Okay, so before anyone says "Why not just call Sprint and figure it out?" Well the account is under my brother's name and I don't know all of his info and he's not home right now.
Anyways.
I'm really confused about what is going on with my Sprint account. The bill comes in, my brother pays it. Not even a week later I get a text message from Sprint sent to my phone (even though I'm not the leading phone/number, my brother is) saying your account is scheduled to be disconnected due to late payment blah blah blah. I figured hey we just payed this a week ago, I guess it's just a delayed message and my service wont actually be cut off. Nope, 12 am my service is cut off. The weird thing, my brother's service (which is on the same line/account mind you) still works. This is the second or third time this has happened. Why is it acting as if we have two different lines/accounts even though it's all one family plan?
I know there are some people from Sprint on these forums, or maybe someone has actually had this happen to them before. How and why is this happening?
Vesnik said:
Okay, so before anyone says "Why not just call Sprint and figure it out?" Well the account is under my brother's name and I don't know all of his info and he's not home right now.
Anyways.
I'm really confused about what is going on with my Sprint account. The bill comes in, my brother pays it. Not even a week later I get a text message from Sprint sent to my phone (even though I'm not the leading phone/number, my brother is) saying your account is scheduled to be disconnected due to late payment blah blah blah. I figured hey we just payed this a week ago, I guess it's just a delayed message and my service wont actually be cut off. Nope, 12 am my service is cut off. The weird thing, my brother's service (which is on the same line/account mind you) still works. This is the second or third time this has happened. Why is it acting as if we have two different lines/accounts even though it's all one family plan?
I know there are some people from Sprint on these forums, or maybe someone has actually had this happen to them before. How and why is this happening?
Click to expand...
Click to collapse
That's odd. I've never had that happen. My wife has never even gotten a text from Sprint.
Sent from my ICS lovin 3D!!!
If I've helped you in any way... hit the "Thanks" button.
It's possible your brother just paid his line and not the whole account, thus your phone is getting shut off but his isn't.
No, not from what I know. It would be all lines on the account. I have a friend that works for Sprint in the account support department and I'll ask him. It really sounds like a problem on their end.
Sent from my Clean ROM 3D
Well, it might be because you're gay, I don't see any other explanation. Haha J/K!!!
it is kinda weird. The best you could do is give them a call or at least check online.
By any chance, was your accounts individual and later on joined as family plan? There could be issues with your account in their backend server regarding the billing side.
I once saw this happen to some people while working for France Telecom.
If so or even if not try calling and straighting things up, because there could be issues in the billing software even if the difference in activation time was minutes, you just had the lucky system glitch.
Sent from my PG86100 using Tapatalk
Related
To start, I am a prepaid customer using a vibrant bought at a off contract price. Ok, so my phone starts having numerous problems (very low volume earpiece, poor reception in a good area, etc.) and I get a replacement order. Catch is, I have to send the phone in first. Great, I send it in and they tell me to wait 10 business days. Tomorrow is the 10th day, and guess what, no status on the replacement shipment. I know tmobile has received my phone as by the UPS tracking site, yet no shipment info. I have filed a Handset Research Form already and the reps know nothing about whether or not the vibrant is on backorder. What should I do, call and complain to customer loyalty?
(I have talked to customer loyalty and they transfered me back to the prepaid reps, for something completely unrelated to accounts and refills. )
Call them, and explain your situation, and if some rep starts saying "we can't know for sure" or something, bring your game on, be angry.
Tmobile loves angry costumers.
I once asked for a replacement nicely, then they told me some bullcrap, so i got pissed, and told them i want my replacement NOW and if i don't get it, i'm going to come over to a tmobile store, steal one off their show-case and put the broken one on there and leave. She told me "sir your crazy" so i kept getting pissed, eventually after 20 minutes i got a replacement order done
xriderx66 said:
Call them, and explain your situation, and if some rep starts saying "we can't know for sure" or something, bring your game on, be angry.
Tmobile loves angry costumers.
