Republic Health and Wellness

Welcome to the Republic Health and Wellness page! Here you will find the latest information on current or existing conditions affecting Republic Wireless services and features.

 

  • This page will be updated as we have more information for each condition.
  • Conditions are listed with the most recently reported on top.
  • Some conditions have the ability to submit a support request and some don't. The ones that do, we either need to gather more examples or the solution requires a manual work around. The ones that don't, we no longer need examples and are working on a solution.
  • Conditions that have been resolved for more than six months will be removed from this page, but can still be viewed in previous versions.

 

 

To check the current status of our service, visit status.republicwireless.com

NEW! To check for Republic Wireless app updates and releases, visit Republic Wireless Release Notes.



 

 

Existing Conditions

 

(Added on 2/9/15) Moto X (2nd Gen.): SIM Card Error

Date Reported: 12/22/2014          Reported Impact: Small      Master Ticket #: 375324

 

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Diagnosis

Receive a SIM card error on your Moto X (2nd Gen.) randomly.

 

 

Symptoms

  • Receive a SIM card error on your device.
  • Occurs only on Moto X (2nd Gen.)
  • Appears to only occur on the $5 WiFi only plan.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 375324, so we can continue to gather examples.

 

 

 

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Moto X (2nd Gen.): Cellular Activation Fails after Upgrade

Date Reported: 11/25/2014          Reported Impact: Small      Master Ticket #: 351644

 

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Diagnosis

When activating a Moto X (2nd Gen.) as an upgrade, cellular activation fails, but doesn't let you know.

 

 

Symptoms

  • Occurs only on Moto X (2nd Gen.) as an upgrade.
  • All services appear to work except for cell data.


Treatment

We've identified the root cause of this issue and are currently working on a resolution.


Workaround

There are one of two ways you can complete the cellular activation process on your phone:

  1. You can reboot your phone.
  2. You can open up your dialer and dial *#*#8647#*#*

 

 

 

DEFY XT: Keypad Tones Not Working on Calls over WiFi

Date Reported: 11/25/2014          Reported Impact: Small      Master Ticket #: 351602

 

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Diagnosis

When trying to use an automated system that requires DTMF (keypad tones), the system doesn't recognize it.

 

 

Symptoms

  • No response from automated system.
  • Occurs only on DEFY XT.
  • Occurs only while on a WiFi call.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 351602, so we can continue to gather examples.

 

Workaround

When placing a call to an automated system that requires keypad tones, mute your phone while on the call and then press the digits requested.

 

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Moto X (2nd Gen.): Persistent Pending Activation During Upgrade

Date Reported: 11/25/2014          Reported Impact: Small      Master Ticket #: 351345

 

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Diagnosis

When activating a Moto X (2nd Gen.) as an upgrade, a persistent "Activation pending" notification will appear.

 

 

Symptoms

  • Occurs only on Moto X (2nd Gen.) as an upgrade.
  • Receive notification: "Activation pending" after you've received the activation complete email.


Treatment

We've identified the root cause of this issue and are currently working on a resolution.

 

Workaround

There are one of two ways you can complete the activation process on your phone:

 

  1. You can toggle WiFi on and off, which will trigger the rest of the activation process.
  2. You can go to the Republic app and tap Activate Now.

 

 

 

Hangouts: MMS Not Sent When Cell Signal is Disabled

Date Reported: 10/27/2014          Reported Impact: Small      Master Ticket #: 327566

 

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Diagnosis

While cellular signal is turned off and WiFi is turned on, MMS messages won't send via Google Hangouts.

 

 

Symptoms

  • When trying to send a MMS message, you get an error message: "Message not sent. Tap to Retry."
  • Occurs only if cell signal is turned off with WiFi turned on.
  • Occurs only if you're on the $5 WiFi only plan.

 

 

Treatment

We've identified the root cause of this issue. The fix for this issue requires an Over The Air (OTA) update.

 

 

Workaround

You can use the default messaging app or Google Messenger instead of Hangouts.

 

 

 

Number Transfer Out: Busy Signal on Incoming Calls 

Date Reported: 10/03/2014          Reported Impact: Small      Master Ticket #: 310162

 

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Diagnosis

Republic callers are unable to reach you after you've transferred a number to a different provider.

