I bought Motorola Moto X 4 phone on Amazon. It's unlocked and listed as compatible with Sprint. The Sprint BYOD page shows the X4 as compatible, Motorola said it should work, Amazon says it should work, but no one at Sprint has been able to get this IMEI to work. I even ordered another brand new phone from Amazon and this new IMEI is also showing an error on the Bring Your Own Device tool.We tried a DLN at the store that didn't work. I was escalated to a supervisor on Customer Care Support twice and no one knows what to do. Everyone acknowledges it should work, but I can get a clear answer on what to do next.My latest 3 hour visit to a sprint store led to a supervisor on the phone (the store rep told me the customer care support has higher authority) saying they will send an email on my behalf to manually add an ESN, but I was told it may not work and that I won't know for 3-5 days.
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I was also told there is no way for me to contact them back and get an update on the process.Is this normal? I see posts with similar issues when the Moto X Pure was released and compatible with Sprint. What else can I do?.
My phone is finally working. I just got off the phone with Tech Support. No one called me to confirm the ClickIt ticket was submitted or escalated. But when I called for a follow-up, they tried it once again and while I was waiting, the call dropped. After rebooting both phones, my old phone no longer works and the new X4 is activated and getting LTE.If you are stuck trying to activate an unlocked device that should be compatible with Sprint, try getting Tech Support on the line and work your way up from there. No resolution yet, but I think I'm close after a full week of calls, visits to stores and learning about the Sprint network. I've called and now spoken to a supervisor at every department.
Last night I was finally connected to someone that has heard and fixed this issue on Motorola devices sold outside of Motorola. I got to him by starting in the regular call care, then getting transferred to technical support, then getting bumped to a supervisor their who tried very hard to dissuade me from asking to get bumped up once more. But after asking repeatedly he finally transferred me to somewhere called customer resolution.
A person at that department knew right away what to do. He said he has done this before on what he called 'special edition' phones that don't come directly from Motorola. Note: Sprint's system does not use IMEIs, it uses the device MEID.
This is usually the IMEI without the last digit. If you are encountering an error when trying to use an IMEI, remove the last digit.
This is the basis of a lot of 'errors' people seem to be getting. There is no error. You're trying to use the wrong device identifier. An IMEI is 15 digits long, but an MEID is only 14 digits.Have questions on phone compatibility or bringing your current phone to Sprint? See Sprint's page for a list of eligible devices and for how to purchase a SIM kit.
For certain devices, you may have to request your ESN be added via DNA2 at a Retail Store. Also see the.Note, you will not experience full speeds/coverage when using devices which lack full LTE Band support, Carrier Aggregation support or HPUE support on Sprint. For reference, Sprint utilizes LTE Bands 25, 26, and 41.Do you have a new compatible device you want to swap to?.The App is available for and for. Report speed/coverage issues and manage your account.I am a bot, and this action was performed automatically. Please if you have any questions or concerns.