3Gstore Tech Corner #8: Data Services Not Working on Your EVO?

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Wednesday, 15 September 2010

tech corner


One of the many benefits to shopping at is the unrivaled technical support our tech team offers. The mobile broadband experts at 3Gstore have helped countless customers solve a wide variety of issues, and in our Tech Corner series we'll be featuring interesting problems our customers have called us for help with, the solutions our team provided, and some simple advice for you to avoid the same problem!


Data Services Not Working on Your EVO? It Might be a Provisioning Issue, NOT a Defective Phone

The Problem: We've sold quite a few HTC EVO's in the past few months, and overall we've been very impressed with how well the phone works and how few problems customers have encountered. This week, however, we got a call from one of our EVO customers who was experiencing a very strange issue. The phone functionality of his EVO was working fine, but he was unable to use any 3G or 4G data services - his phone would not connect to the internet at all. His Sprint account indicated that the correct plan was associated with his phone, so there was no obvious reason why his data services shouldn't be working. After spending quite a bit of time on the phone with Sprint's advanced technical support, Sprint finally said that there was nothing else they could do and that the customer would have to have his phone replaced.

3Gstore's Solution: Before replacing his phone, our 3Gstore Sprint processing team dug a bit deeper and got our Sprint dealer representative involved. She was able to access information about the customer's plan that is not immediately visible to customer service reps, and saw that there was simply a provisioning error within Sprint's system when his plan was set up. Once that was fixed on the back end, his data services began working and the problem was resolved! There was nothing wrong with his phone at all.

Our Advice: If the phone functionality of your EVO is working but the data services are not, do NOT assume that your phone is defective or broken (even if Sprint's technical support tells you so!). It is more likely to be a provisioning error. When speaking with Sprint's technical support, ask them to confirm that the "NIA was attached" during initial provisioning. These are the "magic words" that will allow the representative to determine if that was the problem. This is something that the representative wouldn't see from just looking at your account (your plan will look correct even if there was a problem with the provisioning, which is why most reps jump to the conclusion that the problem must be with the phone itself).

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Last Updated ( Thursday, 16 September 2010 )
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