Connectivity Issues Since the Update? HTC Wants to Hear From You.

[HollyDolly]

HTC Tech wants anyone who is having connection issues since the recent OTA update (2.01.605.11) to contact them (1-866-449-8358) and report the issue. The conclusion they came to is that the OTA update affected my phone connectivity, so they want me to go exchange my phone and NOT to download the update until further notice.

I experienced this issue and now have to go exchange my phone and not download the OTA update. So if you didn't have connectivity issues with your Rezound prior to the update, but do since installing it - call them! They want to hear from others so they can figure out the issue and put out a fix.

Please post in this thread if you end up calling and discussing this with HTC.

 

[tbd1]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

What exactly were the symptoms of the issues you had ?? I have noticed that I couldn't connect in places where I have been able to previously, but kind of wrote it off to a one time thing. One place was where I could previously use WI FI and mobile, neither connected, but showed good signal strength.

 

[Joker35]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

I had connectivity problems prior to the update. Since the OTA update my connections have been great.

 

[Preformer16]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

Will they exchange it for a NEW (Brand new - NEVER EVER been used) phone?

Cause I did the download and have had connectivity issues...

 

[dpham00]

Will they exchange it for a NEW (Brand new - NEVER EVER been used) phone?

Cause I did the download and have had connectivity issues...

I was able to get two NEW retail box replacements under my 90 day return /exchange period since I got my Rezound for $ 50 on bf. The return period will vary depending on who you buy it from, directly from Verizon is 14 days. You may have to be firm, some stores may try to push a refurb.

 

[humpagardengnome]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

Will they exchange it for a NEW (Brand new - NEVER EVER been used) phone?

Cause I did the download and have had connectivity issues...

Doubtful, they forked out new models to early user returns b/c they had very few returns til Jan. They have a plethora of used devices now. I'd pray for new but count on a refurbed swap.

 

[HollyDolly]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

Doubtful, they forked out new models to early user returns b/c they had very few returns til Jan. They have a plethora of used devices now. I'd pray for new but count on a refurbed swap.

I'm still within my 14 day trial period, so I'm getting a new phone, whether they like it or not. The people at the store are $()#*$)(*#. But Verizon tech has noted my account extensively and wants me to swap out both my phone - to a new one - and my SIM, in case that's also problematic. And then I was told not to DL the OTA update.

I'm doing there tonight. Apparently, my new "hangout" is the local Verizon store...

 

[humpagardengnome]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

I'm still within my 14 day trial period, so I'm getting a new phone, whether they like it or not. The people at the store are $()#*$)(*#. But Verizon tech has noted my account extensively and wants me to swap out both my phone - to a new one - and my SIM, in case that's also problematic. And then I was told not to DL the OTA update.

I'm doing there tonight. Apparently, my new "hangout" is the local Verizon store...

I forgot you just picked up the Rez over the weekend. Good luck, hope you don't make a habit outta hanging out w/ the reps @ that retail store.

 

[HollyDolly]

I forgot you just picked up the Rez over the weekend. Good luck, hope you don't make a habit outta hanging out w/ the reps @ that retail store.

They hate me... I can't help my phone is not working, though.

 

[humpagardengnome]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

They hate me... I can't help my phone is not working, though.

I guarantee the reps. hate who they work for far more than any customer they assist. Didn't you hit the store tonight for a swap?

 

[Eleni 22]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

On the phone now with htc they are telling me this is the first she is hearing on the issue. If I'm at work reception was always pretty bad and I show 1x. I go outside into a 3 or even 4g coverage and I have no data. I have to restart my phone to get it again. HTC wants me to do a factory reset.

 

[HollyDolly]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

I guarantee the reps. hate who they work for far more than any customer they assist. Didn't you hit the store tonight for a swap?

I did, and I got the "oh, it's YOU again" look. I have found Verizon store employees to be exceptionally rude. Never had that with Sprint, at least I'll give them that.

 

[HollyDolly]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

On the phone now with htc they are telling me this is the first she is hearing on the issue. If I'm at work reception was always pretty bad and I show 1x. I go outside into a 3 or even 4g coverage and I have no data. I have to restart my phone to get it again. HTC wants me to do a factory reset.

That's ALL they ever say, "Do a factory reset" - and it doesn't work! Then they send you back to swap the phone, only so that their crappy update can do the same thing over AGAIN.

I'm really annoyed with HTC now.

 

[HollyDolly]

Re: Connectivity Issues Since the Update? HTC Wants to Hear From

I'm calling HTC tech support now and going to try to talk to a tech supervisor. This is ridiculous!

ETA: I actually just got the same HTC tech from 2 days ago who told me he'd let all his coworkers know of this issue. So I'm telling him how my phone updated automatically - in contrast to him saying that it wouldn't, a couple of days back - and that people with the same issue are calling into HTC and are being told that this is the first HTC is hearing about it....

I'm trying not to get abrasive, because I'm seriously p.o.'d...but it's gonna be hard...

He's saying it "shouldn't" have updated automatically - and me trying not to totally lose it at that, say, "But it DID do it, whether it SHOULD or not - it happened". He's like, "Well, you're right"...and now I'm on hold as he "checks" something. Jayzus.

The tech is escalating this to "higher tier" tech support and corporate level. I told him I don't have time to wait for corporate to figure it out AND for HTC tech to blow off other people who are calling in with the same issue, and HTC saying it's the first time they've heard of it.

This tech is really nice, though, so I can't be too mean. He's doing his best.

I suggest anyone who calls HTC support to ASK for MERLIN. At least he won't deny he's heard of this issue before...