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The customer is experiencing data connectivity issues with multiple phone services.
Other Response Scripts
85%
To fix this, you need to delete those big conversations, and that's it. That will fix it.
85%
Yes, I can do it now. No problem. I'm going to charge the card that is on here, which is the 5116.
85%
Sure, no problem. It's going to be charged on the account that the bill is paid to each month. And then you're all set. In 10 minutes it'll open.
85%
I can help with that. Do you have the phone in your hand? All right, go to settings. Notifications. Apps and notifications, okay. See all apps. And then you're going to click the top right, there's like three little dots, click on those, click show system. All right, now the list is in alphabetical order, you're going to scroll down to D as in dog, and you're looking for DuraSpeed. Perfect, and now you're going to click on that, and you're going to click open. All right, now there's a switch at the very top, what does it say? It says on. All right, switch it off. Okay. Now you're going to go back twice, back to the long list of applications. You're going to scroll down to messages. Yes, messages. And you're going to go to storage and cache. Yes. You're going to clear storage. No, you're not going to lose any messages at all. Clear app data? Yes. Okay. All right, and you're all set. All you need to do is turn your phone off and turn it back on and you should be getting all your messages now.
85%
So, it's going to be 356. 356. 080. 080. 096. 096. 262. 262. 086. 080, 262, 086, okay. And the second one, yes, second one. Let me know when you're ready. Okay, one second. Okay. So, the second one will be 356. 356. 080. 080. 096. 096. 881. 881. 837. 837.
70%
It should take five, ten minutes, okay?
70%
Okay, everything is working. That's what we wanted to check.
70%
We tested it, and it's working perfectly fine. The data is working, and it's not even connected to Wi-Fi.
70%
Yep, you're all set. I'll charge it now.
70%
Your data should be working in 3 minutes.
70%
Your data should be working in 5 to 10 minutes.
70%
Yes, it will work with no issues.
45%
So, first you have to check to see exactly what the problem is. Can you let me know is there any other functions on your phone that aren't working properly?
45%
Okay, so just to verify, it says that last updated zero minutes ago, right?
45%
No, you should, but you should, if you don't have unlimited data or a lot of data on your plan, you should be using Wi-Fi to update your phone, so you should connect to a Wi-Fi network.
45%
So what you can do, you would have to pay $5.50, and it would add a gig to your plan so that your data would start working again. That's for every month, or can I just pay for now? No, you can just do it for now, so it would be just one charge.
45%
It's going to bill to the card that is ending in 9576, all right?
45%
Please call them and ask them to add more data.
45%
When you have an issue with something, okay, you need to try to assess every single possibility. So if you didn't call and you want to solve it, you need to do that. So if you didn't call your small book yet, I will highly suggest you to call them. Just tell them, hey, I want to know if my data is working. If they say yes, then just wait for the update. But if they say no, you don't have data, then ask them to add more data. And that's it.
45%
Okay, I'm going to refresh the line. Please stay with me on the phone for a few more minutes.
45%
Okay, now it should be working. Please test it.
45%
Okay, put one of our SIM cards on his phone, please, one of our activated SIM cards.
45%
Now we put the battery back in.
45%
Okay, now try sending a picture to 347-240-2482.
45%
Check the waves and check the weather. If both are working, that means the data is working, then the problem is with US mobile.
45%
If it's not letting you do that, if it's not letting you use the waves, something happens, check what you wanted. Check the thing, check the weather.
45%
With Fizz, a lot of our customers are experiencing problems with that company. We actually suggest you just testing out another SIM card. If you have a friend that has a different phone service, just try a different SIM card inside your phone so that we can identify if it is the phone or it's the phone plan.
45%
So what you can do is you can either wait for the plan to refresh, it refreshes every month, or you can get extra data for this one month for $5.
45%
Did you happen to download an update on your phone? Yes. Okay. So when you download an update, please make sure that you're on Wi-Fi so that it doesn't use up all of your data.