I once asked for a replacement nicely, then they told me some bullcrap, so i got pissed, and told them i want my replacement NOW and if i don't get it, i'm going to come over to a tmobile store, steal one off their show-case and put the broken one on there and leave. She told me "sir your crazy" so i kept getting pissed, eventually after 20 minutes i got a replacement order done
Click to expand...
Click to collapse
hahaha sir you are harrilious
Sent from my SGH-T959 using Tapatalk
Oh, believe me, I have had plenty of occasions where the F word or s- word came up in both live chat and telephone call.
Live chat: "Sir, please restrain from using profane language in live chat."
Telephone service: Beep, beep, beep, beep, beep.
XPLANE9 said:
Oh, believe me, I have had plenty of occasions where the F word or s- word came up in both live chat and telephone call.
Live chat: "Sir, please restrain from using profane language in live chat."
Telephone service: Beep, beep, beep, beep, beep.
Click to expand...
Click to collapse
Hahahaha...... cancelling ur line with them always get u some discounts.
*** Sent from my Samsung Vibrant (Bionix V) using xda app
Its a rule of thumb In retail the nice customer doesnt get jack crap. The loud mouth ahole gets all kinds of discounts and his butt kissed for a few reasons.
1 The person you are talking to doesnt really wanna hear your mouth.
2 Its bad press for them. Everyone always remembers the bad services.
3 If you ***** enough corporate will hear it and make you do it anyway because they do not want to deal with. Then you look like the total ass for not doing it in the first place.
These are all reasons why people in my store get free ****. ( no you cant come yell at me because I dont work for t-mobile)
If you don't get any info soon, try emailing [email protected] Explain what is going on in the email and a number they can reach you at. They respond pretty quick. I had a call back within 4 hours on a sunday. They work for the office of the president of tmoble and have the power to get things taken care of.
They are actually the ones that got me hooked on Android. Had issues with the BB that the wife and I had and I esculated the promblem to them. Ended up getting two Cliqs delived the day they were released and 2 months free on the bill.
hazard99 said:
Its a rule of thumb In retail the nice customer doesnt get jack crap. The loud mouth ahole gets all kinds of discounts and his butt kissed for a few reasons.
1 The person you are talking to doesnt really wanna hear your mouth.
2 Its bad press for them. Everyone always remembers the bad services.
3 If you ***** enough corporate will hear it and make you do it anyway because they do not want to deal with. Then you look like the total ass for not doing it in the first place.
These are all reasons why people in my store get free ****. ( no you cant come yell at me because I dont work for t-mobile)
Click to expand...
Click to collapse
Exactly.
Being nice doesnt work. Get tough. Btw my story was real. U need to call them out and curse em too maybe not too much but just the right amount
Start slow and be nice at first. be prepared to make multiple calls(thats if you have another phone handy) In the span of an hour.
Dont disrespect the person themselves! They will not help you if you do.
hazard99 said:
Start slow and be nice at first. be prepared to make multiple calls(thats if you have another phone handy) In the span of an hour.
Dont disrespect the person themselves! They will not help you if you do.
Click to expand...
Click to collapse
+1 Before I switched to Walmarts Family Mobile (uses TMobiles towers) I always gave TMobile 5 chances on the phone to get what ever problem I had fixed. Never got rude or anything. If by then the problem wasn't resoved, I would email the ExecutiveResponse team and it was handled almost always in the first call that they made to me.
Thanks guys, emailed executive response. Waiting for a response.
Any word back from them yet?
richmc73 said:
Any word back from them yet?
Click to expand...
Click to collapse
Nope, still waiting. I expect a delay of a day or two.
Who here thinks I can get through a request for a vibrant and free hd2 along with it to reimburse for my inconveniences?
LOL I don't think that will happen but you may get a new Vibrant out of it. Just remember when they call to be nice and calm.
Any response yet?
They never called me but I got an email for ME to call them. Wish me luck today!
Good luck bro, Hope to hear some good news soon.
just tweet them @TMOBILE
you'll have a response the same day.
also, just go into the chat, warranty/replacement, when it asks if you are flex, just hit no. Tell them you had a replacemnt order, and have not received it yet and are wondering the status.
