Customers experiencing issues in the Chicago market

What you need to know:

• To launch new Network Vision cell sites, Sprint is replacing the Local Technology Provider, which requires removing and replacing existing equipment in the Chicago Market.
• While the majority of customers are not affected, some customers are experiencing temporary issue with provisioning, dropped calls, and calls rolling to voicemail.
  • This is temporary and will stop after the cell site is fully tuned.
  • Do not send a customer to a retail store for any of these coverage issues.
  • Do not notate these issues as capacity or coverage problems.

Why you need to know it:

• A Network Event Board ticket opens for each cell site activated or upgraded. The ticket closes when Sprint certifies each cell site to be fully is optimized and functional.
• Optimization usually completes within a few days, but some may continue for a longer period.  We do not have a date for repair just yet, but Sprint is proactively monitoring and addressing these issues as quickly as possible.
• Vision Network Event Board tickets are coded in blue and are loaded to 90 days. This date should not be communicated to the customer. Giving customers a specific date may actually frustrate them more if that date changes.

What you need to do:

• Use this link for answers to frequently asked questions about New Cell Sites.
  • In CST enter Key Search words Vision Cell: New Vision Cell Sites FAQ.
• Allow your customer to vent their frustrations. Confidently explain that we are aware of the situation and are actively working to correct the issue. Your ability to confidently let them know you understand their situation will put them at ease.
• Make sure to use simple explanations when explaining how Sprint is working to solve their issue because customers can get confused by technical language.

Sprint Direct Connect Becomes International Push-To-Talk Capable

What you need to know:

• On 4/23, the first phase of Sprint Direct Connect international capabilities launches.
• In this first phase, Sprint Direct Connect customers in the U.S. will be able to make one-to-one push-to-talk (PTT) calls to iDEN PTT customers in Mexico, Brazil, Argentina, Peru and Chile.

Pricing, plans and availability:

• A $10.00 Add-On Plan may be added to the account for unlimited International Direct Connect minutes.
  • The code is INTLSDC10 which is also loaded in the Price Plan Grid under Price Plan Grid > Add-On’s > Direct Connect
• Customers that choose not to add on the $10.00 plan will be charged $.40 / minute.
• The originator of the call is billed for both parties of the call.
  • Example: A one minute call from the US to Brazil applies 2 minutes to the originators bucket of Direct Connect minutes and charges $0.40 without the add-on for billing
• Direct Connect minutes:
  • Billed to the nearest second
  • Plans determine minutes and billing
  • Only the originator of the call is charged usage.
  • The billed Direct Connect call timer is 6 seconds, lapsed time thereafter, any initiator becomes the billed originator.

Why you need to know it:

• International Sprint Direct Connect (CDMA) will not include PTT to Canada or roaming at launch.
• The phone must reside in the US to make the International DC call to an iDEN customers in the NII territories listed above.
• International Sprint Direct Connect is compatible with either Sprint Direct Connect or Direct Connect on Sprint phones.
  • See the Device Search Grid for compatible handsets
• International Sprint Direct Connect is automatically enabled when either a Sprint Direct Connect or Direct Connect on Sprint handset is activated.
  • There are no current systematic or phone restrictions that will limit International Sprint Direct Connect Service.
• Group Connect and TeamDC is not compatible with using this International Direct Connect Service.

What you can do:

• For more information on International Sprint Direct Connect, refer to:
  • International Sprint Direct Connect Matrix (CDMA)
  • Identify International Direct Connect Calling Areas
  • FAQ – Sprint Direct Connect
  • TINC > Telesales/Operations Home > Products & Pricing > Select Product or Service – Sprint Direct Connect

Incentives to keep iDEN CL customers connected with Sprint

In 2012, we have an aggressive iDEN migration plan and the pool of Q2 targeted customers has increased to help us achieve our goal of moving these customers over to CDMA.

What you need to do:

