Signal drops completely - HTC Desire SSupport

Last Updated:

  1. starman316

    starman316 Active Member

    Same here Billy06

    Monday morning pick up! to go back to HTC :(

    such an annoyance

  2. Libellule

    Libellule Member

    Would be a good idea for everyone having these problems to contact HTC on 01279 206906 (thanks to "Say no to 0870" for the landline number!), so that they can see the software update has caused a widespread problem.

    I spoke to Luke in Technical Support, and had my call escalated to Daniel in the Customer Care team - try to speak to one of these as they should both know about these issues as I asked for it to be fully documented.

    As for me, I have finally had to admit defeat and have given up with HTC (I have had 4 faulty handsets since upgrading my contract in July), I need reliabilty for work purposes, so have gone back to Blackberry.

    Wish you all the best of luck with sorting this issue - please keep this post updated.

    Oh - I have a spare brand new HTC desire S battery if anyone wants it ?

    Libs x
  3. starman316

    starman316 Active Member

    hi libs, battery sounds good, thanks, i'm in suffolk too, PM me plz

    Yes i spoke to HTC and they have escalated it too, they found it very odd, and mine and my friend (billy06) has the exact issue

    So my advice to people dont update to the latest firmware!

    what concerns us, is the phone being returned with the same issue, flash the latest ROM and update. I hope they check the incoming calls while on standby

    i am awaiting billy06 logs from logcat should be interesting
  4. dbrook007

    dbrook007 Active Member


    Since the latest 'updates', I've had signal loss, texts won't send all the time, volume control on side of phone will only control media volume.

    I too have had the delayed text message issue.

    This is a real pain and is not acceptable. What sort of testing are these developers (not) doing? Where are the standards and QA?

    These problems need sorting quickly, HTC.

  5. oldhamuk

    oldhamuk New Member

    Morning All,

    I have been having the same issues since installing the update, I decided to speak to HTC this morning and it seems the only way to fix this issue is to send the phone to HTC Repair Centre. I have copied the chat session.

    Having been only ever a Nokia and iPhone user in the past I thought I would try HTC and had a few issues with bluebooth disconnecting after calls in my car but other than that my migration to the HTC went well and has been running ok (with exception to the bluetooth issue) for about 2 or 3 months until this, which has blown HTC out of the water for me and looks like I won't be using one again.

    [FONT=&quot]Customer Chat[/FONT]
    [FONT=&quot]Chat Transcript[/FONT]
    [FONT=&quot]Please wait while we find an agent to assist you... [/FONT][FONT=&quot][/FONT]
    [FONT=&quot]You have been connected to Ryan.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: Hi Mark, thank you for contacting HTC Support, I’m looking in to your query now. .[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark Oldham[/FONT][FONT=&quot]: thank you.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: ok when did this first occur please[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: and has the device been changed in any way since the issue[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: sometime last week after I updated it. The update is the only change and I was prompted by the phone about the update.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: ok not a problem, what have you done to try and resolve this?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: am I able to roll the update back?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: you are but this requires our repair centre to flash the ROM and this is a chargeable repair process[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: I have carried out a factory reset which didn't seem to work and caused me more pain putting my personal settings back.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: ok would you like me to book a repair for this under the fact you cannot connect to signal?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: So your update has broken my phone and you want me to pay to get it fixed?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: NO let me explain[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: if you request us to flash the ROM then e it will require a fee HOWEVER if we book it in for repair under the fact that it is not connecting to a network then it should not be charged[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: oh ok, how long does this take and is there no plan to release an update to fix the faulty update that has affected quite a few handsets by the sounds of things?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: the repair takes 7 working days from when we receive it, unfortunately I do not have any information on future updates but can assure you this should not of happened to the device[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: Please can you let me know if there is anything else that I can help you with? If I have not received a response from you, your session will timeout soon.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: I'll have to go and buy another phone (not a HTC), I can't be without it for what would at least 11 days or more with the bank holiday and weekends. This is the first an last time I'll use a HTC, I'm disgusted, obviously not enough time was spent QA testing this software release, otherwise this wouldn’t have happened, were not talking about a minor bug this is basically leaves the handset not fit for purpose.[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Ryan[/FONT][FONT=&quot]: Is there anything else I can help you with today?[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Mark[/FONT][FONT=&quot] Oldham: Obviously not, thank you for your time.[/FONT][FONT=&quot][/FONT]
  6. Ads677

    Ads677 New Member

    I too spoke to HTC this morning on behalf of my girlfriend (problem as above). Couldn't have been less helpful and the guy I spoke to "hadn't come across this as a problem"! I mentioned both this and another forum where the problem had been highlighted, but that cut no ice.

