03-06-2012 08:55:31 AM
Hey Alex, Jam --
You know, I'd honestly be (mostly) placated if I knew you were still kicking people in AT&T about this and still have no updates. You're good people, and I know you're watching the forums, so feel free to come back and tell me that you still don't know anything but you've tried X, Y, Z, and ABC things...
Mike, ever patient and optimistic
03-07-2012 10:55:58 AM
I registered just so I can dump my two cents here.
This morning I contacted Microsoft, they have released the updates, as seen with other providers, and are unhappy with the set backs from AT&T.
I also contacted AT&T who directed me to HTC (I own a Titan, still running 7720).
HTC is extremely angry that this is happening to us, as these fixes were made available around the 18th of January, and we are not running our phones the way they are intended to be working.
I was informed by HTC that the 8107 updates are being released in waves, so that everyone can get them. The lady that I spoke to said a co-worker of hers has a Titan on AT&T and got the update notification about two weeks back.
These updates are on the way. Patience. I understand the frustration we are all having.
03-07-2012 03:19:41 PM
I just got a call from AT&T regarding my complaint to Better Business Beuro, the person I spoke to said
1. AT&T is not aware of any keyboard disappearing issue (or at least that its impacting users in any way)
2. AT&T is not aware of 8107 update, and they don't know when they will release the fix.
I talked to him about AT&T following double standards, where in they are more than happy to release iOS fixes (e.g. iOS 5.1 announced today) within two weeks. (two weeks to push it to every iPhone user), and not releasing the OS updates to WP7 and Android devices. He wasn't sure why AT&T does that, or what is their update policy on other platforms.
He mentioned that BBB complaints do get reviewd by higher gods of AT&T and chances are with enough complaints we can make a difference. My complaint will be closed with "Customer unsatisified with the resolution" comment since he wasn't able to provide any resolution.
I also informed him that I personally have tested 8107 update on my Titan (I followed xda-developers way) and it works just fine with AT&T network.
03-07-2012 04:19:28 PM
Microsoft and HTC are both angry that this is happening to us. I spoke to both companies today. AT&T, by not releasing these updates to their WP7 customers, are injuring the reputation of both Microsoft and HTC, as we are using their products in a gimped, underperforming, and flawed manner. The fixes have been released, and our phones should be working in tip top shape.
03-07-2012 04:37:41 PM
AT&T telling you they weren't aware of our issues is such a crock of poo. Microsoft announced it to the world on their Windows Team Blog page 3 months ago. I have personally included a link to that page on several posts here and otherwise to AT&T since late January. There are so many posts in just these 7 pages of people saying they called AT&T addressing our issues. The fact that this and several other similarly titled discussions exist here on their website and they say they are not aware is so infuriating. I wish I could have talked to that AT&T rep. I am also going to file complaints hoping someone will call me...because they will get an earful.
03-07-2012 04:50:45 PM
We appreciate that you will let us know as soon as you hear something about this. However, what I believe everyone would like to know is what are you actively doing to get the information? If you're waiting for the info to drop in your lap, I'm afraid you're in for a long wait. I know that AT&T is a large organization, but someone knows exactly what is going on with this update and why. Perhaps it's this level as customer service that has put AT&T at the bottom of the customer satisifaction ranking for the past 2 years. It is disgusting and I am counting the days until my contract expires.
03-07-2012 06:16:33 PM
Just finished filing my complaint with the BBB. It is PATHETIC that AT&T forces it's customers to have to go to such lengths, at such an expense of our personal time, for something like this, which should have been made right a long time ago !!!
03-07-2012 10:06:05 PM
03-08-2012 06:32:20 AM
So, not to excuse AT&T's lack of communication about this at all, but there are some points I like to keep in mind (that help me stay calm):
1. Comparing this to iOS releases isn't quite valid. iOS releases have nothing to do with the carrier - it's Apple releasing updates to their phones. AT&T or the others aren't in the mix at all, as far as I'm aware. When I update, Apple has made the new version available on their server, downloaded through iTunes, and pushed on my device. (OTA updates on the device work in basically the same way).
2. With Android and WP, the carriers have stayed in the mix with phone updates, in an odd triad. Basically, as far as I can see, MS wants to push OS updates to fix or improve things on the phone. The device manufacturers want to test this against all their devices, so there isn't an issue that we all yell at HTC or Samsung about. Likewise, the carriers want to test to make sure that AT&T or another will get flooded with support calls from users with bricked phones because of a bad update. (Set aside any of the branding issues on the phone, such as disabling features or adding specific things.)
So, it's a little bit of screwed-if-you-do, screwed-if-you-don't. If they release an update without testing it well, then they're blamed for pushing out a bad patch - plenty of that, actually, in the device forums, such as these threads http://forums.att.com/t5/Samsung/Worst-service-eve
Having said all that? It's been long enough. Tell us a plan, and a progress in testing, or something, please.
03-08-2012 07:55:45 AM
Exactly, I am okay in waiting for an update. But AT&T should put forward a policy on
1. What makes an update eligible for AT&T customers (x number of new features, y number of issues fixed)
2. What devices gets the update (e.g. Gen-1 are eligible for Tango or Appollo update, devices older than 16 month are not eligible)
3. What is the timeline (e.g. 3 months after MS release)
I told the same to the person I was talking to. He agreed, but as far as he was aware AT&T has no such thing.
