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Orange UK 2.1 update news

bomber12 said:
Dear Geoff
Thank you for your return email.

I am sorry to learn that you are not able to update your HTC Hero handset to the latest Android 2.1 version. Please accept my sincere apologies for any inconvenience this has caused.

We are currently experiencing a large number of queries that have caused a back log of emails, making it very difficult for us to respond to you in a timely manner. Please accept my apologies for the lack of response and the delay you have experienced.

In regards to your query I would like to advise, as stated in our previous email, that it is not possible to advise of any estimated timescale for the testing of this update by Orange, furthermore, we can not guarantee that an update will be released at all regarding the HTC Hero as the updates that could be released may never work alongside the Orange branding on the phone.

The link that you were given in our previous response is for future use, so if an update does become available for your phone then you can complete the details and thus process a download. If there is not a download available then you will not be able to access this information to process from the Orange website. I will apologise if this information was not made clear previously.

Furthermore we can not advise when we receive the update from HTC directly and we can not confirm whether or not testing is being continued or whether it has failed testing and then we are waiting for a new updated version to start testing.

Remember, the 2.1 version may never be released on the Orange network if we can not get it to work along side your Orange branding within your phone.

I appreciate that this response is not ideal. However, I trust this information clarifies our position in this matter.

Kind regards

Andy
Orange Online Services
Click to expand...

This is about the least positive message I've seen so far. If orange aren't capable of modifying the firmware to their liking then I think it's only fair that they allow us to install the generic update. And even worse it doesn't look like Orange will let anybody know if they give up on the update so we might be sitting here waiting after Orange have forgotten all about us.
:mad::mad:
 
bomber12 said:
furthermore, we can not guarantee that an update will be released at all regarding the HTC Hero as the updates that could be released may never work alongside the Orange branding on the phone.... Kind regards

Andy
Orange Online Services
Click to expand...
I'd like to know what they class as branding. If it's some crappy animation at the start of the phone, then please, I know where my phone is from, I've been muttering and chuntering your brand name since everyone else in the planet got the update at the end of June.

At least though, by throwing that statement in, making the issues sound worse than they are, they will then try to spin it at how good they are, and how much of a service they provide to their customers.

The fact is, if reports here are true, the issues aren't with the htc sense part of the upgrade (which to be fair was only relaased a couple of weeks ago) but getting the comms talking to your systems.

If that is the case Android 2.1 has been out since the new year (I think), and baring in mind the phone OS is modular, why haven't you had the foresight to be prepared?
 
I think a major part of what could have been an issue is the radio as well. i.e no phone calls or internet which would have been a major issue for them.

If they do not provide with the update, I will be contacting executive office once again, this time asking for a phone already running 2.1.

(EDIT: I realise now MattyB already hinted to this!)
 
captainstu72 said:
If they do not provide with the update, I will be contacting executive office once again, this time asking for a phone already running 2.1.
Click to expand...

I was thinking about doing that soon as this has become a bit of a joke now. I was thinking if you just ring up and complain and threaten to leave then they will listen and maybe offer you a new handset. But I am unsure how well this will work....because I have a fair while left on my contract so cannot afford the cancellation fee so they will just say "Well you cant leave unless you pay the cancellation fee".
Do you reckon it might work?

I hope they are lying about maybe not releasing the firmware -
T-mobile have released the firmware and it is working a treat (mostly!) and the generic ROM runs fine on goldcarded Orange handsets as do custom ROMs (mostly again!). So it really cannot be that hard to get it to work. And if Richard H over on the other forum is correct - then testing is nearly finished. I am hoping that because there is a large backlog of emails like the guy said, and they will be saying generic palm-off things to not get our hopes up. Lets have faith in Richard!
 
You'd be best of talking to retentions, or executive office. I'm not going to give out their details (I don't have a number anywhos). You wouldn't be able to get out of the contract unless you can argue that your needs are not being met. if the hero was the device you got on the contract originally. good luck, but if you have been given different phones after countless faulty phones, you may have an arguement. I don't know for sure on the legal terms of it.

They do have quite a lot to loose if the ROM upgrade doesn't work. and for that alone, I presume they would prefer to exhaust all resources before saying, "HTC Hero Owners on Orange do not get the android 2.1 eclair." as they know a fair few would not renew when it is the end of their contract, and would likely loose a fair bit of money which they could have spent on their christmas do.
 
I may be new to here but following this on XDA Developers and EuroDroid.

I have had the same 'non' answer from Orange Online Services but just found their Twitter guy on the site.

@conorfromorange

We will see what generic fobbing off he can come up with.
 
Is anybody else getting just a little bit worried that 2.1 won't or can't work on Orange Heros?

I've sent a message to Agent Orange(again)but still no reply, I think he's probably a tad embarrassed by his "noon today" statement last week.

One of the major problems with Orange is their customer service, it is beyond a joke, it's one of the reasons I will never take out a contract with them again, hell I wouldn't take out a PAYG sim.

My friend is a specialist contract lawyer he went through my contract with a fine tooth-comb when I first started having connection problems. His advice was simple, tear up the contract, cancel the direct debit and return the phone to the shop you signed the contract with.

THEN

Cross your fingers that Orange aren't in the mood to take you to court because you'd probably lose.

I'm giving them till the 31st July then I'll take more of a direct action. Until then it's a wait and see.

Al
 
Sorry for the double post.

OK just spoke to Orange.

Some direct quotes for you to chew over.

The update is still with the "testing team"(I'm not 100% sure what she meant by this)

The update is not a high priority at this time.

We do not have a date, and there is no date imminent for releasing 2.1.

Al
 
alinver said:
Sorry for the double post.

OK just spoke to Orange.

Some direct quotes for you to chew over.

The update is still with the "testing team"(I'm not 100% sure what she meant by this)

The update is not a high priority at this time.

We do not have a date, and there is no date imminent for releasing 2.1.

Al
Click to expand...
Who did you speak to that said it is not high priority? This is beyond a joke.
 
Oh well that's the same one I found captianstu. Maybe if he comes in tomorrow with a few hundred emails he might do something about it.

To be honest I was speechless when she said it wasn't a high priority!

Al
 
This is a complete joke...think I'm gonna root. But does anyone know if this will void my insurance? I have read in places that it does, as its a modification to your phone.
 
I'm rooting my phone, We pay hundreds of pounds for some what Crap customer service and no support, we're amongst the people who pay the most for their phones and yet we don't get treated like anything, never mind rubbish. This is disgraceful, They will receive and angry email later from me and tbh i think there worrying over the Iphone issues more then ours, it's nice to see where we stand orange, real nice.

It's a disgrace, it really is.
 
Quick off topic question .... does anyone know the address for orange head office? Tried complaining through customer service (not about the update lol), no joy. Tried emailing executive offices, no joy, told me to ring customer services :confused: So thought I'd give head office a chance

Thanks in advance x
 
Yet another disgruntled customer. The update is turning into a farce. What really annoys me is iPhone and it's OS. There is no apparent testing of it. It is released how, when and where Apple want it. Me thinks HTC need to stand up and get this sorted, Orange - you need to communicate with your employees and more importantly your customers.
 
I think some people may need to calm down. It should hopefully be by the 26th. Thats less then a week away now. I know we have all waited for long enough, but its all going to be okay in the end.
 
Way to go Captain Stu, it is only an update its not going to change your life, I have a 2.1 phone aswell and its really no different,
I am just waiting for it to see if it solves my texting issues!
 
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