45%
So the period on your phone, it ends at December 3rd. So you can wait until December 3rd and you'll get another gig of data for the month. Or you can pay $5.50 to get another gig right now.
45%
Whenever you're about to make an update with your own data, the phone will tell you, hey, you're about to make an update with your own data. Are you sure you want to proceed? And you just press yes, okay, in order for it to happen.
45%
You can text me your email and I can send you a whole tutorial on how to do it. It's not that easy, but it will block apps for good.
45%
All right, so can you open up, Tony, can you check the weather app, and can you let me know when is the last time it refreshed?
45%
If you didn't call your service provider, try to see how much data you have left. That would get rid of the notification, and that would help with your voice messages not going through.
45%
You call U.S. Mobile. You ask them how much data you have left. They don't tell you, no, they probably don't have any left. And you move forward with them. Get more data or wait for it to be refilled. And once it's working on that end, then all the functions will work again.
45%
I can help you with that. Please go to your Settings, then tap Apps, find Messages and tap Clear Storage. That should fix the delay.
45%
Okay, so let's try resetting your mobile, Bluetooth, and Wi-Fi. So if you go into your settings... Nothing's going to get deleted? No, the only thing that's going to get deleted are your saved Wi-Fi passwords. For example? Sorry? Wi-Fi what? Wi-Fi passwords. Oh. Saved Bluetooth pair. Oh, but now I think that a Bluetooth one, so like the picture. No, no pictures, no contacts, none of that. Okay, I went to settings. Then go to system. System? Yes, system. System updates, or just system? Just system. Yes, okay. And then you go to reset options. Okay. And then in reset options, you click on mobile Bluetooth Wi-Fi. Okay. And reset settings? Yes. Okay. And then you would reset your phone to check to see if it works. Do I check now? Yes, is this the phone that you're calling from? Yes. Okay. Yes, you reset your phone and check to see if it's working. If it's not. Sorry? Restart my phone? Yes, you restart your phone.
45%
Okay, so what happened here is that you ran out of data, okay? You can, you need to call your service, you need to tell them, hi, I think I ran out of data, they will confirm, okay, they will tell you, yes, that's right, you ran out of data. And if they, yes, once that's done, they are able to add more, or they will charge a little bit more. But yes, they have to do that. That is the only way to make it work.
45%
You have to ask them what is your service... What service is your plan going through, Verizon, T-Mobile, or AT&T. Once you get the question answered, ask them, how much data do I have left?
45%
Once they answer you that, yes, if they tell you, look, you have plenty of data, follow that. If they tell you, no, you have zero data, then tell them, please, have data for me, and that's it.
45%
You cannot check how much data you have left on your phone with your phone. I have to ask my service provider?
45%
Yes, you can. You ask them, they'll let you know when it gets renewed, and it's used the same day every month. And you can also ask them how much data you have left as well.
45%
I want to try restarting the network on the phone. So go to settings. Okay. And then scroll down to system. Okay. And then go scroll all the way to the bottom. This is reset option. Got it. And then it says reset mobile Bluetooth Wi-Fi. Okay. Reset settings? Yes. So you should reset that after 30 seconds or 10, 15 seconds. Turn it back on.
45%
Take out the battery and move the SIM card from slot 1 to slot 2. Okay. Move the battery. Did you move it over? It has to move it? Oh, yeah, I got it. Okay, I got it out. Yeah, so you move from SIM card slot 1 to SIM card slot 2.
45%
So, it's going to be 356. 080. 096. 262. 086.
45%
The second one will be 356. 080. 096. 881. 837.
45%
Yes, that's correct. You don't have data left. I can add you more data. No problem. It's going to be $5 for it because we have one more gig. Now, we can do it right now.
45%
First, what we can do is we can try to restart your mobile Bluetooth and data on your phone. Go to your settings. Okay. Settings. And then go to system. System. Yeah, system, I see it. Yeah. And then go to reset options. Reset options. Okay. Yeah. Reset mobile Bluetooth Wi-Fi? Yeah, I see that. Most of the time it does, but sometimes it doesn't. So once you put reset, you're going to press okay. It's going to reset your mobile Bluetooth Wi-Fi. Then you just turn off your phone, keep it off for 10 to 15 seconds, and then turn it back on.
