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Richard
Richard, Android Engineer
Category: Android Devices
Satisfied Customers: 47537
Experience:  Android Systems Specialist
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CanI first ask if this is a service I pay for and if so,

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Hi Richard. CanI first ask if this is a service I pay for and if so, what sort of cost am I looking at?
Assistant: You just pay a $5 deposit now and the rest only when you get a reply from the Android Technician. All of this is 100% satisfaction guaranteed, so you can get a refund if you're not happy for any reason.
Customer: Ok I am happy to pay but I do need an indication of cost.Is there a ceiling?
Assistant: What's the make/model of your device? How old is it?
Customer: Its a Sony Experian I think last year
Assistant: How long has this been going on? What troubleshooting have you tried?
Customer: Its a few weeks now. I have no probs with internet connection on my laptop. We are with Sky. The phone used to be fine
Assistant: Anything else you want the Android expert to know before I connect you?
Customer: Now it constantly drops off and puts me on 4G.It works for a while or it says Connected no internet or it gives me the authorisation problem. I have tried turning off, forgetting, signing in. BEFORE you connect I need to know an approximate costthat I will be charged?

Hi there

For costs, please email customer service on

***@******.***

They can tell you this

Customer: replied 4 months ago.
Just speaking to Customer Service and will come back. I think last time I used you it was an acceptable cost but I need to check

ok

Richard and other Android Devices Specialists are ready to help you
Customer: replied 4 months ago.
OK
Customer: replied 4 months ago.
Hi I have not had a contact to my device?

Does it drop a connection when connected to wifi?

Customer: replied 4 months ago.
Constantly. Sometimes it picks up again sometimes just says no onternet or authorisation problem

Ok, what is the make and model of the wifi router?

Customer: replied 4 months ago.
Sky
Customer: replied 4 months ago.
SR102

Thanks

Remove the power to it please

Wait 5 minutes, connect the power and tell me how the phone then functions.

Customer: replied 4 months ago.
Do you mean the power to my phone or to the wifi?
Customer: replied 4 months ago.
I mean to the router?

To the wifi router please

Customer: replied 4 months ago.
Have done that and it says
Connected No Internet
However I have internet through wifi on my laptop
Customer: replied 4 months ago.
Now it says authentication problem

ok, on the phone go to settings, apps, applications manager.

Once there, press on the three dots top right then show system apps.

Locate Google services Framework and press it then storage then clear data

Restart the phone and tell me how it then functions please

Customer: replied 4 months ago.
I found settings/apps but no application manager

under settings/apps

You then see a list of apps?

Customer: replied 4 months ago.
I found the clear data now and have cleared. will restart
Customer: replied 4 months ago.
Good atm.
Google keeps asking me to reconnect to various google things. I have pressed 'Not Now' for the time being.
Customer: replied 4 months ago.
I believe I paud for remote access and we did not do that so far?

The issue is with the phone, we cannot connect with that.

Let me know the results please

Customer: replied 4 months ago.
See above:
Good atm.
Google keeps asking me to reconnect to various google things. I have pressed 'Not Now' for the time being.

ok, does internet remain connected?

Customer: replied 4 months ago.
Still good. But this could change as it can work for a while then fall off. So far it is connecetd and A OK

ok, let me know how it goes please

Customer: replied 4 months ago.
I will, thank you so far as its looking good but I will give it some time if that is OK. Any idea what caused the problem?

This will be caused by corrupted firmware if it remains working

Customer: replied 4 months ago.
Its been constant, strong and working much better than before. for a while.

Perfect

Customer: replied 4 months ago.
This is a really good service Richard, thank you.
Customer: replied 4 months ago.
if google asks me to reconnect to A, B or C, can I safely do that or not?

yes that is ok

Customer: replied 4 months ago.
OK.Oh dear just noticed it has put me back to 4G and saying authentication problem :-(
Customer: replied 4 months ago.
Now it says connected, no internet

What is the make and model of your wifi router?

Customer: replied 4 months ago.
Sky SR102
Customer: replied 4 months ago.
Now Authentication problem

That refers to a password ***** can you please connect to the wifi network again and tell me if it connects

Customer: replied 4 months ago.
I have tried several times in the last few minutes and it always comes up with authentication problem. I will try forget and input again but I have the correct password *****

yes since we did this last step before please

Customer: replied 4 months ago.
Still saying Authentication Problem

ok, on the router

  • Power on the Sky Router, place a paper clip or Pin into the hole on the back of the Router labeled Reset.
  • Hold paper clip or pin down for 10 to 15 seconds and release.
  • The Router will reboot on its own. Once the WLAN light stops blinking, the Router is reset.

Then connect to it please

Customer: replied 4 months ago.
Will do
Customer: replied 4 months ago.
There was a reset button.
Still saying Auth Prob
Customer: replied 4 months ago.
Just turned phone off to try again after restart
Customer: replied 4 months ago.
Automatically turned on the wifi and working atm

ok, monitor it please

Customer: replied 4 months ago.
I will.The last good run was fine for half an hour.
Customer: replied 4 months ago.
OK so that is an hour now. I think it is OK. So IF I have further problems shallI just redo the steps we have done today? Or only the last step (reset the router and turn phone off and on again)?
Customer: replied 4 months ago.
OH no its just gone again!!
Customer: replied 4 months ago.
Saying conneceted, no internet but internet fine on the laptop
Customer: replied 4 months ago.
now Authentication Problem

ok, we need to factory reset the phone.

is your data backed up off the phone?

Customer: replied 4 months ago.
Some. Can you help me to do it?
Customer: replied 4 months ago.
I guess I need to be on line? I will restart as that may work for a while
Customer: replied 4 months ago.
Two turn offs and the wifi is back

but it disconnects still right?

Customer: replied 4 months ago.
Well it did after an hour!
ON at the moment so how do I back up all the data

Which data needs to be backed up?

Customer: replied 4 months ago.
Well you asked me if my data was backed up and I said some.

yes... and what is not backed up?

Customer: replied 4 months ago.
It has dropped off now so if I have to save data before the factory reset you have suggested I will need to turn off and turn on again to try and get the wifi on again.
Customer: replied 4 months ago.
I dont think it matters as important stuff is on the laptop.
What do I do to reset to factory settings.

ok, go to settings, backup and Reset, Factory data reset

Then set it up again and tell me how it then functions please

Customer: replied 4 months ago.
Am backing up now and will do
Customer: replied 4 months ago.
All seems good. Do I get to reactivate this if it goes off again?

yes, but it should be ok, let me know how it goes please

Customer: replied 4 months ago.
OK and thank you. Perfect atm