[Jon_G]

Hi all,

Got a Z1010 on contract mid December...everything worked fine until now....just after the 14 day trial period

Now I am getting "No Access" all the time at my home address. I cannot receive or make any calls. Seems to be a local network problem perhaps, as the phone works in other locations.

Is there anyway to force the phone to stay on the standard (non 3G) network while Orange fix the 3G problem? The phone seems to automatically switch to the 3G network after 30 seconds everytime I turn it on, even though it does'nt work !!.

I know for sure that the standard non-3G newtork is still working as I have tried a phone.

Customer Services could'nt fix the problem and now I am awaiting a call from Orange Technical Services.

Thanks

Jon

[Guv'nor]

The Z1010 automatically logs onto 3G when available, it's a "feature" and no way to disable it. Try your USIM in another 3G handset, I went to the local Orange Shop and the staff tried it in their demo Z1010 unit. If it works in their handset then it is not the network, call 350 and ask for handset faults and you should get a replacement if the phone is less than 28 days old. If it is a network fault then it is in the hands of Tech Support (expect a long wait!).

[Jon_G]

Thanks for the reply Guv'nor,

The phone does work OK in other areas, including at the Orange Shop where I bought it ! It's just at home... which I why I suspect the local transmitter ?

I will try it in other non 3G areas and also ask the Orange shop to loan me their demo for a night to test at home!

Cheers

Jon

PS I know all about the wait with Tech services from a previous bad experience with Orange !! it ended up in the County Court and Orange never defended my claim !..... hope this is'nt going the same way

[lalaland]

Looks like it's not only Three with teething problems with the new network types then

[steve007]

Quote:

Originally Posted by lalaland

Looks like it's not only Three with teething problems with the new network types then

At least we get UK based customer services with Orange.

And Orange are giving 3g for free on all tarrifs:

"As an introductory offer all our service plans include 60 minutes free video calling and 50MB data (on and off portal) per month, for twelve months."

Note: on and off portal

So for £30 per month you get 200 any network minutes, 60 video call minutes and 50mb data!

[Guv'nor]

I've already used up my 50MB data allowance and the extra usage is billed at only 50p per MB. That's top value for a mobile tariff.

[lalaland]

Quote:

Originally Posted by steve007

At least we get UK based customer services with Orange.

And Orange are giving 3g for free on all tarrifs:

"As an introductory offer all our service plans include 60 minutes free video calling and 50MB data (on and off portal) per month, for twelve months."

Note: on and off portal

So for £30 per month you get 200 any network minutes, 60 video call minutes and 50mb data!

Not bad, but it's nice to know that it's not just Three having teething issues.

Orange appear to have less coverage than Three in regards to 3G signal and this in their own admission will be so for at least another year, possibley two.

I do like the fact that they don't have a 'walled garden' that Three make us put up with, but their tarrifs still don't offer the same amount of minutes as Three.

Nice to see other networks moving up to 3G though and maybe in a year or two we can all enjoy the video calling at much cheaper prices (if not free) and it will stop being a novelty and be a standard.

[steve007]

Quote:

Originally Posted by lalaland

Not bad, but it's nice to know that it's not just Three having teething issues.

Orange appear to have less coverage than Three in regards to 3G signal and this in their own admission will be so for at least another year, possibley two.

I do like the fact that they don't have a 'walled garden' that Three make us put up with, but their tarrifs still don't offer the same amount of minutes as Three.

Nice to see other networks moving up to 3G though and maybe in a year or two we can all enjoy the video calling at much cheaper prices (if not free) and it will stop being a novelty and be a standard.

I agree, its hard to beat three's free minutes. But frankly, until I experience better reliability and performance I wouldnt port my numbers to Three.

What I like about Orange is that generally if you ring and make a fuss about a problem, it gets sorted and you get some kind of compensation.

Also its an integrated network, so calls shouldnt get dropped when you leave 3g coverage or run out of capacity(unlikely!) during a voice call switching to 2g.

And 50mb is alot of data.

[Jon_G]

Well its now three full days with "No access" - can't make or receive any calls

WIth regards to £ / mb of data, Orange charged me an additional £8.60 on my last bill for only 3.11mb even though this should have been within my inclusive data allowance !

