Database Users

Sprint service center cannot downgrade your phone

Well after a little discussion yesturday in the root thread about whether or not sprint can downgrade your phone after the 2.1 update I went ahead and called them and they said that it could be done. I actually called first to the sprint service center and they said it could be done. So I went down there today and talked in person to the tech and he told me that it can't be done. So wasted an hour case closed

just a thought, but if the guys here havent figured out how to downgrade hboot, what makes anyone think that sprint would be able to?

wtphoto said:
just a thought, but if the guys here havent figured out how to downgrade hboot, what makes anyone think that sprint would be able to?
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They have the source, and release keys. They can do whatever they want like make you wait six months for a very terrible update just to make you buy a new phone and then blame it on the hardware the same hardware that's going into the mytouch slide which will be running froyo. But the consumers don't know any better so they just buy a new phone

I have been there, the told me it can't be done so i made radioshack give me a new phone since i really wasn't happy with the 2.1

iliapiano said:
I have been there, the told me it can't be done so i made radioshack give me a new phone since i really wasn't happy with the 2.1
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If I wasn't giving it to my girlfriend tomorrow then I would send it to them and have them "fix it" or give me a new one I still got the box they sent me but i figure its not worth the hassle I still got one with root.

thatguythatdid said:
They have the source, and release keys. They can do whatever they want like make you wait six months for a very terrible update just to make you buy a new phone and then blame it on the hardware the same hardware that's going into the mytouch slide which will be running froyo. But the consumers don't know any better so they just buy a new phone
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Whats wrong with the update, other than it can't be rooted??? Its faster and smoother than 1.5, plus it has weather animations, etc...Whats so terrible??? I think the only ones that aren't happy are the ones who updated to the RUU without finding out what it would do IE: not rootable and those who had their phones replaced and got the new RUU without the ability to root......Since 99% of users don't root, Most won't really care...............

chfields said:
Whats wrong with the update, other than it can't be rooted??? Its faster and smoother than 1.5, plus it has weather animations, etc...Whats so terrible??? I think the only ones that aren't happy are the ones who updated to the RUU without finding out what it would do IE: not rootable and those who had their phones replaced and got the new RUU without the ability to root......Since 99% of users don't root, Most won't really care...............
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I can't stand the goddamn weather animations. Makes my phone unresponsive to touch when it first wakes up, and I can't figure out how to turn them off.

delete the clock widget, and when you add it again, after choosing clock style then city, it gives you the option to check full screen animations, just uncheck it.

danaff37 said:
delete the clock widget, and when you add it again, after choosing clock style then city, it gives you the option to check full screen animations, just uncheck it.
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HUZZAH!!!!

abcdfv said:
I can't stand the goddamn weather animations. Makes my phone unresponsive to touch when it first wakes up, and I can't figure out how to turn them off.
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Yeah I'm not a fan of them either would rather have live wallpapers. "Oh my god it's gonna be cloudy and I know cuz clouds just rolled across my screen" . Yeah ridiculous.
On another note I
cheffields said:
Whats wrong with the update, other than it can't be rooted??? Its faster and smoother than 1.5, plus it has weather animations, etc...Whats so terrible??? I think the only ones that aren't happy are the ones who updated to the RUU without finding out what it would do IE: not rootable and those who had their phones replaced and got the new RUU without the ability to root......Since 99% of users don't root, Most won't really care...............
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So much I can say but I just llike to have the option of taking and removing what I like (Hate sprint nascar) personalizing icons and so fourth a2sd.......... I could go on but really froyo and gingerbread is all I really need to say

thatguythatdid said:
Yeah I'm not a fan of them either would rather have live wallpapers. "Oh my god it's gonna be cloudy and I know cuz clouds just rolled across my screen" . Yeah ridiculous.
On another note I So much I can say but I just llike to have the option of taking and removing what I like (Hate sprint nascar) personalizing icons and so fourth a2sd.......... I could go on but really froyo and gingerbread is all I really need to say
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Basically what the other guy said, u not being able to root is the reason ur throwing a tantrum. Nothing is wrong with the update but the ability to do something that its normally forbidden.

