Notes

http://htc.cust-serv.com/netagent/chat/unified/Default/client.aspx?LOGINNAME=Krishna%20Kumar%20Rajendran&PASSWORD=&QUEUE=2&SUBJECT=Airplane%20mode%20switching%20on%20and%20off.%20Consequently%20not%20getting%20any%20network&EMAIL=krishna310%40gmail.com&REFERER=&ROUTEidENT=English+CS&PROACTIVEid=&ROUTETOAGENT=0&LangSelection=10&PUSHPAGELOCATION=1&CHATFRAMESIZE=275&UNIFIEDCLIENTTEMP=2008client&PORTALid=&QUESTIONNAIREid=&WEBCOLLABKEY=&PhoneNumber=2673288262&PhoneModel=HTC%20One&SerialNumber=
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6:24:04 PM CustomerKrishna Kumar Rajendran
Initial Question/Comment: Airplane mode switching on and off. Consequently not getting any network
6:24:19 PM SystemSystem
Catalina R. has joined this session!
6:24:19 PM SystemSystem
Connected with Catalina R.
6:24:34 PM AgentCatalina R.
Hello Krishna! I'm sorry you are having this situation with the airplane mode, but don't worry I'm here to assist you out.
6:24:46 PM CustomerKrishna Kumar Rajendran
hi..
6:24:53 PM CustomerKrishna Kumar Rajendran
how do i resolve this issue
6:25:11 PM CustomerKrishna Kumar Rajendran
i have restarted the phone, did a full system resteore
6:25:16 PM CustomerKrishna Kumar Rajendran
*restore
6:25:22 PM CustomerKrishna Kumar Rajendran
and checked the sim
6:25:51 PM AgentCatalina R.
Thank you for that information Krishna, let me ask you the system restore that you performed was from the Settings option?
6:25:57 PM CustomerKrishna Kumar Rajendran
yes
6:26:14 PM CustomerKrishna Kumar Rajendran
and by holding the power and volume button
6:26:19 PM CustomerKrishna Kumar Rajendran
did it twice
6:27:02 PM AgentCatalina R.
Oh I understand, and how often this situation occurs?
6:27:21 PM CustomerKrishna Kumar Rajendran
i have not been able to make any phone calls since yesterday
6:27:44 PM CustomerKrishna Kumar Rajendran
this suddendly started when i was in the middle of a call and has been happening since the
6:27:46 PM CustomerKrishna Kumar Rajendran
then
6:28:49 PM AgentCatalina R.
I see, have you performed any update recently?
6:29:04 PM CustomerKrishna Kumar Rajendran
no..
6:30:45 PM AgentCatalina R.
I see, so we will need to perform a factory reset, this will be done from the H Boot menu, and it will delete all your information, including the corrupted files that might be causing this situation.
6:31:05 PM CustomerKrishna Kumar Rajendran
ok. how do i do the factory reset
6:31:35 PM AgentCatalina R.
Please go to settings> power/battery/energy> Fast Boot, make sure the fast boot is off or unchecked.
6:31:59 PM CustomerKrishna Kumar Rajendran
ok
6:32:25 PM AgentCatalina R.
Before providing you with the rest of the steps can you please provide me with the phone's IMEI?
6:33:16 PM CustomerKrishna Kumar Rajendran
i am not able to check the IMEI as there is no network
6:33:33 PM CustomerKrishna Kumar Rajendran
let me see if i can give you any other details
6:33:45 PM AgentCatalina R.
You can find it by going to settings>about>phone identity>IMEI
6:33:57 PM CustomerKrishna Kumar Rajendran
it says unknown
6:34:14 PM AgentCatalina R.
Do you see the serial number?
6:34:14 PM CustomerKrishna Kumar Rajendran
device serial number is the only one available
6:34:33 PM CustomerKrishna Kumar Rajendran
HTC36LW901557
6:34:35 PM AgentCatalina R.
Please can I have that one.
6:34:40 PM AgentCatalina R.
Thank you.
6:35:57 PM AgentCatalina R.
Krishna I am sorry, I was not able to find any information under that Serial Number can you please double check it.
6:36:37 PM CustomerKrishna Kumar Rajendran
its the same
6:36:52 PM CustomerKrishna Kumar Rajendran
HTC36LW901557
6:37:12 PM CustomerKrishna Kumar Rajendran
354439051561530
6:37:17 PM CustomerKrishna Kumar Rajendran
THATS THE IMEI
6:37:27 PM CustomerKrishna Kumar Rajendran
ITS Visible now
6:38:09 PM AgentCatalina R.
Thank you, for the factory reset, please follow these steps: 1. Turn the phone off 2. Once the phone is off, press and hold the down volume key and the power key at the same time until a white screen shows up with a colorful menu and three androids at the bottom. 3. Use the volume keys to select RECOVERY 4. Press the power key to accept 5. The phone will turn off. 6. Once you see a red triangle with an exclamation mark in the middle 7. Press and hold the volume UP button and tap just once the Power button. 8. You will see a blue menu. Please release the volume key. 9. Use the volume keys to select WIPE DATA/FACTORY RESET and press the power key to accept 10. When the blue menu shows up again, please select REBOOT SYSTEM NOW and wait until the phone boots up.
6:38:14 PM AgentCatalina R.
After you select WIPE DATA/FACTORY RESET it will appear a message, please select yes delete all user data.
6:41:11 PM CustomerKrishna Kumar Rajendran
in step 5. waiting for the red triangle
6:41:49 PM AgentCatalina R.
Ok.
