Orange Software (homescreen) - A letter to orange

Hi Jake,

I must admit I have to agree, I have a 6630 on Orange and I don't see why I should be forced to have their background, as you say it should be optional. I look forward to hearing what Orange have to say.

Andy

Hi,

I had to pay 25 euros to a Nokia center, in order to get rid of the Orange France homescreen. It looks to me like pure robbery - I didn't even know this homescreen can't be removed when I bought the phone...

Dear Jake

Thank you for your mail about your handset.

We are sorry to hear that you do not like our software. The Orange branded 6680 comes with our own software pre-installed and unfortunately we are unable to remove this for you.

I trust this answers your enquiry.

Kind regards

Katie
Orange Customer Services
------------------------------------
And my reply:

You say that you are "unable" to remove this software, do you actually mean "unwilling"?

I have seen a 6680 running perfectly fine (in fact, faster and easier to use) without Orange Software. I have spoken to Nokia service operators who tell me it is perfectly feasible to have the firmware on the phone replaced with the default Nokia firmware. I am confused at why you are "unable" to do this as the equipment required to remove the Orange Homescreen from a phone is exactly the same as the equipment used to put it on there in the first place.

Further more, I now find out that Orange have removed "Active Standby" from my phone, one of the praised features of the 6680. I was not told about this when I bought the phone and contract. This is akin to being sold a car where the passenger seat is replaced with a patio garden chair, without the dealer informing me prior to sale.

You are able, and it is possible, to put default Nokia software onto a 6680. I was not informed that features were to be removed from my phone, and I want them put back. My local Carphone Warehouse has the equipment and trained staff to handle this. Orange should authorise and pay for this, as I expect the Nokia 6680 I bought to contain all of the features of a 6680 as I wasn't informed otherwise.

If bureaucracy is in the way, I have access to changelogs between my current firmware and the latest Nokia firmware. From this a list of 'faults' with my phone can be created that can be fixed with the new firmware. Faults should be fixed free of charge as they are covered by the warranties I have with Orange and Nokia.

Nokia spend an awful lot of money on the interface and usability of their phones, far more than Orange and it shows. I'd like to use Nokia's more developed and customisable interface please, as those are the features of the phone I purchased.

I am extremely dissatisfied with Orange Customer service and the misinformation I have been given. Only yesterday I called to enquire about the terms of the 3 months free internet usage I had been informed about upon registration. I was told by two separate operators that I only had free access to certain Orange sites, and "no customers in Orange get free internet, it doesn't happen" (repeat about 8 times). In a third call I was trying to find out how much of a bill I had accumulated while using what I thought was free access, and seek compensation. I was told that I DO have free internet access for 3 months, to ANY part of the internet. Another operator also told me there are no bundles for picture messaging, I now find out that is not the case.

1 out of 5 people on your helpdesks are well informed, yet the vast majority are dishing out misinformation.

If you refuse to update the software on my phone, please help me work out the legality of this by highlighting the part of my contract that states that I will receive a 6680 with features removed.

Regards,
Jake.

In the future the Home Screen will be a removable option (on version 2.0). I know Ornage has listened on this, but I guess these things take a while.

Yes, but I'm almost certain they won't let you re-enable Active Standby. They'll see their software as a replacement for that.

Ha! I've just found out they've also messed up my number transfer from my T-mobile account.

Not only is this an inconvenience but it's cost me an extra months line rental on my old account. They've given me 14 days free line rental as compensation, which doesn't at all pay for the damage.

Never EVER get an account with Orange. This is just one problem after another. Never have I delt with a company so incompetent.

1. Told about the incorrect deals before purchase
2. Purchase delayed because Orange systems refused to recognise my NUS number
3. Orange have removed software from my phone and refuse to put it back on, without telling me at point of sale
4. Orange lie to me by telling me that it is physically impossible to change firmware on my phone
5. Orange can't decide if I have 3 months free internet or not
6. Orange mess up the transfer of my number from a previous contract, costing me money and I have to carry 2 phones around with me for another week

That's almost a problem for every day I've been with Orange so far. I wonder what tomorrow will bring.

Jaffa The Cake wrote:... I wonder what tomorrow will bring.

Heh, sorry, couldn't resist. On a more serious note I hope your woes get sorted soon. With regards the Orange HomeScreen, I was under the impression that Nokia Service Centres would update/re-flash the firmware on new phones (less than 12 months old) for free as it is classed as warranty work. Could you not visit a NSC and ask them to update the firmware on your phone to a generic Nokia version as opposed to an Orange flavoured one?

