Surface Duo 2 firmware updates stopped

[AbdyMcHamid]

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

[James_B]

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

[GarethHewitt1]

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. 

[James_B]

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

[GarethHewitt1]

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?

[AbdyMcHamid]

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

[James_B]

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

[GarethHewitt1]

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.

g

[AbdyMcHamid]

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

[GarethHewitt1]

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. 

g