07-29-2012 08:27 AM
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  1. thed's Avatar
    Called back in today (as requested) to report that the reset process failed. The tech I got transferred to couldn't offer any help beyond having me call *22890 -- which had no effect. The only other thing he could offer was to replace the device, but since it wasn't purchased from Verizon, that wasn't possible. Final outcome: I upgraded to an iPhone 4.

    Very disappointing, really, but I guess if I'd purchased the device from Verizon I'd be happier.
    Yikes. I can't imagine what could've went wrong that even a hard reset wouldn't fix it. That kind of makes me think it's HTC's fault here.

    I guess the best thing to do is run a backup before you travel internationally. There's a tool on XDA that lets you force Zune to create a backup of your phone. But be sure to read through that entire post, it's a "use at your own risk" kind of situation.

    [APP] [UPDATED 9/27/2011]V1.9 Working App to Backup Windows Phone 7 via ZUNE ANY TIME - xda-developers
    11-02-2011 04:09 PM
  2. geekwench's Avatar
    While this won't help any of you (sorry), I have an HTC HD7 on T-Mobile and have no issues with international travel with it. I do typically swap out for a local SIM wherever I travel (T-Mobile will let you unlock your phone for free), but I have also left my US SIM in the phone on occasion while overseas. Switching between Global and CDMA-only has worked perfectly.
    I understand that this doesn't fix anything for any of you, but it might at least indicate that this is a Verizon issue rather than an HTC or WP issue, although I suppose that since the trophy is a different model than the HD7, there's still the possibility that it's the device that is the issue.
    Rocket_Girl likes this.
    11-02-2011 04:24 PM
  3. aokusman1's Avatar
    If you turn off 3g data the phone will still work on wifi right?
    11-02-2011 05:06 PM
  4. palandri's Avatar
    While this won't help any of you (sorry), I have an HTC HD7 on T-Mobile and have no issues with international travel with it. I do typically swap out for a local SIM wherever I travel (T-Mobile will let you unlock your phone for free), but I have also left my US SIM in the phone on occasion while overseas. Switching between Global and CDMA-only has worked perfectly.
    I understand that this doesn't fix anything for any of you, but it might at least indicate that this is a Verizon issue rather than an HTC or WP issue, although I suppose that since the trophy is a different model than the HD7, there's still the possibility that it's the device that is the issue.
    T-Mobile is a GSM wireless carrier. You don't have CDMA on a T-Mobile phone. A GSM phone is a world/global phone.
    11-02-2011 05:45 PM
  5. geekwench's Avatar
    T-Mobile is a GSM wireless carrier. You don't have CDMA on a T-Mobile phone. A GSM phone is a world/global phone.
    Actually, I have GSM and WCDMA/UMTS on the phone, and as I mentioned, I use multiple carriers because the phone is unlocked and I travel internationally and use local SIMs.
    11-02-2011 07:02 PM
  6. Rocket_Girl's Avatar
    If you turn off 3g data the phone will still work on wifi right?
    Yes, it absolutely will. That is how I used it in UK after turning off the data connection. It does pay to book a hotel with free wi-fi!
    11-02-2011 07:21 PM
  7. Rocket_Girl's Avatar
    Yikes. I can't imagine what could've went wrong that even a hard reset wouldn't fix it. That kind of makes me think it's HTC's fault here.

    I guess the best thing to do is run a backup before you travel internationally. There's a tool on XDA that lets you force Zune to create a backup of your phone. But be sure to read through that entire post, it's a "use at your own risk" kind of situation.

    [APP] [UPDATED 9/27/2011]V1.9 Working App to Backup Windows Phone 7 via ZUNE ANY TIME - xda-developers
    Thanks for the suggestion. In this case, OP (sigg47) did have a backup. His first hard reset restored his US data connection. He then restored backup, which wiped it out again -- sounds like second data wipeout was fatal - even a hard reset does not help.

