topic Re: Huawei & Android: The latest from O2 in Welcome & News

Huawei & Android: The latest from O2

Chris_K — Fri, 31 May 2019 18:00:06 GMT

Hi everyone,

As most of you will have seen, Huawei has been in the news this week and we’re here to update and reassure our customers who use Huawei or Honor devices. This week the US Commerce Department has granted a temporary license restoring Huawei’s ability to maintain existing networks and provide software updates to existing Huawei handsets until August 2019.

We’re continuing to monitor the situation to understand any and all potential implications for our customers and we’ll update this thread with the latest information.

The situation for existing customers

Huawei has indicated that for existing Huawei and Honor devices which are currently on the market, things will stay the same for now and the phones will continue to operate normally, including access to Google services such as Google Play, Gmail, etc. Huawei has confirmed these devices will continue to receive security updates from Android and will be covered by Huawei’s after-sales service. Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

The situation for new/future customers

For anyone considering purchasing a Huawei or Honor device, we want to help you understand the current situation as best as we can, from what Google and Huawei have made public so far:

To date, Huawei has not confirmed the availability of future Android updates for their devices.
However, the US Government has issued a partial and temporary license (expiring 19 August) which permits Huawei to provide service and support, including software updates and patches to existing Huawei devices that were available to the public on or before 16 May.
Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

In all cases, we continue to analyse the situation closely. We will be in permanent contact with Google and Huawei, in order to share with our customers any additional relevant information.

We understand many of you have some specific questions, so we’d like to cover these below.

I am an existing Huawei smartphone user, what does this mean for me?

Your device will continue to function as it does today.
All the Google services and apps will continue to function and you will be able to download & update applications from the Play Store.
Huawei will be able to issue Android security updates based on patches provided by Google.
Based on the current situation, availability of software updates (including bug fixes) after 19 August 2019 cannot be confirmed.

*The information provided is based on Huawei's statements.

Q. I am thinking of purchasing a new Huawei smartphone from the current available range, what does this mean for me?

Your device will come with full current Android software, including all the normal Google applications.
All the Google services and apps will continue to function and you will be able to download & update applications from the Play Store.
Huawei will be able to issue Android security updates based on patches provided by Google.
Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

*The information provided is based on Huawei's statements.

Can I return my Huawei/Honor device for a refund or exchange as a result of this issue?

Yes, if you’re within your 14-day Change of Mind period. If you’re outside of 14 days, you will not be able to return the device for a refund on the basis of the current situation while your device continues to work as it should. We will continue to monitor the situation and advise customers if things change.

What about Honor products?

Honor is not officially included in the list, but as a Huawei subsidiary and as confirmed by Huawei and Google, it is likely that Honor is impacted in the same way as Huawei.

Will Google Services continue to work on existing Huawei phones?

Google have publicly stated “We assure you while we are complying with all US gov't requirements, services like Google Play & security from Google Play Protect will keep functioning on your existing Huawei device.”

Will Google apps/services continue receiving updates?

Google and Huawei have confirmed for now that Google apps will continue being updated through Google Play. Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

I heard that Huawei have been granted a 90 day license extension, what does this mean?

The US government has issued a partial and temporary licence (expiring 19 August 2019) which permits Huawei to provide service and support, including software updates and patches to existing Huawei handsets that were available to the public on or before 16 May 2019. Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

Re: Huawei & Android: The latest from O2

viridis — Thu, 23 May 2019 09:39:19 GMT

Thanks for the clarification on O2s policy on this @Chris_K
Hopefully will advise a few customers better than the media hypefest

Re: Huawei & Android: The latest from O2

gmarkj — Thu, 23 May 2019 09:44:50 GMT

Thanks for confirming what most of us thought @Chris_K.

Re: Huawei & Android: The latest from O2

Glory1 — Thu, 23 May 2019 10:46:26 GMT

Thanks for the update @Chris_K, it was as,I expected. O2 are between a rock and a hard place if the situation, not of their making, nor Google's to be honest, escalates.

Let's hope wiser heads prevail and it all sorts itself out, or Trump actually listens to his advisers!