I'll just throw in an "I told ya so"

Well I want to downgrade because the damn Bluetooth won't work with 2. 1
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thedro said:
Well I want to downgrade because the damn Bluetooth won't work with 2. 1
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Neither does 87 gas in a racecar. Look for one thats compatible

Hmm I guess I should buy a new car then since it is integrated into my 2008 prius. Thanks.
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thedro said:
Hmm I guess I should buy a new car then since it is integrated into my 2008 prius. Thanks.
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hahah, wow.

thedro said:
Hmm I guess I should buy a new car then since it is integrated into my 2008 prius. Thanks.
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Then u r sol my friend. Maybe a fix will come up if u ever get to root ur phone

DirtyShroomz said:
Then u r sol my friend. Maybe a fix will come up if u ever get to root ur phone
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First you post about wanting something that's normally forbidden...aka ROOT !
Then you just post and tell him "Maybe a fix will come up if u ever get to root ur phone "
So what is it?....... you like root or it disgusts you? Can't have it both ways.
And the ability to USE bluetooth with a new phone, either rooted or NORMALLY the way it should be is EXPECTED when we pay for them.
But I'm sure the guy welcomes your SOL attitude......

bubbacs1 said:
First you post about wanting something that's normally forbidden...aka ROOT !
Then you just post and tell him "Maybe a fix will come up if u ever get to root ur phone "
So what is it?....... you like root or it disgusts you? Can't have it both ways.
And the ability to USE bluetooth with a new phone, either rooted or NORMALLY the way it should be is EXPECTED when we pay for them.
But I'm sure the guy welcomes your SOL attitude......
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My phones rooted buddy. I'm talking about the OP complaining because he says 2.1 sucks because he can't do functions that root allow him to do. Reading comprehension > u
As far as my attitude, nothing wrong with my attitude. Some things are NOT compatible with others, plain and simple. Doesn't matter what phone you pay for, it does not mean every bluetooth ever invented will be compatible with the phone. You pay for the phone service, and you have phone service. Your cars bluetooth doesn't work with it? Sorry, i'm sure HTC wasn't thinking PRIUS when they made 2.1.
As a worker for Sprint I hate coming to these forums and hearing people complain about things that have nothing to do with Sprint and then reading about how they can "cheat" Sprint or how disgusted they are with them when it's not even Sprint. Why am I disgusted you ask? Cause all the BS customers that constantly complain come to my department (retention). I don't care what ppl do with their stuff, but don't complain when it's not needed.

Okay first things first I have two phones one with root one without. So this issue is just something that got out of hand. Just gonna touch on some things:
DirtyShroomz said:
Basically what the other guy said, u not being able to root is the reason ur throwing a tantrum. Nothing is wrong with the update but the ability to do something that its normally forbidden.
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Actually I was quite calm when I wrote that. All I hear is blah blah blah. I like how you try to put yourself in a higher position than me by demeaning me and overexaggerating my statements to twist them into what you want people to think I meant.
regaw_leinad said:
I'll just throw in an "I told ya so"
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LOL thanks
DirtyShroomz said:
My phones rooted buddy. I'm talking about the OP complaining because he says 2.1 sucks because he can't do functions that root allow him to do. Reading comprehension > u
As far as my attitude, nothing wrong with my attitude. Some things are NOT compatible with others, plain and simple. Doesn't matter what phone you pay for, it does not mean every bluetooth ever invented will be compatible with the phone. You pay for the phone service, and you have phone service. Your cars bluetooth doesn't work with it? Sorry, i'm sure HTC wasn't thinking PRIUS when they made 2.1.
As a worker for Sprint I hate coming to these forums and hearing people complain about things that have nothing to do with Sprint and then reading about how they can "cheat" Sprint or how disgusted they are with them when it's not even Sprint. Why am I disgusted you ask? Cause all the BS customers that constantly complain come to my department (retention). I don't care what ppl do with their stuff, but don't complain when it's not needed.
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Okay the only reason that I posted this was to stop the conversation in the root section. Also to confirm that sprint service centers can't downgrade the bootloader. Second thing I want to touch on is when I did this there were no fake or harassing conversations with employees I was very polite. Why would I be a **** to people that I go out of my way to look for reasons to talk to? Them and tmobile reps. Also I bought phone insurance from radioshack and was promised everything under the sun and told the guy how finnicky I am about my phone and was straight up honest with him and things that were likely to happen to it. You know what he said, "it's okay there's ways around that kind of stuff to get it handled". Now I'm out 125 and I could get a new phone through their policy got the box sitting about three maybe four feet from me but I'm not gonna.
By the way sprint does suck. They aren't as bad as at&t. And before you say why not leave them. Because I can't right because for other reasons that our my business

