05-26-2012 11:06:57 AM
I am getting very frustrated with this phone and lack of support. I use MS Exchange to push my email. I keep WIFI on as I want to be accessing various hotspots depending on where I am (after all it is a mobile phone, right?). Somehow the data connection gets jammed after any type of movement between wifi spots or occasionally just plain old stops. YES I do have the update.
Not getting emailed pushed to me is a serious problem for me. I don't use internet very much via web browser.
Turning the phone off and on will clear the issue although powering off once it is in this state takes a long time with the Goodbye screen -- much longer by 1-2 minutes than if I power off in a fully connected state.
Called Nokia support. Rude and denied any possibility of a problem. Suggested I just don't use wifi. Nice advice, Nokia. Finally they said it could be a microsoft issue. Sure that is possible but I just don't think Microsoft would have an issue with communicating among its own programs!
Called AT&T. Told them I am tired of having to turn the phone off 5 or 6 times a day to get my email. I called during this state of non-connect. Rep. sent a signal and said - yup. You can't get a signal. Please power off and on. I did. She sent a signal and it went through. And she decleared the problem fixed. UNBELIEVABLE. I told her that I reported to her already that powering off and on will fix the problem but the issue is that it happens everyday and fairly often. She said problem is fixed. I said I wnated a new phone. She said no - she fixed my phone.
Feeling my blood pressure rise I said - OK - so later today when this happens again I am going to call in and have you send a signal and when it happens later today you will then send me a new phone. It took some convincing but she documented that and said ok.
I think I am going to actually just call customer retention dept. and tell them I want a TITAN II. The 900 is a beautiful phone. And I love the Windows OS. But this type of support (Nokia and ATT) is totally unacceptable. And the phone has problems.
Anybody else experiencing this or similar?
05-26-2012 11:28:33 AM
I'm on a Titan (not II) and have no issues going into and out of wifi coverage - 4 email inboxes including an exchange account with push.
Sounds like a Nokia issue, sadly.
05-26-2012 02:56:36 PM - edited 05-26-2012 02:57:05 PM
I have never had any of these problems with my Lumia 900, you should return it and get a new one. Also you can contact Nokia via twitter: http://twitter.com/#!/nokiacareus and windowsphone via twitter: http://twitter.com/#!/winphonesupport they are much better than phone support.
05-27-2012 05:29:24 AM
Not a single problem with any of my Windows Phones. I think like others you just got a bad device. Return it and get a new one.
05-28-2012 10:32:27 AM
Well after 1 hour and 47 minutes on the phone with ATT yesterday, I finally got a rep who seemed to understand and authorized a replacement. I truly hope this was an anomaly with my device and not a bug.
I don't understand why so many reps at ATT were treating my request like I was trying to pull one over on them. I have NEVER made a warranty claim and haven't even used insurance in about 5 years even though I pay for it. Or that they couldn't understand that turning the phone off and on or resetting would indeed clear the problem but only for the time being and my complaint was that it had to be done many times during the day. One rep practically threatened me that if they did approve the replacement it would be a refurbished unit. I replied as long as it works it would be fine.
Another rep made the bold statement that internet connectivity is not part of the warranty and they wouldn't swap the phone if that was all that was wrong. Really? Because I pay a lot of money for a data plan that isn't too useful without internet connectivity and in theory this high end device is based on its ability to connect.
The "good" rep that did get this all authorized told me it would be a brand new unit as they don't have anything else but right now. So we will see if this solves the problem .... should have it by the end of the week.
07-01-2012 01:23:11 PM
I hate to tell you this, but. I had the same problem. the local store replaced my phone with a brand new one. Worked for a day and started all over again. One other disappointing thing. When you get a replacement phone from AT&T phone support it is not usually a new one, but a referb. And, no my issue is still not resolved. I am not sure what to do. I am past my 30 days. Love the Lumia 900, Love WP, and I like AT&T. As a business user this is very frustrating to spend $500.00 month with this company and no solution.
groomerdude wrote:I am getting very frustrated with this phone and lack of support. I use MS Exchange to push my email. I keep WIFI on as I want to be accessing various hotspots depending on where I am (after all it is a mobile phone, right?). Somehow the data connection gets jammed after any type of movement between wifi spots or occasionally just plain old stops. YES I do have the update.
Not getting emailed pushed to me is a serious problem for me. I don't use internet very much via web browser.
Turning the phone off and on will clear the issue although powering off once it is in this state takes a long time with the Goodbye screen -- much longer by 1-2 minutes than if I power off in a fully connected state.
Called Nokia support. Rude and denied any possibility of a problem. Suggested I just don't use wifi. Nice advice, Nokia. Finally they said it could be a microsoft issue. Sure that is possible but I just don't think Microsoft would have an issue with communicating among its own programs!
Called AT&T. Told them I am tired of having to turn the phone off 5 or 6 times a day to get my email. I called during this state of non-connect. Rep. sent a signal and said - yup. You can't get a signal. Please power off and on. I did. She sent a signal and it went through. And she decleared the problem fixed. UNBELIEVABLE. I told her that I reported to her already that powering off and on will fix the problem but the issue is that it happens everyday and fairly often. She said problem is fixed. I said I wnated a new phone. She said no - she fixed my phone.
Feeling my blood pressure rise I said - OK - so later today when this happens again I am going to call in and have you send a signal and when it happens later today you will then send me a new phone. It took some convincing but she documented that and said ok.
I think I am going to actually just call customer retention dept. and tell them I want a TITAN II. The 900 is a beautiful phone. And I love the Windows OS. But this type of support (Nokia and ATT) is totally unacceptable. And the phone has problems.
Anybody else experiencing this or similar?
07-01-2012 03:26:46 PM
I had been meaning to update this thread. I hope they didn't just send you my old one as the "refurb". I did finally get a brand new one - only because at the time I called there were no refurbs available. That phone arrived and I had to update it but then it has worked perfectly ever since.
A colleague of mine had the similar problem and did a complete phone reset - TWICE - and that helped him. The second time was a charm.
My experience with the whole ordeal left me sour on support. Nokia was the worst. At least ATT has some reasonable folks - and a lot who weren't so much. I would start off with "customer retention" when you dial in - make the selection that you want to cancel your account. When you speak with someone ask them if they are "customer retention" and if not ask to be transferred. In my experience, that department has more ability and/or knowledge to cut through red tape and crap. Although in this most recent experience, it was a regular ol' customer support rep who finally felt my pain.
Good luck!
