T-Mobile USA and Google are looking into widespread customer complaints that the Nexus One is having difficulty connecting to 3G networks.
In a statement posted on a T-Mobile forum about the subject, the company said “Google and T-Mobile are investigating this issue and hope to have more information for you soon. We understand your concern and appreciate your patience.” Neither T-Mobile nor Google immediately replied to requests for comment.
Forums on both Google’s and T-Mobile’s Web sites have been flooded with complaints in recent days that the Nexus One is frequently unable to connect to T-Mobile’s 3G network, reverting instead to the carrier’s slower EDGE network.
According to the reports, the Nexus One fluctuates between 3G and EDGE and is generally unable to sustain a 3G connection. No problems have been reported with the device’s Wi-Fi connection.
Complaints over the Nexus One don’t stop with its 3G connectivity, however. Google Forum posts indicate a significant amount of frustration with customer service, with widespread reports of customers failing to receive order confirmations even three days after purchasing the Nexus One.
Complaints also have arisen over the eligibility requirements for the Nexus One discount. Existing T-Mobile customers will have to pay up to $380 to get the Google Nexus One, whereas a new customer can get the device for just $180. To further complicate matters, current T-Mobile customers adding data plans will be able to get the device for $280. The Nexus One also can be bought without a contract for $530.
Google has given no indication it plans to change the price plans on the handset.