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

[Jon_K]

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

[GarethHewitt1]

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 

[Christopher_G]

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

[GarethHewitt1]

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.

[Helsen]

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

 

 

[Helsen]

Here's what livechat had to say..

 

[Helsen]

@AbdyMcHamid @GarethHewitt1 

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

 

 

[GarethHewitt1]

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

[Helsen]

@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... 

[GarethHewitt1]

Awesome, thanks for letting me know.

Would be great to be sorted soon.