03-14-2012 09:11:39 AM - last edited on 03-14-2012 11:00:42 AM by Phil-101
Well you will not believe this.
A couple of days ago I emailed Steve at Microsoft with this problem.
Today his office called from the Windows Phone 7.5 Advocacy Team.
They said they were going to escalate the issue and find out why AT&T is holding back on the update
[edited for privacy]
03-14-2012 10:46:40 AM
I sent you a private message with the address
03-14-2012 01:31:37 PM
If you think it will help I'll email him too. I've sent emails to the windowsteamblog address but never received any response. Actually just sent another there today. Let me know.
03-14-2012 01:47:37 PM
I just wanted to let you know that I'm still reading this thread and I'm still trying to find information about this update.
Your voices are heard and I'm adding to the chorus.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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03-14-2012 02:04:35 PM - edited 03-14-2012 02:04:59 PM
What a joke! Seriously, as an Aussie reading these forums - I really empathise with you all (I have an ATT branded Samsung Focus with no update from yours truly here).
In Australia - our No.1 Telco/Carrier (similar to your ATT) is Telstra. Here's the information we received from them back near the start of Feb. They met their proposed dates - and all Aussie local WP7 devices have the 8107 update.
I am shocked at the absolute disregard ATT has for WP7 customers. Thought this info might support your cause:
(copy of Telstra 8107 update forum reply by management)
Re: WP7 Updates
on 06-02-201205:22 PM - last edited on 06-02-201205:23 PM
I wanted to share with you the current status and plan for the Windows Phone MCR2 update.
Microsoft provided the MCR2 update (Windows Phone 7.5 Commercial Refresh 2 Build 8107) to Telstra for testing on 20 January – this update has both Windows Phone OS fixes and HTC specific firmware patches. The update is in active test for both the HTC 7 Mozart and HTC HD7 and we hope to approve this shortly and are planning deployment commencing 16 February. The Samsung Galaxy W and LG Optimus 7Q will follow in the March timeframe. These dates are subject to change.
Regarding updates in general, Telstra strives to get software updates out as fast as humanly possible – we know it’s important to customers and it’s in our interest to have devices we sell running the latest software. Once software updates are submitted to Telstra they generally get turned around in 2-3 weeks (for minor updates) and 4-6 weeks in total for major updates (e.g. new OS versions). Telstra only publishes a public schedule for major updates – there are a large number of minor updates being worked on at any one time (right now there are 32 maintenance releases across a variety of products on our programme of work).
I’ll continue to update this forum with details of the Windows Phone MCR2 update as we get more information.
03-14-2012 03:45:16 PM - edited 03-14-2012 04:05:31 PM
Trust me - we were where you are now back at Nodo. Since then, with a lot of work by the local Aussie WP7 community - and if I do say so myself - my efforts (via my site) - we have started to turn things around and get more respectful treatment from out local carriers as WP7 enthusiasts.
One suggestion - is create a Twitter community hashtag - and get vocal. In Australia - we use #wp7au and get all the peeps out there to put pressure and keep pressure on the carriers. Maybe #ATTWP7 or similar. Then use it and use it!
AT&T won't let me direct link it here but if you google where's my update and wpdownunder - you will find I am maintaining a "Where's my Update" table for US, New Zealand and Australian customers.
This can also help show up poor performing carriers for WP7 updates.
03-15-2012 07:43:31 AM - last edited on 03-23-2012 08:28:32 PM by Phil-101
I am leaning towards #ATTSUCKS. Good work with [Edited to comply with Guidelines] btw. I felt even more agitated after looking at your page, which shows only ATT&Sprint are lagging. Since Sprint already announced they don't care about WP7, you can't blame them.
03-15-2012 08:42:20 AM
After filing a complaint with the BBB, I recieved a phonecall from the office of the president at ATT. I am extremely upset with the way the situation as well as my phone call are being handled. I was not allowed to speak, nor voice my frustration and concerns until I had to forcibly raise my voice and tell the representative that it was my time to speak.
