Troubleshooting Module 12 TracFone Wireless Training Guide November, 2016

Transcription

1 Troubleshooting Module 12 TracFone Wireless Training Guide November, 2016

2 Customers Service Customer Service Hours of Operations 8:00 a.m. - 11:45 p.m. EST IVR Main Menu Press Selection 1 Simple Mobile 2 Page Plus 3 NET10 Wireless 4 TracFone/SafeLink 5 Telcel 6 Total Wireless 1 - Press the number for the brand you need 2 - Press Other Options 3 - When prompted enter for priority routing to an Agent 2

3 Retail Store Helpline Press 1 - Simple Mobile Selection 1 To reactivate or Re-Up a service 2 3 To Activate your service with a new phone number For all other options - please enter your reference number to route to an agent 9 To return to the previous menu 0 To repeat this menu Press TracFone/SafeLink Selection To reactivate or add airtime to your service To activate your service with a new phone number 3 To transfer your phone number 4 For all other options - please enter your reference number to route to an agent 9 To return to the previous menu 0 To repeat this menu Press Page Plus Selection To add money to an account using a PIN or Prepaid card Any other services including technical support or customer service. Please enter your reference number to route to an agent 9 To return to the previous menu 0 To repeat this menu Press Telcel Selection To reactivate or add a service plan to your Service To activate your service with a new phone number For all other options - please enter your reference number to route to an agent 9 To return to the previous menu 0 To repeat this menu Press NET10 Wireless Selection Reactivate or add airtime to your service To activate your service with a New Phone Number To transfer your phone number For all other options - please enter your reference number to route to an agent 9 To return to the previous menu Press Total Wireless Selection To reactivate or add a service plan to your Service To activate your service with a new phone number For all other options - please enter your reference number to route to an agent 9 To return to the previous menu 0 To repeat this menu 0 To repeat this menu 3

4 Quick Reference Guide If the Customer Carrier is unknown: 1 - Remove SIM card 2 - Use the chart below to verify Carrier 3 - Reinsert SIM card 4 - Use the Troubleshooting by Carrier SIM card by Carrier Carrier SIM Begin With AT&T T-Mobile Verizon LTE Verizon No SIM Sprint No SIM *Retail agents need to get authorization from the customer before completing a master reset. Master resets will erase all data from the device. 4

5 Quick Reference Guide Unable to Make or Receive Calls AT&T / 7 T-Mobile / 10 Verizon / 13 Sprint / 16 Data Issues Cannot access browser/ Send Pictures (MMS) AT&T / 7 T-Mobile / 10 Verizon /13 Sprint / 16 Text Messages (SMS) Cannot Send/Receive AT&T / 8 T-Mobile / 11 Verizon / 14 Sprint / 17 Call Waiting AT&T / 8 T-Mobile / 11 Verizon / 14 Sprint / 17 Voic - No Voic option AT&T / 8 T-Mobile / 11 Verizon / 14 Sprint / 17 5

6 Quick Reference Guide Voic - Calls do not reach Voic AT&T / 8 T-Mobile / 11 Verizon / 15 Sprint / 17 Voic - Setup by someone else AT&T / 9 T-Mobile / 12 Verizon / 15 Sprint / 18 Voic - Forgot password AT&T / 9 T-Mobile / 12 Verizon / 15 Sprint / 18 Caller ID - Appears as Unknown/Private when the customer calls anyone AT&T / 9 T-Mobile / 12 Verizon / 15 Sprint / 18 Caller ID AT&T / 9 T-Mobile / 12 Verizon / 15 Sprint / 18 6

7 AT&T Handset Troubleshooting Unable to Make or Receive calls 2 Remove and re-insert the SIM card 3 Unable to receive calls: Disable call forwarding with *73 4 Make sure there are at least 2 signal bars 5 Master-Reset the device (see manufacturer manual) 6 Call Tech Support Data Issues Cannot access browser/picture Messaging (MMS) 2 Remove and re-insert the SIM card 3 Make sure there are at least 3 signal bars 4 Verify if the Data option is enabled 5 Make sure the Airplane mode is off 6 Test different websites 7 Clear Cache and Cookies (see manufacturer manual) 8 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 9 Call Tech Support 7

8 AT&T Handset Troubleshooting Text Messages (SMS) - Cannot Send/Receive 2 Make sure there are at least 2 signal bars 3 Remove and re-insert the SIM card 4 Send TEST SMS to their phone 5 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 6 Call Tech Support Call Waiting 1 *73 to disable call forwarding Voic - No Voic option 1 Press and hold the 1 key or call the customers phone number to access their Voic Voic - Calls do not reach Voic 1 *73 to disable call forwarding 2 Place a test call from another device and verify if the call reaches the Voic 3 Call Tech Support 8

9 AT&T Handset Troubleshooting Voic - Setup by someone else Voic - Forgot password Caller ID - Appears as Unknown/Private or someone else s name when the customer calls anyone 1 Check phone settings to determine the caller ID option is not set to off. Caller ID (all other issues) 9

