10 replies to this topic

[The Kaiser Chief]

I took my beloved Kaiser back to O2 2 weeks ago for it to be repaired under warranty.  (Vibrate stopped working and it didn't charge properly in cars - even with different chargers in different cars).  I really procrastinated about taking it in because I knew I couldn't live without it - and I was right!!

Anyway, after a tortous 2 weeks, they phoned me up and said it had been repaired.  Turns out they didn't repair it, they just replaced it with another (reconditioned, not new) model.  This of course has cost me money since although I of course backed all data up, some software I'd paid for - e.g. PhoneAlarm - will only run on one device (the one I had given back to o2).  Anyway, I thought, Oh well, at least I've got another Kaiser and it did look shiny and new....

Which is when (in the shop) I noticed the back cover on my 'new' phone wasn't a snug fit - one of the prongs at the top of the back cover which clips it in place had been bent - either by the previous owner or in transit or whatever.  So I went straight back to the counter and told them this was not acceptable.  One of their techinicians bent it back and it now fitted snugly, but I examined it in front of them and noticed a white stress mark in the re-bent prong's plastic.  So I said I would need a new back cover as this may not hold - which they agreed to and ordered me a new back cover.

So I, thought that was fine... until I put my SIM card in and tried to phone someone.  It tries to dial, then makes the 'hang-up noise' before it even rings - i.e. I cannot even make calls.  And when someone tries to phone me, they get the network's 'number you have diallied is unavailable' message.  Strange thing is that everything else (except Data Connection which also doesn't connect) works.  The phone indicates connection to the O2 network and a strong signal.  I managed to send an SMS... but no calls or internet - NIGHTMARE!!

I had a few strong words with o2 Customer Services this morning (you have given me a phone which is even more broken than the one I brought in for repair) and with the assistant manager of the store.  They were very apologetic and have credited me £40 but, as I explained to them, the problem is I'll have to hand this phone back to them and wait at least another 2 weeks for another replacement.  Which is another 2 weeks with a basic phone which doesn't do my office diary, SatNav, Bluetooth my music to my car stereo, run 3 email accounts, etc., etc.

I am really tearing my hair out here!!! Does anyone have any suggestions as to what might be wrong with the 'new' phone or is it just knackered?

Enjoy your Kaisers, guys, I am really missing mine....

[Mysterious Stranger]

That's behaving as if it's been barred. Ring o2 customer services and quote the new IMEI to them to check. I assume you have paperwork for the exchange?

M.S

[The Kaiser Chief]

Thanks MS,

I agree, that would make sense.  However, today, for about half and hour I was able to both send and receive phone calls.  But now, same problem as before (nothing at all).  Do you think it could still be a barring issue?  I am wondering if my SIM card has become faulty and am going to the store to hopefully get a replacement - do you think this may be the solution?

Thanks,

KC

[Mysterious Stranger]

The Kaiser Chief, on Nov 8 2008, 17:24, said:

Thanks MS,

I agree, that would make sense.  However, today, for about half and hour I was able to both send and receive phone calls.  But now, same problem as before (nothing at all).  Do you think it could still be a barring issue?  I am wondering if my SIM card has become faulty and am going to the store to hopefully get a replacement - do you think this may be the solution?

Thanks,

KC

Sims are pretty robust (i.e old) technology. While it is possible to have a faulty sim it's unlikely unless you've bent it, scratched it etc, and if it were faulty the handset would display sim error or somesuch and not be able to read contact info etc. You'd also get no signal displayed.

If the sim has worked in other handsets ( and still does - try it in a spare) it defo points to a handset provisioning issue.

With the three beeps it is trying to place a call and the *network* is rejecting it. So either you haven't paid your bill ( in which case you'd get an automated message rather than 3 beeps usually) or the handset isn't being allowed access to the network.

Try this - set the phone band to 3G rather than auto and power down then up and try it - don't just pull the battery though. As of a few years ago the 3G network controllers were, er, 'less strict' regarding checking for a valid IMEI when logging on. If that works try it on GSM only.

Another thing - what do you think the number 1 reason for returning a HTC device is these days?

xda-developers! ( no actual info but I bet it's the case ;-)

Some flashes re-write the security area etc so just do *#06# and confirm the electronic IMEI matches the physical IMEI - someone could have had a bad flash, it gets sent back 'under warranty', reflashed but not via JTAG as it's done by Anovo and sent out with a dodgy security area / radio.

