Phone not ringing with incoming calls

[djphotography]

I'm having an issue with Rogers right now.

2 months ago, I upgraded my phone to a 9780, and my wife upgraded hers to a 9300 (both from Curve 83XX series).

Since then we have both been having on and off problems with incoming calls not ringing or even displaying there is an incoming call despite it ringing on the callers end multiple times then going to VM. Then we get text messages from the who called feature saying we have missed a call. It has gotten exponentially worse the last couple weeks. Probably 50% of the time calls do not come through. We tested it, calling from a landline while watching the phone to make sure our reception was adequate. 8/10 calls rang on the calling end and went to VM with nothing showing on our devices even though we had full reception.

We live in a smaller city, but this happens in all different locations. Even when we are in larger urban areas. Not just in our home city/area.

I have also been recieving the whocalled texts even when I answer the calls. After I hang up, I get a text saying the call I had just answered is a "missed call" which results in me calling alot of people back right after I hang up and saying "did you just try to call me again?" In addition to this alot of the time our BBM messages won't send despite having full reception, then all of a sudden it will send 5, 6, 7 messages all at once inundating the reciever with multiple texts.

First Rogers said with all confidence it was the SIM. Replaced both and nothing. Then they said they needed to reset our network connections. Done and no help again. Then they said set the network to manual and select rogers 3G. Did that, no help.

Now Rogers says we both have to wipe our OS and start from scratch. I asked how it is possible that they think its our hardware/software and not something with the network. How amazing a coincidence it must be that 2 people from the same household, with 2 different models purchased at different times, different OS and different apps/data etc are having the same problem and its the phone not the network? They said thats their answer, and that only after wiping the OS and leaving it factory for a week, then slowly adding back all my apps and data to see if its something I did wrong.....and then replacing both devices altogether and waiting a week or more....then they are prepared to look into whether or not its their fault and not my/my devices fault.

Anyone else had these problems?

They also suggested putting it permanently to 2G and seeing if that helps. First I said "If I wanted to be on 2G I would have kept my old phone and saved myself the cost associated with upgrading to the 9780" then I asked why they would suggest using the 2G network instead of the 3G if they said theres nothing wrong with their 3G network. They kind of stumbled around for a bit with the answer, put me on hold mutiple times then came back as said "wipe the OS then we will talk if it still doesn't work".

Forgive me. I upgraded my phone to get rid of the headaches I was having with my older device. Now I am wishing I had it back. It was slow as a turtle but at least I recieved all my phone calls!! Slightly frustrated right now......................

[Apocalypso]

Sorry you had to go through that. I'd be pretty peeved as well if I were in your shoes. Your situation does sound perplexing. I agree with you on the problem originating within their network rather than with you and your wife's phones, since you've tried all of Rogers' suggestions to no avail.

You mentioned that you and your wife were using Curve 83XX series phones (which coincidentally are non 3G devices) prior to upgrading to the 9780 and 9300 (both being 3G devices). The former worked perfectly, while the latter have not, so the only logical conclusion would be that Rogers' 3G coverage in your area (or the apparent lack thereof) is the culprit. You could ask Rogers to provide you with new phones just to see if your problem continues but based on the info you've given, I'd say it's a network issue, not a hardware one, so this may not help things.

If I were you I'd call Rogers again and ask to be put through to the customer retentions department, since you've already tried to get your situation resolved at the customer service level. Explain your situation to them and let them know that you are currently unable to fully enjoy the service you are paying for because of this unresolved issue.

Ultimately, if Rogers can't resolve your issue, you may have to reconsider remaining with them if having 3G coverage and the latest Blackberry is your priority. I'd also let them know that. After all, you are paying for it, and are therefore rightfully entitled to service that reasonably meets your level of satisfaction. There are other carriers out there that might offer better 3G coverage in your area. I think it's worth checking out, just so you know what other options you have. You may even use that as bargaining leverage to get Rogers to "sweeten the pot", so to speak.

Good luck on your decision-making.

[djphotography]

Thanks for the info.

So the latest is that I talked to a Rogers CSR again today and now they are saying that both my wifes and my SIM cards are from a known defective batch. That it is flagged right on both of our accounts so they don't understand why no one has told us this yet. They said to go to the Rogers store and get 2 new SIM cards. So off I went to the store, where I am told that they would not give me a new SIM because they have people coming in on a daily basis complaining of the same issue so they know for sure it is not a SIM card problem. Also, they have spoken with other Rogers stores in a nearby city with close to 400,000 people where Rogers 3G service is supposedly well covered and they have many people coming in with the same complaints. According to them the Rogers 3G network was fine until about 6 months ago and then for whatever reason everyones having the same issues.

