Unable to enable voice roaming on Samsung ATIV Neo
Answered

I noticed today that I was unable to make a call on my 20-day-old Samsung ATIV Neo (Windows Phone) when I happened to be roaming.  I looked in my settings under Cellular and the selection box labeled "Voice Roaming Options" is disabled and says "don't roam".  Underneath it is a statement saying "Contact your mobile operator to turn on voice roaming".  Everything I've read says that voice roaming is available.  As an aside, the same state is true for the data roaming options on the phone, although that one makes sense as Ting does not offer data roaming.  Also looked on the device settings while logged into my account on the Ting web site and saw nothing there relating to roaming.  Am I missing something here?

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114 comments
  • Hey Christopher, Thanks for the heads up, it is an odd issue that we will look into. Keep and eye on your inbox, I will be following up in an email.

    • Sam
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  • We have this same issue on two NEOs we picked up (apart from the other Voice Mail Notification issue all WP8 users have on the Sprint network). An older feature phone we have on Ting roams fine. With Baula's help I've tried Network Profile Updates, Carrier Resets both where I live and 100+ miles away in a major city area, and a factory reset. The roaming options have never been accessible, always set to don't roam.

    Brad

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  • Hey there Brad, Thanks for filling us in. The more we know the sooner we can get to the bottom of the trouble. Keep an eye on your inbox for updates. 

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  • Any update on this issue?  Doesn't seem like it should be that hard of a thing to turn on.....

    Chris

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  • Hi Chris,

    We're still working on the fix, we'll make sure to keep everyone updated in e-mails and forum posts. Thanks for your patience.

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  • Hey Christopher, were you able to download the latest GDR3 update? Let me know if the issue still persists.

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  • I just checked for updates and there are none available.  Still on OS version 8.0.10328.78, and from what I've seen the update would put it at 8.0.10512.  Any insights on the timeframe for the rollout of this update?  I haven't seen any details other than a number of posts from 10/14 or so saying it would be released "in a couple of weeks".

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  • As an FYI, there have been owners that have upgraded to the developer version of GDR3 (without carrier & manufacture additions) and have actually lost their ability to affect roaming settings. In effect it has brought them to the situation Christopher and myself are in. See this WPCentral thread:

    http://forums.wpcentral.com/samsung-ativ-s-neo/245410-2.htm

    Whether they are Sprint or Ting users are not known. The problem seems more common than thought? Is it known what causes this issue yet? I really hope this resolves soon.

    Brad

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  • We're still looking into it and will update as soon as we figure out what's wrong. Thank you for your patience.

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  • Any word yet?  Am experiencing the same voice roaming issue with a week old Ativ S Neo, running v8.0.10328.78.

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  • Hey Larry, We've heard that the latest software currently being rolled out will fix this issue. Keep an eye open for updates, you will have to manually upgrade when the update becomes available. 

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  • Still no update available for me.  Getting a bit frustrated that a fix is out there and I can't get it for reasons I don't understand.  It's been just about a month now.

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  • All was fine until today and now massive roaming problems.  No amount PRL updating will help.  I've noticed more problems at where I work where they use cellular repeaters throughout the building.  Going outside seems to help but as it's -2 (without windchill), I think I'll stay inside.  Would really like to see GDR3 drop soon!

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  • A further note on my previous post - I've done a factory reset with my phone and it resolved some of the issues I've been having.  I still have problems when I have low signal strength and roaming options are better.  Microsoft just rolled out another set of updates so I'm thinking that if it was a resolution process between Sprint and Microsoft, that this latest set will be it.  It's just my guess - I don't have any factual information.  Perhaps it is just a "final patch" on GDR3.

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  • Edward, did you do the software reset or the hardware reset?  Am tired of this endless waiting with no end in sight so might try that too.

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  • In talking with Ting Support, we tried a Carrier Reset which didn't resolve the issue.  The factory reset improved things a little bit.  I then registered my device as a dev phone (not advised, but I am a developer) and initially it didn't improve anything.  However, it's been behaving all week although I've seen a few more app updates roll out with some of those being underlying updates.  The voicemail notification is still broke.  It could be that Sprint is waiting to roll it out until that fix is available.

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  • I have done all the above steps as well and I am having the same issue. I have updated windows to version 8.0.10521.155 from the developer preview and still have no luck.

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  • Hi Rodney, 

    In most cases, once you receive the latest update for GDR3 and then factory reset your device, the issue is resolved. I see that you have an open help request, I'm going to be responding to it shortly. Keep an eye out for an email! 

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  • I'm with Rodney, GDR3 from developer preview + factory reset and I still can't roam. When I do the reset, does using the backup feature somehow interfere? Or did I just get unlucky? This is really getting frustrating, I've been looking for a solution for 4 months.

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  • Has an update actually been launched for this phone? Can Ting confirm from Sprint that any Ativ S Neo has had an update rolled out to it?

