Can't receive picturemail on moto v950

[Semi]

it may not matter, but be aware that sprint has a habit of changing your username when they update your profile. and you may not be aware of it.It happened to me 4-5 times.
I had similar issues but it had to do with data but the update profile was exactly what I had to do to no avail.
a username change changes your sprintpcs email address.
I would just keep an eye online regarding your account.

[fastamx79]

I received a picture mail on Friday. Only problem is I was sent 4 pictures that day.

I hear ya!! I had gotten 5 pictures today (only knew of one that was sent from my wife from her sprint phone.) My brother (t-mo) and dad (vzw) sent me 2 each today and I had no idea until I checked the picture mail website on my computer and saw them..

I have checked other forums throughout the web, and see a LOT of v950 users having the same problem. Hopefully they are all calling Sprint to report it.

[fastamx79]

it may not matter, but be aware that sprint has a habit of changing your username when they update your profile. and you may not be aware of it.It happened to me 4-5 times.
I had similar issues but it had to do with data but the update profile was exactly what I had to do to no avail.
a username change changes your sprintpcs email address.
I would just keep an eye online regarding your account.

Thanks for the heads up!

Good info for future reference!

I just logged into my picture mail account on the website, and my PM address looks the same.

It says Welcome Christopher! (my user name@pm.sprint.com)!
and it is correct.

[Semi]

Thanks for the heads up!

Good info for future reference!

I just logged into my picture mail account on the website, and my PM address looks the same.

It says Welcome Christopher! (my user name@pm.sprint.com)!
and it is correct.

Good to hear
I had a motorola VE20 but didn't use it long enough to try my picturemail account because I got the Diamond in a hurry lol!
I don't know if the picture mail address changes if your account username is changed?

[paxunix]

I'm glad I found this thread--I've been frustrated at Sprint's complete uselessness in resolving this issue. Good to know it's not just my account.

I've got a v9m and have been having the same problem since mid-October. My friend has T-mobile and I can always see in picturemail the pics she sends me, but my phone never notifies me that there are new pics. Pics sent by other sprint customers always result in me being notified on my phone, same as if I send a pic attachment email to my picturemail account (by username or by phone number).

[AnthroMatt]

This is weird because the only pictures I have received have come from a T-Mobile user. My ex-wife sends me pictures of our daughter and I get them fine. Nothing from anyone else...even Sprint users.

[fastamx79]

So for 's and giggles I called Sprint using the number the tec gave me about the PM still being out and here is what I learned...

According to the lady who helped me, it is a known issue with the Picture Mail outages (hey, at least they FINALLY admitted it!)

She also said technicians are working on it and did some type of upgrade today, but issues are still there (don't know if it takes a few days to work out or if they are still needing to work on the fix)

I also asked if they had an idea of how much longer this problem will be here, and I couldn't get anything out of her.

So really no new information, but hopefully they are actually working on it, and she wasn't blowing smoke up my butt.

[KG4PEQ]

The official Trouble-Resolution Process at Sprint:

1. Greet the customer and verify account information.

2. Get a description of the problem from the customer.

3. Repeat the problem back to them word-for-word, inserting awkward pauses, stumbling occasionally. Use a heavy foreign accent for added impact.

4. Place the customer on hold for two to three minutes.

5. Have the customer remove the battery from their device.

6. Place the customer on hold for two to three minutes.

7. Address the customer by their last name, intentionally mis-pronouncing it, and let them know you are still researching it.

8. Have the customer put the battery back in their device and try using whatever feature is broken. When it does not work, place the customer back on hold for three to five minutes. Optionally, drop the call.

9. Repeat step 3, but overlook or dismiss a critical detail. Bonus points for mentioning the wrong device or service (for example, "I understand you are having problems receiving e-mail on your Blackberry" when the customer is actually unable to receive picture mail on a Motorola Renegade).

10. Apologize several times for the mistake, and ask the customer about the weather.

11. Place the customer on hold for two to three minutes.

12. Have the customer remove the battery for 30 seconds, power the device back on, and call *2 to receive a PRL update. Flagging the account for the upgrade is optional, since the PRL has nothing to do with this problem anyway.

13. Have the customer remove the battery. Place them on an awkward silent hold for three to five minutes.

14. Have the customer power the device back on and try whatever feature was broken. When it doesn't work, place them back on hold for two to three minutes while you "research the issue further." Note: Last convenient opportunity to abruptly drop the call.

15. Come back on the line and tell the customer there is an outage in their area, but do not attempt to provide any details, since there really isn't one. Advise the customer to call back in 48 to 72 hours. If the customer has already been through this process, offer to put in a trouble ticket, otherwise end the call by offering a free month of Voice Command.

16. When submitting a trouble ticket, it is important to not actually submit a trouble ticket. If the customer asks for a ticket number, advise them the ticket is in the account notes and someone will call them within 3 to 5 business days to follow up. Thank them for their business and end the call.

