Sprint FAQ

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Welcome to the Sprint FAQ. This FAQ focuses on the Sprint PCS network.

Please Note: This FAQ is meant for all audiences. Please contribute, but please keep your questions and answers as simple as possible. You are more than welcomed to discuss very technical matters in our forums.

[edit] General Network

[edit] What network does Sprint use?

Sprint has two voice networks, and is contemplating a third network for their 4G offering. The first is their CDMA network, the second is Nextel's former iDEN network. The CDMA network consists of 1900 MHz cdma2000 and 1xEV-DO coverage. The wireless infrastructure is deployed with a mix of vendor equipment, with Lucent being the largest. In decending order of use the other vendors include Nortel, Motorola, and Samsung. The iDEN network exclusivly uses equipment from Motorola, with coverage in both the lower 800 MHz SMR and 900 MHz frequencies. Sprint has plans to maintain the iDEN network past 2009, however has not indicated the future of the network in subsequent years. PCS Intel has published several reports concerning the future of the network.

Sprint will begin a gradual of transition customers to the CDMA networks by releasing dual-network handsets that use both CDMA and iDEN. This transistion will begin in 2006 or 2007.

[edit] What is PCS Vision? What is Power Vision?

Both PCS Vision and Power Vision are consumer brandings of Sprint's third generation (3G) data networks.

PCS Vision refers to Sprint's 1xRTT data network, originally deployed in 2000 and 2001. It provides services such as Picture Mail, Video Mail, Sprint TV, and ReadyLink Push-To-Talk (PTT).

Power Vision refers to Sprint's new EV-DO network. It includes all of Sprint's PCS Vision offerings, as well as much faster broadband speeds. It is based on EV-DO Revision 0, and will be upgraded to EV-DO Revision A in 2007. Revision A will improve upload speeds and allow for video conferencing.

[edit] Does Sprint use SIM cards?

Only on the Nextel network. Some CDMA networks abroad now use R-UIM, which is CDMA's answer to SIM cards. To date, Sprint does not support R-UIM; any phone that has such a slot (such as Nokia phones) cannot use the slot.

The Sprint iDEN network does use SIM cards. Sprint also uses SIM cards for international roaming to be used in GSM phones, as well as in the Samsung A790, a dual CDMA/GSM phone.

[edit] Can I activate a non-Sprint CDMA phone on the Sprint network?

No. Sprint maintains a database of all Electronic Serial Numbers cleared for use on the CDMA network, and will not permit the home location registers to accept serials numbers that are not in the approved list. Some Nextel phones may carry the Sprint logo, these can only be used on the Sprint Nextel iDEN network.

From a business perspective, Sprint has agreements with certain re-sellers of wireless service that specifically disallows either party from activating a phone whose ESN originated from the other party. In other words, you cannot activate a Virgin, STI, or ESPN Mobile (or any other MVNO's phone) on Sprint PCS. This would be a breach of this contract between Sprint and the virtual network.

[edit] Is Sprint 3G?

Yes. In 1994, the ITU laid out guidelines for what could be called "3rd generation" mobile communications. The guidelines outlined required data rates for level of mobility. Several of these data rates were:

- 144 kbps under high mobility conditions

- 384 kbps for lower mobility outdoor

- 2 Mbps for indoor, low mobility

In 2000, Sprint (and all CDMA carriers, in essence) used the high speed data enhancements of CDMA2000 Rev. 0 (153 kbps on the forward and reverse links) to justify selling their networks as "3G", despite not supporting the 2 Mbps data rates. That portion of the ITU standard is generally dismissed in the industry, as Cingular argues UMTS at 384 kbps is 3G.

With nationwide deployments by both Sprint and Verizon of EV-DO Rev. 0 (2.4 Mbps on the forward link), both carriers support the IMT-2000 requirements for a 3G network.

[edit] What are Sprint's Push-To-Talk services?

Sprint has two PTT services. The first is the Nextel DirectConnect network, which is the world's largest PTT network.

