A-Key reprogramming
Ok, I have run into this more then I care to mention....
Customer comes into the store with their phone, whenever they make a phone call it says "We are sorry, we are unable to authenticate your phone".
I take the phone, manually go into the programming and find out that the A-Key is gone, I call customer care and ask for the 26 digit A-Key so I can reprogram it into the phone, which I have been doing for hte past 5 years and 9/10 times fixes the problem.
Most of the time the customer care rep has no idea what I am talking about, they have never heard of an A-Key. After they attempt to trouble shoot the phone theirselves (all the time I am telling them how to fix it) they send me to tech support, after I explain to Tech support that...
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Customer comes into the store with their phone, whenever they make a phone call it says "We are sorry, we are unable to authenticate your phone".
I take the phone, manually go into the programming and find out that the A-Key is gone, I call customer care and ask for the 26 digit A-Key so I can reprogram it into the phone, which I have been doing for hte past 5 years and 9/10 times fixes the problem.
Most of the time the customer care rep has no idea what I am talking about, they have never heard of an A-Key. After they attempt to trouble shoot the phone theirselves (all the time I am telling them how to fix it) they send me to tech support, after I explain to Tech support that...
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The A-Key is the "authenication key" that all phones have programmed into them, Im not 100% sure how it gets wiped out but occasionally they do, all phones have a programming code to go into the A-Key and view it, there is supposed to be a 26 digit number in there, whenever it gets wiped out the phone will say "were sorry, but we are unable to authenticate your phone" when your trying to make a phone call
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I think it is something that just drops from the switch.. I rarely have that problem.. but
I feel your pain when you know what is wrong with a phone, (such as a text block) and tech support says. "Ok lets take the battery off the phone. Ok let *22899 alright now lets make a test call #832."
Ok still doing that. Did you check the switch...?
ARGH ðŸ¤
I feel your pain when you know what is wrong with a phone, (such as a text block) and tech support says. "Ok lets take the battery off the phone. Ok let *22899 alright now lets make a test call #832."
Ok still doing that. Did you check the switch...?
ARGH ðŸ¤
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It doesn't come up very often, but still. It's the same with any support, they are trained to go through ALL the processes first. It's so annoying if you already know the problem and/or have already tried all the basic stuff.
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It really sucks...because even though you might know what it needs to be done...just in order for me not to fail the call and "quality reasons" ...i to prove i did everything on my power to help you...i have to go through that procedure, which kills my time. 😕
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Just a heads up, alot of times authentication errors are caused by the phone being changed to nam2. Customers will start changing things and have no clue what they're doing.
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In the seven years I've been with Verizon, I've never had an instance where manual programming didn't fix the problem anyway. One time I got close to having an A-key issued for a phone, but I got it worked out.
If you dig around the "M&Ps" (or whatever we call them these days) you might find information concerning calling DTS directly. I have a number I call that requests my employee ID and L4SSN and it gets me in touch with someone who cuts through the crap (scripting) and right to the problem. Still, you need to do the battery pull, *228, and SFO change (in some cases) before calling, but when you call you can just tell them you've done all that.
These days, when I need DTS, it's usually a four minute call and the problem is handl...
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If you dig around the "M&Ps" (or whatever we call them these days) you might find information concerning calling DTS directly. I have a number I call that requests my employee ID and L4SSN and it gets me in touch with someone who cuts through the crap (scripting) and right to the problem. Still, you need to do the battery pull, *228, and SFO change (in some cases) before calling, but when you call you can just tell them you've done all that.
These days, when I need DTS, it's usually a four minute call and the problem is handl...
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Oh, and you'll probably find that the reason why tech support when passed up from customer care HAS TO BE THOROUGH because the call came from customer care. People come and go (as they do in Retail, too), and a DTS rep has too many variables to take into consideration when they're the third or fourth person to touch the issue. Again, the beauty of the direct number.
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I know what you mean about companies so called tech support now day, I called DIRECTV the other day because my receiver wound not turn on, by the way I am a former DIRECTV field tech, I told the guy the box would not come on and to please send me a replacement, but before he could do that we went through a half an hour worth of crap first. who would have ever thought you would need to do so many test on a box that would not power on. 🙄 Todays tech support at many companies is a total wast of time.
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What part of "by wfine81 Jun 1, 2006, 8:29 AM" is so hard to understand?
NecroThread.
NecroThread.
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I've never heard this happen to GSM phones. With CDMA phones there's always something... If it's not the *228 thing, it is the section A or B thing, or the take the battery out thing.
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Yeah,
GSM phones have never had SIM issues. I NEVER dealt with one of those when I owned AT&T stores.
Dude, you really need to not troll like this.
GSM phones have never had SIM issues. I NEVER dealt with one of those when I owned AT&T stores.
Dude, you really need to not troll like this.
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I've only ever had to generate A-Keys maybe two or three times in my three years as a rep. Honestly, the A-Key tends to be wiped out as a result of you going into the A-Key section of the programming menu. It does that by design. I'd recommend not checking the A-Key, because you're just purging it from the phone that way.
I've had plenty of customers with authentication errors, and - again - only two or three of those required a new A-Key.
I've had plenty of customers with authentication errors, and - again - only two or three of those required a new A-Key.
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Care reps don't have he access to generate a new a-key. I see this about 3-4x per week. Quick call, generate the new key, complete OTA option 1, issue resolved.
Also for the reps that are calling in, you really need to get over yourselves.. If we ask you to pull the battery or complete OTA the last thing out of your know it all mouth should be "we already did that.." With me, you just added 5 minutes to the call... 🤣
Also for the reps that are calling in, you really need to get over yourselves.. If we ask you to pull the battery or complete OTA the last thing out of your know it all mouth should be "we already did that.." With me, you just added 5 minutes to the call... 🤣
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Davie199 said:
Also for the reps that are calling in, you really need to get over yourselves.. If we ask you to pull the battery or complete OTA the last thing out of your know it all mouth should be "we already did that.." With me, you just added 5 minutes to the call... 🤣
And that is helping us/yourself/the customer/ your avg call time rate how?
What a jackass comment
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You are a credit to Verizon customer service.
Who needs to get over themselves?
Who needs to get over themselves?
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there are "2" easy ways to do an a-key.
1.) dial *611 and while it is ringing gen a-key
2.) dial *228 and as soon as they press 1 gen a-key
best best bet try *611 method a couple times
the hard way (takes about 3 min) is the manual a-key and that depends on your device
1.) dial *611 and while it is ringing gen a-key
2.) dial *228 and as soon as they press 1 gen a-key
best best bet try *611 method a couple times
the hard way (takes about 3 min) is the manual a-key and that depends on your device
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