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Help Signal drops completely - HTC Desire S

Hi! My very 1st post!

First I'd like to thank everyone on here for the valuable info that's been provided. Without it I would've thought the problems I am having are unique to me. I too keep loosing the network if the phone is idle, or after coming out of a tunnel etc. And like everyone else this only started after the update.

I contacted HTC, giving them all the details, and sending the link to here. Got the usual flannel, do a hard reset, uninstall my apps, etc. They then wanted the phone returned, to which I refused, stating that it wouldn't help. The guy stated that HTC are not aware of there being a problem with the update, and then said to contact O2 as HTC are aware they have signal problems. As he never asked where I am in the UK does this mean it's UK wide?! More stalling tactics.

It's frustrating that he ignores my suggestions to look at this forum, HTC would rather waste time and money, and harm their reputation, by continually stalling, rather than acknowledge there's an issue and fix it.

There should be the option to uninstall updates the same way you can with apps. It seems my only option to get a working phone is to uninstall it myself, and invalidate my warranty, as I cant see an update to fix this ever being released.
 
Jameser88 said:
Hi! My very 1st post!

First I'd like to thank everyone on here for the valuable info that's been provided. Without it I would've thought the problems I am having are unique to me. I too keep loosing the network if the phone is idle, or after coming out of a tunnel etc. And like everyone else this only started after the update.

I contacted HTC, giving them all the details, and sending the link to here. Got the usual flannel, do a hard reset, uninstall my apps, etc. They then wanted the phone returned, to which I refused, stating that it wouldn't help. The guy stated that HTC are not aware of there being a problem with the update, and then said to contact O2 as HTC are aware they have signal problems. As he never asked where I am in the UK does this mean it's UK wide?! More stalling tactics.

It's frustrating that he ignores my suggestions to look at this forum, HTC would rather waste time and money, and harm their reputation, by continually stalling, rather than acknowledge there's an issue and fix it.

There should be the option to uninstall updates the same way you can with apps. It seems my only option to get a working phone is to uninstall it myself, and invalidate my warranty, as I cant see an update to fix this ever being released.
Click to expand...

There may well be a way of getting around things without invalidating the warranty. I'm not sure it's in everyone's interest that I post that until I can confirm it though and I no longer have a Desire S to test it. If anyone wants to, and it should be safe, PM me.

Either way, it's not on that 'randoms' such as ourselves on public forums can come up with a fix when major companies who built the technology in the first place can't do it - it's embarrassing for all concerned.

In the meantime, I'm also going to see if I can contact HTC's PR/marketing team and have THEM look at this thread. I'll bet they'll be a bit more interested in what their engineers are saying and it being let out into the wild.
 
Welcome to the forum Jameser88

The guy stated that HTC are not aware of there being a problem with the update
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I cannot believe that reply you got from HTC, as there are a lot of us who have contacted HTC direct via their Global ContactUS System, myself being one of them and I have had my ticket escalated, so they are fully aware of the problems with this software upgrade.

It make you wonder how information is passed around the company!, surely if there is an escalating problem, then it would be in the company
 
HTC Chat Support told me several hours ago that they were not allowed to give me any details of HTC's marketing team.

So I rang head office and, as of five minutes ago, an email has been sent which should reach HTC's marketing department.

In the meantime, I urge any more lurkers with similar issues who've found this thread to register and post of it on here, as well as reporting the issue to HTC.
 
todays story from htc " the problem lies with O2 needing to bring an update out simply because its their branding, so they need to bring an update out, you are quite right that other networks do have the same issue for example the orange network has the same issue and orange themselves need to bring an update out aswell untill that update is realised thats when the problem will be fixed we do not have the information on how long that will be, there is nothing we can do untill O2 bring out that update, O2 are working on that update, untill O2 bring out the update you will have that problem"
 
schnide said:
"Your phone is up to date. There are no updates available for your phone"

Which to me looks like O2 may have withdrawn the update!
Click to expand...

I've just tried this today on my unbranded (and rolled-back phone) and got the "Your phone is up to date..." message which it didn't say a few days ago so it looks like HTC have pulled the update as well. Which is hopefully a good sign.
 
billy06 said:
todays story from htc " the problem lies with O2 needing to bring an update out simply because its their branding, so they need to bring an update out, you are quite right that other networks do have the same issue for example the orange network has the same issue and orange themselves need to bring an update out aswell untill that update is realised thats when the problem will be fixed we do not have the information on how long that will be, there is nothing we can do untill O2 bring out that update, O2 are working on that update, untill O2 bring out the update you will have that problem"
Click to expand...

