
Today was supposed to be a big day for me and the five or six other nerds in Chicago who’ve been waiting for WiMax to drop. According to press releases and the internet at large, Sprint was supposed to finally flip the switch on their 4G network.
About six months ago, I bought a Sprint U300 USB modem. I was content with EV-DO but knew that WiMax would come to the Windy City soon. Up until today, every time I plugged it in and launched the connection manager app, it would say cute little things like “Turning on WiMax radio” and “Ready to connect to 4G”. You could even watch the signal strength fluctuate a little if you didn’t try to connect. Once you did actually attempt to connect though, it would fail, presumably locked out by a simple account restriction, and Rev A would kick in. I assumed that things would go a little bit differently today.
Well that didn’t happen. Now I can’t decide which I’m more pissed about, the fact that it doesn’t work or the astoundingly bad customer service I got when I tried call to see what was up. The first rep I talked to had absolutely no idea what WiMax was, let alone that the company he worked for offered it, and the “advanced tech support” rep I was transferred to didn’t either. WiMax, 4G, rollout in Chicago… nothing. I was speaking a language they clearly didn’t understand. At one point, after determining that I was using a laptop running Windows XP, I was asked if I had “3-pack”. Turns out she was talking about XP Service Pack 3. Even after the “Oh, you mean Service Pack 3? Yes, I’m running Windows XP with Service Pack 3″ clarification, she continued to call it 3-pack. So I gave up.
An hour later, I tried again and actually got someone who seemed to be roughly familiar with the difference between their ass and a hole in the ground. Tragically though, I was transferred to a fucking SPRINT SUBSCRIBER instead of the next level of tech support. No joke, I get a guys who’s like “Hello?” and I’m like “Hello? Is this Sprint customer service?” and he’s like “No, I have Sprint… but uh…”
When I was just about ready to really give up, I tried calling two retail stores in the city. I figured they would at least know that this monumental event took place in Chicago and would likely have heard, maybe second hand, from someone who had maybe successfully connected to this mysterious network today. But no, they hadn’t. One employee told me they didn’t sell “those types of products” and the next said they sold out of all their 4G modems today. And apparently no one tried it out! Astounding!
As I write, I’ve tried updating the SmartView application, updating the connection profile (whatever the fuck that is) and have changed every setting at least twice. I’ve attempted connecting from downtown and my apartment in Humboldt Park and, still, nothing.
Has anyone in Chicago had a different experience?
Update: After a software update, patching, cetificate downloads, and two more customer service reps, my U300 still refuses to do business in 4G Land.
Update #2: The consensus from a seemingly knowledgeable rep is that my device was never “properly registered with the network”. It’s a network issue, not a device issue, or so they say. I have a ticket open with an expected resolution time of 36 hours.
Even if this little snafu hadn’t happened, it should be noted that the latest version of SmartView and the Certificate Update Tool both need to be downloaded, available here:
http://www.nextel.com/en/software_downloads/mobile_broadband/sprint_u300.shtml
The SmartView app has “check for updates” option which failed to recognize that it was out of date.