....what tariff are you on Guv'nor to get 50p per mb ?.

things can only get better....I hope !

Jon

[steve007]

Quote:

Originally Posted by Jon_G

Well its now three full days with "No access" - can't make or receive any calls

WIth regards to £ / mb of data, Orange charged me an additional £8.60 on my last bill for only 3.11mb even though this should have been within my inclusive data allowance !

....what tariff are you on Guv'nor to get 50p per mb ?.

things can only get better....I hope !

Jon

Contact Orange and make a fuss. If you ask they will knock some money off your next bill for all the trouble and the overcharge(if any).

One thing Orange do is take notice if you make it known you are unhappy....

[cyberjef28]

i had and still have the exact same problem with my U8120 on 3. It can find the 3G cell but cannot log on to it, and as long as it can see the 3G cell it wont try and log in to the 2.5G alternative network (O2 in 3's case) The phone works fine anywhere else and can sucessfully connect to the 3G cell base.

I rang the tech support line to get it escalated as a cell base fault, and the non-uk based support (english certainly not their first language) was anything but helpful. When I explained it appeared to be a fault with the 3G cell base station i was asked where I had got the information from, and he got quite irate with me. His solution was to get a "mate" who also had a u8120 and try his phone with my SIM!! VERY TECHNICAL SOLUTION!

Still only works intermittantly on 3G at home. Pretty useless really, which is why i keep my old Virgin PAYG as back up.

[Guv'nor]

Quote:

Originally Posted by Jon_G

....what tariff are you on Guv'nor to get 50p per mb ?. Jon

Your Plan 200 with 3G Promotional Bundle. Orange only launched it on Dec 10th so your last bill will not cover the full month's 3G access and you must have been (part) billed on the old plan.

[Jon_G]

Steve007

Contacted Orange CS three times already....latest position today is that the query is logged but nothing has been done and Orange Tech have not responded back to CS

As you are probably aware you cannot contact Orange Tech yourself ...apparently only an Orange CS team leader can ?

So when I ring CS I'm always told "sorry..you'll have to wait for Technical Services to look into the matter and respond...it should be around 2 or 3 days but if you hav'nt heard anything by then please call back"

Well I'm still waiting...the problem I have with Orange is that no one single individual ever takes responsibility for these more serious long term technical problems. Surely technical problems that CS can't deal with should be handed over to a more senior CS member who should take full responsibility in dealing with the problem & who you can still contact direct....not the uncontactable and anonymous Tech Services who respond when they want to ...if you're lucky ?

[Jon_G]

Guv'nor

I'm on Talk Time 200...bill is dated 17th Dec. and covers the period 13 Dec - 16th Dec (only bought the phone on the 13th !)

My bill says 3.6821 mb and cost £8.616 (exc VAT)...quite a difference to your plan...I shall have to look into it ...do you think my bill is wrong...seems a bit steep for 3.7mb.....which is the same as downloading just 3 of those news videos from Orange world .. which is all that my data comprised of ?...

[steve007]

Quote:

Originally Posted by Jon_G

Steve007

Contacted Orange CS three times already....latest position today is that the query is logged but nothing has been done and Orange Tech have not responded back to CS

As you are probably aware you cannot contact Orange Tech yourself ...apparently only an Orange CS team leader can ?

So when I ring CS I'm always told "sorry..you'll have to wait for Technical Services to look into the matter and respond...it should be around 2 or 3 days but if you hav'nt heard anything by then please call back"

Well I'm still waiting...the problem I have with Orange is that no one single individual ever takes responsibility for these more serious long term technical problems. Surely technical problems that CS can't deal with should be handed over to a more senior CS member who should take full responsibility in dealing with the problem & who you can still contact direct....not the uncontactable and anonymous Tech Services who respond when they want to ...if you're lucky ?

I always find that requesting to speak with a supervisor speeds things up. Also, when you speak to a supervisor you could say "I've come through to you as a last resort before speaking with the executive office".

It makes sense for certain dept.s to not be customer facing, otherwise things would never get done.

Basically, its down to you to assert your rights as a customer to full advantage and turn this negative situation into a positive.