 

 

Symptoms

  • Republic callers will receive a busy signal when trying to call you.
  • Occurs only after you've transferred your number away from Republic.
  • Occurs only when Republic members call you.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 327566, so we can continue to gather examples. We can also manually correct this issue.

 

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Bluetooth 2.4GHz: Bad Audio Quality on WiFi Calls

Date Reported: 10/03/2014          Reported Impact: Small      Master Ticket #: 310114

 

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Diagnosis

When using a Bluetooth device on the 2.4GHz range for WiFi calling, you either receive no audio or choppy audio.

 

 

Symptoms

  • Either no audio or choppy audio on calls.
  • Occurs only on Moto X, G and E.
  • Occurs only on WiFi calls.

 

 

Treatment

We're currently working on a resolution for this issue.

 

 

 

MMS: Error "Unfortunately Messaging App Has Stopped"

Date Reported: 9/18/2014          Reported Impact: Medium      Master Ticket #: 300117

 

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Diagnosis

When trying to send/receive a MMS or group message, you receive an error.

 

 

Symptoms

  • Occurs only on Moto X and G.
  • Receive error message: "Unfortunately messaging app has stopped" when trying to send/receive a MMS or group message.

 

 

Treatment

We're currently working on a resolution for this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 300117, so we can continue to gather examples.

 

 

Workaround

If you experience this issue, you can try to clear your messaging data history by:

 

  1. Tap the Apps icon.
  2. Tap Settings.
  3. Tap Apps.
  4. Slide to All.
  5. Tap Messaging.
  6. Tap Clear data.

 

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Voicemail: Message Not Marked as Read After Playback

Date Reported: 7/28/2014          Reported Impact: Small      Master Ticket #: 259800

 

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Diagnosis

After listening to a voicemail message and then you reboot your phone, you receive a notification for the same voicemail message that you already listened to.

 

 

Symptoms

  • Occurs only on Moto X, G and E.
  • Occurs only if you have one voicemail message and then reboot your phone.
  • This issue does not occur if you have multiple voicemails and then reboot your phone, or if you deleted the voicemail after listening to it.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 259800, so we can continue to gather examples.

 

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Moto X/G: Dropped WiFi Calls and Republic App Crashes

Date Reported: 7/16/2014          Reported Impact: Small      Master Ticket #: 250761

 

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Diagnosis

After your Moto X or Moto G has been on for more than 24 days, you may experience dropped WiFi calls and Republic app crashes.

 

 

Symptoms

  • Occurs only on Moto X or Moto G.
  • Your phone has been on for more than 24 days.
  • Experiencing dropped WiFi calls.
  • The Republic app crashes.

 

 

Treatment

We've identified the root cause of this issue and has been corrected on the Moto E. The fix for this issue requires an Over The Air (OTA) update for the Moto G and Moto X.


Workaround

Simply rebooting your phone should resolve this issue.

 

 

 

Plan Change Availability Date: Incorrect Date Shown

Date Reported: 7/09/2014          Reported Impact: Small      Master Ticket #: 246114

 

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Diagnosis

When looking at the Republic app, the date shown for when you can next change your plan is incorrect.

 

 

Symptoms

  • Occurs only if you've used both your plan changes for your monthly bill cycle.
  • The Republic app states that you can change your plan on a certain date, but when you go to change it, it doesn't work.
  • The date shown in the Republic app is the day before your bill cycle date.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 246114, so we can continue to gather examples.

 

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Outbound Number Transfer: Unable to Receive Calls/Texts

Date Reported: 6/25/2014          Reported Impact: Small        Master Ticket #: 234927

 

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Diagnosis

Unable to receive calls/texts after you've transferred your number to a different provider and kept your Republic line open with a new number.

 

 

Symptoms

  • Inbound Calls/Texts don't reach you.
  • Only affects those that have transferred their number to a different provider and then assigned a new phone number to that Republic line.

 

 

Treatment

We're currently working on a resolution for this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 234927, so we can continue to gather examples. We also have a manual work around for this issue that our support agents can help you with.

 

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Moto Assist: Home Mode Doesn't Work on WiFi

Date Reported: 6/23/2014          Reported Impact: Small        Master Ticket #: 233683

 

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Diagnosis

Answering a call on Home mode doesn't work.

