(Updated!) T-Mobile Posts G2x Issues And Resolutions Document, Fixes Pending Resolution

Updated with new pics!

So for the “small percentage of users” T-Mobile says are having problems with the T-Mobile G2x they’ve put together a quick help sheet internally to try and troubleshoot the primary problems. Thankfully the addressed issues make up a high percentage of the common troubles plaguing many G2x owners but its unfortunate that at least half of them are pending resolution. Still, we’re happy to see more evidence that T-Mobile is taking these issues seriously and working with LG to get them resolved as fast as possible.

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  • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

    The only problem I have is keeping it working with my BlueAnt Q2 headset. There’s a little screen bleed, but no biggie. Battery life is what I’d expect from a smartphone.

    • Ktwist

      Having the same problem with my blueant q2, keeps disconnecting. Ill play music thru it and when the music stops and i click to replay it, i have to turn bluetooth off and on again to get it to reconnect. Not sure if its the blueant or the g2x but it happens sometimes with my lg headset so im guessing the g2x.

      • http://www.facebook.com/profile.php?id=1060836854 Randall Ainsworth

        It says it’s connected, but when someone calls, it’s not. My gut feeling is it’s a phone problem because it worked fine with my previous phone.

  • Anonymous

    Anyway we can see what’s at that first link? I tried accessing it but get Permission Denied.

    • http://tmonews.com David

      Private internal link and I’ve removed it from the picture. Some things just don’t need to be accessed!

    • http://tmonews.com David

      I’ve killed the link, it’s not for public access! Sorry, I’ll try and find out whats on it!

  • http://twitter.com/DannOfThurs DannOfThurs

    <– called it way back when it was released :)

  • Anonymous

    so in other words, they want the wi-fi to be BLAZING while the screen is off and everything. way to save battery life, t-mobile.

    • http://twitter.com/Guticb Bojan Gutic

      Keeping your wifi sleep policy at never actually improves battery life. 

      It keeps your phone from constantly connecting/disconnecting to wifi every time you turn the screen off. It also keeps your phone connected to the wifi hotspot, rather than switching to and from Edge/3G/Wifi, which also improves your battery life.

      • http://www.facebook.com/profile.php?id=589290121 John White

        What he said.  If your WiFi sleeps when the phone is off, your phone is now receiving data across the 4G network which uses way more battery than WiFi.  You should set this to never always.

  • http://twitter.com/GT_byrd GT Byrd

    well, no software update can solve overheating. except to turn your cpu all the way down. But what’s the point of that?  I have all these issues. most of their resolutions seem to be “hobble your device and it will work better.”

    • http://twitter.com/JKabat JKabat

      It could fix it I think. I think there is an issue with the battery driver software. My battery life was terrible and it acted weird until I did extensive battery calibration. It works normal now.

      • Jabombardier

        How did you calibrate the battery?

        • Anonymous

          Download the battery calibration app for instructions. I’m to lazy to type them.

  • http://twitter.com/GT_byrd GT Byrd

    looks like I gotta install a rom on this thing to get it to work. silly.

  • Anonymous

    Just a private community

    • Anonymous

      its twitter for employees really, thats how it works

  • LC

    T-Mobile Corporate Community :)

  • Respawn

    Internal use only.

  • Cupcake

    So they say to set wifi to ‘never sleep’ but to turn it off to perserve the battery life…WTH.  Isn’t that a contradictory statement?

    I’m just saying……

    • http://twitter.com/wdfichtel W. Daniel Fichtel

      If you’re not using it, turn it off, and if you are using it set it to never sleep. Seems pretty straight forward to me…

      • Anonymous

        What he means is that if it was working correctly in the first place, when the screen turns off the wifi would naturally turn off, and back on when the screen comes back on….

        If he sets it to never sleep it never turns off…but t-mobile is telling him to turn it off when he’s not using it, which the OS would do on its own if it was working correctly

        • Anonymous

          I always set mine to Never Sleep anyway. Even though it worked fine with setting it to sleep with the screen off. By turning it to Never Sleep, you device stays on Wifi and doesn’t switch to 4G data which uses more battery. It also uses more battery when your device has to disconnect and reconnect to WiFi every time you wake your device. 

