Users reject etisalat story on BlackBerry trouble

Dubai: Etisalat's explanation for problems experienced by BlackBerry subscribers in the UAE after a "performance enhancing" patch was downloaded is "far from the reality of the situation," said the IT expert who first discovered the glitch.

A patch issued by the telecommunication company for BlackBerry users last week caused many subscribers to experience severe battery drainage and heating of their devices.

Doha-based computer programmer Nigel Gourlay had claimed the drainage was caused by hidden software in the patch that intercepted the user's communication.

After a few days of silence and growing frustration among its subscribers, etisalat issued a statement earlier on Wednesday, saying the patch had created a "slight technical fault".

It added that: "These upgrades were required for service enhancements particularly for issues related to the handover between 2G to 3G network coverage areas."

Louie H, the man who discovered the fault and posted it on the official BlackBerry forum, told Gulf News: "This statement from etisalat is in no way related to the issue. Programmers have seen the code for this patch and have confirmed it is designed to send information back to etisalat."

He also questioned etisalat's need to push a network upgrade on end users, saying such updates would not be done on the users' devices.

"These phones, like etisalat, use industry standards. This implies that there was something wrong with all the BlackBerry devices the patch was sent to," he added.

The statement issued by etisalat has also raised eyebrows among BlackBerry users who were under the impression that etisalat had already been using 3G networks for its BlackBerry subscribers, as it had advertised.

Etisalat said only a minority of its 145,000 BlackBerry users were affected by the patch, and that only 300 complaints were registered by its call centre. Gulf News alone received 239 complaints about the issue since running an article on the troublesome patch on July 13.

Many of the complaints cited either a lack of response from etisalat's customer support lines, or a lack of awareness of the glitch among customer support agents.

The statement from etisalat asks customers to continue calling the support line at 101, which would "resolve the issue completely". It did not elaborate on how the issue would be resolved. A number of BlackBerry users have complained that etisalat is citing a "wiping" or formatting of the phone as a solution, which leads to complete data loss.

Users of social networking site Twitter also expressed their frustration with etisalat and rejected its justification of the battery troubles they faced. A number of them questioned why etisalat had sent 3G updates, as the operator claimed, to phones that are not 3G capable.

Gulf News readers also doubted the credibility of etisalat's justification. Anees, a resident of Dubai, said he did not think its customers would trust any patches the operator sends in the future.

A reader by the name of Coolio said: "BlackBerry devices in the whole world have no issues handing over from 3G to 2G and vice versa, except in the UAE? No BlackBerry in the world requires the patch [except] Etisalat?"

Amin, from Dubai, said he would have liked to call etisalat to resolve the problem, as suggested by the operator "if only they would answer".

Rob, also in Dubai, said: "Who believes this? The issue has been investigated by several experts and all claim it is software so that Etisalat can monitor the BlackBerry traffic".

A twitter user in the UAE, upon receiving a text message, wrote: "Were you trying to apologise for spying on me etisalat? You should know I can't read Arabic text messages."

Repeated attempts to obtain a clarification of the statement from etisalat failed.

Research in Motion, BlackBerry's parent company, also did not respond.

It is time that we have a consumer protection forum in the UAE with adequate powers to deal with institutions like Etisalat, which seem to take their customers for granted.
Krishnan
Dubai,UAE
Posted: July 16, 2009, 18:25

Since last 3 days Etisalat is giving different options but finally today's option worked and it's resolve the problem related to Patch. Below is the process Option - Security Option - Application Permission - click menu - select Module - Select Registration 4.9100 - click menu - edit permission - make Connections DENY - make Interactions DENY - User Data DENY - Save - Let your BB restart. Now you are pain free.
Hetal Shah
Dubai,UAE
Posted: July 16, 2009, 16:38

I thought of buying an iPhone 3G in contract through Etisalat, but dropped that idea and reverted my recommendations to my friends to do the same, after this issue.
Prem
Sharjah,UAE
Posted: July 16, 2009, 16:28

These guys charge so much for all these services and why do we have to wait so long for answers? Isn't it biased?
SANJU
Dubai,UAE
Posted: July 16, 2009, 16:03

My Blackberry storm has gone haywire since I've downloaded that patch last week, other than the usual hotness and low battery life observed by others, my screen stays white most of the time and I need to reboot it again and again to make phone calls. My phone vendor thinks that it is not reparable. I bought the phone for Dh3000, any takers?
Nasser Chhipa
Dubai,UAE
Posted: July 16, 2009, 15:50

I think etisalat should give compensations to its customers ..
Mohammad Al Muhairi
Sharjah,UAE
Posted: July 16, 2009, 15:49

