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Activating / Provisioning Nexus 6 Issues....

Journeyman

Activating / Provisioning Nexus 6 Issues....

Been having this issue for 2 days now... with no resolve, and I want others to be aware.

No store in the Nashville area has the Nexus 6 in stock currently so I ordered the Nexus 6 from Sprint.com 3 days ago. I received the Nexus 2 days ago and went about activating the phone, and moving my wife over to my Note 3 from her older Note 2. My wife's Note 3 took the activation fine, and moved her number to the phone and she is good. My activation process seemed to work fine, does show activated, and does have my number attached... but no voice or sms service. I do however have data, and it works fine on the phone. When you try to use the phone and automated system response is heard "Your account could not be validated, please call customer support".

It doesn't stop here... I went about wiping the phone, re-provisioning, updating profile several times before I gave up 2 nights ago and figured I would just call sprint the next day. I got on Sprint chat where we went through re-provisioning pushed by Sprint... *#*#(some number)#*#* did this several times, even wiping the phone and trying to do it again. We went through this about 10 times over the course of several hours, and the chat rep referred me to Advanced Customer Service, but wanted to remain in the chat session so he could stay updated (which was very PR if you ask me, and appreciated). I got the Advanced support rep on the phone and they went through doing the same thing I went through with the chat representative, with no difference in the outcome... no voice or sms... just data activating. After a couple hours on the phone, the Advanced support rep opened a ticket for the network team, and referred me to a Sprint store.

Getting very frustrated at this point, the chat support rep wanted to try a few more things... which were all unsuccessful as well. This rep opened a ClickIt ticket, and CTMS ticket to have this looked into, as I refereed the rep to several sites, including Sprint forums stating that I am not the first to have this issue with this phone on the Sprint network. The chat support rep also advised that I take the phone to an actual Sprint store. So I did last night...

On the way home I stopped at the only "REAL" Sprint store in the Nashville area... (Which is WAY out of my way, I live 1 1/2 hours from the store). One of the repair support reps went through the same processes I did on the phone and on chat earlier in the day... by this time the phone had been wiped 20 or so times, and I know the re-provision codes by heart now. The store technician escalated to Sprint Advanced support and worked on the phone for another hour and 1/2... with no change in the provisioning. Since there is no stock in the store of this phone to see if activating another phone of the same model would work, they opened another CTMS ticket and told me that it could be 24-72 hours before CTMS could respond. At this point I was more than aggravated... and upset that I have to keep my phone number on this phone that doesn't work while some ticket is worked. Needless to say, I left the store unsatisfied, and upset.

At this point, I am considering switching to T-Mobile and taking all my lines with me... as this is ridiculous. There should be no reason that 5 different levels of support cannot take care of this issue... and for that part even recognize that this is an issue. After getting home from the Sprint store last night 10pm (mind you I got to the Sprint store at 5:30pm)... my wife was already on the phone with SPrint where they disconnected her call several times, then terminated the call when support hours were done... so at this point both my wife and I are overly frustrated.

I sit here at work today, with a phone with only LTE data service working... no sms, no voice, trying to figure out what needs to happen now, as I need this device activated for my business. Why is it my problem that the damn phone did not activate or provision properly, why is it my fault that I am without a phone possibly 24-72 hours or more based on the web conversations? Where is the customer service? Look people, I have done everything that I have been asked to do, for more than 12 hours in a day... chat, customer support, advanced customer support, Store specialist, and all have the same issue as when I tried the very first time to activate it... Same day a new phone to me and see if the next one has the same issue... would this not be the next possible resolution instead of making the customer suffer?

50 REPLIES 50
Master

Re: Activating / Provisioning Nexus 6 Issues....

TUTUNGZONE,

Thanks for bringing this to our attention. I want to truly apologize for the experience you've endured. Your frustration is definitely understandable. Please send me a Private Message including your phone number, account name, and pin/security answer. Hope to hear from you soon.

- Marie
Sprint Social Care
Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

Private Message Sent...

Master

Re: Activating / Provisioning Nexus 6 Issues....

TUTUNGZONE,

Once I receive the message, I'll be able to further assist you. Talk to you soon.

-Marie
Sprint Social Care
Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

I'm having the same problem. Bought the phone directly from Sprint. My data works fine but I cannot make or receive calls/text messages. I've spoken to 2 customer service reps the last two days and the issue is still occuring. When I try to make a call I get "account could not be validated."

I've already tried their troubleshooting steps several times.

Were they able to resolve your issue? This is getting ridiculous. Several days already with no service.

Master

Re: Activating / Provisioning Nexus 6 Issues....

petechen217,

I understand how frustrating this can be. Please send us a private message, so we can better assist you. For information on sending the private message go to http://bit.ly/1qQty1X . Thanks.

Joel

Sprint Social Care
Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

I have the same problem.

Master

Re: Activating / Provisioning Nexus 6 Issues....

SKumar26, We are aware of this issue. We do apologize for the inconvenience. At this time we are experiencing a provisioning issue. - Lori
Sprint Social Care
Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

How long will you be experiencing this provisioning issue? Is there an ETA? I have no phone because of it and seems like others are also in the same boat as myself. My girlfriend left her phone home with me so i can try to get this fixed and I just got off the phone with a representative that could not help me either.

Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

Also the rep I spoke to didn't know of any provisioning issues or any other issues and outages in my area

Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

Same issue here.  Not being able to receive texts is preventing me from doing any 2 factor authentication for extremely important things like accessing my bank for bill pay and less important things like google and twitter. 

Journeyman

Re: Activating / Provisioning Nexus 6 Issues....

I'm hoping I'm not missing any calls/texts from my boss. Im an assistant manager at a retail store and its the weekend before Christmas.

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