ST

Hi! How may I help you today?
Nes: Thank you for visiting Straight Talk Wireless.
Nes: Hi ********.
Nes: How may I assist you?
You: Hello, I have a BYOP device and I appear to have lost MMS and Data.
Nes: Sorry for the inconvenience. I would be happy to assist you with that.
Nes: Are we working with the phone number ending in ********?
You: Yes
Nes: Let me pull up the account for you.
Nes: I have reviewed your account and everything is correct in our system.
Nes: We will need to troubleshoot your phone. Is this an iPhone or an Android phone?
You: Android. 6.0.1
Nes: Okay. Please go to Settings, Mobile Networks then Access Point Names.
You: I'm there. I am using the RESELLER APN
Nes: Please set up the values accurately as it is:
Name: RESELLER
APN: RESELLER
Proxy: (blank)
Port: (blank)
Username: (blank)
Password: (blank)
Server: (blank)
MMSC: http://mmsc.mobile.att.net
MMS Proxy: proxy.mobile.att.net
MMS Port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN Type: default,mms,supl
APN Protocol: IPv4
Bearer: Unspecified
Nes: Please review it again.
You: Everything looks correct
Nes: Okay. Please turn your mobile data on.
You: My mobile data is on.
Nes: Please make sure the RESELLER APN is in capital letters.
You: Yes, it is in all capitals. This issue has just started today.
Nes: Okay.
Nes: Please access your browser.
You: I am on my browser.
Nes: Please access Google.
You: No connection. And I have WiFi turned off.
Nes: Please provide me with the address where you are currently located for us to check on your coverage.
You: ********
Nes: Thank you.
Nes: It appears that your location has a good coverage.
You: Yes, I normally get full 4G coverage.
Nes: I see.
Nes: Please provide me with the last four digits of your SIM card number.
You: ********
Nes: Please provide me with the very last four digits of your SIM card number.
You: ********
Nes: I see.
Nes: Please remove the SIM card and battery from your phone. Then, leave it out for about one minute.
Nes: How are things coming along? If I do not get a response from you within three minutes, this session will have to end.
You: I am turning the phone back on.
Nes: Okay.
You: I still do not have data.
Nes: Please make sure to turn your mobile data on. Go to Settings, Mobile Networks then Data Enabled should be turned on.
You: Yes it is enabled
Nes: Okay.
Nes: Please access your browser again.
You: Same results as before. "Your device is offline"
Nes: I see. There is a mistake with your APN settings.
Nes: Please set up the values accurately as it is:
Name: RESELLER
APN: RESELLER
Proxy: (blank)
Port: (blank)
Username: (blank)
Password: (blank)
Server: (blank)
MMSC: http://mmsc.mobile.att.net
MMS Proxy: proxy.mobile.att.net
MMS Port: 80
MCC: 310
MNC: 410
Authentication Type: None
APN Type: default,mms,supl
APN Protocol: IPv4
Bearer: Unspecified
You: I get EDGE connectivity.
You: I just checked and those are the same settings I have.
Nes: I see.
Nes: The message would notify what is your error about.
Nes: Please double check it.
You: If your policy allows, here is a screenshot of my settings: http://i.imgur.com/sluKdPM.jpg
You: There is nothing to click. It is the default message for Chrome when you don't have an internet connect. There are not status codes or diagnostics.
Nes: Okay.
You: The issue is happening to three others in the same area.
Nes: I see.
Nes: Please move outside your house.
You: I have tried two different locations. Each almost a mile apart. (I lied here but whatever)
Nes: Okay.
Nes: Please move closer to an open window.
You: I am currently beside a window.
Nes: Okay.
Nes: Please turn the phone off and immediately back on.
Nes: I would be happy to assist you with that.
You: I have just restarted it. I'm still not getting anything. I've heard more than one person with the same issue now. Straighttalk customers as well as ATT. So I do not believe it is specific to my phone.
Nes: Please disregard the message above.
Nes: Yes.
Nes: I understand your concern.
Nes: How are things coming along? If I do not get a response from you within three minutes, this session will have to end.
You: Same as before. The problem is spanning all of Muldrow and Roland as far as I am aware.
Nes: I see.
Nes: [redacted]
You: Okay, I will call.
Nes: Okay. Is there anything else that I can assist you with?
You: No thank you.
Nes: You are welcome. Thank you for chatting with Straight Talk Wireless. Have a great day.
Thank you for chatting with us today. The agent has left this conversation. For further questions, please start a new chat.