Bandwidth.com, Inc.

After returning phone, charged $230 for "user lock" "damage". No instructions given to unlock phone prior to return.I purchased a phone through Republic Wireless (subsidiary of Bandwidth.com, Inc). Republic advertises a 14 day money back guarantee. From the front page: "If, for any reason, you decide Republic isn't for you, ship us your undamaged phone within 14 days for a full refund on your device and service. It's a smartphone with a safety-net. Simple as that." The phone was shipped back within the 14 days. I had a long chat with [redacted] through the website about the return and opened several help tickets to get all details about returning the phone (these are the only ways to contact Republic). At no point did anyone mention that I needed to unlock the phone. Below I have included the email instructions verbatim for returning the phone, where unlocking the phone is mentioned nowhere. About a week after the phone was returned I was told via email that I was being charged for $230 for "damage: user lock." I would have gladly unlocked the phone if there were any instructions whatsoever from the numerous attempts with customer service about what I should do to return my phone that this needed to be done before sending it back. As a side, Republic's customer service is terrible. Throughout this whole ordeal they have taken multiple days to respond to requests, if at all. They have closed help tickets that have not been answered (including the one where I responded to this outrageous charge). This is a sneaky and terrible business practice. It is a way of effectively not having a simple no risk guarantee but not returning most of the refund. I want all of my money back, and quickly. [redacted]Hi [redacted],We hope this email finds you well. Listed below is a link to your return shipping label. Please follow the instructions below and return your phone and/or accessory within 14 calendar days.Note: Phones must be returned with all of its original components in the same box. Accessories must be unopened and undamaged.Click on the following link to view your return shipping label: Return label.(Note: This link is good for 30 days and will expire on Oct 1, 2016.)Print your return shipping label.Package your phone (and original components) and/or accessory and place the label on the box.Drop off at any FedEx location or USPS location. You can also put it in your mailbox for USPS to pick up.The tracking number for your return shipping label is: XXXXXXXXXXXXXXXXXXXXOnce we've received your returned items, we'll let you know via email.If you have any questions, please feel free to contact Republic Help or you can review our ReturnPolicies.Thanks and have a great day!Kindest regards,Republic WirelessDesired SettlementI need to be refunded the entire amount.Business Response Oops, we are a little late in getting our update posted to the Revdex.com - we have already been in touch with this end user.We don't completely agree with the assessment of events and timelines relayed as to our responsiveness. We realize that our customer service model is unique, and exactly why we can offer our great prices and calling plans, however, it doesn't always work for everyone. We are very sorry to hear this customer was not pleased with how our service and support work, and while we are sad to lose them as a customer, we understand if they need a more traditional provider. We would also like to point out that we do indeed provide details on returning handsets including, "You need to remove your PIN, Pattern, or Password that you may have set up so that we aren't locked out of the phone once we get it back.", which can be found in several places on our site including here: [redacted]We note the Revdex.com case was first reported to us on 09/14/2016 - we had already contacted the customer to obtain the PIN they had placed on the phone and once we verified our logistics team was able to unlock the phone we promptly issued a full refund on 09/16/2016.We are very sorry this customer did not stay with us and we wish them the best with their new provider.Thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry. And again, our sincere apologies for the delay in responding and your understanding that from time to time spam filters catch legitimate email!