03-08-2012 08:32:31 AM
I agree with the iOS differences but feel there are some major differences between WP and Android as well. It seems that while Android users (of which I'm not, so my apologies if this is incorrect) suffer in fragmentation between devices, the differences are added features & added functionality from the previous releases. Not that WP hasn't had this issue before (nodo). But it seems like MS got it right release-wise with Mango, unlike the ongoing Android complaints (which also include the non-WP Samsung issues referenced). The big complaint from all of us here is when MS hadn't worked all the Mango bugs out and had to release a fix, we all end up with defective software because of AT&T blocking the fix. If we were complaining about not getting Tango/Apollo, I could see the Android comparison (Gingerbread/Ice Cream Sandwich) but we just want our phones to work right. In addition this update differs because others with different carriers/devices or even our same unbranded devices have already received it. As it's been said here and elsewhere, MS made specific hardware requirements for devices to run on the WP platform. I just don't understand how they can update millions of PC's of infinite hardware combinations every month or more, yet for their relatively small number of phones, they feel they have to allow the manufacturers and carriers to test them (block them) first. Now we're all stuck in limbo getting more frustrated every moment because of our defective devices and equally or more so because of the complete lack of communication or acknowledgement that all of us and our issues even exist.
03-08-2012 09:20:50 AM
Jamon723, all good points.
MS did a very adept thing in driving hardware standardization in WP phones across device manufacturers - the process of testing and approving new releases should be MUCH smoother for WP than Android. (Not knowing if my device would EVER receive the next dessert release of Android was a major reason why I didn't switch to Android.)
Remember, also, that WP releases are cumulative. I am starting to suspect that AT&T is focusing on getting Tango out to all WP phones, which will pick up all the previous updates. I haven't seen anything that makes me think Tango is a different OS (like Win7 Home vs. Enterprise), but just the next milestone release of Windows Phone. Which means that ALL windows phones get Tango, and when that happens all the fixes that came before - like 7740 and 8107 - are included.
So, if I had to guess, AT&T only has so many people to put on testing across their whole portfolio, and despite our feelings on WP it represents a minor share of what they offer, so they're saving their effort for Tango. I just wish they'd come out and say as much, if that were true.
PS - I came to WIndows Phone after NoDo, and from everything I've read, I'm very glad that I did.
03-09-2012 08:54:52 AM
After filing a BBB complaint along with others from this forum I just got a call back from AT&T "from the office of the president". She [ the customer service rep, surprisingly not the president ] said she called HTC and the last update they sent out was 7720. HTC doesn't send out MS updates!!! She also said they did not know of any updates available.
This is DIRECTLY COPIED & PASTED FROM MICROSOFT'S "WINDOWS TEAM BLOG" PAGE posted JAN 6TH
This week we started to make a new Windows Phone update —8107—available to many Windows Phone customers. The update, available to all carriers that request it, is part of our ongoing maintenance of Windows Phone.
SO THERE IT IS AGAIN AT&T !!! DO YOU KNOW NOW !?!?!?
After letting her know how little she knew about what she was saying (very nicely btw, not her fault they keep us all in the dark), the conversation ended with her giving me a sad false sense of hope, telling me that enough of these complaints might make AT&T look into it.
My head hurts from beating it against the wall here and on the phone with AT&T. THEY ARE LIARS. The higher-ups that we never get to reach and will never respond just feed the lies to the people we can talk to, most of whom don't know any better. If just one WP using AT&T rep could find out what is really going on and give us all some insight instead of this overwhelming, deceptive ignorance we would be content. Just tell us we have to wait and how long. Not, "we don't know anything," "what update?". Do you think ignorance attracts customers? I still fully expect this update, which AT&T will suddenly know all about, to be released right after everyone who's been affected by this has had an opportunity to buy a new HTC TITAN II or NOKIA LUMIA 900. Won't that be convenient?
03-09-2012 04:49:40 PM
As its very evident from multiple calls, other than Jam (moderator here) no one at AT&T are ready to acknowledge having any knowledge of 8107 update. And each one of them do mention that "With enough complaints AT&T may change itself". So lets give them their wish, lets post enough complaints to BBB for this issue. Please do share the link to BBB to your friends using WP7.
03-10-2012 02:21:21 PM - last edited on 03-27-2012 12:28:52 PM by jamileh
I had the same problem and when ATT does not help you have to relay on Hackers.
I have a Focus S and i followed all the steps and now i am running 8107 and guess what:
Phone runs faster
Screen is smoother
no issues anymore
nothing what i could complain.
It is easy said and kind of true that ATT is blocking the updates because they looking for profit to sell new phones instead of giving updates. This is the new Age - ONLY PROFIT, so you have to help yourself.
03-10-2012 10:18:43 PM - last edited on 03-11-2012 06:18:59 AM by Phil-101
This situation absolutely disgusts me.
I bought a windows phone knowing it had a few quirk here and there, but I also knew Microsoft had released fixes for these quirks. Now I find out AT&T is not releasing these patches? What are we supposed to do?
[Edited to comply with Guidelines]
03-12-2012 08:15:54 AM
Is AT&T really making profit off of phones?
I read an article the other day that Apple charges the cell carriers $632 for an iPhone 4S. If they are selling it to you for $200, they have $432 to make up over the 2 year contract. That's almost $20 a month.
It seems to me that they if they charge a customer $50/month with a subsidized phone, they could charge me $40/month for my unsubsidized phone and still make more profit.
The trick is, to keep my happy with my unsubsidized phone, THEY NEED TO KEEP IT PATCHED.
03-12-2012 08:33:48 AM
NODO - code name for WP7 OS update before Mango that among other things added cut & paste. It was a disaster due to carriers dragging their feet and making customers angry, and it was the reason that Microsoft shined the light on the carriers to 'help' (embaress) them get the Mango update out in a more timely fashion. It worked FABULOUSLY. So what does Microsoft and AT&T do? Go back to the NODO method. Updates NOT delivered in timely manner and customers unhappy. Welcome to how things work when the carrier is in charge and not Microsoft.