        • Tortionist

          Wifi uses less battery than 4G? Good to know. I’ll have to give that a try and see how it goes.

      • Tortionist

        Also with the two apps my Settings Pro and Zsmooth pro (requires rooted phone) you can set it to never sleep and then make it go to sleep with a swype gesture9using Zsmooth pro.Both apps are worth the money.

  • Anonymous

    I’m grad i didn’t get the G2x, im waiting for the sensation 4G.

  • http://twitter.com/GT_byrd GT Byrd

    WEll the “wifi never sleep” thing doesn’t work, because i have had that option on since I got the phone and It still uses my data when connected to Wifi.

    • http://twitter.com/JKabat JKabat

      Does it show you connected to 4g or does it show you are just connected to wifi? After a reboot mine will show that it’s connected to both wifi and 4g but uses the 4g. Turning the wifi off and then back on fixes the issue until I power cycle my phone again.

      • Jomaxwel

        T-mobile made me believe I was the only one with both wifi and mobile data both running in the status bar and only mobile data working. There sending out a replacement today for mine. I guess I can’t look for that to fix my wifi issues. :(

      • http://www.facebook.com/people/Simon-Yu/100000989859895 Simon Yu

        I use Juice Defender to shut off my Data for me when I turn on WiFi.

    • http://profiles.google.com/steven.schaak Steven Schaak

      Same here, i’ve gone through 3 g2x’s and they’ve all had the same data issues.

      The only thing that fixes the problem for me (and i read about this on a forum somewhere, xda i think) is to turn off both wifi and mobile data and then reboot the phone. It works, most of the time, but wifi never lasts. sometimes i get a good few hours of wifi and other times it doesn’t last 5 minutes before breaking again.

      I’m waiting for cyanogen to release a stable build for the G2x, then it will be the phone it was meant to be.

  • Nybetterthansuperg05

    T-Mobile like other companys never admit their mistakes. here comes another HD2

    • Anonymous

      I disagree. I got an awesome letter of apology, and confirmation that they would be changing their policy when I had a problem.

    • callmemisterr

      The HD2 is a great phone now…..every since I loaded it with android and took all that windows crap out lol

    • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

      If you called me as a cust serv rep, you think I would want to provide you the best service? Doesn’t make a difference what company you are with Good morning and thank yous go a long way with people who hear nothing but complaints all day.

      • Scarf22m

        It seems to me, after reading your responses to posts, that you like to complain and be rude to people.  That being said, if you are a customer service rep you really should find another job.

  • Alex

    MOORE’S LAWevery 3-6 months theres always gonna be a faster phone thats’s 50% faster. quad core cell phones comming out soon, so sensation will also be desenationalized…LOL…P.S. it’s glad.

    • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

      How long did it take you to figure this out….I has only been going on forever. Hell if I can get you to sign a 2 yr contract and keep buying the newest phone I will make out……like selling candy to kids.

  • http://twitter.com/GT_byrd GT Byrd

    I’m returning phone in 15 minutes and waiting for the sensation.  it has the snapdragon instead of tegra, but other specs are the same or better. and I enjoy the sense u.i. and their widgets are the best designed.

  • http://twitter.com/GT_byrd GT Byrd

    I’m returning phone in 15 minutes and waiting for the sensation.  it has the snapdragon instead of tegra, but other specs are the same or better. and I enjoy the sense u.i. and their widgets are the best designed.

  • Nate34

    I returned mine a week after April the 20th. The phone is nice but it is NOT reliable at all.. it rebooted on me while on a very important business call. Some of the problems seem more hardware related, which doesn’t look good. I paid full retail price (no contract EM+) and for that kind of money I don’t need to put up with all this crap! Now back to my reliable HTC G2. Will wait for HTC Sensation!

