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4G LTE won't work on 4G?

Journeyman

4G LTE won't work on 4G?

This is probably old news for most of ya, but it was new news for me.  Am I understanding correctly that the Evo, being a 4g lte device, won't work on existing 4g networks?

I was just reading about that.  Overall, it's not terribly important to me since, although I've been paying a 4g fee for two years, I've yet to actually experience 4g.  My local sprint gal told me the 4g fee, btw, was because "the fcc forced us to charge it since we're unlimited unlike the other networks."  

20 REPLIES
Wizard

Re: 4G LTE won't work on 4G?

     Yes, you're understanding that correctly. The new HTC EVO 4G LTE does not support WiMax capability, however we are aggressively deploying our Network Vision plan which will bring LTE to our Nationwide network. I apologize the representative at the store misinformed you about the reason behind the premium data add-on. The addon is charged for smart phones and the additional cost that comes along with them, on average they use about 10x more data than a feature phone. There's also a blog here that has answers to additional questions you may find helpful - http://community.sprint.com/baw/community/buzzaboutwireless/plans/blog/2011/01/19/whats-there-to-kno...

Also you can check out additional Network Vision information here -

Click here to see the latest news on our Network Vision updates!

Journeyman

Re: 4G LTE won't work on 4G?

Nope.  Does not work on Wimax.  You bought yourself a 3G only phone (pending LTE for your area)

Journeyman FZ6
Journeyman

Re: 4G LTE won't work on 4G?

I could not find an answer to this prior to the pre order.  On 5/7, I ordered the phone when the pre order started.  During my lunch, I chatted with a rep who assured me the phone would work. A week later, I was still concerned that it may not work (based on all the reviews that say it would not) and initiated another chat.  Again, I was assured it would work.  At the end of the week, the phone didn't show, and we all found out they were held up.  I waited until 5/21 and it initiated another chat, because I was convinced it would not work, and planned to cancel my pre order if that was the case.  Again, reassured it would work.

I got the phone on 5/24, activated it, and no 4G.  Waited a couple hours, called Sprint.  Spent close to an hour on the phone, transferred around about 6 times, every rep I spoke to was dumbfounded that the phone wouldn't work on Wimax.  In fact, they were convinced that it was faulty hardware, and a replacement phone was shipped for delivery today.

I was LIED to by 3 company reps to make a sale.  Then I was FORCED to changed my plan ($10 data add) because I purchased a new device based on the info THEY provided.

I've pasted partial chat transcripts below. 

What would you do?

5/7/12

Customer: If I purchase a 4G LTE phone, will it work on the current 4G Wimax network?

Ciera B.: 4G LTE phone will work on your current network. It will work on 4G Wimax network and when LTE will be available on your area it will catch LTE network automatically         

Customer: Ok, great. That's what I was told earlier, but there is some conflicting info on the sprint community forums.  

Ciera B.: Please ignore any of those information''              

Ciera B.: Please make sure that it will work on 4G Wimax network and when LTE will be available on your area it will catch LTE network       

Ciera B.: You can keep this chat session as reference

5/14/12

Maggie S: Hello Travis.   

Maggie S: I understand your concern.    

Maggie S: Yes, the phone will work on the Wimax 4G network.  

Customer: I read this today on the sprint site. Unless otherwise noted, Sprint 4G LTE devices will not operate on the Sprint 4G network; Sprint 4G devices will not operate on the Sprint 4G LTE network.    

Customer: and there is nothing that idicates the new phone will work on Wimax. Just wanted to be sure.             

Maggie S: Till the time 4G LTE network is not available, it will work on Wimax 4G network LTE available in the area it will connect with the LTE network.  

Customer: OK. That's all I needed. Thanks!

5/21/12

Chat Reason: Is the EVO 4G LTE compatible with the current 4G Wimax network?             

Edith T: All agents are currently busy, please hold while we estimate your wait time.

Edith T: Thank you for waiting, you're in our Chat queue in position 1. We will connect you to a specialist soon.   

Edith T: Thank you for contacting Sprint. I am happy to help you. Please hold a moment while I access your account.        

Edith T: Let's move this chat and make it a window of its own. It will enable you to view other Web pages while we chat.