Its always a good idea to let the CS advisor you speak to that you have a process in mind if he/she fails to please.

Once I have given the usual security details they ask for on every call I always start by asking for their name before I speak about anything else. It will put them in best behaviour mode I find.....

Don't worry Jon_G, for the time spent having no access to use your phone, Orange will award you richly with refunds and incentives

[Jon_G]

rossonthenet, are you speaking from experience ?

what do you mean by incentives ?

[Jon_G]

Steve007, thanks for your advice...sounds very sensible....I'll give it a go !

I have now been asked by Tech Services to try my usim in another Z1010, which I have to try and obtain from my local Orange shop. They were not aware of any local network problems in my home area.

is anyone aware of "dodgy" software version on these Z1010's ?

or how to check the sofware version no. ?

Quote:

Originally Posted by Jon_G

rossonthenet, are you speaking from experience ?

what do you mean by incentives ?

Might give you a free text pack for a few months, or 3p texts.. just haggle at them for the poor service received.

Yes, speaking through experience (from previous orange contract, got 6 months free texts after 4 days of no service).

[Jon_G]

Progress at last !

Without going into too much detail I eventually got a fault reference code out of customer services on Friday afternoon after spending an hour (my whole lunchbreak) in my local Orange shop and giving them a formal letter of rejection of the phone.

Got a replacement phone & usim at 5pm after work.

So far, so good..everything seems fine...the only difference is the 3G symbol is completely different which confused me. The symbol is blue and looks diagonally oval like a PC mouse !

Now we'll see what Orange offer in way of compensation

[steve007]

Quote:

Originally Posted by Jon_G

Progress at last !

Without going into too much detail I eventually got a fault reference code out of customer services on Friday afternoon after spending an hour (my whole lunchbreak) in my local Orange shop and giving them a formal letter of rejection of the phone.

Got a replacement phone & usim at 5pm after work.

So far, so good..everything seems fine...the only difference is the 3G symbol is completely different which confused me. The symbol is blue and looks diagonally oval like a PC mouse !

Now we'll see what Orange offer in way of compensation

Great result

[Tusk]

( ** web search ** )
If you search google with "orange" and "z1010" and "no access" This is the first result! - Nice one!

... My z1010 has the same problem as described above!

The text below is to help anyone else who gets this problem on their hand sets.

[ BEGIN ]

Now I got the phone on the 6th of Jan 2005 ...

btw: It was a replacement for one that got RED HOT to touch! and discharged its battery in about 7 hours! [ in other words it wouldn't go into stand by mode ] - not doing well here!

Anyhow! - All I got on the phone was "no access" so on the Friday the 7th 2005 - I called Orange Customer Care ...

[ This was a mistake - TAKE NOTE! ]

btw ... You force the Z1010 to use the G2 network by selecting a it in network setup. It'll do this for about a minute before swapping back to G3: You can in this 'time window' make a call with the mobile.

Orange Customer Care have no idea! about the error message and have NEVER seen or heard of it! ... They don't use the web obviousley! ( see web search above )

So I was put through to Tech Support, and it got worse from this moment on!

I went thro' the process of reporting the SIM number the IMEI Number - The time of activation, The areas it wouldn't work in! - All in All, it took 35 minutes to "Set up an Action!" and I was promised someone would call me that day to give me an update! - Now as the phone won't recieve calls nor make them I had to give Orange Tech Support the Firms 02 mobile number.

Of course no one called!

Anyhow I'm a Courier and travel all over and I noticed as I moved from Transmitter to Transmitter that sometimes the phone was working, but the Signal strength was "blue bars" and not "orange bars" ... This was because Orange haven't got total G3 coverage yet; and Its in a G2 area that the phone works ie: the "blue bars".

So Saturday I call into the Orange Shop - and after waiting for 20 minutes for an assistant! The poor sap phoned Orange and also got put throu' the hoops, BUT I was told that they can't do anything because "an Action" was open on then phone!

Oh! Sh*t! - I'm tied into Orange Tech Support! - Who don't return calls!!

I'm in a unique position! As I have three phones with Orange - All Z1010's so on Sunday we do some Sim swapping!

My Simm == Works fine in the other phones!
Their Simms' == wont work in my phone!

