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Help Not receiving texts

dg61981

dg61981

Android Enthusiast
So for the last 2 days no matter what I do I can't receive texts. Data, phone calls and sending texts all work fine. Anyone else have this issue?
 
I personally haven't. Whenever I've had a problem with receiving it's also linked with an issue sending. Have you ever had the code 64 class 2 error come up? I think I have the ultimate fix for that.
 
Yeah I've had that problem as well. But this time is different. I can send texts but when someone replies I never receive it. I've tried both options under system update and a 6 hour battery pull. Nothing works. Gonna call virgin today and try to get it resolved.
 
If VM's regular support can't help, post here again. I will reiterate some phone numbers I know of to get you to higher support, but you should call their regular CS department first so they have you on file.
 
metal571 said:
If VM's regular support can't help, post here again. I will reiterate some phone numbers I know of to get you to higher support, but you should call their regular CS department first so they have you on file.
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Called them today and was on the line with them for 40 minutes! To no avail. The guy was dumbfounded about the issue. And to make matters worse, now my data doesn't work. Every time i run diagnostics under the my account app, it says that its working.The tech guy even confirmed on his end that it shows as functioning properly. But when i try to open an app that needs a data connection, it says no network try again. Also when i open the stock and chrome browsers and type in any address, it automatically re-directs me to the mobile version of VM's website. I'm at a loss for words. I've tried everything except a factory reset which i don't wanna do because i don't wanna spend all that time reloading my apps. The guy "escalated my ticket" to the highest level of VM's tech support team. He said that if they can't resolve it within 24 to 48 hrs, i need to call them back. For what? So they can tell me they don't know what to do? They maintain its a software issue and not the phone itself; which i tend to believe due to the fact that 3 days ago, all was well. I just don't get it. Anybody that can help, please do! I need it!!!
 
Alright, call this number: 877-291-5717. That is their Executive Resolution Team (ERT) call center. Tell them you were given the number by regular CS. Regular CS is almost hopeless, so I'm not surprised by your story. The people at this number know what they're talking about. They write the scripts for regular CS.
 
metal571 said:
Alright, call this number: 877-291-5717. That is their Executive Resolution Team (ERT) call center. Tell them you were given the number by regular CS. Regular CS is almost hopeless, so I'm not surprised by your story. The people at this number know what they're talking about. They write the scripts for regular CS.
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They write the scripts...LOL! I really did laugh out loud! Isn't that the same dept. he "escalated my ticket" to? Or should i just call them anyways?
 
dg61981 said:
Called them today and was on the line with them for 40 minutes! To no avail. The guy was dumbfounded about the issue. And to make matters worse, now my data doesn't work. Every time i run diagnostics under the my account app, it says that its working.The tech guy even confirmed on his end that it shows as functioning properly. But when i try to open an app that needs a data connection, it says no network try again. Also when i open the stock and chrome browsers and type in any address, it automatically re-directs me to the mobile version of VM's website. I'm at a loss for words. I've tried everything except a factory reset which i don't wanna do because i don't wanna spend all that time reloading my apps. The guy "escalated my ticket" to the highest level of VM's tech support team. He said that if they can't resolve it within 24 to 48 hrs, i need to call them back. For what? So they can tell me they don't know what to do? They maintain its a software issue and not the phone itself; which i tend to believe due to the fact that 3 days ago, all was well. I just don't get it. Anybody that can help, please do! I need it!!!
Click to expand...

It seems the rep screwed up your acct even further. If you do end up factory resetting your device, you can always backup to Google under Settings->Privacy->Back up my settings. You should do this over WiFi. Anything on your mSD should be safe. Alternatively, root it and use a backup app.
 
doboy said:
It seems the rep screwed up your acct even further. If you do end up factory resetting your device, you can always backup to Google under Settings->Privacy->Back up my settings. You should do this over WiFi. Anything on your mSD should be safe. Alternatively, root it and use a backup app.
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I have it set to back up already. Is there an option to do that at anytime?
 
dg61981 said:
They write the scripts...LOL! I really did laugh out loud! Isn't that the same dept. he "escalated my ticket" to? Or should i just call them anyways?
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No, they give you "tier 3" support, that's lower than the ERTs. And I'm serious! They really do write the scripts. The regular CS department reads from scripts.
 
metal571 said:
No, they give you "tier 3" support, that's lower than the ERTs. And I'm serious! They really do write the scripts. The regular CS department reads from scripts.
Click to expand...

oh no i wasn't questioning that. I know that they do. It was just the inflection i heard in my head when i read it.
 
metal571 said:
Alright, call this number: 877-291-5717. That is their Executive Resolution Team (ERT) call center. Tell them you were given the number by regular CS. Regular CS is almost hopeless, so I'm not surprised by your story. The people at this number know what they're talking about. They write the scripts for regular CS.
Click to expand...