45%
I can help with that. So, with the Verizon one, did we give you a new IMEI when you called them? What you told them? Can you tell me a little bit more? Yes, please. So, I gave them the IMEI and the SIM card numbers. Yeah, that's basically it. Okay, so, with that one, we may be able to make it work with no issue, because we just need to provide the SIM card, okay? We just need to provide a new IMEI, and that will help. That will make it work.
45%
Yes, that's correct. You don't have data left. Okay. Now, what is the next issue? Now, we can fix that. I can add you more data. No problem.
35%
You have to call them to add more data, okay?
35%
No, you have to test your phone.
35%
Okay, so when you're next, just give the phone to him, and we'll start testing a few things, okay? I'll wait for you here.
35%
So do you want to take care of the other two customers that were before him, and then we help them together?
35%
I'll tell the customer that we can transfer him to our service if he wants.
35%
You should call them, and you should figure that problem directly with them.
35%
Just a SIM card from a different plan.
35%
Alright, and which Fig do you have?
35%
Can I have your number please?
35%
You have to call US Mobile in order to add data, okay?
35%
Yes, please.
35%
Did you try turning the phone off and turning it back on when you received the data or no?
35%
Are you able to come to our Monzi store so we can take a look at the phone?
35%
Yeah, if they're having that issue with the missing messages, yeah, you can go ahead and let them know.
35%
I will suggest you, just as a suggestion, to call U.S. Mobile. Do you have U.S. Mobile through T-Mobile, AT&T, or Verizon?
35%
The next option would be to try that SIM card in another phone. Okay. And then if the SIM card in another phone works perfectly fine, then you have to either bring the phone into Borough Park or send the phone in. And if it doesn't work, any other options to try? No, there wasn't any other option to try. It means that there's a problem with the motherboard.
35%
To make the Wii's work, you need to switch your line because AT&T is not working.
35%
Since the change was done on AT&T, you should request a refund directly to AT&T.
35%
The best thing to do in this situation, the Bitcoin needs data to work properly, change the company. That is what I'm telling customers.
35%
To ask them if the data on their line is working well, and then if they say yes, then to restart your line.
35%
If that doesn't work, I recommend that you call your service provider.
30%
Yes, so that, when you did that, it caused you to use up all the data on your phone, which is tied to those functions that aren't working right now.
30%
We are aware of that. We are going to release another update that will fix those issues, okay? The update is coming. It was supposed to come on Monday. Now it's got delayed a little bit, so it's arriving. It will be arriving by, hopefully, if not tomorrow, by Friday, okay? Or even maybe today.
30%
Of course, we can offer your service, okay, if you want, and not to sell you but to give you a solution. It's $15 a month plus taxes, and it comes with one gig of data.
30%
If anything, you know we're here to help you.
30%
And then I'll call you back and if they still have problems, I just want to make sure that if there are still problems, I'll be able to get within the return policy and all that.
30%
So the things that are currently not working on your phone are an indication that the data is not working correctly on your phone.
30%
You do not have any more data on your phone.
30%
With each phone plan you have unlimited talk and text. You have one gig of data. So every month it gets refreshed and you get another gig of data.
30%
You only have one gigabyte of service per month. You have one gigabyte of monthly talk and text plan.
30%
The period ends on the 22nd.
30%
It's $5.50.
30%
So your Waze, your multimedia messages, and your weather, they're not working because you ran out of data on your plan. So you have one gig of data per month during each cycle and you use all of it. Those three different services, the MMS, the GPS, and the weather, they all use data. So they will not be able to function if you don't have data with them.
30%
Yes, $5.50. And this is like a one-time thing? So then I'm not going to have to pay? Yes.
30%
Apparently, you did an update. The update consumed your data, not the weather. The weather just takes a very, very small portion of data, very, very small percentage, not even 1% of your total data if you have 1 gig of this.
