Remaining Credits in Sprint

112059 · December 14, 2018, 6:29pm

PEW:

112059:

KentE:

112059:

I will second what mmfacemm said. I built up a credit with Sprint using my CN gold and they did send me a check when I closed my account.

On another note, Sprint made my phone (Moto G4 plus) unuseable on their postpaid network when I ported out. They will not or can not fix the problem. I recommend to anyone porting out of Sprint to use another phone when going to your new carrier.

Interesting, and a good warning. I think this would cause me to file an FCC complaint, and have them explain to both me and the FCC why. (I believe they can fix the problem, but are not sufficiently motivated to do so.)

Alternately, you could sign up with Ting for a month, and ask them to fix it for you. Ting always seems sufficiently motivated to help a customer. (uhh, just realized this may be a little different than the usual prepaid/postpaid database issue. Have you checked to see if the phone clears the MEID test for Sprint-network use on Ting, Tello, Unreal, etc.)

So you mean after porting out of Boom, you started having problems? Then it sounds like something Boom did. They have Boom Red and Boom Yellow, so looks like they have both Verizon and Sprint based services now.

It passes both Ting and Tello checkers. After porting out and trying to sell it the phone mysteriously showed up as a prepaid phone when the buyer tried to activate it, I was told it needed to be re SKU'd. Sprint has reSKU'd the phone at least 6 times, they claim the reSKU goes thru but it still shows not compatible with their system. I have been told so many different stories from CS reps I no longer believe any of them.

The phone was not ported out of Boom mobile it was swapped out for another device. I ported from Sprint to the Boom Red plan.

st3fx · December 14, 2018, 6:33pm

112059:

st3fx:

112059:

PEW:

This is just so weird as if they were doing this, there'd be tons of complaints on SlickDeals. Might be an isolated incident?

One option is just to activate it on prepaid then switch to Sprint post-paid.

All I know is I ported out to Boom mobile (Verizon) and then got another phone and swapped devices, then I tried to sell it. Sprint at first said that Boom mobile flagged it as a prepaid phone, I called Boom and they said they never flag or SKU phones.

When you say activate it on prepaid are you saying Sprint prepaid or Ting/Tello?

What message do you see when checking the IMEI/MEID here?

https://www.sprint.com/en/shop/bring-your-own-phone.html?phone=byod

(For phone#, enter any non-Sprint#)

It says: Sorry, but our records show you still owe Sprint for this device. Sign in to find this device on your account.

This phone was not purchased from Sprint and nothing was owed to Sprint when I ported out, they owed me and did send me a check weeks later.

@KentE has identified the problem and a solution in his post. See the reddit link.

Also, addressed on Sprint forum:
QueenK writes: "Hello everyone. I fixed the issue. The ownership code needs to be changed from PLBL to SPCS. A ticket needs to be submitted to correct this issue. Send me a PM with your phones IMEI and we can go from there."
https://community.sprint.com/t5/Problem-Solvers/Ineligible-BYOD-quot-Sorry-but-our-records-show-you-still-owe/m-p/1019671/highlight/true#M16939

PEW · December 14, 2018, 6:34pm

That sounds like a FED flag. Ask to open a click it ticket to check the FED flag.

112059 · December 14, 2018, 6:37pm

KentE:

@112059
st3fx writes: "What message do you see when checking the IMEI/MEID here?
www.sprint.com/en/shop/bring-your-own-phone.html?phone=byod
(For phone#, enter any non-Sprint#) "

Good suggestion-- if you haven't, you should check the IMEI there. From the other info, we would expect it to fail (because it's flagged as a prepaid phone in the Sprint database.)

The timeline, as I understand it:
Device was on Sprint postpaid.
Device transferred directly from Sprint postpaid to Boom Mobile (Verizon).
Device is now not eligible for Sprint postpaid, but is eligible for Sprint MVNOs.

I don't believe a Verizon MVNO could be responsible for a database change in Sprint's system. So if the phone hasn't been on a Sprint MVNO since leaving Sprint Postpaid, the error in the flagging seems to have occurred at Sprint Postpaid. If that timeline is correct, and you do file a FCC complaint, I would include info about the specific path of providers, since it seems to rule out any possibility that a Sprint MVNO provider is responsible for the error. (Frankly, I think Sprint 'should' be ultimately responsible for fixing it even if it was caused by a Sprint MVNO, since it's all Sprint's database.......)
In theory, signing up for any Sprint MVNO temporarily, and releasing the phone, should return it to a Sprint Postpaid flag, I think. But of all the Sprint MVNOs, Ting is the one that has the most reliable record of not screwing it up, and the best record of understanding the issue and being willing to make it right if there's a problem. My other 'best bets' would be Twigby and Tello, in that order.

Forum member (and Ting employee) LiterallyUnlimited has a great explanation of the Sprint flagging system here:
https://www.reddit.com/r/LiterallyUnlimited/comments/8gjfyk/wait_whats_wrong_with_my_phone_my_complete_guide/

KentE, your timeline is correct. I PM'd LiterallyUnlimited back in September, That is where I first learned it was marked or flagged as a prepaid phone. LiterallyUnlimited is the one who first told me it needed a re-SKU. LiterallyUnlimited was very helpful but he told me only Sprint could fix the problem if it could be done.

Thanks for all your help and suggestions.

KentE · December 14, 2018, 8:12pm

st3fx's link seems directly applicable, with the same error message, and a list of information the Sprint tech needed to make the database change. If you have it, I might add to that list the model # of the phone, and a copy of the original receipt ID'ing the phone as factory unlocked.