I also did a Master reset on the phone ( still don't work! )

So on Monday Jan 10th in Devizes (a G2 hot spot! HO! HO! ) I call Tech Support and Spent another 15 minutes - going over the details with them!? - never heard on "no access" was All I'm getting! and I told them all about the roaming issue ie: blue/orange bars and the Simm swap and the reset!

- We'll phone you back with an update, usually within 24 hours! was what I got told [ now where have I heard that one before ] -

Anyhow! - I still have't got a phone that works and It's now Thursday the 13th Jan 05 and I have a missed call on the 02 phone from Orange. [ whoppeee! ] So I phone them.

... ( after messing about with the network settings - was in Swindon at the time a real G3 hot spot ) ...

'M' answers the phone - Here's the real KICKER ... 'A' from "Tech support" ...

[ who btw left a message on my Orange Answer Machine - in the morning ie: The one that doesn't work! ]

... Anyhow She wants the Post Codes of the Areas the the phone does't work in!!!! - "What the f*ck!" - I just couldn't believe it! - by now I'm getting a little fed up.

- So I tell 'M' It's EVERY G3 area and no I'm not trying to use the G3 facilities; Im just trying to use it as a phone! - and I tell 'M' all about the Simm swap and the Master Reset! [ AGIAN! ] ... I tell 'M' that the handset is faulty, based on the above observations!

- Hummmm! She says - "I'm now taking charge of this problem!" and we will phone you back with an update, usually within 24 hours!

[ now!! I KNOW! I've have heard that one before ] ...

Anyhow It's Sunday the 16th Jan 05 and I haven't had a working phone for over a week now, and still no ones' phoned me with an update! [ not suprised really ]

Here's my advice If you have this problem! - Go back to the shop and get a replacement! - "NO ACCESS" is a phone fault!

- DO NOT TALK TO ORANGE TECH SUPPORT! -
- DO NOT TALK TO ORANGE CUSTOMER CARE! -

Will keep you updated.

EN_Dulge!

[SaltyZip]

Hi All,
I've been battling to get out of my contract with Orange since December. I reported the problem with the phone ie. no access, no signal, or when I have a signal I make a call and all the bars disappear before I hear the duh duh duh sound, within the 14 day period. However as their technical department will not admit there is a problem I can't get out of the contract.

I am writing a letter to Orange Complaints to try and get at least one person reprimanded, hopefully sacked as the person dealing with the issue has been absolutely useless. I also want to get rid of this bloody phone and 3G and go back to my k700i.

Has anybody had any luck with rejecting this phone, or is everyone stuck in the same boat as me?

I am contemplating legal action to see if that helps get Orange to pull their finger out as they have sold me a faulty product.

Could we perhaps get a petition together for all the Z1010 owners who want to get out of their contract for the same reason. I am quite happy to put a list of names and numbers together in my complaint letter.

Cheers
S.

[steve007]

Quote:

Originally Posted by SaltyZip

Hi All,

I've been battling to get out of my contract with Orange since December. I reported the problem with the phone ie. no access, no signal, or when I have a signal I make a call and all the bars disappear before I hear the duh duh duh sound, within the 14 day period. However as their technical department will not admit there is a problem I can't get out of the contract.

I am writing a letter to Orange Complaints to try and get at least one person reprimanded, hopefully sacked as the person dealing with the issue has been absolutely useless. I also want to get rid of this bloody phone and 3G and go back to my k700i.

Has anybody had any luck with rejecting this phone, or is everyone stuck in the same boat as me?

I am contemplating legal action to see if that helps get Orange to pull their finger out as they have sold me a faulty product.

Could we perhaps get a petition together for all the Z1010 owners who want to get out of their contract for the same reason. I am quite happy to put a list of names and numbers together in my complaint letter.

Cheers
S.

Orange have alledgedly withdrawn the Z1010 because of tech problems.

I'd suggest you escalate the problem to the executive office using the proper procedure within orange.

I'm sure Orange would be glad to avoid any negative press, so you may mention the petition, perhaps with a copy going to some publication if your problem isnt resolved. It wouldnt hurt to mention you could anticipate around 100 names will be on the list if you proceed down that route.....