Sprint / Google Voice integration has major issues, major loss of support

Have you ever tried Sprint’s new Google Voice integration ? We all know loads of our readers have — and lots of of them have had problems, writing in to us to precise their displeasure. We started investigating and located a hoard of complaints, and the deeper we looked, the more issues we found. To make matters worse, Sprint has instructed its representatives to refer all Google Voice -related inquiries to the Google Voice Forum, which for reasons that frustrate us up to you, Google itself seems to have forgotten exists. Join us for a whole investigation into the failings, including voicemail security holes, accounts accidentally crippled by Sprint , and calls overseas that’ll leave you swimming in usage fees.

Crippled Accounts

Numerous users are unable to activate the service to start with, but folks that can are running right into a rather significant, yet straightforward Sprint issue that has yet to locate a resolution. Account holders are finding that their GV service is suddenly deactivated at the Sprint end of factors, which sends their Google Voice accounts into the electronic equivalent of purgatory. After a lengthy discussion with a refreshingly thorough Sprint representative, we discovered that a special code — GGLVOICE — is added to a Sprint account when Google activates the service. Simultaneously, Sprint’s code for its own voicemail service is removed, since a phone number clearly can’t send calls to multiple boxes. However, when someone makes a huge change to an account (inclusive of a rate plan adjustment), the Sprint voicemail code is re-added, prompting the rep to take away one of the vital codes. Apparently, many are unfamiliar with Google Voice, and decide to take away the GGLVOICE code as opposed to the Sprint voicemail code, which they see day-to-day. Once the code is removed, however, it can’t be restored manually, and integration can not be deactivated in Google Voice.

In consequence, calls to a user’s Sprint number aren’t any longer routed through GV, and are instead sent on to the telephone, rendering the Google account useless. If the caller happens to even be using Google Voice, however, then texts and calls are just sent to the Google account, as they’re processed without leaving Google’s servers, that are unaware that Sprint had accidentally deactivated the account in question. There’s nothing you are able to do to repair this issue if Sprint accidentally clears your code, however the carrier clearly should update its systems (and correctly inform its reps), only allowing the GGLVOICE code to be removed when deactivated through Google.

Activation Issues

Many users are unable to activate GV within the first place, receiving an error message with each attempt. Google has confirmed with us that Nextel phones, PowerSource phones, at the side of any phone on a company or prepaid account are ineligible for integration. The restriction appears to increase to private accounts that receive corporate and education discounts, however, which shouldn’t be the case. We’ve received dozens of emails from affected customers with discounts starting from 6 to 23 percent that they received after registering a company email address with Sprint. These accounts shouldn’t be affected, as they’re registered to individuals. Sprint has confirmed that consumers with corporate discounts on an individual account must be capable of activate their accounts “once possible.” Google’s standard message of “Unfortunately, Google Voice can’t be enabled in this Sprint phone” provides little help to these individuals.

Ghost Voicemail

If you have ever wondered if voicemail accounts granted automatic management-level access in line with phone number alone, we finally have your proof. One reader, Bill, successfully integrated his Sprint and GV accounts, but decided to revert back to his old Google Voice number after hearing about other users’ experiences. We aren’t surprised to listen to that did not go per plan. Rather than reverting back to his old number, Google responded with a message saying that there has been an error along with his request. However the service was deactivated on Sprint’s end (his account now lacks the GGLVOICE code, too). Now, calls to his Sprint number are routed to his Sprint phone, bypassing Google entirely. When he places calls using Google’s web app, however, his Sprint phone never rings, however the call does pass through.

Rather than connecting to his phone, those at the other end are linked on to his Sprint voicemail, but are dropped at the management side as though they’ve dialed from his phone, capable of hearken to messages and alter settings. We had Bill give us a choice to ensure this bizarre bug, and surely enough, we found ourselves ready to take heed to his messages, and alter his greeting (though we instead disconnected just a few seconds later, as promised). This happens because Google Voice continues to be spoofing his Sprint number, and Sprint is connecting the decision on to voicemail, as though Bill were dialing his phone number from his own phone. In spite of why it happens, it certainly shouldn’t, and users with sensitive messages should proceed with extreme caution.

International Calls

One of the crucial significant incentives to integrating your phone with Google Voice is that you will be making international calls through Google, making the most of its rates , that are much less than Sprint’s. Now and again, integration appears to finish successfully, but calls from the Sprint phone aren’t routed through Google Voice. When this occurs, international calls (like every other calls) are connected by Sprint, leading to high usage fees. After dialing, it is best to hear a message from Google announcing the per-minute call rate, before you’re connected. In case you don’t hear this message, hang up and ensure that your account is correctly configured.

Wrap-Up

Google and Sprint clearly have their work cut out for them, but to Sprint’s credit, customer support representatives that we spoke to did their best to investigate the location and supply any assistance that they may. Unfortunately, the result’s always the identical — reps at every level redirect callers to the Google Voice Forum, instead of an email or telephone support line.

It seems that Sprint does truly know the way to get in contact with Google, not less than on the executive level. We received a joint response, sent from representatives of both companies. Surprisingly, their official position is that buyers with Sprint-related Google Voice questions should contact Sprint directly. From our experience, Sprint representatives will then refer customers to Google, in order that suggestion couldn’t be less helpful. Unfortunately, there is no word on once we can expect these bugs to be resolved. Meanwhile, it goes without saying so that you can avoid activating Google Voice to your Sprint phone, unless the mobile gods have blessed you with multiple devices — otherwise you really don’t care about having the ability to use your phone to really make calls.

[Thanks, Brett, Bill, and everybody else who sent this in]

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This post is tagged: electronic equivalent, security holes, sprint representative, voice integration, voicemail service