They were able to look up my Wifes order, and tell me the tracking number, that it was delivered to the office the day after I placed the order...(They must know me) lol
The day I contacted them was the 6th day after I placed the order, (great front office huh?)
So yeah, just be nice. If anything, they will overnight you one.
Trust me, they arent on backorder.
Agree that they are not on back order. Two guys I work with just had thier MyTough Fenders bricked by the ota they just released for it and TMobile is relpacing with Virbrants.
Moved of: Samsung Vibrant > Vibrant General
To: Samsung Vibrant > Vibrant Q&A
Please put your questions to: Vibrant Q&A
EDIT: i had a brain fart and did not search first so i apologize. what i will do is update this thread and monitor for any data connection issues.
just thought i'd share my ordeal trying to upgrade a line to this new phone. this whole thing took 3 thunderbolts and several useless verizon sales/techs (i will never purchase directly from a vzw store again, the staff i dealt with at 2 corp stores was completely inept).
purchase 1: i purchased a thunderbolt and upgraded my line in store and everything is working/provisioned according to the tech. i don't realize i am missing texts and data until after i get back to work since the tech said it would "fully activate" over the next few hours (wtf..... but ok, new device/service and the sales guy wanted to set my expectations low). 2 trips back to the store for a total of 3.5 hours and 2 new sims and they cant get data or text working on the phone.
purchase 2: new verizon store closer to work. talked to the sales guy and informed him of the issues i had prior. he says no problem, they must have had some issues. we definitely wont have them here. i tell him fine i will upgrade but i am not leaving until voice, data, and text are working 100%. he cant get text or data to activate either so he says i can leave and he can call me when its done (little problem with not having a phone though to receive the call....) end result they return the phone an and i am dinged the restocking fee because they dont want to return as a problem.
purchase 3: bestbuy..... my expectations already set super low, i ask them if they have problems activating tb's on upgrades..... they say no, but it could take a while to do the whole process. i told them of the issues i ran into at other stores and they said did the tech reset the phone or factory reset the phone after the initial activation? (bingo! only power resets through the gui although the sales guys at both vzw stores said they factory reset).
for anyone running into data activation/data drop issues, factory reset the phone (i had to do it twice). and it should be solid after that. i have been up and running for the last few hours without issue.
my tb is set to cdma + lte/evdo auto.
tl;dr: data problems? do a factory reset. 3g data/text/voice has been solid after this process. PITA? yes, but it seems to work.
So 24 hours later and there doesn't appear to have been a data drop. There are still some weird fc's with the browser though. And the market has fc'd as well.
Sent from my Xoom using XDA App
Thanks for the tip! My 3g in my apartment that worked with my Droid kept dropping. It works now. Awesome!
Sent from my ADR6400L using XDA App
I am surprised you paid the restocking fee. I would have told them to kiss my ass.
Sadly enough, the guys at Best Buy Mobile don't always get enough credit, sometimes they do have some real idiots working there, but some of those people know ten fold what a guy at a local single carrier shop will.
BBYM, since I used to work for one, makes you take detailed training before you are supposed to work in the department, doesn't mean its followed, but if someone has been in the department for awhile they will have.
Most carrier stores don't have a lot of training, if they do, it is only about their company, not 6-7 different companies, between post and pre paid.
The restocking fee was charged because they returned it as customer deactivated, not a programming issue. I had to call customer support from my cell to get the restocking fee credited to my account. So all told I lost 1.75 at that store (plus the time I spent there).
I originally went to BB to return something, not walk out with a new phone. I got sucked in by the cute girl who chatted me up while processing my return. I ended up keeping the return and getting a new phone... lol.
Sent from my Xoom using XDA App
r0guenj said:
The restocking fee was charged because they returned it as customer deactivated, not a programming issue. I had to call customer support from my cell to get the restocking fee credited to my account. So all told I lost 1.75 at that store (plus the time I spent there).
