The customer is having trouble with their phone not reading SIM cards.

First make the update. Once you have the update done, okay, if you're telling me that you're going to do it right now, do it. And I will call you in 30 minutes to one hour. That's the time that the update might take. And then I will give you the steps that you have to do when you call T-Mobile, okay?

You have to connect the phone to Wi-Fi first in your home or any place with Wi-Fi. Have the phone charged up to 100%. Once you get that done, you have to go to Settings. In Settings, there's going to be an option that says System Update. You have to select that option and then check for updates, and it will do it by itself. It may take some time because you have to download, install, and reboot the phone.

Once all the process is done, okay, you can either text me to call you or I'm going to call. If you tell me that you're doing it right now, I can call you in one hour if you want and help you to get it done with T-Mobile.

We will be able to try to at least make a factory reset on your phone. If you want to do it now, we can go ahead and we can help you right now with that, no problem. So go to settings. Once you're in settings, you have to go to... no, no, not settings. Are you calling from that phone that we are going to reset? No, it's going to be a different process. So you need to dial star-pound star-pound in the phone like you're about to make a call. Yes, you need to dial star-pound star-pound. Okay, now go to... if you see it, you can go to... exactly, you go to QC. And then go all the way to the end and you will find an option, this is factory data reset. This will delete all your information, just to let you know. And now leave it a few minutes. Yes, and now the phone, now just have to try the phone with the same card in the first slot.

In this situation, we are trying to investigate. It was reported already to the main developer of the phone, who is my boss. The only solution right now, if you, of course, we would love to help you, we'll be changing the service. If you want to keep using T-Mobile, we have our fixed service that also uses T-Mobile network, so we will be the same.

Please text me once you get it done, and we'll go from there, okay?

So, you may have to bring the phone in so that we can check on it.

If you were to bring it in, you could bring it into the Williamsburg location as well. But if you were to send it in, you can only send it to the Burrow Park location.

The phone that you're putting into, if it's an unlocked phone, then it should be working fine. You would have to check to see if that phone is locked to total wireless or not.

Can you use another fixed phone to call me? When you call me from that phone number, I want to make sure 100% that I would see how it works and just to help you. You said you tested the SIM card with the fixed phone, am I correct? No, I asked you to test this SIM card with another phone so you were able to test, right? Do you have by any chance one of those phones available right now? Are you going to see your friends by any chance later today? So you can call me from this phone number to this phone number to see. I want to find out 100% that everything is good.

Yes, please call me from your friend's phone. I want to see some kind of information that you don't have, that's what I want to see.

Okay, so yes, T-Mobile apparently made a change on their service and many fixed phones stopped working with them. If you go ahead and put any other SIM card in the fixed phone that is not directed from T-Mobile, you will see that it will work right away.

No, no, it may not. Even with a new one, it may not be helpful.

Currently, the Monsi location doesn't have NetEye for repair. They only have three repairs.

Yes, you were called yesterday because they need to know some information. You sent the package.

Okay. Understood. All right. Thank you.

One to two days.

Yes. When your phone is fixed, we will call you.

Yes. So, the phone, the phone that you're putting into, if it's an unlocked phone, then the SIM would be working fine. You would have to check to see if that phone is locked to total wireless or not.

Okay. So now we have all the information, and we're going to fix it.

Yes. Okay. And how long do you think this is going to take? One to two days.

Yes, when your phone is fixed, we will call you.

So, you have to come down to the Burrow Park location or send your phone.

You'd have to check with, check that phone to see if it's locked to like a specific carrier.