Republic Wireless does not provide paid-for service of connectivity by Wi-Fi and cell network. 17 months of customer service tickets remain unsolved.I've been a Republic Wireless customer for approximately 2 years. I began having troubles with my phone's service 17 months ago in March 2015. My most recent help ticket with RW has been open since September 2015, or 11 months. RW staff continually rotate through the ticket, so I have no stable contact, and continually give me more tasks to complete before they will address the issue. I have asked repeatedly for refunds, payment for my time, and meaningful assistance. I am always met with another checklist of tasks to complete, typically requiring multiple hours of my time. I pay a monthly phone bill for RW's services, including use of its telephony app enabling voice over WiFi and its cellular voice, text, and data network. At any given time one or more of these features is fully non-functional. Services paid have not been delivered, and RW has refused to refund months of fees collected for undelivered services. During the past 11 months that I have had an open complaint ticket with RW, I have spent an estimated 20-30 hours of my personal time following RW's instructions to debug their software and dysfunctional network configurations. During that time I have spent roughly 6 months with no operable voice-over-WiFi service, and lately have no operable cellular data service. I was once given a small refund to my account that at most accounted for the lost service of a single month, and I was once given a $5 gift card which at most accounted for a half-hour of the work requested of me by RW.RW is treating me as an employee by controlling my time and assigning me work, but not paying my wages.Desired SettlementI'm seeking a full resolution of this issue in 2 ways: 1) a replaced phone to eliminate the possibility of dysfunctional hardware2) a refund of charges for services not delivered during the time of these open help tickets. Both #1 and #2 should be eminently reasonable and significantly cheaper than the staff time RW continues to spend on this issue.Business Response Thank you for giving Republic Wireless, a business unit of Bandwidth.com, Inc., an opportunity to respond to this inquiry.Oops, we are a little late in getting our update posted to the Revdex.com, but we have long ago already been in touch with this customer and we decided to replace their handset as a courtesy even though it was not under warranty. We are pleased this valuable customer has a new phone and hope they are enjoying it.Thank you again for giving Republic Wireless, a business unit of Bandwidth, an opportunity to respond to this inquiry.Kindest regards,Bandwidth.comConsumer Response The company has reasonably resolved this issue through both partial refunds of lost service and a replacement device. After 11 months of open help tickets, the company resolved the issue less than 1 month after the Revdex.com complaint was filed.

Failure to provide adequate notification that resulted in loss of telephone number.Ring.To has provided VoIP services. When they changed their services they said I needed to take action to preserve my phone number. I never received a message from Ring.To regarding this. My phone just stopped working. I contacted them and they told me I needed to make the change by May 1st; however, it was already May 9th.The response I received was I received from [redacted] was that this was not their problem.This is very poor customer service. They should have done a better job notifying their customers of the change so that we could take appropriate action and not lose our phone number.Desired SettlementPlease correct the issue and restore my phone number to me. (Please do a better job in working with customers. We should not need to contact the Revdex.com to receive good service.)Business Response Thank you for giving Bandwidth.com an opportunity to respond to this inquiry.Oops, we are a little late in getting our update posted to the Revdex.com, but we have already been in touch with this end user.For clarity, this user was using a free service for which they signed up and obtained a telephone number by the use of an Over-the-Top application provided by a company named [redacted] previously had a business relationship with Bandwidth and based upon the way this user obtained their number they are an end user of [redacted] not of Bandwidth. Below we have provided a copy of the most recent correspondence with this [redacted] user - we suggest this user contact [redacted] and establish a new account and then ask [redacted] to contact Bandwidth and reactivate this user's phone number. As provided to this user on 05/11/2016:Greetings [redacted],Your number was a new number acquired through [redacted] IP, which we are no longer partnering with as of April 1.Due to the partnership being dissolved, [redacted] IP had been sending out instructions to migrate your number from RingTo over to the new and improved [redacted] IP application since April, with a May 1 deadline.If you did not migrate your number, your account would be automatically been terminated. RingTo is not accepting new subscribers, nor will RingTo re-enable accounts that have been disabled. (RingTo FAQ is located here: [redacted] RingTo has decided to maintain only our ported-in number customer base at this time.If you would like to recover your number, you would have needed to download the latest [redacted] app from [redacted] and migrate your number by May 1, 2016. Since we are now past this time frame, you can contact [redacted] to determine new-number options. You can contact them here: [redacted]We apologize for the inconvenience.Thank you,[redacted]RingTo SupportWe hope this user contacts [redacted] to see if they can get their number back.Thank you again for giving Bandwidth an opportunity to respond to this inquiry.Consumer Response That is all well and good, but I was using the Ring.To service regardless of whether it was free or not. Ring.To did NOT send out any notifications to its customers that it was terminating service. My claim still stands.According to [redacted] the number needed to be "ported" from Ring.To. In fact, [redacted] under the email of [redacted] sent but one email in the middle of April. If I had recognized the email as an actionable item, it was hardly sufficient time to port the number. No, I would still like Ring.To to restore my number to me as it was they with whom I was working and according to [redacted] they were the ones who dropped my number.I did contact [redacted] after having received the first email and their response is as follows:[redacted]May 12to meHi,I don't see your phone number in our database. Did you port your number from Ring.To to our new service? If not, it's likely Ring.To has deleted your number, their deadline was on May 1st to delete numbers that were not ported out.

