Customer Discussions > Kindle forum

Web Browsing isn't working anymore! You gotta be kidding me.


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Showing 1-25 of 83 posts in this discussion
Initial post: Sep 8, 2010 1:38:24 PM PDT
A. Boehler says:
Just wanted to let you know that web browsing isn't working anymore in germany with the K3:

"Due to local restrictions, web browsing is not available for all countries"

It worked fine with my K2, so what's the matter here? I feel deceived. I payed 50$ extra because of this feature and you've disabled it without letting us know. And why are you advertising this feature when it's disabled?

- Go to Kindle Keyboard 3G, Free 3G + Wi-Fi, 6" E Ink Display, 3G Works Globally - for international shipment
- set Germany as county and scroll down.

Product page states:

"New WebKit-Based Browser - Free 3G web browsing (experimental)"

So you're openly lying on your product page about this feature.

I'm seriously disappointed in amazon right now. What's your advice here? Will you fix this or should I exchange my K3 3G/wifi with a Wifi only unit? How long would it take to exchange this?

In reply to an earlier post on Sep 8, 2010 1:51:15 PM PDT
Dragi Raos says:
"New WebKit-Based Browser - Free 3G web browsing (experimental)"

Are you *quite* sure that's what it says on the country-specific page?

Does web browsing still work on K2 (it does in Croatia)? How about K3 over Wi-Fi? Wikipedia?

Posted on Sep 8, 2010 1:52:05 PM PDT
Last edited by the author on Sep 8, 2010 1:55:50 PM PDT
Bixillarla says:
Amazon cannot control country restrictions on internet. The 3G web browsing does work internationally if the country allows it, it is upto you to make sure the contry you are visiting/living in allows it.

Edit: copied from the Germany page for Kindle:

"We are excited to now ship Kindle to Germany. Customers in Germany will enjoy:
Books in Under 60 Seconds: Think of a book and you could be reading it in under a minute.

Free Wireless: Free 3G wireless lets you download books right from your Kindle. No monthly fees, service plans, or hunting for Wi-Fi hotspots. For non-U.S. customers, there are also no additional charges for wireless delivery in or outside your home country. See Coverage Map. See Wireless Terms and Conditions

Growing Selection: Over 450,000 English-language books to choose from; plus U.S. and international newspapers and magazines are available for your country. Because publishers give us eBook rights on a country by country basis, available titles for your country will vary from our current U.S selection. We are actively working with publishers to get the rights to all titles for every country and adding this selection every day. Check the Kindle Store to see available titles.

Low Book Prices: New York Times® Best Sellers and New Releases are $11.99 to $13.99 (prices include VAT), unless marked otherwise. You'll also find many books for less - over 110,000 titles are priced under $5.99 "

No where does it say web browsing is available.

Posted on Sep 8, 2010 1:52:28 PM PDT
Maybe when it says "Due to local restrictions", it means that some government entity has stopped it, not Amazon.

In reply to an earlier post on Sep 8, 2010 1:54:03 PM PDT
Dragi Raos says:
Errr, I think it is more a matter of the cost of data roaming in a given environment.

Posted on Sep 8, 2010 1:55:56 PM PDT
Marc Miwords says:
I think the key word there is "experimental".

By the way, you probably want to contact Amazon CS directly as they don't tend to answer threads here on the forum. This is where Kindle users, just like you, come to talk about Kindle related things.

I do have to ask, though, if you have 3G/wi-fi, what would exchanging it for wi-fi only accomplish? You already have wi-fi, just use that if it will work.

But most importantly, click on the "Help" button right next to your "Your Account" link at the top right corner of this page and get to Customer Service. They can answer your questions better, for you.

(And I seriously doubt Amazon controls web browsing restrictions...it's up to the country.)

Posted on Sep 8, 2010 1:58:14 PM PDT
Last edited by the author on Sep 8, 2010 2:09:54 PM PDT
A. Boehler says:
@Dragi Raos
yes. you can check it for yourself. That's what the page states.
It worked fine with my now-sold Kindle 2. Used it two weeks ago.
Wifi is working.

@James Bernard & M. Francis
I'm not living in china here. This restriction is an amazon issue. Other people changed their account to US and were suddenly able to use the browser.

@James Bernard
It's right there on the page, just search for "Browser". I've it right here in front of me.

@Marc Miwords
I'd accomplish 50$. And I contacted Customer Service already. Posted it here to let other people know about this because this can be a dealbreaker.

Again: It worked fine with the K2. Our Government isn't blocking Google or other pages for that matter. Amazon did that.

