Android App says no internet connection available while on t-mobile

[ddkurowski]

Hello! 

Wanted to post here since so far i've been unable to find anything else online to see if anyone is having the same issues i'm experiencing. I noticed today that i'm unable to get a connection on the spotify app. Here's some info:

Phone: HTC One M8

Android Version: 4.4.4

Spotify Version: 1.5.0.739

APN: fast.t-mobile.com

Attempts to log out and log back in are unsuccessful as when i try to login, it says that there's no internet connectiona available. I've tried resetting the cache and rebooting the phone, i've tried a restart of the device and that didn't resolve the issue either.

The only thing i know of that's changed recently is my M8 received the KitKat 4.4.4 update. If i connect to wi-fi then i'm able to stream music just fine no problem, it's whenever i try to do it over cell is where I run into problems.

Has anyone else on T-Mobile been having any issues as of late with streaming anything on Spotify?

[Upset]

Sent the below email a week ago - nothing



Hi Nicholas, (CEO) cc chug

I am SO sorry to have to bother you about this re: Spotify Customer Service.

I love Spotify, I love the brand, and being so, I LOVE THE TEAM.

However, Spotify really let me down the past month and a half.

There's a known issue around connectivity on HTC One M8 Devices on Tmobile - there's an entire Spotify support thread on it - but there's no spotify rep. Everyone is on their own and we can't get any support/help whatsoever. Link to thread -https://community.spotify.com/t5/Ongoing-Issues/Android-T-Mobile-No-Internet-Connection/idc-p/996734...

Chug Abramowitz and Charlie Hellman have been absolutely useless - ignoring my emails and just forwarding them to support to answer. I hope you understand that there's a large customer base that's growing increasingly frustrated and there's been no communication whatsoever from anyone. The Social Media and Customer aspect of the company is TERRIBLE and I'm not the only one complaining - as you'll see in the thread.

I keep getting the generic "we'll let you know when we have a fix" is not a correct answer Nicholas.

I love the brand and the product - please make it right. I've gone in every direction to get help for this customer base and each time has been met with slow/unresponsiveness.

Do you not care about your customers? I know 9.99 isn't much in your eyes as the VP of Spotify who looks down on plebes like me, but to pay that for a product that doesn't work isn't acceptable.

Please let me know if there's any more information I can pass on. I hope this gets sorted before I need to make a big noise.

[Gb1rdx]

I'm really glad you sent this email. I, like you and many others, also love the product and the brand and feel we've been left in the dark for too long. I hope that your email brings us some resolution, and quickly. I've continued to pay for Spotify in hopes that they'll resolve the issue, as it is completely unacceptable. I've also sent tweets to Spotify and their support team. The support team seems to want to help, but their fixes are never more than temporary. Keep fighting the good fight and let's fix this so we can all continue to enjoy the service we love!

[Gb1rdx]

Have you tried doing a soft reset? Hold down power button and volume up button until phone resets. I hadn't until moments ago when I was advised to do so by htc customer support. For all I know, it'll be a temporary fix but it's worked for 15 or so minutes so far. Which, sad to say, is longer than I've had Spotify working off wifi for the last two months.

[Gb1rdx]

Sorry nevermind. The problem persists.

[Upset]

got this yesterday -

Around 12pm PST would work well for us if that's good for you too. Could you please send over the best number to call on at this time?

I spoke again to David from our Android team, he's been looking into this and has asked if we could gather a little extra information: Would you be able visit the website "test-ipv6.com" from the browser on your phone and make a note of the results?  Once you have those, could you install the "Ipv6 and More" app from Google Play, and send us a screen capture of the two tabs "My v6" and "Health"?

If you have trouble with any of this then don't worry, we can go through over the phone tomorrow.

Thanks again.

getting on the phone with them tomorrow at 9am 12/24

[Upset]

Update - The call was useless. They called to tell me that they we're working ont he issue and thanks for the help.

I Sent them IPV6 screen shots via the app and others, COMPLETELY USELESS

asked them for a response from Nick or Chug, NOTHING.

WHAT IS GOING ON.