So I guess the answer is that Rogers 3G network sucks....no matter how big or small a city you live in or how well the area is covered by the network.

[Apocalypso]

Unfortunately it looks like you're right. But as far as I'm concerned, Rogers needs to come up with a solution. The fact that others are having the same problem is irrelevant. Why should you or any other customer be held liable for an apparently faulty 3G network? That's not your fault! Because of that, you and your wife currently can't make full use of the new phones for which you have shelled out your hard earned dollars (or at least will be if you are stuck in a two or three year contract). Rogers still has an obligation to provide a service that reasonably meets your level of satisfaction as a consumer. So far they have failed on this front. If you're in a contract, that would be sufficient grounds for it to be voided in my opinion.

I'm not sure what your plan is, but I wouldn't settle. I'd keep pushing and if Rogers had no immediate solution, I'd cancel and look for another carrier.

Posted from my CrackBerry at wapforums.crackberry.com

[blackberry-unlocking710]

If carrier makes so much troubles by fixing their services and wasting you so much time... why don't you just switch to an other one?

[bigcreek]

Evening, having the exact same issue with my new BB 9780 and my wife's
I Phone4.We have had our new units less then 30 days and just realized that we both have ringing problem. It appears that we get one call to the handset then after that any inbound calls go directly to VM. I presently have a open ticket with Rogers and awaiting a return call from a technician from Line 2 support. They tell me that they have 3-5 days to return my call. I also had to return to a Rogers store twice to receive a new simm card and then again to replace the hardware completely. So in saying that , Houston there is a problem!

[djphotography]

They just run you around a hundred times. Its ridiculous. Rogers has a big problem with their 3G network but will NOT admit it. Even the salespeople at the local rogers wireless store say everyone is having issues with Rogers 3G network. At Rogers CSR's insistence I had a network refresh done, then 2 new SIM cards, then wiped my phone and reloaded my OS, and now just got a new 9780 today.....nothing worked and I am STILL HAVING THE ISSUE even with a brand new device! In fact this phone is worse. I still am missing calls, and it takes forever to send BBM messages and now 9 times out of 10 when I try to connect to the internet it says "cannot connect".

When they said they would send me the new phone they actually had the audacity to tell me that if they recieve my old phone (the one that doesn't work 50% of the time) and there are any problems with it they will charge me almost $500. I said "WTF...I have had an ongoing ticket since the day purchased the phone and now your going to try and pin something on me as the reason its not functioning"? This is what scares me. I have been with rogers for a long time, and every issue I have ever had with any phone its always "its water damaged, its not covered" even when I know for a certain fact that its never had water on it, in it or even near it...not even in the bathroom during a shower or near a steaming pot" I am not the only one either. Everyone I know who has had an issue with a Rogers handset gets the same line when they have a phone in need of repair. I think Rogers pulls out the water damage line a little too much...makes me suspicious of their ethics.

Rogers refuses to acknowledge this is their fault! Its quite ridiculous. Even after going through everything I have gone through and my explaining that my old phone, my wifes phone and now the new hardware are all doing the same thing, they still tried to tell me tonight that I have to start from square one with the new device...new sim cards, wiping the phone and reloading the OS and then they will look into sending me another phone. Not even a thought that it could be the almighty Rogers networks problem.

Wish I had never signed that contract. As soon as its up....so is my time with Rogers wireless. Everyone around me with Telus and Bell are enjoying their BB's with trouble free calling and data use. With what I pay rogers a month, their poor service is a crime.

[wave222222]

I called in and told them that there are no issues with my phone when in London, ON. All people in St. Thomas on the Rogers network running 3G regardless of the phone are having issues. My workaround was to drop down to 2G (EDGE) and all is fine. I have got through to another person that told me there is a Network alert on his system for the St. Thomas Area. I have said since I am paying for all these services and nothing is working I was my money back for this month. Just to **** them off more I then called in on behalf of all my relatives on Easter Sunday. I received my 2 phones free plan for the month and then my 2 brothers phones and there wifes phones and my Mother and Fathers 3 phones (1 Business phone). I suggest you and all people in St. Thomas do the same as this problem has been ongoing for more than 2 full weeks.

