07-29-2012 07:27 AM
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  1. trophyuser's Avatar
    The killer is that there is no way I know of to back your phone up before you go away, so all you have to do is restore to the point you were at just before the trip. In my case, I had to restore from before I did the Mango upgrade.
    12-14-2011 08:27 AM
  2. mcetlinski's Avatar
    Don't know if we should take this with a grain of salt or not; but I'd like to be optimistic. According to my account manager at Verizon he was able to confirm that HTC and Microsoft admitted to the problem, and have taken ownership of it. He stated that according to the email that he received from someone else within Verizon (he was not allowed to pass the email on due to confidentiality agreements) that we should expect to see an update from HTC/Microsoft within the next few weeks.

    I would like to trust him on this, but obviously, as I'm sure many others may share my sentiment I am a bit slow to be 100% trusting of the information I was given. I will however hold out a glimmer of hope that they really are fixing it.
    12-14-2011 04:57 PM
  3. Carroll B's Avatar
    I was in Germany in early Nov. I kept phone in the airplane mode but did try connect to the hotel wifi. Had no problem with my phone when I returned to the states. Is the problem only caused if you try to connect to local carrier while out of the states? I have a trip to Kenya Africa in Jan and don't want to have problems with the phone when I return.
    12-15-2011 06:38 AM
  4. trophyuser's Avatar
    If you activate GSM overseas you are likely to experience this issue upon return.
    12-15-2011 06:45 AM
  5. Rocket_Girl's Avatar
    I was in Germany in early Nov. I kept phone in the airplane mode but did try connect to the hotel wifi. Had no problem with my phone when I returned to the states. Is the problem only caused if you try to connect to local carrier while out of the states? I have a trip to Kenya Africa in Jan and don't want to have problems with the phone when I return.
    This does not seem to help. See earlier posts in this thread from a user who had data connection set to OFF before leaving US (shut it off before takeoff) and did not turn back on until after landing back in the US. Still had this problem...
    12-15-2011 01:13 PM
  6. alvinchen's Avatar
    Wow. how timely! I JUST got back from a trip to the Caribbean, and this happened to me. My 3G is not working, I have:



    1) Pulled the SIM Card out and reseated

    2) Dialed *228 and reactivated the phone

    3) Dialed *228 and updated roaming

    4) Switched from Global Mode to CDMA

    5) Switched to Airplane mode, switched off

    6) called Verizon Wireless Tech Support



    Of course, their first answer was, "Ok, let's do a factory reset of your phone". Seriously? That's the FIRST thing to do? Give me a break.



    "Hi, my roof is leaking, and I need my roof fixed." "Ok, let's bulldoze the entire house, and start from scratch."
    12-15-2011 03:55 PM
  7. Rocket_Girl's Avatar
    Sadly, whether it is first, last, or otherwise, factory reset is the only way to restore your US data connection. Most of us in this thread have gone through these steps...which are useless. Whether they know *why* they are right or not, it is the only thing to do - until there is a fix. I know there are better ways that this to be welcomed home, but welcome home from your equally frustrated Trophy compatriots!
    12-15-2011 04:05 PM
  8. skytribe's Avatar
    Its true - until HTC fix up there application or Verizon release a patch your options are rather limited to re-activate 3g data,
    12-15-2011 06:29 PM
  9. trophyuser's Avatar
    There is an alternative to a full factory reset. You can plug the phone into your computer and let Zune come up. Go to Phone / Settings (small type on top) / Updates and check for updates. When done you will see an option further down the screen to restore your phone to its last restore point. Most likely, this is the state the phone was in before you upgraded to Mango. After you restore, your 3G should be back but you will then have to check for updates and update to Mango again, as well as update any apps that have been rev'ed since then. But at least your mail and other settings will be preserved.

