Sprint Chat Transcript
This is still not resolved, but an interesting chat with Sprint.
OK, ignore the typos! LOL
Not resolved, but interesting char with Sprint. OK, ignore the typos! LOL
Chat ID: -6709130084252722606 DATE/TIME: 2021-12-16 22:37:11 You : are you there? You : coverage area info You : coverage area info Veronica P : How may I help you ? You : I’ve been working with Sprint and Samsung techs for days trying to connect a smart watch working on LTE.. You : I need to know of the ICCID it to match exactly? Veronica P : You want to activate watch ? You : I have been working with support for days and they haven’t been able to figure out why the LTE does not work since everything appears to configured correctly. i have also been in the store and they could t figure it out. Veronica P : Okay Veronica P : Please give me a moment to review your account. You : I just noticed and extra F at the end of my ICCID on the estimate thT is not on the plan. could that be the issue? Veronica P : Are you not able to use watch . You : when working with the Samsung tech he couldn’t find anything wrong and said to make sure the EID and ICCID match correctly. You : the LTE will not connect. everything works fine over Bluetooth You : data is fine over wifi. You : I get error phone not allowed. Veronica P : Let me check You : again. ICCID has an extra character at the end in the esim that is not in the plan ICCID. Veronica P : Plesae share the ICCID Veronica P : We have a dedicated technical team You : *******************F. is on the watch plan details Sandra M : Hi, my name is Sandra, your tech expert. I would be glad to assist you. Please allow me sometime to review the chat so that you don’t have to repeat anything what you already have shared. Sounds good?. You : I’ve worked with the fir hours. You : been through about 7 techs and in the store also. 😆 You : phone number for phone is 5122596718. You : watch number is 5122697297 Sandra M : I have gone through the conversation and can see that you are contacting reagrding the watch . You : last thing the Samsung tech said was the watch is fine look at the EID and.ICCID. Sandra M : may I know the make and model of your watch? I meant series 2, 3 4 You : yep. started working on it 2 days ago with tmoble You : watch 4 You : samsung note 10 You : thechs have reset watch, all phone apps and then sent me to Samsung tech. Sandra M : I would like to inform you that galaxy watch will work by connecting with phone through bluetotth only. You will be able to make call and receive, text and data with bluetooth . You : Samsung did the same. reset watch 4 times and came to the ID conclusion Sandra M : Yes, because it doesn’t work without connecting to bluetooth. You : please reread the LTE version is to be able to be standalone. that’s the reason you spend the extra 100 and pay for a monthly plan! Sandra M : I understand you but it doesn’t work standalone. You : samsung and other techs have confirmed it is supposed to. You : what good is the LTE service and plan then? Sandra M : As you have the plan, you use for call text and data. Sandra M : I am sorry for that but galaxy watch doesn’t work without connecting you watch with Bluetooth. You : exactly! without the need of the phone. You : you are the fist tech I’d all the 7 to say that. Sandra M : There is nothing we can do as it will work with bluetooth only. You : I can call text and data over Bluetooth with ghe non lte version. again, what’s the extra lte version and extra plan for? Sandra M : If you do not have plan, you won’t be able to .use for call text and data. You : samung support tech and store support tech said thst it does and should be working as stand alone since it looks configured correctly. You : yes you can! You : over Bluetooth connected to your phone. Sandra M : No it doesn’t work. Data cannot be shared over bluetooth. If it is working in standalone, they should be able to fix the issue. As it is not working, they cannot fix it. You : that is why I’m contacting you to help fix it. You : I was told this happens once and awhile and is fix able. You : hello. I need support to help fix it. thus my call back to you the support tech. Sandra M : It won’t work without connecting to Bluetooth. THis is not for you but this is for all the galaxy watch user. Sandra M : There is nothing we can do. You : send me to your manager. that cam help Sandra M : Please allow me sometime. You : ok. I’ll wait. samsung and other tmobile techs stated it should work without the phone. Sandra M : If I connect you with my supervisor, you will get the same answer, Do you still want connect with my supervisor? You : yes Sandra M : Okay. Sandra M : PLease allow me sometime. You : still waiting…… You : I’m guess the manager is busy? Sandra M : While we are waiting, we can try in companion mode that you will be able to use watch as an extension of phone, Sandra M : Will that be fine for you? You : no I know that works. I’ve used it that way already. I would like to get the LTE service functional. it states no network available. You : thus the reason for this call. Sandra M : tap Settings.
