Orange, the largest provider of telecommunications services in Romania, has well over 10 million customers in our country, after the acquisition of the fixed services division of Telekom. The large number of clients that the company has generates substantial income every year, but it also generates quite a few problems, as can be seen in a recent ANCOM report.
Orange is the telecommunications service provider that registers the most complaints regarding the correctness of invoices for fixed internet services. You can see in the image below how big the differences are between Orange, Vodafone, Telekom, RCS & RDS, or Nextgen, which comes as a big surprise for many people.
According to official data, those from Orange registered in the 1st semester of 2021 43.1 complaints regarding the correctness of fixed internet invoices for every 1000 connections. In the second semester, the number increased to 45.9, both being lower than those recorded in both corresponding semesters of 2020, but even so, they remain very high.
Orange is the supplier with the most complaints, the only one that comes close is Nextgen, but in its case, in the second semester of 2021, the complaints dropped substantially. In 2021, Orange provided fixed internet services based on Telekom infrastructure, theoretically with fixed costs, but it seems that even under these conditions, customers had reason to complain about the bills.
Orange registers for fixed internet services many more complaints regarding the correctness of invoices in relation to mobile internet services. This is a very surprising situation in the context where additional costs may appear for mobile services, for example, especially in the case of roaming, and for fixed services there is no similar problem.
Among the reasons why customers may complain, there may be some such as the charging period of the service, the fee charged for connection, installation, reconnection, or disconnection, or the benefits or discounts that are offered, but those from ANCOM do not presents a breakdown of what the customers complained about when they made complaints regarding the correctness of the invoices.
