4 dropped calls in NJ today

**vinndy** · 04-16-2009, 02:53 PM

so I called the tech support and it basically went like this:
vz "have you been in the same area when this occured?"
me "yes"
vz "ok well what I am going to have you do is called a soft reset. Basically what you do is remove the battery while the device is powered om. this will help to .. blah blah blah."
me "ok, cool"
vz "what I would also like you to do is upgrade your software. Since you are running 4.3 (I have 4.5.131) I would like you to upgrade to 4.5 on the smithmicro site blah blah blah.
me "ok, thanks"
vz "this should fix your problem"

*So they don't even know what software we have installed on our devices?

**TwinsX2Dad** · 04-16-2009, 03:22 PM

Originally Posted by vinndy

*So they don't even know what software we have installed on our devices?

Theiy do know, but the reps may not have access to that. What that one was probably accessing is your download history. If you started with 4.3, then went with updates from alternate sources, they still show you with 4.3.

For network purposes, I don't think VZW really cares what version you're running as long as you don't have problems. If you were to tell the rep you were running .131, they might tell you that you need to get the official version before they can help you.

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**gvillager** · 04-16-2009, 03:23 PM

Why do you think they would know what software version you have?

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**TwinsX2Dad** · 04-16-2009, 03:28 PM

They can see a lot on the network side, just like your ISP and the sites you visit can detect your OS & browser versions. I just don't know if the reps have access to this info.

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**vinndy** · 04-16-2009, 03:30 PM

Originally Posted by gvillager

Why do you think they would know what software version you have?

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because last year when I had a problem with a different device, she knew I was running .77 and told me that they were having problems with it. She was then able to "get into" my bb some how and determine the problems I was having. Then they somehow OTA'd an upgrade to .89 OS. I have no idea how, but I know she needed my ESN to do it. it was actually pretty cool.

**pkcable** · 04-16-2009, 03:42 PM

Last time I had an issue with my phone and I called Verizon, I told the tech, that I had already tried everything he was gonna suggest. I said I probably don't know as much as you, BUT I'm close, just check your trouble board and let me know if it's been reported. And sure enough he found reports.

**lastraid** · 04-16-2009, 05:33 PM

Let me help you with this. Soon there will be a new version of our billing system. This system will show firmware and PRL version that you have on the phone. Sheesh at least they asked. Now if you said no and needed a replacement, I would or any rep should be checking the version on your device. If we see it is .131, then I document the account that you just any warranty. A good rep will check S/W version before replacing any device.

I am sure there were parts of that conversation above that were left out, as to highlight the preception that this rep was not knowledgable.

**TwinsX2Dad** · 04-16-2009, 06:14 PM

Originally Posted by lastraid

Let me help you with this.

Its about time! I know what VZW can do - am unsure as to what all the reps can do. I do know reps have told me the last time I updated my PRL, but didn't want to assume they could easily see what firmware/OS I was running or what porn-site the perv customers have been visiting.

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