Join_Discount 1/2 Access

Syed Saad Hasan Updated by Syed Saad Hasan Permissioned article This article is internal and cannot be seen by public viewers.

Discount 1 and Discount 2 access

Discount 1 and Discount 2 access relates to the fact that in our contract with Verizon, we cannot directly take current Verizon customers, since that would mean they would be enabling us to steal their customers. Because of that, we have set up a system to prevent users with active Verizon lines from joining our Super LTE network until they are no longer recognized by Verizon as a current customer of theirs.

The customer will report seeing the error: "There may be a problem with compatibility/ This device is not compatible. Contact support for assistance."

DISCOUNT_1_ACCESS

This means the device is:

A) Registered to an active Verizon line, and

B) Has payments pending or in other words 'under contract'

DISCOUNT_2_ACCESS

Simply means the device is registered to an active Verizon line. All it takes for that to happen is to insert an active another carrier's SIM into the phone and boom! So even if you purchased your device unlocked and it has nothing to do with Verizon, the simple act of trying a Verizon SIM in it will render it.

Solution

For DISCOUNT_1_ACCESS

1. Ask the customer to contact their previous carrier and remove any restrictions that they might have placed on the phone.

2. As soon as this is done, the customer can use the IMEI to activate their SIM with US Mobile.

For DISCOUNT_2_ACCESS

1. Ask the customer if they're using the phone with Verizon

2. If yes, ask if they will be porting the Verizon number over

3. If yes, explain that the phone is currently registered to their Verizon line and since Super LTE is powered by Verizon the system won't accept the IMEI for activation, because as far as Verizon is concerned, the IMEI is already attached to a Verizon number. Ask the customer to try adding another carrier's sim card to the phone for the IMEI to get freed up.

4. Another and easier solution is that we just Change the last 3 digits of the customer's IMEI to something else > check in Admin > Verizon > Validate Device if it's certified. Give this IMEI to the customer for the purposes of submitting a port request

5. Advise the customer to continue using the Verizon SIM until the number completes porting over from Verizon

6. Once the number ports over, the original IMEI of the customer's device will be freed up and will no longer show discount_2_access error. At this point, the customer may safely insert the US Mobile SIM into that device and start using it.

If however, the customer is not porting the number over from Verizon or the device in question is not attached to their Verizon account or they don't have a Verizon number at all (bought the device used from someone), then:

  • Advise the customer that their phone is currently registered to an active Verizon line and since Super LTE is powered by Verizon the system won't accept the IMEI for activation, because as far as Verizon is concerned, the IMEI is already attached to a Verizon number.
  • They will need to call Verizon and ask to have the IMEI delinked from whichever line it's showing up attached to. Be advised that this doesn't always work, since most Verizon reps won't know what the customer is talking about, so be sure to explain the situation to the customer adequately.
    Deprecated (no longer used) The customer will need to get the IMEI freed up by inserting their Verizon SIM card into any other Verizon certified device, just long enough for the SIM to register on to the network with that device. Ask the customer to insert the SIM into the other device and make a call. As soon as that is done, the IMEI of the customer’s own device will show certified and they can activate it with Super LTE.

How did we do?

Join_Device Compatibility - Warp 5G

Join_Locked Phones

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