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Republic Help Updates

144 Posts authored by: sarahd
sarahd

New Phones are Here!

Posted by sarahd Jul 28, 2016


New Phones are Here.gif

 

 

 

Please leave your questions and comments here.

sarahd

Bring Your Own Phone Update

Posted by sarahd Jul 27, 2016

We hope you’re as excited as we are for tomorrow’s launch. We’ve put a lot of blood, sweat, and tears into this project and it means a lot to us to share the final product with all of you. Tomorrow, we’ll be launching nine new phones and new plans. Unfortunately, we’re not quite ready to cross the finish line for our new Bring Your Own Phone (BYOP) feature and we’ll be delaying the launch of this feature until August 11, 2016. This delay only affects the ability to purchase a SIM card kit specifically for the BYOP feature. New phones purchased from us will come with SIM cards preinstalled and will not be affected by this delay.

 

We’ve built a solid foundation for our 3.0 platform and have been driving and testing a multitude of different scenarios on it for the past six months, including BYOP. The experience our members have is important to us and when we began working on the 3.0 platform about a year ago, we knew we needed to be extremely thorough in ensuring that whether you purchase a phone directly from us or you purchase service from us, the experience would be the same. BYOP introduces complex use cases with SIM card removal and replacement that we’ve built experiences around and are continuing to refine and polish. It's this attention to detail and commitment to a great experience that resulted in a delay of our launch schedule.

 

While we’re pleased with how all of the components of 3.0 are working, due to the complex nature of BYOP and in good conscience, we don’t feel comfortable launching a feature that hasn’t been thoroughly vetted to our standards. We understand this will be a big disappointment for some and for that, we sincerely apologize. However, we would much rather delay the launch to ensure that we provide you with the highest quality experience than launch with a potentially subpar one.

 

In appreciation of your patience and understanding, you’ll be able to order a SIM card, free of charge, on August 11, 2016. All you have to pay is shipping, which will be a flat charge of $4. Additionally, with this little bit of extra time, we’ll be able to run a small beta group that will have early access to a SIM card. If interested, please fill out this survey and we’ll randomly select interested participants next week.

 

We hope you understand our reasons for delaying this feature and we appreciate your patience as we work to ensure the best possible experience for all of our products and services. Please feel free to leave your questions and comments here.

 

P.S. If you currently have an approved BYOP phone, beginning tomorrow (July 28) you’ll be able to download the new Republic Wireless app on your 3.0 phone to check for compatibility. To download and install the new app, go to the Play Store on your phone, and search for Republic Wireless. Here's a direct link as well.

sarahd

Money Back Guarantee Update

Posted by sarahd Jul 22, 2016

Beginning on July 28, 2016, our Money Back Guarantee policy is changing to 14 days for all phone purchases. Although the new policy won’t go into effect until July 28, this change will be reflected throughout our website, Community, and the My Account portal beginning today. Any purchases made between now and 2:59 a.m. ET on July 28, 2016 will still be covered under the 30-Day Money Back Guarantee.

 

When we launched Republic in 2011, we decided to offer a 30-day guarantee because we knew we were asking our early adopters to take a pretty big risk switching to an unknown brand with an unproven product. We wanted to give everyone ample time to determine if Republic’s unique service was right for them. Since then, with your support, we’ve grown by leaps and bounds. By August 11, we’ll have added:

  • Bonded Calling for greatly improved call quality;
  • Nine unlocked GSM phones from the leading Android brands;
  • A new carrier option that gives members access to the fastest nationwide 4G LTE coverage available;
  • BYOP capability and Republic SIM cards;
  • Our patented calling software is no longer required to be specially built into a phone’s ROM, making possible faster updates and more phones.

 

We believe that a 14-day policy still gives our members ample time to make an informed decision. Of course, changing our policy will help us reduce our costs and we’re going to invest those savings in continuing to create innovative solutions to disrupt the telecomm industry, like the list above. We’ll keep working to eliminate the caveats that used to come with becoming a Republic member. And, we won’t stop looking for new ways to help people save money and connect with each other.

 

We’re very excited to be able to offer unlocked GSM phones - providing our members with even more flexibility of choice. As always, we appreciate your questions and feedback and are always here if you need us. If there is ever a problem, we will do whatever we can to give you the best experience possible. Thank you for being with us, we cannot wait for next week!

 

Thanks for your patience and if you have any questions, please let us know here.

In one week from today, we’ll be launching the next evolution of Republic Wireless. This is a huge step for all of us as we expand our portfolio of phones, plans, and carriers. Our engineers have been working tirelessly for months to ensure that our backend systems would be ready to go on launch day.