• Maximize the Q2 opportunity to move corporate liable (CL) customers over to a CDMA device with these attractive incentives for customers.
  • Rebate Life on File (RLOF) Reset for CL Customers
    • 4/9/12: Most iDEN corporate-liable customers with 1-24 lines will be made upgrade eligible to allow these loyal iDEN customers to affordably migrate to CDMA now.
    • Standard upgrade compensation rules outlined in the compensation exhibits apply for these accelerated customers
  • CL Discounted Handset Offers
    • 4/9/12 – 6/30/12: Targeted iDEN CL Customers will be able to purchase select phones at deeply discounted prices.
    • If the customer isn’t interested in a discounted handset offer, they can purchase any other CDMA device and pay regular point of sale price.
    • Customer must upgrade and sign a 2-year agreement.
  • FREE stuff!
    • Customers targeted for an iDEN to Sprint Direct Connect upgrade offer may also purchase a belt clip for $0 on the following devices (so this is a BOGO).
      • CHY4233R Holster – Kyocera DuraPlus
      • CHY0072R Holster – Kyocera DuraCore
      • CHY0082R Holster -Kyocera DuraMax
      • CHM2967R Holster and Shield Combo – Motorola Admiral
    • Telesales specialsits need to search for BOGO Offers.
    • Care specialists need to do a “combination order”.
• Dedicated Care Only
  • 100+ accounts with at least 2 iDEN subs will be targeted with an incentive to migrate in Q2.
  • If they migrate 50% of their iDEN lines to CDMA by June 30th they will recieve a $25 service credit for every feature phone and $50 for every smart phone.
  • To qualify they must have an MRC of $35 or more.
  • Offer will be loaded for Dedicate Care only.
  • Script will run after 6/30 to script on service credits.

International Roaming Text Messaging Service for CDMA Customers

If you have a GSM/CDMA dual mode phone, you will be able to use it to send and receive text messages while roaming internationally for a low per message charge.

• Customers who have a GSM/CDMA dual mode phone can now send and receive text messages when roaming on an international roaming partners GSM network.
• Charges are: $.50 per sent message and $.05 per incoming message.
• Current text messaging Monthly Recurring Charge (MRC) plan does not include international roaming text messaging usage.

Weekend Maintenance Window 2AM-6AM 11/22

We’ll be having some scheduled maintenance during off-peak hours this weekend, though very minimal in comparison to recent weeks.

• CDMA Homedeck (Handset home/landing page for the web), and the Digital Lounge will be unavailable from 2AM-6AM on Sunday 11/22
• Premium Content purchases, both new and stored, will be unavailable for download fromn 2AM-4AM on Sunday 11/22
• Wireless eCare will be unavailable during the same period – 2AM-6AM on Sunday 11/22
• Online Storefront, Sprint.com, and all Telesales systems will be offline 2AM-6AM also on Sunday 11/22

During this time, if there are any CDMA Provisioning requests (adds, changes, and deletes) made during this window, they will be delayed up to 4 hours. Continue to submit any requests as usual, and they will be held in queue until the maintenance window closes at 6AM, at which time they will be processed.

Motorola Debut i856 Maintenance Release

A new software release, RA6.00.004, is available for Motorola® Debut™ i856 customers. Customers with access to a phone cable to connect to a computer and internet access can download this new software themselves. Customers can also go to an authorized Service and Repair center and have a technician update their phone to this new software version.

 

 

Issues that are fixed with the new software:

• Now has Battery Temperature Monitoring: A Cool Down Message screen appears when battery has been exposed to extreme heat.

What you need to do:

• When a customer reports an issue with their Motorola Stature i9 device, first verify the software version of the phone is RA6.00.004.
  1. From the idle screen, press #, *, Menu, the Right Key (Next To OK) in rapid succession. The Trace Mode menu displays.
  2. Scroll down to Unit Info, Press OK.
  3. Scroll down to access Software, Press OK. The software version should be listed as RA6.00.004.
• If the customer is not on the latest software version, tell them if they have access to a phone cable to connect to a computer and internet access, they can download this new software themselves or they can go to an authorized Service and Repair center and have a technician update their phone to this new software version.
• Customer downloading instructions:
  • 1. Have the customer confirm that their PC matches the following requirements before selecting the correct utility on the Web site:
       • Internet Explorer 5.0 or higher installed on your computer
       • If using a USB Data Cable computer operating system should be: Windows 98 SE™, 2000™, ME™, and XP™
       • If using an RS232 Data Cable computer operating system should be: Windows 98™, NT 4.0, 2000™, ME™ and XP™
    2. Go to the Motorola Web site at: http://idenphones.motorola.com/iden/support/software/html/firmware_utility.html and download the software to the phone.
    3. Power on the iDEN phone.
    4. Select the utility that matches the phone model.
    5. Connect the iDEN phone to the PC with a Data Cable.
    6. When the utility starts, follow the onscreen instructions provided.

Wireless Backup – Keep Your Contacts

DID YOU KNOW… If your phone currently supports Wireless Backup, .and you are switching to a device that does not support Wireless Backup, we will gladly email you a .CSV export of your contacts that are backed up on the Wireless Backup server ! You can then import the csv file into Outlook, or any other contact manager of your choice.

Contact Technical Support if you are in this situation and would find this useful. As always, our goal is for you to always have access to your contact, and to make the transaction between devices as seamless as possible.

