This is because the orange customer service person you were talking to hasn't got the slightest idea what he or she is talking about.
There seems to be a common misconception that just because you connect to the network over wifi you get free calls. You don't. The only difference between connecting over wifi and connecting over orange's GSM network is exactly that - they're just two different ways of connecting to the same thing: Orange's network. The person who told you that you get free calls was "misinformed".
When you're connected over wifi you are still connected to orange's phone switch, just a different way.
Orange may choose to give discounts to people connecting this way, but they don't. Using wifi has some benefits for you and for orange:
- Using UMA will give you good reception if your location has a poor mobile signal
- Using UMA benefits orange, because you're not using their GSM capacity - you're providing the link to their switching centre yourself (with your broadband, at your expense) and anything that reduces their network usage whilst still generating revenue is a good thing (note that you are still using their switching centre and their facilities - it's just the link TO the switching centre that you're providing)
- Using UMA means that you can receive data while you're on the phone
- Using UMA means faster data reception (see how much faster it is to email a photo!)
Orange Mobile don't "support" anything to do with your broadband connection. It doesn't matter whether you connect with Orange broadband or any other broadband - it's got NOTHING to do with them. Unfortunately they don't understand what's happening.
When you say "Orange will not help" - what exactly did you want help with?
You are already using the wifi feature to make calls - so you don't actually have a problem. If you mean "how do you get free calls?" - you don't!
I myself had a problem with calls being cut off within a minute or two when using my Jawbone bluetooth earpiece. As far as I could gather this was due to a software fault on the blackberry. I called orange and they were hopeless - I got answers like "we don't support wifi" or "talk to blackberry" or "we don't have UMA" or even "you need to talk to your broadband provider".