 

In order to support all of these awesome new changes, we’re performing a complete overhaul of our current platform tomorrow, July 22, from 7 a.m. to 2 p.m. ET. During this time, the Republic Wireless website, My Account portal, and portions of the Republic app will be unavailable.

 

The Republic Wireless Community will be available, but in read only mode. If you need to contact Help during this time, Live Chat will still be available from the Maintenance Page and you will be able to send emails to help@republicwireless.com.

 

We apologize for any inconvenience this may cause and thank you for your patience.

 

With this update, we’re one step closer to launch day.

 

Get excited!

sarahd

Republic Wireless 3.0 Reminders

Posted by sarahd Jul 19, 2016

In advance of our July 28th launch of nine awesome new phones from Samsung, LG, Huawei, and Motorola, we wanted to remind our current members that nothing is changing with your current plan, unless you want to upgrade to one of our new phones.

 

What’s new with 3.0:

Our nine new phones are part of our new Republic 3.0 experience, which comes with our new GSM carrier option and access to the fastest nationwide 4G LTE cellular network available.  If you would like one of these phones, you’ll need to select one of our GSM compatible plan options below when you purchase your new phone. Or, if you already own one of our approved BYOP phones, you can purchase a GSM SIM card kit from Republic for $5 (plus shipping and taxes) beginning on August 11, 2016. Be sure to check out our one day sale on August 11 when you can order a SIM card for free, just pay a $4 shipping charge.

 

About new plans:

 

PlanMatrix_full 2.png

 

 

Our 3.0 Clear Choice plans are designed to be straightforward and affordable. What you see is what you get. The plan you sign up for will be what you’re charged month to month, plus standard taxes. No hidden fees or overages - just great service.

 

But what if I want to keep my plan?
You also have the option to keep your Republic 1.0 plans and 2.0 Refund plans on your current phone. If you’re looking for a new phone on your current plan, you can purchase the Moto G (3rd Gen.) or Moto E (2nd Gen.), which are compatible with CDMA cell service. This chart will help you pick the phone and service plan that works best for you this July 28th.

 

CDMA and GSM.jpg

(Please note: You cannot purchase a new 3.0 GSM compatible phone and put your current CDMA SIM card in it. It will not function properly).

 

 

Are there coverage maps I can check?

Yes. You can check your coverage for both CDMA and GSM cellular service on our coverage maps here: CDMA (2.0) and GSM (3.0).

 

 

More details:

For more info about our new Republic 3.0 Clear Choice plans and compatible phones. Check out our FAQ. We’re thrilled for the next evolution of Republic and are so happy you’re part of the journey.

 

If you still have questions, feel free to post them here.

 

Thanks!

Today, we released an update to the Republic Telephony app, version 2.1.3.2269. The update will be released slowly over the next week.

 

The app update includes:

 


If you need help updating your Republic Telephony app, please follow the instructions here.


A new version of the Republic Wireless app was released yesterday at 100%. This update included a fix for an MMS issue that some members were experiencing after version 2.1.3.2267 was released on June 28, 2016. There are no other additions to this new version.

 

If you need help updating your Republic app, please follow the instructions here.

We have some news that we’re excited to share with you. But before we do, we wanted to thank you, our members. You trusted us and joined in our mission to change how cell companies provide service and treat their customers, and that means a lot to us.

 

Almost a year ago, we faced a substantial challenge. The costs associated with the $25 and $40 Republic 1.0 plans   were preventing us from being able to evolve our services for all of our members. After a lot of analyzing and researching on how to provide both value and sustainable costs, we ultimately decided to phase these plans out altogether on August 1, 2016 and that members on the Republic 1.0 plans would need to choose a new plan at that time.

 

While the Republic Refund 2.0 plans are a huge success for the majority of our members, we also know that they aren’t the best fit for some of our members, and that’s not okay. Like our members, our plans need to be flexible to fit everyone’s unique lifestyle. Some of you have been with us from the beginning, which we greatly value, so we’ve been working hard to find a way to earn your continued support.

 

We’re happy to share that we will not be asking you to choose a new plan on August 1, 2016. Instead, you can keep your $25 and $40 Republic 1.0 plans.

 

In order for us to keep our $25 and $40 Republic 1.0 plan options and maintain what all of our members value, we’ll need to remove cell data roaming for the Republic Wireless 1.0 plans - effective June 1, 2016. (For more info about the high cost of roaming data industry wide, please check out this article.) In case you’re wondering, you’ll still be able to send/receive calls, texts, and picture messages while in a roaming area.