I got the same issue but some way my phone's problem is fixed in this way. I have synced my contacts, calendar, tasks with Outlook; OS reloaded then re-sync with outlook to bring back my contacts, calendar, tasks from outlook.I can feel battery is not running out now.Keep in mind if you use RESTORE option using your old BACKUP file no difference you feel even re-loading OS.
Ahmed
Abu Dhabi,UAE
Posted: July 16, 2009, 15:49

I have Blackberry bold and it works properly here in KSA. I only subscribed Blackberry internet service package provided by local wireless network. Naturally the battery drains or it will last up to approx. 4hrs when using 3G signal into your device.
Lowell
Riyadh,Kingdom of Saudi Arabia
Posted: July 16, 2009, 15:30

Eugene...to which company Etisalat will lose its customers....a monopoly diversified....
Abbas
Dubai,UAE
Posted: July 16, 2009, 15:29

I bought the BlackBerry 3 weeks ago and yesterday went back to the Etisalat booth at Virgin MOE, the sales rep admitted it was an Etisalat issue and management is aware of the problem? He mentioned that we should receive a new patch soon?
Basel Tutunji
Dubai,UAE
Posted: July 16, 2009, 15:28

It is very irresponsible on the part of Etisalat to not give a solution to its customers. Even though they claim that only a minority of their customers are affected, which I don't believe is true, it is their responsibility to help the customers who are affected as it is purely Etisalat's fault.
Anne Fernando
Dubai,UAE
Posted: July 16, 2009, 14:47

As I know only few percentage of people using Blackberry in UAE. I don't understand why media is making this a big issue? Is it worth to make it a headline issue? There are many other boiling issues where the media is least bothered, however for this small issue media is taking big advantage ... I understand there are many other good things from Etisalat which is not at all highlighted?
Haneef
Sharjah,UAE
Posted: July 16, 2009, 14:45

This has solved my problem;Do the ff. steps:1- Options2- click Advance options3- click Applications4- press on menu tab click "Modules"5- look for "Registration" (scroll all the way down)6- click "REGISTRATION"7- press menu tab click "Edit Permissionsâ??8- change the configurations below:Connections -DENYInteractions -DENYUser Data -DENY9 - press menu tab
Vinz
Sharjah,UAE
Posted: July 16, 2009, 14:31

In the past week my BB was extremely upset as it was unjustly accused of being at fault of my limited and disrupted communication.I am now trying to console a feeling as it turns out the actual perpetrator is ETISALAT.
Lady Jedi Vanessa
Abu Dhabi,Germany
Posted: July 16, 2009, 14:15

I installed the patch on my blackberry 8900. It was working fine for a couple of days until I faced the problem of overheating and the battery dies in 3 hours. The patch is definitely the problem. I found out that when I turn off the data services option, which disables all internet services and blackberry messenger from your phone, the battery works fine! Does anyone know why I should have a blackberry without these services?
Julien
Dubai,UAE
Posted: July 16, 2009, 13:20

That's what you get when monopoly controls your communications.Etisalat should open a market and let other operators to compete with price and quality, I am sure community would be happier.
Jarifinn
Ajman,UAE
Posted: July 16, 2009, 13:00

I too have the problem and contacted Etisalat, first they want me to take the backup of the data in the Blackberry and wipe out the data and reload back - I have done twice but still the problem was not solved, then again I contacted Etisalat, then they sent the email to reload the Operating system - then to reload the Operating system the link they have provided goes to the official Blackberry site specially for Etisalat but my problem is not solved yet because the model available in the drop down menu don't have my model because my model not bought through Etislat, Now still I am struck.I have sent my mobile model and O/S details to them but till now there is no reply from them
Ramu
Dubai,UAE
Posted: July 16, 2009, 11:56

I too have been effected. I believe it was an accident. I nearly bought a new battery but didn't, I think many people did. Perhaps if Etisalat offered the victims 3 months free subsciption by way of an apology it may soften the blow and be good for them in what has been a total PR disaster. Just a suggestion.
Paul Devine
Dubai,UAE
Posted: July 16, 2009, 11:26

Etisalat proved AGAIN that it is one of the lamest telecom companies in the Gulf. At least, APOLOGISE to your customers and help them fix the trouble that you ensued on them. Do you think people will trust any new updates sent by you?
Sultan Al Khalidy
Abu Dhabi,UAE
Posted: July 16, 2009, 11:18

