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Update 3/25/19: Samsung Galaxy S10+ LTE: ESM - X EMM -13 APN - X.ISPSN - Perma Roaming

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

I stopped by a Sprint store today. They are claiming that as of 3pm Friday they have a new internal bulletin that instructs them to have customers call to get a CTMS ticket opened ("data going in and out") and they think they can change something in your profile on their end to make it work as long as you can still sometimes get LTE data. At least they seemed aware of the Thursday bulletin @seawolf referenced. So I spent 20 minutes on the phone getting one opened and now I wait for a call back. Because it's been less than 14 days they also said they could do an exchange if this doesn't work.

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

I would recommend asking to be transferred to Executive & Regulatory Services - their reps actually have a clue what's going on.

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

Yes that guy. They know more than any Sprint employee at a store. When you call sprint, that's who you're talking to. Smh. I misworded it, he said the new ones won't have the problem. He did say should be end of next week for the 2nd ones. Far as the earbuds, it was a joke my dude. Wow
Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

End of next week for what

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

Yes i went to sprint store today and I was told to wait till the fifth of April to get it changed. That's when they will have the new ones available. 

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

I just wanna know... do i go force an exchange or is there REALLY gonna be an update coming from sprint ir whatever. Nothing has been 100% certain yet

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

Screenshot_20190329-203141_Chrome.jpg

 

Screenshot_20190329-210033_Complete.jpg

Samsung chat just few minutes ago vs sprint chat few minutes ago. At least Sprint is acknowledging it where Samsung won't 

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

Samsung is not acknowledging it truly, they keep referring people to sprint. 

Journeyman

Re: S10+ G975USQU1ASC8 update 3/27

Sprint's lady robot didn't hang up on me tonight and I got to talk to a tech specialist about my ticket. We went through the usual stuff and she said "the only thing we haven't done is master reset, honestly I don't think it will work". I told her it won't.. that I'm following thread on Sprint Community and it hasn't worked for anyone else. She was talking about escalating my ticket and I brought up how hot my phone gets if I leave mobile data on and how fast it makes battery drain. She said "I think you just got a defective phone and we need to replace it". She said I shouldn't have to pay anything since it's a known issue. It's been back to back s10+ issues all day. Since the closest corporate store is couple hours away she called Asurion for me, explained the situation, then transferred me over. After I sign and send over affidavit and ID should get new S10+ in couple days. Currently have white 128g but that's on back order so they are sending me blue instead. 

Journeyman

Re: Update 3/25/19: Samsung Galaxy S10+ LTE: ESM - X EMM -13 APN - X.ISPSN - Perma Roaming

I read thier latest solution for this problem and it sounds like they will exchange it per normal policy if troubleshooting cannot resolve the problem. So I went to the store with a repair center they, they did the troubleshooting which did not work. Then I show them the solution post about the exchange and they said after wasting two hours they said I would've had to exchange it during the first 14 days. Funny because they told me to wait for an update on day 13 when I talked to them. Here's the solution. they should add exchange during the first 14 days into it. 

https://community.sprint.com/t5/Phone-Device-Support-Library/SOLUTION-Samsung-Galaxy-S10-10-Model/ta...

Journeyman

Re: Update 3/25/19: Samsung Galaxy S10+ LTE: ESM - X EMM -13 APN - X.ISPSN - Perma Roaming