Re: Huawei & Android: The latest from O2

Cleoriff — Thu, 23 May 2019 11:05:31 GMT

Thanks for this @Chris_K

We will be able to direct everyone to this thread now

Re: Huawei & Android: The latest from O2

welshsteve76 — Thu, 23 May 2019 14:58:10 GMT

Thanks @Chris_K . As a Huawei owner I am obviously concerned, so this thread is extremely helpful and means I don't have to trawl through the "other" thread for useful info.

My biggest concern is my use of apps that could potentially be exploited such as Google Pay, and any other app that could be exploited to gather my personal info. I guess we'll see what happens after this "grace period".

Re: Huawei & Android: The latest from O2

jcf224 — Fri, 24 May 2019 06:19:55 GMT

There needs to be something done about this by a consumer protection body or similar. "If" things do not improve and Huawei phones cease to be supported a lot of people are going to be £100's of pounds out of pocket. It's alright to say we have nothing to worry about until 19/08/19 but there's no guarantee that things will change after that. In the meantime there's nothing you can do if you have passed your 14 day return period and that's what needs reveiwing under these circumstances. While it is not o2 or other networks fault regarding the Huawei issue, equally it is not the consumers who have bought these products. The networks aren't going to lose out as much as everyday people are especially if you have only just got a new phone due to them only being recently released. You have either bought it outright or are going to be paying for it for up to 3 years when it could be potentially worthless and by the looks of things at the moment you cannot get a decent return for trade in or renewing on o2 refresh. Since yesterday they have knocked another £175 off the trade in value and are now offering a scandalous £100 for the P30 Pro that's at least £300 they have knocked off the trade in value just over the last couple of days. The P30 Pro costs well over £800 and has only been released recently released and it's value has lost over £700 according to o2 recycle just in this week. It is not right that myself and others should have to pay the full price for this phone if we want to change to something else or even if things don't improve after August 19th be offered no decent trade in value in order to pay off refresh/contract in order to get a new handset.

I was hoping trade in and upgrade to a 5G handset when they are released thinking that trading in the P30 Pro would give a decent return when the time came to do this and not have as much large initial outlay to find, the same way I did with o2 refresh to get this P30 Pro. No way I can do that now if they will only offer £100 so am trapped and this should not be the case. This phone is worth more than £100. At the very least the device plan should be reduced if they are de-valuing the handset so soon after launch or extend the 14 day return period, but do not rip off your customers.

My Payment

HUAWEI P30 Pro 128GB

£100.00

Bank transfer

£100.00

Cheque payment

£100.00

Credit O2 Bil

Re: Huawei & Android: The latest from O2

liggerz87 — Fri, 24 May 2019 06:40:20 GMT

My cousin and auntie got huwei not sure which ones they got tho I told them both nothing they can do there on Vodafone tho and to better explain I sent them some o2 community articles to better explanation

Re: Huawei & Android: The latest from O2

welshsteve76 — Fri, 24 May 2019 15:09:41 GMT

I have to say that if O2 are actively and deliberately reducing the trade in value for these brand new phones then that to me is exploiting the situation to their own gain and is morally wrong. Is situations like this O2 should not be seeking to make a profit of the consumer.

Re: Huawei & Android: The latest from O2

MI5 — Fri, 24 May 2019 15:15:29 GMT

I don't think they are. As I said at the start, watch the value of these devices plummet. O2 are just reflecting market value.

Re: Huawei & Android: The latest from O2

jonsie — Fri, 24 May 2019 15:33:08 GMT

An interesting article here:

https://www.techradar.com/uk/news/googles-huawei-android-restrictions-heres-what-it-means-for-you

Re: Huawei & Android: The latest from O2

jonsie — Fri, 24 May 2019 15:37:31 GMT

....and yes, this is quite scandelous!

Re: Huawei & Android: The latest from O2

viridis — Fri, 24 May 2019 15:38:49 GMT

The current trade in prices are an insult.

Re: Huawei & Android: The latest from O2

viridis — Fri, 24 May 2019 15:57:32 GMT

And you just know they will be resold as nearly new £600

Re: Huawei & Android: The latest from O2

MI5 — Fri, 24 May 2019 16:05:16 GMT

Not that anyone will be buying them tho.

