oneplus-support.md

Chat Transcript

3:47:54 PM - Server said : Please wait. A OnePlus Support Representative will be with you shortly.

3:47:54 PM - Jay said : Hello Chase. My name is Jay how can I help you?

3:49:46 PM - Chase said : Hi Jay

3:50:14 PM - Jay said : Hello.

3:50:17 PM - Chase said : I discovered a problem using my OnePlus X today. I always travel with roaming turned off, but I found some high roaming charges on my bill today.

3:50:28 PM - Chase said : I'm using the stock Oxygen OS ROM on it.

3:50:35 PM - Jay said : Thank you for taking time contacting OnePlus Customer Support, I am happy to help.

3:51:01 PM - Chase said : I have deferred to just turning off Cellular data completely, but I feel very betrayed by my own phone at the moment :-(

3:51:42 PM - Jay said : I am sorry to hear about your issue, this is not what we want our customers to experience. I am happy to help you.

3:52:19 PM - Jay said : Is the stock Oxygen OS ROM of your phone being updated or was it installed on your phone?

3:52:40 PM - Chase said : I might be able to supply some more information so you can reproduce this problem: It looked like I had very spotty wifi at the place I was staying, so it might have been switching and using the data even though roaming was turned off.

3:52:55 PM - Chase said : It's the latest version, I can look it up if you need to. I always install updates.

3:53:19 PM - Jay said : Thank you for the information. May I know the things you have gone through to fix this?

3:53:22 PM - Chase said : It's OxygenOS version 2.1.3-X

3:53:46 PM - Chase said : Like I said, I turned off cellular data completely now, and am hoping that solves the problem.

3:53:55 PM - Chase said : But I feel like that should not be the solution, here..

3:54:30 PM - Jay said : I see.

3:54:37 PM - Jay said : Thank you for that.

3:54:59 PM - Jay said : What I can do to help is by giving you a step again that would fully re initialize the ROM of the phone and if it has been performed please do it as a recommendation to prove that everything has been done multiple times.

3:55:18 PM - Jay said : By setting up your phone to it's factory default.

3:55:34 PM - Chase said : I'm actually very much afraid to use any more data in this country, since it's very expensive and I already have a huge bill right now.

3:55:45 PM - Jay said : Please do serve this as a reference for you to do hard reset on your phone:

1. Back up all your important files and information, as the process will erase all data.

2. Shut down your phone, and turn it back on while pressing the Volume Down button until you feel it vibrate.

3. Once in Simple Recovery, select "Wipe cache partition", and swipe to the right or press the power button.

4. When you get the "Cache wipe complete" message, continue and select "wipe data / factory reset" to fully re-initialize your ROM.

Please do contact us back in case the issue still persist for further assistance by our higher technicians.

3:55:48 PM - Chase said : So even though I would love to test and anything, it's already way over what I'm willing to pay

3:56:25 PM - Chase said : Also, it sounds more like a ROM bug, so I doubt cleaning the ROM up by wiping data will do anything.

3:57:41 PM - Jay said : That will do something base on the things handled before.

3:59:03 PM - Jay said : Would there be anything else I can assist you?

3:59:34 PM - Jay said : Thank you for contacting Oneplus Support. Have a wonderful day!

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