The customer is experiencing issues with phone configuration and service compatibility.

If you have that phone available, can you hear me? Yes. Okay, so what we need from that phone is we're going to need the IMEI. Okay? So, the IMEI, if the phone is not working or if it's off, the IMEI you're going to find it. If you take out the battery, you will find that the IMEI will be beneath the battery once you take it out.

Okay, the phone is on. You can go to – I'm not sure. I may not know the phone, but you can press star, pound on the phone. Hold on one second. Star, pound. Zero, six, pound. Yes, and that's going to bring some values from the phone. So, one of them is going to be the IMEI. It's going to say IMEI, and it's going to give you a 15 long-distance number. Do you see it?

Okay. The IMEI number is – Yes. You don't have to tell me the IMEI, so don't – Okay, so now let's go to the fake phone. On the fake phone, you're going to dial this code that I'm going to give you now. Are you ready? Yes. It's going to be star, pound. Yes. Star, pound again. Yes. One, one, two, two. One, one, two, two. Yes, two, two, pound, star, pound, star. Pound, star, pound, star.

Okay, now press the Generate IMEI. Sim one, IMEI. Yes. Sim two. Yes, press Generate IMEI, please. Yes. Okay. Now, on the first IMEI, you can delete that IMEI and put the IMEI from your old phone, okay? The one that we grabbed from the star, pound, zero, six, pound.

Okay. And once that's done, just turn off the phone, leave it off for about two minutes, and then turn it back on.

I can help with that. Please go to your old phone and dial star, pound, zero, six, pound. That will bring up the IMEI number. If it doesn't come up, you can take out the battery and find the IMEI beneath it. Once you have that, go to your new phone and dial star, pound, star, pound, one, one, two, two, two, two, pound, star, pound, star. Then press Generate IMEI. On the first IMEI, delete that IMEI and put in the IMEI from your old phone. After that, press reset IMEI settings. Once that's done, turn off the phone, leave it off for about two minutes, and then turn it back on.

If you want to have the full experience, you will have to use a different one, unfortunately. It's not that the phone is locked, okay? Just the service requires an extra configuration with the phone, with every phone that it uses, and you cannot do that configuration on the big phone, unfortunately.

If it doesn't work, unfortunately, it's not going to work, and it's either we are going to need to make a whole reset on the system. A whole reset? No, a whole, you have to change your company, or in worst case scenario, yes, unfortunately the phone is not going to work.