If these procedures fail to satisfy the customer, instruct them to go to "any Sprint Store" where their phone will be replaced with the phone of their choice. It is the store's problem to deal with at that point, so why should you care anyway?

[AnthroMatt]

The official Trouble-Resolution Process at Sprint:

1. Greet the customer and verify account information.

2. Get a description of the problem from the customer.

3. Repeat the problem back to them word-for-word, inserting awkward pauses, stumbling occasionally. Use a heavy foreign accent for added impact.

4. Place the customer on hold for two to three minutes.

5. Have the customer remove the battery from their device.

6. Place the customer on hold for two to three minutes.

7. Address the customer by their last name, intentionally mis-pronouncing it, and let them know you are still researching it.

8. Have the customer put the battery back in their device and try using whatever feature is broken. When it does not work, place the customer back on hold for three to five minutes. Optionally, drop the call.

9. Repeat step 3, but overlook or dismiss a critical detail. Bonus points for mentioning the wrong device or service (for example, "I understand you are having problems receiving e-mail on your Blackberry" when the customer is actually unable to receive picture mail on a Motorola Renegade).

10. Apologize several times for the mistake, and ask the customer about the weather.

11. Place the customer on hold for two to three minutes.

12. Have the customer remove the battery for 30 seconds, power the device back on, and call *2 to receive a PRL update. Flagging the account for the upgrade is optional, since the PRL has nothing to do with this problem anyway.

13. Have the customer remove the battery. Place them on an awkward silent hold for three to five minutes.

14. Have the customer power the device back on and try whatever feature was broken. When it doesn't work, place them back on hold for two to three minutes while you "research the issue further." Note: Last convenient opportunity to abruptly drop the call.

15. Come back on the line and tell the customer there is an outage in their area, but do not attempt to provide any details, since there really isn't one. Advise the customer to call back in 48 to 72 hours. If the customer has already been through this process, offer to put in a trouble ticket, otherwise end the call by offering a free month of Voice Command.

16. When submitting a trouble ticket, it is important to not actually submit a trouble ticket. If the customer asks for a ticket number, advise them the ticket is in the account notes and someone will call them within 3 to 5 business days to follow up. Thank them for their business and end the call.

If these procedures fail to satisfy the customer, instruct them to go to "any Sprint Store" where their phone will be replaced with the phone of their choice. It is the store's problem to deal with at that point, so why should you care anyway?

LMAO...so true. Love #10. They ALWAYS ask about the weather.

[fastamx79]

I don't think this was brought up, but it seems that sending PictureMail messages do NOT get sent either. I was talking with my brother and some of my other non-sprint friends, and it seems they have not gotten 1 picture mail from me in the last month. The only ones who get my picture mail are (surprise surprise) other Sprint members! Any other carrier does NOT work.

My phone has not worked right since I got it (mid October) and every time I call I get the same 'it's a known problem and we're working on it' response.. but over 6 EFF'n weeks?! I am very pissed at Sprint now... I am ready to cut my losses, pay the 200 ETF and switch providers. I feel that I am paying for a service that does not work with no fix in sight.

Don't get me wrong... I love the v950, but it is as only good as the network it runs on, and that network is crap.

Now I remember why I left Sprint over 10 years ago for Nextel. I guess some things never change...

[fastamx79]

Well maybe I spoke too soon. So far today my picture mail seems to be working. People are getting my messages, and I am getting messages from across different carriers.

Anyone else with their picture mail working again?

(hopefully not short lived)

[paxunix]

On Friday, I started getting picturemail again. It's been working since then almost reliably--there have been about 2 out of 10 or so that I never got notified about.

So there's still time for Sprint to realize it might be working and bollocks it up again...

[Life-Is-Good]

The official Trouble-Resolution Process at Sprint:

1. Greet the customer and verify account information.

2. Get a description of the problem from the customer.

. . .


. . .


15. Come back on the line and tell the customer there is an outage in their area, but do not attempt to provide any details, since there really isn't one. . .

. . . Alternate Ending #1 . . .

15. Tell the customer a good sounding phony excuse for why the problem doesn't actually exist.

16. Viola! Problem "resolved" on the 1st call! (Ignoring multiple previous failed attempts by Customer Customer Service and/or Technical Support).


17. Beg for a good review on the automated survey because they were friendly, even though they avoided fixing the problem.


(This was my experience on December 1 when reporting Picture Mail problems to Retentions - after failing to reach Tech Support in 7 attempts - the automated answering system at Tech Support disconnected me every time.)

". . . All Customer Service issues have now been corrected. Sprint now has better Customer Service than any other carrier . . ."

[VCI_Cell]

Successfully received a picturemail from an ATT subscriber last night on my Renegade. I rather liked how the picture showed up on the outside display. Still, I don't trust it. Waiting on more testing before I stop habitually checking my pictures.sprintpcs.com account.

[fastamx79]

^^^

True dat!!

I am still on the picturemail website watching my account like a hawk. But so far it seems to be working wonderfully!!

I have gotten picture messages from VZW, T-Mo, ATT, US Cell users with no issues!