New board topics in Sprint Community

Cancelled

w07f — Tue, 26 Jun 2018 08:13:23 GMT

I just started a new job after being unemployed for almost a year. i called sprint a this past thursday on a borrowed phone asked to speak to some one in billing and explained my situation i was told there was nothing he could do untill i payed in full 690 some dollars. i told him i would be paid next week(this friday) and that i would cover as much as i could to start chipping away at the bill. he said he would make a notation on my acount and that other then the monthly bill piling on nothing else would hapen. four days later my acount is canceled and the number i have had for ten plus years is gone. i have been a very loyal sprint customer for almost ten years (since switching from verizon) and am simply outraged at this. on top of the email notifying me that they have canceled my account they want me to send my phone back.. is there any way to retrieve my number?

I understand if it is policy to terminate the number after getting so far behind but i shouldnt be made promises on a recored phone call that arn't going to be carried through. i hope you can point me in the right direction of some one to contact to get this resolved or i will press forward with the many media outlets at my disposal (perks of the new job) and do enough damage the can you hear me now guy will be joining me back at verizon.

GF

dbzrfl — Tue, 26 Jun 2018 03:27:49 GMT

How can I have a GF plan 4 lines no access fees for life and this month all my lines now have access fees?

I thought since I was in an old plan with the peomise of no access fees. I wouldnt have any now.

Calling Plus not working Galaxy S8 in Marco Island Florida

alleninc02 — Tue, 26 Jun 2018 01:04:09 GMT

My issue with Calling plus not working (Only here on Marco Island) is not into it's 3rd week with no fix.

As this issue seems to be specific to my area, I felt it important to start a new post. This issue has nothing to do with any "fixes" posted elsewhere. I have had phone calls from sprint care, who simply said they would call me back and never did. I have been told by Sprint Care people here there may be some sort of issue with MSINI numbers or somethng duplicating, yet no fixes yet.

Now I have been doing tests. I live in Marco, and ALL WI FI connection attempts here work fine, but CALLING PLUS WILL NOT WORK HERE ON MARCO ISLAND FL. I drove to Immokalee FL, connected to wi-fi there, made sure LTE beta was turned off in calling plus, then activated calling plus in Immokalee FL. it worked fine for hours. Upon returning to Marco island FL I tried on two different Wi-Fi locations and calling plus WILL NOT activate. Come in Sprint... can we get a fix to this issue by now? Some of our lives depend on receiving calls and being in constant contact for business. this issue with Sprint Towers here somehow blocking my use of Calling plus via wi-fi needs fixed PLEASE!!

Warning sprint customer service is THE WORST

Chubbz — Mon, 25 Jun 2018 23:25:35 GMT

Called in to get a bill corrected that I spent 2 hours on the phone last month correcting. Supposedly everything would be corrected on my next bill and to nobody’s surprise nothing was corrected. The rep I spoke to last month could barely speak English so I eventually got to speak with their manager and get everything figured out. So this month I try to skip the headache when I call I immediately ask for a U.S. representative. The only response I got was that “we don’t have any way to transfer you to a rep in the United States.” So then he immediately sends me to a manager and I’m still on hold right now it’s going on 20 minutes. Fingers crossed I get absolutely any help at all.

Subsidized Device Charge

bobbysuavey — Mon, 25 Jun 2018 23:03:33 GMT

Hello!

Over three years ago, I signed a 24 month contract, and received an iPhone for free (just paid the taxes, and owned the device). I recently upgraded to an Android phone, and did another 24 month contract (bought it online), and paid ~$50 upfront for the phone. I did not select a new plan that would be any different from the old plan, which allowed for subsidized phones on 24 month contracts, but now I am seeing a "Subsidized Device Charge" on my account. I did some research, and I understand that this charge is for subsidized phones that are on newer plans, where the pricing is designed for leased devices, and cannot justify a subsidized device. However, I'm on the same plan I was on before, paying the same amount as when I got the iPhone subsidized, so I don't understand why I'm being charged the additional $25. I'm also quite perturbed that this $25 was not mentioned anywhere when buying the new phone, or at least was very tucked away in some very tiny print. Reviewing this answer here about the same charge looks like I'm supposed to look for verbiage that might lead me to believe that there is a $25/mo charge. We have 10 lines with Sprint and have been here for years, and I feel like I was really done dirty here. $25/mo for two years, plus the upfront $50 comes to $650, and this was very deceptively sold as being a one time up front fee of ~$50, in exchange for signing another 24 month contract.

Please explain to me if I'm misunderstanding something, or why I shouldn't feel like I was deceived here.

Las Vegas NV coverage

Vegasmisty — Mon, 25 Jun 2018 21:56:16 GMT

Have you checked your towers recent? Coverage for this area is spotty. One second we have all our bars then instantly it drops to one or none. We’ve had calls drop more frequently also.