Re: Huawei & Android: The latest from O2

snukems — Fri, 24 May 2019 21:29:59 GMT

Absolutely disgusted that i only upgraded to a mate 20 pro end of march and i have to pay off £740 for the device that may not even be fully usuable in a couple of months and you wont do anything but tell the customers to wait it out and see what happens. That is not good enough and i dont want to be left with something i rely so heavily on for upto date apps for and google maps. Then as if that is not bad enough checking your o2 recycle site you are only offering £75 for the handset your company should be ashamed of yourselves for this you are basically blocking any chance we have to switch to another handset, as i said to one of the customer service representitives yesterday i will take the device to the store and leave it there as im not planning to pay for it especially when its lost so much value customers should not be made to pay that huge price tag.

Re: Huawei & Android: The latest from O2

jcf224 — Fri, 24 May 2019 22:00:33 GMT

If they are devaluing the handsets due to market value then they should reduce the monthly device plan accordingly. I don't want to hear blah blah responses. This handset will cost me over £800 to pay off. My 14 day period ended the day this all started. If I want to change our upgrade via O2 I want a decent return. Not £100 or whatever they decide. Only 3 days ago it was valued at more than £400.

The more people that air their concerns may prompt some action or intervention from a regulator. This needs to be highlighted so as someone can intervene and give customers some financial comeback on this. It is basically like being robbed at the moment and people cannot afford this. There is no protection for customers and o2 seen to want to hold customers to ransom to avoid losing profit. This is an extreme incident granted, but it is not the customer's fault either but we are being trapped by this drop in trade in prices, yet still expected to pay full price, it is totally unacceptable. Why should I continue to pay the full device plan cost under these circumstances, it is just plain wrong however you look at it.

Re: Huawei & Android: The latest from O2

snukems — Fri, 24 May 2019 22:42:11 GMT

whats even more laughable now is that on your website if you purchase the mate 20 pro its now £556 to purchase ive literally not even made my second payment on it yet so im still expected to pay the full £740 nearly £200 difference in price for my plan i know product prices change etc but before this buisness all the huawei phones remained at the higher market value there has got to be some sort of consumer law that protects us from this as its completely unfair.

I went through my terms and conditions and it states this:

7. Goods purchased
7.1 The credit will be provided to finance the sale of the following
goods ("Device"):
Huawei Mate 20 Pro
7.2 If you have received unsatisfactory services or goods paid for under this Credit Agreement, you have the right to sue us or the supplier (where we
are not also the supplier) or both.

I honestly beleive this will come under that because you yourselves at O2 have the information that states there is a high possibility of the device being unable to update important and most used applications including the barring of the use of gmail and google maps.

Now i know for a fact these are an extremely important feature on my mobile device and i know im not alone in this.

Again one of the parts of what you have said yourselves is that

Based on the current situation, availability of software updates (including apps and bug fixes) after 19 August 2019 cannot be confirmed and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

surely given this insane uncertainty of the issue you would be quickly trying to sort this out for your customers. I mean you have been quick enough to devalue the device.

Re: Huawei & Android: The latest from O2

jcf224 — Sun, 26 May 2019 08:47:29 GMT

While the O2 and 3 websites still show the trade in value at being £100 as of this morning. Vodafone and EE are only offering £20 for P30 Pro 128gb. O2 cs basically said that to get a new phone I need to pay £815 there is no assistance for customers in this position regarding Huawei. I've only had this phone for 20 days and it now has no value, no 4g/WiFi calling,no guarantee of the next android update or app updates after 19th August yet it's ok for the networks to devalue the phones but seemingly not ok for customers to get any discount or compensation for having these handsets. Who is sticking up for us and going to get something done cos if we don't pay every month we'll get blacklisted and bad credit files. Where's the protection for all the people who have bought or signed a contract for Huawei/Honor phones only within a few weeks of this happening?

Re: Huawei & Android: The latest from O2

snukems — Sun, 26 May 2019 12:03:01 GMT

I have just been doing some research and as I have only had my phone for under 2 months you should be expected to replace it as you know that I won't receive the updates to keep it upto date within the 6 month period of owning it making it unfit for purpose. I'm extremely disappointed at the lack of any O2 staff coming to talk on here to answer out concerns