Lately I’ve been getting weird error messages when trying to text to the shortcode of a local radio station. Since my messages were trivial feedback or text requests, I wasn’t really all that concerned… and there other ways to get a hold of the DJ’s. Out of curiosity, I forwarded the error message to my phone, and then emailed it to a local radio personality… and we discovered an oddity amongst ourselves. I decided to pop it into an email or two or three to Sprint, as I have acquired many customer service email addresses over the years.
Thanks to Dave again for editing help on the email to Sprint. I get excited with this stuff, and it’s damn-near impossible to proofread your own work with any sort of clarity or efficiency.
Reads how the story unfolds below, DJ’s identity protected by request.
From: Eric Carroll me@myemailaddre.ss
To: customer.servicenet@mail.sprint.com
Sent: Thu, December 3, 2009 8:35:30 AM
Subject: Error Msg 1051 & Shortcode [shortcode] – ???Hello Old Friends at Sprint Customer Service,
I have had several interactions with Sprint customer service before, and they usually go like this or like this. So, please pardon me if I sound confoundedly abrupt, direct, or belligerent. I will try to be as direct & concise as possible in describing this error, which may have an effect on a great number of customers.
The following is an email exchange that I had with a local radio personality today after emailing him out of frustration that every time I text to the number pimped out over the air, I get some sort of error message. Full contents of that message below…
From: Me me@myemailaddre.ss
Sent: Wed 12/2/2009
To: [DJ] DJ@station.com
Subject: [shortcode]?Every time I try to text you guys from my phone at [shortcode], I keep getting this message…—– Forwarded Message —-
From: ##########@messaging.sprintpcs.comTo: me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject:Fwd:
From: 9230
Sent: Dec 2 1:24pm
Msg: The shortcode you are attempting to use has expired and is no longer a valid short code.
Msg 1051By the way, I dug the Flyleaf!
-E.
From: [DJ] DJ@station.com
To: Me me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject: RE: [shortcode]?really???? that is weird, got about a hundred txts for the pick today…[DJ]
[station]-fm Pittsburgh
http://www.station.com/pages/dj.html
From: Me me@myemailaddre.ss
Sent: Wed 12/2/2009
To: [DJ]
Subject: Re: [shortcode]?Sprint is the devil incarnate, so it comes as no surprise, must be their issue. Or I’m persistently fat-fingering the wrong number… Ha ha ha.
-E.
.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI
From: [DJ] DJ@station.com
To: Me me@myemailaddre.ss
Sent: Wed, December 2, 2009
Subject: RE: [shortcode]?of the last 50 txts or so, not one is from Sprint..[DJ]
[station]-fm Pittsburgh
http://www.station.com/pages/dj.htmlPlease pardon the “devil incarnate” crack, but again, I refer you to this and this… and I only wish I had saved my correspondence about splitting my phone from another plan years & years ago that was mired with “network issues” and a lack of any real solutions until I elevated it to a level where it trickled down to a regional manager to handle.
As you can see, any and all text messages to [shortcode] for their text requests, feedback on “[show segment]”, or general harassment of the DJ’s, may not be going through on the Sprint network. I checked my phone dialing skills, and my fingers are indeed functioning properly. [DJ]’s comment “of the last 50 txts or so, not one is from Sprint” ought to concern you, or at least throw up the proverbial red flag if you will. How [DJ] comes to this conclusion, I know not, but he is a seemingly intelligent person, and who am I to question his knowledge and authority on the subject? Would you dare question him?
It seems odd to me that a shortcode would expire for one network, and not any others. Again, I know nothing of cell phone and data networks and their mysterious inter-workings… I’m just making a guess based on the evidence presented to me.
If the issue is a network problem, I felt that you might like to be notified, so this is that. If the problem is simply with my phone or plan, I’d like the issue resolved as soon as possible.
Thank you in advance for your time, I hope to hear from you soon… and I really hope it’s not an automated response. I hate automated responses with the line “please do not reply to this email”. Seriously. Who wants to read that? I would rather read… “If you don’t have a response from us within X# business days, please contact blah-blah@bowdownto.sprint.gov” or something like that. And please, please, please… do not ask me to call any automated numbers… or provide my phone number to “discuss the issue”. I don’t want to discuss the issue. This is why I took the time to construct a thoughtfully worded and calculated email.
Inquisitively,
-Eric
Heh. I really wish I had that 1st set of Sprint correspondence somewhere. It was highly entertaining. At any rate, got a few responses today already. I’m amazed at the degree of difference.