Posted on Sep 8, 2010 2:20:55 PM PDT
Last edited by the author on Sep 8, 2010 2:23:34 PM PDT
A. Boehler says:
This is what I'm talking about:
http://kindleworld.blogspot.com/2010/06/kindle-experimental-web-browser-expands.html

In reply to an earlier post on Sep 8, 2010 2:37:19 PM PDT
On your K2, what software version do you have?

Some reports have indicated that while the 2.5 did give the K2s web browsing in countries outside the US, once they got the last update (2.5.4 or 2.5.6), the free 3G web browsing no longer worked.

It seemed that they (Amazon) allowed it for a bit, but then it was reversed with the later update. Probably in anticipation of the K3 release.

(I have discussed this with Dragi before - he doesn't have the latest update on his K2 and once he does, I would be willing to bet his 3G web browsing would disappear also.)

While you may not have 3G web browsing with your new K3 in Germany, you certainly have have web browsing if you are using wifi, right?

Posted on Sep 8, 2010 2:50:36 PM PDT
A. Boehler says:
I had 2.5.2 on my kindle. Didn't get a notification for the updates you're mentioning so I can't say anything about that. They should've mentioned that on the product page anyway. They did the contrary by advertising 3G web browsing on the page.

Wifi is working but that's not what I was looking for so Wifi-only isn't that great for me, too. Now I've 3G for shopping in the kindle store only, which is kind of unsatisfactorily...

In reply to an earlier post on Sep 8, 2010 2:59:19 PM PDT
I understand your displeasure - nothing I can say will change that. Just trying to explain what I think happened with the K2. Once your K2 updates to the latest software, I would bet it wouldn't have free 3G web browsing anymore.

As far as your K3, the product page shows:

New WebKit-Based Browser
Kindle's new web browser is based on WebKit to provide a better web browsing experience. Now it's easier than ever to find the information you're looking for right from your Kindle. Experimental web browsing is free to use over 3G or Wi-Fi. The experimental web browser is currently not available for some customers outside the U.S. Check your country.

They say 3G or Wifi - not necessarily both. But you are right, they aren't clear and with your experience with your K2, it is confusing.

Posted on Sep 8, 2010 6:16:36 PM PDT
Note that K3 browsing is buggy, and will not work sporadically. You may be experiencing that.

In reply to an earlier post on Sep 8, 2010 6:43:58 PM PDT
Last edited by the author on Sep 8, 2010 6:45:54 PM PDT
I have a question in on this and there's reason to believe that some clarification may be near.

They changed all the language in the bottom half of each specific supplementary country product-page (the pop-up) where it used to say that we do Wiki with 3G Whispernet, do google etc with WiFi -- and it seemed these were often recommendations rather than strict restrictions, since some countries getting that language did have enabled Kindle web browsers still.

Now, the wording on that bottom half of the specific-country pages no longer has the strange wording anymore this weekend, and I saw that Germany's page-popu no longer said that "social networking" feature was not available.

Most in Europe have the same language in the bottom half of the page if they have 3G wireless at all. For now I would contact Kindle Support at http://amazon.com/kindlesupport and say you need to know for your *specific country* whether or not 3G access to web browsing is available and that yours isn't working.

The blanket response from CS to this question just hasn't been helpful for awhile, but maybe things are settling down and we'll have a better idea soon.

It IS Amazon who finally decides in that they need to get Agreements with regional wireless providers who can make it possible $-wise to give free 3G for things like web browsing. We see that UK is fine now. And several other countries. Fingers crossed. In essence, the idea that regional providers are a factor is true as they would need to make this cost-effective for Amazon to provide.

- Andrys
http://kindleworld.blogspot.com

In reply to an earlier post on Sep 8, 2010 6:57:38 PM PDT
Last edited by the author on Sep 8, 2010 6:58:43 PM PDT
A. Boehler,
That blog article ( shortcut: http://bit.ly/kwkweb )
always made clear that officially, with the K2, the country-specific product page (pop-up) used to say that for Germany the web browser was not available. BUT many Kindles were enabled despite that wording, though many lost the capability a few weeks later.

The official exceptions at that time (I think things may be changing) were listed on a linked page I made to show which product pages were showing web browsing stating "not available" (at the time) although people in those countries were reporting they now could browse.

After software update 2.5.6, I think, some lost that ability in those countries while others there still had access.

The linked page of product-page info for countries, at the time, is
- http://bit.ly/kwebareas

and key countries not -officially- showing web-browsing availability but getting it were, at that time:

Austria, Denmark, France, Germany, Greece, Netherlands, Portugal, Spain, and Sweden

So, those have been the problem ones, with some getting access and many not, after the latest v2.5.6 update.