The second is Sprint's QChat which is branded as Sprint DirectConnect to maintain consistency and reduce confusion. QChat uses an SIP stack plus additional hardware which rides over the 1xEVDO Rev. A data network to deliver sub one second connection times similar to Nextel DirectConnect, which uses a voice protocol built-in to iDEN.

[edit] What is a PRL? What is a PRL Update?

The PRL is called the Preferred Roaming List. It is a file in your phone that has a list of all roaming providers Sprint works with. When a phone cannot find a Sprint signal, it checks the PRL for the first available provider.

Keeping the PRL up-to-date is not critical. However, savvy users chose to update their PRLs because it provides for faster roaming signal acquisition, improved international roaming, and, on EV-DO devices, better acquisition of EV-DO data services. To update your PRL, contact data support, or call customer service and ask to be transferred there. Customer service is generally not informed on PRL updates, and may not be able to assist you directly.

Also, contrary to the education of many Sprint customer service employees, you cannot call *2 and ask the automated system for a PRL update. A rep must "flag" your account for update. At which time, you must then call back to *2 on the device. The *2 system will detect your phone needs to be updated, and will route you to the proper update system to update your device.

[edit] Data Services, Messaging

[edit] Can I get an incoming call while using data?

PCS Vision phones cannot receive a call while data is being transmitted. Calls are routed to voice mail. If there is no data being sent or received, you will be able to take the phone call. While in the call, data services cannot be used, but will resume without the need to connect again. This includes access to ReadyLink PTT services. ReadyLink frequently queries the network to see if there is an incoming PTT call. In short, using ReadyLink can increase the chances of missing an incoming call.

Power Vision devices also have the same problem. Sprint has chosen to enable DOTM, a network feature that prevents EV-DO phones from taking an incoming call while using data. There is a workaround, which is to disable DOTM. The process for doing this is different for each phone, so please check the Sprint Phones Section for more details.

If DOTM is disabled on a Power Vision phone, you will be able to receive an incoming call. However, data services will be paused if you choose to take the call.

[edit] What are Sprint's text messaging services?

All Sprint phones currently sold use SMS, the international standard for mobile text messaging. Sprint SMS is internationally supported, and can send and receive text messages to other countries. Older Sprint phones without SMS can only receive text messages (what Sprint calls Notifications). These phones can send messages via Shortmail, a Sprint-invented web-browser alternative, based on SMS. These phones must pull up received Shortmail messages in the web browser.

Non-SMS Vision phones can use SendNote from www.apgap.com as a workaround. This Java application uses Sprint's messaging web site to send the message as an SMS, which is received as a Notification on a non-SMS phone. SendNote eliminates Shortmail from the messaging equation completely.

Sprint's text messaging web site is located at http://messaging.sprintpcs.com

[edit] What are the email addresses for Sprint's messaging services?

Both Shortmail and SMS use the @messaging.sprintpcs.com domain name. The prefix is the full phone number, with area code, for the line a message is to be sent to.

Sprint PCS Email uses the @sprintpcs.com domain name, generally prefixed by your Vision username. Email addresses that are @sprint.com are generally for Sprint employees only.

Sprint PictureMail uses the @pm.sprint.com domain name, which can be prefixed with either the 10 digit MDN (phone number), or for recipients who have a picture package, their PictureMail username (which by default is the PCS Mail username, but can be customized at the picturemail website). Pictures can only be viewed from a vision-capable device.

[edit] Can I use my phone as a modem?

Phone-as-modem (PAM) is Sprint's term for this technology.

Yes, almost all Vision phones can be used as a modem. You do need the necessary drivers, which can generally be found in the Sprint Phones Section. Mac OS X already has built-in support for almost all Vision phones.

Most PCS Vision phones can be used as a modem without a PAM Plan. Power Vision phones however generally require a PAM Plan. Because of the broadband nature of EV-DO, Sprint is compelled to charge more for the service.

In general, most current phones require a PAM Plan, and check with Sprint to make sure you have a PAM Plan. Sprint will only support using your phone as a modem if you have a PAM Plan. There are ways on most devices to circumvent using a PAM Plan, however, such options are beyond the scope of this FAQ. Please search our forums or read the Sprint Phones Section for detailed discussion on specific devices.