Simply click the white Yes button below now.     

Edith T: Thanks for moving the chat window.      

Edith T: I am happy to help you. Please hold a moment while I access your account.

Edith T: Thanks for waiting.          

Edith T: Yes, it is compatible.       

Customer: Can you provide some specs or something in writing that states this?

Customer: The only specs I can find do not say so.            

Edith T: I am happy to help you. Please give me a moment while I look into it.     

Customer: Thanks.

Edith T: I have checked the details for you and noticed as the phone is not launched till now, all the specifications are not available. However, you can visit the link given below to find the available details.

Edith T: u>here                

Customer: So just to be clear; When I receive this phone, I will be able to use the current 4G network in the St. Louis area until LTE is available.       

Customer: is that correct?            

Edith T: Yes, you can use it.          

Edith T: Is there any thing else I may assist you with?      

Customer: No. Thanks.

Journeyman

Re: 4G LTE won't work on 4G?

Well atleast you know the truth now.  Your are still in your 14 day return window.  Return the phone for a different phone ($35 restock fee though).  Or cancel your account and go with another provider.  Obviously the reps either lied or just are un-trained.  I honestly thought everyone new the upcoming LTE phones only work on LTE or 3G

Wizard

Re: 4G LTE won't work on 4G?

TLRLIVE,

     I'm sorry you were misinformed, I would be glad to help you out, I'm going to be sending you a private message so I can gather some personal information.

Journeyman

Re: 4G LTE won't work on 4G?

I previously posted an article about why I was going to leave Sprint.  After some consideration, I thought, "okay, 11 years, I will stick around."  I was previously told that the EVO 4G LTE would work on the legacy 4G network.  Then, this morning, I phone in to order the phone then was told that it would NOT work on the legacy 4G.  I am not so much upset with that as I am with the fact that I was misinformed yet again.

I abandoned the order due to the devices inability to use the 4G network and was clear to the agent that was why I would not proceed.  Funny enough, when I inquired about an upgrade on one of the other SIX lines of service I have with Sprint, she recommended another LTE phone.  HA!  Didn't she listen to me?  Additionally, at the beginning of the call she said it (the HTC EVO $G LTE) was not available yet (but I could pre-order).  I explained the website shows it as available.  She put me on an extensive hold, came back to the call and said her system needed to "refresh" and she would call me later in the day to complete the order..   Every time I get frustrated with Sprint, this is the reason.  The mechanical part of the Service is great, but customer (don't) care, not so much.

There has to be a way that Sprint can effetely get information out to all of their employees.  It isn't as if they do not know where they are.  When you announce something as big as 4G LTE, you don't simply shoot a memo out saying, "Hey, we are building a faster network called 4G LTE, so now you know in case a customer asks."  You have to roll out details, get them in a class room or a huddle for 30 minutes or something.  It really isn't that difficult.

Each of the Sprintcall centers (probably) has a structure something like this:

          Grunt (no offense, please) > Team Leader > Supervisor > Operations

All you have to do is put the burden at the much smaller operations level and hold them responsible for updating down the line.  This is pretty much big business 101.  And if they fail, fire them.

It's mostly these failures that frustrate me the most with Sprint.   One on the responsibilities at my company (I'm a Director of IT) is our corporate wireless service.  Our provider is AT&T.  Although the service is sometimes "a little goofy", I just haven't had any issues with customer service or with getting accurate information from AT&T.

So disappointing.  I really did want that phone.  :-(

Journeyman

Re: 4G LTE won't work on 4G?

I returned my phone today. I was really disappointed... the phone is awesome however too slow on the 3G network.

Journeyman

Re: 4G LTE won't work on 4G?

FZ6 wrote:

I could not find an answer to this prior to the pre order.  On 5/7, I ordered the phone when the pre order started.  During my lunch, I chatted with a rep who assured me the phone would work. A week later, I was still concerned that it may not work (based on all the reviews that say it would not) and initiated another chat.  Again, I was assured it would work.  At the end of the week, the phone didn't show, and we all found out they were held up.  I waited until 5/21 and it initiated another chat, because I was convinced it would not work, and planned to cancel my pre order if that was the case.  Again, reassured it would work.