 

If you’re one of our members that regularly uses cell data roaming, our Republic Refund 2.0 Plans may be a better fit for you. They allow you to use both roaming and on-network cell data, and get paid back each month for any cell data you don’t use. Since our announcement of the Refund Plans, we’ve saved our members over $3.4 million with credits back from their unused data. We even earned a near perfect score (a 9.8!) in PC Mag’s Reader’s Choice Awards for satisfaction with plan costs.

 

If you’re interested in the Refund Plans and want to try them out, follow these instructions. If not, that’s okay too, you can remain on the Republic Wireless 1.0 plans for any existing service line currently on the plan.

 

We hope this helps and we have more announcements coming that may help you make some decisions. Check out our What’s in Store for 2016 blog post for more info. We can’t wait to share everything with you!

 

Please see below for some FAQs, and you can also ask questions or comment here.

 

 

 

Data Roaming FAQs

 

Can I still use data roaming on the Republic Refund 2.0 plans?

Yes, data roaming on the Republic Refund 2.0 plans will remain unchanged.

 

 

When will my data roaming be turned off?

Data roaming for Republic 1.0 plans will be turned off on June 1, 2016.

 

 

Can I still make/receive calls, texts, and picture messages if I’m in a roaming area on the Republic 1.0 plans?

Yes, you’ll still be able to send/receive calls, texts, and picture messages when in a roaming area.

 

 

Will I still get 5 GB of native cell data on the Republic 1.0 plans and be eligible for the free pass?

Yes. Each monthly bill cycle, you get 5 GB of native cell data (non-roaming) to use. You’ll be eligible for a free pass if you haven’t gone over the 5 GB threshold within the previous six consecutive monthly bill cycles. For more info on this policy, please visit our Data Usage Policy.

 

 

I have a DEFY XT, does this policy change affect me at all?

These changes only affect the Republic 1.0 plans, so the only way this change will affect you is if you’re planning on upgrading your phone. If you’re planning on keeping the DEFY XT, then this change doesn’t affect you. For more information about the DEFY XT service plan, check out the Motorola DEFY XT Overview.

 

 

 

Republic 1.0 Plan FAQs

 

If I upgrade or replace my phone, can I still keep my Republic 1.0 plan?

If the replacement phone is a Moto E (1st or 2nd Gen.), Moto G (1st or 3rd Gen.), or Moto X (1st or 2nd Gen.), then a line of service currently on the 1.0 plan may remain on that plan. Upgrades to other phones will require a transition away from the 1.0 plan. New lines of service are not eligible for the 1.0 plan.

 

 

Can I still change plans twice per billing cycle if I remain on Republic 1.0 plans?

Yes. You can still change plans twice per billing cycle. The only part about the 1.0 plans that’s changing is we will be removing cell data roaming on June 1, 2016.

 

 

I'm on Republic 1.0 plans, does this affect the $5 and $10 plans?

The $5 and $10 plans on Republic 1.0 remain unchanged. The only time it may affect you, is if you change plans to either the $25 or $40 1.0 plans, you will not be able to use cell data roaming after June 1, 2016.

 

 

I left Republic because I didn’t think I would be able to keep my Republic 1.0 plan, can I come back and get my old plan back?

While we’d love to have you back, all new service lines are activated on our 2.0 plans. If you have any questions about this, please open a Help ticket.

 

 

I already changed to the Republic Refund 2.0 plans, can I change back to the Republic 1.0 plans?

Yes. If you’ve already changed to the Republic Refund 2.0 plans and would like to switch back to 1.0, you may do so one time. Please submit a Help ticket so we can manually switch you back once more.

 

 

If I want to try out the Republic Wireless 2.0 plans but don’t like them, can I change back to the 1.0 plans?

You may change back to 1.0 plans one time after May 5, 2016.

sarahd

New My Account Portal: Phase 2

Posted by sarahd Apr 28, 2016

As we mentioned in a previous post, we have a new My Account portal. For our first phase, we created the following features:

 

  • View service line information.
  • Cancel a service line.
  • View orders and invoices.
  • Update your email address, password or payment info.

 

 

Today, we're happy to announce the second phase of the new My Account portal:

 

  • Number transfers
  • Call Detail Records.

 

We've updated documentation with the added screenshots and tutorials. Please note the following changes to documentation:

 

The Number Transfer Guide and the Transfer My Republic Wireless Number to a Different Provider have been marked as outdated. They have been combined into a single document: Number Transfers.

 

Feel free to take a look around at the new added features. We hope you like it!

 

Thanks!

We’ve noticed a lot of comments and questions in Community about phone battery life, especially post-Lollipop upgrade. In response, this Thursday April 28th at 3:00 p.m. EST, we’re hosting a webinar to help you understand the various factors that can affect your phone battery life. We’ll review some of the biggest culprits and discuss settings that you can change to optimize and extend your battery life.

