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25 October of 2015. A customer politely informs the official forum of the Community Orange your terminal, Huawei Ascend G7, does not receive the update of Android 5.0 Lollipop, but remains in the version Android 4.4 KitKat. This lack of update prevents you from accessing services such as OrangeTV or football and causes problems of slowing down the service and downloading application updates. Since that day, almost 100 messages in a thread that lasts until October 31, 2016, a year of complaints and no solution. In the endless succession of messages, the tension grows and the manners are getting worse and worse: customers feel cheated and the response of the representatives does not satisfy them, a series of excuses that always point to the other side, or simply a lack of knowledge of the situation, which further infuriates users.
Mobile with software enabled
In the mountain of complaints that accumulate towards the operator, we are discovering the bulk of the problem. Are not the phones that Orange offers as such free? Free as the possibility to use a SIM card from another company other than Orange, yes, but the software Android on the phone… that's another story. Orange controls the Android updates of its phones, to include its own software that allows its customers to access services such as OrangeTV and other applications of the operator, such as Orange Cash. Thus, if Huaweioffers a new update, you need to go through Orange first to get it released on their phones. This has not happened, leaving thousands of Huawei Ascend G7 users hanging, and seeing how other phones, even from the same company, such as the Huawei P8, have been receiving updates. A specific user complained that his problem was repeated in other phones offered by the operator, specifically in the Sony Xperia M2, Samsung Galaxy S4 and S5 models. If so, we would be talking about a problem that would affect a very large number of usersin Spain, and that will be aggravated when some applications such as WhatsApp stop offering support to these expired operating systems, in which case users could be completely helpless.
Orange's response
From the operator there has been no official response, only in the Orange Community thread, which initially went on to say that they were waiting to receive the update from Huawei, a response that clearly did not convince since 2 years have passed since the departure of the Android 5th Lollipop. On the other hand, they report that the software adaptation process is complex and long, something that surprises customers, who see how other models of their operator have received their updates many months ago. The pleas for patience occur by the representatives of Orange, something that offends customers who threaten to take the situation to the Consumer Office, given the little usefulness of the complaint after the chat. Thereafter the thread ends, in October this year, and the complaints are transferred to social networks and, we assume, to the courts. From tuexperto.com we have contacted Orange to find out if they have any plans in mind in this regard, and we are currently waiting for an official response. We will update the article if we receive any information that may be of help to those affected by the "blackout" of theHuawei Ascend G7.