Republic Wireless phone does not work, hangs up after 7 seconds, no voiceRepublic Wireless phone does not work, hangs up after 7 seconds, no voice. I have contacted customer service multiple times, and no one is helping. The only way to reach Republic Wireless is by email, so if you purchase Republic Wireless services, you are stupid!Desired SettlementIf the phone service does not work, someone must repair itMore Info Received From ConsumerRepublic Wireless phone service stopped working on 20160201. I contacted customer service numerous times but no one helpedWhether dial in or out, the phone call has no voices. Then it hangs up after 7 seconds.After I reset the phone, updated republic mobile app, it still cannot work.I begged for help, but no one ever worked for my situation. republic wireless has only email customer service. Please make the phone work, make the phone company work.Business Response We are so very sorry to have not responded earlier. The Revdex.com contacted us outside of the usual notification process to advise us about this inquiry - upon researching we determined the normal Revdex.com notification emails had been caught in a spam filtering system.We are researching this inquiry and reaching out to the customer now and will update the Revdex.com site as soon as we have additional information.Thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry, and again, our sincere apologies for the delay in responding and your understanding that from time to time spam filters catch legitimate email!Kindest regards,Bandwidth.comConsumer Response My phone works now. Republic Wireless support is provided through community.

Republic Wireless, a division of Bandwidth.com, has failed to provide me with reliable wireless serviceSince becoming a customer of Republic Wireless, a subsidiary of Bandwidth.com, I have been plagued with wireless communication problems ranging from delayed or non-existent incoming and outgoing text messaging to telephone calls that are placed to my phone that never ring and do not register as a missed call. I have patiently been trying to work with Republic wireless customer service since 1-27-16 (when I first became aware of the problem) to no avail. I have jumped through every hoop they asked of me, from removing 3rd party apps, to reformatting the phone to factory original, to replacement of the phone with a brand new one. The problems have become increasingly worse and it is clear that it is not an equipment issue, but a service issue. This is a business telephone for me and I has been costing me greatly, not only in lost customer sales, but in my status with the company I work for (as they are not able to reliably get in touch with me with customer leads and needs). I have been given the ultimatum of "get a new phone or get a new job", and although I have no contract to cancel with Republic wireless, I did spend a lot of money on a phone that will only work on their network. I would simply like to return this phone, that is less than a week old, for a full refund...as they were not able to provide the service advertised.Desired SettlementSince Republic Wireless, as division of Bandwidth.com, has been unable to provide me with reliable wireless communication, and to date they have not been able to effectively solve the issues I have been experiencing, I would simply like a refund of the purchase price of the telephone. More Info Received from Consumer Republic Wireless called and agreed to take back the phone for a full refund.