  • v8dreaming

    The thing is, even with widow set to never sleep, it loses the connection. It wont let you connect to anything until you turn it off. Their fix isn’t a fix at all and does nothing to resolve the actual problem.

    • v8dreaming

      Wifi not window.

    • v8dreaming

      Wifi not window.

  • v8dreaming

    The thing is, even with widow set to never sleep, it loses the connection. It wont let you connect to anything until you turn it off. Their fix isn’t a fix at all and does nothing to resolve the actual problem.

  • Usesspam(not a virus)

    Hey David what’s your email. Got something to share with you about the blocked link…

    • http://tmonews.com David

      “david@tmonews.com” Send it!

      • Usesspam(not a virus)

        Sent!

  • Fsdf

    take the battery out and put it back in seriously is that a solution shame

    • Rob

      i use to have to do this all the time with my blackberry so i don’t know what the big problem is…

  • Anonymous

    I’m glad they acknowledged the problems and trying to fix with software update (hopefully gingerbread soon).

  • Beggars1923

    So what’s with the blacked out line?  I just went through the warranty exchange process this morning via chat because of overheat and shutting down.  This will be my fourth g2x in a month.  I’m outside the exchange window.  However the rep did state that “If you have 2 or more defective phones in a 90 day period then [the reps] are given the option of another phone that could be sent.”  I didn’t go any futher with her, but I wonder what that other phone is.  I doubt it’s the Sensation.

    • callmemisterr

      Most likely probably the samsung galaxy 4G…the system is automatic as for what the alternate exchange would be 

      • Beggars1923

        If I have to exchange again I am going to try to get the Sensation and have T-Mobile credit me the amount paid for the G2X.  If they don’t I’ll see what other recourse is available.  Exchanging a phone 4 times in a month should preserve your return period.

  • http://pulse.yahoo.com/_SV4ULKDQAPIY7VPEPU3LHHV4OM Mr Tibbs

    I almost traded my Nexus Crap I mean S for this phone I’m glad i didn’t and waited to trade it for a iPhone 4

  • gt_byrd

    Just returned my 3rd and final g2x. These are no way software issues. These are hardware issues and they want u to try software fixes, because that outs u out of your return window and have to accept the lesser quality phone they exchange it for. Looks to me like at&t already took over T-Mobile.they sure act like it. am waiting for the sensation, although I love the built in gbs of storage not on the sensation.

    • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

      Now you are thinking the Sensation is your Salvation? Yeah build it up so you can tear it down next, they are damn phones, computers in your hand.

  • G2forwho

    Hello! Get a hold of the errata sheet for the HTC G2! I am on my fourth as soon as it arrives. The random reboot is something that is either innate to whatever tmo software is on the phone or is and Android issue. Since I dont see the problem on the VZW or ATT threads I conclude that once again, it is TMOs inferior tech support. The same bozo’s that rolled out V6 for my BB six months after everyone else because ‘it had to be perfect’

    Oh yeah.

    See why the iphone will rule in the end. Even with the antennae issue that just went away. David is right. I am chocking on it but am slowly coming to the conclusion that they were right and I was wrong.

    Consumer Reports rates them the best value even though there macbook is 60% higher than an equivalent laptop pc.

    Apple will rule the world!!!!!!!!!!!!!!

    • CactusCat

       While I’m glad you had your “enlightenment” moment, your conclusions are incorrect.  The statement that Apple will rule the world is not correct. The statement should read “Money will rule the world”. And since a very small percentage of real productivity software is made for Apple, they will NOT rule the world. They control a niche market of loyal cult followers. Businesses and home users, as a general rule, all want the best solution at the most reasonable price. Delusional Apple users do fall into this category. They have some sort of mindset that their product makes them superior in some fashion. That same mindset is what makes the flame wars happen in the forums. And it’s not just relegated to Apple. Android users can have the same mindset.

      Therefore, Apple will never rule the world, as they do not offer computers that run the software in an inexpensive manner. Also, what is the first thing all Apple owners do to their computers? They load Bootcamp or Parallels…. why? To be able to run the software that is not available to them directly. And to Mr John Q. BusinessOwner, why would he want to pay 60% more to run the software? Won’t happen Mon Capitan.  Try being “enlightened” again.