I originally went to BB to return something, not walk out with a new phone. I got sucked in by the cute girl who chatted me up while processing my return. I ended up keeping the return and getting a new phone... lol.
Sent from my Xoom using XDA App
Click to expand...
Click to collapse
oh ok, that isn't bad at all then I guess
I'm not sure if I'm having data problems seems really I have a bad reception here but I would like try this...so if I reset would I lose root??? I'm running stock rooted and clockwork no custom Rom no special stuff thanks in advance
Sent From My HTC Thunderbolt!!!
does your data still work after you restart your phone?
Well yes let try right now
Sent From My HTC Thunderbolt!!!
Bigandrewgold said:
does your data still work after you restart your phone?
Click to expand...
Click to collapse
I restarted my phone and well reboot and took like a minute to get data is that the problem you are having because for me is no big deal
Sent From My HTC Thunderbolt!!!
denpad2010 said:
I restarted my phone and well reboot and took like a minute to get data is that the problem you are having because for me is no big deal
Sent From My HTC Thunderbolt!!!
Click to expand...
Click to collapse
no, i couldnt ever get 3g and rarely got 4g or 1x
but after the factory reset 3g id flawless but i am wondering if i reset it will it go back to doing that because that seems to be what happened
Can't believe they made you pay a restocking fee.
This worked like a charm...thanks
Is Sprint having outages that i don't know about? At least 5 times a week (past 3 weeks) my 3G icon goes away and my signal bars turn gray and i cant call, text or use data. Its extremely frustrating! Its not my bill/service as im always on time and ive NEVER been late or missed a payment so that's not the problem. I just dont get it. Ive reset my phone a million times! What is going on? When i make calls it just says "your account cannot be validated" and all text get rejected. After a couple of hours the 3G comes back and i can make calls. Sprint you're already horrible please dont make me pay cancellation fees because i will.
Anyone else experience this?
Sounds like a tower issue, happened to me months ago, call and complain, got a credit when doing so myself. Worse case scenario they make you hard reset, it doesn't work, they send a tech to the tower and they figure our there is a problem
Sent from one focused MoPho
Rabidmechanic05 said:
Sounds like a tower issue, happened to me months ago, call and complain, got a credit when doing so myself. Worse case scenario they make you hard reset, it doesn't work, they send a tech to the tower and they figure our there is a problem
Sent from one focused MoPho
Click to expand...
Click to collapse
Thanks for response man. I thought about tower issues but its been happening way too much so i started believing it was my actual phone.
If you go to the official sprint forums you will see many posts with these same problems, so its not the phone. http://community.sprint.com/baw/community/buzzaboutwireless/network-and-coverage
Lancerz said:
If you go to the official sprint forums you will see many posts with these same problems, so its not the phone. http://community.sprint.com/baw/community/buzzaboutwireless/network-and-coverage
Click to expand...
Click to collapse
Yeah you're right, i browsed around and its a few people with same issue. My phone is working (for now) but im sure it will happen again. I called sprint and they said my area was experiencing technical difficulties lol, i said "for the past 3 weeks" the rep got silent. Im looking into the big red screw sprint.
kennypow3rs said:
Yeah you're right, i browsed around and its a few people with same issue. My phone is working (for now) but im sure it will happen again. I called sprint and they said my area was experiencing technical difficulties lol, i said "for the past 3 weeks" the rep got silent. Im looking into the big red screw sprint.
Click to expand...
Click to collapse
Just call for a credit, remember, you can't use unlimited data on Big Red, and if they won't give you most of your bill back, try speaking to a manager and demanding your money back as you were not getting the required service specified in the contract.
EDIT: Remember, go up the chain of commands if needed, and be persistent.
Sent from my MB855 using xda premium
Is it just me or is anyone else having activation issues?
First, I tried activating it with the DEC numbers on the side of the box. Showed up the right Evo4GLTE but it told me I had to contact customer support.
