All Orange iPhone users suffering long-term BT Openzone fault

NFH

O2, the first UK network to launch the iPhone, include in their iPhone packages access to The Cloud and BT Openzone wireless hotspots across the UK. The idea behind this is that the iPhone seamlessly connects to the internet using GPRS, 3G data and wireless hotspots using the best available connection without the user having to switch connections manually. When Orange and other UK networks started offering the iPhone, they likewise included access to BT Openzone in their iPhone packages. However, at least since June 2010, Orange iPhone customers have not received access to BT Openzone in a useable way.

BT Openzone identifies O2 iPhone customers using the MAC address of each iPhone, which is seamless to the user. Orange chose a different authentication process for BT Openzone whereby customers have to enter their Orange mobile number and a very awkward password the first time they use BT Openzone. According to the help and support section of Orange's web site, "the next time you are in range of a BT Openzone hotspot your iPhone will connect automatically without asking you for your phone number or password", which should ultimately give the same seamless experience that O2 customers receive. However, this is not the case, because all Orange users are finding they have to re-enter their Orange mobile number and awkward password every time they use a BT Openzone hotspot. The impact of this fault is:

• Instead of receiving the intended seamless switching between mobile data and wireless data, customers have to re-authenticate manually every time they use a BT Openzone hotpot.
• Whenever a user moves within range of a BT Openzone hotspot while using an app that is already connected to the internet via GPRS or 3G data, the iPhone connects to BT Openzone which immediately cuts off the app's connection to the internet, because BT Openzone doesn't provide internet connectivity until the user manually switches to Safari and re-authenticates.

Orange's press release on 9th November 2009 when they released the iPhone 3GS stated "The first time you connect to a hotspot you will need to enter your mobile phone number and WiFi password, after that your iPhone will connect automatically". Lots of Orange customers have added comments to this press release, hosted on Orange's own web site, complaining that the BT Openzone service does not function as promised. My guess is that the problems perhaps only started when Apple released iOS4, because that's when the comments started. One Orange customer became so frustrated with Orange's lack of interest in fixing the fault that he created a Facebook group about the problem.

Since July 2010, I've complained to lots of people at Orange about this issue and one of them let it slip that Orange are aware that it's a fault on their side (as opposed to BT or Apple) but Orange are not going to do anything about it because not enough people have complained. If you are an Orange customer with an iPhone, please complain to Orange as strongly and repeatedly as possible until this issue is fixed. You are paying for an included component of the service that you are not receiving and it is shameful that Orange knowingly allow the fault to continue.

NFH

I forgot to mention that it's even more important on Orange to have working access to wireless hotspots because the 3G data speed is so poor on Orange compared to other networks. According to Which reports, T-Mobile is the fastest, so let's hope that improves following the merger.

NFH

This problem has recently got even worse, with three new faults:

1. BT Openzone's login page for Orange users no longer permits the entered data to be remembered by Safari, meaning that the hard-to-enter password has to be re-entered every time along with the user's Orange number.
2. Intermittently, after entering the correct Orange number and password, the user is taken back to the login page without an error message and has to log in again. Because of the time taken to re-enter the data, it is not practical to attempt this many times.
3. BT Openzone's login page for Orange users now states "To connect automatically, you just need to download and launch the Orange WiFi app. You can get it for free at the Apple app store. To connect manually, please enter your mobile number and the WiFi password we texted to you." (see screenshot below). However, no new version of the Orange WiFi app has been released and it has no functionality to log users in automatically, only the existing hotspot locating functionality.

Please could the Orange Company Representative explain how the Orange WiFi app is supposed to log users in "automatically"?

PeterWFC

I too have been experiencing problems. I have entered the mobile number and password to no avail. I get an additional problem that it says "Sorry but you appear to already be logged in". Therefore it doesn't let me login. Conatcted Orange on 150 1hr30m later after various suggestions including a password reset and a SIM update the situation is exactly the same

I can no longer use BT openzone or Orange.

Any users with any suggestions please let me know. Thanks.

allan673

One of the reasons I left orange, your paying for something that's near useless!!!! Basically a con and orange can't fix it.
Customer services have no fix for the openzone problems.Your better off with a descent amount of data and a fast 3G connection.
Orange is poor at offering iPhone specific tariffs IMO.

southseasel

Hi, just came across this thread when searching for help with my openzone login on orange. I have an HTC Desire HD and noticed I was using huge amounts of data so decided to at the openzone add on at £2 extra a month but as yet iv not been able to connect.. I get the login screen and enter my details and it just refreshes the page.

Really hope they sort this out as they have zero support on their website!

allan673

Don't hold your breath, it's useless and orange are not interested in a fix.
I've gone to three, I get 3gb data per month which is more than enough. I only got 500mb with orange.

southseasel

Yeah I have switched to o2 just last week as I don't get any 3g on orange where I live now. I thought if I could get the use of open zone for £2 a moth more I would tether my orange mobile and use it with my laptop when needed. Seems ill just be sticking it in a draw instead.

Orange_Company_Representative

Hi NFH

I'm currently making some enquiries for you and I hope to have some more information shortly. I'll post again in the thread when I do. I hope this may also help other users.

Thanks

Darren from Orange Helpers

Leigh_EvoIX

I too have the problem of not being able to get on bt openzone and get the message that I am already logged in.

I called 150 and spoke to a lady and tried several things including clearing cache, history, resetting network settings, soft reboot etc. After no success she said that said she would log it as a "single user issue" meaning that none of the tech team or her seniors had heard of the issue. I even told her I have the same issue with my second iphone4 (used by the girlfriend) so how can it be a single user issue.

Also as mentioned above what relevance has the wifi app got appart from telling me where the nearest hotspot is to me??

NFH

Leigh_EvoIX wrote: »

After no success she said that said she would log it as a "single user issue" meaning that none of the tech team or her seniors had heard of the issue. I even told her I have the same issue with my second iphone4 (used by the girlfriend) so how can it be a single user issue.

Orange know that it is not a "single user issue" because I reported it to them one week ago on Wednesday 27th April. They said they would call me back within 24 hours, but as usual with Orange, I'm still waiting for the call. I wonder how they establish that nobody else has reported an issue. Is it just down to whether the particular representative can remember taking reports of the same issue or do they have a database where they can search for faults that other customers have reported?