I have my Tmobile S7 for 4 days. All has been fine until this afternoon, when the screen would not turn on. The phone was not hot, cool to the touch, and I connected it to a charger for a while to top it off, in case the power had drained.
The capacitive keys lit up, the speaker worked, but the screen was black and unresponsive to touches. I could hear the phone ring, so behind the black screen I think all else was working.
I called Tmobile and went through 4 layers of customer service, all the reps were super friendly and polite, but none were able to troubleshoot the problem. The only solution they suggested was holding down volume up, power and home button, which did not work. One of the reps said she is seeing a number of calls with this issue, but not enough to call it a "known" issue.
To make a long story short, they are overnighting a new phone, which is fine with me.
Last night I did more research online, and tried power button-volume down combo, and that did the trick. I don't know yet if it was a hardware, or firmware, or app fault, but if it happens on the new phone I can narrow it down to firmware or an app not working well with Marshmallow.
The interesting thing is that all 4 reps made the same point: They wanted to make sure that I had a brand new working phone as soon as possible, and thanked me for being a long time customer (back to voicestream days).
I will load the same software packages on the new phone and see if the same problem occurs.
The capacitive keys lit up, the speaker worked, but the screen was black and unresponsive to touches. I could hear the phone ring, so behind the black screen I think all else was working.
I called Tmobile and went through 4 layers of customer service, all the reps were super friendly and polite, but none were able to troubleshoot the problem. The only solution they suggested was holding down volume up, power and home button, which did not work. One of the reps said she is seeing a number of calls with this issue, but not enough to call it a "known" issue.
To make a long story short, they are overnighting a new phone, which is fine with me.
Last night I did more research online, and tried power button-volume down combo, and that did the trick. I don't know yet if it was a hardware, or firmware, or app fault, but if it happens on the new phone I can narrow it down to firmware or an app not working well with Marshmallow.
The interesting thing is that all 4 reps made the same point: They wanted to make sure that I had a brand new working phone as soon as possible, and thanked me for being a long time customer (back to voicestream days).
I will load the same software packages on the new phone and see if the same problem occurs.
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