I was told that "ATT has not gotten the update download" but they are "testing it and will be available to specific devices"
AKA the new titan 2 and lumia. I am about to jump ship after only a month of service. ATT can stuff their termination fees.
03-15-2012 01:21:56 PM
Wow, quite the story, so what did you reply to them with when they said they were testing it? I mean, if they said they are testing for certain models, then that means they DID know about the update..so what was their response to that? The disappearing keyboard does suck and I bet they are waiting for Tango to simply update the phones, but Im curious as to why, I mean, it doesnt even have to be OTA so why not just let us tether to Zune and get the download? Anyone else here back from MS yet?
03-15-2012 02:18:33 PM
Her exact and every response to everything I said was that they do not have the update, or that it is being tested and will be released when it's ready.
I told her that AT&T are representing Microsoft in horrible ways, and the lack of support for their product is disrespectful and appalling. I had asked why iOS gets prompt updates and top notch support, and the response was that iOS is not relevant to my phone, and that I should have bought the iPhone instead if it were such a concern if mine.
03-15-2012 09:34:31 PM
Yeah, as Infamousdaveman brought up, they told you they had not gotten the update, yet they were testing the update (that they didn't get)??? I guess the office of the president is full of oxymorons. Sounds like the same line of un-informed bull that I got from them after my BBB complaint. You'd think they'd look over the material they're supposed to read to us before they call so it would at least make sense. But I guess that would just make too much sense. Any new word from "Steve" at MS, shoe? Or anyone else who wrote him? Still no response after my second email to the windowsteamblog crew. I even made the subject on this one "ATTN: ANY WINDOWS PHONE STAFF THAT WILL ACTUALLY REPLY !!!!". Writing them hasn't made a difference. Venting here is not seeming to make any difference towards getting my phone fixed either, but I did feel a little better after those of you let me know you shared the sentiment of my last post. Thanks. If only AT&T/MS could see all this passion and energy we have put into trying to get the fix to our phones could be redirected towards inspiring others to get a Windows Phone. Instead they are causing us to do the exact opposite. (Maybe that's what they want, it's what AT&T store employees do!)
03-16-2012 09:57:48 AM - edited 03-16-2012 10:06:41 AM
03-16-2012 01:27:26 PM
Thats a horrible response!! "You should have bought an iphone then!" Pfft, basically its a lose-lose situation for windows phone all around with whats going on and I hope microsoft gets to the bottom of things before it gets worse. AT&T is the PREMIER carrier of Windows Phone in the US...not only should they be making timely updates a HUGE priority but they should also be the first ones to be delivering them to their customers! But they arent, and by MS backing the carriers over its consumers, its going to just equal more bad press. MS and AT&T need to start working together to ensure that their windows phone customers get treated a lil better, but Im sure most of these issues will resolve themselves with the Lumia 900 hits. I have a feeling its going to be one hella successful device and the more people adopt the OS, the more power we shall have! I also read somewhere that they are probably waiting for tango to drop, which is in theory, less than a month away. Now f this is true, why not just share that with us! Just say "Look, we weighed alll the options and the best course of action for us is to wait for Tango, but we promise we will deliver that update as soon as it hits...sorry for any inconvience..." If they can do that, Im sure a majority of us will have our minds set at ease, but saying "what update?" and "buy a different phone" are not acceptable answers...Im a huge fan of AT7T, Im a new customer, and I hope this isnt a sign of worse things to come...please say it aint so!!!
