Meet the new phone, same as the old phone

Disconnected rants

Meet the new phone, same as the old phone

By dlambert ⋅ March 31, 2010 ⋅ Post a comment

Filed Under 3G, connection, Edge, HTC HD2, signal strength, T-Mobile, T-Mobile Wing

I’ve been soldiering on for a couple of years on a T-Mobile Wing. That old phone did some pretty great things for my personal organization, but I always seemed to struggle with connection issues.

Last weekend, I finally bit the bullet and picked up a new HTC HD2. Make no mistake, this is a spectacular piece of hardware, but sadly, I still find myself chasing connection issues. I’ll share some thoughts on the rest of the phone later if I end up keeping it, but right now, I want to detail my signal strength problems. I’ll continue to update this post as the fun and games ensues, so if I (or T-Mobile) manage to fix the problem, this post will show the resolution, and if not, you’ll be able to see why I left. All of the observations here, unless otherwise indicated, occured in exactly the same spot in Columbus, Ohio, near the OSU campus (ie, not while moving around).

Sunday, 3/28

Bought the phone, took it home, charged it, and powered on. No data connection. It turns out that the upgrade to 3G takes a while to provision.

Monday, 3/29

Signal bounces around all day. Full-strength Edge, then nothing, then 3G, then nothing, then no connection at all. This goes on most of the day, with almost all day spent on Edge only (no 3G).
In the evening, I got a good 3G signal, and the phone worked great.

Tuesday, 3/30

Slightly better luck with 3G, but not by much.
I talked to a couple people who said they tried to call me several times — the phone never rang, and didn’t show any missed calls.

Wednesday, 3/31

Noticed the same problems. Signal really bouncing in the morning.
Called T-Mobile customer care at around 11:45. Rep advised me to power off and back on a couple minutes later, and asked if I could call from another line (I can’t).
Immediately upon powering up, here’s what I saw:
11:57 – 3G w/ 2 bars.
11:58 – Edge w/ 3 bars.
12:00 – no service (I was trying to dial voice mail).
12:00 – Edge w/ 4 bars (after I stopped trying to dial VM).
12:01 – no service (as soon as I dialed VM).
12:20 – 3G w/ 3 bars.
12:20 – Call to VM fails.
12:22 – 3G w/ 2 bars.
12:22 – Call to VM fails.
12:24 – Call to VM fails. ”Phone operation failed” message. Immediately saw Edge w/ 4 bars, then no signal.
12:26 – Finally completed a call to VM.
12:27 – no service.
12:28 – no service – unable to place call.
12:30 – placed call – it worked!
12:39 – Edge w/ 4 bars. As a side-effect of the connection-hunting, my battery is down to 57% – I noticed this sort of decreased battery life when my Wing was connection-hunting, too. Done troubleshooting for now – my lunch is over.

(watch below for more updates)

Wednesday, 3/31 (continued)

1:27 – 3G / 2 bars. Tried to update twitter client – “There was a connection error while attempting to download tweets.”
1:47 – Edge / 4 bars. Browser fails; twitter fails.
1:57 – no service.
2:05 – no service.
2:06 – 4 bars, no data service indicated.
2:07 – no service.
2:10 – Edge / 4 bars. Changed to no service as soon as I tried to update twitter.
2:11 – power off.
2:18 – power on.
2:23 – no service. Tried calling voice mail – call failed.
2:25 – Edge / 4 bars, then right back to no service.
2:28 – 3G / 2 bars. Twitter update works.
2:32 – 3G / 3 bars.
2:38 – 3G / 3 bars.
2:51 – 3G / 2 bars.
3:17 – 3G / 2 bars.
4:16 – 3G / 2 bars, but got email error on send-receive. Browser worked.
I also found out at about this time that people had tried calling me and hadn’t been able to reach me (and didn’t leave a voice mail). My phone never rang, and it didn’t show any missed calls.
I stopped into the T-Mobile store where I bought the phone and shared my experience thus far. The guy I talked to there was very cordial – he called up customer service and they decided together to try replacing my SIM card.

