22-08-2011 05:40 PM
Hi, hope someone can help.
My phone was updating some apps and has now got all twisted up. As far as I can see it happened when the phone was moved from a wi-fi reception area whilst it was in the process of updating the apps.
The update paused. But then the phone locked, no response from anything, no response to either touch screen buttons, or the silver button. So I removed the battery, since then the phone constantly reboots itself.
If I can manage to interupt the process while it is loading everything up, and turn off wireless networks, the phone is fine, although it still shows the update as paused, if you click on the update in "Notifications" it says "A network error has occured, retry or cancel" If you click on retry it just shows the same error message. I have done a restart by holding the silver button down (close all apps and restart phone) and also done a factory data reset. Still the same thing.
As soon as I connect to a Wi-Fi network it goes through the rebooting itself constantly. It is down to the update process, because if you click on the "Market" app, it shows the "A network error has occured, retry or cancel" box again.
Thanks in advance for any help. I like my phone!
23-08-2011 10:59 PM
Many thanks for your post here and I’m sorry to see you are having issues with your handset.
From what you have written it does sound like the firmware/software on the device has become corrupted when it has tried to switch between the WIFI connection and the network connection whilst updating the APPS.
Unfortunately as you have already tried the hard reset and the factory reset, the next step for you to get this resolved is to send the phone off under the warranty for a free of charge repair.
By doing this it will allow one of our engineers to look at the handset and reinstall the software for you.
I would give this a go and let us know how you get on.
If you have any comments regarding how I have answered your query today, please complete our short customer feedback survey.
24-08-2011 08:11 AM
Thanks. I will need to post it to the repair centre as we're too far from a shop. Do I need to contact customer services first to get a returns number? Where do I send it? The link you posted is broken.
25-08-2011 10:19 AM - edited 25-08-2011 10:24 AM
Thank you for your post.
I am sorry the link from James did not work, you can arrange the repair of your handset using the repair form, we can also send out a repair bag, if you would like us to do this please complete and reply to the email I have sent to your registered email address from here.
Let me know how you get on.
01-09-2011 09:00 AM
I wondered if you can check the records to see that they've received my phone.
I posted it last Friday, and while I accept there's been a bank holiday in between the online tracker isn't showing any info (eg whether it was received or not).
I'm guessing the Repair Ref (SID Number) is the same as the "Job Number" that is referred to on the letter I received enclosing the return pack? - If so, the info on the web is blank.
THanks again for your help.
02-09-2011 01:51 PM