    For anyone who considers making & then restoring a backup, be warned that restoring the backup may make things worse. This could vary according to the backup method used - I don't know how OP's method compares to the method recommended by previous poster. Just know that it may work; it may may make things worse in the end. Thaks to everyone - every bit of additional information helps a ton!!
    11-02-2011 07:27 PM
  8. Rocket_Girl's Avatar
    While this won't help any of you (sorry), I have an HTC HD7 on T-Mobile and have no issues with international travel with it. I do typically swap out for a local SIM wherever I travel (T-Mobile will let you unlock your phone for free), but I have also left my US SIM in the phone on occasion while overseas. Switching between Global and CDMA-only has worked perfectly.
    I understand that this doesn't fix anything for any of you, but it might at least indicate that this is a Verizon issue rather than an HTC or WP issue, although I suppose that since the trophy is a different model than the HD7, there's still the possibility that it's the device that is the issue.
    Thanks - more good clues!
    11-02-2011 07:32 PM
  9. fx45guy's Avatar
    I don't know. I have a trip in Feb as well; In theory, if we turn data OFF *before* leaving the US (Settings...Cellular... Data connection OFF), and leave it off until we are back in the states (not turning DATA on for even a second while out of the US), that seems like it should work the same way as turning it off/ back on without leaving the states in between. I had it on at points in the UK, and it may be something about registering the data connection there that messes up the one here.

    Still not a fix --because all features on a global phone should function fully before/during/after international travel-- but it may be a workaround. I plan to try that and see what happens.

    I will be interested to hear how things go for you!

    Won't work. That's what I did last month. I turned the data off on the plane in LA, and then turned it back on when my plane landed in SFO (after coming back from Taiwan through Tokyo).
    Rocket_Girl likes this.
    11-03-2011 12:18 PM
  10. aokusman1's Avatar
    Won't work. That's what I did last month. I turned the data off on the plane in LA, and then turned it back on when my plane landed in SFO (after coming back from Taiwan through Tokyo).
    Can you be more elaborate? Did you use the phone in while overseas without data, and just voice?
    11-03-2011 01:09 PM
  11. Rocket_Girl's Avatar
    Won't work. That's what I did last month. I turned the data off on the plane in LA, and then turned it back on when my plane landed in SFO (after coming back from Taiwan through Tokyo).
    Wow - that is bizarre. Thanks for the tip... I will narrow my expectations. For global use, it seems this phone is jacked!
    11-03-2011 01:56 PM
  12. palandri's Avatar
    Actually, I have GSM and WCDMA/UMTS on the phone, and as I mentioned, I use multiple carriers because the phone is unlocked and I travel internationally and use local SIMs.
    You're confusing the terms. WCDMA doesn't mean your GSM T-Mobile phone is also a CDMA phone.
    11-03-2011 03:38 PM
  13. Rocket_Girl's Avatar
    I wonder what experiences non-US Trophy owners have had in leaving and returning to their home countries... anyone have this problem in reverse - loss of data connection upon return to non_US area?
    11-03-2011 04:24 PM
  14. thed's Avatar
    I wonder what experiences non-US Trophy owners have had in leaving and returning to their home countries... anyone have this problem in reverse - loss of data connection upon return to non_US area?
    The Trophy that is sold outside the US is GSM only, so in their case they wouldn't be switching between CDMA and GSM.
    11-03-2011 04:46 PM
  15. Rocket_Girl's Avatar
    The Trophy that is sold outside the US is GSM only, so in their case they wouldn't be switching between CDMA and GSM.
    D'oh - good point. Only a VZW-related issue -- whether it is hardware, carrier or WP, it is still only a CDMA-GSM problem.
    11-03-2011 05:00 PM
  16. braindoc's Avatar
    So I emailed Verizon and explained the problem. This was the response I got back:

    "I do apologize for the data issue you experienced and we do appreciate the feedback. I have researched this issue, and have also reported it in our product issue log to be reviewed by the manufacturer. Once the issue is duplicated, the manufacturer will work on a software fix which will be sent to all affected devices over the air."

    Which I translate as: "Once this becomes a problem with enough of our customers we'll do something about it."

    I haven't contacted HTC or MS about the issue but that might be the next option. Prior to the Trophy I used an Imagio, another HTC windows verizon global phone and it worked flawlessly, so it's hard to tell where the problem lies.
    11-04-2011 10:44 AM
  17. Rocket_Girl's Avatar
    So I emailed Verizon and explained the problem. This was the response I got back:

    "I do apologize for the data issue you experienced and we do appreciate the feedback. I have researched this issue, and have also reported it in our product issue log to be reviewed by the manufacturer. Once the issue is duplicated, the manufacturer will work on a software fix which will be sent to all affected devices over the air."