Tap General.
Tap Reset.
You can Back up data at this time.
Tap Reset.
Wait for the device to resetYou : wow 8ts already been 1.5 hours connected to this chat with 2 techs You : been there 6 or more times with ghe other techs. it did not work You : again. please verify the ICCID. You : it is what Samsung suggested after 4 resets. Sandra M : Please allow me sometime. You : I think I have been more patient than most people would have been. Sandra M : Thank you for your patience. You : I have spent over 20 hours with tmobile support over the last 3 days. Sandra M : Please iccid is *************6752F. You : that’s on the esim. You : there is no F at the end on the assigned plan Sandra M : This watch work with esim that is it is showing ICCD on the watch. You : I am not sure if that is the mismatch or if that is ok. You : 6752F is what is the plan in your system? I didn’t see the F on ghe system plan only on the ESIM Sandra M : The F is for the t-mobile network. You : ok but when I look it up on the app the device I fo for the watch does not have the F at the end. Sandra M : Please follow the steps that I have shared once. You : the reset steps? Sandra M : Yes please. You : that all you shared. Sandra M : After that I will share the steps. You : ok ill let you go. I will visit another tmobile store tomorrow. Sandra M : Let’s try the steps one more time please. You : I’ve been down the reset path too many times another one winter make a difference. You : still waiting on the manager You : did you make any changes in anything on ghe back end? Sandra M : Yes. You : what change was made? Sandra M : Let’s perform the steps and check if it is working. You : what was changed You : you don’t believe this works as stand-alone. I don’t think you made any changes. Sandra M : It is internal changes. Sandra M : So please perform the steps. You : I am on the phone the watch connects to so I will loose this chat. I have over 20 years in tech field and would like to know what type in internal change was made. Sandra M : I am connecting you with my supervisor. Sandra M : Please stay connected. You : ok You : do you have an eta on the connection? Sandra M : My supervisor is logging in. Please stay connected. You : ok Martha : Hi, My name is Martha, a Supervisor in the Chat department. Please give me a few minutes to review your conversation with the previous chat specialist. You : good evening martha You : ok You : Tuesday is worked with techs on the phone. Tuesday I went in the tmobile store. today I would with techs on the phone and then techs with samsung. all of them stated the lte watch works without a phone connected. now I have the tech telling me all of the as well as the literature are incorrect. that lte does nothing more than the standard watch that connects to a phone over Bluetooth. Martha : Good evening You : each of the 7 previous techs have had me perform resets many times and even Uninstaller the phone software and reinstall it. Martha : As I understand, you’re unable to use cellular on your watch after turning off Bluetooth in your phone. Is that correct ? You : I was calling to follow up on the statement from the Samsung tech about a possible mismatch EID or ICCID. You : just needed verification on that. You : yes You : no network service can be found by the watch Martha : The Bluetooth is required only at the time of setup, Once it is set up, you can use watch even after turning off Bluetooth in your phone Martha : If you’re facing issues then we will look into it and if required, I will create a ticket to fix this issue You : it is supposed to work that way yes. Martha : Please turn off the Bluetooth in your phone now and turn on cellular in your watch settings and then please make a call from your watch You : thank you. this is the same status as on Tuesday, but better than being today the device doesn’t work that way. You : states connecting at this time stad by You : screen says “no mobile networks available” and an ok button. Martha : Is cellular turned on in watch ? You : notification with phone not allowed and the time You : set to always on. mobile data on “blue” plan tmobile 752 You : answer was yes its on Martha : It seems the cellular is not configured correctly in your watch. In this case please unpair your watch once You : I see cell signal and wifi signal Martha : Please let me know when you’ve unpaired it You : we’ve done this many time with the various techs. samsung stated it is likely a mismatched EID OR ICCID. if I reset the watch I will be dropped from this app as this is the phone it pairs to. again was just calling to get the EID and ICCID verified. You : if that can be verified this call would end. You : I noticed an F at the end of the ICCID on one screen but not on the other. is that normal or should they match? Martha : Please let me know the IMEI and ICC-ID showing in your watch so I can confirm if it’s matching with the info loaded here at our end Martha : Please confirm