Hi my name is ***** ***** i will be assisting you today.
I am sorry to hear that you are facing problem with your android phone.
did he put a gmail account to test or some other email.
Hi Michelle ( again),
are you getting my message on the chat screen.
did the technician put a gmail account to test or some other email account please confirm and let me know that.
I was having problems setting up a gmail account , it kept stating " address & password ***** recognised" It had reached the stage that every attempt with new addresses & passwords were being rejected ,too the stage when I thought the phone was faulty. The technician put in his own email which is a Hotmail account to test the phone & now i cannot remove it to access Playstore and open with my own gmail account, which has now been resolved.
Thank you for confirming that its gmail.
i will give you steps to follow one by one
let me know when you are ready with the phone
press the home button
let me know when you are there
scroll and look for Email
scroll and look for ACCOUNTS and then touch to open Email
it does not list email under settings
Under setting you will see ACCOUNTS click on that first
under accounts you will see Email
only reference to accounts is either google or add account
please confirm me the android version
let me check my version allow me few seconds
mine is 4.2.2 so lets go back to settings
please tell me what all is listed under settings
Wi Fi, Blue tooth, Data usage ,sound,display,storage,battery,Apps ,Location,security,Language&inputs Motorola Privacy ,Back up & reset ,Motorola device i d , Accounts ( Google ,Add account ) Date & time, Accessibility, printing , and about phone
which one ,google or add account?
select google account or google under accounts
now do you see the gmail account which was setup
From google ,under accounts , is the guys email
touch to select and then press the first touch key at the bottom of the phone which is on the first left hand next to the home button
you will get option to remove the account
It doesn ot show my gmail account !
it will not show your gmail account now we will have to add your account.
did you remove the other gmail account of the technician
as mentioned initially the othe guys email is a hotmail ,not a gmail account & i see no means of removing it when i press the bottom left key
but you can remove the hotmail account by following the same steps under accounts
when i press the bottom key it returns to the original position with items listed under accounts .there is no option to remove an account.
under accounts it lists privacy,search,location, Google +, and ads
dont press the home key press the first key next to the home screen on the left but you do that when you have already selected the account to remove.
Dont be confused its pretty simple all we have to make sure we remove the email accounts under the Accounts.
once its clear let me know
i have a video for you this will help you to remove the accounts.
once you are done let me know i will give you the steps to configure your gmail account.
I have now pressed the bottom left key and a whole new list of options appear under the guys account detail,9 in all ,but no option to remove an account 1
did you check the link i have just attached above
Are we talking of the correct key at the bottom of the phone, left is return,centre is home and right is i presume ,widgets or programmes which are currently open .
on motorola its reverse as my samsung has
so you use the extreme right hand side key which is the presume.
Please check the youtube video
Sorry Michelle the only reference to email on this phone is to set up an email account not remove one
did you check the youtube video i just attached the link
Yes ,a lot in common with my phone but as stated previously
shall we start from the begining
now do you see email icon
slide the screen check for an email icon
touch to open it
you will see gmail and a regular email is it.
It says you can set up your account in a few steps
there was no reference to gmail
This is for a regular email if you want to setup other email apart from gmail.
this means the hotmail account has been removed on the last steps we did.
now look for a gmail icon on the home screen
I will check back under settings
look under home screen if its not there slide to the other pages to look for gmail icon
It is still showing under Playstore, but not under settings.when i open gmail it is to add a google account only
click on add google account
follow the steps to install gmail
put the correct username and password ***** login successully.
I have done this but it says can't establish a reliable connection to server. I am probably out of range
please make sure you are withing the wireless internet range and then try it will work
I am in front of a wi fi hub with an excellent signal, but when i re-try it gives the same answer
open web browser and open a website to verify you have internet access
unable to browse to the internet?
it will not work till you are connected to the internet.
there are two things which you need to know if you phone shows strong signal of your wifi connection that means your WLAN is connected that is the internal connectivity of your wirreless router and if the router has no active internet you will not be able to browse.
Michelle I am going to abort and return to the shop, there have been too many items which are not quite clear. Many thanks for your help
i would suggest you to shut down the phone power wait for 2 mins and turn it back on
you have to check if you sim card is activated for internet service or not till then your gmail or web browsing will not work.
returning the phone is not a solution
you will be facing the same problem with another replacement phone.
Agreed but how do I check if it is activated ?
how old is the phone
are you using a brand new sim card on this phone
who is the service provider?
is its a prepaid sim card you use or its in a contract.
11 month correct?
thank you for confirming
the sim card comes with an activated data pack so you already have internet on it.
we will check the settings now
look for settings and touch to open
under settings look for Wireless & Networks
are you in there
look for sim management
not there under settings or W & N
looks for anything like wireless or networks
Under W & N it only gives Wi Fi, Bluetooth & Data usage
no sim management found
no problem select wifi
No but I have found mobile networks under data
select mobile network under data
are you using 2 sim cards
No just one min sim
when you clicked on mobile network did you see the sim as vodaphone
it must be turned on and there will be a default settings tab under which you will see data connection
vodaphone nust have a dot or select it "off" must not be selected
when i click on mobile networks it gives several items about network but no sim reference
what are the choices under mobile network
Data enabled,data roaming, show mobile network, preferred network type, access point names,network operators
click on data enabled and tell me what you see
Data enabled & show mobile network are both enabled
select preferred network and vodaphone should be selected.
Phone wont let me back onto mob networks
no problem every settings seems to be fine now
try to open the browser and check if you are able to connect to google.com or yahoo.com and let me know
still problem with browser
what is the error
just says cant load search results
you know what, i have identified the problem.
all the settings are correct and good on the phone however your internet service is not enabled from vodaphone end.
you will have to call toll free to vodaphone customer care and they will verify you account then you can tell them the internet service is not working on your sim card and they will have to activate the service pack.
Many thanks Michelle -maybe we talk again someday !
do you have the number to call.
unfortunately no at the moment but can find it
They are only available from 8am - 8pm and can be contacted on either 191 from your phone or 08700700191 from another line.
I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, please provide a rating by clicking on the smiley below.
Many thanks & goodbye --you will get an excellent for your patience
Very Good Michelle I shall contact Vodafone and see where we go from there . I have given you 5* rating