I called Orange today because my Nokia 6680 has been playing up. Several times now, after it has been on for a while (a few days) it fails to ring when an incoming call arrives.
Obviously, this is a big problem for a phone 
As I now have an Orange Premier account, I called the magic number and got through almost immediately to a real person who very quickly diagnosed the problem and arranged for a replacement handset to be sent out by courier.
So, hopefully by this time tomorrow I’ll have a new handset.
Hurrah!
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