the phone line to which you have paired the watch You : IL send it, in the app an F appears an the phone app about the watch the F does not appear. You : phone 5122696718 Martha : Thank you Martha : Please allow me few minutes You : working with other techs in the past they tried other phones and that faoliled. it required the 6718 line You : ok You : watch is 5122697297 You : we had this issue with the previous watch and thought it to be a watch issue. this replacement is doing rhe same thing so the watch was not the issue. You : eime. XXXX You : XXXXX You : xxxxxx You : iccid xxxxxx You : XXXXXXX You : xxxxxx Martha : I have reviewed the account. IMEI of the watch is correctly loaded. The F at the end of ICC-ID in watch shows that your watch is on T-mobile network, This “F” will not show in watch app in phone. It’s normal. You : that’s from about watch Martha : Please share a screenshot of watch app where it’s showing the ICCiD You : ok thank you fir the info. I’ll let the store try and figure it out tomorrow. you have a good night. You : can I share it in here? Martha : Yes please You : it will not allow me to paste the image. Martha : You should be getting an option to attach the file in chat window You : I have not received a prompt nor can I see an option in this app Martha : Please type the ICC-ID showing in watch app Martha : I will check if it’s correct or not You : it matches missing the f You : confirmed before callin You : before contacting you You : you stated that’s normal so I was giving up. Martha : Okay in watch it will show “F” but in watch app it will not show “F”. It’s normal. The F is shown in watch settings tells that watch is connected to t-mobile network Martha : Let’s unpair the watch once and set it up in companion mode once again. If still does not work, I will create a ticket You : ICCID
*******************You : it works fine in companion mode. the only thing that does not fu cation is the LTE as it can’t find a network. You : this is the same thing that was wrong g with the Tuesday watch. this one was overnighter to me today and has same issue. Martha : Are you able to use calling in watch after turning off bluetooth in phone ? You : it completely works paid to my phone. You : no Martha : That means cellular is not working in your watch Martha : Please unpair it and set it up in companion mode once again. If still it does not work, I will create a ticket to resolve it You : yes. correct. this is the second one in 3 days. You : ok stand by. if I lose you I will bring it yo the store tomorrow. Martha : I will keep myself connected You : yiu want me to initiate restart in watch or in software? Martha : Step 1: Delete from the Phone You : reset mobile plans or not? have done it both ways Martha : 1. Open the Samsung Wearable App from the primary Samsung Galaxy smartphone the Galaxy Watch is paired to. Martha : 2. Scroll down and tap Mobile Networks. Martha : 3. Under Mobile Networks, tap Turn Off You : in app ok Martha : 4. On the Warning Pop Up, tap Turn Off. Martha : Step 2: Finish deactivation from the Watch Martha : 1. Tap the Settings icon. Martha : 2. Tap Connections You : following your steps Martha : 3. Tap on Network Martha : 4. Tap Remove. The Watch will turn off and back on. Martha : 5. Tap the Settings Icon Martha : 6. Tap General Martha : 7. Tap Reset Martha : 8. Tap the Check Mark to complete the Watch Reset. Martha : Please let me know when you’ve completed all these steps You : signed out of watch on phone You : turned off mobile plan 752 You : 4/4 is that mobile plans remove? only have mobile networks not just a mobile Martha : Yes please tap on remove You : you steps don’t complete match my devices. ok You : plans removed Martha : I am sorry for the inconvenience. I kept the steps short because you’re chatting on app and lengthy steps sometimes may lead to chat disconnection Martha : I don’t want you to lose the chat You : watch reset restarting on own You : it’s OK I’ve done this at least 35 times in the last 3 days. Martha : Yes, Once the watch is turned on please go to settings >> general >> reset , Tap the Check Mark to complete the Watch Reset. You : just want to follow you instructions to make sure you ate satisfied, just as I have with the other 7 people. You : that is taking place now. it will come up on ghe welcome screen. Martha : I thoroughly reviewed the phone and watch line both. The companion code on watch watch was showing secondary and on phone line it was showing primary so that could be issue your watch was not working properly and I am trying to get that fixed You : it’s ready Martha : Locate the Galaxy Wearable app on your smartphone. You : thanks for the info. Martha : Click Start to begin the search for new device. Martha : The watch will automatically display the PIN when it’s found by the app. Martha : The app should recognize the new watch a the PIN matches. Martha : Agree to usage and locattion details in the Galaxy Wearable app.