[Q] DJ20 Baseband

This is my first post, but I have been a long term viewer. I am on my knees begging. I recently flashed and rooted my samsung showcase for cellular south. I really messed up and flashed the radio/baseband. I desperately need a stock baseband for the cellular south showcase. Their current baseband is S:i500:04K.DJ20. I talked to someone at the store and they have confirmed that this is the problem with my phone. Any help would be appreciated.

what modem did you flash? DL09? thats a no-no. ur probably screwed but idk what miracles adryn could do for u

Yeah. I flashed the DL09 radio. Major mess up. The phone will text and call, but won't get on internet. The cellular south guy said it was most likely the radio because when calling *228, it will only update the lock code, it will not retrieve the mdn and other stuff.

You're going to need to find the DJ20 modem file for your phone to be able to fix it. Good luck.

Yeah. Thats what I figured. I have been looking high and low today. I have search probably 300 sites looking for it. Thanks for the help guys.

whats up guys, im trying to help a buddy of mine with his fascinate. so without starting a new thread. can someone explain how the basebands work on the fascinate? it seems to me like its a lot more important when picking a ROM then it is on my DINC.

garrettgee2001 said:
Yeah. Thats what I figured. I have been looking high and low today. I have search probably 300 sites looking for it. Thanks for the help guys.
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You could brick your phone and then return it you the store (if you're under warranty still)
Sent from my SCH-I500 using XDA App

Powell730 said:
You could brick your phone and then return it you the store (if you're under warranty still)
Sent from my SCH-I500 using XDA App
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I believe what you are suggesting is considered fraud and is illegal.
A much less illegal option would be to make an insurance claim.
Sent from my SCH-I500 using XDA App

You tards, if you can't find the radio, Ship it back to Samsung and they will get you back to stock.... But just keep looking. Im sure it will show up somewhere. Good luck.
Sent from my SCH-I500 using XDA App

KenKeno said:
I believe what you are suggesting is considered fraud and is illegal.
A much less illegal option would be to make an insurance claim.
Sent from my SCH-I500 using XDA App
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And I believe you didn't see the "" wink which clearly means I'm joking. Please don't chastise me about the law because you have no idea who you're talking to
Sent from my SCH-I500 using XDA App

garrettgee2001 said:
This is my first post, but I have been a long term viewer. I am on my knees begging. I recently flashed and rooted my samsung showcase for cellular south. I really messed up and flashed the radio/baseband. I desperately need a stock baseband for the cellular south showcase. Their current baseband is S:i500:04K.DJ20. I talked to someone at the store and they have confirmed that this is the problem with my phone. Any help would be appreciated.
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Here is Samsung's Official Open source page. http://opensource.samsung.com/
If you can get someone to look into it, i don't know if the baseband is included in the source code or not. I would think thats carrier based?? I don't know... by the way, this information will be no good in your hands... you need to find the source code for your phone (which is still sch-i500 I think just find the right carrier, about half way down the mobile open source page) and give it to someone that can pick it apart.

