Text bug - Working on possible solutions

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Chat InformationWelcome to AT&T Technical Support Chat. My name is 'Lance Barkster' and I’ll be happy to assist you today.

Lance Barkster: Hello. How are you today?

Doug Plooster: Fine

Lance Barkster: According to your pre-chat survey: "I am having a problem with the texting on my phone.  About once or twice a day I send a text message and it hangs on the 'Sending' screen for a couple minutes then says sending failed.  In order to send any more messages I have to restart my phone."   Is that correct Mr. Plooster?

Doug Plooster: Yes it is. Also, I contacted you yesterday about the same issue. They had me do a master reset on my phone which they assured me would fix the problem, even though I was pretty sure it wouldn't. And today, I had the same problem again. The message stuck on 'sending'.

Lance Barkster: I apologize for this inconvenience, but I will be happy to assist you with that today. Have you noticed any particular pattern with the problem, such as the same number your texting or certain time of the day perhaps?

Doug Plooster: No, it appears to happen randomly.

Lance Barkster: Do you always have adequate signal strength when this occurs?

Doug Plooster: Yes, it happens even when I have full bars and 3g.

Lance Barkster: It appears that this may be a problem with many of the Impressions.  I'm checking now to see if there has been an official product advisory sent out about this problem.  Thanks for your patience Mr. Plooster.

Doug Plooster: Ok thanks.

Doug Plooster: Also, I have read on many forums that people call in with this particular problem and have the connection reset (or the device 're-registered') on your end and that solves it. Might that work?

Lance Barkster: I located some information that may be relevant here: Some customers who have purchased the Samsung A877 have found their handset occasionally locks up and/or resets when using the device with T9 predictive text mode turned on. This happens in the following scenarios: When using the virtual keypad in landscape mode for SMS - with T9 on. When using the physical QWERTY in landscape mode with T9 on - except for SMS, i.e. MMS or when entering a contact.

Doug Plooster: The last sentence says "except for SMS". So I don't think that is the problem. Plus I never have T9 on when this happens. Actually, I never use T9. And FYI, I am pretty sure this has been fixed in Samsung's new firmware. I can't reproduce that problem.

Lance Barkster: You are probably correct.  It appears that this is an older product advisory listing.  Would you be willing to swap this for another Impression or would you rather try a different model?

Doug Plooster: Here's the deal. I have read about lots of people having this problem. Some people even exchange their phones for new ones multiple times and have the same problem with them all. I also talked to Samsung, and they are adamant that the problem is with the connection on your side, even though it may show no problems. The people I have read about managed to get the tech guys at AT&T (i.e. you) to reset their connection (or 're-register' their device on the network) and that fixes the problem every time. So could we just try that please?

Lance Barkster: Sure, no problem.  Let me know when your phone is off and we will try that to see if it resolves the problem.

Doug Plooster: Ok it is off.

Lance Barkster: You can turn it back on now and try sending a text message.  However, since it appears that the problem is sporadic, it may send out ok right now. Thanks.

Doug Plooster: Thank you very much.

Doug Plooster: I have one more request. I will likely be traveling to another country in the next couple months, and was wondering if you might be able to supply me with the lock code so I can use the phone overseas? Or if not where can I get it?

Lance Barkster: I will need to submit a request for you to have that unlock information sent to an email address of your choice.  Were you able to send a text message out?

Doug Plooster: Yes it is working good right now. Thank you again for that.

Lance Barkster: Okay.  If you would like to request the unlock code, what email address you would like it to be sent to?

Doug Plooster: [my_email]

Lance Barkster: Thank you.  Please allow 2-3 minute while I work on this. Thanks for your patience.

Doug Plooster: Thanks

Lance Barkster: Your unlock code request confirmation number is [**********_*******]  . Please allow 48 hours for this information to be delivered to the email address you provided. If you have not received an email after this time frame, please chat back in for further assistance. Do you have any other questions or concerns that I can assist with today?

Doug Plooster: No I don't think so. Thank you for your help.

Lance Barkster: Thank you for visiting the AT&T Live Support Chat. It has been my pleasure to assist you today. We appreciate your business with us here at AT&T.
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