10 T-Mobile Handset Troubleshooting Unable to Make or Receive calls 2 Remove and re-insert the SIM card 3 Unable to receive calls: Disable call forwarding with *73 4 Make sure there are at least 2 signal bars 5 Master-Reset the device (see manufacturer manual) 6 Call Tech Support Data Issues Cannot access browser/picture Messaging (MMS) 2 Remove and re-insert the SIM card 3 Make sure there are at least 3 signal bars 4 Verify if the Data option is enabled 5 Make sure the Airplane mode is off 6 Test different websites 7 Clear Cache and Cookies (see manufacturer manual) 8 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 9 Call Tech Support 10

11 T-Mobile Handset Troubleshooting Text Messages (SMS) - Cannot Send/Receive 2 Make sure there are at least 2 signal bars 3 Remove and re-insert the SIM card 4 Send TEST SMS to their phone 5 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 6 Call Tech Support Call Waiting 1 *73 to disable call forwarding Voic - No Voic Option 1 Press and hold the 1 key or call the customers phone number to access their Voic Voic - Calls do not reach Voic 1 *73 to disable call forwarding 2 Place a test call from another device and verify if the call reaches the Voic 3 Call Tech Support 11

12 T-Mobile Handset Troubleshooting Voic - Setup by someone else Voic - Forgot password 1 Call #PWD# - Customer will receive SMS with password information Caller ID - Appears as Unknown/Private or someone else s name when the customer calls anyone 1 Check phone settings to determine the caller ID option is not set to off. Caller ID (all other issues) 12

13 Verizon Handset Troubleshooting Unable to Make or Receive calls 2 For 4G LTE Devices ONLY Remove and re-insert the SIM card For 3G Devices ONLY Dial *22890 and have the customer follow the voice prompts 3 Unable to receive calls: Disable call forwarding with *73 4 Make sure there are at least 2 signal bars 5 Master-Reset the device (see manufacturer manual) 6 Call Tech Support Data Issues Cannot access browser/picture Messaging (MMS) 2 For 4G LTE Devices ONLY Remove and re-insert SIM card For 3G Devices ONLY Dial *22890 and have the customer follow the voice prompts 3 Make sure there are at least 3 signal bars 4 Verify if the Data option is enabled 5 Make sure the Airplane mode is off 6 Test different websites 7 Clear Cache and Cookies (see manufacturer manual) 8 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 9 Call Tech Support * Note: Verizon customers *22890 is a standard troubleshooting step. *22890 SHOULD NEVER be used with Verizon LTE; it will disable the SIM resulting in a replacement. 13

14 Verizon Handset Troubleshooting Text Messages (SMS) - Cannot Send/Receive 2 Make sure there are at least 2 signal bars 3 For 4G LTE Devices ONLY Remove and re-insert the SIM card For 3G Devices ONLY Dial *22890 and have the customer follow the voice prompts 4 Send TEST SMS to their phone 5 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 6 Call Tech Support 1 *73 to disable call forwarding Call Waiting Voic - No Voic Option 1 Call *86 or call the customers phone number to access their Voic * Note: Verizon customers *22890 is a standard troubleshooting step. *22890 SHOULD NEVER be used with Verizon LTE; it will disable the SIM resulting in a replacement. 14

15 Verizon Handset Troubleshooting Voic - Calls do not reach Voic 1 *73 to disable call forwarding 2 Place a test call from another device and verify if the call reaches the Voic 3 Call Tech Support Voic - Setup by someone else Voic - Forgot password Caller ID - Appears as Unknown/Private or someone else s name when the customer calls anyone 1 Check phone settings to determine the caller ID option is not set to off. Caller ID (all other issues) 15

16 Sprint Handset Troubleshooting Unable to Make or Receive calls 2 Remove and re-insert the SIM card 3 Unable to receive calls: Disable call forwarding with *73 4 Make sure there are at least 2 signal bars 5 Reset network connection Android: ##72786# iphone ##873283# 6 Call Tech Support Data Issues (Cannot access browser/ Picture Messaging (MMS) 2 Make sure there are at least 3 signal bars 3 Update the Profile via the phone settings 4 Verify if the Data option is enabled 5 Make sure the Airplane mode is off 6 Test different websites 7 Clear Cache and Cookies (see manufacturer manual) 8 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 9 Call Tech Support 16

17 Sprint Handset Troubleshooting Text Messages (SMS) - Cannot Send/Receive 2 Make sure there are at least 2 signal bars 3 Update the Profile via the phone settings 4 Send TEST SMS to their phone 5 *Messaging apps such as GO SMS may cause the phone to not send/receive SMS/MMS. Ask the customer if they/you can remove the app and send a test SMS/MMS* 6 Call Tech Support Call Waiting 1 *73 to disable call forwarding Voic - No Voic Option 1 Press and hold the "1" key or call the customers phone number to access their Voic Voic - Calls do not reach Voic 1 *73 to disable call forwarding 2 Place a test call from another device and verify if the call reaches the Voic 3 Call Tech Support 17

18 Sprint Handset Troubleshooting Voic - Setup by someone else Voic - Forgot password Caller ID - Appears as Unknown/Private or someone else s name when the customer calls anyone 1 Check phone settings to determine the caller ID option is not set to off. Caller ID (all other issues) 18