    Unfortunately, there is no way to create a restore point before you go on a trip. Not sure why the ability to back up your phone was not a desired feature.
    12-16-2011 07:23 AM
  10. trophyuser's Avatar
    Spoke to HTC Level 2 support and learned that:


    1. This is a known issue. It happened intermittently on Windows Mobile phones and even some Android phones
    2. The phone latches on to the GSM access point (APN), and then for some reason won't let go even when that access point is not around anymore
    3. It only seems to happen when coming back to a CDMA carrier in the US
    4. It is intermittent - it may only happen when you use certain SIMs or carriers overseas but they don't have enough data to know which ones (help them out by letting them know which one you used)
    5. The control over which access point the phone should use is buried deep in the phone's O/S. In the case of Android, which is open source, HTC has gotten in there to try to fix the issue. In the case of WP7, they cannot - this functionality is at a level only MSFT can modify.
    6. They have regular calls with MSFT to go over issues. The more noise we make, the more they will bring it up with MSFT.
    7. Bottom line per HTC - reset your phone. There is nothing more they can do until MSFT addresses the issue in the WP7 software


    I had a thought for anyone going overseas. Try pulling the SIM card and switching back to CDMA before you come back (even if there is no CDMA network available). Maybe that will remove the 'ghost' APN.
    12-17-2011 08:29 PM
  11. Rocket_Girl's Avatar
    Spoke to HTC Level 2 support and learned that:


    1. This is a known issue. It happened intermittently on Windows Mobile phones and even some Android phones
    2. The phone latches on to the GSM access point (APN), and then for some reason won't let go even when that access point is not around anymore
    3. It only seems to happen when coming back to a CDMA carrier in the US
    4. It is intermittent - it may only happen when you use certain SIMs or carriers overseas but they don't have enough data to know which ones (help them out by letting them know which one you used)
    5. The control over which access point the phone should use is buried deep in the phone's O/S. In the case of Android, which is open source, HTC has gotten in there to try to fix the issue. In the case of WP7, they cannot - this functionality is at a level only MSFT can modify.
    6. They have regular calls with MSFT to go over issues. The more noise we make, the more they will bring it up with MSFT.
    7. Bottom line per HTC - reset your phone. There is nothing more they can do until MSFT addresses the issue in the WP7 software


    I had a thought for anyone going overseas. Try pulling the SIM card and switching back to CDMA before you come back (even if there is no CDMA network available). Maybe that will remove the 'ghost' APN.
    Wow. Sounds like the Trophy should never really have been labeled or sold as a "world phone"...since it always has to return to CDMA service.
    12-18-2011 09:08 AM
  12. trophyuser's Avatar
    I am not sure it needs to return to CDMA service. Supposed you returned to the US and put in a SIM for a GSM carrier here. I think it would work . . .
    Last edited by trophyuser; 12-19-2011 at 10:34 AM.
    12-19-2011 10:25 AM
  13. Rocket_Girl's Avatar
    I am not sure it needs to return to CDMA service. Supposed you returned to the US and put in a SIM for a GSM carrier here. I think it would work . . .
    It does if one's contract is with Verizon!
    12-19-2011 10:51 AM
  14. chanmanx2k's Avatar
    I took my phone to Taiwan and came back to the same issue. This needs more attention
    12-27-2011 02:40 PM
  15. Silverdogz's Avatar
    Are the Europe frequencies for CDMA devices the same for the ones in the US because if they are different than that would definitely cause that problem.

    Sent from my FOCUS S using Board Express
    12-27-2011 03:05 PM
  16. dinod's Avatar
    I have the same problem


    How much info will Zune replace after a hard reset? As much as an iOS device?

    - down loaded apps?
    - tile placement?
    - email, calendar, twitter, FB, ... accounts? (minus passwords?)
    - pictures, movies, podcasts?
    - ...

    or nothing

    I'll be switching back to my DroidX until I less painfully return the Trophy to the way I have it set up or leave as the WiFi only device it's been for the past few weeks
    I guess this sadly answers my question:http://m.windowscentral.com/phone-backups-coming-next-version-windows-phone
    Last edited by dinod; 12-27-2011 at 06:08 PM.
    12-27-2011 03:07 PM
  17. skytribe's Avatar
    Are the Europe frequencies for CDMA devices the same for the ones in the US because if they are different than that would definitely cause that problem.
    Europe uses GSM Not CDMA. The phone doesnt require a SIM Card in US but to use GSM then it does.