We had a Sprint land line back in the early 2000s but around 2005 because if deployment with the military we got 2 phones with Boost Mobile which has Sprint as its carrier.

Weve changed out phones but problems persist. We’re seriously thinking about changing carriers because we rely heavy on our cell phones as we don’t want a land line but with the horrible service it’s looking like we will need to switch.

My son here has Cricket and has way more reliable service.

iphone 6 - contradictory information regarding lock status

newnic_1512 — Mon, 25 Jun 2018 21:51:16 GMT

Hello, My aunt and uncle bought unlocked new iPhones to use on another Sprint-network carrier. My uncle passed and my aunt is giving me his phone (A1586). When trying to move to different carrier, I got the usual "SIM not supported" error. Her previous carrier says it's not locked and never has been, but Apple store techs have repeatedly confirmed that it is activation locked by Sprint. Please help me understand what is going on, Thank you!

Excellent support from customer service.

DAMODARNB — Mon, 25 Jun 2018 21:22:49 GMT

I was having issues with my VM setup. After Google voice disconnected, my sprint VM failed as well. I reached out to Cat_Sprint at customer service and she immediately reset my VM and followed with instructions. In fact, I also got the same done for my other line on behalf of my spouse. All in the matter of couple hours email to-and-forth. Thank you Cat_Sprint for your help.

If others have the same issue, please reach out to Cat_Sprint.

How do I File a Formal Complaint??

Dk31 — Mon, 25 Jun 2018 20:07:02 GMT

I need to know the process to file a formal complaint. The company has sent me false information and has taken a week to tell me that they can not honor or do anything for me.

I am done with sprint

fmsutt — Mon, 25 Jun 2018 20:04:02 GMT

So we are trying to cancel a line that we have on our account and they tell me that I have a phone on this line that needs to be turned in so that I can cancel this line. The device that was linked to this line was used as a device swap and then later used as an upgrade that was done in the Sprint store near us. Sprint now has possession of this phone. So why am I still responsible for this device if you have this device after the upgrade? Every single upgrade and device swap has been done in the store near us. If this is normal practice by Sprint I think that the employees at the stores should make us aware of this before we do device swaps. Instead of chatting with us about how the Cowboys are doing this season or pushing Harmon Kardon speakers and phone cases.

I have been with Sprint for years and I think we are done with this. I am going back to AT&T. The service is shoddy at best where we live the customer service over the phone is horrible.

Rate increase for no reason

AfroJon — Mon, 25 Jun 2018 20:12:46 GMT

I just received an email informing me that my plan charges would increase at the end of the month. I am already being unfairly billed for supposedly free phones and now Sprint has decided that they can stick it to me a little more. With 6 months still left on my lease agreement I don't understand how my rates can be raised mid contract. It would seem to me that when you sign someone up for a service plan that the rate should remain the same for as long as that person is still a customer. If Sprint feels the need to increase their rates it should be for new customers, not ones locked into lease agreements. To tell me that I now have to pay more and I can't get out of my service for another 6 months without paying exorbitant fees seems like extortion. The plan I signed up for should be the plan I get to keep.

Not only does Sprint not honor the terms that they represent when they sign you up (i.e. free phones) then arbitrarily increase your bill with no remedy, but also they provide no link to customer service on their website.

Order incomplete

ncocharo — Mon, 25 Jun 2018 17:43:18 GMT

I am beyond frustrated! I went into Sprint 2 times yesterday and spent 2 1/2 hours on the phone with them yesterday. Went through the entire application all the way to the activation with the rep. Once everything was complete I was told my phone would be activated within the hour. It is now the next day and I still do not have service/activation. I called into Sprint this morning and they told me that they do not see that the order was ever complete and to top it off they cannot access my account because they said my security questions were wrong? The security question was, what is your childhood best friends name, obviously I know the answer and the man told me it is not what they have. He even said my email wasn't correct. I told him I am very confused how this information could be wrong and he stated the rep could have intentionally put in incorrect information so only he could have access to my order. Now they are saying I need to go back to a sprint store to get my order complete and bring in 2 forms of identity. I work until 7 pm and do not have access to my cellphone, this is absolutely ridiculous. I asked to speak to a supervisor and he told me she was busy and didn't know when she would be able to talk to me........ I don't have a phone right now and this is taken so much time. I won't be able to make it to a Sprint store in time today. How can this not be complete over the phone when I am able to provide my social and they can see my account!?

Overcharged for Cancellation

markcthomassr — Mon, 25 Jun 2018 17:00:51 GMT

We moved out of Sprint's coverage area in April. I have emails stating, "Once we receive your device(s), your account will be credited for the following cancellation charge(s). The remaining monthly charges in your Lease Agreement plus the device Purchase Option Price for the line cancelling service before your contract ends."

