I hope that nobody has to go through what I went through yesterday and today to get their picture mail up and running with sprint. We've had this feature for a while, but never used it. Recently I decided it was time that we learn how. We've changed our plan now and will have web access soon, so now's as good a time as any.
Little did I know that we'd get to spend about 4 hours on the phone with 3 different levels of sprint technical support. At first, we had the option blocked, so I got into a chat with Lapri (maybe from the Phillipines) and unblocked web access so that picture mail would work. I tried several times to get pics sent after that and kept getting nothing, so I decided to dive in and call tech support. I was getting the pmltpm87 error.
The first person I got was Armando in Tulsa. He was a great guy and he worked with me for over an hour, but couldn't get anything going, so he handed me off to Tier 2 support. Right off the bat, Jesse at Tier 2 started hammering away with "have you checked to see if the web works?"...my reply: "whuuhhh?....don't you have a ticket in front of you that you can read?". Yeahhhhh...I can see that this person's going to be boatloads of help. She's going to have me completely nuke/reset the phone as I had done with Armando, but still, I'm game. We start to sync the phone with the desktop and it takes a while since my wife runs lotusnotes. She offers to call me back in 15 minutes and gets off of the phone. 40 minutes later, I call Tier 2 and can't speak with Jesse, so I have to go through all of this again with Alessandra, who is nice, but while we're troubleshooting...you guessed it...the phone I'm using drops the damned call. 20 minutes from the Sprint World Vacant Campus and my phone drops the call while I'm sitting at a desk near a window. Alessandra, who has my number....doesn't call back. I call back and can't talk to Alessandra, so now I have to deal with John. He's a nice chap and works with me until we've exhausted just about everything that you can do to one of these phones and decides to kick this one up the chain to the Tier 3/Engineers. He sets me up with a ticket and MJ calls later to get all of the details right before sending it up the chain. Resolution time estimate 51 hours.
It's Tuesday now. At about 830am I got a call from Sean, who I can only assume was in Tulsa. He's a good guy and he's done his homework on the ticket just like I used to do. He's gone through the ticket to see what we've done already, so I don't have to explain..again...what is going on. We troubleshoot some more and then he went in and completely pulled the phone off of the plan, reinstated it, then had me go into the ##PRI# (web side of the phone) and reset it.
Next thing I know...I'm sending pictures to people. Sean's the man!
Things we tried:
Resets
Battery Pulls
Reprovisioning
Depro/Repro from Tier 2 end
##3282# Update Vision
##3282# Restore
Clear Picture Token
##786# Reset
##Unlock Code# Activate
##PRI#
At least you are in driving distance of the Sprint World Vacant Campus, so you can drive there and find no one to smack in person now.
ReplyDeleteThat's just it though.... The people who handle stuff for PCS are in Tulsa. You should see the number of vacant business and office spaces around here....kinda strange.
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