Thursday, 4/1

Day 5 with the phone; day two of keeping a service log.
8:22 – 3G / 3 bars.
9:36 – 3G / 2 bars. Twitter fails.
9:39 – Edge / 4 bars. Twitter fails.
9:41 – No service.
10:00 – 3G / 2 bars.
10:29 – 3G / 1 bar. Twitter ok.
11:11 – 3G / 1 bar. Twitter fails; browser ok.
1:42 – “G” / 4 bars. What’s “G”? Twitter fails; browser ok.
4:20 – 3G / 2 bars. Twitter fails; browser fails.
4:25 – “G” / 4 bars. Browser works; twitter fails.
4:27 – No service.
4:35 – Got a voice mail notification, but my phone never rang.
I’m starting to appreciate how much voice service is affected — this isn’t just a data problem. I saw intermittent data service from time to time on my old phone in this location, but I rarely had problems with voice service. It’s becoming clear, though that right now, my brand-new flagship HTC HD2 is performing substantially worse than a three-year-old Wing after I ran the Wing over in my car.

Friday, 4/2

10:23 – 3G / 2 bars. Browser fails; foursquare fails; twitter fails.
10:26 – 3G / 1 bar. Twitter works; foursquare fails.
10:27 – 3G / 1 bar. Browser fails; foursquare fails.
10:31 – 3G / 1 bar. Browser fails.
10:33 – 3G / 2 bars. Call to VM fails.
10:34 – 3G / 2 bars. Browser fails.
10:35 – 3G / 2 bars. Call to VM fails.
10:43 – 3G / 2 bars. Call to VM fails.
10:48 – 3G / 4 bars. Call to VM works; browser fails.
10:49 – No service.
Somewhere around 2:30 – received VM notification. Phone never rang, and no missed calls are shown.
2:51 – 3G / 1 bar. Call to VM fails.
2:55 – 3G / 2 bars. Call to VM works.
3:38 – 3G / 3 bars. Call to VM fails. Browser fails.
4:22 – Tried changing 3G settings to HSDPA only. Phone off.
4:32 – Restart – now running HSDPA only. Call to VM – “Phone operation failed”.
4:49 – No service. VM failed. Tried to call my number w/ Google voice – failed.
4:51 – Back to default 3G setting (HSDPA / HSUPA).
4:54 – VM fails.
4:55 – 3G / 2 bars. Google voice call works.

Saturday, 4/3

Stopped into a T-Mobile store near my house. The assistant manager there told me I needed to go back to the store where I bought the phone for help.
Back to the store where I bought the phone. Talked to the same guy I’d spoken with on Wednesday night. He’s going to try swapping this phone out with a new one as soon as they get a shipment in. I expect to hear from him on Tuesday.

Monday, 4/5

9:16 – Incoming call test (Google voice) works.
9:27 – VM fails.
9:32 – Today, I have my backup phone with me. This is a $20 Nokia prepaid candybar phone I picked up at Wal-Mart while my Wing was out of service. I swapped my sim into this phone and fired it up. I see 5 bars and I can call VM.
9:43 – VM works on the Nokia.
11:17 – Chat w/ T-Mobile customer care rep to bring them up to speed. The rep said they were issuing a ticket to have engineering look at the problem. They should have an update in “24 to 72 hours.”

Tuesday, 4/6

9:50 – VM fails.
10:14 – VM fails.
10:16 – VM fails.
10:17 – Power down, sim moved to $20 Wal-Mart phone.
10:18 – Nokia shows 4 bars, call to VM works, Google voice can call the Nokia phone just fine. There’s a T-Mobile signal here, for sure.
1:52 – Sim back in HD2. Showing no signal. VM fails.
1:55 – Sim in Nokia. Five bars. VM works. Considering strapping the Nokia onto the back of the HD2 with a couple of rubber bands. Give me the HD2 with the radio on the Nokia, and I’d be a happy man.
4:30 – Called back in to T-Mobile customer support to check on the status of the ticket I opened yesterday. There was no engineering update yet, but the customer service rep got a technician on the line to see if he could help. He asked if I could use WiFi to call (no), and if I’d tried manual network selection (I hadn’t yet). I’ll play with manual settings a bit tomorrow to see if I can see any difference.
During the customer service call, one of the people I talked to tried to tell me that T-Mobile wasn’t aware of any problems like this with the HD2. I’ve started adding links at the end of this article to forum posts where other people have indicated problems.
I did not hear from the guy at the T-Mobile store who told me he’d be calling me today.