EDIT: I removed my original post to avoid unneeded conflict..

i have a link for you that is more specific, i would download zip on your computer and see what is in it first, possibly a radio/modem?? maybe idk.. but heres the link.. might get you one step closer. Hope this helps.
You have to accept and possibly register to download it but may be worth 5 minutes in your case.
http://opensource.samsung.com/reception/reception_main.do?method=reception_modal

You could maybe try asking in this thread, where there are other Showcase users to talk to. Hopefully somebody there can help.
http://forum.xda-developers.com/showthread.php?t=860250

KenKeno said:
I believe what you are suggesting is considered fraud and is illegal.
A much less illegal option would be to make an insurance claim.
Sent from my SCH-I500 using XDA App
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Actually that is called insurance fraud. That is illegal as well. Insurance is for accidental breakage like dropping or water damage. Not for flashing the wrong baseband.
Sent from my DROIDX using XDA App

Thread moved to General.

Thank you all for the ideas. Am looking into it now. Hopefully one of these will work. I will post back with more info later.

ivorycruncher said:
You could maybe try asking in this thread, where there are other Showcase users to talk to. Hopefully somebody there can help.
http://forum.xda-developers.com/showthread.php?t=860250
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I did actually flash the mesmerize to my phone as a last ditch effort the other day. It did not brick it, and the radio was similar to the stock one. It allowed me to *228 and it downloaded the mdn, but still no go on the internet. Call and text work, which is a plus. I am going to get into qpst and pull the settings from my hero. My showcase is only a week old...

Now that I think about it, if calling and texting work, shouldn't everything else? Could one of the settings in the prl or some other file (##DATA#) be incorrect?

For those returning rooted phones...

I have given Sprint my phone to repair a blown speaker, and also gave Best Buy my phone for a couple days.
Both times phone was rooted, to Sprint it had a stock looking rom with superusers though etc, they didn't say anything.
Gave phone to Best Buy, with a Sense 3.0 rom on it, she even mentioned "This looks like my Evo3d" and i told her I was rooted and was running a sense3.0 rom etc etc and she was all "cool."
however i got my phone back from both places and they were refurbs and i obviously lost my roots.
Most recently I got my refurb phone with the 2.3 OTA so no root anymores.
I guess it depends on who you return it to, but on both of my occasions, both for the same reason, even at about the same time span...they didn't say anything negative or 'sorry we can't help you' etc.
Just bored on xda..no root is driving me nuts.

http://forum.xda-developers.com/showpost.php?p=15508256&postcount=104

mattykinsx said:
http://forum.xda-developers.com/showpost.php?p=15508256&postcount=104
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wow, with all the QQ from them posting in that....you'd think 3/4 of their customers walk in with rooted phones...
i have the feeling a VAST MAJORITY of Sprint phone owners are not rooted...am i wrong?

mattykinsx said:
http://forum.xda-developers.com/showpost.php?p=15508256&postcount=104
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wow, that is quite the discovery... i have returned a rooted samsung moment to sprint before, and it was really messed up, stripped down custom rom and all, and they didnt ask questions. very very interesting...

mattykinsx said:
http://forum.xda-developers.com/showpost.php?p=15508256&postcount=104
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I tried opening the link inside the file, but it would not load for me.
What does it say in 20 words or less?

mattchew86 said:
I tried opening the link inside the file, but it would not load for me.
What does it say in 20 words or less?
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Rooted phone are covered under warranty and 100% OK by Sprint.

So, I wasted my time getting it back to stock to take it in for a blown speaker.
Awesome.
Thanks for the reply.

Sir Tony said:
Rooted phone are covered under warranty and 100% OK by Sprint.
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Proof?
Sent from my PC36100 using Tapatalk

LexLuger82 said:
Proof?
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....the link to the document posted?

