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Device Protection
Wirefly Device Protection Plan by MDPA

Wirefly Learn » Resources » Device Protection

March 17th, 2010

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Device protection and insurance is no longer being offered through MDPA. Please click here for our current cell phone insurance details.

1 out of every 5 wireless devices in the US may be stolen or accidentally damaged this year.

Device Protection Service gives you hassle-free repair or replacement of your wireless device in case of damage or theft through the Mobile Device Protection Association (MDPA) with NO deductible. Need more information? Check out our Device Protection Service Frequently Asked Questions below.

Is Device Protection Service available in ALL states?

The Device Protection Service is offered in ALL states with the exception of the state of Washington. If a customer that resides in the state of Washington accidentally purchases Device Protection, MDPA will contact them directly and issue a full refund.

Who is providing the Device Protection Service?

The Device Protection Service is provided by the Mobile Device Protection Association, LLC (MDPA), PO Box 880428, Boca Raton, FL 33488 (800-654-5590). The MDPA has more than 23 years experience as a leader of wireless device protection services.

How long is my device covered by my Device Protection Service?

The Device Protection Service will cover the protected device thfrom the date of activation to the end of the term. You have the option of extending your membership after each term. Failure to renew your protection before the term ends will terminate your coverage.

What is covered by Device Protection Service?

The entire covered device, original electronic accessories and batteries provided within the manufacturer’s box are covered for repair or replacement with no deductable. Each protected device is covered up to the replacement value (the limit of liability) for accidental damage, theft, or malfunction. If a covered item is not available for replacement, you will be offered a model of similar value.

What is the replacement value of a device with Device Protection Service?

Your replacement wireless device will be based on the replacement (“retail”) value of the covered device without a new line of service activation. If the protected wireless device that you originally purchased is not available, you will be offered a device of similar value. Eligible devices are covered up to the limit of liability (retail price of the device without a service activation).

What is not covered by Device Protection Service?

The following are not covered by Device Protection Service:

- Negligent or unsecured loss or unexplained disappearance such as leaving your phone unattended or unsecured.
- Your SIM card and any additional optional accessories that you buy.
- The loss, real or perceived of data, time, financial opportunity, or any other consequence arising from the loss of the use of the wireless device.
- Normal wear and tear of the device.
- Dishonest or malicious acts by member.
- Cosmetic or non-functional damage such as marring, scratching, chipping.
- Liquid damage or loss in a body of water.
- Pervasive corrosion.
- Theft from any premises or vehicle when not reasonably secured (ex vehicle windows and doors must be closed and locked).

Are there exceptional cases for which phones and accessories are not covered?

Device Protection Service does not cover your wireless device when it is in transit either through postal or courier services. We suggest that you get insurance for your shipping package, in case you are transporting the phone through mail or courier service. Additionally, equipment is not covered for incidents occurring outside the United States and Canada.

How do I File a Request for Service (RFS)?

MDPA has streamlined this process so that, in most cases, an RFS can be made entirely online through their website (www.mobiledeviceprotection.com). Log in using your member number and mobile phone number (provided to you in your phone shipment). You will be guided through the simple process to arrange for repair or replacement of your device. All claims must include a reasonable incident explanation. In the event of a stolen device, a copy of your police report should be submitted with your RFS to avoid delay.

How long does it take to process a filed Request for Service (RFS)?

All RFS’ are processed within 24 hours of receipt (during regular business hours). Replacements are usually completed within 2-3 business days with repairs slightly longer. No loaner or replacement equipment is provided during this period.

When can my Request for Service (RFS) be rejected?

If MDPA deems that the RFS is fraudulent or that requests are not filed with sufficient documentation or any of the coverage exclusions listed in these FAQs apply, MDPA may reject the request or request additional documentation. All RFS’ must be filed within 30 days of incident. The online website of MDPA, www.mobiledeviceprotection.com will help to further explain the process and the Association.

What if I change my phone during my coverage period?

If you do change your covered device to a different device during the 12 month membership period, you must contact MDPA directly to update your records with your new device’s IMEI or ESN (unique serial number of each phone) in order to retain your Device Protection Service benefits.

Can I cancel my Wireless Device Protection Service membership, and can I get my money back?

You may cancel your Wireless Device Protection Service at any time as long as you have not placed a Request for Service (RFS). To do so, you must request the cancellation in writing to Mobile Device Protection Association, LLC, PO Box 880428, Boca Raton, FL 33488, Attn: Membership Processing, or email the request to customer.support@mobiledeviceprotection.com. MDPA will refund a pro-rata amount of your unused coverage period (annual protection plans only).