I remember years ago getting my 7110 firmware updated at a NSC and it didn't cost me a bean.

S.

The main thing is, Orange and Nokia have an agreement where Nokia will allow them to use their own firmware on the phones. If you wish to have a non orange phone, buy sim free.

i have just finished writing a similar letter to orange but the difference is that the Homescreen prevents the voice dial feature to work on my 3230 even though orange clearly stated that it has this function. i see the only way to get my phone to work as described is to remove this software.

ps, has everyone voted in my polls?
vote here and here

Jay3gsm wrote:The main thing is, Orange and Nokia have an agreement where Nokia will allow them to use their own firmware on the phones. If you wish to have a non orange phone, buy sim free.

The fact is that Nokia should complain to Orange if their software disables functions in the phone since the end user will experience a non-working Nokia phone. But.... do you think Nokia (or any other phone manufacturer) will be willing to ruin their relationship with network operators to stand by their end customer. The reality is that network operators want to decide what runs or what doesn't run on our phones and the subsidised phone mechanism plays at their advantage.

UA

A reply from orange:

-----
Dear Mr Archbald,

Further to your email dated 22 November, I am writing to clarify the situation.

We do offer customers the option of purchasing phones without our software as they can purchase 'generic' phones from independent dealers, however, the majority of 'generic' phones are not covered by Care and customers would need to purchase Insurance from an independent company - they would still be covered by the Manufacturer for their warranty.
We do not consider that our software hinders the use of our phones and as such would not offer to remove it. If a customer wishes to do this at their own cost then they can do so but this may affect their warranty if it is found that the removal has damaged the phone.

I am concerned that you have received conflicting information from our Customer Service Representatives and I apologise for the frustration this has caused. I have passed your feedback to our Business Improvement Team, who will in turn forward your comments to the relevant Process Management Groups for their monthly review. If you are able to supply the dates and times you spoke with these Representatives or their extensions numbers, I will also feed this back on an individual level. I would like to take this opportunity to thank you for taking the time to share your views with us. I assure you that they have been included in my report, which the Board of Directors have access to and can view at any stage.

Whilst I appreciate that this may not be the response that you anticipated, I trust that it addresses all of your concerns.
-----

My reply:

Thank you for responding and clarifying the situation.

"We do not consider that our software hinders the use of our phones and as such would not offer to remove it."

I disagree. Please view the following videos:

Receiving a text message on a standard nokia
http://www.....co.uk/orange/nokia.mov

Receiving a text message on an Orange-altered nokia
http://www.....co.uk/orange/orange.mov

That's 5 times as much user interaction needed to view a new message, probably the 2nd, if not most common action with a mobile phone.

To quote your press release located at http://www.orange.com/English/media/pressarticle.asp?id=116&bhcp=1

"Orange has developed a series of �Signature� phones, designed to give easy access to advanced mobile services.
...Signature phones, give Orange customers: 1. one-touch access to key services"

In what way is reading a new nessage "one-touch access"? Or are text messages not a key service?

Regards,
Jake.

Thanks to Rich for the vids which I rehosted for the purposes of this email, and for spotting the press release.

Jaffa The Cake wrote:
Thanks to Rich for the vids which I rehosted for the purposes of this email, and for spotting the press release.

I totally agree with Jaffa on this. I find the Orange home screen immensely annoying. Why did they have to tamper with something that was already working extremely well? I make a point of never using the options available on their home screen out of principle. If I'd known that Active Standby was disabled by Orange I definitely would not have gone with them this time. The key word is choice, and the fact that we have none. Useful to see Rich's videos and no prizes for guessing how I voted in his poll!

steve_perry wrote:

I remember years ago getting my 7110 firmware updated at a NSC and it didn't cost me a bean.

S.

I can confirm that this is still possible and under warranty. I did this with my Nokia N70 today, and they will install the standard Nokia firmware. I'll get it back tomorrow, and I assume this will take care of the non-working shortcut keys, wall papers, active desktop etc, and remove the gray homescreen.

I.

steve_perry wrote:

I remember years ago getting my 7110 firmware updated at a NSC and it didn't cost me a bean.

S.

