Sign Rogers HTC Dream/Magic Waiver To Avoid 911 ROM Update

By on February 12th, 2010 13

A few weeks ago Rogers announced a software glitch in the HTC Dream and Magic that prevented users from making 911 calls. To remedy the situation, Rogers pushed out a ROM update.

To make sure that every HTC Dream/Magic owner updated their device, Rogers disabled data access to those phones but also applied a credit to those accounts. However that did not stop many users from not applying the update.

Then, to make matters worse, some (but not all) users were reporting that Rogers actually cut off their voice service! Any outgoing calls were directed to Rogers customer care and HTC Dream/Magic users were basically forced to update.

Well, considering all of the fuss that Rogers has been receiving over the last few weeks, the company has now released a waiver form for HTC Dream/Magic users that want their account re-enabled, untouched, and want to stop being pestered by Rogers.

The waiver basically says that Rogers is not liable for you not being able to make 911 calls because you did not want to apply the update.

See below for the information on the form:

An issue has been identified on HTC Dream and Magic devices that may prevent 9-1-1 calls from completing in certain situations. Rogers has disabled internet access on these devices as a short-term fix to help ensure that all 9-1-1 calls are completed. Rogers has reached out directly to Dream and Magic customers through multiple text messages and voicemail messages, urging them to install an update that repairs this known issue. Internet service has already been restored for thousands of customers who have completed the update.

While our strong recommendation is that customers complete the recommended software update, some customers are requesting that we re-enable their internet access, even if they don’t update to our recommended software solution.

If you agree to the following provisions, please enter your device information and check “I agree” below. Rogers will re-enable your internet access within 24 hours even if you don’t update your software. By checking “I agree” below, you acknowledge and agree that:

1.) Rogers has informed me of the software issue on my HTC device that may prevent 9-1-1 calls from completing in certain situations.

2.) Rogers has made a software update available to me to remedy this issue and has made several attempts to contact me urging me to install this update for my own safety.

3.) I refuse to install this software update that Rogers strongly recommends for my own safety and understand that I may not be able to complete 9-1-1 calls from my HTC device.

4.) Rogers will not be liable to me or any third party for any personal injury or damages resulting from or relating to the inability of my HTC device.

Users are then prompted to enter the following information:

  • Serial Number (15 digit number under the battery)
  • Wireless Number
  • Email Address

Then check off the “Agree” box and click “Submit”.

So if you want your account re-enabled, want to avoid the update, and continue as you were, check this waiver out and let us know your success.

Rogers HTC Dream & Magic Waiver Form Link


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Categories: Android Phones, News, Rogers/Fido

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  • Adam

    My voice service was cut off without warning yesterday. When I called my voicemail, I was forwarded to customer service. I simply told them that I had a custom ROM that already had the 911 fix (I'm running cyanogenmod). Without hesitation, the rep told me that he could do a network reset that would fix the problem. Two minutes later, I can make voice calls and my 3G is back.

    So, if you're wary about submitting the waiver, just call Rogers and tell them you intend not to do the update.

  • Ian R

    about bloody time!

    regardless, I'm still leaving Rogers.

  • Surely Done With big R

    Same thing happened to me, I just sternly told them my phone functioned the way it should and they refreshed it, 3G and voice was back immediately. I haven't got another text or call from them since. Poor customer service, and poor reception just about everywhere. 2010 should be the death of Rogers Wireless.

  • midtoad

    those f&*)( bastards forced me to update even though I have a 1.6 Donut ROM that is unaffected by the 911 bug. Now I have a phone that won't run any of the commercial software I purchased for use on my 1.6 ROM, and I've lost my ability to tether. My phone is basically useless to me now.

  • http://www.4r4nd0mninj4.ca/ 4r4nd0mninj4

    Well that's fine and dandy for those of us that held out, but what about those of us that upgraded and lost r00t?