From: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 8:40:38 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???May be associated with this issue. We are currently working on this.
Thank you to all of you who helped our customers report this, and for those of you who sent these up to me. This was posted yesterday, please let your customers know Sprint is engaged with our roaming partners to resolve this issue as soon as possible. No ETR at current.
Thanks,
BB
Roaming SMS Text Messaging Issue
As of 11/24/09, Sprint CDMA customers nationwide are experiencing problems when sending and receiving SMS Text Messages on some roaming networks.Details:
· Customers may get an “error 3” message when SMS Text Messages are sent.
· Voice and data roaming is not impacted.
· Sprint is aware of the problem and working with their roaming partner to determine root cause.
· No resolution time has been determined.
· Updates will follow when available.
Actions:
If a customer contacts you about problems sending or receiving text messages while roaming:
· Apologize for the inconvenience and let them know that Sprint is aware of the problem and working as quickly as possible to resolve it, however there is no resolution at this time.
Do not enter a trouble ticket
So, basically, “It’s a network issue that technically isn’t our fault, we have no idea what we’re doing and no resolution at this time even though you pay us a ridiculous amount of money each month for service, sorry.”
From: Eric me@myemailaddre.ss
To: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
Sent: Thu, December 3, 2009 8:49:21 AM
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???
Hello Maria,
While I don’t believe that I’m in roaming when I send these texts, as I’m at work, on top of a large hill, not far from the city, and in an area where my reception & service seem to be consistently good… I can appreciate that this may be related to a larger-scale issue. Why would a roaming issue give me an error message about an expired shortcode?
Thank you for your time & almost instantaneous reply!
Impressed,
-Eric
.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI
Reasonable enough, no? On to the secondary reply…
From: “McDonald, Maria [CON]” maria.mcdonald@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 8:52:23 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???You’re welcome! I was online reviewing emails when I got your message. I believe it has to do with roaming partner agreements etc. While your phone will not tell you that you are roaming (it usually only alerts you while a voice call is made) it code be your location and the proximity to a roaming partner (usually Verizon) tower.
Try setting your phone to “Sprint only” in your roaming settings and see if it helps. May not change the error though but the company is aware of an issue with sms texting.
It’s Verizon’s fault? Verizon is SMS-blocking me and a local radio station? I can see by the icon on my phone that I’m not in roaming where I’m trying to text. Odd. This is a route we’re not getting anywhere with. Luckily, I have other replies…
From: “Belback, Sarah A [CON]” Sarah.Feather@sprint.com
To: Eric Carroll me@myemailaddre.ss
Sent: Thu, December 3, 2009 9:07:22 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???Eric,
Is your phone on roam when you are trying to text?
Sarah Belback
Store Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless
A more subtle approach, I take it? I’ll go with this then…
From: Eric me@myemailaddre.ss
Sent: Thursday, December 03, 2009 9:28 AM
To: Belback, Sarah A [CON]
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???Hello Sarah,
Thanks for the quick reply! I don’t believe I’m in roaming… I am not too far from the city, on top of a large hill, and in an industrial park when trying to text. I never have any reception rpoblems or roaming notificatons when I’m here at work… and the icon on my phone doesn’t indicate that I’m in roaming.
Thanks,
-Eric.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI
Regular Text
From: ” Belback, Sarah A [CON] ” Sarah.Feather@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 9:32:31 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???Ok. When did this start? What is the address where you are at? What is your wireless #?
Sarah Belback
Store Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless
Well, for starters, my wireless number is in the original email if you’re paying attention. It’s the 10 digits in front of the SMS email address. Dave and Kristin (my editing friends) would have a field day with the sentence ended by “at”. Oh, look! I did it again. Oh well, I needed to keep this one going…
From: Eric me@myemailaddre.ss
Sent: Thursday, December 03, 2009
To: Belback, Sarah A [CON]
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ???Hello again Sarah,
Noticed the error last week ignored it the first few times until I conversed with [DJ] at [station]. I’m in ________________ , PA _____ … my wireless # is ###-###-####.
Thanks!
-Eric
.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI
So, she tries to help again…
From: “Belback, Sarah A [CON]” Sarah.Feather@sprint.com
To: Eric me@myemailaddre.ss
Sent: Thu, December 3, 2009 10:48:17 AM
Subject: RE: Error Msg 1051 & Shortcode [shortcode] – ???
Ok. Thx! Can you bring your phone to the store so we can test it. If need be we may have to call tech support as well and I know I will need the phone present when we call.