    His suggestion (for a phone that has only been owned for a week) was to try a different SIM card (even though the SIM was working perfectly well in the Sony Ericsson it was transferred from), speak to Vodafone or return it to HTC for a repair. I mentioned the software update issue but this was ignored.

    Phoned Vodafone, who were slightly more helpful, but they said that the best thing was to take the phone into a Vodafone shop and have them check it over and, if necessary, replace the phone or the SIM card. We'll do this and see what happens.

    Not happy with HTC at all.
  7. ercm03

    ercm03 Member

    Then you can give him my ticket number to jog his memory!

    > I will be asking the repair centre to fix the following fault(s). Please
    > correct me if I have misunderstood the issue or failed to list a fault.
    > Device not receiving signal saying sim is not connecting to signal. HR
    > SR no fix book repair
    > To send a reply to this message or let me know I have successfully
    > answered your question log in to our ContactUs
    > <> site using your
    > email address and your ticket number 11GBCW32ENA000343.
    > Sincerely,
    > Ryan
    > HTC
    Ads677 likes this.
  8. solorize

    solorize Well-Known Member

    I have just emailed HTC Customer Services regarding
    the signal dropping out problem. So will see what they
    come back and say.

    I hope this gets sorted out soon as my phone is now
    dropping connection while I am at work as well as when
    I am at home.

    They must surely have to start looking into the problem
    as there are quite a few people now experiencing it happening
    to them.

    I will let you know what responce I get back from my email to them.
  9. Neetee

    Neetee New Member

    Hi everyone - I too have been having the same issue of the signal completely dropping at random, and again it has only been over the last few days. My Desire S has only just come back from repair this weekend (for an entirely different problem) & they "flashed the ROM" & restored factory settings when it was repaired, so I don't think that would solve the problem!
  10. solorize

    solorize Well-Known Member

    Quick update...

    I had a reply from someone at HTC and they have escalated my issue so it can be investigated further.

    I will keep you posted.
  11. schnide

    schnide Well-Known Member

    You are not the only ones! solorize very kindly linked me to here, from this forum:

    Network Signal drops out every morning! after software upgrade - HTC Desire S

    You can see my 'success' in contacting HTC about this myself. My proposed solution covers two angles while HTC fail to get their act together:

    1) Downgrade the software version on my phone, assuming I can
    2) Until HTC are embarrassed and/or concerned about their reputation being damaged enough to do something about it, tell them that I will tell *as many people as possible* that HTC will bork your phone with bugged software updates then deny there's an issue, and so not to buy a HTC. I will of course make it clear to them that I'll be doing this, and the more people who do, the better.
  12. schnide

    schnide Well-Known Member

    Additionally, this is my ticket number:

    11GBC350001164 (schnide)

    In addition to:

    11GBCW32ENA000343 (ercm03)

    Anyone else?
  13. mrb82

    mrb82 New Member

    Didn't see this forum topic at the time but i had the same issue as well on my brand new Desire s over the past few weeks.

    Got a contract on O2, first time using an HTC handset or anything else running android for that matter, first week i get a lot of people telling me "your phone was off", which is strange as i live in a good area for signal and especially on my desk where the phone will usually sit (you can even see the cell tower from the window). Back to the shop where they changed the sim card and when i still had problems, the next day they gave me a new handset.

    Kept an eye on it for the next few days, same problem kept showing up, if i left the phone alone for an hour or more, there was a good chance the signal would drop and wouldn't come back until i made an outgoing call/text. Every morning it would do the same also, i could even sit there and browse the net over wi-fi for 20 minutes, calling the phone would result in voicemail.