 

 

Symptoms

  • When you have Home mode set up and someone calls you, it doesn't respond when you say "Answer."
  • Occurs only on WiFi.

 

 

Treatment

We've identified the root cause of this issue and requires work with our manufacturing partner. There is currently no ETA for a resolution.

 

 

 

Moto G/Moto X: Outbound Call Fails and Gets Black Screen

Date Reported: 6/22/2014          Reported Impact: Medium        Master Ticket #: 232915

 

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Diagnosis

When you attempt to make an outbound call, it goes to either a black screen or back to your dialer/contacts. A second attempt at the call does go through.

 

 

Symptoms

  • You'll get either a black screen or it will go back to your dialer/contacts when trying to make an outbound call.
  • This issue happens intermittently.
  • Affects Moto G and Moto X only.
  • Occurs on both WiFi and cell.

 

 

Treatment

Our development team is aware of this issue and are currently working on a resolution. If you're experiencing this issue, please submit a support request and include the master ticket number 232915, so we can continue to gather examples.

 

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Ordering: Taxes Not Loading Error Message

Date Reported: 5/30/2014          Reported Impact: Small       Master Ticket #: 213733

 

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Diagnosis

Unable to purchase a new phone or change your plan due to the following error message, "Error loading taxes for billing address..."

 

 

Symptoms

  • Receive the above error message when attempting to purchase a new phone or changing your monthly plan.
  • Currently only affecting billing addresses in Beaverton or Aloha OR.

 

 

Treatment

We've identified the root cause of this issue to be that the zip codes for Beaverton and Aloha OR have been changed and need to be updated in our systems. We're currently working to resolve this issue, but will likely take until early 2015 due to the complexities of the issue involved.

 

 

 

Moto G: Incoming Call While on WiFi and Vibrate

Date Reported: 5/13/2014          Reported Impact: Small         Master Ticket #: 199391

 

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Diagnosis

Call doesn't come through properly while on WiFi with the phone set to vibrate.

 

 

Symptoms

  • When you have your phone set to vibrate, it will vibrate once, but the screen stays black. When the call ends, the screen lights up and says that you have a missed a call.
  • Only affects Moto G
  • Occurs only on WiFi.

 

 

Treatment

We've identified the root cause of this issue and has been corrected on the Moto E. The fix for this issue requires an Over The Air (OTA) update for the Moto G and Moto X.

 

 

 

Moto Assist: Favorite Contacts Don't Ring Through on Sleep Mode

Date Reported: 5/08/2014          Reported Impact: Small         Master Ticket #: 195087

 

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Diagnosis

When using the Moto Assist app in sleep mode, contacts listed as favorites ring as silent, or if someone calls you two times in a row.

 

 

Symptoms

  • With sleep mode on, if one of your contacts that's listed as a favorite calls you, it will ring through as silent instead of your normal ringtone.
  • This also occurs if someone calls you two times in a row, when it should ring through with your normal ringtone.
  • Affects Moto G and Moto X.
  • Occurs on WiFi and cell.

 

 

Treatment

We've identified the root cause of this issue and has been corrected on the Moto E. The fix for this issue requires an Over The Air (OTA) update for the Moto G and Moto X.

 

 

 

Long Text Messages Received in Wrong Order

Date Reported: 5/06/2014          Reported Impact: Small         Master Ticket #: 193257

 

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Diagnosis

Inbound text messages that are over 160 characters are received in the wrong order.

 

 

Symptoms

  • When someone sends you a long text, they are broken up into pieces and you may get them in the wrong order.
  • Affects Moto G and Moto X.
  • Occurs only on cell.

 

 

Treatment

We're currently investigating the root cause of this issue. If you're experiencing this issue, please submit a support request and include the master ticket number 193257, so we can continue to gather examples.

 

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Loud Chirp/Beep While Ringing

Date Reported: 4/29/2014          Reported Impact: Small         Master Ticket #: 186252

 

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Diagnosis

While a call is ringing, you may hear a loud chirp or blip.

 

 

Symptoms

  • Only occurs when you're calling someone and goes away once someone answers.
  • Only affects calls from a RW Moto G/Moto X customer to another RW Moto G/Moto X customer.
  • Occurs only on WiFi.

