All Orange iPhone users suffering long-term BT Openzone fault

Leigh_EvoIX

I was told that it was a free part of the contract. Also the second call I made I was told the tariff is the same with or without wifi access.

Orange_Company_Representative

Hi NFH

Sorry for the delay in getting back to you.

I'm happy to confirm that a new Orange Wi-Fi app will be coming soon. This is completely separate to the existing Orange Wi-Fi Finder app. The BT Openzone portal page should not have been updated to refer to this app before it was available. This has been fed back and I'm sorry for any confusion this may have caused.

The new app is currently undergoing final testing and should be launched within the next couple of weeks. The app will allow you to automatically log in when you are within range of an available BT Openzone hotspot. You’ll only need to enter your username and password once when you first set up the app.

If you are unable to connect to BT Openzone hotspots at all, I'd advise to contact our Customer Service Helpdesk to report this. Details of this issue can then be logged and investigated further by Orange and BT.

I hope this helps.

Darren from Orange Helpers

allan673

dont hold your breath

NFH

Leigh_EvoIX wrote: »

I was told that it was a free part of the contract. Also the second call I made I was told the tariff is the same with or without wifi access.

Orange customer services tried to give this false statement to me as well a few months ago. If it was free, then anyone could get access to BT Openzone through Orange without payment. BT Openzone is an inclusive component of Orange's iPhone tariffs; Orange's provision of BT Openzone access is conditional upon payment of a charge, so it is not free.

Leigh_EvoIX

My openzone access is back to how it was now. This is the only glitch I have had with Orange and now it is working again as it should I'm happy. I do however think that some of the customer service reps need re-training as it seems they just want to get you off the phone ASAP!

NFH

Leigh_EvoIX wrote: »

My openzone access is back to how it was now. This is the only glitch I have had with Orange and now it is working again as it should I'm happy.

"Working as it should" means that you shouldn't have to re-authenticate every time you become within range of a BT Openzone hotspot, because 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".

Leigh_EvoIX

Mine very rarely asks for all details. I get a pop up and select BT openzone as an available network and it joins. I do tend to be on the same hotspot most of the time though.

NFH

Leigh_EvoIX wrote: »

Mine very rarely asks for all details. I get a pop up and select BT openzone as an available network and it joins. I do tend to be on the same hotspot most of the time though.

I find that, even when using the same hotspot, if my iPhone disconnects from it for just 2 minutes, it makes me re-authenticate with my Orange number and awkward password.

NFH

Orange_Company_Representative wrote: »

I'm happy to confirm that a new Orange Wi-Fi app will be coming soon. This is completely separate to the existing Orange Wi-Fi Finder app. The BT Openzone portal page should not have been updated to refer to this app before it was available. This has been fed back and I'm sorry for any confusion this may have caused.

The new app is currently undergoing final testing and should be launched within the next couple of weeks. The app will allow you to automatically log in when you are within range of an available BT Openzone hotspot. You’ll only need to enter your username and password once when you first set up the app.

Darren, many thanks for the update.

Will Orange be proactively informing all its iPhone customers about this new app? Many customers have given up trying to use BT Openzone because of the long term re-authentication issues detailed at the beginning of this thread, irrespective of the recent problems. One of the reasons that Orange's 3G data network is so congested, particularly in London, is because Orange customers' iPhones are not automatically switching to BT Openzone in urban areas, leaving data traffic unnecessarily routed via 3G instead of via BT Openzone. Unless Orange encourages its iPhone customers to configure their iPhones to use BT Openzone, this 3G congestion will not be alleviated. One reason that O2 does not suffer this 3G congestion is because almost all iPhones on its network automatically switch to BT Openzone or the Cloud when available, both of which are widespread in central London.

Orange_Company_Representative

Hi NFH

Although customers won't be contacted directly to advise of the new app, if they already have the Orange Wi-Fi Finder app installed they will be notified that a new version of the app is available in the Updates section of the App Store.

Although I realise this might not immediately help any customers who have given up trying to use BT Openzone hotspots, our Representatives will be able to advise of the new app if a customer advises us that they are having problems. Help and Support pages are also being produced to include details of the new app.

I hope this will help.

Darren from Orange Helpers