4G WiMAX: Texas, Illinois, North Carolina & Philadelphia, Pennsylvania

Tomorrow, 10/25 – 4G WiMAX will launch in the Philadelphia, PA market! and then….

On 11/1/09, 4G WiMAX launches in these new Texas markets: Dallas-Fort Worth, North Carolina markets – Charlotte, Raleigh and Greensboro.

• The wireless revolution began late 2008, when Sprint introduced a new era for wireless consumers, with the launch of the first dual-mode 3G and 4G USB modem in Baltimore. For the first time ever, customers experienced WiMAX connection with lightning-fast speed. Including speeds 3-5 times faster than 3G with peak download speeds of 12 MegaBytes per second (MBPS).
• Aggressive 4G market expansion is under way including coverage across 80 markets by the end of 2010.  IMPACT and Sprint.com provide coverage details.
• All Care specialists are able to and should assist a 3G/4G dual-mode customer with questions, billing support, and basic troubleshooting.  Only when customers require more than basic troubleshooting should they be transferred to the 4G Dedicated Support Team.
• WiMAX KMS information is easy to locate using the Content Directory – it is located under Products, 4G-WiMAX, All Specialists.

How 3G Compares to WiMAX (4G):

Feature	4G (WiMAX Broadband)	3G Service (CDMA Broadband)
Speed	Average download: 3-6 Mbps	Average download: 0.5-1.4 Mbps
Technology	WiMAX Standard – Network built for mobile broadband wireless data that is IP centric	CDMA Standard – Cellular voice network based on CDMA technology with added on data features
Reliability	Built into the 4G network based on Sprint’s heritage and experience in providing highly reliable networks	Integrated into Sprint’s 3G network
Security	WiMAX 802.16e includes the use of X.509 security certificates for both the devices and the network. Provides greater security by preventing fraudulent devices from entering the network. Helps users validate they are receiving a valid network operator signal.	Sprint Mobile Broadband uses secure CDMA technology.
Cap	No data cap	5 Gigabyte data cap
Download Times (based on peak speeds)	10MB Photo – .8 Seconds 250 MB Movie – 21 Seconds	10MB Photo – 3.3 Seconds 250 MB Movie – 83 Seconds
Enables	* Video Chat * IP TV * Cloud Computing * Synchronization * Digital Storage * User Generated Media Content * High Definition * Full Length Video * Hard Drive Synchronization * HULU * Online Interactive Gaming – Halo	* Instant Messaging * Audio Conference * Desktop Applications Windows * E-mail * User Generated Media Content * Standard Definition * Short Video Clips * File Synchronization * You Tube * Online Static Gaming – Sudoku, Chess

WiMAX requirements:

• To experience 4G, you must:
  • Be in the Baltimore MD, Portland OR, Las Vegas NV, Atlanta GA, Boise ID, and Bellingham WA area (prior to this launch of additional markets)
  • Have a 4G connection card plan (shown in the table above)
  • Have the U300 Mobile Broadband Card
  • Have Sprint Smartview – version 2.24 or higher

• A 2-year service agreement is required for new customers on U300 device purchase.

BlackBerry Internet Service (BIS) v2.8 Release Coming 9/26

On 9/26/09, BlackBerry will update their BlackBerry Internet Service (BIS) from version 2.7 to version 2.8 Customers do not have to request or initiate this upgrade. It will be seamless to all BlackBerry customers on that date.

BIS 2.8 includes the following improvements to the BlackBerry Smartphone user experience.

• Seamless Sign-on: (This feature will be available 10 days after the 9/26 launch date)
  • This allows new subscribers who have a PIN, IMEI or ESN as a billing identifier to create a BlackBerry Internet Service (BIS) account from their BlackBerry Smartphone without having to create a unique Login Name and Password.
  • Existing Customers who currently use a user name and password to log into their BIS and would like to take advantage of the Seamless Sign-on would need to cancel their current BIS account and create a new one once version 2.8 is live.
• The BlackBerry Internet Service Web site
• The Service Books Option will be renamed to “Help”  From the Help screen, subscribers can do the following:
  • Send Service Books
  • Open the Help Web site
  • Access BlackBerry Answers
  • Access Contact Information for Wireless Service Providers

Early Sunday AM Provisioning Delays

In case you’re one of those people that has an odd schedule, or just prefers to activate your phones in the middle of the night – there will be a short maintenance window early Sunday morning (09/13) from 2AM – 6AM (Central Time) for the CDMA (Sprint) switch.

CDMA Provisioning (Adds, Changes and Deletes) will be delayed 4 hrs due to Maintenance. All will be complete by 6AM, and any transactions that were started and queued during that time will then be processed. With this time frame there should not be any backlog to speak of.