    Which I translate as: "Once this becomes a problem with enough of our customers we'll do something about it."

    I haven't contacted HTC or MS about the issue but that might be the next option. Prior to the Trophy I used an Imagio, another HTC windows verizon global phone and it worked flawlessly, so it's hard to tell where the problem lies.

    Yeah, my Blackberry was fine, too. I had the Droid Pro for a short time (global phone) but got rid of it too quickly to have used it for a trip.

    That could be a sweet assignment for someone - to duplicate the issue. I doubt they can replicate by crossing from Seattle to Vancouver and back... it will take some serious travel!

    I have also asked support about where to call/write/tweet to get this on the radar (I don't ever tweet, but would if it would help now). They had no other ideas... maybe one of them will notice this forum (I know, wishful thinking). Ultimately, I think there will be too few of us and it may never be solved. Could be cheaper for VZ to just replace with equivalent, that is when and if they ever *get* a different WP& global device. Unfortunately, whenever I go in to the store & talk to them, it only reinforces their biases against ever recommending a WP7 phone to anyone!
    11-04-2011 11:43 AM
  18. braindoc's Avatar
    So I contacted HTC about this problem and here was their response:

    "If this is what I think it is; it may not be a bug, so much as an inherent issue with CDMA technology. Somtimes, CDMA phones may get stuck on the last foreign tower they had connected to, causing you a lot of problems when you return home. This is easy to fix, though. For that reason, I'm thinking we'll want to try to update your phone's PRL (basically, this defines what towers your phone is attempting to connect to).
    To update the PRL, simply go to Settings --> System --> Carrier and scroll to the bottom. There you can just tap either/or "Change PRL" & "Change profile" and it will walk you through the update, which takes about 30 seconds -- this causes your phone to do a quick scan of the area, to find a closer tower to work with."

    Unfortunately there is no 'Carrier' option in 'System' and the 'Cellular' option does not have the Change PRL option.
    Rocket_Girl likes this.
    11-10-2011 03:48 PM
  19. Rocket_Girl's Avatar
    So I contacted HTC about this problem and here was their response:

    "If this is what I think it is; it may not be a bug, so much as an inherent issue with CDMA technology. Somtimes, CDMA phones may get stuck on the last foreign tower they had connected to, causing you a lot of problems when you return home. This is easy to fix, though. For that reason, I'm thinking we'll want to try to update your phone's PRL (basically, this defines what towers your phone is attempting to connect to).
    To update the PRL, simply go to Settings --> System --> Carrier and scroll to the bottom. There you can just tap either/or "Change PRL" & "Change profile" and it will walk you through the update, which takes about 30 seconds -- this causes your phone to do a quick scan of the area, to find a closer tower to work with."

    Unfortunately there is no 'Carrier' option in 'System' and the 'Cellular' option does not have the Change PRL option.
    The theory does make sense... it is too bad the setting options do not exist on the Trophy. I wonder if that can be addressed via an update? Mango update added and/or reconfigured menu options... perhaps an update could add these options to the menu.

    Logic is similar to using *228 to update roaming capabilities upon return to US, but that only works for cellular connection, not data.

    Assuming they could prepare an update to address this, I wonder who "they" would be. I can see the need for an option to choose (or reset) carrier in areas where there are multiple carriers possible. With Verizon, there IS no other CDMA carrier, thus, IU could see them skipping that option in their devices -- after all, why would they need to have a 'reset carrier' option on VZW phones?

    Sounds like HTC may (correctly) understand problem that requires some VZW code to fix - does this make sense? If it does, that puts us back into the lap of the *last* response you received - from VZW - basically saying there aren't enough of us for them to even bother. Which means we may be stuck waiting for another VZW WP7.5 world-phone device, OR stuck challenging contracts for service VZW cannot provide. Or completely resetting phones upon every return to the US. With 3 more overseas trips in the first part of 2012, *that* possibility is less than thrilling. If I have to do it one more time, that will be the last time. One way or another, something will change thereafter.