My friends phone was rooted and sprint forced an upgrage. He has the Sprint Evo 4G. It was rooted with Evervolv v1.1.0b3 (2.3.4). the HTC white screen kept repeating itself. I used my SD card to try to get the upgrade to complete but when it got to the system upgrade the second part progress bar was in red. It would never upgrade. Has anyone else experienced this problem. I saw your OTA upgrage prevents you rooting and I found it on my EVO. I liked rooting but is it now impossible to do. Any information that will help would be highly appreciated.

Nrre said:
I have given Sprint my phone to repair a blown speaker, and also gave Best Buy my phone for a couple days.
Both times phone was rooted, to Sprint it had a stock looking rom with superusers though etc, they didn't say anything.
Gave phone to Best Buy, with a Sense 3.0 rom on it, she even mentioned "This looks like my Evo3d" and i told her I was rooted and was running a sense3.0 rom etc etc and she was all "cool."
however i got my phone back from both places and they were refurbs and i obviously lost my roots.
Most recently I got my refurb phone with the 2.3 OTA so no root anymores.
I guess it depends on who you return it to, but on both of my occasions, both for the same reason, even at about the same time span...they didn't say anything negative or 'sorry we can't help you' etc.
Just bored on xda..no root is driving me nuts.
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They swapped your phone for a blown speaker? They obviously didn't know what they were doing if that's all that was wrong with it. I'd suggest finding another service center.

Try to get a new phone.

Last week my wife and I went to a sprint store because her moment was having problems. The person there offered her a different phone but out of the list her phone was the best. I have read about people getting different phone by complaining about the epic and with all of its problem. I do have insurence on my phone. I was wondering what people think my chance of getting a differnt phone is? I have had it replaced once. I have been really happy with the dev community here and if samsung had programmers half as good as the ones here we would see ICS on our phone by the end of the year. Also does anyone know what the other phone options are available for a replacement for the epic?
Sent from my SPH-D700 using XDA App

Also not looking for an insurance fraud case to swap. Saw that with one of these threads before.
Sent from my SPH-D700 using XDA App

it depends on the manager at the time. when my samsung moment was going out(which has flash) non of the phones offered did. i begged, just poked my head in 3 times a week to see if they chagned the list. i know i bugged, but if i wanted no flash i would have stuck with my treo 755p.
in short it really depends who is there help you, if you complain, the squeaking wheel gets the oil first as my dad says.
i went from moment to transform btw

I know going in to the store means going back to stock. Does anyone know if I can do this over the phone with sprint?
Sent from my SPH-D700 using XDA App

epic 4g is great for me

Paris6906 said:
I know going in to the store means going back to stock. Does anyone know if I can do this over the phone with sprint?
Sent from my SPH-D700 using XDA App
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it will take some time but is possible eventually. How far from stock are you currently? If it's just rooted with a different launcher they won't care most likely.

tubasteve said:
it depends on the manager at the time. when my samsung moment was going out(which has flash) non of the phones offered did. i begged, just poked my head in 3 times a week to see if they chagned the list. i know i bugged, but if i wanted no flash i would have stuck with my treo 755p.
in short it really depends who is there help you, if you complain, the squeaking wheel gets the oil first as my dad says.
i went from moment to transform btw
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Click to collapse
Did adobe rewrite flash player to support the Samsung moment? I'm 100% sure that the moment's chipset does not support flash that's why I got an epic. But html5 works fine on the moment which I found out about 2 months ago.
but if flash does work can you post a link to where you got flash from? I searched on sdx and they all confirmed flash doesn't work.

If I remember correctly it will work, just not ideally. The jit compiler was not optimized for Flash support on Eclair, but it would function. This is all fuzzy, someone please correct me if necessary.