So multiple networks have the issue, but it's the network's responsibility to bring out the update.. Now that may be technically true, but does that mean that all the networks broke the fully working HTC standard software when they branded it and HTC can wash their hands - or that there was a fundamental issue in the original HTC software to begin with, and HTC can't issue a fix directly?

My money's on the latter - with some extra added handwashing. Assuming you can trust what they told you in the first place.

Call another HTC representative and you'll likely get a different story.
 
ukgun said:
New phone....New sim card same problem...:confused:
Click to expand...
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike :mad: I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
 
schnide said:
get a new phone, or downgrade the software yourself. You may be waiting for a fix from them that never comes (although obviously, I hope it does within five minutes of this post).
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@schnide,,, Got the new phone today, same problem though, how do you downgrade the software ? And if the fix is that easy, why isn't every1 doing it ? Just curious, as like Ive previously stated, im lost in all this,,, not my strongest subject. Regards, Mike.
 
mike2777 said:
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike :mad: I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
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I can't stress this enough - contact HTC, report the issue, reference this forum using:

tinyurl dot com forwardslash desiresfirmwareissues

Do not accept a 'repair'. Demand a new phone that has the older software or get a different model. Or, be the guinea pig for a fix :)

As an aside, I've also just had a phone call from someone at HTC best described as customer service aftercare, trying to get feedback on one of the poorer customer service agents I dealt with. I also gave him the above address and asked him to pass things up the chain, so that might be another route to obtain a true company position and also find a fix.
 
How do you downgrade the software yourself though ? As I would rather try this than sit waiting for my phone to be repaired, only to get it back just the same. Mine was working fine on the old software, so how do I reverse it ???
 
mike2777 said:
@schnide,,, Got the new phone today, same problem though, how do you downgrade the software ? And if the fix is that easy, why isn't every1 doing it ? Just curious, as like Ive previously stated, im lost in all this,,, not my strongest subject. Regards, Mike.
Click to expand...

Put simply, amending the software on your phone as an rule can invalidate the warranty, depending on your network's position. Don't ask me who has what position as I don't know! To my knowledge, HTC's own position is that doing this doesn't automatically invalidate the warranty but given they can ultimately use whatever excuse they like, it doesn't matter.

Here's why neither your network or HTC will be implementing the fix - the company lines at present are that "there is no problem with the latest software and the latest software is the best. Additionally, if you were to mess up your phone changing to anything but the latest software, we can blame you for the problems you're (not) experiencing. Therefore, we have no reason to tell you how to do it and no reason to know how to ourselves either."

Don't apologise for not understanding what's involved with the software, I didn't have a clue either until these problems forced me to learn about it. No end user should ever have to find out how to do this and it's usually left to those modders who love to play around with and improve on the standard software. But I have it on good authority that it can and has been done and have a fairly good idea of how to.

I will not post how to do it because I won't be held responsible for ANY mistakes people make with their phone (and nor should I be an official voice on solving this in place of HTC or the networks - but I'm not withholding any information on that basis alone). If you want to know the implications involved then send me a PM. It may be possible to help others to formulate instructions on it after that.

And then maybe I can bill HTC/O2/etc later for my technical support on their behalf ;)
 
Hi all,

I have been doing what any proud british cit would do...writing letter (or email) after email of concern and complaint (o2, HTC...might even get bbc's watchdog involved!).

HTC have replied with the following:
Thank you for contacting HTC regarding your HTC Desire S. I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update. In order to be able to assist you further, please provide the following additional information: - Is this loss of signal in just one place or does it cut out randomly? - Can you please try another SIM card on another Network provider in your device, are you able to receive SMS messages quickly? Are you able to receive calls? - Can you please try your SIM card in another device, are you able to receive SMS messages quickly? Are you able to receive calls? - Have you downloaded any third party applications on your device?

I have answered the q's with the obvious answers and await a response.

I did however put in my email that they shouldn't treat this as a unique problem and that they should just google it and see how many users it is affecting. I also said a large and popular phone manufacturer wouldnt want negative press and so would expect a fix sooner rather than later.
 
Ofcom anyone?

As long as you've followed what the service provider states in their code of practice, after eights weeks of your initial complaint, if you're still not happy you can request an 'Alternative Dispute Resolution' through Ofcom.