Wednesday, 4/7

9:05 – Incoming call test works (via Google Voice).
Checked manual network selection – only one available network listed – “T-Mobile”, so I left the selection on “manual”.
10:43 – Google Voice fails to reach my phone.
10:44 – VM works; Google Voice fails.
10:45 – Tried selecting ”Terminate Data Connection” on shutdown screen.
10:46 – Google Voice fails; VM fails.
10:48 – Sim card in Nokia. Immediate VM notification from previous Google Voice connection, and VM works just fine. Showing four bars.
Still no call from local T-Mobile store.

Thursday, 4/8

8:55 – Incoming call test works (via Google Voice).
9:06 – No service.
9:07 – Manual network selection shows three networks: ”T-Mobile”, “T-Mobile”, and “AT&T”. Chose the first “T-Mobile” network. No service shown.
9:08 – Manual network selection again. This time, searching takes a long time (over a minute) and comes up with same list. I chose the second “T-Mobile” entry. Signal shows four bars / no data service indicated.
9:12 – Tried calling VM – phone popped up the network selection screen showing No Service. Repeated “Find Network”. Signal shows Edge / 4 bars while searching. Searching takes around a minute again. Chose “AT&T”, but got Network error: “Cannot register on selected network.”
9:15 – Find network again. Chose first T-Mobile network.
9:16 – 3G / 4 bars.
9:17 – Before I could even test the great signal (!) above, phone shows no service again. VM fails and pops up the network selection screen.
9:18 – 3G / 2 bars. VM fails.
9:19 – Back to “automatic” network selection – manual isn’t doing anything to help me.
9:20 – 3G / 2 bars. VM fails. Power down – sim is going into the Nokia.
9:22 – Nokia shows 4 bars. VM works just fine right off the bat.
10:20 – Per thread on T-Mobile forum, I tried changing my TcpWindowSize. In the registry, HKLM/Comm/Tcpip/Parms/TcpWindowSize was set to 65536 (stock). I changed this to 98304 and cycled power.
10:26 – First test call to VM was successful.
10:28 – VM call – “Phone operation failed.” In the last three minutes, I saw the phone go to “No service”, then to Edge w/ 4 bars, then back to No service, then to 3G w/ 2 bars. A call to voice mail when the phone showed 3G / 2 bars failed immediately.
10:32 – Back to default setting for TcpWindowSize. Phone powering off, and sim back in Nokia.
11:14 – The guy on the forum who suggested changing the TcpWindowSize thought I didn’t wait long enough for the phone to “go through its cycles”, so I’m trying one more time. TcpWindowSize changed back to 98304 and the phone is powering up.
11:15 – Phone is up. No service shown.
11:16 – Phone shows Edge / 4 bars. Before I could try a call, it’s back to no service.
11:17 – No service.
11:18 – No service. Are we still “going through cycles?”
11:19 – No service. Tried a call to VM anyway. Call connected, and the phone immediately showed 4 bars, no data connection. WTF??
11:20 – Edge / 4 bars. Tried Google Voice call – it connected.
11:21 – No service. Call to VM fails.
11:22 – Edge / 4 bars, then no service a second later. Google Voice call fails. VM fails.
11:24 – No service. VM fails.
11:25 – No service, then 4 bars / no data service. VM indication received from failed Google Voice call.
11:26 – VM works.
11:27 – Five bars / no data service.
11:28 – No service. VM fails.
11:29 – One bar / no data service, then 3G / 1 bar.
11:30 – 3G / 1 bar. VM fails. TcpWindowSize reset, power down, sim back in Nokia.

Monday, 4/19

Obviously, I haven’t updated for a while, but things have been pretty much working the same as I’ve observed to this point. I received two glimpses of hope today, though: I got an email from HTC indicating that they’re looking into the problem (I originally contacted them back on April 9). I also heard from the store where I bought my phone — they’ve finally gotten new stock in, and I’m cleared to go and exchange my handset to see if new hardware helps. Maybe there’s hope, yet.