 

 

Treatment

We've identified the root cause of this issue and requires an Over The Air (OTA) update. This issue is resolved on the Moto E and will be resolved once the Moto G and Moto X receive the next OTA. We do not need any more support tickets for this issue. Please keep checking back here for updates.

 

 

 

Unable to Send/Receive Emojis

Date Reported: 4/24/2014          Reported Impact: Large          Master Ticket #: 182399

 

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Diagnosis

Unable to send/receive graphical emoticons (a.k.a. emojis) or special characters.

 

 

Symptoms

  • When emojis or special characters are sent/received, they will either show up as a blank text or as the letter P.
  • Affects the Moto G and Moto X after the KitKat update.
  • Occurs when on cell or WiFi.

 

 

Treatment

We've identified the root cause of this issue. The resolution requires additional work by our engineers as this feature is not part of the original design.

 

 

 

Texts Missing from Conversation Log

Date Reported: 4/24/2014          Reported Impact: Medium          Master Ticket #: 181792  

 

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Diagnosis

Text messages that are sent from Motorola Connect Chrome Extension and Moto Assist do not show up in your conversation log.

 

 

Symptoms

  • If you're using apps like Motorola Connect Chrome Extension and Moto Assist, the text message will send, but it won't show up in your conversation log. Other third party messaging apps may experience similar behavior.
  • Affects the Moto G and Moto X after the KitKat update.
  • Occurs when on cell or WiFi.

 

 

Treatment

We've identified the root cause of this issue and requires an Over The Air (OTA) update. This issue is resolved on the Moto E and will be resolved once the Moto G and Moto X receive the next OTA. If you're experiencing this issue, please submit a support request and include the master ticket number 181792, so we can communicate with you once the issue is resolved.

 

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Assisted Dialing Error

Date Reported: 4/09/2014          Reported Impact: Medium         Master Ticket #: 172865   

 

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Diagnosis

Receive a notification message stating Assisted dialing error Invalid mobile country code.

 

 

Symptoms

  • Unable to remove notification or it comes back after checking the proper settings.
  • Shows up even when not making calls.
  • Only the Moto G has been reported to have this notification.

 

 

Treatment

We're currently investigating the root cause of this issue. Please submit a support request with as much information as possible (i.e. were you roaming, on cell/WiFi, in a certain area?), so we can continue to gather examples. Please also include the master ticket # 172865.

 

Please do not uncheck the box next to Assisted dialing status in the dialer settings, as this may cause calling issues and will not stop the error from coming up. There are no fees associated with having it checked and does not affect calling.

 

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Moto G: Google Hangouts Error when Activating

Date Reported: 4/09/2014          Reported Impact: Small         Master Ticket #: 172864 

 

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Diagnosis

When activating a Moto G, you receive an error stating "You have a 3rd party app configured to handle SMS and MMS messaging. Although SMS is known to work well with such apps, MMS doesn't work so well. Currently sending an MMS is not supported, and you will experience errors."


 

Symptoms

  • If you tap Cancel, it skips the setup and defaults to the stock messaging app. If you tap Fix, it proceeds to use Google Hangouts for messaging.
  • Occurs only on the Moto G with KitKat.

 

 

Treatment

We're currently investigating the root cause of this issue. A workaround for this issue is to set the default back to the stock messaging app by:


  1. Tap the Apps icon.
  2. Tap Hangouts.
  3. Tap the Menu symbol in the upper left corner.
  4. Tap Settings.
  5. Tap SMS.
  6. Tap SMS enabled.
  7. Tap Default SMS app.
  8. Tap Messaging.

 

 

 

Keypad Tones During Calls

Date Reported: 3/07/2014          Reported Impact: Small             

 

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Diagnosis

DTMF tones (or keypad tones) are played during calls.

 

 

Symptoms

  • While on a call, you may experience what sounds like someone pressing down on a number key or beeps.
  • Only occurs on cellular.
  • Affects both DEFY XT and Moto X.

 

 

Treatment

We've identified the root cause of this issue. There is a nationwide ticket open with Sprint affecting several markets. They have advised they are currently investigating this issue.