Sprint's database seems to be the cause of many similar issues, and they're usually a mess to get straightened out. It seems like it's very difficult to find a tech who knows what to do & will stick to it long enough to figure it out. I'm not a fan of complaining to the FCC about every little thing that comes up-- but in a situation like this, it's the solution of last resort, and should cause them to assign the task to a tech that does understand what to do. It seems that 112069 has done due diligence in trying multiple times to get this fixed via other routes.

(From the earlier link to LiterallyUnlimited's primer, I found it especially distressing that even checking a MEID on Boost Mobile or Virgin Mobiles website could re-SKU a phone in the database as not being Postpaid eligible. It does not seem unreasonable to me to hold Sprint's feet to the fire to be responsible for fixing their own database errors. )

realLexusl21 · December 14, 2018, 8:24pm

Maybe Sprint can send a check for cost of phone. They should not be able to do this and worst waste the owners time to fix their mess

Isamorph · December 15, 2018, 2:03am

Your mysterious message has piqued my curiosity. I'm wondering where you found it and who sent it, if you are at liberty to reveal this info.

PEW · December 15, 2018, 2:57am

I get this message checking my new Moto G6 on Sprint...

Sorry, but our records show you still owe Sprint for this device. Sign in to find this device on your account.

Isamorph · December 15, 2018, 3:05am

OK-- I guess the "says to take this request offline" part was confusing me.

LiterallyUnlimited · December 19, 2018, 6:42pm

This is most common with the ownership flag (SPCS/PLBL) discrepancy.

PEW · December 19, 2018, 7:20pm

Hm... Tiing and Tello checkers did not complain about any issue with the phone. So is the error message just a Sprint post-paid checker (I heard this referred to as the wholesale/retail side)?

LiterallyUnlimited · December 19, 2018, 10:49pm

Yeah, on both accounts. Ting and Tello won't complain about PLBL, because the phone needs to have its flag set to PLBL in order to be activated on those anyway. It only becomes an issue when you want to go back to Sprint postpaid, where the flag absolutely MUST be set to SPCS in order to get the go-ahead from Sprint.

I'm not on nth as much as I was this summer, but you're free to DM me the IMEI, and I'll reply there if I'm able to flip the ownership flag for you. If I'm not (and I don't take unsolicited requests, for those of you stumbling on this post later), I'll expand on why. Usually it's a SKU issue.

PEW · December 20, 2018, 2:47am

Thanks, just sent. Also, did a check just to make sure I still get the error message...

https://www.sprint.com/en/shop/bring-your-own-phone.html?phone=byod

Sorry, but our records show you still owe Sprint for this device. Sign in to find this device on your account.

LiterallyUnlimited · December 20, 2018, 5:14pm

The SKU on your phone is MOTBY19256K1, which is good -- that means it's not a SKU issue. Looks like the ownership flag is PLBL, though. I've flipped that. Give Sprint like 20 minutes to sync here, and you should try it at the Sprint BYOD page again.

PEW · December 20, 2018, 5:16pm

It's showing eligible now! Thanks a bunch!!!

PEW · December 20, 2018, 5:19pm

BTW, I can order the Sprint SIM card from Ting and use it to activate on Sprint Post-paid, right?

LiterallyUnlimited · December 20, 2018, 5:44pm

Yes. Ting CDMA SIMs are just rebranded Sprint SIMs, but they're interchangeable with all Sprint MVNOs.

PEW · December 20, 2018, 7:58pm

Hm... I was in the process of buying the SIM card and saw that there's a promo of $25 service credit. Interesting... did not know about that...

Also, I ran the phone on the Ting BYOD checker and it did not complain... so does it not matter to Ting whether the phone has the S or P code?

Sirius · December 20, 2018, 11:12pm

TO LiterallyUnlimited: You are an OUTSTANDING HUMAN BEING!
I Hereby Nominate LiterallyUnlimited for Person of the Year on nth circle.
Thank You

LiterallyUnlimited:

PEW:

Hm... Tiing and Tello checkers did not complain about any issue with the phone. So is the error message just a Sprint post-paid checker (I heard this referred to as the wholesale/retail side)?

Yeah, on both accounts. Ting and Tello won't complain about PLBL, because the phone needs to have its flag set to PLBL in order to be activated on those anyway. It only becomes an issue when you want to go back to Sprint postpaid, where the flag absolutely MUST be set to SPCS in order to get the go-ahead from Sprint.

I'm not on nth as much as I was this summer, but you're free to DM me the IMEI, and I'll reply there if I'm able to flip the ownership flag for you. If I'm not (and I don't take unsolicited requests, for those of you stumbling on this post later), I'll expand on why. Usually it's a SKU issue.

From LiterallyUnlimited "The SKU on your phone is MOTBY19256K1, which is good -- that means it's not a SKU issue. Looks like the ownership flag is PLBL, though. I've flipped that. Give Sprint like 20 minutes to sync here, and you should try it at the Sprint BYOD page again."

From PEW" It's showing eligible now! Thanks a bunch!!!

LiterallyUnlimited · December 21, 2018, 5:38pm

The promo credit is something we're trying -- normally you'd need a referral code to score $25 off. This one is just by default with some A/B testing of people who visit the site. If it's successful, we may roll it out completely, but not replace anyone's regular referral credit.

Yeah. It only really matters to Sprint for some reason. If you do decide to activate it, we automatically flip it back to PLBL for you, as it's required to be on PLBL to activate. Flipping it back to SPCS is trivial through Sprint's own API, and I'm wondering why they don't just build that into their own BYOD checker.

Our checker also does skim through T-Mobile's unpaid/lost/stolen list as well as Sprint's FED/lost/stolen list. If we get a hit on any of those, we'll deny it. That you didn't get any means you can safely assume it wasn't found on any of those. (Bonus: unlocked phones that are FED-ineligible can still be activated on GSM, just not using the IMEI. Just activate the SIM without an IMEI check and insert.)