Sprint has made available software for PAM that can be found at the Sprint Software Download Site. This software is not required, but can help novice users connect easier. It contains some (but not all) drivers that may be needed, depending on your device. It also includes added compression software that can make browsing slightly faster. Experienced users generally do not need this software, all that is required are device drivers (see [[Sprint Phones Section]) and a dial-up modem connection to #777 without username or password.

[edit] Can I use my smart device as a modem?

In general, yes. Almost all Vision smart devices can be used as a modem without difficulty. The only exceptions to this are the Samsung i330 and BlackBerry 7750. The Treo 300 requires external software (found in the Palm Section of the Sprint Phones Section of the Phone Encylopedia).

[edit] Can I use unlimited Vision plans with my phone as a modem?

While Sprint does state in their literature that using your phone as a modem is not permitted, Sprint media relations has defined this to mean that only abusive usage is not permitted. Internal Sprint documents claim that this amount is 500 MB or more per month of data transmitted. If you go over this, Sprint will contact you and advise you to change to a phone-as-modem or aircard plan.

For details on specific device usage with unlimited Vision plans, please see the above question "Can i use my phone as a modem?"

[edit] What does an error 1012 mean?

This is the most common Vision error.

Simple Explanation: Your phone cannot get the login info it needs from Sprint's provisioning server. Usually this happens on a phone that was just activated. The solution usually is to wait. After eight to twelve hours, contact data support to troubleshoot the issue.

Detailed Explanation: Failure to IOTA (Internet Over-The-Air): While the handset was attempting to contact Sprint's HCM (Handset Configuration Manager), for the purposes of provisioning the handset with the requested NAI (Vision, Readylink, Phone-as-modem), an error occured. It does NOT specify the reason for failure

Most likely "reasons":

1. The provisioning server does not recognize the ESN/MDN combination of the phone (improperly programmed phone)

2. The subscription is not provisioned for IP services (due to improper setup or provisioning times/delays)

3. Less than ideal Sprint signal reception (provisioning does not work while roaming)

Troubleshooting steps to try: (these are assuming the subscription is properly provisioned for IP services, and the phone is programmed properly)

1. Battery removal for one or more minutes (Do not power off phone before removing battery)

2. Make sure the phone has two or more bars of signal

3. Attempt a phone call. If you cannot complete a call, the phone will not provision data services

4. Update Vision Profile (can be found at 'Menu/Settings/(Power) Vision/Update Profile')

5. Total Device Reset (erases everything, sets phone to factory defaults, requires MSL, re-programming of MDN/MSID is necessary afterwards). This step is usually done in a store or with the assistance of technical support.

An error 1012 may also have underlying issues such as other error codes that may require additional assistance from technical support.

[edit] What does error 2048 mean?

This is the second most common error. It means the network is busy. Try turning the phone off, and back on, or waiting for the network to become available.

[edit] What does error 67 mean?

This is the third most common error. It means the login information in your phone has been rejected by Sprint's authentication servers. The best thing to do is try again. If that does not work, turn the phone off, then back on, and try again. If that does not work, call data support.

Updating the Vision Profile is also a good troubleshooting step. 'Menu/Settings/(Power) Vision/Update Profile'

Do not constantly re-try to connect with an error 67, this can worsen the problem by locking your username out for too many incorrect attempts. The lockout generally lasts for 20-30 mins, but can be longer, depending on how many times the user tries to re-connect. Again, calling data support is the most effective way of resolving this error.

[edit] Related Networks, MVNOs

[edit] What is a MVNO?

MVNOs are wireless companies that have their own brand, marketing, retail outlets, and phone offerings, but use another operator's infrastructure (towers and network) instead of building and operating their own.

[edit] What MVNOs use the Sprint Network

Sprint has more MVNOs that any other network provider in the country. These include Virgin Mobile, STi Mobile, Earthlink, Liberty Wireless, Disney Mobile,Helio, and Movida. One MVNO, ESPN Mobile, will be discontinuing service effective December 31, 2006.

[edit] Can I activate a MVNO phone on Sprint (or, a Sprint phone on a MVNO)?