I got the phone on 5/24, activated it, and no 4G.  Waited a couple hours, called Sprint.  Spent close to an hour on the phone, transferred around about 6 times, every rep I spoke to was dumbfounded that the phone wouldn't work on Wimax.  In fact, they were convinced that it was faulty hardware, and a replacement phone was shipped for delivery today.

I was LIED to by 3 company reps to make a sale.  Then I was FORCED to changed my plan ($10 data add) because I purchased a new device based on the info THEY provided.

I've pasted partial chat transcripts below. 

What would you do?

5/7/12

Customer: If I purchase a 4G LTE phone, will it work on the current 4G Wimax network?

Ciera B.: 4G LTE phone will work on your current network. It will work on 4G Wimax network and when LTE will be available on your area it will catch LTE network automatically         

Customer: Ok, great. That's what I was told earlier, but there is some conflicting info on the sprint community forums.  

Ciera B.: Please ignore any of those information''              

Ciera B.: Please make sure that it will work on 4G Wimax network and when LTE will be available on your area it will catch LTE network       

Ciera B.: You can keep this chat session as reference

5/14/12

Maggie S: Hello Travis.   

Maggie S: I understand your concern.    

Maggie S: Yes, the phone will work on the Wimax 4G network.  

Customer: I read this today on the sprint site. Unless otherwise noted, Sprint 4G LTE devices will not operate on the Sprint 4G network; Sprint 4G devices will not operate on the Sprint 4G LTE network.    

Customer: and there is nothing that idicates the new phone will work on Wimax. Just wanted to be sure.             

Maggie S: Till the time 4G LTE network is not available, it will work on Wimax 4G network LTE available in the area it will connect with the LTE network.  

Customer: OK. That's all I needed. Thanks!

5/21/12

Chat Reason: Is the EVO 4G LTE compatible with the current 4G Wimax network?             

Edith T: All agents are currently busy, please hold while we estimate your wait time.

Edith T: Thank you for waiting, you're in our Chat queue in position 1. We will connect you to a specialist soon.   

Edith T: Thank you for contacting Sprint. I am happy to help you. Please hold a moment while I access your account.        

Edith T: Let's move this chat and make it a window of its own. It will enable you to view other Web pages while we chat.

Simply click the white Yes button below now.     

Edith T: Thanks for moving the chat window.      

Edith T: I am happy to help you. Please hold a moment while I access your account.

Edith T: Thanks for waiting.          

Edith T: Yes, it is compatible.       

Customer: Can you provide some specs or something in writing that states this?

Customer: The only specs I can find do not say so.            

Edith T: I am happy to help you. Please give me a moment while I look into it.     

Customer: Thanks.

Edith T: I have checked the details for you and noticed as the phone is not launched till now, all the specifications are not available. However, you can visit the link given below to find the available details.

Edith T: u>here                

Customer: So just to be clear; When I receive this phone, I will be able to use the current 4G network in the St. Louis area until LTE is available.       

Customer: is that correct?            

Edith T: Yes, you can use it.          

Edith T: Is there any thing else I may assist you with?      

Customer: No. Thanks.

I am sorry, but you've been lied to. Sprint's LTE phones will not work on WiMax. It's as simple as that.

Highlighted
Journeyman

Re: 4G LTE won't work on 4G?

Anyway, I can say that Sprint reps have no idea what they are saying.

6/2/2012

Amanda: Thank you for visiting Sprint. What questions can I answer for you today?

You: Hi, I am interested in the HTC Evo 4G LTE.

You: I am wondering if the HTC Evo 4G LTE is capable of working with Sprint's current 4G network

Amanda: I would be happy to assist you with the information regarding HTC Evo 4G LTE.

Amanda: Let's move this chat and make it a window of its own. It will be out of the way and I can stay with you in case you have any questions or any concerns. Just click on the "Yes" button below and we can continue.

Amanda: Thank you for moving the chat.

You: I am wondering if the HTC Evo 4G LTE is capable of working with Sprint's current 4G network.

Amanda: Yes, this phone is compatible with Sprint's 4G network.

You: Is this phone compatible with 4G WiMax?

Amanda: Yes, this phone is compatible with 4G WiMax.

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