topic Re: Surface Duo 2 firmware updates stopped in Android Devices

Surface Duo 2 firmware updates stopped

AbdyMcHamid — Thu, 27 Oct 2022 20:12:47 GMT

Hi, does anyone know what's going on with Android updates for the Surface Duo 2, mine seems to have stopped in July! I know Microsoft have released 2 updates since then! Does EE have to approve these before they get pushed out?

Android 12L just got released but no sign of it on EE

Re: Surface Duo 2 firmware updates stopped

James_B — Fri, 28 Oct 2022 07:34:46 GMT

Hi @AbdyMcHamid,

Welcome to the EE Community. 🙂

All firmware updates are pushed to your device by the manufacturer. You'll receive a notification on your device as soon as they make it available.

James

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Fri, 28 Oct 2022 07:45:11 GMT

Same with me.

Surface duo 2 is stuck on July update, and keeps saying its up to date even though there are new releases its not finding.

I'm not sure what to do.

Re: Surface Duo 2 firmware updates stopped

James_B — Fri, 28 Oct 2022 07:46:43 GMT

Hi @GarethHewitt1,

Welcome to the EE Community. 🙂

You don't need to take any action yourself. You'll receive a notification when the manufacturer makes the update available for your device.

James

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Fri, 28 Oct 2022 07:58:43 GMT

Yes. But it's stuck on July.
There have been two updates since then and none have come through. Where as
other people in the UK with surface duo 2 have got the update.
So something seems wrong?

Re: Surface Duo 2 firmware updates stopped

AbdyMcHamid — Fri, 28 Oct 2022 08:25:39 GMT

I do agree and have the same issue as with @GarethHewitt1

I read that in the US the carrier needs to approve updates, has EE stopped approving these? It would be great to keep the phone (less than a year old) up to date especially security updates - have checked there were updates in Aug, Sept and then Android 12L in October!

Microsoft update page

Thanks

Re: Surface Duo 2 firmware updates stopped

James_B — Fri, 28 Oct 2022 14:32:50 GMT

Hi @AbdyMcHamid and @GarethHewitt1,

Have you tried contacting Microsoft support to see if they can give you any timescales for rolling out the update?

James

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Fri, 28 Oct 2022 16:06:38 GMT

What do you mean @James_B ?

Microsoft have already released and rolled out the android 12l update? The only thing that can be delaying that is the carrier - ee in this case? Also they released updates in august, and we still haven't got that either - it's stuck on july.

Re: Surface Duo 2 firmware updates stopped

AbdyMcHamid — Sat, 29 Oct 2022 11:31:54 GMT

How do we escalate and get this reviewed by EE tech support?

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Sat, 29 Oct 2022 12:41:06 GMT

Yes - can we escalate @James_B? It shows you as working for ee support?

Can we escalate for some ee tech to look at, as it looks like ee have stopped, or neglected, to approve the last few months of updates from Microsoft? Everyone else on other networks seem to get the update fine.

Re: Surface Duo 2 firmware updates stopped

Jon_K — Sat, 29 Oct 2022 13:25:14 GMT

Hi all,

I'd recommend reporting this to our Tech Gurus.

They'll be able to look at raising an investigation ticket.

Call our Tech Care team and they can help you.

Jon

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Sat, 29 Oct 2022 17:11:46 GMT

How do we do that?

Is there an email? I'm not spending an hour navigating some call center, I don't even know the number.

Can't you notify the tech support? Presumably its a related team to the support team you're on?

Some help would be appreciated seeing as it's clearly not working. Thanks

Re: Surface Duo 2 firmware updates stopped

Christopher_G — Sun, 30 Oct 2022 09:03:04 GMT

Hi @GarethHewitt1

As @James_B said, All firmware updates are pushed to your device by the manufacturer. You'll receive a notification on your device as soon as they make it available.

If you would like to discuss this with EE further, there's a live chat service on our contact us help page.

Chris

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Mon, 31 Oct 2022 15:17:50 GMT

The live chat is unavailable - any idea when that'd be fixed?

Also, as said before by every commenter here - it's not just the manufacturer pushing the updated directly. It always has to be approved by the carrier - ee here. And it's obvious something has stopped working as the manufacturer (Microsoft in this case) has pushed 3 updates since july, everyone has them apart from us on ee. So this is an ee problem, and something you guys should be fixing as we're stuck on an old update presumably because ee hasn't got round to approving the later updates yet.

Re: Surface Duo 2 firmware updates stopped

Helsen — Mon, 31 Oct 2022 15:34:19 GMT

I've messaged live chat and awaiting a response. If I hear anything I will post here

Re: Surface Duo 2 firmware updates stopped

Helsen — Mon, 31 Oct 2022 15:44:48 GMT

Here's what livechat had to say..

Re: Surface Duo 2 firmware updates stopped

Helsen — Mon, 31 Oct 2022 16:57:54 GMT

@AbdyMcHamid @GarethHewitt1

I spoke to Microsoft via their livechat, should have more info tomorrow

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Mon, 31 Oct 2022 16:58:58 GMT

Thanks. But I can't see that. It just has a picture of a triangle...

Re: Surface Duo 2 firmware updates stopped

Helsen — Mon, 31 Oct 2022 17:49:24 GMT

@GarethHewitt1 ah sorry, it says they have raised the issue to a higher support tier and will get back to me tomorrow.

It took about half hour wait to speak to Microsoft, but they seemed unaware of the issue.

I also spoke to ee support who stated that updates are set to auto approve so it is not an ee issue...

Re: Surface Duo 2 firmware updates stopped

GarethHewitt1 — Mon, 31 Oct 2022 18:04:43 GMT

Awesome, thanks for letting me know.

Would be great to be sorted soon.