[Hero, G2 Touch General] sapostolakis:
Hi guys!

For all the unlucky Orange users,

I have an Orange branded Hero and I was trying to download the ROM but nothing it happened!message: Sorry, this software download is not suitable for your device.

Any ideas or Does anyone know when Orange release the new firmware update?

This just came from Orange, based on email query to their website:

Thank you for your email regarding your HTC Hero handset.

I am sorry to learn that you are unaware of our process regarding ROM updates for Orange phones. Please accept my apologies for any inconvenience this has caused.

I would like to advise that you are only able to process ROM updates for an Orange branded handset directly from the Orange website and not direct from HTC themselves, this is due to the Orange branding that you have on your phone that allows you to use this on our network.

Please find below a link to our website where you are able to check in the future if a ROM update via Orange has been released.

http://www2.orange.co.uk/servlet/Sat...roduct&tabid=1

I have also supplied below the required steps that you will need to take in order to organise an update to your phone. Be advised to follow the on-screen instructions as it will give you necessary and required information regarding your phone.

"your phone's features" > "download software updates" > "how do I download the latest software update" > "HTC Hero ROM update"

When a new ROM update is made available by a handset manufacturer they will pass a version of this to Orange so that we can run the required tests to confirm that this ROM update they have released will co-exist with the Orange branding that you are required to use on your phone.

It is possible that the new ROM update that is released may not co-exist with the Orange branding and thus we will not be able to release the ROM update for the HTC Hero, if they can not co-exist and we were to release this to your phone, this could affectively be detrimental to your handset and Orange will not process for this reason.

If the ROM update version can not co-exist with the Orange branding then we will wait for HTC to release a new ROM update to which we will restart the testing process accordingly.

Be aware that it is not possible to advise of any estimated timescale for the testing of this ROM update by Orange, furthermore, we can not guarantee that a ROM update will be released at all regarding the HTC Hero as the ROM updates that could be released may never work alongside the Orange branding on the phone.

Because some of this information is speculative and based on situations regarding the testing of ROM updates that may or may not ever be released by HTC and the time it takes to complete the testing of the new ROM updates, please accept my sincere apologies that we can not be more specific regarding your query.

If you are experiencing difficulties with your phone then we will need to run a diagnostic check to ascertain the cause of the problem. As this is a question and answer process, we are not able to diagnose problems by email. Please contact the Helpdesk on 150 from any Orange contract phone or 07973100150 from a landline.

One of our specially trained Customer Service Representatives will be happy to help with any difficulty you may be having with your phone. If the phone is diagnosed as faulty they will be able to advise you of your options. We are open from 8am to 10pm 7 days a week.

Please have your IMEI number to hand before you call. This can be located on the barcode within the battery cavity on the phone or by keying in *#06# from the Orange front screen.

If you experience any problems contacting our customer services, please can you email us with a phone number so we can contact you and arrange to transfer you to the relevant department to assist with your query.

I trust this information clarifies your query.

Kind regards

Wendy

Orange Online Services