      • czj

        If all cars were free, and a Ferrari was difficult to drive, but a Ford Pinto and a go button; 95% of the world would have the Ford Pinto; hence Apple.  In fact, as logic would have it, the better product would be harder to use.

        • czj

          *had a GO  button*

    • CZ

      I was supporting 32 HTC Imago/Touch Pro 2 devices(WinMo).  Never again will I buy HTC.  Of the 32, probably 10+ had to be wiped every 6 months or less due to software glitches, etc.  just as many had to be replaced due to software flaws.  Their phones suck, the support sucks, never again.  

      I loved my Samsung fascinate,  no LED to tell if you missed a call/msg, and some other quirks, but overall a good phone.

      I recently picked a G2x, it’s a great phone, but also no Indicator LED.  Also the dial by name doesn’t work the same.  With most modern phones, you can start typing numbers(which also represent letters [2 =abc; 3=def, etc.]) and it will come with a name, but the G2x, only shows the numbers you type, without trying to find the contact.  You have to scroll through the contact list or search the phone for the contact, but there is no quick filter on the contact list.  Hard to describe, sor.  Also, fascinate has a better “running programs” gui.

  • Anderson

    Hey guys I got a thing I did o my and works,you pull the battery hold in your fart on the battery and put back on the fhone…this works amazing!!! Especially after a bean taco!!! Mmm this call (fartech) lol…tmonews is comedy too!! Aual David!

    • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

      You make your family proud your English is atrocious. Look find your medicine, get back on schedule with that and stay off the computer until such time. Nighty nite.

      • Forabuse

        Ok Mr.right! I think you got abuse when you was a kid and now you stay o the forum showing your angry…

      • Scarf22

        Just an observation here.  For someone who is tossing out insults about someone’s english, your lack of punctuation is not much better CINNALOCKS III.  “You make your family proud your english is atrocious.”  This seems to me to be 2 sentences run together.  It might be okay if you put a comma after proud.  You could also use a comma after Look (find your medicine).  I just thought I would point that out since we seem to be so nit picky and critical. 

  • Anderson

    Hey guys I got a thing I did o my and works,you pull the battery hold in your fart on the battery and put back on the fhone…this works amazing!!! Especially after a bean taco!!! Mmm this call (fartech) lol…tmonews is comedy too!! Aual David!

  • http://pulse.yahoo.com/_HGEPMKECQHV4BVIDCEHTQJZV7M CINNALOCKS III

     First of all phones are just computers that are portable. Who has not had a computer problem that took a while to resolve????? I just ordered mine last night got it for $70 from an authorized online dealer. They are available for anyone who wants one. They may not be a the tmob website but so what. To those that think this phone is any more prone to failure than any other computer out there, you obviously are too young or too high to recall the first dsl services or windows first issue of a new operating system from the beginning.

    So when you spend all this time bitching and complaining about the little quirks in a computer( and that is indeed what they are) it just shows how little time you have been on  this earth, how inexperienced at dealing with issues you are, how spoiled you are and that it will be a while before your parents or anyone else considers you an adult or takes you very seriously.

    • Ccopia

      Umm..not quite.  I think the more appropriate view is you get what you pay for.  Now i have purchased a few laptops and desktops in my day (using your example) and they have functioned exceptionally (both on the hardware and software end).  Given the amount i paid for these devices this was expected (I won’t name the brands and start a riot here).  Now when you drop >$500 on a phone, I’m sorry, you should get nothing less than a top notch (near flawless) device.  LG had a long time to resolve these issues before the US debut.  No excuses.  Don’t lower the bar!

      • Silversx519

        Excellent post couldn’t have said it any better!!! My G2x has had a variety of problems screen bleed being the least of my worries. The phone should however function as described in the specs without issues CINNALOCKS GET A CLUE!!!!!!!!!!!!!

