong with Orange, except limited features. And I have to say, the call quality is a bit better in CDMA than GSM.

Orange in Australia is CDMA network, which means no SIM cards. In each handset, there's a ESN number, acted as SIM cards in most other phones. The call rate with Orange is cheap, 18c per 30 sec. The problem with Orange... no additional services, unless I switch to 3 network. I can't even download ringtones, I can't send or receive SMS overseas and only up to 120 characters of each SMS allowed.

Since I need a good looking mobile, the Sony Ericsson T610 is just the one I need. (See I got my tee six ten entry.) Will all the features I need, okay, more than I actually need. B has a good deal with it. So I ported my mobile from Orange network to B network, it was ported on 16th December. But it was until 21st Dec that I realised I couldn't receive any phone calls and SMS from other Orange customers. My new handset can receive all phone calls except from Orange customers, and my new handset can make phone calls to all carriers. And Orange customers would dial to my old Orange handset. And I can still make phone calls out of my Orange handset.

And how do I spend more than 6 hours talking to two networks? Easy, they both trying to deny the problem, and blame other party. B has been very helpful from the beginning, however, from my experience, I can assure you that was Orange network's issue. They (Orange) still kept my CDMA handset activated, I could use it to dial out. I could use Orange handset to dial out is not a problem for me, but I can't receive phone calls from other Orange customers. Let me repeat again, all calls from Orange customers would go to the Orange handset. Does that mean I would need to carry two handsets all the time?

I called Orange, they said they've ported out the number, it was nothing to do with them. They blamed Optus (i.e. B) not accepting all the calls. What the?
How about the fact that I could still use the Orange handset to make calls?
The operator had nothing to say but suggested me to call back again on Monday.

So I called both carriers again on Monday (29th Dec), repeated the situation again. This time, Orange operator talked to their technicians, and said that there was no fault on their side. Orange suggested me to call Optus (i.e. B). So I called B, B listened to my story and checked with their network department, also take some notes about the conversation. The problem did not solve on Monday.

Next day, I called B again, and their network department lodge an issue with Orange's network department. It was confirmed (by Orange's network department) that Orange hadn't de-activated the CDMA assigned to my Orange (CDMA) handset completely. Orange's network department said they would fix it in 24 hours. So I waited.

It did not get fixed the following day, but it was NYE 03, I did not have time to call them.

So I called again today (2nd Jan), B's network department contacted Orange's department again, and finally got it fixed. It was Orange's fault, for sure.

Well, I would just say, the customer service, B is far better than Orange. Orange's customer care did not want to listen to my situation at all.

Posted by Antony on 2 January 2004 11:07 PM |

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Posted by Master on 27 March 2007 3:46 AM.
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