ADIANT CELLULAR CONNECTIVITY VERIFICATION PROCESS

STEPS WE TAKE IF CUSTOMER IS NOT GETTING SERVICE TO WATCH:

MX-LOCare CUSTOMER MUST VERIFY THE FOLLOWING:

  1. VERIFY COVERAGE MAP OF AREA LOCATED ON BOTTOM OF OUR WEBSITE.
  2. VERIFY THAT CUSTOMER HAS ACTIVATED THE WATCH.
  3. VERIFY SIM SERVICE HAS BEEN TURNED ON VIA KORE (USA & ROGERS) PRISM PRO.
  4. VERIFY THAT CUSTOMER IS UP TO DATE ON PAYMENTS OR DOES NOT HAVE OUTSTANDING OVERUSAGE CHARGES*
  5. VERIFY THAT CUSTOMER HAS RECEIVED AN “E” ON SCREEN OF WATCH BEFORE AND CANNOT RECEIVE AT THIS TIME?
  6. VERIFY IF CUSTOMER IS INSIDE AN OFFICE BUILDING OR ANY BUILDING STRUCTURE THAT MAY MADE OF STEEL, IRON OR TIN THAT MAY CAUSE SIGNAL DISRUPTION OR COVERAGE.

STEP BY STEP RESOLUTION PROCESS:

  1. HAVE CUSTOMER REMOVE THE SIM CARD USING SMALL PAPER CLIP OR FLATHEAD SMALL SCREWDRIVER.
  2. HAVE THEM PUSH DOWN ON SIM INSIDE SIM CARD SLOT. SINCE IT IS SPRING LOADED IT WILL POP UP.
  3. REMOVE THE SIM CARD TOTALLY FROM WATCH. PLEASE NOTE THE WAY IT CAME OUT. COPPER SIDE UP AND NOTCH IN FIRST.
  4. SHUT OFF WATCH BY PUSHING BLACK ON/OFF BUTTON UNDER SIM CARD SLOT. A MUSICAL CHIME WILL PLAY AS LONG AS THERE IS BATTERY LIFE.
  5. NOW REINSERT SIM CARD COPPER SIDE UP NOTCH IN FIRST.
  6. TURN ON WATCH WITH SAME ON/OFF BUTTON. MUSICAL CHIME WILL PLAY AND ADIANT LOGO WILL APPEAR ON FACE OF WATCH.
  7. TIME AND VARIOUS ICONS WILL BEGIN TO APPEAR ON SCREEN. WAIT FOR “E” ON UPPER LEFT OF WATCH FACE. THIS MEANS YOU NOW ARE CONNECTED TO CELLULAR NETWORK AND RECEIVING SIGNAL TO WATCH.
  8. IF “E” DOES NOT APPEAR ON FACE OF WATCH PLEASE GO OUTSIDE AND TAKE WATCH FOR A WALK OR DRIVE UNTIL “E” APPEARS.
  9. IF THERE IS NO “E” PLEASE CONTACT OUR CUSTOMER SUPPORT HOTLINE AT 877 980 4477 X3.

*IF CUSTOMER HAS RECEIVED NOTIFICATION THAT THEIR SERVICE HAS BEEN DISRUPTED DUE TO OVERUSAGE OF VOICE MINUTES THE SYSTEM MAY PREVENT ACCESS TO CELLULAR NETWORK.