Called that number and a lady answered and said "thank u for calling VM how may i direct your call?" I said Ert center and she said ok. Then a message played that said "You've reached a toll free number that is no longer operable. Please dial 611 from your handset to reach CS." SOL i guess...
 
dg61981 said:
Called that number and a lady answered and said "thank u for calling VM how may i direct your call?" I said Ert center and she said ok. Then a message played that said "You've reached a toll free number that is no longer operable. Please dial 611 from your handset to reach CS." SOL i guess...
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She must have directed you to regular tier 3 support. You should just say that you need technical support and have difficulties with your phone that regular CS couldn't solve, and were given this number.
 
dg61981 said:
oh no i wasn't questioning that. I know that they do. It was just the inflection i heard in my head when i read it.
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ok so i got thru to ERT. They said all they can do is refer me back to tier 3 support. And again they "escalated my ticket." WTF?!? Im starting to get a lil frustrated. I've been taking it all in stride up until now. I need my phone for my job and that requires recieving texts and access to data without having to use wifi all of the time. Im really beginning to think something has gone awry with my phone and that i need to just get a new one. Which brings me to my next question...if i bought the phone from radioshack online, can i exchange in store or should i just go thru VM's warranty program. I've had my phone since 6/4. Bought it on 5/31.
 
dg61981 said:
ok so i got thru to ERT. They said all they can do is refer me back to tier 3 support. And again they "escalated my ticket." WTF?!? Im starting to get a lil frustrated. I've been taking it all in stride up until now. I need my phone for my job and that requires recieving texts and access to data without having to use wifi all of the time. Im really beginning to think something has gone awry with my phone and that i need to just get a new one. Which brings me to my next question...if i bought the phone from radioshack online, can i exchange in store or should i just go thru VM's warranty program. I've had my phone since 6/4.
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It's probably an activation issue, not the phone, but you should go through VM's warranty because it's past the 30 days that Radioshack gives you to my knowledge.
 
metal571 said:
It's probably an activation issue, not the phone, but you should go through VM's warranty because it's past the 30 days that Radioshack gives you to my knowledge.
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But it worked fine up until 2 days ago. How could it be an activation issue? Not being sarcastic just genuinely inquisitive.
 
dg61981 said:
But it worked fine up until 2 days ago. How could it be an activation issue? Not being sarcastic just genuinely inquisitive.
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To be brutally honest...you just never really know for sure with this particular phone if it really is activation, sprint's network, or the phone hardware itself. So many things can go wrong with this specific phone on this particular network. Best you can really do is try one thing at a time. I actually made a thread called Radio Interface Resource Shortage FIX, you might want to try my steps in there. So far a few people have benefited greatly from that and maybe it could fix your service problems here too. The procedure deactivates and reactivates your phone, but you don't lose your service plan or month time or data, etc.
 
metal571 said:
To be brutally honest...you just never really know for sure with this particular phone if it really is activation, sprint's network, or the phone hardware itself. So many things can go wrong with this specific phone on this particular network. Best you can really do is try one thing at a time. I actually made a thread called Radio Interface Resource Shortage FIX, you might want to try my steps in there. So far a few people have benefited greatly from that and maybe it could fix your service problems here too. The procedure deactivates and reactivates your phone, but you don't lose your service plan or month time or data, etc.
Click to expand...

I tried it. Thanks for that BTW. So i just got a call back from ERT and she said that they will not be able to troubleshoot my issue due to there being an outage in my area. Apparently those storms in the midwest knocked out a lot of states GA included. But in the same breath, why does my wifes LG Optimus Elite work 100% fine and my HTC Evo V 4G doesnt?
 
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