Rogers Prevents Outgoing Calls Without Android ROM Update?

by Billy on February 9th, 2010

On January 22, Rogers began pushing out a ROM update to HTC Dream and Magic owners. The update patched the highly debated 911 glitch. However the update came with its own craziness.

When Rogers began pushing the update, they also decided to disable 3G service as an incentive to get users to apply the ROM fix. Instead of calling customers, as they should have, users lost their Internet connection until the update was applied.

We are now receiving reports that over the weekend, users who have not yet updated to the new ROM not only have their 3G disabled, but also any outgoing calls are routed to Rogers Customer Service. Many users are also reporting that dialling 911 also redirects to customer service!

Users have reported that calling Rogers can fix this as customer service agents simply take off a redirect hold put on the account. However it seems that even if users update to the new ROM, they will still have to call Rogers to regain basic voice service.

Do you have a HTC Dream or Magic? Are your calls being redirected to Rogers?

Posted under: Android Firmware, News, Rogers/Fido

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Mary @ Rogers

Hi, this is Mary with Rogers online communications team.

To clarify, all 911 calls will complete and are not impacted by the redirect. In fact, GSM standard does not allow emergency calls to be re-directed under any circumstance. In the case of the redirect, which is to ensure all customers are aware of the important bug fix, customers are being directed to Care one time as long as they speak to an agent. This in no way prevents a call to 911 directly.

Thanks.
-Mary
www.twitter.com/RogersMary

Ron

Perhaps 911 emergency calls can't be redirected, but 911 isn't the only number people need to call in an emergency, especially in the slippery winter weather.

My dad's on vacation and it's my job to look after my Grandma this week. Apparently I can't, since Roger's decided to cut off phone service. Are you kidding me?

I'd love to install the patch if they actually supported different operating systems. Windows only? Seriously?

I had better get a discount on my next bill for a week without phone service. And I seriously hopes somebody takes Rogers to court over this. I'll join a class action suit!

Ian R

I would also like to join a class action lawsuit. If not for cutting off phone service than for the 4 months or so where my phone would crash if I would have called 911. Seriously, this 911 fix should have been pushed out in September when it was actually fixed instead of now, 4 months later and less than 1 month before the CRTC deadline on implementing 911 GPS location technology.

Dear Rogers:

Even if I don't sue you I'm definitely going to cancel my subscription next Feb. when my contract is up. No questions. This is the very last straw. You've screwed me so very much in the past and I've had absolutely enough of your crap!

nostriluu

Hi RogersMary,

Can you please respond to my my request, http://twitter.com/nostriluu/status/8825949398

Regards!

Manu

Rogers is an amazingly incompetent. I recently ordered the Magic, but they cancelled the order without bothering to tell me. After a few weeks, I called them and they told me that they had cancelled it because they weren't selling the Magic anymore because of 911 issues. The customer representative was extremely rude, giving me the line that Rogers didn't make the phones and that it was HTC's fault yadda yadda. Do not do business with Rogers if you can. I hope the WIND carrier gives us a good deal so those of us under contract can jump this sinking boat that is Rogers.

midtoad

This fix was only required for customers using Rogers' stock Android 1.5 ROM. I was running a 1.6 Donut ROM which is unaffected by the GPS problem, yet Rogers forced me to downgrade to their stinking 1.5 update in order to get my internet access back. Now I no longer have root access to my own device, and have lost the tethering capability that was providing the only internet access for my laptop. I will be happy to leave Rogers as soon as my contract ends in the next few months.

Stan

Thanks for this post. I use HTC Dream with 7-Eleven SpeakOut plan, so I use G1 as a pay-as-you-go phone, without data plan. For me there was little or no point upgrading. However, this morning when I did the account balance check my call was redirected to Rogers Customer Service (I ignored many calls from them and text messages because they didn't even mention my OS of choice - Linux - in the spamming text messages they sent me).
Apparently the customer service crew didn't know about Linux/SpeakOut Plan/people who use SpeakOut SIM in G1 so it took a while to get the basic phone service back.. Very annoying.

aaziz

If my phone wasn't under a business account at work, I would cancel right now.

I'm running CyanogenMod, and first Rogers disabled my data, without warning. Then, I had to go through repeated steps of patching a build number fake and having about 3 "network resets". For the past 2 weeks I've been getting spammed by text messages and phones calls. And yesterday I tried to check my voicemail - and then I was REDIRECTED to rogers tech support. WITHOUT WARNING. What if it had been an emergency call? If, indeed, 911 calls were also being redirected, this is a pretty huge FUBAR on Roger's part, and I hope someone sues the shit out of them.

I had to talk to a tech rep and tell him I had the update. He had me check my build number. I lied and told him "3.05.631.7 CL#118917 release-keys" was it (that's what it's supposed to be), and he had me do two battery pulls before it was working.

I urge everyone to complain. i really hope someone does effin DIE because of Rogers' lack of respect for their customers.