Problems with Motorola Support

[windywoo]

I had a Defy that wouldn't connect to the internet when on wifi as I described in this thread:

http://forum.xda-developers.com/showthread.php?t=1137085

I sent it to Motorola to fix and the first time they didn't even diagnose the correct fault even though I filled it in on their support page. It came back to me with a software upgrade that didn't fix anything.

I sent it back again with a full description of the fault and this time I think they didn't even bother to read the description. They've sent it back to me a second time with the same fault present and the list of tests they did doesn't seem to include anything to do with wifi.

I am afraid that if I send it back a third time they'll just give me the runaround again. What options do I have? The phone is still within Warranty, they owe me a fix or a new phone but how can I force them to honour the warranty?

Cheers.

 

[windywoo]

Bump for great justice.

 

[scrannel]

Read your original post. Have you tried using a different wifi?

Also, try this: turn ON your airplane mode. Then turn ON your wifi. Wait until you get a wifi signal. Then: dialer > *#*#4636#*#* > phone information > tap "run ping test". If you "PASS" your wifi just connected and works.

 

[windywoo]

Thanks but it doesn't really connect to wifi, just stops at getting the ip address. I have tried on a different wifi network. I actually have two in my house as one won't cover the whole house. I also took the phone to my friend's business and tried connecting there with no joy. On the rare occasion it does connect I can't get on the internet.

 

[scrannel]

OK, but have you tried it in airplane mode with wifi on?

If you still cannot connect, leave it with airplane mode on and wifi on. Do the dialer > *#*#4636#*#* > phone information thing and scroll down to "set preferred network type" What does it say? It should say "unknown."

Back out of this, turn airplane mode OFF and wifi ON. Go back into the INFO menu (dialer > *#*#4636#*#* > phone information) and scroll down to "set preferred network type". It should say "GSM only". Does it? If not, what does it say? Also, if it doesn't you can manually change it to "GSM only". Try all that and please tell us what happens in each step.

 

[windywoo]

It happens as you describe. Network type unknown for the first step and GSM auto PRL for the second step.

 

[scrannel]

It happens as you describe. Network type unknown for the first step and GSM auto PRL for the second step.

OK... if you have airplane mode OFF and wifi ON and you see it sats "GSM auto PRL", did you try changing it to "GSM only"? From my experience you cannot get wifi if it says "GSM auto PRL". Trying changing it to "GSM only".

 

[fendymn]

I have the same problem too.I've try your methods but it won't work.

Sent from my MB525 using XDA App

 

[JackSparrow17]

How to add or put DNS?

Sent from my MB526 using XDA App

 

[scrannel]

I have the same problem too.I've try your methods but it won't work.

Sent from my MB525 using XDA App

Can you be more specific? If you changed "GSM auto PRL" to "GSM only", did it...

a) Refuse to change?
b) Change back after you exited?
c) Stay as GSM only and still not connect to wif?

 

[windywoo]

Basically I want to know if I can demand a replacement handset from Motorola. I've tried all the fixes I can find on these forums and now Motorola have twice failed to fix it. I'd rather not send it to them a third time and have the same result.

 

[fendymn]

Can you be more specific? If you changed "GSM auto PRL" to "GSM only", did it...

a) Refuse to change?
b) Change back after you exited?
c) Stay as GSM only and still not connect to wif?

Mine would be c

Sent from my MB525 using XDA App

 

[scrannel]

Mine would be c

Sent from my MB525 using XDA App

If it stayed at" GSM only" this suggests your phone is trying to do the right thing. Because in order to switch from "GSM auto PRL" to "GSM only" it needs to actually detect a wifi signal, not just have the wifi activated on the phone. Have you tried changing your router settings?

Have a look at this post from the moto forum: (https://supportforums.motorola.com/message/456261#456261)


"Why does my Defy constantly lose its WIFI connection despite an excellent signal strength?

I experienced roughly the same problems: good WIFI signal but little or no traffic at all.

It seems I have found a solution for my specific case - maybe it works for others as well.

My Setup:

WLAN router: Linksys WRT160N (Firmware Version: v1.53.0)
Moto Defy (MB525, Firmware version: 2.1-update1, System version: Moto_Version.2.34.1.MB525.Retail.en.SEA)


Originally I had the router running in wirless-N mode. After reading that this could be the problem, I changed to wireless-G mode. This seemed to slightly improve the situation, though still the WIFI connection was far from satisfying (medium signal strength, but no response / traffic). With my laptop computer things were fine regardless of the wireless mode.

The WIFI router serves roughly 6 devices.


I then stumbled upon the QoS or WMM (or WME) setting for the router which originally was enabled.

Since I disabled that the connection is fast and stable and i didn't have problems anymore."

 

[windywoo]

I've tried G already but the QoS thing was new. Still no luck ofc.