    Both phones i had prompted me to update firmware, something that i would expect after opening a boxed phone but now i see the update renders the phone almost useless (as a phone). I went back on the 13th day of my contract and cancelled, i can't say i'd go for another HTC handset in the future. Looking at the Galaxy S2 now.
  14. solorize

    solorize Well-Known Member

    I have had a reply, and they are asking me to try another sim card and see if
    I still get the same problem, and also after that do a factory reset :(

    Therefore I will stick in a payasugo sim i have lying around.

    I am not looking forward to doing a factory reset as that means
    reinstalling and trying to remember all setting etc.

    Does anyone know how to do a backup of your Calendar
    and Contacts etc.. so I can restore them after doing the factory
    reset. As I cant see a way to do it with the HTC Sync software :confused:
  15. oldhamuk

    oldhamuk New Member

    I've had a reply to an email I sent this morning to HTC and now they seem to be trying to say its a problem for O2 to deal with.

    I'm planning to pop into O2 on my way home to see what they say but here is a copy of the email I recieved.


    Dear Xxxx Xxxxxxx,

    Thank you for contacting us.

    In regards to your HTC Desire S not being able to take or receive calls and text messages, I can help you with that.

    I can see that your handset is O2, this means that the software update is not the standard HTC update but rather the O2 branded update, please speak to them with any problems regarding their update, as they will need to look into providing a fix for you.

    In the mean time I can log it as a Bug report so we can look at this in the hope of providing a fix, however if it not affecting un-branded handsets then we are not able to provide a fix, as it is not our software that is causing the issue.

    If you are on any of these forums, the best thing you can do is encourage others to actual report these problems to us HTC direct so we can investigate, too many people go straight to internet forums without telling us, meaning we are not aware of the true scale of issues like this.

    Please provide the following information so I can log this as a Bug Report and we can look into it, in the mean time please check with O2 in case they are aware of it being a result of their software and so they can look into it if it is.

    Customer Name
    Customer Phone Number (e.g. +44797xxxxxxx)
    Customer Email Address


    Device Information
    Device Model
    Serial Number
    ROM Version/Buildnumber

    I trust that this resolves your query, please do not hesitate to contact us again if required.

    If this response has resolved your query, and you have no further questions please close this ticket by following the link below. Upon closure of the ticket you will be invited to complete our Customer Satisfaction Survey which should take no more than 1 minute to complete

    To send a reply to this message or let me know I have successfully answered your question log in to our ContactUs site using your email address and your ticket number 11GBCW35ENA000892.




  16. schnide

    schnide Well-Known Member

    Well given that another one of us is on Orange and has experienced this, that's horsesh*t.

    "If you are on any of these forums, the best thing you can do is encourage others to actual report these problems to us HTC direct so we can investigate, too many people go straight to internet forums without telling us, meaning we are not aware of the true scale of issues like this."

    Which to me reads as, please don't tell people it's us because it'll damage our business, although we're not going to do anything about it.

    I called O2 and they told me the software update came from HTC. So someone is either being inept, lying, or both.


    Update: I am sitting at my desk, and my phone is in front of me displaying full signal.

    I have just called my phone and it went straight through to voicemail.


    Update #2: The software did initially come from HTC, and O2 branded it, but given that other networks are experiencing the problem I think this is irrelevant.
  17. ercm03

    ercm03 Member

    It is affecting un-branded phones as that's what I have.

    You can give them to my ticket listed in a previous post - however I solved the problem by removing the 1.47 update...
  18. schnide

    schnide Well-Known Member

    That's good to know and I personally can do it, but for anyone who's also experiencing this but will not know how (or why) they need to do that, it isn't going to help.

    I didn't even know I couldn't call my phone until earlier today - it's just not good enough. Moreover, even though I know about it, I shouldn't have to downgrade my phone either. This software will have been released for a reason, presumably a good one, even though these bugs also came with it.

    I've just spent half an hour on the phone with O2. The initial adviser didn't understand what I was saying, so I spoke to a supervisor (thank you Adam - if you noted down the links correctly, you should be able to read this). I explained that although the software initially came from HTC, and O2 then only branded it, and even if other networks are getting it as well, this still might very well result in O2 losing sales and so it's in all our interests to get it fixed. Adam said he will be looking into this and getting back to me by the end of the way with a view to O2 contacting HTC directly. I made the point, which I think is valid, that ultimately my contract is with O2 and they supplied the software, even if only at the final stages. It passed their bug testing.

