Case #: 590270166 Chatting with Michael in support on my iPhone. Tedious chatting with unclear communication on his part. Then, Apple pulled a trick. They asked me to restart my phone. It occurred to me that I should ask, but thought, that, since I bought into a closed system, it would just work. After all, I was chatting with Apple, in Apple Safari, and on an iPhone. They must know what they are talking about. Of course, when I restarted, the chat did not resume.
New case for voice call: 590170174
After 7 minutes, going to second level support. Jim D. 1 hour Gave him old iMessage case # from December, which is when I started getting overages in my texts from Verizon. My phone number was not registered with iMessage, but now it is. And my emails were not registered on my iphone, but now they are. Red message from December was because of my Apple Airport Extreme router. Router had turned off iMessage for phone. Getting error messages even when successfully sending and receiving iMessages. Verizon messaging is the problem. Suggested that I may well need to reset my iPhone, to which I say, “again?”
Jim called back. I confirmed that Cellular was on, that I normally get 4G, and that Roaming was Voice Only. When going in to Settings->General->About, Carrier is Verizon 16.0, but we discovered that the whole Carrier line disappears when touched. Will reappear by going to General then back to About.
3/20/14 877 203-0418 1160475 Jim/engineers have questions. Confirmed “You can be reached by iMessage at” 4 addresses.
Reported duplicate texts 1 SMS & 1 iMessage.
Sent a bunch of iPhone screen shots with times showing. Try holding the messages to the left (to reveal the time) while doing a screen shot (power button & home button).
- Download and install iPhone Configuration Utility (iPCU) from http://support.apple.com/downloads/#iphone%20configuration%20utility .
- Launch IPCU.
- Connect the iOS device to the computer.
- Restart the iOS device.
- Click the device on the left hand side under Devices.
- Choose clear on the bottom left to clear the current logs.
- Reproduce the issue.
- Click “Save Console As” at the bottom (not File > Save As) and name this case number you’re working with. Ensure you save this as a .txt file.
Needed to download the Mavericks version, which doesn’t allow these instructions to be followed.
Called and was disconnected from senior advisor.
Calling again. After 21 minutes, they determined that they can not help me. There’s a follow up with engineering. Have to wait until I have time Monday or later.
Called Jim, who called me back. No news from Cody, the engineer who has this as a project. “Difficult Issue”
Chris Watson, AppleCare
877-388-0879 Ext. 40291
Call from Chris in Austin who has me install a program to start a log that will gather data about my messages. Everything still reverts to text messages even when it says it’s sending an iMessage.
Giving Verizon more money by sending text messages so that Apple can have a log of the problem.