03-16-2012 02:25:21 PM
Since I can''t publish the link to my site - I thought I''d share my 2-3 months work from Australia trying to get Samsung Mobile US and ATT to publicly state their update path for the Samsung Focus. I gave up on DEC5 and posted this Blog post (in Australia):
From my site:
To be a genuine Tier 1 smartphone, any handset these days needs to offer Tethering or Wi-Fi Hotspot/Internet sharing. This key feature allows your carrier network-connected mobile phone to re-broadcast its network signal in a small radius, sharing the network connection with your laptop, tablet or even another mobile handset. As the many US ATT customers would know, the Samsung Focus Gen1 handset does not have Tethering enabled at present. WPDownUnder (unlocked ATT Focus owner) tried to find out why and if that might change…
So what’s the main benefit of Tethering or Internet Sharing? Quite simply it frees you from the costly need to have two mobile sims, with two plans and two sets of monthly charges. Most Australian carriers support this feature – and Australian mobile plans with a cap on data downloads etc means that as far as the Telco’s are concerned – they may lose on 1 extra plan for each customer – but they also may gain if the same customer uses 2 devices tethered and exceeds their data allowance, moving them into costly data surcharges or extra data pack purchases.
Back in late September, Microsoft confirmed a post-mango update from OEM’s with Carrier support would come for selected GEN2 devices on selected carriers to enable this feature. It was then discovered that MS had dropped Tethering support from the initial Mango update due to that features development happening very late in the Mango testing cycle, with most carriers having been unable to test it by the time MS had wanted to deploy Mango. Consequently, MS took the decision to leave this feature out of the Mango update so as to not delay Mango….and then to push the Tethering support out as a subsequent ad-hoc update for each carrier/handset. The MS WP7 Help page has a section on Internet Sharing/Tethering here.
Unfortunately, many carriers and OEM’s refusing to confirm publicly A. If their GEN1 devices were capable and B. Carriers individual plans to support this feature or not – being the two critical elements required to deliver the Tethering update. A number of devices and Carriers have confirmed support – with Australia faring pretty well by global standards on Tethering support here. Vodafone and Telstra are either in the process of releasing these updates or will shortly be doing so. Optus has already released this update for the Omnia 7
However ATT, the largest US carrier, with the Samsung Focus (probably the highest-selling single Windows Phone Gen1 device), have remained silent on their intentions for updates to this device. Having this phone myself, I am reliant on ATT approving non-MS pushed updates to my device. This is the case for all unlocked devices – the original carrier the device was released to from the OEM controls the update schedule/content where not an MS pushed update.
Over the past month or so, I tried to get ATT to confirm their intentions for US and global ATT-badged Samsung Focus owners. Whilst an XDA published hack exists (link removed) to enable Tethering on the Focus, I wanted to try and see if official support was in the wings for this feature (hacks and non-approved phone changes can have unforseen future consequences). I failed miserably as can be seen below:
1st attempt OCT 31st:
“I’m an Australian based Windows Phone Blogger – and own and use an ATT Unlocked Samsung Focus as my device of choice. I must say up-front, that my phone gets a lot of notice here in Australia with the silver inlaid ATT logo on the handset, and the splash screen – it’s quite a curio for people to see this US handset here in Australia. Quite frankly – it was the BEST Gen1 WP7 handset – and ATT were clever to lock it up, although as an Australian, it was a shame it never was released here.
My email to you is one of last resort. I have tried on multiple occasions to engage ATT support/PR in the States via calls, LiveChat, Twitter etc. to no avail.
Over the past week or so, SamsungUS began releasing firmware updates for their Windows Phone GEN1 devices. The firmware updates, following on from Microsoft’s “Mango” 7.5 Windows Phone update, enable Internet Sharing or tethering on the Samsung handsets. A number of Australians have reported that their Samsung Omnia handsets now have this feature enabled in Mango after the update.
The Omnia and Focus share the same radio-chip or hardware. It is known the Focus is also capable of Tethering/Internet Sharing – since phone hacks have proven to enable this feature under Mango (see this link to my site: link removed ). However, it is my understanding that the Carriers/Telcos approve for release any update to enable Tethering (i.e. ATT control it). It is my understanding this is what lays behind the Focus on ATT not having received the same firmware update to enable this feature.