 

 

Number Transfer Requests

Date Reported: 1/17/2014        Reported Impact: Small       Master Ticket #s: 195389 & 205615

 

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Diagnosis

Unable to submit a number transfer request from My Account.

 

 

Symptoms

  • The number transfer request button in My Account will be greyed out.
  • This issue occurs when you've previously submitted a number transfer request and asked us to cancel it.
  • This issue can also occur when you've transferred a number to Republic, then transferred that number out and now want to transfer a different number to the same phone line.

 

 

Treatment

We're currently working on a solution to this issue. If you're experiencing any of the symptoms above, please submit a support request so we can continue to gather examples. Our Support team also has a manual work around for this.

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Unsupported MMS Providers

Date Reported: 1/17/2014        Reported Impact: Small      Master Ticket #: 131514

 

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Diagnosis

As providers continue to update their networks, there are some providers that do not support MMS messaging with Republic yet.



Symptoms

  • You will be unable to send or receive MMS messages (this includes group SMS) with US Cellular, Ting, Straight Talk, Cricket (AIO), TracFone, Net10, SafeLink, MetroPCS and Simple Mobile.
  • Only MMS is affected, regular text messages work fine.



Treatment

We'll continue to work with other providers as they upgrade their networks.

 

 

Third Party MMS Apps

Date Reported: 1/09/2014        Reported Impact: Small     

 

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Diagnosis

When using third party messaging apps, sending any kind of MMS message directly to a phone number doesn't work.

 

 

Symptoms

  • When you try to send a picture or a group SMS to a phone number, it will not send and times out.
  • Only affects outbound MMS messages sent directly to a phone number. If you're both using the same third party app, sending MMS will work properly.
  • Affects Moto X, Moto G, and Moto E.

 

 

Treatment

We're currently working on a resolution for this issue. A fix for this issue requires an Over The Air (OTA) update as well as extensive work with our manufacturer. However, we have been able to get Google Hangouts and Google Messenger to work with our services.

 

 

Voicemail Forwarding to a Non-unique Number

Date Reported: 12/16/2013        Reported Impact: Small        Master Ticket #: 110329

 

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Diagnosis

Customers that attempt to forward their voicemail to a third party voicemail system that uses a global number to check voicemail does not work.

 

Symptoms

  • You will receive an error message, "Failed to save voicemail forwarding", when trying to setup voicemail forwarding to third parties like YouMail or any other voicemail system that uses a global voicemail number.

 

Treatment

We've identified the root cause of this issue and there is currently no solution. We will continue to explore and work on finding a resolution.

 

 

 

Resolved Conditions

 

(Updated 2/09/15) Group Messaging: Inbound Group Messages From Verizon

Date Reported: 7/16/2014          Reported Impact: Small      Master Ticket #: 251027
Date Resolved: 2/03/2015

 

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Diagnosis

When someone who has Verizon as their provider and they send you a group text, you receive the message as a single text (SMS).

 

 

Symptoms

  • Instead of receiving a group message via MMS, you'll receive a single SMS message and therefore cannot reply to the entire group.
  • Occurs only if the group message is sent from someone who has Verizon.

 

 

Treatment

This issue has been marked as resolved on 2/03/2015. If you continue to experience the above symptoms, please submit a support request.

 

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(Updated 2/9/15) Inbound SMS/MMS: Unable to Receive SMS/MMS from Off-network Providers after Transferring a Number to Republic

Date Reported: 1/11/2015          Reported Impact: Small      Master Ticket #: 392915
Date Resolved: 1/14/2015

 

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Diagnosis

After transferring your number to Republic, you're unable to receive SMS/MMS from off-network providers (a.k.a. non-Republic numbers).

 

 

Symptoms

  • Inbound SMS/MMS not received.
  • Occurs only after transferring your number to Republic

 

 

Treatment

This issue has been marked as resolved on 1/14/2015. If you continue to experience the above symptoms, please submit a support request.

 

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(Updated 1/06/15) DEFY XT Voicemail: Error When Call is Rejected

Date Reported: 9/12/2014          Reported Impact: Small      Master Ticket #: 294899
Date Resolved: 1/02/2015         

 

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Diagnosis

When you reject an incoming call, instead of going to voicemail, the caller receives an error message, "extension not in service."