Re: Samsung J3 phone.I am disatisfed and want to return it.I emailed custmer srvice 12 times with the info they want to return and get no help.BAD CO.I ordered a Samsung J3 phone and receive it on 9/12. I was dissatisfied with the functioning/non of the phone. I went to the website and since they only have email customer service I told them I wanted to return the phone. they said I had to send them certain info and they would email me a return label. I have sent them the info they want 3 times and get a reply that does not address my problem at all. it is gibberish.Cost of the phone, $179.00, ticket number #XXXXXX, paid by credit card ending in [redacted] It seems as though they want my return date to expire so I will be stuck with the phone. I want them to email a return label or at least tell me what additional info they need to email the label, not just say how sorry they are that I am having problems. they seem incapable of solving my problem.Desired SettlementI want a full refund for the phone and not have to pay return shipping charges for all the stress and trouble they have put me through.Business Response Oops, we are a little late in getting our update posted to the Revdex.com - we have already been in touch with this end user.We note the Revdex.com case was first reported to us on 09/12/2016, however, as of that same very date we had already issued a return shipping label and a full refund was processed on 09/23/2016 as soon as we received the returned phone.We thank this customer for their interest in republic wireless and we regret they elected to cancel their service.Thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry. And again, our sincere apologies for the delay in responding and your understanding that from time to time spam filters catch legitimate email!Consumer Response I have received the credit and am satisfied with the result. Thank you.Final Consumer Response

return an item (cell phone)I attempted to purchase 2 phones from republic wireless website on 8/22/2016 on a credit plan from [redacted] a credit company that republic wireless uses. [redacted] approved me 100% for 1 phone(order number XXX-XXX-XXXX-XXXXXXX) and when I went to order the second, I was approved for 90% of the price. I did not have the funds for the purchase at that time so I came back 2 days later to complete the order and was denied for the 2nd phone. The first phone was already on its way. I attempted to return the phone I had received and cancel with [redacted] Republic help sent me to [redacted] and they stated they could do nothing until republic wireless accepted the phone back. As I have returned phones to republic before with no problem, I expected this to go smooth also, didn't happen. I have asked for a return label since I opened a help ticket on 8/24/2016 and have got nothing but the run-a-rounds since. My last response to the ticket was 8/29/2016 and 9/1-2016, and I have not received any correspondence from republic wireless since 8/29/2016.Order number XXX-XXX-XXXX-XXXXXXX UPS tracking [redacted]XXXXXXXXXXXXXDesired SettlementA return label to return 1 cell phone under 14 day warranty policy.More Info Received From the ConsumerI want to add that republic wireless sent me a return label. As soon as possible I would like to close this case.

Customer service is terrible! They won't even reply. They are refusing to replace my 8 month old phone that has stopped connecting to their network. I have been a customer since this company began many years ago. Customer service is only available via email (no phone support) and takes them a long time to respond if ever. For the second time in less than a year (first being october 2015) customer service is telling me that I need to purchase a new device / phone. Approximately 8 months ago (December 2015)I was told I need a new device. I purchased a $400 moto X, now that device is doing the same thing (not connecting to their network) as the device I replaced at their request. They made two attempts (august 8, August 10) to reset the device (completely deleting all of my personal info, pictures, contacts, etc from phone) after more than a week with almost no response from them, they tell me I need to replace my device yet again.. I have asked for a replacement to be sent and for [redacted] (CEO) to be made aware of this situation. They have completely stopped contact and commitmenunication with me even after they told me they would have their management team contact me. That never happened. I asked for a timely reply or I would be filing this complaint, still no response. I am still paying for service I can't use, and no need to purchase another phone at a $300 cost to me.Desired SettlementRepublic wireless should credit my account either the $400 for the phone they are not willing to replace, or credit my account the $300 for the replacement phone that I am being forced to purchase, along with an adequate credit for my down time (service I am paying for but unable to use). I would also like this complaint