Are you talking about the March security patch update or February's update that the song came with but it automatically downloaded right on top of it the same security patch which is what screwed my phone up because I have two phones 2 West Ends sitting in front of me the first one from March 1st the second I got on the 15th because I've been with Sprint for 20 years and I'm in it as well so they just gave me a second phone to figure out on my own what the problem is because the technicians and store just a bunch of kids who don't know hate to say it or sound narcissistic but any more than I do. Hints knowing that stacking February 1st security patch on top of the old one is what screwed up the phone and mine doesn't receive notifications mean no sound they just pop up and go away they don't leave icons in the notification bar and like I said no sound no vibration nothing which is basically 50% of a phone if not 75% of a phone. Calling would be the other 25% but who calls anybody anymore right so basically the songs been rendered useless and as I said I have two of them sitting in front of me so I was able to troubleshoot. I wiped one like you said in your story and my story was exactly like yours it worked one day on both phones and then I have on the second one I watched it and paused the download and waited and everything was working and I made sure it was working for about three full days and then once I did that February 1st security download that again the phone already had it rebooted and was exactly the same issue as the first phone so there you go. But with that said I don't know if the March update is any good or not because it was already screwed up and I was hoping and we were all helping including Sprint that the marchwood 6th of February and it did not! I've cleared cache and hard reset it both phones and it did the same thing so I didn't know if you add the same solution because you have the exact same story as me but you probably only have one phone and not to sitting in front of you and they also gave me like 3 months to sit here and circle around with them and it's the worst Galaxy Samsung or just Samsung phone I've ever mess with in my entire life there's so much useless like notification wise is way way too much for just notifications and the self optimizing is great but it doesn't know what to optimize it's just kind of does whatever the hell it wants to do but again these are all my opinions after the fact so I was wondering if you fixed your phone and if so how? Because I spent like I said over 3 weeks straight everyday so 26 days dealing with this issue and I don't know what else to do I am not the type of person who says I don't know when it comes to the specially technical issues and I don't care if it's phones or networks or stereos or anything electric cars motorcycles whatever cuz I do them all are you talking about the March security patch update or February's update that the song came with but it automatically downloaded right on top of it the same security patch which is what screwed my phone out because I have two phones to S10 sitting in front of me the first one from March 1st is second I got on the 15th because I've been my sprint for 20 years and I'm in IT as well so they just gave me a second phone to figure out on my own what the problem is because the technicians and store just a bunch of kids who don't know hate to say it or sound narcissistic but any more than I do. Hence knowing that stacking February for security patch on top of the old one is what screwed up the phone and mine doesn't receive notifications meaning no sound they just pop up and go away they don't leave icons the notification bar and like I said no sound of vibration nothing which is basically 50% of a phone if not 75% of the phone. Calling would be the other 25% but who calls anybody anymore right so basically the phone's been rented useless and as I said I have two of them sitting in front of me so that was able to troubleshoot. I wiped one like you said in your story in my story was exactly like yours it worked one day on both phones and then I on the second one I watched it and paused the download and waited and everything was working and I made sure it was working for about 3 full days and then once I did that Sabra weary first security download that again the phone already had it rebooted and was exactly the same issue as the first so there you go. But what's that said I don't know if the March update is any good or not because it was already screwed up and I was hoping and we were all hoping including sprint that he March would 6th of February and it did not! I have clear cache and hard reset it both phones and it did the same thing so I didn't know if you had the same solution because you have the exact same story is me but you probably only have one son and not too sitting in front of you and they also gave me like 3 months to sit here and check around with them and it's the worst galaxy samsung or just samsung phone I've ever mess with my entire life there's so much useless like notification wise is way way too much for just notifications and the self optimeyes in is great but it doesn't know what optimize it's just kind of does whatever the hell it wants to do but again these are all my opinions after the fact so I was wondering if you fix your phone and if so how? Because I spent like I said over 3 weeks straight everyday so 26 days dealing with this issue and I don't know what else to do I am not the type of person who says I don't know when it comes to especially technical issues and I don't care if it's phones or networks or stereos or anything a lot your cars motorcycles whatever because I do a mall I'm also a certified welder and an x-ray sir so not trying to run down the resume just saying I'm not decided person who says I give up and I have been saying it for the last week I've been offering people $10,000 to let me know how to fix the issue cuz I'm so brain stumped but if you have an extra rent for a fix please let me know and I just registered on this community cuz I've never had two or I've ever had an issue in my entire life so I don't and I've never been a member of the Sprint bored I mean I might Google something here in there and you'll get an answer real quick but I'm assuming going to email me. LOL! Pardon my ignorance on this matter but like I said the most screwed up Samsung I've ever seen in my life so this is all new to me as far as troubleshooting anything for this long cuz I probably could have taken scrap parts and built a better phone at this point
Journeyman

Re: Update 3/25/19: Samsung Galaxy S10+ LTE: ESM - X EMM -13 APN - X.ISPSN - Perma Roaming

BTW don't fall for "there's a tower down in your area" Tier 2 guy told me that 2 weeks ago said it would be up in a few days. then when it wasn't fixed 3 days later another tech said give it 2 more days. yesterday when I went to the Sprint store (the first time I went yesterday I might add) the tech told me the ticket for the tower being down was from last year and they never closed it out but it clearly says it was fixed. So when hour 8 of the 17th day of groundhog day non-Support came around and Tech number 6 said "oh I see there's a ticket here that the tower's down it should be fine in 2 days" instead of correcting him I took it as a sign that I could finally salvage some part of my day and said thank you and hung up. Once again if your techs don't document and create trouble tickets you're doubling the work and pissing off your customers

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