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Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

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Journeyman

Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

 

Here's an issue for a savvy Sprint tech that I've been dealing with since I got my iPhone XR. My connection to the network is inconsistent even in good coverage areas. The symptoms seem to suggest either a bad network setup for my device/SIM or a bad device (but it's new, I'm on the latest iOS software - 12.1.2 -  and has been happening only on Sprint, so I feel I can almost rule this out):

 

1) When initially setting up my device for the first time, the SIM connected to LTE, but got empty bars (see photo - not "no service" and no bars...empty bars) and could not place calls

2) Went through the process of calling the various settings codes - PRL, etc. (##873283# and  ##25327#), but still experienced the same issue

3) I eventually decided to turn on Wifi calling (Settings > Cellular > Wi-Fi Calling) and eventually got bars and could now call...even when turning my phone's Wi-Fi off or being away from a Wi-Fi spot

4) Despite this success, it would still periodically go back to the no bars, no calling, but working LTE data scenario -- seems to happen when I leave a previous Wi-Fi spot, etc.

5) When it does revert back to the problem of having no calling and empty bars, I can typically fix the issue by turning on airplane mode and then turning it off again -- forcing the phone to connect to the tower

6) When I have bars, I can get it to revert to no bars and working LTE by turning off Wi-Fi calling.

I thought this was initially a bad SIM, so got another SIM, called a Sprint tech and had them set up the new SIM for my device, but continue to experience the same issue on the new SIM.

 

Also, I talked with Apple Support and they confirmed that the phone is unlocked and should work for Sprint. They reviewed the symptoms and verified that it is a Sprint issue and that they need to properly fix the provisioning.

 

Thanks, in advance, for your help.

 

Tim

IMG_0228.PNGNotice the empty bars, but LTEIMG_0229.PNGI did this Internet search using LTE but notice the empty bars

19 REPLIES 19
Sprint Social Care S.M.A.R.T. Agent

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

How long have you had your new phone for? Has it not worked in any areas that you've been in at all?





"Is your name Wi-Fi? Because I'm feeling a connection."
Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

I’ve used it since about Christmas. LTE seems to always/more often than not work. Calling/SMS is another story — these seem to work in the Chicagoland area (suburbs - Crystal Lake 60012) as long as Wi-Fi calling is turned on. Again, I don’t need to be in a WiFi area, I just have to have that setting under Settings > Cellular > Wi-Fi Calling turned on. If I turn it off, I get empty bars but working LTE. I went on a weekend trip to Champaign, IL (at the University of Illinois) and had working LTE, but empty bars. When in a hotel, I turned on Wi-Fi calling, connected to Wi-Fi, and briefly got bars, but that was inconsistent.
Sprint Social Care S.M.A.R.T. Agent

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Is this the same XR that one of our teammates was helping you on around the middle of December? Was this phone purchased through Sprint?

Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Same iPhone XR. I bought it online, but not through Sprint. Using it on the BYOD. I only had the assistance for a while until I figured out it would work with Wi-Fi calling turned on. Only recently figured out that it was still sketchy when I went to Champaign for the weekend (had LTE but no calling). Narrowed down issue via trial and error.
Sprint Social Care S.M.A.R.T. Agent

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Okay, I am having someone check into something else for me on what it could be. It could be a Monday before I reach a answer on what we should do, but we are looking into this. 

Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Thanks so much! I really appreciate it Smiley Happy

Sprint Social Care S.M.A.R.T. Agent

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Hey Tim. We had to send this along to Apple to make an update behind the scenes. We will drop you a line here once we hear back from them, which should be fairly soon (I'd say within the next business day or sooner).

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Thanks so much for looking into this Smiley Happy
Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Thanks again for your help, Greg. Any update, yet?
Sprint Social Care S.M.A.R.T. Agent

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Hey Tim, nothing at this point. Still waiting to hear back from Apple. 

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Bad iPhone XR Provisioning - Apple support notes it’s a Sprint Issue

Thanks. I trepidaciously can report that it may be fix (fingers crossed). I was able to turn off WiFi calling and now no longer get empty bars - I get bars and can call. I’ll have to test if it can connect when further away from Chicago in my next trip. Thanks. Smiley Happy
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