problems with customer service: my phone is not working!!

Hardware Librem 5
1

Hi.. my phone is shutting off during calls, drops phone service all the time during and not during calls now.

I emailed hardware and software—-hardware actually responded and sent it to software… Software has not responded to either.

Customer service is 6 months out on responses or more. What the hell?

I can’t even get a response to “send the phone in”…or try a b or… x…..

This is super stressful…I had such high hopes, but after 1.5 years…. I may have to throw in the towel.. So disappointed.

Any suggestions?

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2

For a start, supply information:

  1. your country
  2. your modem model
  3. your mobile provider
  4. whether VoLTE is required by your provider
  5. whether you have VoLTE enabled
  6. whether calls worked previously with the provider
  7. whether the modem connectors are intact and still attached
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Hi,

Thanks for responding… will try to answer these questions.

  1. US
  2. 0
  3. At&t
  4. says lte; signal strength 57%
  5. no idea how to find this…it’s not showing up in a search or in settings…..
  6. yes calls work, still work sometimes… but it will turn off randomly; lose service and regain service randomly….sometimes the battery will show a massive loss of power; after taking it out and restarting it’s back to normal
  7. no idea…how do i find this

Thanks.

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4

What is your support ticket number?

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5

Should be BM818-A1 (North America variant); but you should be good unless you bought your phone from a private party, who could theoretically have sold you a Europe or Asia/Pacific variant. Since calls were working previously, you must have the North America variant.

That’s not related to VoLTE (Voice-over-LTE calling) technology; that reading is referring to mobile signal strength and network generation - “..G” (i.e. 4G/LTE).

Like all other U.S. carriers, AT&T requires VoLTE/“HD Calling” for calls to work, specifically, the version approved by AT&T, as they whitelist (or blacklist) devices. In fact, they won’t activate non-approved devices, and usually retro-ban non-approved devices (for calls, at least), once they detect the IMEI.

BTW, typically, AT&T disallows the BM818 modem, although some here have reported they’re successfully using them, or a related MVNO, as their carrier. And Purism’s AweSIM/SIMple plans oddly use AT&T without problems.

You have to install the BM818 Tool app (a separate app), and enable VoLTE, then restart. It should be in the Software app, or you can use the terminal to install it: sudo apt install bm818-tools

See above.
And the battery issue would be an unrelated problem.

You would need to unscrew a few covers inside the back to view the modem and see if its connectors are loose or detached. Caution: they’re very delicate and easy to break.

P.S. Once you install BM818 Tool, enable VoLTE, and restart, relaunch this app and check the date on the firmware version. It should show “…220930…” or later. (I think 220930 is the latest, though.)

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I’m also assuming you’re running PureOS byzantium (which is the current version), not the old amber, or the upcoming crimson (which hasn’t been officially released yet, but is avilable as an alpha build).

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Thanks…this is a lot to try, thank you. I am using At and T through the awesome/simple plan… from purism.. and it was working before.

I just wish purism was actually able to be reached now…before they would actually respond…this is just ridiculous…would love to ask them about this!!! will try your suggestions.

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yes byzantium…

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9

ok…will attempt the other suggestions first….lol

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10

Did you answer the question above (post number 4), preferably by private message, regarding your ticket number. JCS works for Purism and can give Purism Support a nudge and/or review the case so far.

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