So, who else is seeing problems? As indicated earlier, T-Mobile seems not to be aware that this is a widespread issue with the HD2, so I’m going to try to do my part here to collect observations from other people. These are links to other places where I’ve seen people complain about similar problems:

[update - 5/20/2010]

It’s been a while since I’ve updated my status here, so I thought I’d add a few notes about how things are playing out. I swapped handsets back on April 20. This had very little effect on performance, though I saw a slight placebo effect for a couple days, I think. Interestingly, I’d seen a couple of forum posts from people who talked about two hardware versions of the phone, where the earliest phones had red reset buttons, and later ones had yellow. I can confirm that the first phone I had did, indeed have a red reset button, and the replacement phone (my current phone) has a yellow button. Beyond the color of the button, I can discern no difference in the phones whatsoever, but that doesn’t mean there aren’t internal differences that I can’t see.

Over the course of several weeks, I’ve seen marginal improvements that appear unrelated to anything I’m doing on the phone, so I attribute these to network tuning on T-Mobile’s part.

The other big event has been HTC’s (followed by T-Mobile’s) release of a new firmware ROM (and radio ROM) for this phone. I’m now running the 2.13 ROM with 2.10 radio ROM, and I’m seeing slightly better performance again. At this point, I believe that voice connectivity is back close to the level of my old T-Mobile Wing, which is the minimum bar I wanted to see. Data connectivity is still a little hit-and-miss, but it’s better than when I got the phone, and in a lot of locations, it’s quite good. I still maintain that when the phone and network are working right, this is a really nice device.

I’ve decided to look into writing an application to log cell tower connections in a way that will let me see if I’m switching towers when I’m sitting still. I believe this is the cause of the “signal hunting” I’ve seen, and I’d like to be able to provide some good information to HTC. I’ve received a couple more contacts from HTC about this. They’ve really been pretty good about following up on things, considering the fact that T-Mobile is really supposed to be taking the lead on customer care. In any event, I think that if I can generate some reliable data for them, HTC will put it to good use.

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Andrew

so is this an issue to take up with T-mobile or HTC?
http://blog.componentoriented.com D. Lambert

As far as I know, it's an issue for T-Mobile. From what I understand there are people who've seen better performance on this phone after flashing custom radio ROMs, but these updates really should come through T-Mobile. If this is really an HTC hardware problem, I'd be surprised, since this phone has been available in Europe for several months now, I believe.
frustrateduser

I am having the same problems as you bud. I have had it with TMOBILE and their reply that this is an awesome piece of engineering. They apologize for any inconvenience but are not doing anything to resolve the issues. I am disappointed that HTC and TMOBILE teamed up together to put out what is essentially an over glorified paper weight. The reason it does not connect phone calls through Wi-Fi, is because TMOBILE did not request UMA Software for this unit, that was per HTC. I filed a BBB complaint about the crappy service and the lack of knowledge that TMOBILE's Customer Service reps seem to possess about this phone. Additionally after filing my complaint some dude from the “Executive” branch of TMO called me and the best he could do is apologize for the inconvenience. I think HTC could be ruined if they do not get together with TMO and find a way to resolve the issues that so many people are experiencing and TMO does not seem able to handle. A ROM update is needed now for the US market as it seems that the phone is widely regarded in Europe. So there must be some issue that may be related to the way that TMO provisions this phone on their network and as a result it is not living up to the hype or its fullest potential. Never mind that HTC chose Windows for this awesome piece of hardware as opposed to Android.
http://blog.componentoriented.com D. Lambert

Everything I've seen makes be believe that this problem is fixable. I'm not convinced that this is a network problem because I can make calls from this exact location with a three-year-old Wing (that I've run over in my car) and a $20 Nokia from Wal-Mart.

I think we need a software fix, but since I can't be certain that this will fix the problem, there's a very good chance I'm going to end up having to take this phone back.

Like you, I was originally skeptical about WinMo on this phone (did I mention I've got a Wing?), but as I've been working with this phone, I've come to appreciate the level of customization that's possible. As I understand it, it's quite a bit more difficult to customize Android like this, and forget about customizing an iPhone.