forwarded to [redacted] (CEO) as I have previously requested twice. I'm sure this is not how he wants his customers treated!Business Response Oops, we are a little late in getting our update posted to the Revdex.com, but we have already been in touch with this end user.We don't completely agree with the assessment of events and timelines relayed as to our responsiveness.For example, back in 2015 we actually didn't suggest a different handset, in fact this customer wrote in a ticket, "I currently have a deft (sic) xt and am happy with the plan I am on. I was thinking about upgrading to a moto x". When we heard from Mr. [redacted] on August 9, 2016, which is the ticket he is referring to in this complaint, we interacted via chat but were unable to resolve the inquiry in that manner so a ticket was immediately opened and we replied with additional troubleshooting within an hour of the ticket being created. Mr. [redacted] replied back 2 hours later (6:46pm). Our next reply to Mr. [redacted] was the next day at 11:36am, approximately 17 hours later (our [redacted] to reply per our website is 24 hours). After completing this troubleshooting step, Mr. [redacted] replied at 3:45pm stating the issue was fixed. At 6:22pm, Mr. [redacted] replied back stating the fix was only temporary and the issue had returned. Our next reply was at 9:17am the following morning to advise him we had completed all of the troubleshooting that was available for the issue and that it appeared to be a hardware failure in the phone. Since Mr. [redacted] was unhappy with this resolution, his ticket was sent to our escalations team. Contrary to his claim that we never responded, we did reply on 8/17 and actually offered him a $50 discount with free shipping towards the purchase of any phone he wanted.Mr. [redacted] has requested a refund from us, however, the handset Mr. [redacted] is referring to was not purchased from us. We have no way to determine the source of the handset, presumably from a third party such as via[redacted] list, therefore, Mr. [redacted] will need to pursue any refund from the party from whom he actually purchased the phone. As mentioned above, as a customer courtesy we did offer a $50 credit toward a new phone purchased from us - we did not hear back from Mr. [redacted] on that and to the best of our knowledge Mr. [redacted] has since purchased another phone from a third party (not from Bandwidth).For absolute clarity, at no time was Mr. [redacted] completely out of service on the handset purchased from a third party - Mr. [redacted] still had full access to our service while connected to WiFi; the issue he experienced only affected service when he did not have access to WiFi. According to our records based on communication with Mr. [redacted] the best estimate we have of the issue duration was between August 9th and August 25th. We are more than pleased to provide Mr. [redacted] with a full month of service credit to and a we have contacted Mr. [redacted] to let him know. We most definitely appreciate Mr. [redacted]'s long term relationship with Republic Wireless and most certainly hope the handset he recently purchased from a third party is working well. If at any time in the next six months Mr. [redacted] would like to take up our offer of $50 toward a new phone and with free shipping, he need only to open a customer case with us via his account and reference ticket number [redacted].Thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry, and again, our sincere apologies for the delay in responding and your understanding that from time to time spam filters catch legitimate email!Consumer Response WHAT IN INSULT!!!!! THIS IS EXACTLY THE LACK OF PROFESSIONALISM I EXPECTED AFTER READING THE HUGE LIST OF OTHER Revdex.com COMPLAINTS! "SPAM FILTER" AND "TIMELINE" GREAT EXCUSES!!!!!! HOW ABOUT ACTUALLY TAKING CARE OF THE SITUATION AND GIVING ME THE CREDIT I DESERVE???? I STILL WANT THIS FORWARDED TO [redacted] (CEO). Final Business Response We are terribly sorry to hear that Mr. [redacted] feels this way. Unfortunately, we simply cannot offer credits on something we didn't even sell - if we did we would never be able to stay in business! (No one could ever buy a car privately from an individual on[redacted] list and then take it to a dealer and ask the dealer to replace it...) We stand behind everything we sell so if Mr. [redacted] elects to purchase a handset from us he can enjoy any money back guarantee we offer and any applicable warranty which may come with any handset we sell. Similar warranties are offered by handsets purchased directly from a manufacturer such as [redacted]. This is why we not only provided a courtesy credit for one month of service, but an offer of a credit toward a new phone. We would be thrilled to know that Mr. [redacted] has a good handset in his possession that we or a manufacturer can stand behind; unfortunately, we can't provide credit for a used handset purchased from another source...Thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry.

