We fixed the 3G problem on one of our iPhones this past Sunday. I would've posted earlier, however, I was advised to wait until today to confirm that the fix works (and it has worked flawlessly since). It turns out Apple never loaded the "activation policy" that links the serial number of your phone to work on the carrier on our phone. This is not the same as the SIM lock and is something done on iPhones on their own internal system.
We finally reached a Sprint Tech (ky158151) whom had the foresight and acted on his inclination. He called Apple on our behalf and was advised indeed the activation policy short. The tech put the request in to load the activation policy on the phone. After we got the confirmation that the policy has been loaded we performed a factory reset and set up the phone as new. 15 min later, VOILA! Data!
I would contact Apple first. The senior rep that I dealth with (REDACTED) whom also can be reached at 1-877-REDACTED.
Please provide them your serial number, ICCID, MEID, as well as your phone number when you contact them to request loading the activation policy that's linked to your phone.
I really hope this fixes it for all of you out there. The frustration going through this really was something. I just cannot something like this actually fell through the cracks before shipment.
Thank you thank you thank you!!!
I cannot tell you how much I appreciate your perserverance on sorting out this issue! I tried myself but could not deal with the frustration I encountered trying to communicate with Sprint's tier 1 tech support.
Just to confirm for everyone else, this DOES work. I did an iTunes restore, activated as a new phone, and only after confirming data was working, set up the phone from the back up. No call or email to Apple was necessary (Joe, you may want to redact that contact info as I suspect this poor guy who finally helped us is going to be inundated with pleas for help).
thanks again JoeFrosty!
On phone with apple and they have no clue. I was told that it is a carrier issue. I told the tech/rep that it's a activation profile that is associated to the seral# of my iPhone and is it possibleo have it loaded or checked. Being tod that sprint may need to do a reprovisioning of my line.
Tech stated that the profile can not be removed and reloaded. If the profile was not loaded, the iPhone would not have en activated at all.
I just got off the phone with Apple (called 800-MY-APPLE). You should't call Joe's contact that he previously listed as they need a case number assigned to it before they can handle it.
When I called in, I talked to the level 1 tech and after explaining the issue, he said this is above his level and pushed me up to an "ios Senior Advisor". The senior advisor first gave me his name and call back number and stated that he owns this problem now until it is resolved. Wow - what a difference in handling versus the Sprint techs!
The senior advisor looked up my serial number and confirmed that there is not an activation policy loaded on the phone. However, to get the policy loaded, he had to open an internal ticket and said it could take 24-48 hours to get this done but it usually is much quicker. I am awaiting his call back to proceed with the backup/restore.
Bottom line - if the backup/restore is not working by itself, you need to call in and get them to load the activation policy.
I will post back when I have heard back from Apple.
I called Apple and they told me the same thing. They transferred me to a senior rep and he knew about the activation profile and he told me that my phone had never had an activation profile so he took some info from me and sent it to the tech. Told me to wait 2-12 hours and try restoring my phone again. I will let everyone know if it works.
Ask for a senior rep if need be!
I have experienced the same problems. Sprint actually notified me today that they are closing my trouble ticket because the situtation is an ongoing problem between Sprint and the iPhone 5. After 3 weeks of this I requested that I get some compensation towards an early termination fee. Sprint tells me" they will not lower my early termination fee because even though I cannot get data, I still can use the phone for voice." I could not believe they were actually telling me this. I wanted to scream! Then I tell them the reason I have a smart phone is to be able to access the Internet on a mobile platform. The lady then tells me, "but you can still access WiFi. That is good enough and we do not charge your for that." I seriously could not believe my ears. What is wrong with this company? I have had enough. What a waste of time and money I have gone through.
Just a little background, Apple has replaced the phone 4 times and no matter who I talk to at Sprint or what Sprint store I go to, they cannot fix the problem.
Sprint is proud to have been named to The Civic 50, an annual survey of America?s most community-minded companies.