The bottom line for me is that there's a lot to like on this phone, but sadly, I'm afraid I'm going to need it to make phone calls, also.
New HD 2

Yes I am having the same problem noone at the tmobile stores even understands the issue because most reps dont really understand 3G. I dont mean to insult them but most of them are not well trained on the technology.
http://blog.componentoriented.com D. Lambert

Well, I guess we can start educating them… one at a time!

Seriously, though, it would be nice for T-Mobile to at least acknowledge that they're aware of this and start communicating to customers so that we know what's going on, too.
watbetch

I'm sorry but this is an HTC issue. Samsung, also produces phones with garbage reception.

I was in the T-Mobile store and the only phones that had poor reception with 3G was Nokia fold (Besides the new Touchscreen Nuron – 6 bars of 3G), ANY Samsung model and the HD2. It was doing the bar dance like crazy. The Motorola CLIQ and CLIQ XT also had stable 3G. The Equinox also had stable 3G, no bar dance.
http://blog.componentoriented.com D. Lambert

Yes, this could very well be an HTC issue, but as I mentioned to a number of T-Mobile people, I'm sure there are folks at T-Mobile who could talk to folks at HTC and explain that we need a little help, here. I really hope that someone figures out the problem and gets on top of it, though.
http://www.nexusem.com Ross

I've got the HTC HD2 as well, brilliant phone, but i get the same problem, im on orange though. No signal anywhere, if i take 2 phones both on orange, the second phone will have full signal, mine will have none. Drops the signal in the most receptive areas!

Also im getting to the point where im having to constantly use task manager to end tasks and give the device some life. Otherwise it takes forever to do anything. When texting, sometimes it seems to skip the spaces i put in… and then lump them all at the end. Thus when having XT9 turned on all you get is a load of mixed up nonsense.

Its ridiculous, I love the phone, but can barely use it!
HELP??!
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Mark Radaskiewicz

Wow, I have been having the same exact issue. I called T-Mobile and they were not helpful either. I am glad I am not the only person.
Mark Radaskiewicz

Update…..I just got off the phone with T-Mobile and after mutiple calls over the past week, they finally agreed to replace my phone. The customer service person admitted that the “first batch” of phone seems to have had issues. I got mine on the second day of the release of the phone. She said that they have resolved the connection hunting issues and I should be happy with the replacement. So, I will let you know in 5-7 days when I get my replacement if they really fixed the problems.
http://blog.componentoriented.com D. Lambert

Good luck. I'm now running on my second phone, and it seems better — although it's not perfect. At this point, I'm weighing the advantages of this phone vs. my old Wing, and it seem like the remaining growing pains are small enough that I can live with them for a while.
http://blog.componentoriented.com D. Lambert

The XDA forums have been very helpful as far as identifying possible solutions for these problems, though nothing I tried ever helped the signal hunting problem. I finally got T-Mobile to replace my phone, and I'm having marginally better luck with this new phone.
LookLively

No Data? We may have a fix! [ Edited ]
last edited on 04-29-2010 12:51 PM by Will

Hello HD2 users!
If you are experiencing an issue with your Data Connection ( No 3G, E, H, or GPRS next to your Signal Bars), try the following:
http://forums.t-mobile.com/t5/HTC-HD2-KB/HOW-TO...

In most cases you will not need to update or change your data connection settings. However, if you are experiencing issues with the data connections on your HD2 (ex. Not getting EDGE or 3G, Getting a whitescreen when opening the browser, ETC), follow these steps to verify you have the correct settings:

1. Touch Start.
2. Touch Settings.
3. Touch Menu.
4. Touch All Settings.
5. Touch Connections.
6. Touch Connections again.
7. Under T-Mobile Data, Touch Manage Existing Connection.
8. Make sure T-Mobile Data is selected and touch Edit.
Note: To confirm that T-Mobile Data is selected make sure the black dot is next to it, If it is not just touch T-Mobile Data and the black dot should appear.
9. Touch Next.
10. In the Access Point Name field enter epc.tmobile.com
Note: If anything other then epc.tmobile.com is in the field replace it with epc.tmobile.com.
11. Touch Next.
12. Touch Finish.

