Page 1 of 2 12 LastLast
Results 1 to 15 of 23
  1. #1
    Tech Geek
    Guest


    "toby" <[email protected]> wrote in article
    <[email protected]>:
    > I have a new 8100 and when I am out of Sprint coverage I get the message
    > that my phone can't be authenticated. It does this on digital and analog.
    > I've made calls before with my LG 5250 in this area before. Anybody know
    > what's going on ?
    >
    >


    A few things could cause this;

    The roaming company may not allow you to roam on their network.

    The PRL might be behind (But an 8100 orig. came out current rnough this
    should not be an issue)

    The phone might not br programmed correctly - again most likely not the
    issue, but I'm trying to cover all the bases

    [posted via phonescoop.com]



    See More: Phone won't roam




  2. #2
    Leisa
    Guest

    Re: Phone won't roam


    "Tech Geek" <[email protected]> wrote in message
    news:[email protected]
    >
    >
    > "toby" <[email protected]> wrote in article
    > <[email protected]>:
    > > I have a new 8100 and when I am out of Sprint coverage I get the

    message
    > > that my phone can't be authenticated. It does this on digital and

    analog.
    > > I've made calls before with my LG 5250 in this area before. Anybody know
    > > what's going on ?
    > >
    > >

    >
    > A few things could cause this;
    >
    > The roaming company may not allow you to roam on their network.
    >
    > The PRL might be behind (But an 8100 orig. came out current rnough this
    > should not be an issue)
    >
    > The phone might not br programmed correctly - again most likely not the
    > issue, but I'm trying to cover all the bases
    >



    Call *2, get the trouble department. They need to do an authentication
    failure override to see if it will correct the problem (usually does). If
    not, they will need to reprogram it, and the MDN and MSID that are already
    in the phone will need to be manually reentered. There is a known issue for
    this with Sanyo phones in certain roaming areas, and reprogramming is
    correcting the issue.

    Leisa





  3. #3
    Larry Thomas
    Guest

    Re: Phone won't roam

    You need to call tech support and ask for an 'authentication override'.
    This will fix the problem.

    --
    -Larry
    Sprint user since 1997



    "toby" <[email protected]> wrote in article
    <[email protected]>:
    > I have a new 8100 and when I am out of Sprint coverage I get the message
    > that my phone can't be authenticated. It does this on digital and analog.
    > I've made calls before with my LG 5250 in this area before. Anybody know
    > what's going on ?
    >
    >


    [posted via phonescoop.com]



  4. #4
    toby
    Guest

    Re: Phone won't roam

    Well I called Sprint today to get this problem fixed
    I told the girl CR what the problem was and she told me to set my phone from
    automatic to just Sprint.
    I tried to explain to her that I was not in a Sprint area and my phone won't
    roam on Verizon .
    She kept insisting I should do this and it will fixed the problem.
    I said thanks and decided to try someone else.
    I called the local Sprint store and a girl there who I might add had a real
    bad attitude told me " We don't guarantee you will have coverage just
    because you have a tri mode phone"
    I tried to explain that I am getting 5 bars on my phone and it has worked
    fine in this area before. No,luck here.

    I called Sprint again and asked for a tech.
    Here is were it gets good.
    The tech told me to switch my phone to Sprint only also.
    When I finally got him to understand what was going on
    He told me he was going to check Verizons network.
    I'm thinking how the hell can he check another network especially verizons.
    Well he came back on and told me Verizon had 2 of there towers down in my
    area and they were having problems roaming.
    I called Verizon wireless and asked them about this .
    They told me there network was just fine and the problem was with Sprint and
    not them.
    He also questioned how they could Sprint could check Verizons network.

    Well back on the phone to Sprint again.
    This time success!
    The girl I talked to said she needed to reconfigure my network settings.
    Well she did and now my phone roams with no problems ...I think it took her
    all of 5 minutes.

    I have Sprint for 3 years and never had any problems .
    Now maybe I see why so many people complain about Sprint


    "toby" <[email protected]> wrote in message
    news[email protected]
    > I have a new 8100 and when I am out of Sprint coverage I get the message
    > that my phone can't be authenticated. It does this on digital and analog.
    > I've made calls before with my LG 5250 in this area before. Anybody know
    > what's going on ?
    >
    >






  5. #5
    Tech Geek
    Guest

    Re: Phone won't roam

    "toby" <[email protected]> wrote in article
    <[email protected]>:
    > Well I called Sprint today to get this problem fixed
    > I told the girl CR what the problem was and she told me to set my phone from
    > automatic to just Sprint.
    > I tried to explain to her that I was not in a Sprint area and my phone won't
    > roam on Verizon .
    > She kept insisting I should do this and it will fixed the problem.


    Some people's logic just amazes me. Your issue is that you can't roam,
    so she tells you to set the phone NOT to roam. If I knew who she was,
    I'd kick her in the rear myself.