Republic wireless offers a Incipio Dual Pro "Case" for Moto X pure edition cell phones, It is not a Case it is a Shell, it does not come with screen protection. It claims "proven Protection against drops and bumps" but without a screen protection it cannot protect be proven against drops or bumps, unless they only ever fall on the edge of the phone. Without a screen protector it should be advertised as a shell, since it has an opening, or unfinished exterior. The only way to find out the said object is not an enclosed container on all sides is to open the box ( which has an easy release and closing function, no tearing of packaging), is to open it, it is shipped in a way that you cannot see the face of the object until it is removed. So after I opened what was supposed to be a protective case, I found out it is only a shell. Republic wireless is refusing to issue a refund for return, because I opened (again no tearing in the external packaging) the item. Between their website advertisement, lack of pictures of the product by itself, and referring to it as a hard case, not a hard shell. ( not to mention listing poly carbonate, which is generally what most screen protectors use as well as for the backer). they have created a situation in which I purchased an item that was misrepresented, and only could find out about the misrepresentation by opening the box, by which they claim I cannot return it?They have trapped me into blowing 30$ plus shipping (potentially twice if I could return it), on a product that does not meet advertisement, and I cannot return to find one that does.Product_Or_Service: Incipio DualPro CaseOrder_Number: XXX-XXXXXXX-XXXXXXXAccount_Number: XXX-XXXXXXX-XXXXXXXDesired SettlementI want a refund, They sold the item as a hard case, its barely a shell, the only way to find out what it was, was to open it, there was not enough description on their website for them to explain "hey when we say case, we mean a shell, and when we say protection against drops, only on the edge of the phone, not the screen, which is the most important part to its function."Business Response Oops, we are a little late in getting our update posted to the Revdex.com - we have already been in touch with this end user.We apologize for any confusion and inconvenience this valuable customer experienced - we take product descriptions from the manufacturer - we appreciate the feedback and will ask our product team to contact the manufacturer about the description. We most certainly do not want an unhappy customer so we have contacted Mr. [redacted] and have already provided him with a full refund as well as a free return shipping label.We appreciate Mr. [redacted] being part of the Republic Wireless family, and thank you again for giving our Republic Wireless business unit an opportunity to respond to this inquiry. And again, our sincere apologies for the delay in responding and your understanding that from time to time spam filters catch legitimate email!

Republic advertises roaming, but without warning stopped allowing cell calls while on roaming, though it is still advertised as available in my area.First, some description of the issue. My husband and I have had Republic for two and a half years, during which time we lived in Alaska, a covered area according to Republic's website. We had a few minor issues that resolved themselves, but suddenly one day both of our phones stopped sending calls to non-whitelisted numbers. (Whitelisted numbers are numbers you have successfully called before while on cell coverage quite the catch-22.) Because so many of our calls had previously been placed only over wifi, very few of our frequent contacts were whitelisted. This meant we could basically call each other (sometimes not reliably), and send texts, but if we needed to call a friend or a tow truck, or the police we were out of luck.After one month of going back and forth with customer support, during which time they repeatedly suggested the same fixes, like factory resets, despite the fixes not having worked in the past, they finally told us the reason our service had been cut: because Alaska is a [redacted] roaming area, the roaming agreements changed, leaving us without cell coverage, and there was nothing they could (would?) do about it.OK, that's fine, sucks for us, but whatever. My problem is that Alaska remains advertised on their website as a covered area, despite the fact that you cannot place cell calls in Alaska. What about all of the other roaming areas advertised on their website when are these areas going to suddenly switch to unadvertised, uncovered areas? (In case anybody thinks this is a localized issue, within the past month, I have taken the phone to Fairbanks, all up and down the George Parks Highway, to Soldotna, and to Anchorage basically covering 75% of Alaska's population centersand I can assure you that nowhere in these areas am I able to place a call on cell. Over the coming two months, I will be visiting Ketchikan, Juneau, and all other towns up