You can also notify Ofcom of your grievances, so that if they get enough complaints and information about a company or sector, they'll investigate the issue further, although they have no responsibility to individual cases.

More information on the Ofcom site.
 
HTC sensation working fine
O2 UK
V 1.34 206.1
no update available!

No issues found as yet

but only had 5 mins so will let you know!

sounds like a plan notebook! OFCOM are pretty good at dealing with things IMO as long as they get enough complaints like you say
 
Eight weeks! I've even got more faith in HTC fixing it themselves before then! Personally I'd be surprised if Ofcom did a damn thing, but good luck to anyone trying.

My Sensation arrived today and it's currently undertaking an overnight charge (even though I briefly accidentally turned it on in lovingly handling the thing) to condition the battery a few times before I use it in the outside world.

For those Desire S (or even other handset) users still affected, contact HTC about the problem and log a fault as instructed earlier. Meanwhile, your contract is with your network so they are your primary point of contact, practically and legally. Nothing will change if you sit there and let them get away with it, even if as a provider of the hardware the fault lies with HTC.
 
I still have not heard anything back to my complaint I made to O2 via email, complaintreviewservice@o2.com on Saturday with regards to getting my phone replaced, looks like it can take up to 5 days before I could get a reply, so will keep you updated.

I have copied the Complaints Code of Practice from O2's website below which can be also be accessed directly via the link below. So that other O2 customers can see how to make a complaint if they so wish.

How do I make a complaint? - Support - O2

Complaints Code of Practice

At O2, we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, please tell us.

Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

Our service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You can do this by clicking here

We'll look into your complaint immediately and try to sort the issue out as fully as we can within five days. If something comes up that means it may take longer than this we
Click to expand...
 
mike2777 said:
exactly the same happened to me today, new phone from orange, but its showing software version 1.47.61.1,, and you guessed it, i've got a phone thats about as much use as an ashtray on a motorbike :mad: I think they have sent me a reconditioned phone thats been sent back for the same reason grrrr, what the hell are we meant to do ???
Click to expand...

I am awaiting delivery of my 3rd desire s from orange today..I had the same as you Mike, reconditioned phone with the software update already installed..I was told by a rep at orange yesterday that it is acceptable for txt msg,s to take 24 hours to come through, it
 
solorize said:
I still have not heard anything back to my complaint I made to O2 via email, complaintreviewservice@o2.com on Saturday with regards to getting my phone replaced, looks like it can take up to 5 days before I could get a reply, so will keep you updated.

I have copied the Complaints Code of Practice from O2's website below which can be also be accessed directly via the link below. So that other O2 customers can see how to make a complaint if they so wish.

How do I make a complaint? - Support - O2
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Seriously, get on the phone and speak to someone and get it resolved within a few days. By following 'procedures' such as this, you're allowing them to delay by following 'protocol', making sure it reaches the right person, figuring out how to fob you off etc. There's no pressure from a letter, on the phone they have to give you a decision. Modern companies just don't function on written letters anymore so I'd say not to waste your time unless you want to cover yourself for court (and even then email is good enough!).
 
All,

Reply from HTC:

'Thank you for your email and the information provided.

I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update.

Have you been in contact with O2 regarding this issue, if not can you please contact your network provider to see if there experiencing any issues. The reason I am asking you to do this is because I believe it is a network issue.

If you are still experiencing issues with your device and its signal please contact me again for further troubleshooting.

I look forward to receiving the above information so that I may respond to your query fully.
Thank you for contacting HTC Support'

Good huh?

I'll be contacting o2 today in person when i pop down the shops.
 
AmmoB said:
All,

Reply from HTC:

'Thank you for your email and the information provided.

I understand that you are currently experiencing difficulties with receiving calls and SMS messages messages since the recent update.

Have you been in contact with O2 regarding this issue, if not can you please contact your network provider to see if there experiencing any issues. The reason I am asking you to do this is because I believe it is a network issue.

If you are still experiencing issues with your device and its signal please contact me again for further troubleshooting.

I look forward to receiving the above information so that I may respond to your query fully.
Thank you for contacting HTC Support'

Good huh?

I'll be contacting o2 today in person when i pop down the shops.
Click to expand...

Reference this thread when you reply to HTC.

When you see O2, speak to the manager about a replacement, offer to show him this thread, don't accept a 'repair'.
 
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