Contacted chat support. They did the ESN swap for me easily but the phone never activated. After waiting and waiting it didn't activate so I decided to call Sprint and get transferred to Tech because I already went through the initial troubleshooting steps with Chat Online.
Tech support tells me to read the HEX or DEC number from the back of the phone. This ends up being DIFFERENT then whats on the label on the outside of the box. Stupid me. Or was it? She goes on to tell me that MY phone is under some other persons name "Karen". She asks me if I got this phone from someone basically implying that I stole it. I explain to her how we've all been waiting for a long time for this phone and this phone is BRAND NEW not even out in stores yet.
So whats the deal? I'm currently on hold with them but to be honest I think HTC or someone ****ed up in the labeling process and now everyone is trying to activate EVERYONE ELSE'S phone. WTF?!
More on this as the story unfolds.....
Update #1: Supervisor in the activation department says that someone screwed up and put the phone in the wrong box and since it's "keyed" into my account... simply switching the esn to my account wouldn't work. He goes on to say that they would have to get me a NEW DEVICE.
No way in hell am I going to let this happen.
Update #2: Had to get transferred to escalations. Janice from escalations told me she had fixed the issue and I should be able to activate it now through the website. Activated it on the website and now I have a functional EVO4GLTE!!
TLDR: Make sure you activate it with the the numbers found on the inside of the phone. Do not use the numbers from the label because they might be different!
when i talked to the guys at my best buy they told me that sprint was having problems activating the lte's today... But i havent picked mine up yet so i dont know..
I had to call them to activate mine as well. Everything worked fine after 10 minutes of the agent doing something while I waited. Sorry to hear about your issue regarding an already activated account though, that sounds quite annoying.
Papichulo06 said:
Is it just me or is anyone else having activation issues?
First, I tried activating it with the DEC numbers on the side of the box. Showed up the right Evo4GLTE but it told me I had to contact customer support.
Contacted chat support. They did the ESN swap for me easily but the phone never activated. After waiting and waiting it didn't activate so I decided to call Sprint and get transferred to Tech because I already went through the initial troubleshooting steps with Chat Online.
Tech support tells me to read the HEX or DEC number from the back of the phone. This ends up being DIFFERENT then whats on the label on the outside of the box. Stupid me. Or was it? She goes on to tell me that MY phone is under some other persons name "Karen". She asks me if I got this phone from someone basically implying that I stole it. I explain to her how we've all been waiting for a long time for this phone and this phone is BRAND NEW not even out in stores yet.
So whats the deal? I'm currently on hold with them but to be honest I think HTC or someone ****ed up in the labeling process and now everyone is trying to activate EVERYONE ELSE'S phone. WTF?!
More on this as the story unfolds.....
Click to expand...
Click to collapse
Did the phone start an activation process when you booted it AFTER you entered the DEC number on the web.
If it did not try doing an Update Profile.
I have not tried mine yet. But I just swapped phones around last night and sometimes you need to kick it.
Oh try pulling the battery, just kidding
I wonder if Karen works in Customs.
mswlogo said:
Did it start an activation process on the phone when you booted it AFTER you entered the DEC number on web.
If it did not try doing an Update Profile.
I have not tried mine yet. But I just swapped phones around last night and sometimes you need to kick it.
Click to expand...
Click to collapse
Yes. I probably should make that more clear on my original post. Activation screen popped up but it never activated because I entered in the RIGHT number that was on the label but the phone had a different set of serial numbers.
Papichulo06 said:
She goes on to tell me that MY phone is under some other persons name "Karen". She asks me if I got this phone from someone basically implying that I stole it.
Click to expand...
Click to collapse
mswlogo said:
I wonder if Karen works in Customs.
Click to expand...
Click to collapse
Apple strikes again?
Tried the activation menu when it popped up on the phone. I got all the way to the end when it asks to pick which number on the account to activate it to and then failed.
Called in and they were having a little trouble saying something about the phone being applied to a different number on my account. She started to say something about checking that number and then said "oh its the same number".