Just a thought - because it DOES happen. I received a repaired HTC S620 back *from HTC* with no IMEI coded at all....

M.S

[The Kaiser Chief]

Cheers for that.

Tried the *#06#, as suggested.  The IMEI numbers are exactly the same except the digital readout has an extra 2 digits (01) at the end.  Is this normal or would this indicate the flashed ROM/ security issue you have mentioned?

If I phone O2 customer services, which IMEI number should I quote to see if it is barred - or should I tell them both?

Thanks for your input, much appreciated.

KC

[Mysterious Stranger]

The Kaiser Chief, on Nov 8 2008, 19:00, said:

Cheers for that.

Tried the *#06#, as suggested.  The IMEI numbers are exactly the same except the digital readout has an extra 2 digits (01) at the end.  Is this normal or would this indicate the flashed ROM/ security issue you have mentioned?

If I phone O2 customer services, which IMEI number should I quote to see if it is barred - or should I tell them both?

Thanks for your input, much appreciated.

KC

The electronic one is longer as it has a checksum at the end. Tell them the one off the back.

M.S

[The Kaiser Chief]

Thanks MS for this one.


I have now emailed O2's xda technical support since customer services aren't open at the moment outlining the issues and, from your much appreciated info, the probable reason. Let's see what they come up with.

Cheers.

[Mysterious Stranger]

The Kaiser Chief, on Nov 8 2008, 19:28, said:

Thanks MS for this one.
I have now emailed O2's xda technical support since customer services aren't open at the moment outlining the issues and, from your much appreciated info, the probable reason. Let's see what they come up with.

Cheers.

Did you try it set to 3G only?

Perhaps do it before you do speak to anyone just in case. I wouldn't hold your breath for a reply and would call customer services tomorrow.

M.S

[The Kaiser Chief]

Mysterious Stranger, on Nov 8 2008, 19:52, said:

Did you try it set to 3G only?

Perhaps do it before you do speak to anyone just in case. I wouldn't hold your breath for a reply and would call customer services tomorrow.

M.S

Hi MS,

Yes, I tried to set to 3G only and this didn't seem to solve anything....

... BUT - I've just changed network type to GSM instead of Auto and kept the GSM band to Auto and I now have calls and an internet connection which seems to be staying on for the first time.  So maybe that's solved it.  Also, previously, I noticed that the HSDPA (H) symbol was always displayed and when I momentarily connected, the connected and little H were displayed.  I thought this was a bit strange since on my old handset I hardly ever got HSDPA (unfortunately probably not much coverage here) and usually connected over EDGE.  And now I've changed to GSM band, I'm back to EDGE again which I would normally expect.  Any idea why this might have been?

The only problem I'm getting now is that the internet connection is dropping when I make or receive a call.  If I try to reconnect during the call, it tells me to end the phone call first.  Is there a setting I can change to allow the internet connection to remain on during the call - my old phone did this automatically.

I guess I need to email support again and tell them not to do anything after all, if this success continues.  I'm really pleased to be mostly functional again and maybe the issue is solved?

Cheers,

KC

[Neil5459]

This does sound like a signal/reception problem. The fact that you have at some point been able to make/receive calls suggests there is no barring in effect.

It is possible that the 'new' phone was doggedly holding onto a very weak 3G signal- too weak to allow any usable communication. This is not set on the phone, but on the transmitters themselves, and used to be  quite a problem with O2's early 3G setup. It's also possible that the new phone has a physical reception problem- try it in a strong 3G area; if it still doesn't work insist on another replacement.

Simultaneous voice and data over GSM (GPRS and Edge) is not supported in UK or Europe, though the technical specs do allow for it. 3G is more resilient and does allow data and voice together, though again, not all UK operators support this (they may now- T-Mobile used not to up to a few months agao). If you have been able to achive this, it is probably more by luck than anything else- the data stream should pause to allow an incoming call, but usually it doesn't unless there is a simultaneous network pause.

[davidjp]

I have the exact ame problem on my Kaiser, altough it isn't a replacement from O2. If it wasn't fro teh fact I don't have a spare, I'd send it in. I would be really appreciative to hear what your problem is KC, as it does seem to be the same as mine.