Click Agree.Martha : The watch and the app will now begin the setup process. This may take a few minutes. Martha : Choose your existing Google account or a new account to begin the setup. Martha : Enter Google password and tap SIGN IN. Martha : You can choose to restore from a backup. Martha : If no backup exists, skip this step. Martha : After the backup is complete, you can choose a DIGITS plan. Martha : Please make sure you choose DIGITS plan. Martha : Setup will finish up. You : it kicked me out Martha : Please try again You : just confirmed pair. you still there. I had yo log into my account Martha : Yes I am here You : states getting g watch ready will follow the normal will pick digits plan You : 60% You : skipping Google account info. Martha : Okay You : looking for mob plan You : just signed into sprint You : I have reconnect to existing plan. no choice You : 500md galwatch plan You : add plan You : use tmob plan Martha : Please reconnect to existing plan You : welcome finishing up You : all st watch starting Martha : Okay You : tour Martha : Once the watch is up, Please turn off WiFi in watch and turn on cellular You : the only person that dud the tour more than me is the developer Martha : I understand how the situation can be frustrating. You : looks like it’s ready to disable Bluetooth You : do you want to check anything before Bluetooth is turned off? Martha : Please go ahead and Please turn off the WiFi in watch, turn on the cellular in watch You : ok You : ok . test call? Martha : Yes please You : call ended. no mobile networks available. I’ll go into a store again tomorrow. You : thank you for all of hour help. greatly appreciated Martha : Let me create a ticket for you. You : ok ill hold on You : watches 2 humans 0. Martha : I am also applying a one credit adjustment of $25 as a token of apology for the inconvenience You : thanks. after 3 hours tonight I thought we were going to get it. then again, it thought that this afternoon after the hours with them. and the hours on Tuesday. lol. sure has been costly In time. You : again thank you for trying and not telling me it doesn’t work that way. You : you working on yhe ticket? Martha : Your ticket number is SD7690296 / IM6445777 Martha : I have also applied a $25.00 credit adjustment in your account successfully You : do I get a transcript? You : again. thanks. Martha : At the end of our conversation you will get an option to send the chat transcript at your email Martha : You’re welcome You : ok. hope your shoft gets better. thanks again. You : bye You : shift. Martha : Thank you. I am really sorry that we couldn’t fix the issue however I have created a resolution ticket for you. Our back-end team will work upon it to find the root cause of the issue Martha : They will fix it Martha : You can also get it examined at store (If you wish so) Martha : A note has been added to your account to capture the details of our conversation for other individuals to reference when they access your account. You : will do. much appreciated. bye You : great thanks Martha : Is there anything else I can assist you with today? You : nope,, that’s it. Martha : Have a great day! Please don’t hesitate to chat again if you need assistance in the future. You : understood. You : can you terminate the chat?