Sarah Belback
Store Manager #985
114 Trinity Point Dr
Washington, PA 15301
724-250-1700 store
404-948-0699 fax
480-221-0101 wireless
Thx? Thx! OMG. WTF? BBQ!
Well, I have no idea why I have this store’s contact info, as it isn’t near me, or where I got the phone. So… I’m not about to go to that store for that reason. The other reason being that I tried to send a text to a shortcode multiple times, and got the same result multiple time. I described in details the problem I was having, and I even provided the exact text of the network error message, including a specific error code. “Error Msg 1051” is in the subject line of the email! [DJ] says that he hasn’t received any text messages from Sprint in the last 50 or so that he had received. It’s obviously not an error with just my phone.
At least Sarah accepts the fact that it may not be part of this larger blanket “Verizon text-blocking” issue.
I haven’t decided how to reply to this yet… as customer service at sprint seems to have time & time again locked me into an endless loop of email/call the #/come to the store/call the “special” #/go to the store/… Repeat ∞.
Which brings me to this gem…
From: “IDEN – Online@sprint.com” online@sprint.com
To: Eric me@myemailaddress.com
Sent: Thu, December 3, 2009 4:21:29 PM
Subject: Re: Error Msg 1051 & Shortcode [shortcode] – ??? (KMM65634876I15977L0KM)
Dear Eric,Thank you for contacting Sprint regarding message to a short code.
I understand that you are unable to send messages to the short code
[shortcode]. I apologize for the inconvenience you have experienced. To
resolve this issue, please contact a Technical Support specialist by
calling (888) 211-4727 and follow the prompts for technical support
assistance. In order to potentially test your Sprint handset, it is
important to call from another phone.Further, to protect your Sprint account from unauthorized access and
changes, it is important that we confirm your information.Please reply to this email and provide me with your:
1. First and last name
2. Email address
3. Wireless telephone number
4. Billing addressWe value your business and appreciate the opportunity to address your
concerns. Please reply to this email or visit Sprint.com/mysprint if we
can be of further assistance.Sincerely,
James P.
SprintHelpful Sprint Links:
Learn to pay & view your bill, check usage and more with our
“how to” videos: www.sprint.com/howtoReceive unprecedented value:
Analyze your plan: www.sprint.com/planfit
Try our individual, shared/family and push-to-talk plans:
www.sprint.com/simpleplansFind a Sprint store, email a question or make an appointment:
www.sprintstorelocator.comPreview cutting-edge devices that give you instant access to
what you want, fast:
Palm Pre & other Smartphones: www.sprint.com/smartphones
BlackBerry 8330i & other Push-to-Talk phones:
www.sprint.com/pushtotalkCheck out our network coverage: www.sprint.com/coverage
Live & breathe football with NFL Mobile Live: www.sprint.com/nfl
Original Message Follows:
————————
Wow, do I have several issues with this. Just wow. I think it warrants a bulleted list!
- “Thank you for contacting Sprint regarding message to a short code.”/“I understand that you are unable to send messages to the short code [shortcode].” – So, you did read my emai? Cool! Finally!
- “To resolve this issue, please contact a Technical Support specialist by calling (888) 211-4727 and follow the prompts for technical support assistance.” – So, you didn’t read my email? (Especially at the bottom where I said “And please, please, please… do not ask me to call any automated numbers… or provide my phone number to ‘discuss the issue’. I don’t want to discuss the issue. This is why I took the time to construct a thoughtfully worded and calculated email.”) Well, boo to you, my friends.
- “Further, to protect your Sprint account from unauthorized access and changes, it is important that we confirm your information.” – You goofy sons of… items 1 through 3 are all mentioned in the 1st email. It’s an email, so you have my address and first and last name… and again, the phone number was listed. So, I need to email you my billing address and call the 888 number that’s been programmed into my phone for the past 2 phones…? For what? To start the endless cycle noted above?
- “Please reply to this email or visit Sprint.com/mysprint if we can be of further assistance.” – I sent you this email for assistace in the first place. I don’t need further assistance… I need an actual occurance of assistance before I can request further assistance. In fact, I don’t even think I need assistance. I think you need the assistance with your network, and I think Verizon needs assistance in text-blocking you.
Wow. I’m not sure where to go form here… but you can see how this is a downward spiral of nonsensical steps in order to (I think) exhaust me to the point where I no longer care about the problem.
And, was that advertisement for themselves at the bottom of the tech support email? Really?
Maybe I should ask Verizon why they’re text-blocking me?
