FROYO 2.2 Update (HTC Desire) Questions to Virgin

[Skeddy]

For the most part, there's been *some* communication from Virgin as to the problems with the 2.2 Froyo update.

Mainly that it's broken and they don't know when it's going to be fixed. Other communications have stated that 95% of the customers have received the updates, it's just the final 5% of us having problems.

With that in mind, can anyone from Virgin honestly answer any of these questions:

1. For the 5% that have not had the update, can we at least opt in to download it?
2. For the 95% that have had the update and are having problems, will Virgin provide a roll back to the last working version? (question raised and unanswered here)
3. Can you explain the intermittent update from the 1st Dec? (unanswered here)
4. Was this update only going out to select customers/firmware's? (unanswered here)
5. With the confusion over the various firmware's that are in use, are Virgin able to share the OTA updates that have been sent out for the HTC Desire since it's release? (unanswered here)
6. Have updates been suspended? (indicated here and denied/never verified by Virgin here)
7. Are there plans to push out the intermediate updates so that people can get to the right versions?
8. Why has my e-mail to the support team on the 16th November (with account information) not be answered? (details here, I was expecting an e-mail back directly, given it contained account details)

I look forward to a (lack) of response in due course.

[rayhipkiss]

 Hi.

I don't think anyone from Virgin will answer your technical querie on this forum.

Perhaps you should log into your selfcare page and send a technical querie email

to Virgin there.

 I've sent emails in the past and had satisfactory responses, although it can take a while

to get a response.

 All the best.

Ray

[Skeddy]

This is the reply I got from Mark Wilkins on 21st December 2010.

To: Skeddy
on 21-12-2010 15:10

Hi I've posted answers to some of your questions here

http://community.virginmedia.com/t5/Mobile/HTC-Desire-FROYO-2-2-Update/m-p/241837#M2234

The update isn't broken, a small number of users are having problems updating to it but we're working on that and we've successfully updated the vast majority of customers to 2.2. Likewise we're not planning to roll the update back as for the most part any issues can be solved with a simple factory reset. We're also not planning to roll out any different versions of this update other than what we've already released.

We're still trying to push the update out to all our HTC Desire users and also it's not been suspended, as I say in the statement above if you're still having problems give us a call with your phones IMEI number and we'll continue to work to get the phone updated.

I'm sorry but I don't know why you haven't had an answer to your email to the mobile support team, if you've still got a problem with updating your phone I'd recommend giving them a call directly and seeing what they can do to help while you're on the line.

Hope that helps

Mark Wilkin

Help & Support forum manager

[polycrac]

You have to remember that Virgin are very busy. They have a great many questions and complaints to ignore and this has led to a backlog. Given their overwhelming influx of unhappy customers and their determination to avoid giving a simple, clear answer wherever possible it can take weeks for them to even start ignoring your posts. They have tried other approaches but found that concise, timely replies only increased their customer base and so led to more work in the long run. They have therefor adopted a policy of sticking their fingers in their ears, closing their eyes and loudly singing "la la la" until we go away.