Customer Chat

Chat Transcript

Please wait while we find an agent to assist you...

You have been connected to _Annette C.

John Boker: My wife's phone is still having issues with the battery draining very fast. This doesn't happen all the time but is a problem it does.
_Annette C: Hi John , welcome to T-Mobile live Chat. I’m _Annette and I will be happy to assist you. Please give me a moment to review your question.
John Boker: ok
_Annette C: I see you have some concerns today. I can understand your concern and will be happy to assist you today. Please allow me a few moments to access your account.
John Boker: ok
_Annette C: I appreciate your patience. Is this for the phone on line 0412?
John Boker: no, it's for 7083
_Annette C: I regret my misunderstanding. I assumed in was the number you chatted in with. Do you have the phone?
John Boker: one moment, i'll see if i can get it
_Annette C: Ok.
_Annette C: I will be happy to wait 2 minutes.
John Boker: back
John Boker: i have the phone
_Annette C: Great.
_Annette C: Please remove your battery. Inside the back of the phone is a very, very small square or circle sticker with no writing on it. It should be near the contacts for the battery. Once you locate this sticker can you please tell me what color it is?
John Boker: ok, let me check
_Annette C: Sure.
_Annette C: How is it going?
_Annette C: John, are you there?
John Boker: i had to take her custom cover off
_Annette C: Ok.
_Annette C: What color is the sticker?
John Boker: now im trying to figure out how to take the battery out
_Annette C: Ok.
_Annette C: I will be happy to wait 2 additional minutes.
_Annette C: It seems you have stepped away from the chat. I regret I will have to end our chat session at this time. If you need further assistance please contact us at 800-937-8997 or 611 from your handset. Thank you for contacting T-Mobile live chat and have a great day.
John Boker: ok
John Boker: i got it, the sticker is white
_Annette C: Thanks.
_Annette C: How long have you had the problem and how often does it occur?
John Boker: it usually occurs a few, 3-4 times a week and the problem has existed for about 2 months
_Annette C: Has the device been dropped, exposed to liquid or sun?
John Boker: there are a few other people on forums that had suggestions and i've tried the suggestions, nothing has helped
John Boker: no, it's not been dropped or anything else
_Annette C: Has anything changed on your device recently, including any recent application downloads?
John Boker: no, the screen that shows what is using the battery most has nothing intersting on it, mostly phone idle
_Annette C: How long does the phone get charged for?
John Boker: It usually gets charged overnight, im not sure on the exact amount of time until the battery is at 10%
John Boker: 100%
_Annette C: Thank you.
John Boker: also, yesterday the phone was at 100% in the morning, and 48% half an hour later
_Annette C: Is dialy maintenance done to the phone?
_Annette C: *dialy, daily
John Boker: what kind of daily maintenance ?
_Annette C: Power cycle, battery pull, deleting information.
_Annette C: As this is a data device it needs to be maintained.
John Boker: you're saying it needs to be rebooted and the battery pulled every day?
_Annette C: No.
_Annette C: I am advising you need to power cycle every day.
_Annette C: Pull the battery bi weekly.
_Annette C: Delete text, call logs, data history.
_Annette C: Is any of this done?
John Boker: that's not acceptable. I also have an android device and have never had this problem
John Boker: no, none of that is done, it sometimes has a power cycle
_Annette C: Ok. All that needs to be done on the android as well.
_Annette C: Actually on any data device.
_Annette C: How long is the battery lasting?
John Boker: it lasts all day
John Boker: and gets charged up at night
John Boker: unless the problem happens, when it discharges very fast
_Annette C: If it is lasting all day then it is meeting its specifications.
John Boker: and would die in a couple hours
_Annette C: Ok.
_Annette C: I regret the miscommunication.
_Annette C: How long is the battery lasting when you have the issue?
John Boker: about 2 hours at most
_Annette C: Remove the battery and inspect it for damage such as:

Missing contacts

Swelling

Other physical problems
John Boker: I've check this already, This is the second chat i've had in two days
_Annette C: Ok.
John Boker: the first one said to check those thing, and i did, the battery looks and terminals look fine
_Annette C: Unfortunately all the steps need to be completed.
_Annette C: Are you using a wall charger to charge the phone? Or is it being charged on a computer?
John Boker: wall charger
_Annette C: I do see what seems to be causing the issue. It looks as though the phone will constantly search for the network.
_Annette C: That will cause the battery to drain.
John Boker: yes
_Annette C: I also see from my troubleshooting that the battery will need to be replaced.
_Annette C: Please allow me 3-4 minutes to look into this.
John Boker: why will the battery need to be replaced?
_Annette C: My troubleshooting state that the battery will need to be replaced.
_Annette C: Due to the questions and answers this is based on.
_Annette C: Please allow me 3-4 minutes to look into this.
John Boker: ok
_Annette C: I appreciate your patience. You will need to contact HTc to replace the battery. www.shopamerica.htc.com. or 866-416-3059 (Hours of Operation for Accessory line ONLY 8am - 8pm est).
_Annette C: Is there anything else we can assist you with today?
John Boker: What do i do with the phone?
_Annette C: I am unsure what you are referring to.
_Annette C: I have given you the steps to resolve the issue.
_Annette C: The phone needs a new battery.
John Boker: the fast discharging caused by the constant searching for service
_Annette C: We can troubleshoot that issue.
_Annette C: May I have the complete address where this happens?
John Boker: ** **** , Columbus, OH, 43220
_Annette C: Thanks.
John Boker: Are you saying it's searching for service because the battery is bad?
_Annette C: I am giving you information based on what my troubleshooting tells me. Please replace the battery.
_Annette C: We will troubleshoot for the searching issue. I just need a few moments to look up the information.
John Boker: ok
_Annette C: How often is the phone turned off?
John Boker: every 3 days
_Annette C: Please turn it off once a day for 60 seconds. This is power cycling as is necessary.
_Annette C: From any Home screen, tap the Menu key.
Tap Settings (Configuracion).
Tap Wireless & networks (Redes inalam. y redes).
Scroll to and tap Mobile networks (Redes celulares).
Tap Network Mode (Modos de red).
Tap WCDMA only (Solo WCDMA) to use a 3G connection only.
Tap GSM only (Solo GSM) to use a 2G connection only.
Tap GSM / WCDMA auto (GSM / WCDMA automatico) to use a 4G connection when available.
_Annette C: Please try 2G only.
John Boker: 2g is not acceptable either, this is supposed to be a 4g phone
_Annette C: I am trying to resolve the searching issue.
_Annette C: The step is to put it on 2G to see if 4G is the issue.
_Annette C: If you do not wish to do this we will go to the next step.
John Boker: the problem isnt happening right now
_Annette C: Ok.
_Annette C: You may contact us when you are having the issue so we can try to resolve it.
_Annette C: I will notate where we left off.
_Annette C: Is there anything else we can assist you with today?
John Boker: no