 

Register to join us for this casual discussion and Q&A session.

 

Click here to pre-ask any questions you have about battery life. We can’t guarantee that we’ll answer them all, but we’ll do our best!

 

Thanks!

 

Bonded Calling Logo.png

 

As promised, here is our first weekly announcement. Read all about what Bonded Calling is and how it works over on PWK.

 

 

You can also check out our new Community doc Adaptive Coverage and our new WiFi Calling page for more info.

 

Please also feel free to leave your questions and comments here.

sarahd

What's in Store for 2016

Posted by sarahd Apr 13, 2016

republic3.0.jpg

 

We just posted a blog over on PWK about what's coming up in 2016. Check it out and feel free to discuss here on Community.

We’re excited to announce that Republic has partnered with Affirm to offer financing towards the purchase of phones, accessories, and shipping! With Affirm, eligible members will be able to break up the cost of their purchase into 6, 12, or 18 month payments (rates from 10-30% APR) based on order total¹.

 

Along with these new financing options from Affirm, you may also notice a new look and feel to the checkout experience of our online store. Please review our step-by-step tutorial to see these updates in more detail.

 

We’ve also added a brand new document to our Knowledge Center that goes into full detail about our partnership with Affirm, how it works, and FAQs. You can review this new document here.

 

Here at Republic, we’re always working to make your purchasing experience better. We hope you like it!

 

Please feel free to leave your questions and comments here.

 

Thanks!

 

¹ Available terms and rates are based on your credit and purchase amount. Purchases under $50 can be paid within 30 days without interest. Purchases over $50 but less than $100 can be paid over 6 months, purchases over $100 but less than $150 can be paid over 6 or 12 months, and purchases of $150 or more can be paid over 6, 12, or 18 months with rates from 10-30% APR.

Since we released the last two versions of the Republic Wireless app (v. 2.1.1.2240 and 2.1.2.2246) on March 7, 2016 and March 29, 2016 respectively, we’ve received reports that some members have been unable to manually install the latest update. Members are reporting that they’re able to navigate to the Republic Wireless app in the Google Play Store, but nothing happens after accepting the update. 

 

While we’re still investigating the root cause of this condition, we’ve found a few workarounds to get your app updated.

 

 

 

 

Update All

 

If you have multiple apps that need to be updated in the Google Play Store, you can utilize the UPDATE ALL apps feature in the Google Play Store to update the Republic Wireless app.

 

To update all apps, please follow the steps below:

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Tap the Menu icon (three stacked horizontal lines) in the top left corner.
  4. Tap My apps & games.
  5. Tap UPDATE ALL (this step may take several minutes depending on how many apps need to be updated).

 

 

Force Stop the Republic Wireless App

 

If you don’t have multiple apps with updates available, or are unable to get the app to update using the method above, let's try to manually close the Republic Wireless app and then retry the update.
To do this, please follow the steps below:

 

  1. Tap Apps.
  2. Tap Settings.
  3. Under Device, tap Apps.
  4. Scroll down and tap on the Republic Wireless app.
  5. Tap FORCE STOP.
  6. Tap OK in the pop up.


Next, you'll want to go into the Google Play Store and try to update the Republic Wireless app again following the steps found here.

 

 

Force Stop the Google Play Store

 

If the above options still don’t work, please try the following:

 

  1. Tap Apps.
  2. Tap Settings.
  3. Under Device, tap Apps.
  4. Scroll down and tap Google Play Store.
  5. Tap FORCE STOP.
  6. Tap OK in the pop up.


Next, you'll want to go into the Google Play Store and try to update the Republic Wireless app again following the steps found here.

 


Uninstall the Republic App

 

If the above options still don’t work, please try the following. Please note that uninstalling the Republic Wireless app will remove all of your data usage statistics in the Republic Wireless app, and will remove all of your saved WiFi network data (if you use the Republic Wireless app for WiFi management).

 

  1. Tap Apps.
  2. Tap Play Store.
  3. Typing into the search bar at the top right of your screen, search for Republic Wireless.
  4. Tap the Republic Wireless app in the list.
  5. Tap UNINSTALL.
  6. Tap OK in the popup window.
  7. After uninstall completes, tap UPDATE on the same Republic Wireless app screen.

 

 

If performing all of the above steps don’t work, please let us know by opening a Help ticket.

 

Thanks!

This afternoon, we've updated both the Republic Wireless app and the Republic Telephony apps to version 2.1.2.2246. There isn't much in the update, we're simply trying to fix the issue where members were unable to update the apps in the Play store.

 

Both app updates have been added in our Republic Wireless Release Notes document. For instructions on how to update both apps, please go to our Republic Wireless App document.

 

Thanks!

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