Interesting: Complaint to CRTC re: sms/mms on 8350i

[1984]

originally from a thread on CrackBerry:
http://forums.crackberry.com/f137/complaint-crtc-re-sms-mms-8350i-156201/


Piper975 wrote:

Here is the email I sent to the CRTC this morning regarding the removal of sms/mms texting on the 8350i but still being charged for incoming messages. Will post response once received. It would also be a good idea if other 8350i users also filed a complaint with the CRTC as well.

crtc.gc.ca/RapidsCCM/Register.asp?lang=E

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I have been using the iDEN MiKE network for 5 years with less than spectacular results. Two weeks ago the new Blackberry Curve 8350i was released for sale and I upgraded from the Motorola i880 that I had been using. The 8350i is 100% capable of sending and receiving sms/mms text messages as described on RIM's website and in the promotional material provided by Telus. At the time I purchased it I continued on with the $10 unlimited texting option that Telus offers. I started receiving messages only to find out that the sender information had been removed by Telus. After several phone calls to Telus and hours of research on the internet I have found out that Telus has blocked this service for sending from this 8350i handset and has not released the service books to customers. However when I inquired about it with them they tell me I must upgrade to a $60 unlimited package (currently on a $30 unlimited web and email package) and use the communicator option to send text messages out from the web browser on the phone. I can already do that should I chose on the package I have my going to any providers web site on the phone and not need to spend the extra $30 to do the same thing. When I asked about getting rid of the texting package they told me I would still be charged for incoming messages even though I can not respond to them, so to save money I downgraded to a texting package for $5 for 250 messages, however I still can not send messages. The help files contained on this Blackberry Curve 8350i tell you exactly how to send sms/mms messages but Telus has removed the features from the phone menus. There are thousands of users across Canada that use this phone and when searching through forums for Blackberry's the complaints about the removal of the texting option is to the extreme. Please advise what the CRTC will do to have Telus correct this issue once and for all.

[CreamyGoodness]

when i heard that it couldnt send messages on the last engadget mobile podcast. episode 7. i was like WHAT?? this is the 21st century

[Kronk86]

Well, Folks, i work for TELUS. You shouldn't have been told you need to upgrade to the $60 plan. That just isn't true. The sms/mms feature is done threw the WAP browser because of a network limitation. There isn't anything TELUS or RIM can do to fix it.

It has been that way on ALL Blackberry's that have graced the MIKE network.

The software designed by motorola on other MIKE phones allows the feature via the WAP browser, you just don't have to go threw the same processes to send one.

If you want SMS/MMS blocked, you can most definitely do that. The only way you would be charged is if you had been receiving premium messages from a third party. Those TELUS cannot stop.

I suggest you give them a call back and asked to speak with their data team. The information you were given is wrong.

[CreamyGoodness]

Well, Folks, i work for TELUS. You shouldn't have been told you need to upgrade to the $60 plan. That just isn't true. The sms/mms feature is done threw the WAP browser because of a network limitation. There isn't anything TELUS or RIM can do to fix it.

It has been that way on ALL Blackberry's that have graced the MIKE network.

The software designed by motorola on other MIKE phones allows the feature via the WAP browser, you just don't have to go threw the same processes to send one.

If you want SMS/MMS blocked, you can most definitely do that. The only way you would be charged is if you had been receiving premium messages from a third party. Those TELUS cannot stop.

I suggest you give them a call back and asked to speak with their data team. The information you were given is wrong.
still, its kinda messed

[JimmyCrackCorn]

even if given the wrong info TELUS should do something to compensate his/her issue.
If not take it to higher to the Commissioner for Complaints for Telecommunications Services (CCTS)

http://www.ccts-cprst.ca/en/

[piper975]

Well, Folks, i work for TELUS. You shouldn't have been told you need to upgrade to the $60 plan. That just isn't true. The sms/mms feature is done threw the WAP browser because of a network limitation. There isn't anything TELUS or RIM can do to fix it.

It has been that way on ALL Blackberry's that have graced the MIKE network.

The software designed by motorola on other MIKE phones allows the feature via the WAP browser, you just don't have to go threw the same processes to send one.

The information YOU were given is wrong.

Then TELUS employee you need to explain why the US network Sprint/NEXTEL and RIM have just released the fix 4.6.1.128 for the texting issues that they have been having and they are not having any problems and there are no need to go through the WAP browser to send. iDEN network is the same in the US as it is in Canada. There are no different standards for the iDEN.