6:42:24 PM CustomerKrishna Kumar Rajendran
there are two options
6:42:32 PM CustomerKrishna Kumar Rajendran
yes delete all user data
6:42:42 PM CustomerKrishna Kumar Rajendran
yes back up phone storage
6:42:54 PM CustomerKrishna Kumar Rajendran
which one should i select?
6:43:04 PM AgentCatalina R.
please select yes delete all user data.
6:43:14 PM CustomerKrishna Kumar Rajendran
ok
6:44:13 PM CustomerKrishna Kumar Rajendran
its done
6:44:22 PM CustomerKrishna Kumar Rajendran
i got another menu
6:44:59 PM CustomerKrishna Kumar Rajendran
android system recovery
6:45:16 PM CustomerKrishna Kumar Rajendran
reboot system now,
6:45:16 PM AgentCatalina R.
Please select REBOOT SYSTEM NOW and wait until the phone boots up.
6:45:25 PM CustomerKrishna Kumar Rajendran
ok
6:47:56 PM CustomerKrishna Kumar Rajendran
its booting up
6:48:46 PM AgentCatalina R.
Perfect, please verify if the same situation persists.
6:49:53 PM CustomerKrishna Kumar Rajendran
ok. will let you know
6:50:01 PM AgentCatalina R.
Thank you.
6:53:15 PM CustomerKrishna Kumar Rajendran
still same issue
6:54:46 PM AgentCatalina R.
http://www.htc.com/us/go/buy-nexus-9/
6:55:02 PM AgentCatalina R.
I apologize Krishna that was not for you, I am sorry.
6:55:05 PM CustomerKrishna Kumar Rajendran
lol
6:55:16 PM CustomerKrishna Kumar Rajendran
i thought you were asking me to buy another one
6:55:38 PM AgentCatalina R.
But in case you want to check our new tablet, there is the link. :D
6:56:04 PM CustomerKrishna Kumar Rajendran
ha ha.. lets first get my phone working.. we'll get that tablet another time
6:56:53 PM AgentCatalina R.
Of course, I apologize for that.
6:57:05 PM CustomerKrishna Kumar Rajendran
thats fine
6:57:13 PM AgentCatalina R.
In this case we will need to start with the repair process, since the factory reset did not solve the situation, probably is a hardware issue.
6:57:32 PM CustomerKrishna Kumar Rajendran
ok.. how do we do that?
6:58:28 PM AgentCatalina R.
Let me ask you is AT&T your current service provider?
6:58:31 PM CustomerKrishna Kumar Rajendran
yes
6:58:53 PM AgentCatalina R.
Thank you, and when did you purchased your phone?
6:58:58 PM CustomerKrishna Kumar Rajendran
let me check
6:59:39 PM AgentCatalina R.
Sure!
7:00:25 PM CustomerKrishna Kumar Rajendran
i bought it on amazon on October 3rd
7:02:44 PM AgentCatalina R.
From this year? Or last year?
7:02:53 PM CustomerKrishna Kumar Rajendran
sorry. Oct 3rd 2013
7:04:09 PM AgentCatalina R.
DO not worry, well technically the device is already out of warranty, but we can try if you send a proof of purchase to check if we can get some time of authorization to start the process covered by the warranty.
7:04:36 PM CustomerKrishna Kumar Rajendran
sure.. will my order confirmation from amazon be sufficeient
7:04:43 PM CustomerKrishna Kumar Rajendran
sufficient?
7:05:10 PM AgentCatalina R.
The Proof of Purchase must display the following: Date of purchase, Amount of purchase, Payment method, IMEI/MEID/Serial Number. Along with this, you must also include your name, phone number, and the following ticket number: 214448001187.
7:07:30 PM CustomerKrishna Kumar Rajendran
i have all those details on the order confirmation page in amazon
7:08:56 PM AgentCatalina R.
Great, in this case you will need to send the receipt or proof of purchase via fax at: 855-567-6228 or via email at: [email protected]
7:09:19 PM CustomerKrishna Kumar Rajendran
ok.. i can send it out via email
7:09:26 PM AgentCatalina R.
After you send the proof of purchase you will need to contact us within the next 24 hours so we can verify what did the higher department decide about it.
7:10:00 PM CustomerKrishna Kumar Rajendran
ok.. i will do that
7:10:34 PM CustomerKrishna Kumar Rajendran
is there anything else that i should do?
7:10:37 PM AgentCatalina R.
Perfect Krishna, is there anything else that I can assist you with?
7:10:48 PM CustomerKrishna Kumar Rajendran
will there be any charge associated with this?
7:10:52 PM AgentCatalina R.
For now no, we will need to wait.
7:11:27 PM AgentCatalina R.
No, only in case the higher department does not approve the proof of purchase, if you want we can start with the repair process not covered by the warranty.
7:12:17 PM CustomerKrishna Kumar Rajendran
that is fine.. we will see what happens once i have provided you guys with all the details
7:12:57 PM AgentCatalina R.
Perfect, hope everything works out the best way for you.
7:13:16 PM CustomerKrishna Kumar Rajendran
sure.. thanks a bunch for your time Catalina...
7:14:22 PM AgentCatalina R.
You are very welcome! Was a pleasure assisting you!
7:14:27 PM AgentCatalina R.
After you close this chat there will be a short survey screen asking about your experience here today. If you have the time, please check that out and tell us how we did. Your feedback is always highly appreciated! Thanks for choosing HTC, and have a wonderful evening!
7:14:57 PM CustomerKrishna Kumar Rajendran
sure.. will do.. good evening to you too
7:15:08 PM AgentCatalina R.
Thank you!
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Session ID: 270635