  • asdf

    so when is it being re released

  • Going_home

    “Please do not process exchanges for these issues because they are software related and will occur again on the customers new device”

    • http://www.facebook.com/people/Charles-MacMurray/100000263923477 Charles MacMurray

      That’s what Samsung said about the GPS on the SGS’s.  LOL

  • Troysyx

    I’ve noticed that people only post things about phones when they’re bad. I can’t just sit by and do nothing. I’ve had my G2X since launch day and it has worked great! Outstanding phone. Dual core AND 4G, what more could I ask for?

    • G18industries

      I agree,  I have had problems with mine but it is still so much faster than the alternative and I like it.  I just hope they fix it fast and it truly will be hands down the best phone.

    • Danishswag

      Same here, other than the occasional service issues with 4g, which is most likely due to my house’s strange bad spots for service, I really haven’t had a problem. I had a couple random reboots, but after installing the gingerbread update that’s gone, although that broke the gps.

      All over, no issue I couldn’t fix, aside from some practically unnoticeable screen bleed
      It’s awesome

    • Jberks

      I mostly like mine, it has rebooted a few times, but not for atleast a week now.  I read somewhere that the Froyo doesn’t support dual core, so once Gingerbread gets released, it should be faster.

  • Demj1308

    Glad to see there doing something, bought 4 of these 2 weeks age, 3 have very little to no problems, 1 was terrible always locked up, would reboot itself every 3 minutes while sitting on the counter, would receive a text then received the same text every minute until you would delete the thread. So there is obviously an issue with certain ones but its not all of them.

  • B89

    I got it as soon as it came out and it would randomly shut down then the only way to get vb it back on was a battery pull…i since got a new.one no probs *knock on wood* but my bf got his and he had no problem ..ps idk y ppl bitch about the battery my battery life is amazing it last 3times.longer then my evo 4g

    • B89

      Vb? Opps lol

  • GinaDee

    I’m on my 2nd G2x due to some of the above problems and more.

    My first device not only rebooted itself but also factory reset itself sometimes more than once per day. 

    The 2nd device doesn’t factory reset itself involuntarily like the first however it constantly loses 2G/4G data and goes to GSM only even in strong signal areas.  I have to keep toggling the Airplane Mode button to restore data services.  This is irritating as I use my phone for work email and when in GSM mode I don’t get my messages.  

    I wish T-Mobile recognized the above as an issue on their list as it’s happened on both G2x’s.  

    Yes this device does overheat and the battery does suck even when I turn off Wi-Fi and leave it on 2G only. 

  • 4G_or_not_4G

    called T-Mobile about this and they wanted to ship me a new battery and I had to pay for the shipping???????The phone is going back right after the Sensation comes out…I wanted to try something different then HTC but it looks like I am coming home to HTC

  • poconopixie

    I don’t know where this doc came from. I am a tech rep and I have not seen this. I searched for it and have yet to actually locate it. 

    • stevenreanimator

      then youre not looking in the right place. I just pulled it up in our internal systems.. Try searching our community for the title of the grab and go.

      • Youwishbooooyyyeeeeee

        Yea i foung the grab and go quite easily. and i would also like to say that having had every major carrier and now having t-mobile and working for t-mobile.. we have by far the best trained tech support in the industry.

      • poconopixie

        Yeah, I ended up finding it that way. NOT a great way to post it. This needs to be listed in breaking news and also attached as a link in the device known issues. This is a classic example of why so many reps have issues with our resources. 

        @ chrishanson, our reps are not ineffective. We are only as powerful as our documentation. If you could see the way we have to locate that information, you would be appalled. It is scattered everywhere and you have to use just the right search term to find it. And, we are also expected to resolve our calls within 14 minutes. So it’s not like we can waste 10 minutes trying to locate the correct doc. This particular doc needs to be placed on the main G2X page, not hidden as a “Grab and Go”, which tech rarely uses.

    • chrishanson

      If you are a tmobile tech rep and don’t know where this is, then this proves the ineffectiveness of tmobile tech reps and their knowledge. cause they have never been able to help me with crap besides “reboot!”