    Thank you, braindoc, for going after the problem and the answers, such as they are. Your patience and persistence exceeds mine (which is why you are, well, braindoc and I am social science doc!)
    11-10-2011 09:00 PM
  20. braindoc's Avatar
    I did inform HTC about the PRL setting not being present on our phones. They did respond by saying that performing the *228 option 2 should restore the system. I also asked them if simply turning off-on the phone wouldn't automatically reset the data and they said no.

    I actually had, before I traveled to Europe, used global data roaming in Canada (Montreal) and didn't have any problems when I got back to the US. I'm not familiar with Canadian cellular systems so I may have been roaming on a CDMA network and this may be why there was no problem.

    Perhaps the next person to travel outside the US and use GSM data can try the *228 option 2 trick and see if it works. If it doesn't, at least I still have my old Imagio I can activate for overseas trips.
    11-11-2011 09:46 AM
  21. Rocket_Girl's Avatar
    *228 does not work. That is the first thing I tried, before calling support -- and tried it again several times after that (I had 5 hrs to kill at JFK, with no data connection!). Once that failed, I knew there was little the support folks could do, but again - had plenty of time to call them. Once that did not work, they were at a loss as well.

    At least one other poster in this thread tried the *228 and had it fail. I even tried *228 option 1 AND *228 option 2. No go.
    11-11-2011 11:18 AM
  22. coffeyc1's Avatar
    My company has been dealing with this same issue with the Trophy. I finally got word back from Microsoft. The first said "This is a known issue at HTC and they are working on a fix that should be delivered as an update to the phone."

    When I pressed them about whether this was caused by Mango (because we didn't have the problem pre-Mango), he replied back "I do not have all the details pertaining to this bug, but apparently it was present in the WP7 build and surfaced as a result of the WP7.5 update process.

    Again, we anticipate HTC to push the fix to the Marketplace any day now."

    So, not sure how much to believe that but the carrot has been dangled!
    Rocket_Girl and braindoc like this.
    11-18-2011 03:40 PM
  23. Rocket_Girl's Avatar
    My company has been dealing with this same issue with the Trophy. I finally got word back from Microsoft. The first said "This is a known issue at HTC and they are working on a fix that should be delivered as an update to the phone."

    When I pressed them about whether this was caused by Mango (because we didn't have the problem pre-Mango), he replied back "I do not have all the details pertaining to this bug, but apparently it was present in the WP7 build and surfaced as a result of the WP7.5 update process.

    Again, we anticipate HTC to push the fix to the Marketplace any day now."

    So, not sure how much to believe that but the carrot has been dangled!
    It is promising, at least, to *have* a carrot dangled! This is far better than the altogether more expected 'harumph' -- I will be hoping and looking to see what happens - hopefully, before next trip!

    I did notice over on the news page (here at wpcentral) that HTC has pushed random updates to several of their other models just today, so we can hope. I checked mine: as of today "your phone is up to date...". Ah, hopeful and waiting...
    11-18-2011 04:11 PM
  24. mrobbeloth's Avatar
    Although I have not been traveling internationally (although I had planned to do so with my Trophy in the near future), I have completely lost my data connection post Mango on two different phones multiple times with the only solution being to hard reset the phone (the replacement came with Mango installed). You can read the details here:

    \HTC Trophy Connection Lost 4th Time post Mango Update - Verizon Wireless Community

    Unless some magical update fix appears by later this morning, I'm going to press for an iPhone/Android replacement. I'm done with the Trophy at this point.

    Michael
    11-22-2011 12:02 AM
  25. braindoc's Avatar
    Although I have not been traveling internationally (although I had planned to do so with my Trophy in the near future), I have completely lost my data connection post Mango on two different phones multiple times with the only solution being to hard reset the phone (the replacement came with Mango installed). You can read the details here:

    \HTC Trophy Connection Lost 4th Time post Mango Update - Verizon Wireless Community

    Unless some magical update fix appears by later this morning, I'm going to press for an iPhone/Android replacement. I'm done with the Trophy at this point.

    Michael

    Contact HTC. From a previous post it sounds like they know there is a problem but the more people who contact them the more likely they are to find and push out a fix. At the least, they seem to address these issues better than Verizon.
    11-22-2011 04:04 PM
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