I can confirm that this is still possible and under warranty. I did this with my Nokia N70 today, and they will install the standard Nokia firmware. I'll get it back tomorrow, and I assume this will take care of the non-working shortcut keys, wall papers, active desktop etc, and remove the gray homescreen.

I.

----------
AN UPDATE TO THE ABOVE MESSAGE: Today I got my phone back from the service centre in Southampton, but unfortunately they couldn't (no reason specified) do a firmware reset. Because it was an Orange phone.

I'm interested in knowing if anyone else had good luck anywhere else? How about that Sheffield place? Do they reset N70 successfully? I'm happy with the Orange plan I got, so I wouldn't mind staying. 😊

swahn wrote:I can confirm that this is still possible and under warranty. I did this with my Nokia N70 today, and they will install the standard Nokia firmware. I'll get it back tomorrow, and I assume this will take care of the non-working shortcut keys, wall papers, active desktop etc, and remove the gray homescreen.

I.

----------
AN UPDATE TO THE ABOVE MESSAGE: Today I got my phone back from the service centre in Southampton, but unfortunately they couldn't (no reason specified) do a firmware reset. Because it was an Orange phone.

I'm interested in knowing if anyone else had good luck anywhere else? How about that Sheffield place? Do they reset N70 successfully? I'm happy with the Orange plan I got, so I wouldn't mind staying. 😊

yes i also went to my locoal nsc and they guy (for free) flashed it, gt rid of the orangel music player and there was alos another orange app cant remember, but it stayed the same still orange homescreen which is crap!!!

***OK got this from my-symbian.com FAQs - This replaces the blurred background image on the Orange N70 homescreen with a clear one!!!!!

You can convert your pictures to the MBM format using BMCONV.EXE tool included in the UIQ SDK package.

***(Download from here: http://www.spencer.nildram.co.uk/zips/bmconv.exe)***

When creating multi-frame MBM pictures, first create all pictures to be converted and save them as separate files in BMP format (BMP is an uncompressed format and it doesn't degrade your pictures' quality).

BMCONV.EXE is a console program that has to be run from a command line (DOS box). To make things easier, copy the BMCONV.EXE program and your pictures to the same folder - this way you won't have to

write full path for every picture in your command line.

Lauch your Command Prompt window and change current directory to the one with your pictures and the BMCONV.EXE program by typing CD path_to_the_folder.

The syntax for the BMCONV.EXE program is as follows:

BMCONV.EXE name_of_mbm_file_to_be_created.mbm [colors]name_of_first_bmp_file.bmp [colors]name_of_the_second_bmp_file.bmp .... [colors]name_of_last_bmp.bmp

[colors] is the numer of colors to be used in the destination MBM frame. Valid options are: /1, /2, /4, /8 for greyscale images (e.g. /1 produces a black&white image while /8 generates an image with 265 shades of grey)

and /c4, /c8, /c12, /c16, /c24, /c32 for the number of bits for color images (e.g use /c8picture.bmp to convert a 256-color picture.bmp file or /c16picture.bmp to convert a 16-bit picture.bmp image). There is no space

between the number of colors parameter (e.g. /c16) and the file name of your picture to be converted.

***(I found C16 worked for a normal colour bmp)****

For example, if you create a new MBM file (called newfile.mbm) from a picture called picture1.bmp you would use this:

BMCONV.EXE newfile.mbm /c16picture1.bmp

You can use any 176 x 188 bmp image to convert into the N70 wallpaper

ONce you have created the mbm file, you need to rename it as BckGrd.mbm then use something like Fileman to copy it to your phone in the folder: C:\system\Data\Plugins\HomeScreenAIPlugIn , replacing the

BckGrd.mbm file.
Hey presto - you have a non blurry background image.

At least it's something towards a better homescreen!!

I can now confirm that future version of the Orange Home Screen will be optional and further it will be possible to use Active Idle instead. This should apply from s60 3rd Edition phones onwards.

For those of you suffering from the Orange Homescreen, and not already aware, you can now reprogram the product code of your phone and updating to the generic Nokia firmware. It's a massive improvement. I found a guide here: http://nokia.nigelcoldwell.co.uk/firmware.htm but there are plenty of other articles on it now.

HOWEVER, the USB cable driver that is installed with the latest version of Nokia PC Suite blocks the NSS. You should use the CD that came with your phone to install PC Suite, or find PC Suite version 6.84.10.3 online - last time i saw it was still available from Nokia Caribbean!!