      • Smileyinlosangeles

        Tech rep was able to resolve my MT4G’s inability to send MMS messages, without once telling me to reboot the phone, remove the battery or “try a new SIM card”. He was awesome and made my day for recognizing I understand tech and do not need to be talked down to.

  • Msb8880

    How soon can you return this phone? I would like to return mine it for a Sensation

    • witchkraftracing.com

      you have 14 days, anything past that would be manager/supervisor directed.  deposits may apply

      • witchkraftracing.com

        rather, restocking fees

  • http://www.facebook.com/profile.php?id=100000901842009 Ted Cikowski

    I absolutely love my G2x and have no problems with it yet at all. Sensation looks nice too but I like the design better on the G2x. What I am REALLY waiting for is the Hercules, now THAT looks incredible

  • rickeybobby

    Battery life on G2X is terrible. Just 3-4 hours with no talking, and normal monitoring of 3 email accounts.  With a 1500 mh battery, there must be something wrong with the software. Are there different versions of the software that don’t run down the battery as fast?

  • Iceman

    I’ve had a G2X since early May. I have had it reboot itself probably a dozen times over that period of time. I’ve also had to remove the battery probably about two dozen times. My battery life is not where it should be posting 6-7 hours with very light usage. My Galaxy S could go 10-12 hours without needing to touch the charger with heavier usage.

    With all that said I still like the phone and I’m not planning on getting rid of it. I need the software update like yesterday though. The zoom on my phone has stopped working also….sigh. The thing I love about my G2X is that when its working its nice and fast. No STORAGE ISSUES. I’ve had storage issues on every Android phone and I’ve been on Android since Day 1. I have over 100 applications between my SD card (32gb) and my internal storage and I still have plenty of space and that’s without rooting it. I hated my Galaxy S 4G for that reason it had too many crap app’s preloaded taking up space on it. 

    If the software update fixes 80-90% of these issues this phone is world class. GET THE SOFTWARE UPDATE OUT!!!

    • Acjestate

      I’m having some problems with my phone cost have to turn it back on because just turns off by itself. I put the phone on charge and next thing I no its turned off and want come back on until I remove the battery. I’m waiting for my replacement phone to come.

  • Asianly

    Yesterday when my phone froze, I had to remove the battery to reset it. once the phone came back on, it said there was no Sim card in it. I tried everything to removing the batteries, sim card, SD card…. Nothing seems to work. I am still unable to resolve this issue, and my work schedule is too busy for me to run to the phone store during working hours. Has anyone ever had this issue?

  • Asianly

    Yesterday when my phone froze, I had to remove the battery to reset it. once the phone came back on, it said there was no Sim card in it. I tried everything to removing the batteries, sim card, SD card…. Nothing seems to work. I am still unable to resolve this issue, and my work schedule is too busy for me to run to the phone store during working hours. Has anyone ever had this issue?

  • Asianly

    Yesterday when my phone froze, I had to remove the battery to reset it. once the phone came back on, it said there was no Sim card in it. I tried everything to removing the batteries, sim card, SD card…. Nothing seems to work. I am still unable to resolve this issue, and my work schedule is too busy for me to run to the phone store during working hours. Has anyone ever had this issue?

    • Compu Kautz

      Do a master reset on the phone

  • ADRIAN VAZQUEZ

    I GUESS I SHOULD THANK THE GODS, FROM DAY ONE MY NEW G2X HAS WORK LIKE THORS HAMMER FANTASTIC,NO COMPLAINTS.THIS WILL BE MY LAST PHONE,EXCEPT FOR THE WIFE IM SURE SHES GONNA WANT A G2X ALSO.LUCKYME{VEGA BAJA,P.R.}

  • Nesha

    MY PHONE does not stay on. It cuts off in the middle of a conversation an is constantly restarting.. I need my phone all the time for my job. I hope they do something about this like a replacement or something because this is crazy. I have gotten 2 replacment phones to my house already!