and down Southeast Alaska, covering up to 95% of Alaska's population centers, and I will attempt to make cell calls in all of these areas to check and see if the problem is "localized" or not. I'll report back if I get any new info.)I believe this is an egregious case of bait-and-switch: Republic advertises a service, and then cancels it without warning once the $500 investment in proprietary phones is made and the warranty window has passed. I asked for a refund of our phones, but they refused. I will continue to pursue a refund.I purchased my most recent republic phone in January 2016 through a third party. The phones are proprietary and it is required to buy one of three Republic-branded phones to use the service. My issue is with the service (cell talk and text, wifi data plan), not the phones. I purchase service monthly through their no-contract policy. My most recent purchase was 5/28/16. Service costs $19-24/month for two phones. The service issues arise on the account number associated with the phone numbers XXX-XXX-XXXX and XXX-XXX-XXXX.Desired SettlementI want a refund of $206.58 + $75.00 to cover the cost of the two proprietary Moto G cell phones that are now useless to me due to service being cut off. Since I am unable to use these phones on any other service, I feel this is an appropriate solution.Business Response Thank you for giving Republic Wireless, a business unit of Bandwidth.com, Inc., an opportunity to respond to this inquiry.We have had a considerable amount of correspondence with this customer, including detailed information exchanges right down to specific street addresses for the purposes of roaming analysis. For brevity and privacy reasons we will not elaborate further on those specifics as the customer is well informed.We would however, like to address the broader issues this customer raised. First and foremost, our roaming coverage maps are 100% accurate based on the roaming information provided by the underlying CMRS provider we depend upon when a Republic Wireless user does not have a WiFi connection. This customer has an address on file in a different state than the one they are actually located in - had this customer entered their accurate state/address as to where they are actually located, they would have found that we would have declined to accept them as a customer because although there is roaming available (based on the constantly changing and adjusted roaming agreements our underlying CMRS provider has) in the parts of the state in which they are actually located as per the coverage map, roaming is always a best efforts offering and we do not accept customers in certain states because of this - we just don't think they will be happy. We do wish this customer had entered their actual and accurate state/address into our systems when they obtained service and they would have gotten our full and transparent disclosure as to why we could not accept then as a customer.Secondly, this customer purchased their handsets on a secondary market, not from us. We have no way of knowing what version of software, etc., is running in the handsets, and how recently the roaming information was updated. As stated above, roaming is always a best efforts matter and we do not accept customers in the state this customer is actually located in. In order for roaming to update and be the most current on the handsets, the handsets must register and be on in a native cell coverage area for the underlying CMRS provider, not in a roaming area. We fully explained this to the customer on numerous occasions, however, because the customer was not in a state where the underlying CMRS provider has native coverage, no updates could/can occur to the handsets as to the latest roaming coverage. In an effort to resolve this tricky situation, we even contacted our underlying CMRS provider to double check roaming at very specific addresses, and to see if there was something special that could be done to update the secondary market handsets with the most recent roaming updates, but unfortunately there is not - the only way the handsets will ever update with current roaming information is if the handsets are turned on while the customer is in an area where the underlying CMRS provider has native (non-roaming) coverage.We sure do wish the situation was different and we realize this is frustrating for this customer, but unfortunately they did not buy the handsets from us, nor are they located in an area (state) we would even have accepted them as a customer had they entered accurate and correct location information in their account.We wish this customer the very best in either travelling into an area with native CMRS coverage so their handsets can update, or selling the handsets on the secondary market in which they purchased them so that they can get service from another provider who natively serves their location.Thank you again for giving Republic Wireless, a business unit of Bandwidth, an opportunity to respond to this inquiry.Kindest regards,Bandwidth.com