Finally took the plunge and upgraded my LG G3 today.
Been researching for what feels like an age, and decided to go for the Oneplus 3T.
Wanted the 128GB model, which has been out of stock permanently direct from Oneplus, so popped along to O2 who had lots.
Anyway, to cut a short story even shorter, I managed to get about 3 minutes of use from the phone, when i was prompted to upgrade to Nougat. Great i thought, do it straight away before i configure the phone.
The update downloaded, the phone rebooted, hung at the updating screen, and that was that.
I had an online chat with Oneplus support, who acknowledged a known issue with the update, and said a new one is being worked on. In the meantime IF i get a replacement, DONT install the update.
I realise stuff happens (first world problems, and all that), but its still annoying, and for me a little unnerving in that Onleplus was a bit of an unknown quantity to me anyway.
Not sure if i should bother with a replacement. Either way I guess O2 will have to either give me a new phone or my money back?
Below is the chat transcript:
You said:
I purchased a oneplus 3t today and set it up. It offered an OTA update to nougat which I accepted. It downloaded the update and rebooted, but has been stuck at the boot screen saying "updating, please wait" for ages. I think its frozen as the percentage bar isn't moving. What can I do?
?21?:?58?:?57
Irish said:
I'm sorry to know about what happened to your phone, Craig. Let me see what I can do to help.
?21?:?59?:?53
Irish said:
Can you try to press and hold the power button for 10 s
?22?:?00?:?10
You said:
ok, its turned off, back on and now says installation failed. What now please?
?22?:?01?:?18
Irish said:
Let it process until going to the home screen
?22?:?02?:?13
You said:
its stuck on the 1+ powered by android boot screen
?22?:?02?:?45
Irish said:
Oh, I see.
?22?:?02?:?56
Irish said:
We can resolved this by the L2 specialist for a remote session bu the earlieasy date we have will be on Feb 2. The best offere I can give to you is that to create an RMA for a replacement which may take up 5-6 businessd days.
?22?:?04?:?12
Irish said:
And please disregard the Nougat update when it prompts again in the replacement phone
?22?:?04?:?39
You said:
I purchased it from o2 shop. Guess I can take it back there?
?22?:?05?:?06
Irish said:
I see. Please proceed to contact O2 as early as possible, Craig.
?22?:?05?:?23
Irish said:
Is there anything else that I can help you with?
?22?:?06?:?10
You said:
With regards to the nougat update, are you saying it should not be installed?
?22?:?06?:?33
Irish said:
Our ROM team already working in progress of all the issues from the Nougat. Those were actually a feedback from other customers.
?22?:?07?:?20
Irish said:
I mean from a different customers
?22?:?07?:?29
Irish said:
And the ROM team will post an update if when will bethe next Nougat update with fixed bugs through oneplus forums
?22?:?08?:?00
You said:
Shouldn't oneplus remove the update so it doesn't effect any other customers? My experience with using a oneplus phone lasted about 5 minutes - not good I'm afraid!
?22?:?08?:?35
Irish said:
I understand that and I do apologize for the any inconvenience that this may have caused you, Craig.
?22?:?09?:?14
You said:
Thx. Not your fault but really disappointing and will obviously cause me grief having to return to the store I purchased it from.
?22?:?10?:?02
Irish said:
Thank you for understanding. I can't blame you if that's what you really want, Craig.
?22?:?10?:?36
Irish said:
Will there be anythinge else for now?
?22?:?10?:?36
Irish said:
And i highyly respect with whatever your decision.
?22?:?10?:?58
You said:
no, thx for your help.
?22?:?11?:?12
Irish said:
You're welcome
?22?:?11?:?18
Irish said:
I’m glad I was able to help you today. Once again, thank you for reaching out OnePlus Customer Support. Have a great day.
Been researching for what feels like an age, and decided to go for the Oneplus 3T.
Wanted the 128GB model, which has been out of stock permanently direct from Oneplus, so popped along to O2 who had lots.
Anyway, to cut a short story even shorter, I managed to get about 3 minutes of use from the phone, when i was prompted to upgrade to Nougat. Great i thought, do it straight away before i configure the phone.
The update downloaded, the phone rebooted, hung at the updating screen, and that was that.
I had an online chat with Oneplus support, who acknowledged a known issue with the update, and said a new one is being worked on. In the meantime IF i get a replacement, DONT install the update.
I realise stuff happens (first world problems, and all that), but its still annoying, and for me a little unnerving in that Onleplus was a bit of an unknown quantity to me anyway.
Not sure if i should bother with a replacement. Either way I guess O2 will have to either give me a new phone or my money back?
Below is the chat transcript:
You said:
I purchased a oneplus 3t today and set it up. It offered an OTA update to nougat which I accepted. It downloaded the update and rebooted, but has been stuck at the boot screen saying "updating, please wait" for ages. I think its frozen as the percentage bar isn't moving. What can I do?
?21?:?58?:?57
Irish said:
I'm sorry to know about what happened to your phone, Craig. Let me see what I can do to help.
?21?:?59?:?53
Irish said:
Can you try to press and hold the power button for 10 s
?22?:?00?:?10
You said:
ok, its turned off, back on and now says installation failed. What now please?
?22?:?01?:?18
Irish said:
Let it process until going to the home screen
?22?:?02?:?13
You said:
its stuck on the 1+ powered by android boot screen
?22?:?02?:?45
Irish said:
Oh, I see.
?22?:?02?:?56
Irish said:
We can resolved this by the L2 specialist for a remote session bu the earlieasy date we have will be on Feb 2. The best offere I can give to you is that to create an RMA for a replacement which may take up 5-6 businessd days.
?22?:?04?:?12
Irish said:
And please disregard the Nougat update when it prompts again in the replacement phone
?22?:?04?:?39
You said:
I purchased it from o2 shop. Guess I can take it back there?
?22?:?05?:?06
Irish said:
I see. Please proceed to contact O2 as early as possible, Craig.
?22?:?05?:?23
Irish said:
Is there anything else that I can help you with?
?22?:?06?:?10
You said:
With regards to the nougat update, are you saying it should not be installed?
?22?:?06?:?33
Irish said:
Our ROM team already working in progress of all the issues from the Nougat. Those were actually a feedback from other customers.
?22?:?07?:?20
Irish said:
I mean from a different customers
?22?:?07?:?29
Irish said:
And the ROM team will post an update if when will bethe next Nougat update with fixed bugs through oneplus forums
?22?:?08?:?00
You said:
Shouldn't oneplus remove the update so it doesn't effect any other customers? My experience with using a oneplus phone lasted about 5 minutes - not good I'm afraid!
?22?:?08?:?35
Irish said:
I understand that and I do apologize for the any inconvenience that this may have caused you, Craig.
?22?:?09?:?14
You said:
Thx. Not your fault but really disappointing and will obviously cause me grief having to return to the store I purchased it from.
?22?:?10?:?02
Irish said:
Thank you for understanding. I can't blame you if that's what you really want, Craig.
?22?:?10?:?36
Irish said:
Will there be anythinge else for now?
?22?:?10?:?36
Irish said:
And i highyly respect with whatever your decision.
?22?:?10?:?58
You said:
no, thx for your help.
?22?:?11?:?12
Irish said:
You're welcome
?22?:?11?:?18
Irish said:
I’m glad I was able to help you today. Once again, thank you for reaching out OnePlus Customer Support. Have a great day.