What if the service carrier does not approve me for wireless service or I cancel my order before my device ships?

Your Device Protection Service starts when your wireless device is activated. Therefore, if you order is cancelled before your device is activated your membership will not begin and you will not be billed.

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  3. Cell Phone Plan Special Features
  4. Cell Phone Plan Contract and Service Features

199 Responses to “Wirefly Device Protection Plan by MDPA”

  • I apparently had warranty service. I didn’t know it was going through another company, I thought it was supposed to be through my carrier so I put a stop on the charge because I did not recognize the title “CellStores” is so generic and my bank couldn’t give me another. Of course I find out today (after the phone breaks) that the charges were for the warranty on the phone. It was only cancelled 2 weeks ago. Is there any way to pick that back up so I can get my phone fixed?

    • James, sorry for the delay in answering. Unfortunately, MDPA can’t be re-instated. Once you dropped it, it’s gone. If you bought the phone less than 30 days ago, you can purchase insurance through the carrier. Otherwise, I’m afraid you are on your own.

      Bob at Wirefly

  • Never had to use the original protection coverage during the first year…. Which is ok in of itself…. then I got a message to renew for another year at 68 USD. I did that and had an issue with y phone last week. Sent in a Request for Service and realize that I would have to ship my phone in for repair myself (don t expect a pre-paid label for shipping)…. Anyway, 68USD + 15USD shipping of phone makes it more $$ than getting a brand new phone from ATT for a brand new model (BB9810)…. So I asked for them to cancel my coverage.
    While this might be useful for the first year or 2 while you do not qualify yet for an “upgrade” at low carrier price, after you qualify for a new device with commitment, it does not really make sense, rather renew commitment and get a new device at lower price than coverage.
    Just my experience….. I will probably not renew coverage if I have the choice in the future.

  • Christina
    October 7, 2011

    Would the new phone be refurbished as it is with Verizon’s replacement program??

    • Christina, you should ask MDPA that question. Wirefly sells MDPA device protection, but MDPA actually provides the coverage. MDPA should be able to tell you what it’s policy is regarding replacement phones. You can contact MDPA at the company’s web site.

      Bob at Wirefly

  • hi i need help my phone screen is nt working properly like is kind of dark and also is nt charging so i cant nt used where should i go cuz i have the insurance from wirefly

    • Maria, you need to discuss this with MDPA. You can visit the MDPA web site and there will be instructions for you to follow, or you can call the company at 800-654-5590. Good luck!

      Bob at Wirefly

  • Does the fee for this Protection Plan get added onto your cell phone bill? Thanks.

    • Jamie, when you order a phone from Wirefly with MDPA device protection, the charge for MDPA is added to your credit card bill every month.

      Thanks for thinking of Wirefly!

      Bob at Wirefly

    • Make sure you read the fine print to see what they cover and what they DON’T cover. They wont cover water damage and most everything else needs a police report.

      • Shannon, your observations are correct, and those items are placed conspicuously on the MDPA agreement.

        Bob at Wirefly

  • I should have done what everyone told me to do. Pay $30 and file a police report that is was stolen. I chose NOT to and to be honest and not do that. I can now see why there are so many dishonest people in the world.

  • My phone was stolen yesterday and both wirefly and MDPA customer service is closed on weekends…. i tried to file for another phone online, but i do not know my MDPA member number. I tried to retrieve my member # and it said “There were no records that matched the information you provided.” Now i will not have a phone for a whole week…..

  • Hubert Conely
    September 8, 2011

    I would like to cancel my device protection plan.I would no longer like to be charged the 6.99 monthly fee.my account number is S100650737.Thank you

    • Hubert, we can’t find your account with the information you’ve given. Can you give me your original Wirefly order number? If you can’t find that, I will need your phone number and the e-mail address that you used when you ordered the device. I have the ability to not show that information to the public, so you don’t have to worry about displaying this information. Once we have enough information to find your account, we should be able to cancel your protection plan. Thank you for your patience.

      Bob at Wirefly

  • Question how long is the coverage and how are you suppose know when it ends????????

    • Donna, you have MDPA device protection for as long as you pay the monthly charge. If you discontinue paying for MDPA, it will no longer apply to your phone.

      Do you need to know exactly when the coverage ends?

