Writing in the hopes that I can escalate this with management at Sprint.
I have a fully unlocked Google Pixel 2 XL that was formerly being used with Project Fi that I am trying to activate on the Sprint network. From my understanding, Sprint is a MVNO for Project Fi. I've been caught in a loop with customer service and have not gotten anywhere in regards to activating my phone. From what I've gathered, the phone is classified as a pre-paid device so when customer service attempts to activate it, they receive a error that the phone isn't compatible with Sprint's network, this is obviously not the case as the phone is fully unlocked and capable.
I've messaged multiple customer representatives on the forum and had a ticket created with technical support which was apparently closed over the weekend and marked as unresolved. I need this handled in a proper manner and it seems only management can assist me with this as each department I speak to points me in another direction.
Hi! Thank you for bringing this situation to us, I saw you've sent us a private message, I will be replying to you shortly.
This issue has been resolved, not by Sprint but by a 3rd party who has access to Sprint's database.
For anyone who may come across this thread via search engine and is in the same predicament that I was, the IMEI needs to be flipped and all database flags removed before it can be properly activated on Sprint's network. Chat technicians and technical support are incapable of identifying this problem let alone performing the necessary steps needed unless you specifically mention it needs to be done. If a manager reads this, I suggest adding "database flags" as mandatory training criteria for your technicians.
In hindsight, I've been dealing with Sprint for 5 days on this issue. All of which could have been resolved in 5 minutes by a knowledgeable technician.
I can completely understand your frustration. I agree this should have been handled more effectively. As a call center rep that talks to customers that call in for tech support, an agent that replies here, and Social Media. I can say this is something that we would expected to handle, we have a very solid process in place for Bring Your Own Device, the hold up I would most often see is when a phone is still active on the previous carrier, or an unacceptable model. Often the process can take up to 72 hours, https://www.sprint.com/en/landings/bring-your-own-phone.html#faqs has details about phones that I would expect to add to our system at this time. Was your account setup before your contact with us that didn't go as planned?