30%
Yes, you always have the risk that in order to unlock it, you may need to make a reset on your phone, okay?
30%
The data on your phone is not working properly currently. That would make sense as to why the voice notes are not always going through.
30%
WING is one of the NBNOs that doesn't work on Fig.
30%
It's going to come by Hanukkah, okay? For the one that you have.
30%
In this situation, I need to ask you for... Where is the... Who is your service provider? Red Pocket through AT&T. Red Pocket is one of the worst companies that you can use on a Fig phone. Really? Really. Okay, so it's not going to work. You have to change the company. I will recommend you U.S. Mobile by Verizon, okay? U.S. Mobile, okay. Okay, I'm going to have to see how much more money it costs, but... No problem. Red Pocket, I'd say, okay. That's the cheapest. I just need like pretty basic. Well, don't go for the cheapest. Go for the one that works. U.S. Mobile is very cheap though, but it's not... I don't think it's as cheap as Red Pocket, but it works just fine, okay? Okay, are there any other companies that I should not use? Do most companies work, or do a lot of companies have issues? No, no, most companies work, but this particular company is not good. Okay, and that's Red Pocket, even through Verizon, it would be the same issue. Any Red Pocket thing is a problem. Red Pocket is not good at all, not good at all, okay? Okay, so any other of these small companies would work? U.S. Mobile is a small company, it works perfectly fine, and I also fix services, it's good too. I hear you, I hear you. Yeah, I just added that in to check how much it costs, but okay. Yes.
30%
No, no, no, it doesn't have anything to do with it. It has to do with, like, the way the new update is, like, responding to the phone.
30%
What happened here is that you made the update without using Wi-Fi, okay? So every time you're about to make an update, okay, without Wi-Fi, you will, you will find out that the phone will offer you first to update, to put your phone, to connect it to Wi-Fi, okay? It will tell you, hey, you're about to make an update with your own data. You want to proceed? And you have to, yes, if not, the app is not going to go through, okay?
30%
No, no, nothing's going to happen. I mean, if we have, if we have, yes, the update just fixes glitches and issues. If you don't want to make it, you are not allowed to.
30%
Absolutely. Then I have to lose my service provider, okay?
30%
I think they can charge you up to one gig per time. They cannot add more than that. So you have to work with that, okay? But one gig, would it work? One gig is usually good, yes.
30%
Some customers have been having issues with picture messages, that's going to be addressed in an update that's coming out either tonight or tomorrow.
30%
You said you had enough data. So, you called your service provider up and they said you have enough data?
30%
We're open until 6. We open at 10 tomorrow.
30%
I can help with that. Please give me a moment while I generate a new IMEI for you.
30%
Your phone is currently not connected to data.
30%
You do not need Wi-Fi for your data to work.
30%
T-Mobile works, fixed service works, U.S. Mobile, Ultra Mobile, fixed service, $15 a month, plus taxes.
30%
Yes, T-Mobile works. And Verizon works. U.S. Mobile works.
30%
Just to clarify, that is not an issue with their software. Unfortunately.
30%
Even if we go with the customer for two hours, changing everything, believe me, I did it with three or five customers, it didn't work.
30%
So what time do you open? Can I call back? We're open until 6. We open at 10 tomorrow.
30%
The message comes and the phone actually, when you're about to make an update, if you read everything that comes through, you will find that it will recommend you to connect the phone to Wi-Fi.
30%
Every time that you're home, when you need to download an update or anything like that, the phone will do it, and your data will be intact, okay?
30%
Your phone is currently not connected to data. You do not need Wi-Fi for your data to work.
15%
Okay, so I can check for you, and is this the number you're calling from, or is it a different number?
15%
Then turn the phone off. Okay, I'm turning it off. I'll turn it off. We're going to give it like 10 seconds for it being off. No problem. Okay, can I turn it back on? Yes. Okay. Turn it back on? Yes, turn it back on. Let me see if it works.