Generally, no. Sprint uses ESN blocking techniques to determine if a phone is a part of the Sprint system or if it is a part of any MVNO system.

[edit] How do I get advanced things such as a PRL update from a MVNO?

Right now, you can't. MVNO software for account access is not on the level of Sprint account access programs. This is even more burdened by most reps not knowing even what things like PRLs are. Sprint customer service generally has no access to your account, MVNO accounts do not appear as Sprint customers when entered in most Sprint accounting applications.

[edit] Device Repair & Insurance, ESRP, LockLine

[edit] What is ESRP?

(Equipment Service & Repair Program) is the unified equipment repair, service, and warranty protocol for the combined Sprint Nextel. It also appears to consumers as a plan offering.

ESRP unifies on the Sprint PCS side of the company two previous programs, DHRP & ISR. The Direct Hardware Replacement Program (DHRP) handles warranty sourcing and replacement for defective handsets. In-Store Repair (ISR) is the standardized replacement process for repairing damaged or defective components of otherwise working phones.

With ESRP, customers now must pay fees for service to phones, even for warranty service. Previously, Sprint PCS would act as a warranty service provider for free for any device they sold. Under ESRP, you must now send your phone to the manufacturer, or, pay a service fee to have Sprint process an "express warranty" transaction. If you have the ESRP plan (which ranges from price up to $6 with combined insurance offerings), Sprint will continue to warranty your handset for free.

The benefit of ESRP is that any customer that combines ESRP plans with insurance will never be without a phone. If a phone has damage, Sprint will repair a damaged phone for free, or warranty it off, or direct you to file an insurance claim on the device. However, many Sprint PCS customers question the legality of no longer performing warranty services for free; most Sprint warranty documentation included with phones states Sprint Stores will handle warranty claims for free.

To address this, Sprint is offering a grace period, until the end of 2005. Devices purchased before 9/1/2005 will continue to receive warranty services for free at Sprint Stores until the end of the year. Any customer can add an ESRP plan to their account before the end of the year (that was a customer before 9/1).

After 12/31/05, all customers will be required to pay a fee for device service. However, after a device service, customers can add ESRP to their phone (provided the phone is in working order) and that will provide protection to the device following a service event.

[edit] Are software/firmware updates still free?

Yes, these are manufacturer prescribed updates and Sprint Stores are not supposed to charge for them, regardless of if your plan has ESRP attached or not.

Re-Flashes of current (same version) software are considered troubleshooting procedures (usually necessary after an error occurs in the phone software) and do have an associated charge, which is waived if customer has ESRP or TEP.

[edit] What are the fees for device repair if I do not have ESRP?

These fees vary depending on the problem, the device model, and the amount of time it will take the technician to repair the device. These are allocated in $15, $35, and $55 tiers.

[edit] What if my manufacturer does not accept phones currently?

As part of the transition to ESRP, some manufacturers may not be prepared to accept phones directly from consumers. The only Sprint carrier at this time that is not prepared is Sanyo. Sprint Stores will continue to handle warranty processing for Sanyo until Sanyo establishes consumer warranty facilities (which is expected at the start of 2006).

[edit] What phones have been recalled?

The following models have known issues that Sprint has acknowledged at least internally. If a phone is in good condition (no physical damage), and is suffering from the issue described, Sprint will replace the phone with another unit, regardless of if the phone is still under the original one year warranty.

Sprint does this so that they do not have to launch a public recall of all potentially affected units, which would cause negative publicity and increase Sprint's liability.

Note: Sprint and the typical consumer have different definitions of what is a "recall". We define a recall as any problem that Sprint is internally aware and willing to warranty the unit based on that awareness. Sprint only considers an item to be recalled if a "lifetime warranty" is given on the issue. Only the LG 1010 and Samsung A460 have a lifetime warranty, where if there is the problem present, and the device is in otherwise good condition, Sprint will replace the device at any time, in or out of warranty. But, for all other issues, Sprint will generally only replace the phone if this issue is present and the phone is under warranty (or you have ESRP on your account).