    > He also questioned how they could Sprint could check Verizons network.
    >


    A lot of techs have insiders with other providers, I used to, but I
    moved, so I don't now.


    > Well back on the phone to Sprint again.
    > This time success!
    > The girl I talked to said she needed to reconfigure my network settings.
    > Well she did and now my phone roams with no problems ...I think it took her
    > all of 5 minutes.
    >



    Glad to see that it was fixed.

    [posted via phonescoop.com]



  6. #6
    larry
    Guest

    Re: Phone won't roam


    If it happens again just call tech support and ask for an
    'authentication override' and this will fix it.

    --
    Posted at SprintUsers.com - Your place for everything Sprint PCS
    Free wireless access @ www.SprintUsers.com/wap




  7. #7
    DSL GURU
    Guest

    Re: Phone won't roam

    Call *2, get the trouble department. They need to do an authentication
    failure override to see if it will correct the problem (usually does). If
    not, they will need to reprogram it, and the MDN and MSID that are already
    in the phone will need to be manually reentered. There is a known issue for
    this with Sanyo phones in certain roaming areas, and reprogramming is
    correcting the issue.

    Leisa

    =============
    This is another omission by Sprint. They should be proactive in correctly
    problems, and not wait for customers to realize they have an issue.



  8. #8
    DSL GURU
    Guest

    Re: Phone won't roam

    > I have Sprint for 3 years and never had any
    > problems . Now maybe I see why so many people
    > complain about Sprint



    Thats what so many of us have been saying and what some Sprint apologists bash
    us or PLONK us for saying. Sprint Customer Service is still very poor.

    Glad your phone is working now, but Sprint keeping this known issue secret from
    you, and secret from *2 and store people is unacceptable.



  9. #9
    tom ronson
    Guest

    Re: Phone won't roam

    "DSL GURU" <[email protected]> wrote in message
    news:[email protected]

    >Sprint Customer Service is still very poor.


    SPCS service would have to rally quiet a bit to atain "very poor" status.

    > but Sprint keeping this known issue secret from
    > you, and secret from *2 and store people is unacceptable.


    Yes it is, but all part of a hard day's work down in the cubical.

    I'd also suggest that SPCS could muster up $250,000 of their $1 bill
    shortage if they solved problems closer to customer initiation of a support
    process. This case is a perfect example, the cust has to call numerous times
    to get what appears to be a run of the mill problem fixed. Add those calls
    up, multiply it by the number of occurrences of ****ty service per day and
    it starts to add up.





  10. #10
    Phill.
    Guest

    Re: Phone won't roam

    In article <[email protected]>,
    "tom ronson" <[email protected]> wrote:

    > "DSL GURU" <[email protected]> wrote in message
    > news:[email protected]
    >
    > >Sprint Customer Service is still very poor.

    >
    > SPCS service would have to rally quiet a bit to atain "very poor" status.
    >
    > > but Sprint keeping this known issue secret from
    > > you, and secret from *2 and store people is unacceptable.

    >
    > Yes it is, but all part of a hard day's work down in the cubical.
    >
    > I'd also suggest that SPCS could muster up $250,000 of their $1 bill
    > shortage if they solved problems closer to customer initiation of a support
    > process. This case is a perfect example, the cust has to call numerous times
    > to get what appears to be a run of the mill problem fixed. Add those calls
    > up, multiply it by the number of occurrences of ****ty service per day and
    > it starts to add up.


    But at least 4 of the 5 calls were completed in under 5 minutes so by
    the (misguided) metric SprintPCS uses, they're doing good. Its not just
    the cost savings of solving things the first time, its the Customer's
    opinion of *2 that's at stake.



  11. #11
    Thomas T. Veldhouse
    Guest

    Re: Phone won't roam


    "DSL GURU" <[email protected]> wrote in message
    news:[email protected]
    > > I have Sprint for 3 years and never had any
    > > problems . Now maybe I see why so many people
    > > complain about Sprint

    >
    >
    > Thats what so many of us have been saying and what some Sprint apologists

    bash
    > us or PLONK us for saying. Sprint Customer Service is still very poor.
    >
    > Glad your phone is working now, but Sprint keeping this known issue secret

    from
    > you, and secret from *2 and store people is unacceptable.


    You don't get plonked for saying that Sprint PCS customer service is poor.
    You get plonked for repeating it over and over again an injecting comments
    about it into every thread whether relavent or not. You, DSL GURU, have not
    done this (thank you), hence the lack of a plonk.

    Tom Veldhouse





  12. #12
    tom ronson
    Guest

    Re: Phone won't roam


    "Phill." <[email protected]> wrote in message
    news:[email protected]

    > But at least 4 of the 5 calls were completed in under 5 minutes so by
    > the (misguided) metric SprintPCS uses, they're doing good.