Again, now that things have settled down with Kindle 3 and holidays and product-page changes for all countries, maybe they will clarify the situation. Hoping so... it matters for buying decisions.

- Andrys
http://kindleworld.blogspot.com

Posted on Sep 9, 2010 3:50:43 AM PDT
I'm also one of those who did have web access in germany with the k2i until about two weeks back. Now I haven't access and am not amused. I contacted CS by mail and got one of these "unhelpful" answers that didn't explain anything. I guess, the "experimental" part of web browsing is in the making - at least I hope so, because having had web access for some time only to have it taken away again is not something to make one happy ... Let's hope, things will get sorted out between Amazon and the 3g providers ... fingers crossed. I, too, think this matters for buying decisions. I was and still am thinking about upgrading to the k3-model, but if web access is not given with that one either, I don't believe I will spend the money.

In reply to an earlier post on Sep 9, 2010 5:57:12 AM PDT
Dragi Raos says:
"yes. you can check it for yourself. That's what the page states."

Checked. It doesn't.

"Our Government isn't blocking Google or other pages for that matter. Amazon did that. "

Or AT&T data roaming partners, by setting too high price.

In reply to an earlier post on Sep 10, 2010 2:52:00 AM PDT
Last edited by the author on Sep 10, 2010 2:54:39 AM PDT
A. Boehler says:
@Periwinkle Blue
thanks for beeing understanding and explaining me some of the stuff that happend there.

@Dragi Raos
too high price could be an issue, i agree. But I don't think that's the issue here. It worked once, right before I switched my K2 with a K3 precisely. They removed it without proper announcement or any announcement at all (I didn't see one) and THAT is Amazons fault.

"Checked. It doesn't."
it's clearly written in the description that the device has "New WebKit-Based browser - Free 3G web browsing (experimental)". I've made a screenshot for you, as your browser seems to hide that bit of information from you:

http://img13.imageshack.us/img13/7334/64401110.jpg

See? I even framed the important part for you. There is no "*" or something like that at the end of this sentence which would lead to further description of possible limitations nor is it mentioned in any way in the country specific informations:

-------------------------------------------------------------------------------------
"Germany
We are excited to now ship Kindle to Germany. Customers in Germany will enjoy:
Books in Under 60 Seconds: Think of a book and you could be reading it in under a minute

Free Wireless: Free 3G wireless lets you download books right from your Kindle. No monthly fees, service plans, or hunting for Wi-Fi hotspots. For non-U.S. customers, there are also no additional charges for wireless delivery in or outside your home country. See Coverage Map. See Wireless Terms and Conditions

Growing Selection: Over 450,000 English-language books to choose from; plus U.S. and international newspapers and magazines are available for your country. Because publishers give us eBook rights on a country by country basis, available titles for your country will vary from our current U.S selection. We are actively working with publishers to get the rights to all titles for every country and adding this selection every day. Check the Kindle Store to see available titles.

Low Book Prices: New York Times® Best Sellers and New Releases are $11.99 to $13.99 (prices include VAT), unless marked otherwise. You'll also find many books for less - over 110,000 titles are priced under $5.99

Learn more about Kindle features on the Kindle product page

Important Product Information for Your Country

* Your international shipment is subject to VAT. This is the same VAT rate you pay when you buy products in your country. There are NO customs duties or any other fees. We will show you the estimated VAT upon checkout. Learn more
* Kindle ships with a micro-USB cable for charging your Kindle via a computer USB port
* You can transfer personal documents to your Kindle via USB for free at anytime. Service fees for transferring personal documents via Whispernet are currently $.99 per megabyte. Learn more
* Wireless download times can vary based on 3G or EDGE/GPRS coverage, signal strength and file size.
* Kindle books, newspapers, and magazines are currently priced and sold in United States dollars
* Kindle includes a 1-year limited warranty. See details
* Use of the Kindle is subject to the Kindle License Agreement and Terms of Use"
-------------------------------------------------------------------------------------

It's just not there! No mention of "No 3G Web-Browsing for you!" on the whole page. I don't know where you people see that. The whole page is full of advertising for that feature though.

And guess what, CS seems to agree with me! Reply from CS regarding my inquiry:

-------------------------------------------------------------------------------------
"Hello,

I'm sorry there has been a concern with your Kindle not being able to access and use the web browser in the experimental features.

After doing additional research in this matter, I have found that there is no limitation listed for Germany in the delivery of books or accessing the Internet from your device. The latest generation of Kindle is working with the same network provider for 3G service.

