Sprint outages affecting HTC EVO users, customer service largely unaware of issues

Sprint-logo G&E reader Earl has been a Sprint customer for three months and based on the help he's received from tech support so far, he says he'd give the company's service a D. "D for the dumb people working for them," he wrote in an email to me.

Last week, Earl couldn't use his HTC EVO to make any calls from his home in Virginia. He was getting SMS errors too, so he called Sprint for assistance. The representative he spoke to asked him to enter a few codes into his EVO and when they didn't work, the rep said he had a "bad phone" and needed to bring it into a Sprint store.

After discovering later that his wife was having the same problems on her EVO and their daughter was experiencing similar issues on her HTC Hero, Earl called Sprint to refute the previous "bad phone" assessment and was told that someone would look into the situation and get back to him.

When two days passed without a callback, Earl called Sprint again. After explaining what had happened, he finally asked whether Sprint was having network issues in his area. "We have a major 4G network issue across the country," the rep said, "but you're not on 4G."

Earl was transferred to tech support. "Oh," the new rep said. "I see that three cities in your area of Virginia have an outage listed and that it is affecting text, data, and phone. We are working on it. If it is not fixed in two days, then we will credit your account." Why Earl wasn't notified of the outage when he called the first time is anyone's guess.

Are you having network issues with your HTC EVO?

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Jenn K. Lee

Jenn K. Lee is the founder of Pocketables. She loves gadgets the way most women love shoes and purses. The pieces in her tech wardrobe that go with everything are currently the Samsung Galaxy Note II, Sony Tablet P, and Nexus 7, but there are still a couple of vintage UMPCs/MIDs in the back of her closet.

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