I'm wondering if it has something to do with LTE or if the device is registered in their system a little different. She couldn't even tell what device it was untill I told her. Then she started asking questions about it. She said there were only a few demos floating around and most reps had never seen one.
Everything's working great so far.
Mine is telling me I need a plan change. Coming from a 0G so I shouldn't?
ottodawg said:
Mine is telling me I need a plan change. Coming from a 0G so I shouldn't?
Click to expand...
Click to collapse
I'm on the same plan I had with my original evo 4g. I think its the everything data 1500.
bikemechanic0128 said:
I'm on the same plan I had with my original evo 4g. I think its the everything data 1500.
Click to expand...
Click to collapse
I ended up having to call in, no plan change needed though.
Yep, no plan change required.
Sent from my EVO using XDA
ottodawg said:
Mine is telling me I need a plan change. Coming from a 0G so I shouldn't?
Click to expand...
Click to collapse
I had the same thing and was able to activate via chat.
I tried to activate online, and it also told me I needed a new plan (coming from the OG EVO.) I had the Everything 450 plan. It gave me a few selections, including the same plan, so I chose it. Then it said I need to call Sprint.
I spent the next 45 minutes on the phone, while the CSR tried to figure out why it was telling her I needed a new plan, and it wouldn't let her transfer the service. Finally, after she said they had 3 people working on it, they figured out that Google Voice was the problem.
She said they'd have to "expire" my Google Voice account, and they weren't sure if I could keep the same GV number when I installed it on the new phone. I told them to go ahead, and it worked. I just installed GV, and it seems to be working fine, with my original number.
She said they'd look into why Google Voice was causing a problem.
Not just you
I also had my evo LTE switched with another persons, it just so happened that that other person was my sister who was sitting next to me getting her phone activated. When she was on the phone with the call center to activate it I noticed all of a sudden "my phone" was activated with her number.
zackhow said:
I also had my evo LTE switched with another persons, it just so happened that that other person was my sister who was sitting next to me getting her phone activated. When she was on the phone with the call center to activate it I noticed all of a sudden "my phone" was activated with her number.
Click to expand...
Click to collapse
Were your labels on the outside if the box mixed up too?
Sent from my EVO using XDA
I had the same thing happen to me. I guess when they were verifying the patent they didn't make sure they put the devices back in the correct box. Spent 4 hours with sprint, and 5 different people before they figured out what was going on.
They never told me that they couldn't swap the devices, it was pretty easy once they figured out what had happened. Now it is fully functional
if you were paying attention, and they made you enter a code to edit your MSN, the code they gave you was your MSL. i had a lady tell me three times she couldn't give me my MSL, then followed it with 'now, enter your MSL, it's blah blah blah.' when i asked if the number she just gave me was in fact my MSL, she said 'hold on, you need to speak with my supervisor', then hung up.
that number will make everything easier. i've never had an issue getting it on my other phones, but apparently something has changed . she was adamant about not giving it to me, until she had to.
I thought you had to wait x amount of days before they can just give it to you
Sent from my PG86100 using xda premium
Im at a dead end and wanted to ask here on xda about this. My bill to carrier option just stopped showing up as an option. This is on bone stock unrooted. I contacted google and verizon and Im at a dead end with this. Funny thing is if I create a new email bill to carrier becomes an option but on my main email address, that has all my purchases attached to it, bill to carrier is not an option. Im on 4GLTE not wifi. Any ideas why this happened?
Same issue
I'm curious to know if you've gotten this resolved. I'm having the exact same issue. I spent 28 minutes on the phone with Verizon today, but am beginning to think it's a Google problem since I can access the feature when I add another email.
i know they take away this option if you've been late on bills before...
Mine disappeard last month (not late on my bill) and just popped back up a few days later. I figured it was a system glitch since it hasn't happened again.
Sent from my SCH-I605 using Tapatalk 2
i know my friend can't bill anything to their line whether on google play or on their website. he has been historically late on paying his phone bills and the vzw rep said that the option goes away after you've been late a certain amount of times.
i don't know if it is true, but he can't bill stuff to his acct, and i can.