      Bob at Wirefly

      • Bob when I purchased the insurance it was the annual fee but now the year has gone and I was never asked if I wanted to continue. Yes I would I like to know when exactly it ends

        • Donna, the MDPA agreement runs out one year after your phone was activated. If the phone was activated on Sept. 15, 2010, MPDA coverage runs out Sept. 15, 2011. If you have less than 30 days left on your MDPA coverage, you can renew it through MDPA. (If you call Wirefly, we will refer you to MDPA.) If your MDPA coverage has lapsed, I believe that you can’t renew it.

          Hope that helps!

          Bob at Wirefly

          • It helped, but question now is when does it elapse for me??

          • Donna, if you don’t know when your phone was activated, I will need more information from you to look up your order. The ideal thing is the order number. If you can’t find that, please give me your e-mail address and the number of this cell phone. I will not allow that information to go public here… it will just be for me to see. Once you give me that information, I will look up the order and can answer your question with a specific date.

            Bob at Wirefly

  • Kimberly
    August 25, 2011

    I would like to know if I can get the insurance. I thought I had signed up with my order but do not see it on the bill. Also what all is covered?

    • Kimberly, you have 30 days after your purchase to sign up for MDPA device protection or insurance from the carrier. If it’s after 30 days, you can no longer get it. If you read the description of MDPA here in the blog, you can find out what is covered.

      Thanks for shopping with Wirefly!

      Bob at Wirefly

  • Phone screen is broke.Have no idea how it happened.Pulled it out of holster and noticed screen was cracked.Phone and contract is about 1 month old,will insurance cover??

    • Neal, it’s hard to say if MDPA will cover it or not. Please call/contact MDPA to discuss.

      Hope it works out for you!

      Bob at Wirefly

  • My phone won’t turn on anymore. I see all of the issues people have with MDP. Is it something that will be covered by them or should I just look to cancel my contract, incur the fee, and sign on with Verizon for the insurance? It’s almost sounding like it would be worth it…

    • Jeff, you should start by calling MDPA, unless you know that your phone was damaged in a way that is definitely not covered by MDPA. If you know that you dropped your phone in water… well, that’s not covered by MDPA. If the phone simply stopped working, then you should be talking to MDPA.

      Bob at Wirefly

      • No, I didn’t drop it in water. I’m not that clumsy…
        First the LED stopped working, then the vibrate, and now it doesn’t function.
        What I don’t understand is how you differentiate between what is “accidentally damaged” or “normal wear and tear,” one of which you claim to cover.

        • Jeff, please understand that I work for Wirefly, not for MDPA. MDPA is the organization that provides the device protection and ultimately decides if something is covered or not. Please give MDPA a call to discuss your phone and determine if yours is covered.

          Bob at Wirefly

  • lennard boney
    July 23, 2011

    how come i cant get any body when it time for you guys to replace my lost phone it funny you dont put the bad comment

    • Lennard, please send an e-mail with your specifics to wecare@wirefly.com.

      Bob at Wirefly

    • ANDY RESTIVO
      August 8, 2011

      My phone screen can barely be seen. All I can do is recieve calls. What can i do? I have the insurance through wirefly.com.

      Please help

      • Andy, you should contact MDPA and see if the problem you have is covered. I don’t know how old your phone is, but in some cases you can get a new phone for free by extending your current contract. Go to Wirefly.com and click on the Upgrade Eligibility Checker to see if you qualify.

        Bob at Wirefly

  • Cooperwood
    July 23, 2011

    I have a droid 2 and my phone tends to go out alout where I have to turn it around and put my ear to the speaker to here a conversation. What’s wrong with this phone. Is this covered under my protection plan? It happens to my husbands phone also.

    • Cooperwood, I suggest that you first take your phones to a Verizon store to see if the phone is broken or if it is a simple adjustment. Since both phones do the same thing, it just might be a misadjustment. The MDPA protection plan does not cover manufacturing defects, so it probably will not cover the problem you’re having.

      Bob at Wirefly

  • FRAUD!

    I was hit by a bicyclist and my screen broke. Sent it to them and they said “the phone was found to be un-repairable due to extensive water damage and/or corrosion.” Then the phone was lost in the mail upon its return. They wanted no part in filing an insurance claim with the USPS, probably because they didn’t bother to insure it. It turned up several days later. I took of the back cover and the sticker that voids the warranty was ruined so I decided to open it up and see this “extensive water damage and/or corrosion.” All the stickers (3) were in tact and as new. There are NO signs of corrosion.

    THIS IS A SCAM!