    Very good point ---- one I'd not thot of.

    >Its not just the cost savings of solving things the first time, its the
    >Customer's opinion of *2 that's at stake.


    But I think they do much better with their short-sighted "what can you do
    for me" model ---- I mean if the thing tanks and they start hemorrhaging
    customers think about how the under 5 minutes per call measurement works for
    them.

    I don't believe for a second that SPCS gives a rat's ass one about any
    customer, beyond getting their monthly payment. After that you're own your
    own, for the most part.

    And here's something to consider --- the ALPAs of the group keep pointing to
    the ASL accounts as a HUGE source of problems, right? Well, they stopped
    taking "those" customers on months and months ago ---- so wouldn't the rolls
    be thinned of deadbeats by now? They should be because anyone's who's made
    it this far is no longer really a deadbeat, are they?

    The SPCS customer service system is hopelessly broken, and that's all there
    is to that ---- and the press releases saying otherwise don't make it so.





  13. #13
    Phill.
    Guest

    Re: Phone won't roam

    In article <Z%[email protected]>,
    "tom ronson" <[email protected]> wrote:

    > The SPCS customer service system is hopelessly broken, and that's all there
    > is to that ---- and the press releases saying otherwise don't make it so.


    As long as their prime directive is to "Complete the call" and average
    under 6 minutes a call, they have a problem. Their other problem is the
    sales objectives given to "Service people".

    A customer calls with a problem like "Why am I being charged per K for
    Vision when I signed up for it when I got my new phone", and the answer
    is "Would you like me to add Vision ?", when the answer should be "What
    would you like me to do?", but its no point doing that because the front
    line *2 people have no authority to do anything other than to add
    services to your contract, and they better do it quick if they got one
    of the managers that judges them only by their average call length.

    The Sprint apologists say things are improving. I haven't seen that.

    Good Network, bad service.



  14. #14
    O/Siris
    Guest

    Re: Phone won't roam

    In article <[email protected]>,=20
    [email protected] says...
    > In article <Z%[email protected]>,
    > "tom ronson" <[email protected]> wrote:
    >=20
    > > The SPCS customer service system is hopelessly broken, and that's all t=

    here
    > > is to that ---- and the press releases saying otherwise don't make it s=

    o.
    >=20
    > As long as their prime directive is to "Complete the call" and average=20
    > under 6 minutes a call, they have a problem. Their other problem is the=

    =20
    > sales objectives given to "Service people".=20


    If you're going to be a broken record, at least be current. This has=20
    been refuted so many different ways it isn't even funny anymore. Not=20
    that it's not *a* goal, but that it hasn't been even close to a "prime=20
    directive" for a long, long time.

    >=20
    > A customer calls with a problem like "Why am I being charged per K for=20
    > Vision when I signed up for it when I got my new phone", and the answer=

    =20
    > is "Would you like me to add Vision ?", when the answer should be "What=

    =20
    > would you like me to do?", but its no point doing that because the front=

    =20
    > line *2 people have no authority to do anything other than to add=20
    > services to your contract,=20


    That's not true, either. But I must concede that dishonesty on this one=20
    isn't yours. We have the authority we need to do what's necessary. As=20
    long as we're willing to take the time to justify what we do. Far too=20
    many of the reps issue half-assed credits and/or adjustments and don't=20
    properly notate the adjustment. Hence, there's no way for us to track=20
    why it was done as it was done.

    And when management can't find a valid reason for that action, they=20
    start prohibiting it. That's a perfect example of what I mentioned=20
    previously: that policies are changed, but attitudes take longer.

    > and they better do it quick if they got one=20
    > of the managers that judges them only by their average call length.


    Now you're more on track with that criticism.

    >=20
    > The Sprint apologists say things are improving. I haven't seen that.


    No, Sprint CUSTOMERS say it's improving. You didn't see what Justin=20
    experienced, either, but you believe that. Why the difference?

    >=20
    > Good Network, bad service.
    >=20


    --=20
    -+-
    R=D8=DF
    O/Siris
    I work for SprintPCS
    I *don't* speak for them.



  15. #15
    tom ronson
    Guest

    Re: Phone won't roam

    "O/Siris" <[email protected]întpcs.com> wrote in message
    news:[email protected]
    In article <[email protected]>,

    >>No, Sprint CUSTOMERS say it's improving.


    Oh, are they the same CUSTOMERS that were polled in the recent JD Powers
    survey on cell service? Oh ya, the annual "that's old data" argument is in
    play. Sorry.

    But keep telling yourself how much better it is, that'll make it so. Maybe
    hit the company intranet with the voluminous press releases that repeat the
    chant of "better service" if you start to doubt it --- that'll make it all
    better.

    Denial is not a tool in a service center, or at least legitimate ones.

    Have a nice day.

    --tr





  • Similar Threads




  • Page 1 of 2 12 LastLast