evdo problems

[persfave]

New phone, new problems (at least there's a forum)

Seems that we've been having evdo problems today (we bought 2 treos, so I doubt it's the phone) with verizon here in san francisco.

Not only can we not get onto the web, but my battery is running down (because the treo keeps checking for network).

Called verizon. They made me do a soft reset. nothing (of course). Then a hard reset. Still nothing.

Now the issue has been "escalated". I'll keep you posted.

[persfave]

Quick update: spoke with Verizon - and it seems that it's not me, or the Treo... it's the EV-DO. I was told that they got 5 or 6 calls from San Francisco yesterday. They seem to be figuring out the situation. More later...

[chris]

Quick update: spoke with Verizon - and it seems that it's not me, or the Treo... it's the EV-DO. I was told that they got 5 or 6 calls from San Francisco yesterday. They seem to be figuring out the situation. More later...

I'm sure you are relieved. I just did a quick check and EvDo is working fine here in NY. Hopefully their technicians will get it worked out sooner rather than later.

-Chris

[chris]

I called Verizon to have them provision my Treo 700p. After the phone set-up, I wasn't able to access the EvDO network. After about 30 minutes, they went to a senior rep. Apparently he had to do something on his end to correctly set up my 700p. Everything is up and running. I was getting an error message, "Incorrect Username or Password".

[persfave]

There's definitely something odd going on, but nobody's quite sure what it is. The Verizon rep called me back several times today and was monitoring my traffic - it was going reeeeaaaalllllyyy sloooooow - and I was getting a time-out error on the PDA.

She called everyone she could to verify that there was nothing wrong with the network.

Finally, at about 3pm Pacific Time, she told me that it seemed to be a problem with the device, and that I should try to go to a Verizon store and stand next to a salesperson (Treo to Treo if you will) and see if one could connect when the other couldn't. Problem is, no store has the 700p yet.

Then, out of nowhere, the thing starts behaving perfectly. Nothing was changed on either end.

It's only been 10 minutes, but so far so good.

The Verizon rep is going to check back in with me early tomorrow morning. I'll keep you all posted...

[jwarn3rd]

Originally Posted by persfave

There's definitely something odd going on, but nobody's quite sure what it is. The Verizon rep called me back several times today and was monitoring my traffic - it was going reeeeaaaalllllyyy sloooooow - and I was getting a time-out error on the PDA.

She called everyone she could to verify that there was nothing wrong with the network.

Finally, at about 3pm Pacific Time, she told me that it seemed to be a problem with the device, and that I should try to go to a Verizon store and stand next to a salesperson (Treo to Treo if you will) and see if one could connect when the other couldn't. Problem is, no store has the 700p yet.

Then, out of nowhere, the thing starts behaving perfectly. Nothing was changed on either end.

It's only been 10 minutes, but so far so good.

The Verizon rep is going to check back in with me early tomorrow morning. I'll keep you all posted...

The customer service that you are getting is outstanding. I'm experiencing the same thing with my 700p sprint. For somereason my ultimate tv which they are charing me an extra $25 dollars for hasn't been kicked in yet and I've been activate since last friday -5/26. The technicians have told me that its going to take a while to provision - i really feel that these reps have no idea what they are talking about sometimes. :mad: Hopefully the ultimate tv kicks in and my bill reflects what the retentions rep told me over the phone....:rolleyes:

[persfave]

OK... here's the latest:

Last night (from about 3pm Pacific Time) - no problem. I browsed the web, chatted with my Yahoo! friends and sent and received email with blazing speed.

This morning - back to the same problem. Both Verizon and my Treo seem to show a connection to the EVDO, but it's so slow that everything data-related times out.

The fantastic Verizon customer service representative was unable to duplicate the problem, only because none of the Verizon stores have any 700Ps in yet (therefore, there are no Palm devices running on Verizon's EVDO in San Francisco stores). The two of us conference called Palm, whose low-level tech support guy made me do a hard reset (again - grrrrr). Clearly the problem still exists. He "escalated" the issue at Palm and they're going to call me back in the next three hours.

It's clearly a major issue - so once again, I'll keep you all posted.

[persfave]

Here's the latest (I hope someone is enjoying this):

Palm didn't call back, so I called them. They said they had no record of the call that had been made 4 hours earlier, said they were transferring me, and hung up. I called again - same thing. So I went back to my cool Verizon person, who conference called Palm with me again. After a half-hour call in which Palm did absolutely nothing, the "support" person said "If you tried a hard reset and the problem doesn't go away, you should replace the phones." Both the Verizon rep and I were very frustrated with the outsourced tech support that Palm offers.

It looks like we might wind up exchanging the phones.

More to come soon...

[chris]

Here's the latest (I hope someone is enjoying this):

Palm didn't call back, so I called them. They said they had no record of the call that had been made 4 hours earlier, said they were transferring me, and hung up. I called again - same thing. So I went back to my cool Verizon person, who conference called Palm with me again. After a half-hour call in which Palm did absolutely nothing, the "support" person said "If you tried a hard reset and the problem doesn't go away, you should replace the phones." Both the Verizon rep and I were very frustrated with the outsourced tech support that Palm offers.

It looks like we might wind up exchanging the phones.

More to come soon...

Never enjoy hearing people having problems with their Treos. I'm sorry to hear you are not having much luck with their customer service. That's not good at all. Sounds like low-level support had no insight beyond a "hard reset".

My issue was resolved by a senior support rep at Verizon "correctly" provisioning the phone. I'm not sure what happens when the provisioning occurs. I went through the process a few times before the rep got a senior support person involved. It was the 4th or 5th time they had me dial the three digit number to provision the phone.

Keep us updated and I hope you get it resolved soon.

-Chris

[persfave]

Last update for the day...

I was trying to exchange the devices with a Verizon customer service person (not because I think there's anything wrong with the treos, but because tech support told me to), and was trying to figure out how not to put another charge on my credit card (temporary or not, $1300 is a big bite). Well, customer support kept sending me back to tech... and my favorite Verizon tech rep was already gone for the day. It was getting ugly.

Three or four calls (and 3 hours later), I finally got a Verizon tech guy on the line who agreed with me that there was (almost) no way it could be the Treos, considering that both of the devices were exhibiting the exact same problem (and if you don't want to scroll up, the problem was that they were both connected to EVDO, but were getting "Data Timeout" messages more often than not). He looked at the ticket and remarked that he was surprised that nobody had reset our DMU. He explained that this was often the case when a customer moves from a non-data device to a data device. Sometimes the account just gets screwed up.

He put in a new ticket, gave me a new direct(ish) phone number, and told me that it should be OK from 6 to 24 hours.

Update tomorrow.