[djphotography]

I would like to see someone at least admit its the 3G network. They keep replacing my phone and making me switch SIM cards like its my problem not theirs. A rogers CSR told me yesterday there was an issue but its been fixed already. If anything its been worse lately. Calls not coming in and outgoing calls failing or dropping 3 or 4 times before I get a solid connection. I sent bbm messages to my wife saying test. 10 in total. First one took 10 minutes. The rest all took 45mins to send. They escalated my complaint and I got an automated VM saying that my "internet" problem is now fixed. Thanks Rogers but it was my phone that's the problem!!!! Supposedly a supervisor is calling me back today or tomorrow. I told the CSR there's only 2 things that will satisfy me. Fix the network or let me out of my contract. I have had it with Rogers gladly taking my $1500 a year and not supporting their end of the contract. That's breach of the contract I signed as far as I anm concerned. If they can't fix it they should allow me to find a carrier than can manage to have a stable 3G network.

Posted from my CrackBerry at wapforums.crackberry.com

[Apocalypso]

@djphotography

It might be worth taking a look at the Rogers Service Agreement to see if there are any loopholes that would enable you to dissolve your contract prematurely. I'm by no means a legal expert, but I believe that consumer law states something to the effect that any product or service sold by a business needs to perform reasonably as advertised. Being forced to use 2G on phones that are otherwise equipped to operate on a clearly faulty 3G network is a poor excuse, and shows that you are not getting the full use of the products you've paid for. As far as I can see, this constitutes a failure on Rogers part to meet their end of your contractual agreement with them. This might be the means to get out of your contract without any penalty to yourself.

Posted from my CrackBerry at wapforums.crackberry.com

[djphotography]

I already thought of that....and read it over. It actually made me laugh out loud how well they cover their crappy services. Reading this text should be a warning to all potential Rogers customers.

Section 22 of their service agreement says word for word: "we do not warrant that all or any part of the services, any equipment that you purchase, or the equipment and services of a third party will always be working without interruptions" (Pretty much no incentive for them to ensure their service is functioning properly)

Section 23 of their service agreement says (paraphrased) that you have to have more than 24hrs of interrupted service to get a credit. And even then it says you have to submit a request in writing, and they will only credit you for the actual times when interruption occured.

So first, they basically state our service may be useless, but this clause says you are screwed anyway. But we may credit you, but if your phone calls fail a bunch of times in a day they may credit me for xx minutes out of the 24hr period (but probably only if I can prove it) if I send them a written letter requesting it.

Wow.....I am sure its probably standard legalese to carriers like Rogers, but too bad for its customers if they want to play hardball they have it in black and white that if their service is horrendous its too bad for us.....talk about covering your a** to allow you to breach your end of the contract without penalty.

[Apocalypso]

@djphotography

Wow! That sucks indeed. No wonder folks have called Rogers "Robbers" as its more aptly deserving moniker.

Thanks for summarizing the main points in the Service Agreement by the way. That's good info to know.

This serves as another self-reminder to ALWAYS read a business' service agreement before signing on that dotted line.

[djphotography]

What I have known for 3 months now has been admitted by Rogers finally. They have a big 3G network problem in this area. They have said it requires "hardware" changes to "the system" in the St.Thomas area and that they have no idea how long it will take before the 3G network in this area is useable from a reliability standpoint.

[Apocalypso]

Is there anything they can do about that to keep you a happy customer? I know you've mentioned the service agreement stipulations already, but by their own admission, they should be willing to give you some kind of reparation for inconveniencing you or else be willing to end your contract with them if you request it.

Posted from my CrackBerry at wapforums.crackberry.com

[djphotography]

I had to speak with a supervisor ( after being 6 days ago told a supervisor would call in 24-48hrs I finally called them to ask why no one had called me and was told my intial escalated complaint was "rejected" . Apparently they do this when there is a complaint filed on a problem they are already aware of, but don't bother calling the customer who made the complaint to tell them no one will be calling them). After telling them I either wanted my plan for free until the problem is fixed or let me and my wife out of our contracts without penalty I was put over to customer care/retention. They have now offered me a pretty generous compensation, which I accepted. Its a monthly credit for the next two years. I won't say the exact number, but it basically totals about 6 months free for both myself and my wife. Rogers managed to keep me happy for now.....now as long as it doesn't take longer than 6 months to get the issue fixed I will be happy.