 

 

Symptoms

  • Occurs only on DEFY XT.
  • Only seems to affect certain sets of phone numbers (i.e. 540-244 in VA and 717-421 in PA).

 

 

Treatment

This issue has been marked as resolved on 1/02/2015. If you continue to experience the above symptoms, please submit a support request.

 

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(Updated 1/06/15) MMS/Voicemail: Error (MMS) "Couldn't Send Due to Network Problem" Error (VM) "Unable to Reach VM Server"

Date Reported: 10/31/2014          Reported Impact: Small      Master Ticket #: 331043
Date Resolved: 12/23/2014

 

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Diagnosis

Receive an error when trying to send/receive MMS or access Visual Voicemail.

 

 

Symptoms

  • Occurs only on Moto X, G and E.
  • When trying to send/receive a MMS message, you receive an error: "Couldn't send due to network problem."
  • When trying to access Visual Voicemail, you receive an error: "Unable to reach VM server."
  • Occurs on both Cell and WiFi.

Treatment

This issue has been marked as resolved on 12/23/2014. If you continue to experience the above symptoms, please submit a support request.

 

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(Updated 1/06/15) DEFY XT: Unable to Update to Latest Build

Date Reported: 11/13/2014          Reported Impact: Small      Master Ticket #: 340982
Date Resolved: 12/22/2014

 

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Diagnosis

When trying to update your DEFY XT to the latest build per our blog, you are given an error message.

 

 

Symptoms

  • Receive error message: "Check for update was not available at this time. Try again later." when trying to update your DEFY XT.
  • Occurs only when you are on build 1_65H_1027 and you're trying to update to build 1_65K_1027

 

 

Treatment

It is no longer necessary to be updated to the latest build for the planned scheduled maintenance on November 20, 2014 from 4 a.m. to 8 a.m. EST. Regardless of what build you are on, you will not lose service after the maintenance.

 

 

 

Upgrading From DEFY XT: Unable to Receive Calls/Texts

Date Reported: 6/29/2014          Reported Impact: Medium      Master Ticket #: 238501

Date Resolved: 11/24/2014

 

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Diagnosis

Unable to receive calls/texts after you've upgraded from a DEFY XT to a Moto X, G or E.

 

 

Symptoms

  • Inbound Calls/Texts don't reach you.
  • Only affects those that have upgraded from a DEFY XT to a Moto X, G or E.

 

 

Treatment

This issue has been marked as resolved on 11/24/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Ordering: Moto E Licorice Shell Case Causes Entire Order to Go on Backorder

Date Reported: 10/30/2014          Reported Impact: Small      Master Ticket #: 330159

Date Resolved: 11/11/2014

 

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Diagnosis

Ordering the licorice shell case for Moto E causes the entire order to be on backorder.

 

 

Symptoms

  • Occurs only if you've ordered multiple items, including the licorice shell case for Moto E.

 

 

Treatment

This issue has been marked as resolved on 11/11/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Voicemail: Notification Not Received After Phone Was Off

Date Reported: 09/17/2014          Reported Impact: Small      Master Ticket #: 299113

Date Resolved: 11/11/2014

 

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Diagnosis

If a voicemail is received while your phone is off, or in an area with no data connection, you do not receive a voicemail notification once you turn your phone back on or are back in an area with data.

 

 

Symptoms

  • Occurs only on Moto X, G and E.
  • You have a voicemail, but don't receive a notification for it.

 

 

Treatment

This issue has been marked as resolved on 11/11/2014. If you continue to experience the above symptoms, please submit a support request.

 

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DEFY XT: Unable to Download OTA

Date Reported: 10/17/2014          Reported Impact: Small      Master Ticket #: 320343

Date Resolved: 11/10/2014

 

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Diagnosis

When attempting to download the last OTA for DEFY XT, the download fails with error message: "Failed to update. An unspecified error has occurred."

 

 

Symptoms

  • Occurs only on DEFY XT's with build numbers: 1_65G_1027 and 1_65H_1027

 

 

Treatment

This issue has been marked as resolved on 11/10/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Voicemail WiFi Only Plan: Message Not Received Once Reconnected to Data

Date Reported: 7/18/2014          Reported Impact: Small      Master Ticket #: 252696

Date Resolved: 11/07/2014

 

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Diagnosis

Voicemail notifications are not being received when on the WiFi Only plan.

