I don’t know if this is the correct forum for this…if not, I apologize. I bought a T-Mobile SDA smartphone last week, and I really like it (aside from not playing well with my macintosh).
It has one really annoying problem, which is this: if I connect to an internet site (via GPRS), it works fine, until I disconnect to use another of the phone’s functions (make a call, take a picture, whatever). I cannot re-connect to the internet again (nor check e-mail, or anything else internet related) unless I turn off/turn on the phone. I’ve called T-Mobile and they said, basically, “if you can connect at all, we can’t do anything. We’re getting a lot of internet related problems, and there is a general help-ticket already.”
I guess I’d like to know if this is a unique problem my phone is having (in which case I’ll do more troubleshooting or have it replaced), or if all the phones are having this problem.
So, if you happen to have an SDA (or MDA, which may have the same issue) in the U.S. with the internet plan, could you try the following:
Open Internet Explorer, and connect to a web site using GPRS (not WiFi) (Google, Accuweather, CNN, etc.).
Click the “End Call” button to get back to the main screen.
Re-open Internet Explorer and try to navigate to another web site. Click on a link or two to see if you are really connected.
Why don’t you…
Connect to the internet, disconnect to do something else, then reattempt to connect to the internet just to make sure it dosen’t work, then go into a t-mobile store and hand the tech your phone and say “I can’t get it to connect to the internet.” From there you should just let them be able to do it. If the tech can’t do it (and it’s under warranty) I assume you’ll just get a new phone. If the tech power cycles the phone and tells you it’s fixed, then get it back to where it won’t connect and hand it back.
Thanks for the suggestion, although that’s actually what I did first yesterday. The tech at the store fiddled with it for a few minutes and then told me to call for support. The phone tech gave me the line about having a general help-ticket and there wasn’t anything she could do.
Hmmm, what would I do in that situation? I’d probably tell them I did that and they told me to take the phone in and have the sales reps deal with it because they couldn’t fix it over the phone. If they still woudn’t do anything I’d probably start getting annoying/nasty/rude/loud (not really sure it would depend on what I think will get me a working phone). But I’d make it clear that I just bought a brand new phone and it doesn’t work and that’s not fair. I need my phone either fixed or replaced or I’d like my contract cancelled so I can go to verizon where I have 30 days to try out a new phone and if I don’t like it it’ll be replaced with a differnt style no questions asked and it would also be covered by a one year warranty and either way if it was having this problem I would have been able to walk out of the store with a working phone five minuites after walking it.
Basically I’d make it real clear that my phone is less then a week old, it doesn’t work and that’s not fair.
You shouldn’t be given the run around. Go back in, tell them the phone is broken, if tech support needs to be called, then THEY can call it. It’s only a week old they should just give you a new phone. If that doesn’t work, perhaps the BBB is in order.
The tech at the store fiddled with it for a few minutes and then told me to call for support. The phone tech gave me the line about having a general help-ticket and there wasn’t anything she could do.