    DON”T FALL FOR IT.

    • JS, please give me a way to contact you so that we can help clear up the problem you had. You can give me the order number for your order of the phone or your name and the e-mail address you used when you bought the phone. If you are worried about publicly displaying this information, you should know that your comment will arrive here and go into a “approval stack,” where it will wait to be approved. I will see it, but it won’t be public. I can get the info off it, but won’t make it public.

      Sorry about the problem you’ve had. Work with me and we’ll find out what happened.

      Edit: I heard back from JS on July 26 and we’re working to resolve the problem.

      Bob at Wirefly

      • order #: 40694xxxx
        There were 2 phones ordered (family plan). The one i spoke of is associated with the phone number 646.xxx-xxxx and belongs to me.
        The order is under the name [deleted]. My name is Jesse and it was my credit card charged for the order.

        If you would like to speak to me directly you can call me at work: 212.xxx-xxxx or on my cell after 5pm EST: 646.xxx-xxxx. My email is zzzzzz@yyyy.com

        Thank you.

        • Jesse, it’s my understanding that this was taken care of and you should have received a new phone. Please let me know if you have any further problems and we’ll get right on it.

          Bob at Wirefly

      • Hi Bob,
        You asked for a way to contact me and said you/we are working to resolve the problem. But I have not heard from you. Are you currently working with MDPA and will be contacting me in the future? Did you possibly send me an e-mail and it went to spam? Please advise.

        • JS, I did get your contact and order information, which I forwarded to a customer service person, who said that you would be contacted. Let me jump-start that process by sending it higher up the chain.

          Bob at Wirefly

  • Can I buy the MPDA insurance for my Thunderbolt after 30 day of purchase?

    • F, whether you get MDPA device protection through Wirefly or insurance through a carrier, you must get it within 30 days of the phone’s purchase. After 30 days, you are on your own.

      Bob at Wirefly

  • I am experiencing a lot of issues with my touch screen malfunctioning. This seems to be an issue with the Motorola Droid Global 2. Since this is a malfunction and not caused by any external circumstances, it should be covered by MDPA. If they replace my device would this affect my agreement with Wirefly with the $200 that you have to pay if you switch devices?

    • Jamie, if you get your unit replaced by MDPA, you will not have to pay the $200 that is required when you change devices. It will simply be a case of the insurance provider replacing a malfunctioning device.

      Bob at Wirefly

  • DO NOT SIGN UP FOR THIS INSURANCE!!!

    Why not?? Because they cover NOTHING!!! My phone was stolen from me on vacation and they said it was not covered basically because I was the one who was negligent because the phone was sitting next to me and not glued to my head I guess!

    Please read WHAT THEY DO NOT COVER… which is basically everything!

    Asurion is GREAT.. yes you have to pay a deductible but at least you get a brand new phone! Now I’m out for the full retail of the phone even though I’ve been paying this piece of crap insurance company every month.

    I’ve now cancelled.. DO NOT TAKE THIS INSURANCE!!!

    • Sal

      This is absolutely not what we expect our customers to experience. Please contact me at onlinesupuport@wirefly.com as soon as possible and I will personally make sure that this is addressed.

      John

    • Sal, I am going through that myself right now. I have never been so disapointed with a company in my life! I can’t wait to cancel this so called insurance and I will also be returning the other phones I bought the same day. I won’t ever buy from Wirefly again and I will definitely not recommend it to others! I have seven phone lines and two netbooks from Verizon and I will be taking my business somewhere else. I should have listened to others who had bad experiences with MPDA! It’s nothing but a tiny little cheap company with no customer service whose only goal is to deny claims unlike Assurion, a company who treats their customers respectfully. The MPDA reps I spoke to on three occasions were extremely rude and defensive and argumenative. Of course they probably have to be considering how many unhappy customers they probably hear from each day! In 25 years of having a cell phone, I have never run up against anything so unprofessional!

      • KB, can you give me an order number or phone number that I can use to figure out which customer you are. We tried looking you up with the e-mail address you provided, but couldn’t find you. With more information, we may be able to get to the bottom of the problem you had. If you wish, I can prevent your phone number from being shown in public… just let me know.

        Bob at Wirefly

  • Linda Robertson
    May 20, 2011

    I want to purchase the Device Protection Plan, but have not been able to sign up on the website. Please tell me what I’m doing wrong.

    Thanks, Linda

    • Linda, give a call to Wirefly at 866-852-3216. The people at that number should be able to explain what you need to do.

