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Airplane mode enabled randomly - Still in ALL releases - aka CDMA lockup, Stuck Up Arrow. There is no 100% effective solution for everyone. Phones have a defect that prevents making and receiving calls without warning. Reboot recovers it.

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Patron

Airplane mode enabled randomly - Still in ALL releases - aka CDMA lockup, Stuck Up Arrow. There is no 100% effective solution for everyone. Phones have a defect that prevents making and receiving calls without warning. Reboot recovers it.

Final Update 6DEC10 - switching to Verizon

I have seen that this problem still exists with both of my Moments on the latest software (installed as instructed at the update site). I believe that this problem has not been taken seriously by Sprint or Samsung. 

My experience with the current software shows that they are trying to recover from this bad radio state rather than fix it, as evidenced by an unusable radio for up to 10 minutes.  Their software recovery method does not always work, even after an hour of leaving the phone to manage itself.  A reboot has all but one time fixed it (with the latest software). The one time it didn't work I had to reboot twice. Toggling Wifi can still make this happen. 

Whatever the reason (hardware or software), Sprint hasn't handled this problem well. Samsung apparently thought this design problem was acceptable. Given the plethora of Samsung device problems I've heard about for their other phones, I think Samsung has some growth opportunities in the realm of Android phone design, and I am steering clear of them for a while. 

I have decided to solve this problem by taking my business to Verizon, after 12 years with Sprint.  I will be paying cancellation fees for my contracts and paying for new phones in order to have phone service that meets my expectations (phones that make phone calls!).  Up until May of this year I always told people that Sprint has good service (coverage, customer, support) as long as you don't change anything, i.e. it was worth the money. 

Unfortunately, I can no longer say that.  I won't recommend Sprint anymore. Their policies to retain customers appear to have shifted some time in 2009, and this is actually the second time their device replacement constraints have negatively affected me.  It's a different company from my perspective.

Verizon Droid 2 Global and Droid Pro - first week - faster data, (obviously) faster phones, Android 2.2, can use WiFi anytime I want.  Finally.

Good luck to all. Hopefully your continuing experience will be better than mine.

7NOV09 - Posts alerting Sprint to this problem
26JAN10 - Sprint continues investigation, CL14 has (unadvertised) fix (chipset problem)
11AUG10 - Sprint unofficially says Sprint and Samsung is working in the lab to solve it, mentions that customers are critical to Sprint creating a better product

Past info from this thread:

Day 2, noticed that the top bar area is showing an X in the signal bars, and the radio is off (phone info shows this).  Airplane mode is also periodically marked as enabled, turning it off worked one or two times to re-enable the radio, so I could make phone calls.  Usually it does not.  Power cycling the phone worked twice, but now it's not working at all.  Phone isn't able to make phone calls or do data.


When trying to make a call, it says "To place a call, first turn off Airplane mode.".  Going to Settings - Wireless Controls - Airplane mode is not selected (no green arrow). Holding the power button down shows "Airplane mode is OFF".


Service state in Settings - About  Phone - Status - Service state - shows "Radio off".


Some others on other forums have run into this as well.  Anyone know of a way to resolve this (besides get a new phone)?

Updating the top of this thread 2SEP10 to make it more obvious (like it needs that) -


So it's been 9 months since I highlighted this problem (which to be fair, the above issue started as a normal airplane mode problem but ended up killing the hardware completely).  I am now on my 7th Moment (9 total for my family) and they have ALL had this airplane mode problem at least once. My latest phone locked up within an hour of getting it from the store.


In order to bypass the "third party app" generic excuse, when I'm ready to try my luck again, I factory reset my phone, just toggle WiFi, then move around on Google Maps (use data).  Every unit locks up, usually within an hour.  Then I show up at the store with my phone locked up, loaded exactly the way they gave it to me, and the salesman and I both act shocked that my phone is locked up. Given that I've had so many of these replaced, they're giving me new units as replacements. Appbrain is your friend.


I too have been threatened with a device downgrade (Hero or Intercept) as a reward for paying $500 for two defective phones.  It appears that there's no benefit to Sprint to take 4G phones away from people that want to pay for them, as I've called Sprint (normal and retention) and talked to retail salespeople (manager and assistant) and they have assured me that there is absolutely nothing anyone can do to give me a phone that is as good or better than the Moment. Apparently "a 4G phone is too big of a step up" compared to the trouble that I'm having....


Since these replacements are being handled by the manufacturer's warranty, and that's up in another 3 months (for me), I've got a small window to make some decisions.  A friend told me that the cost of Verizon's plans are now about par with Sprint's.  If I'm going to have to pay for a replacement phone, I might as well try another CDMA carrier after 12 years with Sprint.

Message was edited by: GregNx

453 REPLIES 453
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Journeyman

Have you not learned a lesson? Do not buy anything as soon as it comes out.

Do not keep a hardware that is not doing what it is supposed to do. Return all your Moments to Sprint.

If they get all Samsung Moments returned to them then they will think twice about not fixing the issue.

As for me I ran into the airport issue on my 2 Samsung Moments phones and exchanged them for HTC Hero within my 30 day period  (2 months back). I also thought about waiting for Android update, that it might fix the issue but thought what if it does not? I am very glad I did the switch.

