14 DAY TRIAL // Wireless carrier T-Mobile USA has recently started to receive a great deal of complaints regarding 3G connectivity issues from its Nexus One users. It seems that the handset was sometimes unable to connect to the carrier's 3G network, or was switching between EDGE and 3G, and T-Mobile's customer support was not able to respond efficiently to these complaints.
However, the company already acknowledged the problem, and asked its users to provide a series of details regarding the problems they encounter, including info on their location, a description of the issue and the like. That request was made via the carrier's forum website, yet now we learn that the customer support team has been instructed to take several steps into the matter.
Some leaked internal documents from T-Mobile, which emerged into the wild via Engadget, show that the carrier is instructing its customer support representatives to ask users to provide info on their location and on the exact issues they encounter. At the same time, it seems that the carrier recommends a reset of the Nexus One device as the primary action that should be taken towards resolving the problem.
The leaked document also reads: - Do not transfer customers to HTC, they will not be able to resolve this issue for customers. - Do not recommend filing a handset exchange as this is not known to fix the issue. - Confirm that customers are using the device in a 3G coverage area and that there are no known outages by using the Interactive Coverage Map. - Confirm that Customers have data on their Nexus One line of service. - Inform customers that if they have Wi-Fi enabled, the 3G icon will not show up. This is normal for Android devices. - Recommend customers perform a soft reset by power cycling the phone and see if the issue continues.
At the same time, T-Mobile is asking users whether they had 3G on older devices, so as to learn whether the signal is available in the area. This is something that has been already discussed in the aforementioned forum thread, yet none of the above measures seems to offer certainties that the issue is fixed. For what it's worth, Nexus One might seem to be a big failure if the 3G connectivity is not available with it, and T-Mobile should move fast towards providing a firmware update to resolve the problem before it escalates.