      Bob at Wirefly

  • Brittany, please give a call to 866-852-3216. The people there should be able to give you some good advice.

    Bob at Wirefly

  • T. James
    April 27, 2011

    Bob,

    I filed a claim that was approved but I was never sent an authorization for repair. Who can I contact to have thios sent to me?

    Thanks

    • T, with whom did you file a claim? Send the information you have to wecare@wirefly.com… let me know when you do and I will follow up to be sure we understand what you need.

      Bob at Wirefly

  • Concerned Customer
    April 10, 2011

    I dropped my phone in the toilet accidently :( Will mpda cover it????? Someone please helppppp me!!!!!! What should I do?

  • J. Morse
    March 30, 2011

    Is there a deductible?

    • J., there’s no deductible with MDPA. Just so you are aware, MDPA does not cover water damage or “unsecured” loss. If your phone simply disappears or falls out of your pocket when you’re on a roller coaster, that’s “unsecured” loss. MDPA does cover theft, so if your phone is stolen, you must file a police report to qualify for MDPA coverage.

      Hope that helps!

      Bob at Wirefly

  • I wanted the protection plan but you only had the 69. one time pay for a year. The order did not offer a monthly fee. When I bought my other thunderbolt from wirefly just weeks ago, you offered a monthly fee program. I would be interested in the monthly fee.

    • Gail, we do offer insurance at $6.99 per month, which you can buy if you have had your phone for less than 30 days. If that is the case, please send an e-mail to Kim at wecare@wirefly.com and ask about adding the insurance to your account. You will need your order number, so be sure you have that.

      Let me know if you have more questions.

      Bob at Wirefly

  • louis smothers
    March 27, 2011

    is the 4.99 all u have to pay a month ?

    • The $4.99 per month is for the MDPA insurance. That does not include the monthly fees for the cell phone account.

      At least I think that’s what you’re asking.

      Bob at Wirefly

  • melvin glover sr
    March 23, 2011

    yes sign me up

  • wanda nile
    March 23, 2011

    i would like to protect my phones so sign me up for the plan.

  • when I will get my first bill,and it is one payment a yeard

  • kyleseverance
    January 9, 2011

    enable new line of service to phone

  • Jeromy Bergman
    November 18, 2010

    I signed up with Verizon and picked up the Motorola Droid and LOVE them both..but within the last month my droid has dropped more calls than I have fingers and toes..erased contacts which include family members, friends, and even my coworkers. Its constantly deleting apps from the Droid Market and worst of all its even deleted ALL of my ONCE IN A LIFETIME photos on the phone and even the memory card! I’m really worried now that my wife and I are expecting and I. Have the chance of possibly losing those pictures in the future too! I have the insurance and now am wondering if I have the phone replaced that I’m going to receive another Droid 1 and from what I hear having the same problems persist from what I see online from other Droid users or if the company will send me a Droid 2 which is also happening to a lot of other members and they are saying that has been happening? Anyone else having these same issues?

    • Hi, I recently switched to the Motorola Backflip, which is also a droid, and my previous phone was also a droid, the HTC Aria. These are both phones through AT&T, if you’re willing to change service providers, I have not had any of the problems that you mentioned. This is only a suggestion, I hope this helps you in some way. Best wishes.

  • my LG Vu920 has a cracked screen how would go about finding a replacement screen for it

  • i wish to put insurance on my new samsung strive purple phone how much more will be added to my bill to have this added i wish to have it put on asap. can i go with the 4.99 added on to my bill each month. please let me know asap.

    thank you marsha rasizz
    p.s. can i assign a downloaded song to a contact and how do i buy them

  • Yall should read this, they dont cover crap, its not legitimate, seriously get insurance through your cell company, if you have insurance youve been paying them get a refund, if they decline get a lawyer

  • missy anderson
    November 4, 2010

    i totally understand were you are coming from. no respond any way you go it’s making me mad why pay if no replacment. my phone burned up in a fire well couldn’t get a hold of any one and when i finally did talk to someone they would only say insurance is cancelled. well dah!!! i caouldn’t call to extend it about done with it all tired of run arounds.

  • NATHANIEL PITTMAN
    October 30, 2010

    I WANT TO SIGN UP HOW DO I SIGN UP HELP ME TO SIGN UP IF MY PHONE IS LOST OR STOLEM

    • irma p. abrca
      November 3, 2010

      I have been trying to sign up for the monthly protection plan of $6.99 I’m not able.

