OLAM again

Same here:

L164: We are sorry,but we are experiencing a temporary system error that prevents us from retrieving your account information.

 

I had that error on Friday afternoon, but I was able to get into my OLAM yesterday.

 

LOl Shizam, sorry but I cannot give you company this time around. My OLAM has been working. I just logged in and although it was quite slow it did work.

 

I've logged into my OLAM several times over the weekend, the last time being last night and I have had no problems either.

-Jay

 

No problems here either. Try doing all the basic things to fix it; clear your cache, cookies, try logging in from another computer if possible.

 

Talking about OLAM, I found this funny. First it tells me I have the Blackjack, and then it tells me I should get the Blackjack, . I know that the second information is mutually exclusive of the first one, but it still looks funny.

 

You should try the BlackJack Charlyee, I've heard good things about it despite the fact that its a Samsung...

-Jay

 

If you haven't already called ccare I'll look up what L164 means when I get back to work

 

Wow, this stinks Shizam, I haven't been having a problem since the web site upgrade and hope they get this figured out quickly for you.

Did your billing cycle end recently or around the time of the site upgrade?

 

Good idea Jay, I think I will give the Blackjack a try

Sorry to rub salt in your wounds buddy, but this is the first time my OLAM has worked through the ending of my billing cycle and into the next one without a hiccup.

I miss bouncing Jack :O

 

SO, the Error message L164 means: Account # is null either in EDSAT or in billing system. Resolution: File a case to have issue resolved.

So it looks like the problem is being fixed

 

Cool, looks like the resolved the issue in a decent amount of time. Hope you don't have any more problems.

 

yeah...........AT&T is going through a fuull site transition...........SPrint is too actually........they are switching a lot of stuff on the website over to the old Nextel system......im not just talking about the big account migration to the ENSEMBLE billing system........but it seems that Sprint is picking the Nextel website style over the Sprint style which i think is smart........however the transition is slowing down the site

 

Ok Buddy, this post is just for you, hope you find solace in it.

My OLAM stopped showing data usage, saying it can not due to recent changes made, ofcourse I had not made any changes. Finally I called yesterday and here is the conversation:

Cs: That is because you made a change to your data plan on June 15th.
Me: I am sorry, but I have not made any changes in the last 2 months.
CS: It says here that you changed to the MediaMax 1500.
Me: Yes, I did that sometime at the end of April, from MediaMax1000.
CS: Can I put you on hold while go back and read your file?
Me: Ofcourse.
CS: Yes, I see the change was made April 20.
Me: Oh good, so what happened on June 15th.
CS: I am sorry, but I don't really know, looks like the MediaMax 1500 was taken off and put back on again on the same day. I am very sorry but there is nothing noted as to why.

I have to admit that he was extremely polite and the entire time conversation was pretty pleasant & enjoyable, well maybe not quite enjoyable.

 

Yeah..... Any time features are added or removed it'll have a few things as to who did it. It'll say SYSTEM, have the name of the system that all agent's use which is either POSII or OPUS, or it'll have a customer service rep's name on it. SO, their's always a hint as to who did it. Their may not be notes as to why it was done, but it may have been an agent in a store flipping a feature. I've been told, mind you I don't know this for sure, but I've been told that Corporate Store Locations have a list of customer's that have older features and we have newer features that the person would benefit from and they sometimes contact customer's about changing the feature. But are only supposed to do so with authorization.

 

i have a question.........i realize that there are 2 systems there that employees can use.............when i went with my friend to get her phone upgraded in an authorized retail store..........they used POS cuz i could see it in the logo at the top left of the screen............what exactly are they??.......just clients that employees can use or is there more to them than that

 

It's a terminal that works off the primary billing system. Since agent's and whatnot aren't trusted to have direct access to the billing system, they give them that which is used to process upgrades and start new service. I think they can even change rate plans, but it's very limited in what they can do to keep non-trustworthy agents from going into accounts and changing all kinds of ____. Corporate Stores manager's have access to the primary billing system and can make any changes that Customer Care can make when you call them. That's why to do early standard upgrades is has to be done in a COR store and a manager does it.

 

that is very very interesting..........didnt know that before

 

Another reason why they do that is so that agent's can't flip accounts. Basically that breaks down like this, customer goes in to store to do an upgrade. Agent in store in order to get the commission for starting a new account rather than an upgrade, tells the customer they have to get new #'s. He cancels the old account and starts a new account for them assigning them new #'s. Then when customer gets their next bill and $36 activation fees rather than upgrade fees, they get rather pissed and call customer service. Having access to the primary billing system would allow them to credit the charges before the customer ever knows what happens. That way, when this sort of thing happens it can be reported and the agent get in trouble for it.

 

so really it's just an access point with user names and passwords to limit privelages and decide who is administrator and who is a just.....whateve....i get the idea.....lol

 

Pretty much exactly, that's why it kills me when I hear customer's talking about how they went into an agent store to get an explanation about a bill or have troubleshooting done on the phone.

 

yeah..........they are just more limited.......i think one thing that has been juggled around the forums for a while is that when changes are made on the account they should be sumarized and sent in an email to the account holders email address.........that way unauthorized changes cant be made

 

Wouldn't be a bad idea, but it would require alot of resources. And primary email address can be easily changed via OLAM.

 

yes but you could even send a request to the old email to have that changed......thats how they do it for the AOL Screen Name service....same with their passwords and everything.......and if its the case that the old email has been deactivated they can call in.........and then they can email the new address with an activation link......but your right it would be complicated and would require a lot of resources........although it is an idea that has been buzzing about for a little while........especially around the Sprint forums cuz the reps there seem to mess up peoples accounts a lot.....