So why us Sprint detecting I'm in mikfroyo 4.62

Anyone know why when I tried to open a network support ticket they are detecting I'm on a mikfroyo rom. I changed Roms so many times the past 6months.. so what the hell is up with that:
They even said you have to be on a official Rom.. man how they detect this info is pretty funny. And how wrong it is.
But any way to fix that issue
Sent from my PC36100 using XDA App

Why do you think they would give you support when you voided your warranty by rooting and installing another ROM?
I mean seriously...

I don't need support. I do wish to inform them of their network problem here... If so I have 8 other people with Sprint who are official.. who can report the network problem aswell ... Why would I need support if my phone is perfectly fine. And besides the fact I'm not running the Rom they are indicating I am...
Sent from my PC36100 using XDA App

Again... think about it for a little bit. They don't know if you have 8 other people who are experiencing they same problem you are.
They're not going to waste their time with a problem that could be the result of a modded phone.

nemoid said:
Why do you think they would give you support when you voided your warranty by rooting and installing another ROM?
I mean seriously...
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Click to collapse
You only voided your warranty with HTC, not sprint. I've taken my rooted/S-OFF device many times and have talked to the store reps and they have no policy against rooted devices. There is stores that will give you a hassle just to be lazy, meanwhile other stores will ask you to simply flash back to stock to help narrow down issues caused by software or hardware.

Oh so a version from stock that just has apps removed that ate considered bloated. So that can be a phone error. Dude I've flashed many roms kernels and radios and its the network. I'm not after phone support. I don't need a warranty on my Damn phone but I pay them for service via their towers if they have issues with it then they should fix their network problems. I will pay insurion if I have phone issues its why I have them.
Sent from my PC36100 using XDA App

The guy just said to install a stock Rom and give him info. The guy was like okay 3rd party. You need to install stock . But he did agree there is probably a problem in the area.
Sent from my PC36100 using XDA App

ANyways the guy said I should keep stock until testing is done well. Im on a modified stock rom etc (testing this rom out). Anyways is there a way to show them my software/build number as stock or whatever to fool them when i re provision it to update their system?

nemoid said:
Again... think about it for a little bit. They don't know if you have 8 other people who are experiencing they same problem you are.
They're not going to waste their time with a problem that could be the result of a modded phone.
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Click to collapse
no they are not wasting their time providing CUSTOMER support to a paying CUSTOMER

How can Sprint finds out if your rooted with a custom Rom? Even they never saw the phone?
Sent from my PC36100 using XDA App

culua said:
How can Sprint finds out if your rooted with a custom Rom? Even they never saw the phone?
Sent from my PC36100 using XDA App
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I used to Run Mikfroyo but the thing is I don't know how they know I was on a custom rom. Maybe when provision your phone it sends that data. Now I'm On a different rom but i was unaware how he knew. The guy *PinkElmo* basically just said to go back to stock ROM for the duration of the testing (sounds like he not only not has a problem with it but sounds like he uses custom as wellXD).
I'm still puzzled as to how they found out...

I also currently using mikfroyo 4.61. But I didn't start rooting after a month signing up.
Sent from my PC36100 using XDA App

culua said:
I also currently using mikfroyo 4.61. But I didn't start rooting after a month signing up.
Sent from my PC36100 using XDA App
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I had to provision a few months back though... But It Got me wondering. I have been downloading a stock rom at 199mb it should take roughly 2-8 hours on the Sprints NOW DialUp Network

Sprint has a program called OMA-DM. This program has all the information from the status section of your device. When I worked for sprint we would have customers update their data profile, this would send the information to the tool. The rep can then see what rom you are on. However this did not work on AOSP roms since they do not update the profile.
If you want to fool sprint update your profile under a stock unmodified rom, then flash to AOSP, the info for the sense rom would be still in the system.
Furthermore they can see if you have updated the profile, so if you tell them that you did they will be able to see if you actually did or not.. They are also able to view all the transactions with dates and times between your phone and the tool.
My advise to you is to suck it up and run the official rom until the testing is over, usually about a week.
Also sprint has no control over a custom rom, so they automatically have you update profile and firmware to the current version to ensure that the phone is working to their standards and things that they have control over.
TL;DR - Quit complaining and use a stock rom so sprint can do their testing.