Kyle
Moderator, T-Mobile Forums
=====================

You need to install the 3G Auto Connect Software package on your HD2, [Loads, Lock, and Holds the 3G signal] just turn it “ON”, in the CommManager area, get it HERE here: http://www.mobileunderground.info/showthread.ph...

The 3G Auto Connect Software Package is located at the bottom of post # 1
http://blog.componentoriented.com D. Lambert

Thanks for the tip. My data connection was already using these settings.

I also downloaded the CABs indicated above. I'll let you know if I see any improvement.
http://www.WestLondonHypnosis.org Noel

I am getting a similar problem with a blackberry here in the UK turns out there is only one cell tower near me. Seems I live in the middle of nowhere as far as my Service Provider is concerned how ever to the rest of the world I am in a leafy yet densely populated part of northwest london. A trick a friend told me to work out where my local tower is was to install google maps then ask it to locate me with the GPS disabled! turns out I am at least 900m from 3 towers! and only one has 3G provisioning – onething I can tell is that all the signal hunting causes major battery depletion.
http://blog.componentoriented.com D. Lambert

This seems pretty consistent with what I've seen. I've certainly noticed increased battery drain when the phone is “hunting' for a connection. Thanks for the observation – it's interesting to see that this isn't just a T-Mobile US problem.
Falk

Hi,
I have my HTC HD2 since 2 weeks now, being on Orange network in the UK and face the same problem as you have. I really like the phone but the network problems is a no-go. I need my phone to be reliable and tell me if somebody calls. I was reading this problem could be related to the Radio ROM but nobody really confirms this. Any opinion on this?
http://blog.componentoriented.com D. Lambert

I can't say for sure. I'm now on my second radio ROM (2.10 now, vs. the 2.08 in the original load). I've seen a general slow improvement in performance, but I can't attribute this to any one specific change that I've made.

Based on my observations, it seems like the network performance might have more to do with external factors (ie, T-Mobile). I experienced a “bad day” this week, for example, where I documented another incoming call that went straight to VM because my phone never rang, and I observed generally-awful network performance that day, as well. Other days this week have been pretty decent, and I can't explain the difference.

I've seen some instances where power-cycling my phone will clear up performance issues for a while, and other cases where it doesn't. It seems very hit-and-miss, and I'd really like to have better tools to quantify what I'm seeing. At present, however, I'm at a loss in this respect.

Thanks for your observation – it seems like this issue is pretty widespread.
Asif

hi im following your blog on this one. have the same problem as you and am hooked watching my phone lock a signal for a few seconds then lock off again etc.. funny though only happens when im in a larger conurbation/city. in the country it seems to be fine.
keep us posted
Asif

sorry forgot to say, im in the Uk on the o2 network
http://blog.componentoriented.com D. Lambert

I'm hoping to find some time to throw together an app to track cell connections. If I can generate anything resembling a decent log of hopping from one cell tower to the next (or whatever is going on), then I hope HTC could do something intelligent with the information. I found a chunk of source code on CodeProject that looks like a good starting point — now all I have to do is find some free time to work on it.

I'll definitely keep posting updates here as soon as I see anything worth noting.
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Noel

Like Asif below I am on the O2 network and I have even managed to nag them into sending out an engineer who apparently made a bunch of test calls from the street infront if the house and reported they were OK. Which in not the fault I reported. The problem here is not the phone per-se it is the low density of the 3G provisioned towers. I can't use my mobile broadband modem at home either for the same reason. Yet walking to school with the kids and we have full service 3G, Voice, Data, HPSA the works! However sitting on the sofa in front of the TV I can be lucky to get 1 bar GSM sometimes.

And this is not my blackberry it is also a friends sucession of Iphones and my HPSA modem too.
http://blog.componentoriented.com D. Lambert

That's a good point – ultimately, both the phones and the networks have to be up to the task. Of all the improvements I saw on my phone, I'm still convinced that the most improvement came from T-Mobile working on the network in my area, though I was never able to get T-Mobile to acknowledge a network problem. At present, the phone is pretty decent most of the time, and I don't expect any more huge improvements. The Apple antenna snfu has been pretty entertaining, though, considering the struggles I've gone through to get acceptable performance out of this phone!

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