15%
Just call them, tell them that you want to go back to Verizon. You give them the IMEI that I will give you, and that's it.
15%
Okay, so what's the new IMEI? I'm going to need the two phones.
15%
You need to update your phone. You can try resetting your messages, your message app, but without updating your phone.
15%
Can you check to see if the other services of your phone work? Can you check to see if the weather updates?
15%
You have to call your service and ask them why your data is not working.
15%
Once the data comes up to your phone, go ahead, test it. Use it for one or two days. And, yes, and after that, everything should be fine. If it's not, please, you can call me and you can ask for me, and I'll be more than happy to help you.
15%
You can either come to a Borough Park store or Willisburg store. We'll make the update for you over there, and we are not going to charge you.
15%
So, simply go to Settings in your phone. Go to Network and Internet, and then the first option is pretty much Wi-Fi. So, look up for your Wi-Fi network for your password, and yeah, that's it.
15%
Yes, you have enough now, okay? So, how do I go about downloading the rest? Do I go into menu? Yes. Settings? Yes. Go to settings, and then go to system update, and you will find there that there's a bar.
15%
Yes, click on download, and well, give it 15 minutes because the data add is now automatic, okay? So, I just did it now. It will take 15 more minutes.
10%
Again, give it 15 minutes and start doing it again. Everything should work perfectly fine. If not, call me. Again, my name is Juan. Ask for my name, and I will help you as many times as you need to get it done, okay?
5%
Is there any way for you to connect to a Wi-Fi network?
5%
You should continue updating your phone because every update makes issues, okay?
0%
The phone is compatible. What is the issue here is that the phone is not certified, okay? So, they will see it, and they won't find it in your system.
0%
I'm sorry that you had that experience. I'm a different person, so please, let's start from zero.
0%
From what I'm seeing here, you accepted an update a few days ago. Well, actually, I can see here. You accepted an update two days ago. And that, unfortunately, consumed most of your data.
0%
It depends on where you are located, but it should take a few minutes only, no more than 15 minutes to finish.
How Customers Ask This
"The customer is experiencing issues with data connectivity and is unable to send or receive messages."
"The customer is experiencing issues with voice to text, Waze, and weather not working on their phone due to data connectivity problems."
"The customer is experiencing data connection issues with their AT&T service."
"The customer is experiencing network issues with their phone, including disconnections and no service."
"The customer is experiencing issues with mobile data not working on their phone."
"Why is my data not working after a recent update?"
"Why is my data not working despite being told it would be added?"
"The customer is experiencing issues with their data connection and is inquiring about data availability."
"The customer is unable to send or receive SMS messages and use apps due to data limitations."
"The customer is experiencing issues with data and MMS messages not loading unless connected to Wi-Fi."
"The customer is experiencing issues with sending voice notes and app functionality due to a lack of data connection."
"The customer is unable to use Waze and send/receive MMS despite having added data to their plan."
"The customer is experiencing issues with their call log not updating and suspects they may have run out of data."
"Why are my apps that use data not working despite having a data plan?"
"The customer is experiencing issues with their phone not connecting to data."
"The customer is experiencing issues with data usage and cannot send text messages."
"The customer is experiencing data connectivity issues with multiple mobile networks."
"The customer is experiencing network issues with their phone, including disconnections and no service."
"The customer is having trouble with Waze and talk-to-text features, possibly due to data issues."
"Customer is experiencing data issues with AT&T and is seeking assistance."
"The customer is experiencing issues with data usage and cannot send text messages."
"The customer is experiencing issues with their phone not connecting to data services."
"The customer is experiencing issues with data not loading and MMS messages not being received."
"The customer is experiencing issues with receiving and sending messages on their phone."
"The customer is experiencing issues with data not updating on their phone."
"The customer is experiencing issues with not receiving messages due to a lack of data on their phone."
"The customer is experiencing issues with sending and receiving SMS messages."
"The customer is experiencing issues with data not working on their phone."
"The customer is experiencing issues with data services on their phone."