Additional Note: Effective September 2005 all work covered by warranty is now redirected back to the manufacture. Sprint no longer honors the manufactures warranty. Unless the account has Total Equipment Protection (TEP) or Equipment Service and Repair Program (ESRP), Sprint will no longer replace phones with these known issues without paying a fee. See the ESRP section of this FAQ for more details.

Hitachi G1000 - When attempting to provision data services, the phone gives a "USB Is Connected" error, even when the device is not connected to any other device via USB.

LG 1010 - Phone will have difficulty locating a signal even when in a perfect signal area. Only certain 1010's are under internal recall, which is determined by the ESN. A lifetime warranty is given to this issue, meaning it can be replaced if out of warranty if it has this issue.

LG 5350 - Hinge can fail, causing the phone to break in two. While this appears to be physical damage, Sprint is aware of the hinge on the 5350 being faulty, and will warranty the unit if only the hinge is damaged.

Samsung A460 - Display will completely fail, without reason. For replacement, display must not have any cracks of any kind on it, and casing around the display must only have normal wear and tear. A lifetime warranty is given to this issue, meaning it can be replaced if out of warranty if it has this issue (the phone must be in otherwise very good condition).

Sanyo 5500/VM4500 - Redialing bug. Phone will upon placing a call go from connecting to redialing, then lose signal and not place a call. Hardware revision 201 was created to repair the issue, but even some 201's suffer from it.

Treo 600 - Network search bug. Even in a perfect signal area, phone will say Network Searching and not connect to a tower. Phones updated to firmware 1.20 will still exhibit this behavior, but will instead report No Service. Postings of only certain ESN blocks only affected are erroneous, this is a product-wide issue affecting units throughout the production.

Samsung VM-A680 - Ringtone bug. For an unknown reason, the device will stop announcing an incoming call with any chosen ringtone.

[edit] Does downloading content from places other than Sprint void the warranty on my phone?

Absolutely not. Anyone that says otherwise is incorrect. Sprint only may require you to uninstall content you may have downloaded in the process of troubleshooting your phone, however, downloading content does not void the warranty. Sprint carefully tests phones to ensure that downloaded content cannot damage the device, and it is established policy in Sprint to not void the warranty due to "third party downloads".

[edit] Account Maintenance

[edit] What are Sprint's customer service applications?

You may hear from time to time about applications such as P2K, Premier, RMS, and FAST. These are all applications that Sprint employees or Sprint retail locations use to access and create customers accounts. Each has a different level of access in order to provide Sprint employees and indirect resellers with the right balance of ease-of-use and authority over an account.

FAST: Generally used by Sprint indirect resellers (Best Buy, Radio Shack). Aimed at activating new accounts and upgrading existing accounts, with minimal account access. Also used by Nextel employees in early portions of the Sprint Nextel merger to allow Nextel stores to sell Sprint PCS.

RMS: Generally used in Sprint retail stores. Provides an attempt at balancing the needs of customer account access with ease-of-use and understandability for employees.

Premier: Most widely used and user-friendly billing application. Used by many departments to access personal & business accounts.

P2K (Precedent 2000): Most powerfull billing application, much more capable in terms of plan setup. This is the application used to "re-provision" voice and data services. Most employees outside of management and technical support only have read access (they can analyze accounts with it, but cannot make changes to an account).

Ensemble/CSM: Ensemble Customer Service Management was Nextel's version of Premier, and is currently replacing Premier as the default program for SPCS CSRs, has been used by Nextel CSRs for some time. All Sprint accounts will be merged into Ensemble by year end 2007. Ensemble has full account access and is used by most departments: Customer Service, Tech Support, Account Services.

FDT: Fulfillment Desk Top, currently used by most Direct and Indirect dealers for orders, and is used in conjunction with FAST for many dealers. Has limited account access. Also used by Business Done Right customer service agents.

SVIEW: An all in one package of software, used in customer service. Includes many features of the other programs, including full use of CSM through SVIEW. Has full account access. Is used by Enhanced Care and Escalation cues. Will also be used by Nextel Corp/Gov and World Wide reps by the end of 2007.