Can you please confirm this – and advise who at ATT I can speak to regarding some public comment on this matter. As an Unlocked Device owner, my handset should be free to utilise any feature it supports based on the Carrier/Telco my device is being used with. In Australia, my Samsung Focus is with Telstra. They have advised me that they fully support Tethering as a no-cost service – if the phone OEM and the OS support it. On this basis, it would appear ATT US are restricting my access to a device and OS feature that my local carrier here supports. Telstra also confirmed to me that they do not get involved with restricting or approving updates for handsets they do not sell locally.
I look forward to your assistance in clearing this matter up and bringing to an end the frustrations I have had engaging your organisation for comment and clear position/statement on this matter.”
ATT Reply 10th Nov:
“The Mobile Hotspot feature was not enabled on AT&T’s first-generation hardware running Mango. As you know, the Focus was part of that first generation, hence your inability to access that feature.
On your question about unlocked devices, as an unlocked device owner you are free to put your device on any carrier that supports the same radio network (frequency, technology, etc.), but as long as you are running the version of the firmware that the original carrier certified you are subject to the benefits (verified functionality, certified quality, exact user/support information) and limitations of the original carrier.”
OK. That one just basically repeats what I had already outlined in my explanation of the situation. No new info there and understood all that in the first place – hence my initial email/questions. I immediately replied back (same day) stating as much, and asking my specific questions again:
“I appreciate you getting back to me. However, the information you gave me has not answered the questions I asked. The Samsung Omnia and Samsung Focus, both GEN1 devices from Samsung, are BOTH capable (hardware/firmware) of running Mobile Hotspot.
ATT sell the Focus. Other carriers that sell the Omnia (GEN1) have approved firmware updates to WP7 from MS (and Samsung) to enable this feature on this GEN1 handset. Likewise, Microsoft and Samsung COULD enable Mobile Hotspots on the Focus (GEN1) also….however it is my understanding ATT are not allowing this.
Is ATT holding this update back (this link proves a working HACK turning Mobile Hotspot on in a Focus in Australia) because they wish to sell new handsets (GEN2)? Why have ATT not approved this update? Are ATT intending to release this update for GEN1 handsets at all……?”
Almost a week later, there had been no reply, and I shot of a follow-up asking if there would be. The next day I tracked down some senior ATT email addresses (VP Wireless etc) and sent this email, with CC to my earlier PR contact:
“I am contacting yourselves in an attempt to find someone at ATT that is prepared to advise their position on Windows Phone tethering (Mobile hotspot) Mango updates for the Samsung Focus handsets. It would appear that my earlier contact to ATT’s PR company (below) is not reaching the appropriate company manager or department to answer or respond to the questions I am raising. I do not understand why ATT will not be transparent to it’s US (and global) customers. The response I received from XXXX below was…..
…….Can I please ask the appropriate Mobility/Wireless product manager to specifically address these questions and respond.”
The following day, no reply. So I sent a query asking if my email had been received. The following day, the 19th Nov. my original contact came back saying it had – and they were looking into it with the appropriate people. On the 21st, I asked what timing I might expect to see for the reply (to manage my expectations) – on the 22nd I was told soon.
ATT Reply 23rd Nov:
“The Mango mobile hotspot feature was not enabled for those who updated a first generation version of the Samsung Focus sold by AT&T because the feature was not part of the build when AT&T had to commit to testing.
The feature is, as you know, available on AT&T’s current WP7 devices – which are quite different spec-wise from the first set of devices.
Providing you with any official work-around for your specific situation is not possible because AT&T-approved software for the Samsung Focus that contains this feature does not exist.
We understand the device is unlocked, however these are the facts for the software on the first generation version of the Samsung Focus sold by AT&T and is not related to a rate plan requirement or being tied to a contract.”