The complaining in this thread has me puzzled. Run a stock Tom for them to test, reinstall favorite Tom when done...

Pao23 said:
The complaining in this thread has me puzzled. Run a stock Tom for them to test, reinstall favorite Tom when done...
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is your favorite "Tom" a "Tom Collins"? hahaha, sorry. i had to.

Thanks and for data profile. Just the one under updates? If so it would have shown mikg if clean rom I got a download of stock and was going to flash it when i can before Tuesday since Monday is a holiday...
Thanks for informing me how they detect what Rom your on.
Sent from my PC36100 using XDA App

I imagine sprint can know quite a bit about your phone. When I had my diamond, (or maybe it was my Evo, I forget) something wasn't working right. I got on the phone with a tech, and he proceeded to to operate my phone while I was holding my phone. I could see the screen clicks, and him going from one menu to another, operating my phone remotely. Blew me away.
As for the monitoring SW mentioned earlier in this thread, does it read build prop values? Cuz I'm guessing that's how they get your device info.
Lastly, post 2 and 3 about not expecting sprint to work on/assess your rooted phone. BS. Sprint has given mixed signals about this. I know there have been internal memos released stating they now will honor rooted phones. I think lazyness is the culprit when a comes to CSRs or techs rejecting for root. I've always taken in my rooted phone and put a stockish rom on it first, when I have a hardware problem (blown speaker, broken screen, etc.)
sent from xda app on drews ics

cmsjr123 said:
Thanks and for data profile. Just the one under updates? If so it would have shown mikg if clean rom I got a download of stock and was going to flash it when i can before Tuesday since Monday is a holiday...
Thanks for informing me how they detect what Rom your on.
Sent from my PC36100 using XDA App
Click to expand...
Click to collapse
Yes the one under the updates.
scottspa74 said:
I imagine sprint can know quite a bit about your phone. When I had my diamond, (or maybe it was my Evo, I forget) something wasn't working right. I got on the phone with a tech, and he proceeded to to operate my phone while I was holding my phone. I could see the screen clicks, and him going from one menu to another, operating my phone remotely. Blew me away.
As for the monitoring SW mentioned earlier in this thread, does it read build prop values? Cuz I'm guessing that's how they get your device info.
Lastly, post 2 and 3 about not expecting sprint to work on/assess your rooted phone. BS. Sprint has given mixed signals about this. I know there have been internal memos released stating they now will honor rooted phones. I think lazyness is the culprit when a comes to CSRs or techs rejecting for root. I've always taken in my rooted phone and put a stockish rom on it first, when I have a hardware problem (blown speaker, broken screen, etc.)
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They used an application call LogMeIn Rescue. It gives them the ability to remotely view/control a pc, windows or blackberry phone. Its actually a lot easier to do it for a customer more often then trying to walk them through it.
Yes the information displayed in the about phone section is stored in the build.prop.
As for the software; software plays a factor in how the device operates and communicates with the network. Sprint has designed the stock software on their devices to their standards. They know their software and how it works. Now take a custom rom, one that has be frankenstined together. How do you expect a company to properly troubleshoot and diagnose a problem that could very well be related to the customer software?
I totally agree with the laziness part on the Tech Reps, after working with the company for several years, Id have to say most of the reps were less educated or technically minded about the device that they were working with. I could not tell you how many times I would hear customers complain about the Tech Reps.
Going to a hardware issue, Custom software would not break the screen, blow a speaker, or otherwise cause physical damage to the device (with the exception of a battery). So these should have no effect on hardware warranty's or exchanges.