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Mobile Phone Software / Faulty

I upgraded to a new mobile Huawei P20 Pro via an o2 shop last month - still under 30 days.

Phone is great bar one annoying problem, music doesn't play properly, it cuts out mid song and says error playing song. This happens via Spotify, Google Play Music and Amazon Prime Music. Songs are download so it's not a streaming problem. Even happens with MP3'S stored on phone.

A little Google search tells me this seems to be a software problem with this phone, all updates are done.

I only use a mobile for photos and music so after close to 30 days this is beginning to annoy me. I'll be listening to a track for it to cut off midsong.

I've ve signed to a contract and I'm paying for the phone via a separate DD on the o2 refresh scheme.

I think I'm within my rights to reject the phone on the grounds it is not fit for purpose by taking it into the shop. However I suspect o2 might be awkward about it being a contract.

I'd much rather have a software fix, but seems that's not available. Clearly swapping for same phone will give same problem.

Any advice?

Comments

  • Have you taken it back to the O2 shop help for help? Last time I went they were quite good.
    I'd rather be an Optimist and be proved wrong than a Pessimist and be proved right.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I would factory reset first .
    Contract will still be valid even without the phone .
  • Have you taken it back to the O2 shop help for help? Last time I went they were quite good.


    Not yet. Not sure they can do anything I have not tried myself.

    JJ_Egan wrote: »
    I would factory reset first .
    Contract will still be valid even without the phone .


    It's not the contract I am querying. I have been with o2 for several years on sim only and this is a phone issue which you pay for 0% apr over 2 years alongside your contract. Close to £600 for a phone that clearly has a software problem which Huawei have not provided a fix for. Had I known this at time of purchase I would have bought something else.


    Reset done, does not solve the problem. Also repairing with Bluetooth does not fix it.
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Must just be a P20 issue ... my P9 Lite has no issues playing music.
  • Not consumer advice here, but tech advice... Is this happening when the screen times out? If so, if you go to settings > Battery > App Launch and set the apps you want to 'Manage Manually' you can leave them running in the background; this gets you over the issue. so set Spotify etc to manage manually.

    May or may not work in your scenario.
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Good advice ... I have my media playing apps set to Don't Close. (The setting on my phone is available under Settings > Battery > Close apps after screen lock)

    (My P9 Lite is running Android 7.0 with EMUI 5.0.4).
  • DoaM wrote: »
    Must just be a P20 issue ... my P9 Lite has no issues playing music.


    Neither did my P10 Lite which I had for over a year! ;)


    **UPDATE**


    Returned to o2 and they were extremely helpful. Couldn't choose a phone which I liked within my budget - got the P20 Pro when it was on offer! They cancelled the sale of the phone and switched me back to sim only. Gone an purchased a Huawei Mate20 Lite, fingers crossed it doesn't have the same problem!
  • Not consumer advice here, but tech advice... Is this happening when the screen times out? If so, if you go to settings > Battery > App Launch and set the apps you want to 'Manage Manually' you can leave them running in the background; this gets you over the issue. so set Spotify etc to manage manually.

    May or may not work in your scenario.


    I tried that originally, but thanks anyway. From what I gather it seems a common fault with the P20 Pro, had I known this in the beginning I wouldn't have gone for it. Shame it's back with o2 as it had an absolute wicked camera!
  • mro85
    mro85 Posts: 76 Forumite
    Eighth Anniversary 10 Posts Combo Breaker
    I've had the P20 Pro since launch and don't have this problem.
    Mine is unlocked UK version. The camera is truly superb, really do love this phone
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