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  #1  
Old 25.01.2015, 23:51
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Leave Orange HowTo

Background

I wanted to help anyone out there who is not happy with the service they receive from Orange Switzerland. So I decided to put a short HowTo together to help you get a better mobile service and customer service in Switzerland.

If you work at Orange, please use the HowTo to improve your service. Then we may not need to leave you.

The opinions expressed here are my own, and from my own personal experience with Orange Switzerland and other mobile operators. Please contact me if you believe there is any error or omission and if necessary I will add a note to make a correction.


Network Coverage

Before leaving Orange because you are unhappy with their coverage, check where it is not good. Where do you need good data and phone signal? Is it at home, at your work on the motorway or on the train. Once you know, then test with Swisscom and Sunrise to see if theirs is better where you need it. Borrow a friends phone, or get a PAYG for your tests.

Example. My Orange coverage is fine at home. But I don't make many personal calls at home. It is terrible in my office where people often try to call me during the day and where I try to read my e-mail etc. On the train there are areas where it cuts off, but this applies to the other networks as well. In my office Sunrise and Swisscom coverage is super.


Customer Care

t the time of writing, in my personal experience, Orange customer care is bad at my home, at my work and on the train.

Swisscom customer care is fantastic everywhere.

Lebara customer care is fantastic everywhere. "Welcome to the Blue World of Lebara".

I don't know about Sunrise customer care.


Cost

If you consider the three major operators, Swisscom is the most expensive, followed by Sunrise and then Orange. "With the big three operators" you get what you pay for.

There are cheap reseller networks such as Lebara, Micro, Co-op etc. Check which main operator your budget operator is on to make sure you get good coverage at home or where you need it.

Pay as you go does not mean a bad service or expensive calls or data. For example if you need cheap international calls and cheap data, then use Lebara pay as you go, which is part of the Sunrise Network.

If you need are a business customer use Swisscom because of their fantastic customer care.

With the budget international call plans such as Lebara, mobile calls in Switzerland to operators other than Lebara are not cheap.


Example HowTo Leave Orange for Lebara

If you want to keep your number, ask Orange in writing in a registered letter, to convert your number to a Pay A You Go service at the end of Contract. Keep a copy.

Check the notice period on your Orange contract. I think you need to give three months notice in writing to reach them well before the end of the month. Example. Contract expires on 15th December. Registered letter to arrive at Orange before last working day in August. Send it registered and get a copy of the confirmation of delivery. This takes THREE working days minimum in Switzerland and costs about CHF6. Keep a copy.

There are sometimes options to break the contract for a CHF100 penalty. Check with your Orange shop.

Sign up at the Post office for a new SIM card on a pay as you go contract with the new operator and make sure your old Orange number is on the new contract to be ported to the new operator. If they say you cannot port an Orange number to Lebara, tell them they are wrong and ask to speak to someone else who know what they are doing. Usually it will be the apprentice who knows how to do it. If not go to a bigger post office.

Then on the same day send an SMS to 499 with the word YES "on your old Orange phone and SIM". It is also possible to write this text in French, German and Italian. Call Orange on 0800 700 700 and record the call and tell them in advance you are doing so. Ask them to confirm the date of transfer. Write the persons name and time and date of call.

From my experience you may need to call Orange several times over the next month to remind them to finish the process. Don't give up. You have a RIGHT to port your number, so use it.

Keep CHF 10 credit on your old Orange PAYG number half of which you will need for the number transfer. Avoid using this Orange PAYG SIM for any calls, Internet or TXT. It is very expensive.

Wait for the two weeks to see if it is transferred. In the meantime enjoy your new better Swiss Mobile provider with fantastic customer care.

Useful contacts

Orange customer care 0800 700 700
Lebara web site www.lebara.ch
Sunrise web site www.sunrise.ch
Swisscom web site www.swisscom.ch
Comparison site en.comparis.ch
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  #2  
Old 08.02.2015, 07:36
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Re: Leave Orange HowTo

Sunrise never managed to port my wife's phone number from Swisscom. Swisscom charged my several months worth of 'blackberry option', although she never had a Bleckberry. Orange just charged me 15 bucks for a roaming option that I never activated. Network coverage in Thurgau is crap for all three providers.

What I'm trying to say: they're all scumbags and it hardly matters which one you choose. According to the Connect network test that was released a few weeks back, the three network providers here are almost identical in coverage. Swisscom has a slim lead, but they are, on average, about 30-40% more expensive. Orange and Sunrise are almost exactly the same.
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  #3  
Old 23.04.2015, 19:38
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Re: Leave Orange HowTo

Two mistakes
- the notification period for quitting orange is not 3 months but 60 days, and it is calculated in the exact days, not from the end of month (for example not like when you quit your job)
- registered letter arrives in the next working day, not 3 days later. but it's always a good idea to leave a few "buffer" days.
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Old 28.04.2015, 00:37
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Re: Leave Orange HowTo

Hi,

I have corporate phone which is a swisscom contract and a private one which is on orange. I travel to work from Basel to Zurich every day and use either of my phones as mobile hotspots. I have much better success with the Orange connection than I have with the the Swisscom one. It could be down to the phones the swisscom one is from the fruit company and the Orange phone is an S4. So in terms of the coverage I have found Orange better than Swisscom.

With all my interactions in the Orange shops I have been happy and I have regularly adjusted my contract to get a better deal.

Never been particularly impressed with Swisscom, always seem over priced.

I will wait and see what happens but at the moment I am happy with Orange/Salt.

Have fun
Martin
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Old 28.04.2015, 08:09
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Re: Leave Orange HowTo

Quote:
At the time of writing, in my personal experience, Orange customer care is bad at my home, at my work and on the train.
Why would customer care vary according to your physical location.
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