[Upset]

Sent another email to the CEO/Head of product. This is my THIRD EMAIL WITH NO RESPONSE FROM THEM.

to support, Nicholas, Charlie, Chug

Hi Team,

I hate to do this again, but it's that time of year.

Where is the update? Where is the communication with the Spotify community. You no doubt know that this is a big issue now with Internet Connectivity.

Can we run through how customer service works again please? I'm the customer and you're supposed to service me/product if something goes wrong, correct?

Is there a reason for the stonewalling? Is it that you don't have it worked out? Is it that you're just trapped under all that money 🙂 and letting your low level employees deal with the blow out?

[Upset]

Rorey - Thanks for at least making it known that there's a problem. The others who work for Spotify are not as communicative as you, even though it was a canned response.

Spotify for music is quickly turning into Comcast when it comes to customer service, something I don't think the Customer Service Team would be happy to be labeled as.

I think it's a bit silly that I and others have had to persist on this board for so long to get a short reponse like the one you gave us.

At this point I can probably give a better update than yourself.

Manny told me - 

Dec. 25th - JUST RECIEVED a test HTC ONE M8 Device running on TMOBILE

Dec. 25th - Was finally able to replicate the problem

January 1st/2nd - We're working on it.

How is it that it took you guys THAT LONG to get a tester device to work? I did 80% of the screen shotting and trouble shooting for you. 

Rory - It's not your problem, but I think it's good if you could give us a little more insight into the following three points -

1. Why has it taken so long for a Spotify Response?

2. Will Spotify REFUND ALL USERS FOR THE MONTHS WHERE THE PRODUCT WAS NOT WORKING PROPERLY?

3. How will you prevent something like this from occuring again in the future?

[Gb1rdx]

Yeah this is ridiculous. Thank you for continuing to push them to fix this.

[christels]

Yes thank you! It's ridiculous I have to change the APN EVERY time I use Spotify. Or that it still goes out randomly even when I do change it at times.

[chinicuil]

I've been waiting for 2 months for them to come up with a fix. I sent an email to customer service to see if I could get an update, they never replied. The only response I got was via Twitter "we're still working on it". I'm done. I've been a customer for a long time and paying for something I can't use is frustrating for the customer and fradualent for the service provider. So long Spotify, hello Google Music.

[Upset]

agreed that it sucks

I've been doing the same and posting the updates here for everyone to see.

Other than that, I'd like to start a petition letter for everyone to sign who has been affected. Hopefully everyone can get refunded for the defunct couple months.

[Upset]

Nothing here yet! Meredith said the fix was done by ipv6 to ipv4...we've been down that road...100000000 times.

We need a real fix.

[isaacb]

I've found that turning off/on mobile data fixes the problem, at least temporarily.

Has there been any news on this issue?

[Crazednovelist]

THIS fixed my problem! Thanks. 🙂

[chinicuil]

As far as I can tell there have been three updates to the APP since this issue started for me, none deal with this problem. Last I heard from them was January 16th.

"Hi there,

Thanks for getting back in touch again.

Apologies for the delay in getting back to you.

We haven't forgotten about you, and are currently working on this issue, so if you could just bear with us for a little longer while we look to get your issue resolved, that would be much appreciated!

We will be in touch again as soon as we can.

​Regards, and thanks again 😉

Luke

Spotify Customer Support"

[ddkurowski]

Little update on this from my end.

I got the Lollipop 5.0 update this morning on my T-Mobile M8, and so far on the default APN I've been able to stream music on spotify without any issues. I'll be watching to see if it stays working fine over the next couple days, but so far it's appearing like it was something to do with the 4.4.4 update that hosed ipv6 streaming.

If you have an M8 on T-Mo you should be able to grab the update now.

[HubbzZ]

Yes confirmed it seems like the lollipop update fixed the issue. I listened to music all day at work on my phone with no issues. I had the offline mode problem too. Maybe it was an android problem after all and not the app. Oh well!

[Daniel]

I'm interested to see if more T-Mobile users on the M8 have found that it's now working since HTC & T-Mobile update pushed recently to 5.0.1?

[meahtenoha]

Hey folks! If you're on T-Mobile and you're using an HTC One M8 we'd love for you to be a part of a small beta group. If you're interested please sign up right here.