Nextel Network Coverage Changes – PA, DE, NJ, TN, AR

In preparation for Network Vision, Network Ops will continue decommissioning a number of existing iDEN towers throughout the country, the evening of 5/7/12, in the following markets: Central Pennsylvania, Western Pennsylvania, Delaware, Philadelphia Metro and Southern Jersey.

Markets scheduled:

• Tower decommission of the following markets is scheduled :
  • 5/9/12: Arkansas, Memphis, Nashville
  • 5/14/12: Northern California, including: San Francisco Bay, South Bay, Lower Central Valley, Upper Central Valley.
• Tower decommission continues every Monday and Wednesday evening through June.

Network Vision:

• Decommissioning eliminates excess capacity and has minimal customer impact.
• Retuning/decommissioning towersWILL NOT shutdown the iDEN market service in 2012.
• Customers who rely on in-building coverage near a decommissioned tower may experience in-building signal strength changes but street/in-car coverage should remain the same.

Software release iOS 5.1.1 is now available for iPhone 4 and 4S

A software update to iOS 5.1.1 is available for the Apple iPhone 4 and 4S beginning Monday 5/7/12.

• If the customer does not update via iTunes or OTA, they will be prompted to accept the update for their iPhone Over the Air within 7 days.

Enhancements and issues fixed in software update:

• Enhancements:
  • Improves reliability of using HDR option for photos taken using the Lock Screen shortcut.
  • Improves reliability for syncing Safari bookmarks and Reading List.
• Fixes:
  • Fixes bugs that affected AirPlay video playback in some circumstances.
  • Fixes an issue where Unable to purchase alert could be displayed after successful purchase.
  • Occasional issue of audio dropping for outgoing calls.
• For information on the security content of this update, go to http://support.apple.com/kb/HT1222.

What you need to do:

• Help customers download the software update:
  • Download Update Over the Air (OTA)
    1. Check that the iPhone has a valid connection to the Internet.
    2. Tap Settings> General > Software Update.
       • If an update is available, a prompt will appear.
    3. Select Download and Install.
    4. Once prompted, select Install Now.
       • The iPhone will power off and power on into the update process, displaying an Apple logo and progress bar.
       • Once the update is complete the iPhone will reboot by powering off and powering on again.
  • Download Update Over iTunes
    1. Go to http://apple.com/itunes/download/ and download and install the latest version of iTunes.
    2. Connect the Apple iPhone to the computer and open iTunes.
    3. Select the device on the left side of the iTunes window and click Check for Updates.
• Help customers verify the software version:
  • Verify the software version on the iPhone when a customer reports an issue with their Apple iPhone.
    1. Unlock the iPhone.
    2. Press Settings >General > About device.
       • Software version number: iOS 5.1.1
• Refer to the support documents:
  • Available 5/8/12:
    • Software Update to iOS 5.1.1 – Apple iPhone 4
    • Software Update to iOS 5.1.1 – Apple iPhone 4S
  • Locate your support documents:
    • In CST by entering the PTN for the customer‘s iPhone.
    • UseDevice Search Tool.

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.

WEEKEND MAINTENANCE REPORT 5/5-5/7

WEEKEND MAINTENANCE REPORT

NOS Number Porting System

SUMMARY: Monday 05/07/2012 2:00 AM CT – 6:00 AM CT

DETAILS:

• Number Porting System will be unavailable for 4 hrs starting at 2:00 AM CT – 6:00 AM CT on 05/07/2012
• Customer port requests will not process from 2-6am CT.

ACTIONS:

• Maintenance will end at 6:00 AM CT

ID: 30492

CDMA Provisioning

SUMMARY: Sunday 05/07/2012 2:00 AM – 6:00 AM CT

DETAILS:

• CDMA subscriber changes (activations, deactivations, swaps) will be delayed due to maintenance for 4 hrs. starting at 2:00 AM CT – 6:00 AM CT

ACTIONS:

• Maintenance will end at 6:00 AM CT

ID: 25758

i-CARE

SUMMARY: Monday 05/07/2012 12:00 AM CT – 4:30 AM CT

DETAILS:

• i-Care will be unavailable for 4 hrs  and 30 minutes starting at 12:00 AM CT – 4:30 AM CT due to maintenance
• i-Care notes will be unavailable in sView during this maintenance

ACTIONS:

• Maintenance will end at 4:30 AM CT on 05/07/2012

ID: 31661

NMS/CDMA Activations & Changes

SUMMARY: Sunday 05/06/2012 2:00 AM CT – 6:00 AM CT

DETAILS:

• You will be unable to complete changes or new activations for CDMA accounts during this maintenance.
• NMS will be unavailable for4 hrs starting at 2:00 AM CT – 6:00 AM CT on 05/06/2012

ACTIONS:

• Maintenance will end at 6:00 AM CT

ID: 30299

Subscriber Migration Tool

SUMMARY: Sunday 05/06/2012 – 2:00 AM CT – 4:00 AM CT

DETAILS:

• You will be unable to access the SMT tool to migrate customers for 2 hrs starting at 2:00 AM CT – 4:00 AM CT

ACTIONS:

• Maintenance will end at 4:00 AM CT

ID: 25473

DMT/Data Manipulation Tool

SUMMARY: Sunday 05/06/2012 – 2:00 AM – 6:00 AM CT

Details:

• Specialists may be unable to view/update/delete NMS-Wireless data. Often used to resolve NMS-Billing out-of-sync scenarios for 4 hrs starting at 2:00 AM – 6:00 AM CT on 05/06/2012

Actions:

• Please advise customers that maintenance will end at 6:00 AM CT.

ID: 886

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

Sprint Customer Care Tools

Ever wonder what snazzy tools our care departments have to assist you when problems arise? The list is exhausting!

While most of these tools are internal, there are a few external ones thrown in for good measure. While you won’t be able to access *most* of these tools, you can at least have a good idea of all the resources available to our agents, and what they do.

Sprint Store Information Master Database

Ever wondered what info we have about the retail/Servie & Repair (S&R) stores that you don’t? Believe it or not, it’s not much! Basically, we have:

• Dealer Name / DBA / Legal Name & Address Info
• Standard Store Phone #
• Service & Repair Phone #
• Store Territory / Director of that area / Sprint Contact
• Store’s Contract ID
• & Finally the store’s hours

Some of you may find this info useful? Perhaps for directing complaints, direct phone numbers, or other reasons. In case you do, it’s posted here as a google doc:

Sprint Service & Repair Master DB (2012) (Google Doc)

Keep in mind that most locations are simply DBA’s with a Sprint contract. So when we have issues with them at an executive level we simply refer back to the division manager that enforces the contract, or requests a favor, but in the end, it’s up to the store to handle situations within our guidelines.

#ISN Poll: What do you want to see more of?

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.