    I've been told since mid Dec. updates have been rolling out 100 at a time from Sprint, yet there's no word online anywhere about the updates taking place.

    We've been told we'll have to manually update when it becomes available. I assume this means to intentionally run Settings -> Phone Update -> Check for Updates, and that the check boxes underneath are broken or otherwise don't work on Ting (auto check for/download phone updates). I've been doing this regularly since early October hoping to fix this broken roaming on the 2 Neo phones we have.

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  • Hey Brad, I have an update for you (and other ATIV S Neo users). There was a software release for the ATIV S Neo at launch, however, there isn't anything planned in the near future. I know how that sounds and realize that that is less than ideal.

    If you can hold off, that's great. If not, reach out to Baula and he'll figure out something that can work for you.

     

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  • Again, I ask, "hold off" until when?  March?  July?  2015?  Or does this really mean there are no plans to fix it, ever?  Forgive me, but I fail to understand how Ting, Sprint, or whomever can think that this isn't an important issue to fix for its customers.

    At this point. I'm feeling pretty ripped off.  Had I known that there were no plans to apply needed updates to this phone, I would have chosen differently.  I sincerely hope you aren't still selling this phone to people without making them aware of this situation.

    Please explain what you are going to do to make this right for those of us who are affected.

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  • I'm with Christoper on this.  I get the phone and tell you it doesn't work as advertised.  TIng says "hold on, a fix is coming in December."  Then I'm told January 15.  And now Brennan, you're saying GDR3 is not coming and to continue to "hold off?"  Hold off on what - using the phone for calls?  Unacceptable.  I would have sent it back in the beginning had you told me that.  Now I'm stuck.  How does that make sense? 

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  • Hi Larry and Christopher,

    We are looking for a resolution to get the phone up and running or figure out an alternative. I'm going to reach out to both of you via a help request. Be on the lookout for an email      

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  • Hmm...I just found this thread while trying to figure out why the roam option is greyed out on my two new ATIV Neo S phones. I'm not on GDR3, either.

    I'm with other users in this thread. This is a big deal. I'll be looking for a fix ASAP, as I'm still within the return window for the phones (thankfully). Geez.

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  • GDR3 is not always the solution. I have updated to it and one release after and I still can't roam. I guess we will have to wait and hope WP8.1 will help.

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  • Yeah, GDR isn't always the solution, and it's helpful that you point out it (and a subsequent update) didn't work for you. And it's a good and reasonable hope that 8.1 would fix it. However, it doesn't seem that, to this point, Sprint has made a point to be timely with WP updates, and there is no guarantee (that I'm aware of, anyway!) that the ATIV Neo S will get the update at all.

    Sprint certainly isn't doing Ting any favors here. We'll see what Renny, Sam, and the rest of the Ting staff say.

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  • So..

    Sam Coulombe said, "We've heard that the latest software currently being rolled out will fix this issue." (November 21, 2013)

    Now, Brennan, you say there's nothing planned. At this point, does it mean they decided not to do the update? Or that you heard wrong? Did "latest software" mean phone firmware, or a fix to the network...? I guess I'd really just like to know if the roaming problem is pinpointed or not. Is it a OS problem, a network problem, a roaming agreements problem, a stale setting on the phone, a bad SIM, a combination of things?

    While all this is getting sorted out, or not, does the fact that this is a Global phone (GSM capable) offer any recourse? Because we have the MSL can we pop in an alternate SIM and choose a different network when needed? For example, install a prepaid SIM to the phone, use Ting's (thus Sprint) service as default, then choose the prepaid network under Cellular menu if needed due to roaming issue. I'm guessing if this worked at all, it'd be much more inconvenient with having to swap back the existing SIM to get back on Ting.

    Yeah, :\

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  • I also tried GDR3 (well, the developer preview) to try to enable voice roaming on the Neo S on one of the two I have. No go.

    I'm giving Ting (well, Sprint) another week or two to fix the multiple issues with the phone on Sprint's network. Ting support has been doing what they can, but I feel like their hands are tied. Sprint reps are being amazingly unhelpful and unresponsive over at their Sprint Care forums, in stark contrast to Ting. I can only hope that the folks doing the fixes will have something soon, or I'll be forced to return the phones and go elsewhere.

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  • Adding a note for informational purposes.  This problem with the roaming will also present itself when one is out of the country.  When I inserted an Italian SIM, the phone worked properly in Italian territory.  As I moved across the border to Switzerland and France, the roaming problem prevented me from connecting to any network using that SIM (works fine with my Android phone from Ting).  One would have to purchase a separate SIM for each country as a workaround.  I cannot use this device as a "world phone"....

    It may be appropriate for Ting to disclose this to potential buyers.  I am having to carry two phones when I travel - not acceptable, I think, to most folks.

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