| Author |
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WebDunce
Posts: 180 |
 
Fri Aug 04, 2006 2:17 am |
Sorry for all the questions guys. 
Had a guy today want me to troubleshoot his RAZR for a bluetooth issue. It would make a fax machine noise instead of playing ringtone whenever engaged with the bluetooth headset.
I don't know/can't find the answer. I cannot xfer to tech because he is ON the problem handset. But I call tech to see what they would SUGGEST. (all tech reps have been VERY helpful...gotta love 'em)
The tech suggests verify IMEI/SIM. Resend GOTR. Powercycle. If it still has issues. have him call back from another phone and request xfer to tech.
As soon as tech recommends verify IMEI/SIM...I notice that the phone's model (mobile level, general tab) is a Motorola V557...NOT a RAZR. I mention this and ask "This pretty much MEANS that the IMEI is wrong, right?" Tech confirms that's so. I thank rep and go back to cust.
We change the IMEI and verify the SIM. NOW, the model changes to UNKNOWN????? But his phone worked fine (except couldn't actually test the bluetooth problem)
My question: does this likely mean he had an UNLOCKED RAZR? or does it mean I messed up his IMEI/SIM or did somehting wrong when I deleted/readded the GOTR feature?
Thnx.
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WebDunce
Posts: 180 |
Fri Aug 04, 2006 2:20 am |
Oh yeah...how was I able to verify SIM/IMEI since he on phone?
He in cingular store. I had him ask for their number and get their permission for me to call him on it.
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mandiepantz
Posts: 39 |
Sat Aug 05, 2006 12:44 am |
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i don't know why it comes up unknown, but i've had that a handful of times.
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Sat Aug 05, 2006 9:22 am |
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sometimes the imei is not loaded into the billing systems at the wearhouse and sometimes it would be an unlocked device most of the cingular V3 are not loaded into the system
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WebDunce
Posts: 180 |
Sat Aug 05, 2006 12:11 pm |
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thnx for the explanation Cptech.
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Sat Aug 05, 2006 1:13 pm |
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no problem
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WebDunce
Posts: 180 |
Sat Aug 05, 2006 10:36 pm |
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heh...i'm glad to hear it simply means we don't have that IMEI on file...i thought i busted the guy's phone. ha!
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Mon Aug 07, 2006 4:56 pm |
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our KB says to transfer bluetooth issues to the manufacturer. as we/tech has limited info.
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WebDunce
Posts: 180 |
Mon Aug 07, 2006 11:43 pm |
hi steva,
it was a RAZR. when bt was active, selected ringtone ignored and made a fax-like noise for incoming calls. when bt not active, selected rngtn is used.
I called tech. she said verify sim/imei, resend GOTR, and something else (cant remember). she said if he still have probs, he should cb & be xfrd to tech.
found out he switch sim to the RAZR, imei was for another motorola. so that may have been the prob. but could not test, since he did not have bt actv & would not make active at that time.
whats KB? something in tlgnc reps use?
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Tue Aug 08, 2006 12:17 am |
| Quote: | | For any settings not listed above, troubleshooting, or any other information not listed here, advise the customer to contact their device's manufacturer or Bluetooth.com. |
that's from CSP. by KB, I just meant knowledge base i.e. csp
I'm blue care.
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