Again to all of you who have the Samsung Moment I suggest you call Sprint support and tell them that this is unacceptable and that you want the phone replaced. Ask them to exchange the phone under 1 hyear warranty. Even if Sprint is exchanging one Moment for another Moment, if they get enough of this from customers then they will fix it. One thing is sure, Sprint will not do anything if all you do is post a reply here.

Let them know that the issue is causing you pain, have them feel some of it.

NR

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Sprint Product Ambassador

Hi!

We are working on collecing more information to  help troubleshoot this.  I've created a quick form to collect this data  - please, if you are experiencing unwanted Airplane Mode on your  Samsung Moment, take a moment and fill in this doc:

http://spreadsheets.google.com/viewform?formkey=dGRwNE9kZnVFVDlhM1hTLUhmQ2ItcXc6MQ

Thank  you,

Will

Product Ambassador, long time Sprint employee
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Wizard

We were asked to help collect data about this issue.  Please see this post  - http://community.sprint.com/baw/message/175496#175496

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Patron

Looks like using Bluetooth a lot can increase the occurrence for me.

No Wifi, no bluetooth: once a week

No Wifi, bluetooth: once a day

Wifi, no bluetooth: once every few hours

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Journeyman

Hello sorry to hear about your problem. My first moment went into airplane mode atleast 4 times a day but after getting my first replacement i have not had this issue. Not all moments have this issue or the same rate of occurence. The reason this happens is because there is a problem with the signal handoff. Signal handoff is when u go from wifi to evdo(3g) or from evdo to 1x(basically 2g) or vice versa. Whether this is a hardware or software issue is unknown. The good news is the moment 2 redubbed the samsung intercept is coming out july 11 and because this is a known issue it would probably be pretty easy to get a free upgrade to the intercept. That is if u have insurance and gotten a few replacements.  

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Journeyman

Thanks for all the information.  I bought the Moment today, 4 June 2010.  It went into AM (airplane mode) pretty soon after I activated WiFi and put it down for yeah, a few hours.  Could not make any calls bec/ no service was available.  I have disabled WiFi, removed the battery pack and the phone seems to be fine.  It is only 1/2 hour in though.  Now I'm angry that this seems to be such a persistent problem with the Moment, which really seems to be pretty nifty. 

Not sure when the update happened, but I assume my phone came WITH the update.  If the problem persists and Sprint does nothing about it, I suggest everyone file a complaint with the Better Business Bureau and on CNET.com. 

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Journeyman

I got my Samsung Moment when it came out with 1.5 (Feb 2010). I was under the impression the 2.1 upgrade would fix it but the problem is still there. Sprint honestly just needs to offer people with this problem a free upgrade to an HTC Evo and not charge the 4G fee since we've been provided faulty phones and should not have to do anything to change our plans.

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Journeyman

I have had that happen I turned my phone off and took out the battery and put it back in turned it on and it worked fine. It hasn't done it again.

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Journeyman

EXACTLY my issue.  This is my second Moment as well.  Having them reflash it hasn't fixed it, having them replace it hasn't fixed it.   If you go into the store, they play dumb and say "There's no known issues for this phone".  They obviously have no intent of fixing this.  I emailed them, and they basically told me "Oh, you can get a new phone...but you'll pay retail"

I'm a fairly new Sprint customer, and I am NOT impressed.

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Journeyman

"Sprint honestly just needs to offer people with this problem a free  upgrade to an HTC Evo and not charge the 4G fee since we've been  provided faulty phones and should not have to do anything to change our  plans."

Here here!   I'd even settle for a free "upgrade", as in, I pay the $199 or whatever for the Evo, and renew my contract...but they aren't even willing to work with me on that!

Come on Sprint...you need to fix this.

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Journeyman

My wife and I both have Moments. Hers has some problems, but not the aiirplane mode issue. I get the airplane mode problem sporadically, but frequently (she always asks me why I'm not taking her calls or aswering text msgs:). I bought a Hero when it came out by battery sucked so I sswitched to the Moment.. I figured if battery sucked on iit, at least I had a keyboard. I've been waiting for this upgrade for a while. I wasn't aware of this forum and every time I gooogled 'android 2.1 for moment' I got old 'rumoor' articles. I just found out today that this was available last month!! Why didn't Sprint sendd out text msgs telling all Moment owners the update was available? Did anyone get notified?

I'm getting ready to upgrade as soon as my phone charges. Bummed that this airplane mode issue isn't fixed. I read other posts that bbluetooth played into this. I just bought a Jabra bluetooth speakerphone and have random issues with it. When a call ends, the Jabra doesn't know it and keeps the calll open so neither my wife or I can make/receive calls. Sometimes my phone shows I'm conneccted to it, but I'm not and I have to power everything down. Anyone else having similar issues? Trying to figure out if I need to return the Jabra or if it's just my phone.

UGH!

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Journeyman

You recently bought our phone??  Great!! My suggestion:

(1) return the phone.

(2) drop Sprint!  Go with a competitor.. Anyone else is better than Sprint

Come on Sprint!  I have had the same problem since February when I purchased the phone.. WHEN IS THIS GOING TO BE FIXED?!?!?!?

WE ARE EVEN STILL WAITING FOR 3G SERVICE HERE IN FLAGSTAFF..  STOP THE LIES THAT STATE "WE HEAR IT IS COMMING NEXT MONTH.."  SHOULD I FILE A BBB COMPLAINT?!?!?!

I am geting sick of all of this!

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