OK. Yet again they have said nothing new and just re-stated the situation I described that led me to initiate the contact to ATT – and clearly they have answered none of my questions. This was quite obviously going nowhere slowly. The next day, I called the Californian based ATT PR manager and had a frank discussion re: these issues, and then emailed confirmation follow-up of the questions I wanted ATT to comment on or answer. Why no Tethering for the Focus, and did they intend to at some point in the future? Difficult? Hardly.
Over the next couple of days, there was some back and forward correspondence with details/background…and then after Thanksgiving I received this final reply.
ATT Reply 23rd Nov:
“Appreciate your patience this week. What I was able to secure: at this time, AT&T has no additional upgrade plans for the first generation Focus.
Know that response doesn’t address your specific desire to know if/when those plans might change or touch on plans for subsequent generations, but I’ve also reached what I think is the limit on what I’m going to be able to secure as responses on this issue.
Hope that what I was able to provide gives you at least some more insight into your consideration of whether or not you’d like to try out the MHS hack you mentioned.”
Well that’s that. Thanks ATT – your transparency and customer focus (pun intended) makes me glad I’m an Australian Telco customer (never thought I’d say that!). Knowing this…it looks like I will be using that XDA hack after all….as wary as I am of doing this. ATT is leaving me no choice…
Good luck to anyone else if they discover more.
* * * * *
1. It should be noted that Australian and US mobile carrier plans have differed historically which may impact on the willingness to embrace tethering. Australia operates on fixed data blocks/quantities with high surcharge rates above this level, so the quicker the data consumption (ie via shared tethered devices) the closer the telco gets to either a high-surcharge/profit situation or a customer buys another block of data. Either way they win. Whereas in the US some carriers and telcos have come from uncapped cell plans – such as Sprint or Verizon, and have therefore prohibited tethering due to the chance this will see their network performance suffer and profitability fall under these conditions.
2. Additionally WPDownUnder also recognises that Tethering updates can’t just be MS pushed to unlocked devices – as at least one carrier needs to test the update and ensure that it operates on a network OK and ticks the technical boxes for a carrier. MS do not control or manage mobile network performance.
3. Whilst ATT have confirmed the Samsung Focus “S” and Flash (Gen2 devices) will have Tethering support on ATT’s network…by all accounts they have not “pushed” this update to these handsets, and Australian experience confirms it is not enabled out of the box on phones delivered and used here. I have asked ATT what procedure/process exists to have these handsets enabled for Tethering – they have not confirmed a response on this. So it looks like these owners also need to look to hacks to get the support MS have advised they will have.
03-19-2012 07:08:16 AM
I got some additional information on Friday not the answer yet but at least they are working on it.
Thank you for taking the time to speak with me once again. I have updated your email address, with the correct address my correspondence should find its way to your inbox. As discussed, I have engaged our Windows Phone 7 team and I am currently awaiting a response to your inquiry.
I expect to receive a response sometime early next week and I will provide you with an update just as soon as possible.
Thank you for your patience during this escalation process.
Have a lovely weekend!
Customer and Partner Advocacy – North America
VOLT @ Microsoft Corporation
03-19-2012 02:51:28 PM - last edited on 03-19-2012 02:56:39 PM by ShaunMN
If anyone wants to know how to get the update now within 5 minutes send me a personal message and I will give you instructions, [Per Guidelines: Keep it Relevant and Appropriate].
03-19-2012 03:01:21 PM - last edited on 03-19-2012 07:08:39 PM by ShaunMN
I should clarify I can only help if you have a Focus Flash or Focus S.....[Per Guidelines: Keep it Relevant and Appropriate].
03-19-2012 03:14:08 PM - edited 03-19-2012 03:14:28 PM
Just take care. Forcing updates can be risky. You can miss key OEM firmware for a specific model - or knock yourself off the MS update path (based on earlier Walshie experience).
03-19-2012 04:44:59 PM - edited 03-19-2012 04:46:54 PM
Now TMobile USA is starting to roll out the update that AT&T has never heard of. How is that even possible????