It would be easier to help you over the phone. You can reach us by phone directly and toll free from many countries by clicking the Contact Us option in the right-hand column of our Kindle Support pages at:

http://www.amazon.com/kindlesupport

Use the following link to contact us:
...

Click on the "Phone" tab, enter your number, and we'll call you right back.

Contacting us through the website allows you to verify security before a call is placed and ensures we have your account information ready when we call you. If your country isn't listed or you're unable to take advantage of the Contact Us feature, you can call us directly at 1-866-321-8851 or 1-206-266-0927 if you're calling from outside the U.S.

We hope you can call us soon so we can help solve this problem quickly.

Thank you for your recent inquiry. Did I solve your problem?

If yes, please click here:
...

If no, please click here:
...

Best regards,

...
Amazon.com
Your feedback is helping us build Earth's Most Customer-Centric Company.
http://www.amazon.com/your-account"
-------------------------------------------------------------------------------------

This sounds like it should work, doesn't it? Unfortunately they won't call you to a cell phone and I won't call the US support as it would cost me too much money. I've written them though and well see what happens next.

In reply to an earlier post on Sep 10, 2010 5:09:07 AM PDT
A. Boehler: I agree with you - I love Amazon's Customer Service, but still it's true, that in this case their way of handling things is less than ideal. When I bought my K2, I didn't have web browsing, then suddenly it worked, and now as suddenly it doesn't work - and no explanations, announcements, whatsoever. Annoying.

Posted on Sep 10, 2010 5:14:37 AM PDT
A. Boehler: Ich hatte eine ähnliche Mail vom Support und muss auch noch mit dem Support telefonieren - kleiner Tipp: Sie rufen zwar nicht auf einer Mobilnr. an, aber auf Festnetz durchaus, wie ich aus Erfahrung weiß! Ich bin da nur deshalb noch nicht weiter, weil aus mir unerfindlichen Gründen die Support-Seite, wenn ich Sie aufrufe, im Moment nicht den "Call me"-Button anzeigt und ich keine Nr. eingeben kann. Warum ist mir schleierhaft. Vor einigen Monaten hatte ich ein Problem und habe problemlos meine Festnetz-Nr. eingeben können. Fast im selben Moment, in dem ich den "Call me"-Button angeklickt habe, klingelte mein Telefon und der Support war dran und hat eine halbe Stunde mit mir telefoniert und Troubleshooting betrieben. Der Amazon Support ist unschlagbar - wenn man davon absieht, dass das Webbrowsing mal frei geschaltet ist und mal nicht, ohne dass man was dazu raus finden könnte, warum das so ist ... ;-)

Posted on Sep 10, 2010 5:44:36 AM PDT
A. Boehler says:
@C. Gatzweiler
Das konnte ich leider nicht testen, da ich noch keinen Festnetzanschluss in der Wohnung habe. Der Support hat mir geantwortet und mir einen Einkaufsgutschein gegeben für meine "Unannehmlichkeiten", dafür gibts aber weiterhin kein Web-Browsing mit meinem Kindle... also alles in allem sehr unbefriedigend für mich. Lass es mich bitte wissen falls sich da etwas bei dir tut, ich komm nicht mal gelegentlich online mit dem Gerät.
---
CS gave me a credit for my next kindle purchases to compensate the inconveniences. Better than nothing but hardly a substitute for a major missing feature like web-browsing. Still a sad 3G owner.

In reply to an earlier post on Sep 10, 2010 5:46:45 AM PDT
A. Boehler and C. Gatzweiler,

I did get a response and will write it up, a bit carefully, today. But the news is good for you. More to come.

- Andrys
http://kindleworld.blogspot.com

In reply to an earlier post on Sep 10, 2010 5:59:56 AM PDT
A. Boehler says:
Good news? Really? You're getting my hopes up here, don't let me down! ;)

In reply to an earlier post on Sep 10, 2010 6:07:44 AM PDT
A., I was worried about doing that, since that would be even worse, so I asked for a 2nd reassurance that I could quote exactly what was said and did get it.

But since it's been complicated, I'll write it up after I finish something else I'm posting.

- Andrys

Posted on Sep 10, 2010 6:19:11 AM PDT
Arts

In reply to an earlier post on Sep 10, 2010 6:19:57 AM PDT
Andrys: I'm all ears!!!! ;-)
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Discussion in:  Kindle forum
Participants:  19
Total posts:  83
Initial post:  Sep 8, 2010
Latest post:  Jun 3, 2011

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