 

 

Symptoms

  • You receive a voicemail when you're not connected WiFi. Once you're connected to WiFi, you don't get the voicemail notification.
  • Occurs only on the WiFi Only plan.

 

 

Treatment

This issue has been marked as resolved on 11/07/2014. If you continue to experience the above symptoms, please submit a support request.

 

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No Outbound Calls While Roaming in Western NC

Date Reported: 05/28/2014          Reported Impact: Small         Master Ticket #: 212002

Date Resolved: 10/28/2014

 

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Diagnosis

While roaming in western North Carolina, outbound calls do not work.

 

 

Symptoms

  • Receive an message stating, "We cannot complete your call at this time, please try again later. Message 12A, Switch 262."
  • Has only been reported on the Moto X.
  • Occurs only on cell when roaming.
  • Does not affect texts, data or incoming calls.

 

 

Treatment

This issue has been marked as resolved on 10/28/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Billing Name Substituted with Contact Name During Order Confirmation

Date Reported: 04/09/2014          Reported Impact: Small         Master Ticket #: 172705 

Date Resolved: 10/21/2014

 

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Diagnosis

When entering your billing info in our online store, your billing name is auto-populated with your contact name on the order confirmation screen.

 

 

Symptoms

  • Contact name will display instead of your billing info name.
  • Occurs for both new members and existing members.

 

 

Treatment

This issue has been marked as resolved on 10/21/2014. If you continue to experience the above symptoms, please submit a support request.

 

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DEFY XT: No Audio When Calling Phonebooth

Date Reported: 4/03/2014          Reported Impact: Small         Master Ticket #: 170381 

Date Resolved: 9/11/2014

 

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Diagnosis

When you make a phone call from a DEFY XT to a Phonebooth line, there is no audio.

 

 

Symptoms

  • The call will sound like it's not completing because there is no audio.
  • Appears to happen only over WiFi.
  • Only occurs on DEFY XT to a Phonebooth line that has been assigned to an auto attendant.

 

 

Treatment

We've identified the root cause of this issue, but are unable to resolve it.

 

 

 

Missing Phone Number Error

Date Reported: 4/10/2014          Reported Impact: Small          Master Ticket #: 178116  
Date Resolved: 8/19/2014

 

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Diagnosis

Receive the error "Missing phone number on submitter field" when trying to change plans or reactivate a phone.

 

 

Symptoms

  • Unable to change plans due to the above error.
  • Unable to reactivate a phone due to the above error.

 

Treatment

This issue has been marked as resolved on 8/19/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Refer a Friend Email

Date Reported: 4/18/2014          Reported Impact: Small          Master Ticket #: 178260 
Date Resolved: 8/14/2014

 

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Diagnosis

Initial referral email not received.

 

 

Symptoms

  • The initial referral email is not received.
  • The email was either sent or received through a Yahoo or AOL account.

 

Treatment

This issue has been marked as resolved on 8/14/2014. If you continue to experience the above symptoms, please submit a support request.

 

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DEFY XT Replacement

Date Reported: 4/10/2014          Reported Impact: Small          Master Ticket #: 177659  
Date Resolved: 6/26/2014

 

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Diagnosis

Unable to use cellular on DEFY XT replacement phones.

 

 

Symptoms

  • Can't make/receive calls while on cellular after activating a replacement phone.
  • Affects only DEFY XT replacement phones.

 

Treatment

This issue has been marked as resolved on 6/26/2014. If you continue to experience the above symptoms, please submit a support request.

 

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Connected to Metered Hotspot Alert

Date Reported: 4/26/2014          Reported Impact: Small         Master Ticket #: 184698

Date Resolved: 5/28/2014

 

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Diagnosis

Receive an alert stating: "You have specified this network as metered. Calling, texting and other Republic Wireless service may incur additional charges."

 

 

Symptoms

  • You may see this alert pop up randomly after upgrading to KitKat and the latest version of the Republic Wireless app.
  • Affects the Moto G and the Moto X.
  • Occurs only on WiFi.

 

 

Treatment

This issue has been marked as resolved on 5/28/2014. If you continue to experience the above symptoms, please submit a support request.

 

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