Tried all of the suggested methods to correct my Blackberry but i still have a very hot phone that only lasts for 3 hours if i use it or not, only option now is to buy a new phone and i am sure it will not be a blackberry.
Gary Noble
Abu Dhabi,UAE
Posted: July 16, 2009, 11:15

Forget it; whatever you do, it will fall on deaf ears. In my experience their engineers close calls without even calling customers to check if the problem is resolved or not. Lucky that I have seen the message to update but was too busy to patch.
A. Romaithi
Abu Dhabi,UAE
Posted: July 16, 2009, 11:03

I have a Curve 8900 and installed the patch last week. Have not seen any enhancement or decrease in performance. My berry works perfect.
Rui Monte da Silva
Dubai,UAE
Posted: July 16, 2009, 10:53

3Weeks ago blackberry has lost all connections ,when i called ro ask what is the prb they said its a net problem and it will be solved shortly ,i never heard this before .Now and for the last 2 weeks my i have to charge my blackberry atleat 3 times a day ,its impossible ,i work with it i cant keep on looking for a charger where ever i go ,a solution has to be found ,,,Its ridiculous when they give us wrong explanations when they know that no one will believe it ,
Siham
Dubai,UAE
Posted: July 16, 2009, 10:41

Have this update on my phone, battery life is now varying from 3 hours to 6 hours. Please can they sort it out. Have tried everything, reinstalling OS, etc and nothing is helping!
Vaughan S
Dubai,UAE
Posted: July 16, 2009, 10:25

The blackberry is not functioning meanwhile Etisalat is not admitting, they do not respond to any complain even in writing, we have requested a refund for the amount for non delivered service with no response since Feb, April , like any other case with other services.
I. H.
Abu Dhabi,UAE
Posted: July 15, 2009, 17:26

I have contacted etisalat just now and you know what they give solution to solve this problem? Go to option> advance option> and go to registration and deny all permissions. Come on! This we have done it since days but this is not solution for the patch...they have to look permanent solution for the same.
Dipen
Dubai,UAE
Posted: July 15, 2009, 16:26

This is unacceptable! I have a 2mb internet connection at home that runs like 56K dial-up service...and now this? I was so happy that I had a device that cannot be violated by anyone... and now etisalat has found a way to destroy it...What's next...?
Basheer Barakat
Abu Dhabi,UAE
Posted: July 15, 2009, 15:46

I have suffered from this problem and am currently on a business trip to Beijing and have had to turn off my Blackberry. The company I work for and partly own is classified as an important client of Etisalat so I thought i would not suffer from misleading info. This was not the case as the tone of the response was as though they were unaware of any problem caused by them but he did give three possible solutions including to wipe the phone. I did this last night but to no avail, my battery still drains and overheats even when the phone is turned off! This is a disgrace and we need answers as to what they were doing in the first place and why they are denying having caused chaos.
Wilfred
Dubai,uAE
Posted: July 15, 2009, 15:15

I had the same problem with the patch. What i did was delete the patch from my system and then formatted my blackberry. So far my battery is working fine, also the netowrk seems fine. Option 2 would be to go to any blackberry care center and get the system downgraded again, but that would cost around AED 200. Try these options and hope for the best.
Vishal
Dubai,UAE
Posted: July 15, 2009, 14:51

This situation worries me a lot and I would appreciate it if GN can get to the bottom of this story. This is a big problem to me as I have been a subscriber with ETISALAT for over 2 yrs and use my Blackberry daily.
Kobus
Dubai,UAE
Posted: July 15, 2009, 14:14

There is no comment as provider etisalat is silent. Customers need to solve this problem.
Monowar
Abu Dhabi,UAE
Posted: July 15, 2009, 13:37

I was facing the same problem with my Blackberry Storm. As per the instruction from the etisalat, I solved the problem by "Removing the battery in "ON" condition and fix it back after 5 minutes". Now my mobile is working properly. Anybody facing the same problem can try the same.
James Cyriac
Abu Dhabi,UAE
Posted: July 15, 2009, 12:18

To remove or disable the patch follow these instructions: Go to: Options - security options - applications permissions - press menu button and go to Modules - go to 'Registration' and press menu button. Either edit the permissions to deny everything or delete the application.
A Reader
Dubai,UAE
Posted: July 15, 2009, 12:08

I have blackberry Pearl 8100 and I received a patch file from Etisalat which I installed it on my device.But I can see no difference in the performance.Till now the device works perfectly.
Mukhtar Ahmad
Ras Al Khaimah,UAE
Posted: July 15, 2009, 11:00

Please etisalat do something before you lose your customers.
Eugene
Dubai,UAE
Posted: July 15, 2009, 10:22