    The more people who report this the better. HTC clearly have no intention of fixing it otherwise and until then, my phone is next to useless!
  19. schnide

    schnide Well-Known Member

    Apologies for the flurry of updates, but I'm reporting what I know in the hope that someone can take it further.

    Adam called me back saying that he'd spoken to HTC who (predictably) said there was no known issues and O2 was responsible for sorting it out. Adam gave me a call forwarding cancel code to try (##002#) which I tried, the first time it failed and the second time it reported as working. He called me on another line, it came through - I have since realised this is because the phone was 'awake' but I didn't know this at the time.

    I got off the phone, tried calling my number from work again and it rang on the receiver itself but the Desire S did NOT report any call coming through. I think my voicemail had been cancelled by the call forward code, so it just rang on the network but not the phone itself.

    At present, unless some kind of fix is applied somewhere I have no faith that communications being sent to me (either text or calls) are coming through when they should, or at all.

    Adam at O2 has said that he's escalating this as he does believe there's a problem, so at the moment I'm waiting on that and am obviously hoping it bears fruit.
  20. billy06

    billy06 Member

    firstly we need to, as has been said before by schnide list all out ticket numbers along with the version numbers:
    TICKET NUMBER: 11GBC340004263 , VER; , NETWORK: O2 UK

    i suggest you quote add and post and point HTC to this thread
  21. starman316

    starman316 Active Member

    Ticket NO 11GBC340004279
    which HTC have now closed

    and reissued me with 11GBC350002296
    being picked up again tommorrow

    Desire S 1.47 206.2

    no incoming calls when data H enabled

    o2 branded so its not just the unbranded ones
  22. starman316

    starman316 Active Member

    Ticket NO 11GBC340004279
    which HTC have now closed

    and reissued me with 11GBC350002296
    being picked up again tommorrow

    Desire S 1.47 206.2

    no incoming calls when data H enabled

    sorry double post
  23. solorize

    solorize Well-Known Member

    Ticket No: 11GBCW35ENA000689
    Handset: HTC Desire S
    Software Number:
    Network: O2 UK
    Problem: Phone keeps losing signal (since upgrading the the new software version above)
  24. starman316

    starman316 Active Member

    Makes me laugh indeed, Spoke to HTC at length yesterday

    the call centre seemed to be scratching their heads over this issue

    he offered to repair it again, yes i dont know if i mentioned it but it came back yesterday with the same issue

    they wanted to get it back in to replace motherboard this time

    but what makes me laugh even more, he said they have no contact with the repair centre and the repair centre only has outbound calls, so he could not talk to them directly ?

    Leonard was the guy i spoke to, he seemed very helpful at first, but then could only offer this motherboard replacement, i said about having my phone software downgraded and explained i could see it returned again with the same issue, he said the service centre charges to downgrade the software and doesnt like doing it

    I felt I hit a dead end with HTC and in the end, decided to talk to O2

    and they offered a replacement and said it should have the old version installed as it was older batch and not to update until HTC have sorted it out

    but more interestingly the repair/replacement centre @ o2 have not heard of the issue even though i quoted names from o2 i have read in forums.

    i think he didnt believe me at first so he called me back on the landline, he asked me to turn off voicemail, not that it was enabled anyway, he then asked how much signal i have (3 bars H displayed) he then said HOLD for 2 mins, came back and said, " oh I see now " and he was going to let his team know of the issue

    I tried to give him link to the forum here, and said not to read too much into forums, i said to get a better look at the issue, i suggest you read the forum!

    I even posted a youtube video of the issue and posted it and my experiences on HTC's UK facebook page

    i did get a reponse and that was please give us your ref no and we will investigate it internally !!

    but since uploading the youtube video i have had no reply on the facebook wall

    good luck peeps
  25. starman316

    starman316 Active Member

    also spoke to LUKE at HTC, he said he will look at this forum

    I wonder if we can get them to comment on here !! not likely

Share This Page