You need to also explain why TELUS had RIM remove the option from the menus from the software version that TELUS uses on the phone and why the help files tell you exactly how to send sms/mms messages and why there are no service books released.

Your information on Motorola texting on the iDEN network going through a WAP browser is just not true. Motorola using the sms/mms messaging standard.

Oh and I know that I do not need to upgrade to a $60 package to be able to send text messages through a WAP browser and I told the rep that on the phone at the time.

CRTC have responded to the email I sent them and have referred it to the CCTC, a complaint has been filed with them so watch for a response soon.

[Kronk86]

Well the networks aren't exactly identical. Nextel has upgrades that the MIKE iDEN network does not. Nor will they make the upgrade in the future. It's probably not a priority for TELUS.

I understand that it is a pain to go threw the WAP browser, but i personally find it kind of amusing that you are filing a complaint with the CCTC. It seems like you are going to a lot of trouble to accomplish nothing.

If you say the software can fix the problem, then upgrade it? It isn't hard. you can find all the steps how on Crackberry.com or i can give you the steps.

Don't get me wrong, i think it is a ridiculous process to just send/receive an SMS, but it has been like that on all MIKE Blackberry's.

[piper975]

Actually networks are identical, only problem is that Telus does not have all the software upgrades performed on their iDEN network in order for the sms/mms messaging to work properly.

I went into the WAP browser last night and it says that I will be charged 0.15 per message to sent, so how is that free if you have a texting package addon at either $5 or $10. Just another money grab by Telus.

I did do the upgrade, so now if I was in the US I would have no problems sending sms/mms messages ... oh wait, yes I will since Telus removed the functions from the menu system on the phone.

[1984]

... oh wait, yes I will since Telus removed the functions from the menu system on the phone.


so how does one make this work?? :confused:

[Kronk86]

It might say you will be charged, but i assure you, you won't....

[CreamyGoodness]

this whole situation is just bad. how hard is it to put text messaging on a phone in the box. it can recieve messages so the network is obviously capable to whoever said it was the network. Its just poor decision making

[12345]

So, if I understand, TELUS blocks the outgoing text message function on the 8350i?

[CreamyGoodness]

Ya pretty much. ***holes

[JimmyCrackCorn]

Piper975 - has this been resolved at all?

[piper975]

No ... CRTC and the CCTC both with not look into the issue and say there is nothing they can do to control how Telus conducts business even when it is obvious that they are cheating their customers.

Telus, in my opinion is not conducting themselves in a professional manner and are robbing their customers by charging for a feature that can not be used and can not be prevented.

[piper975]

It seems that the next thing to do will be to make a complaint to the Industry Minister and see if his office will get involved.

[piper975]

Got a call today from Telus with regards to the complaint I made to the CCTC ... will call them back tomorrow and see what they have to say ... more to follow soon !!!

[serans1987]

hopefully their not going to tell you they'll take your complaint into consideration. If they give you that kind of answer, round up everyone from this forum and we can send them emails that should atleast get their attention.

[piper975]

Well it would seem that complaining to the CCTC may have done some good. Although there is no set time line Telus now admits that they are working with RIM to correct the issue of incoming messages having sender information removed and that there should be a solution coming for sending messages, when is the question. Telus has now credited the unlimited texting package price of $10 for first month, I had made a change to $5 250 message option which Telus as now included for FREE for duration of contract (3 years = $180). It was pointed out to them that their press release did state that the 8350i was capable of mms and they say that was a mistake. Sounds more like a bait and switch to me, but things are getting done. It was also pointed out that a new OS was released to US users that fixed their texting issues and how come Telus customers have not received this update yet. They are going to look into it.

Stay tuned things may change yet for Telus customers ...

[mir]

Sooo.... couple months later and now I just suckered into this. I like this phone but lack of SMS/MMS is really making me bitter about this phone, especially considering I bought it outright of Kiji so don't think I have any recourse other than trying to resell it to some other poor unsuspecting fellow.

I've updated my phone with the nextel update but the issue is the lack of a service book from what I understand.

Anybody know any more about this now then they did in February? Should I just give it up and get a blackberry on another network?

[Neon]

^ not sure if these threads will help you at all:

http://mobilesyrup.com/forum/showthread.php?t=1085

http://mobilesyrup.com/forum/showthread.php?t=667

[greek]

are these issues resolved?? If not, that is poor business practice

[piper975]

nope ... nothing has been fixed as of yet