    So frequency has nothing to do with the problem.
    12-27-2011 06:43 PM
  18. Judge_Daniel's Avatar
    I've seen this thread for a while now and have ignored it since I didn't have a Trophy and I'm not a globetrotter. However, I saw that this thread is now over 90 replies. That is RIDICULOUS! How is this still a relevant problem 90 posts later? This should be brought to MS, HTC, and Verizon's attention.
    12-27-2011 07:08 PM
  19. trophyuser's Avatar
    I would just like to reiterate that this will probably get solved faster the more noise we make about it. So if you have this issue, please call HTC support at 1-866-449-8358 and also open an incident via HTC's web site: HTC Mobile Phones - Product Support - Smartphones Help. Thanks
    12-28-2011 11:34 AM
  20. Rocket_Girl's Avatar
    As many of you here already know, I recently switched to Windows phone on at&t for their choice of devices and GSM compatibility with the rest of the world. I need the global capability (including ability to return to US) but Verizon has only the Trophy. No other options.

    I received a call from Verizon, asking why I chose to leave. I explained this problem in great detail -- feel bad for the retention person who called me, as she listened patiently while I recounted the evolution of this problem and the things we have: 1) tried to do; and 2) learned about its etiology.

    I gave her the URL for this thread... told her there were 93 postings and nearly 2,500 thread views. She was very interested in understanding what I loved about Windows Phone, so I described that as well.

    Reset may seem like no big deal, but it is: Landing in the US with multi-hour layover and communication that needs to take place during that time... it is a non-starter to reset the phone and thereby LOSE all the contact information and material needed for such communication: the choice is to be stuck with information yet no data connection (result: no communication) or data connection (restored from hard reset) yet no information (result: no communication). Multiply this by multiple trips... I know every one here knows this.

    The rep who called me was prepared to do her job to get me back - this problem understandably threw her for a loop. Knowing that the retention people are probably rather far removed from service/tech, this may be one more data point. I am hopeful that somehow this thread gets into the right hands or the dots connect somewhere. Eventually, one more data point will do the trick... if just may not be this one!

    I was happy with Verizon for more than 10 years - from my first cell phone onward. With another Windows Phone, I would consider going back!
    12-28-2011 01:05 PM
  21. braindoc's Avatar
    Rocket_Girl, was your contract up with Verizon when you switched? I would be interested in hearing if anyone has attempted to get out of their contract with Verizon due to this issue. Verizon markets the phone as a world phone. If you signed up with Verizon (or resigned with them) based on this fact then you should be able to argue that they are unable to provide the service that they sold you. Since they have no other WP7 device capable of providing service overseas you should be able to jump ship. I haven't gotten to that point yet but may in the future as it looks like this issue isn't going to be solved.
    12-30-2011 09:24 AM
  22. Rocket_Girl's Avatar
    Rocket_Girl, was your contract up with Verizon when you switched? I would be interested in hearing if anyone has attempted to get out of their contract with Verizon due to this issue. Verizon markets the phone as a world phone. If you signed up with Verizon (or resigned with them) based on this fact then you should be able to argue that they are unable to provide the service that they sold you. Since they have no other WP7 device capable of providing service overseas you should be able to jump ship. I haven't gotten to that point yet but may in the future as it looks like this issue isn't going to be solved.
    Braindoc- I was still under contract. I agree- termination should be legit on the grounds you describe. May not be popular, but should be legit. Evidence is already quite solid...and still building. Until now, I was very happy with VZW; not eager to cross over to at&t. Will let you know how I fare!
    12-30-2011 10:45 AM
  23. dinod's Avatar
    01-10-2012 02:22 PM
  24. trophyuser's Avatar
    Anyone actually gotten a hold of this update yet?
    01-14-2012 01:32 PM
  25. skytribe's Avatar
    I'd decided to not wait for Verizon and installed 8107 update on phone.

    Installed without a problem but havent had a chance to testing on return to US after using GSM network. Will probably test this out in the next two weeks.

    After installing update - everything appears to work as expected.
    01-15-2012 12:18 PM
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