As some know, I’ve been having some really weird problems with my iPhone over the couple of months.
Firstly the problem: intermittently (2 calls in 3), a person ringing me would hear nothing at all for a good 20 seconds or so, then go straight to my answer phone. My phone meantime would be on, displaying 5 bars of signal strength and yet would not show an incoming call at all, let alone ring. This happened countless times, and it took a while for me to become aware of it – after all, how often do you ring yourself?
I tried all sorts of things to fix the issue – restoring the phone, swapping the SIM card to another phone, and on and on. The SIM card would work perfectly in another phone, but not the iPhone. So based on that evidence, it was off to the Apple Store, who agreed with my initial diagnostics, and decided it was a faulty phone circuit in the iPhone, and so swapped the iPhone for a new one.
And still my problem persisted. It became even more curious when I had the same problem when I then tried putting the SIM card into a Nokia 5110.
So then it looked to be a carrier problem – VirginMobile in this case (on the Optus network). Tried to get VirginMobile (VM) on the case, but after fluffing around (and around and around), I got the TIO involved (Telecommunications Industry Ombudsman). At least it finally got escalated into VM proper customer service circles (initial call centres are typically less than useful for telecoms)
We tried SIM swaps, and then again with one they had tested the guts out of in their labs. Still no success. Even a brand new SIM on a brand new account had the same problem.
Finally, one comment from them triggered me down a new path. The comment was based on why in the world my account/SIM worked fine in old phones and not new ones. It made even less sense since I have data (and 3G) turned off on my iPhone (don’t need the extra expense – there is WiFi everywhere!) So the older phones work, but not modern?
Another web search, and I find a conspiracy theory that happened in the US, where AT&T colluded with Apple to cause owners to turn on data (unnecessarily).
So I tried – switch on 3G, phone works perfectly, switch it off, phone fails. All since OS3.0 came out.
The point is – if that is the case, who wins? Apple? Or the carrier who then gets to sell you data?
I took this new info back to the TIO, and they immediately said they were no longer interested in the case. If it is phone provider and not service provider (even if it is both), it wasn’t their problem.
I also took the issue back to Apple (Genius Bar in Chadstone), and not mentioning the 3G / 2G problem to find out what else they had to say. I put a Sony Ericsson, Nokia, HTC and iPhone in front of them. The SIM works in every phone, except the iPhone, yet they still blamed the carrier. They even went as far as telling me they see it a lot with Optus (and less so with Vodaphone) (and not with Telstra). Despite telling me just 2 weeks earlier they had never seen the issue. Even though I had the same actual person serving me. They were happy for me to walk out of their store, despite the fact that 3 non Apple branded phones worked perfectly, and an Apple didn’t and yet were not interested in getting to the bottom of the problem. A big fail for Apple customer service.
So that’s about as far as I can get. Apple refusing responsibility, VirginMobile unable to solve the problem through their avenues.
An iPhone that doesn’t work with 3G switched off, and works with it switched on. I don’t necessarily mind having 3G switched on, but it seems like yet another stuffup with OS3.0 . Remember the phone worked perfectly under OS2.x with 3G switched off.
So, is a conspiracy between Apple and Optus? Forcing users to turn on data even though they don’t want to?
I hope not. But one way or another, either deliberate or accidental, IMO it is Apple who is responsible, and not prepared to accept responsibility.
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