  • H. Bigham
    October 22, 2010

    I have been trying forever to get in contact with you for phone protection coverage. Your phone line is always busy 800-654-5590. You advertise that you provide coverage, so how does one get it?

  • stanley lafontant
    October 18, 2010

    I called this morning to file a claim and i was told that a link woutld be sent to me but I haven’t recieved anything yet.

  • Is there a deductible for claims?

  • Edward C. Rodgers
    October 12, 2010

    Could you please add the monthly device protection plan for the “LG Cosmos” for $4.99 per month

  • phern hunt
    October 10, 2010

    I was doubtful after having read some negative feedback about MDPA, but I was pleasantly surprised that when my phone was lost and damaged MDPA immediately replaced it, no questions asked. Thank you.

  • Rebecca Quinn
    September 10, 2010

    I have tried going on http://www.mobiledeviceprotection.com and it wont let me in. I bought protection and I need help loging in. my phone is acting up and I tried reactavting it and it does not want to work

  • Jasmine Snyder
    September 5, 2010

    My bank statement shows that you have already charged me for the protection plan but I am still waiting for sprint to approve me. If sprit doesn’t approve me will I recieve a refund for this protection plan?

  • Guadalupe Salinas
    August 19, 2010

    Hi my phone fell and the screen broke im not able to press nothing when on the phone and its not allowing me to see much of the screen it a the HTC HD2 touch screen phone I bought the annual protection plan please hurry and help me out Thanks A Mil,….

  • ERIC A BARKETT
    August 16, 2010

    WOULD LIKE TO SEND BACK MY CRAPPY DROID THAT’S NOT WORKING CORRECTLY AND UPGRADE TO DROID X. DOES X HAVE A BETTER KEY BOARD FOR NON GIRLY FAT FINGERS? WHAT WILL THE UPGRADE REQUIRE WHEN DETERMINED MY CRAPPY DROID NEEDS TO BE REPLACED AND HOW LONG WILL THIS TAKE?

  • Patty K
    August 8, 2010

    I see questions here but no answers. Is anyone answering these questions?

  • doris scorpiniti
    August 2, 2010

    my phone got lost or stolen and was told to request for service and you would get back to me

  • Vincent Cacciatore
    July 30, 2010

    So your telling me that as long as i have protection and my phone will be fixed or replace for aslong as i own this phone ?

    • Aubrey Bush
      September 8, 2010

      I am not with wirefly but I beliebve there is a replacement limit of three times during your contract. Which is still worth the cost because it is not near as much as replacing your phone even once. I can not seem to find the information on line but I distinctly remember my service agent saying three times.

  • eric latosa
    July 29, 2010

    My droid eris is missing. It may have been taken from my room or I dropped it. In either case I have suspended service and I will wait a few days to see if it turns up. Am I covered for a replacement? If I am, could I get a more powerful phone and pay the difference? Just curious. I hope the phone turns up in the next day or so. If not can I do this? Thank you.

  • keith mayes
    June 11, 2010

    my xenon sliding mechinisme is broke.what to do.

  • tracey starling
    May 20, 2010

    my touchscreen has froze up on me i went 2 att store they sent me 2 warranty now they wanna charge me 4 the replacement

    • Alvin's KissyGirl
      January 27, 2011

      There is a hard reset for your phone. Quite awhile back my Fuze (I said a while back. :) ) froze up on me. I went into panic mode because I had just found out my 20 yr. old son, recently back from a tour in Baghdad, had been diagnosed with Leukemia. I HAD to have my phone. We were texting back & forth pretty much constantly. Since the phone was a smart phone & used Windows, I assumed it had some form of ctrl alt delete function. I took a peek on the net & wound up going to an AT&T store that’s sole purpose is to help customers navigate, set up, troubleshoot, fix, (anything along those lines) their phones. Purely providing technical support. They punched #s in the computer and supposedly looked for a hole in the warranty as well as a way to fix it. To make a shot story even longer, AT&T’S HIGHLY TRAINED technical support sent me packing. After I calmed myself down, I went online & found the some-off-hundred page user manual. The handy-dandyindrx listed 2 different resets. I followed the instructions (press & hold 2 or 3 separate keys/buttons simultaneously for a specified length of time). It worked like a charm. find The Owners manual from your phone’s manufacturer: htc, Motorola, etc. Not your provider: AT&T or Verizon and do a hard reset. If your phone just froze and won’t load past w certain point, a HARD RESET, will fix it 99.9% of the time.

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