Dealing with customer service
Q. I'm having a terrible time dealing with Verizon's customer service. This is about *288. Any advice?
A. From J.R. Snyder Jr.:
The writer doesn't state which option he is pressing on *228. After keying the digits the user has two options: pressing 1 to reprogram the phone, or pressing 2 to update its roaming capabilities.
Option 1 usually programs the phone with a changed telephone number.
Option 2 updates the PRL. As Mark van der Hoek has said previously, *228 updates the mobile's PRL, the Preferred Roaming List. That's a list of what channels and what operators the phone can use, and affects your ability to roam. If the PRL isn't right, you can have problems. Telling a customer to do a *228 has become a shortcut way for customer service to get you off the line.
It would be fair to say that most Customer Service Reps are pretty clueless. These are the people who answer the phone on Verizon's 611 or 800 numbers. They are not Tier 1 anything, not Technical Support anyway. Their objective is to get you off the line so they can sell, sell, sell. . ." continues here ---> (internal link)