  • Bill

    Since I'm a newbie to the HTC Android devices, (but not Rogers, unfortunately) I have yet to worry about the whole rooting procedure, so the upgrade had little effect on me. However, this does not excuse Rogers for their, once again, and repeatedly, horrific customer service. Don't let up on the pressure being put on Rogers – that's why they are doing such things as the Dream to Magic upgrade, the waiver that you don't want to upgrade, etc.. We are getting through to them, and the best thing that we can do now is continue to involve the media and the general public that means $$ for Rogers. Rogers is quite possibly the most pathetic company in Canada when it comes to caring about their customers, for one reason only – they are too big to care! Make Rogers pay the price for treating us like garbage. Continue to involve the public, the media, etc.. Because the way things are going, sooner, rather than later, Rogers will regret the way they treated the people that bring them their billions of dollars. Way to go people!
    If you plan on leaving Rogers altogether, good for you! However, don't do it quietly – tell as many people as you can about your experience, and above all, don't miss out on the opportunity to let Rogers know that you will be doing it.

  • Bill

    Since I'm a newbie to the HTC Android devices, (but not Rogers, unfortunately) I have yet to worry about the whole rooting procedure, so the upgrade had little effect on me. However, this does not excuse Rogers for their, once again, and repeatedly, horrific customer service. Don't let up on the pressure being put on Rogers – that's why they are doing such things as the Dream to Magic upgrade, the waiver that you don't want to upgrade, etc.. We are getting through to them, and the best thing that we can do now is continue to involve the media and the general public that means $$ for Rogers. Rogers is quite possibly the most pathetic company in Canada when it comes to caring about their customers, for one reason only – they are too big to care! Make Rogers pay the price for treating us like garbage. Continue to involve the public, the media, etc.. Because the way things are going, sooner, rather than later, Rogers will regret the way they treated the people that bring them their billions of dollars. Way to go people!
    If you plan on leaving Rogers altogether, good for you! However, don't do it quietly – tell as many people as you can about your experience, and above all, don't miss out on the opportunity to let Rogers know that you will be doing it.

  • furiousbasterd

    Today (Feb 15, 2010) the 4-th item on the form reads:

    4) Rogers will not be liable to me or any third party for any personal injury or damages resulting from or relating to the inability of my HTC device to complete a 9-1-1 call and *I will compensate Rogers for any costs it incurs relating to same.*

    The last part: “I will compensate Rogers for any costs it incurs relating to same.”!!!

    What the hell!!! I've paid for this piece of crap, I'm paying Rogers regularly and through the nose, and they are cutting my service without warning, and now I have to agree to COMPENSATE THEM!!!

    Isn't that too much !?!?

  • http://www.skullsecurity.org/ Ron

    You need to type in the IMEI number, not the serial number.

  • http://www.4r4nd0mninj4.ca/ 4r4nd0mninj4

    I was typing my 15 digit IMEI number. After two calls to Rogers, I got a guy that spoke English and he said he would sort it out and I was to power cycle my phone in 24hrs. So far It's been over 24hrs and I still don't have my data back.

  • http://www.4r4nd0mninj4.ca/ 4r4nd0mninj4

    I saw this too and when I asked about it I was referred to the office of the president. As they were not available I was going to get a call back. I was in class when they called me back and it went to voice mail. I tried calling them back but got their voice mail. So far I have not heard from them and their voice mailbox is full. On a side note I have been through three techs and not one has been able to get my 3G working. I have waited for 24hrs twice now, and still no dice. The waver is still not working and the last tech cut me off while I was trying to explain the situation to him. (yes I was on a land line)

  • http://www.fabianrodriguez.com/blog/2010/02/17/rogers-canada-how-not-to-sell-android/ Fabian Rodriguez

    I've blogged again about my bad experiences with Rogers and how I plan to cancel my contract without penalties. I consider their actions a breach of contract. I'd suggest anyone with the same problems start blogging and make sure their posts include the words Rogers Canada Android and link to each other so this gets more exposure.

    Here is my last blog post:
    http://www.fabianrodriguez.com/blog/2010/02/17/…

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