Issues

Add-Ons_Call Forwarding: Issues

What to do if customer Can’t forward a call or Getting a busy signal after dialing *72

Tabraiz Bohio
Updated 1 year ago by Tabraiz Bohio

Add-Ons_Caller ID

How to change somebody else's name appearing on the customer's phone

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Add-Ons_Hotspot: Issues

How to Troubleshoot Hotspot

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Add-Ons_VoLTE - (Voice over LTE) - Simultaneous Voice & Data Calls: Issues

What to do if customer can't enable VoLTE

Taha Khan
Updated 1 year ago by Taha Khan

Add-Ons_Voicemail and Visual Voicemail: Issues

How to Troubleshoot Voicemail and Visual Voicemail

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Add-Ons_eSim: Issues

How to Troubleshoot eSIM

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Advanced Troubleshooting: GSM LTE - SOC Reset (Vcare)

If troubleshooting for GSM LTE SIM Card doesn't work, it's a good practice to go ahead with SOC reset.

Hassan Afsar
Updated 1 year ago by Hassan Afsar

Devices_Calling_GSM LTE

How to Troubleshoot Calling

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Calling_Super LTE

How to Troubleshoot Calling

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Cellular Data_GSM LTE

How to Troubleshoot Cellular Data

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Cellular Data_Super LTE

How to Troubleshoot Cellular Data

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_LTE Status Codes and OTA reconfiguration

How to do OTA reconfiguration

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_MMS_GSM LTE

How to Troubleshoot MMS

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_MMS_Super LTE

How to Troubleshoot MMS

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_No Service_GSM LTE

How to Troubleshoot No Service

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_No Service_Super LTE - Android

How to Troubleshoot No Service

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_No Service_Super LTE - iPhone

How to Troubleshoot No Service

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Nokia 3310 APN Settings

How to update the APN for Nokia 3310

Linus Lu
Updated 1 year ago by Linus Lu

Devices_T-Mobile 3G Sunset

New activations for 3G-only devices will not be able to get on the GSM LTE network.

Linus Lu
Updated 1 year ago by Linus Lu

Devices_Texting_GSM LTE

How to Troubleshoot SMS messages

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Devices_Texting_Super LTE

How to Troubleshoot SMS messages

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Join_Activation Failures

How to deal with different errors that customer can report while Activating a SIM

Tabraiz Bohio
Updated 1 year ago by Tabraiz Bohio

Join_Device Compatibility - GSM LTE

GSM LTE network offers compatibility with basically all 4G LTE devices

Linus Lu
Updated 1 year ago by Linus Lu

Join_Device Compatibility - Warp 5G

To use the Super LTE network the device needs to be a Verizon certified LTE device with VoLTE and no network restrictions

Linus Lu
Updated 4 months ago by Linus Lu

Join_Discount 1/2 Access

The customer is reporting the error: "There may be a problem with compatibility. Contact support for assistance."

Syed Saad Hasan
Updated 1 year ago by Syed Saad Hasan

Join_Locked Phones

How to check if the device is unlocked

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Navigation_Account / Dashboard: Browser

I cannot add a new line, what do I do? I cannot see the complimentary plan, what do I do? and More

Shehryar Ejaz
Updated 1 year ago by Shehryar Ejaz

Navigation_Account and Dashboard: Apps

When a customer is unable to see their lines. When a customer is unable to add a new line. And more

Shehryar Ejaz
Updated 1 year ago by Shehryar Ejaz

Ports_GSM LTE PORT-IN Errors

Errors and Solutions

Saad Akhtar
Updated 1 year ago by Saad Akhtar

Ports_Port In: Issues

Helpful Canned Responses and Response Types

Saad Akhtar
Updated 1 year ago by Saad Akhtar

Ports_Port In: Terminology

What is PIC Freeze? What are the SPIDs of the major carriers? What is OSP, NPAC, SOA, FOC, PON, LNP etc.?

Arina Vlasova
Updated 1 year ago by Arina Vlasova

Ports_Port Out: Issues

Ports Team responsibilities around releasing Ports

Saad Akhtar
Updated 1 year ago by Saad Akhtar

Ports_Super LTE PORT-IN Errors

Errors and Solutions

Saad Akhtar
Updated 1 year ago by Saad Akhtar

Troubleshooting Guide

Navigation Guide on troubleshooting

Arina Vlasova
Updated 1 year ago by Arina Vlasova

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