They charged me for a purchase option anyway. Today (25 June) I am calling for the THIRD TIME to get this charge credited back. This time I asked for a manager and am on eternal hold. I was told the previous 2 times that someone would contact me. There was even a trouble ticket generated - NOTHING!

I will NEVER use Sprint again!! They have the WORST customer service!

Does Sprint really care???? (Guarantee if they were in my shoes, they would ask the same)

Frost06 — Mon, 25 Jun 2018 14:16:48 GMT

It's a shame that many promises are broken by customer service reps that constantly have you thinking they are truly on your side, but never type anything they promise and when you question it, its never on the so called recorded auto. I have had hardships for a long time and have done all i could do to keep my services on , but Sprint doesn't care. Instead of being concern they find ever fault in your account and thanks to that my services are fully suspended. I have to find someone wifi to use the internet. Is it anyone at Sprint who can help me get my services back up and work with me. A single father trying to get my Masters and find a job. Please let me know!!!

Frustrating Customer Service

djanetzk — Mon, 25 Jun 2018 13:11:34 GMT

I bought a new line on the last day of the billing cycle apparently and then tried to cancel a different line the following day. I spent about 40 minutes on the phone that day. They said they would cancel it, but it remained on the line. I called back about it because it was still on my bill and spent 20 minutes on the phone but hung up not resolving the issue because it takes forever for them to look up notes. I callled back when I had more time and the person said that it was canceled and there would be a credit on my bill. This took 45 minutes and I had to go. I had to call back again because the line is still on my bill and no credit. Called back today to inquire again. I was on the phone for 25 minutes and then asked for a supervisor. I’m already pissed off and frustrated when talking to him. He kept interrupting me when I would ask questions. Even though he seemed pretty rude, he explained to me how things work where the first 3 agents didn’t. I’ve been a customer for 12 years and this is the treatment I get. What a freaking joke. 2 hours on the phone, repeating myself multiple times and getting super frustrated. If the first guy would have explained how cancellations and new lines were billed, I would have saved so much time. When our phones are paid off so long Sprint.

TEP Added Without Consent

RTY111 — Mon, 25 Jun 2018 02:54:56 GMT

As a customer of over 10 years, I've enjoyed the reliability of Sprint and have rarely complained about a company before. However I feel it necessary to outline a recent transaction where we were signed up for a service we had declined. I came into a Sprint store with 3 phones. Typical upgrade; Mom gets a new phone, child gets Mom's old phone, child's phone is now a backup. The numbers were only being transferred, there were no purchases or fees involved. I clearly refused consent for the Total Equipment Protection (TEP) on both phones. Now I find charges on my bill for both phones adding up over $34 dollars for the month and change. Under no circumstances did I authorize this. I find it irritating that I'm signed up for a product that I had clearly refused. I'm asking politely for this charge to be returned to me. Thank you.

Terrible Service

Change44y — Sun, 24 Jun 2018 20:54:23 GMT

I've been with Sprint since March of this year. The area I live in is LTE supposedly but my signal will change from 2 LTE bars to 5 and I would not be moving at all. Ive spoke with customer service multiple times and tech support also. I guess the silliest suggestion was for me to sit by the window in order to get a good signal. I've had to reboot my phone multiple times. My pandora and maps have failed to load on a strong LTE signal. I've got multiple calls recorded and screenshots of how bad my service is. Anyone I talk to does not want to even touch sprint because of the bad service me and my son has (I have a note 8 and my son an iphone 8. I was told maybe it was the software that was an issue and every other excuse in the world when it is just my service. I don't understand why anyone wants to be with sprint after my experience.

Phone keeps switching to CDT

tmcmeans123 — Sun, 24 Jun 2018 14:16:46 GMT

I live in Dallas but am at Ft Knox KY for the summer. My phone keeps switching back to CDT.

How long after the billing cycle ends until I can view call/text/bill detail?

Jdtoomey86 — Sun, 24 Jun 2018 08:27:40 GMT

The billing cycle ended several days ago and Im still not able to view my call/text history. My phone got wiped and I lost all of my contacts, some of which I’m trying to gather by looking at the bill. Do you know how long after the billing cycle ends that I can view this information?

Bought phone from someone but i can’t use my sim on it

Giantrabbit101 — Sun, 24 Jun 2018 07:37:57 GMT

Hello, new to the community. I’m here to request help because I recently bought an iPhone 6 from a person who had this phone connected to sprint (boost) I tried to put my SIM card in (MetroPCS) and it said that the sim is not supported and then it says that I can request that this iPhone to be unlocked. But I don’t even know the seller’s information. I just have the phone, nothing else. Any help? I’ve seen some threads where they asked for an IMEI or something like that.