Sprint + Nextel = Ensemble

[KyleMac]

So i called up Sprint today to ask about my account and the rep said that i am no longer with SprintPCS. I am now with a company called Ensemble. As such, she could not access my account whatsoever. I had to wait to be transferred over to the Ensemble division. This is apparently what they are calling the new system that they are using for SprintPCS and Nextel customers as part of the finalization of the merger deal. If I get a Sprint only service center when i call customer service, they have to transfer me to ensemble, really weird. My girlfriend is still on Sprint and her account could be accessed by this rep. Its completely random when your account will be transferred to Ensemble, but every account will be switched over at some point. This also means that when i send an email to an Ecare representative, they cannot access my account to make any additions or check the status of my account.

Any chance that Sprint/Nextel becomes rebranded as Ensemble in the future?

[steezY one]

Ensemble is the legacy Nextel billing system. The transition isn't random, Sprint/Nextel has scheduled dates. They have undergone four mass conversions so far.

Sprint/Nextel will not change its name to Ensemble, it's just the name of the billing system they are now using.

[KyleMac]

Thank You. The Rep said that it was random when each account is switched over to that billing system, you wont know when your account is transferred until after it is done.

[nowires]

Ensemble is the legacy Nextel billing system. The transition isn't random, Sprint/Nextel has scheduled dates. They have undergone four mass conversions so far.

Sprint/Nextel will not change its name to Ensemble, it's just the name of the billing system they are now using.
What is the target date to complete the migration for all accounts to Ensemble?

[steezY one]

I am not sure on the target date for full conversion. I have been told(this is not confirmed) that business accounts will be the last to convert.

They usually let us know about a week in advance when the conversions will take place, but I haven't seen anything regarding when they expect to do their final mass conversion.

[olsen469]

what exactly is better or worse about this system? please dont tell me its going to remove my free perks :indiff:

[Visual Voicemail]

I don't believe so Max, but I do know one thing:

It's already hard to get your current account switched over to SERO and not change your number or agree to a new line of service. . . but its damn near IMPOSSIBLE once your account is moved over to Ensemble!

I have been trying to get my friends account (which is already in the Ensemble system) switched over to a SERO account and each and every rep I speak with says that it cannot be done. And I have spoken with regular reps, retention reps, employee account reps, and enterprise reps on this account and no one seems to be able to make the conversion. Something about SERO being in the old systems and not being able to be applied to accounts already in the Ensemble system. Sucks for my friend.

But word to the wise, for anyone who currently is thinking about SERO (via plan switch, not new line of service) better get moving! You never know when your account will be moved into Ensemble, and then it might be too late. :indiff:

And I consider myself to be quite well at getting SERO for my friends/family as well as mass free perks (6pm nights, FIMF, Business Discount, Loyalty Discount, Free Phone, etc.). . . so to not be able to get SERO with no perks for one simple account must mean that this Ensemble system is serious.

[syncmaster]

What will this mean for people with both iDEN and CDMA accounts? Will they finally be able to get 1 bill?

[deanwoof]

seems to me that the OP is calling a direct P2K customer care number. that is why he/she cannot get the rep to help him, but instead has to be transferred to Ensemble.

employee accts will probably get moved next. yippy! lol.

ensemble is bad news bears for SU'ers because it is going to be a cleaner system. people cant just force things on (contract overrides, the "wrong" customer loyalty discounts, etc...).

it's been a complete mess the last week or so at the store level.

[mindwarp]

I went yesterday and changed my 8200 for a fusic and they gave it to me with the price of a new acctivation. But I noticed that the system was acting a bit weird, so the cs told me that they have been having problems with the system since this change started.

[Gibsohnn]

Sprint contracted out it's billing and rented Precedent 2000 (known as P2K). Nextel owned their own billing system outright, called Ensemble. Instead of continuing to rent a billing system, Sprint Nextel decided to consolidate into Ensemble. This IS causing headaches but each system has it's pro's and con's (from a rep perspective). October is when everything should be done totally I believe. Ensemble (when it's working right) is EXTREMELY easy to use, and I mean extremely!! However, we aren't able to do certain things that we were before, it's very smart. I won't get into details, but it doesn't allow anything crazy to be done.

[C1787GJ]

I had the worst problem with trying to reach Tech support today. I called tech support and they said they could not access the account as it is now in Ensemble. OK fine, I know this is happening, she gave me a number and also transfered me. Transfers me but to a person that doesn't have access to ensemble accounts yet either! Basically after hold times and talking to people it took me about 45 minutes just to reach someone I could speak to that could help me!! I will be happy when everyone is switched over and everything is working correctly. I know we at RadioShack are supposed to have SNAP being rolled out the end of this month :) Seems like most accounts I try to pull up in FAST say they have been converted, so they have to be close to done I'm assuming.

[steezY one]

I know we at RadioShack are supposed to have SNAP being rolled out the end of this month :) Seems like most accounts I try to pull up in FAST say they have been converted, so they have to be close to done I'm assuming.
That sucks, SNAP has been available for indirect for at least a month now.

[deanwoof]

yes ensemble is smart. but a lot of simple things cannot be performed - adding/removing voicemail, call forwarding, call waiting, using spanish voicemail, changing authorized user (name on caller ID), removing ipbasic (blocking vision capabilities), blocking text messaging, figure out the true past due on an acct, change an address.

oh yeah, and my favorite game is gone....


finding the best phone number.

[jayhuffdaddy]

So if this Ensemble is so smart am I going to be screwed on getting all my free perks back? Should I re-up my contract so I don't have to worry later down the road. Will the system be able to be manipulated later down the road? I always deal w/executive services anyways and they can pretty much do anything when i call.

[Gibsohnn]

yes ensemble is smart. but a lot of simple things cannot be performed - adding/removing voicemail, call forwarding, call waiting, using spanish voicemail, changing authorized user (name on caller ID), removing ipbasic (blocking vision capabilities), blocking text messaging, figure out the true past due on an acct, change an address.

oh yeah, and my favorite game is gone....


finding the best phone number.


Amen, Amen and AMEN!!!


So if this Ensemble is so smart am I going to be screwed on getting all my free perks back? Should I re-up my contract so I don't have to worry later down the road. Will the system be able to be manipulated later down the road? I always deal w/executive services anyways and they can pretty much do anything when i call.


We have no way of knowing exactly what will be available later.

[Cnorwapo]

Someone lighten me up with some info on this....I am currently with Sprint (Samsung M610) and considering getting one of the new hybrid phones (nextel) and still under contract till 2008......mywife an I share a plan and how will this work?

[Gibsohnn]

Someone lighten me up with some info on this....I am currently with Sprint (Samsung M610) and considering getting one of the new hybrid phones (nextel) and still under contract till 2008......mywife an I share a plan and how will this work?


All customers are eligible to receive full new customer pricing on HYBRIDS ONLY at any time. FYI.

[8eh0e]

Here's my ensembe story: my account is in limbo. CS can't pull up my records, I/CS can't see my plan, I/CS can't see what I have subscribed, and I've lost my wireless backup account (it's expired, and in a grace period). CS has been unable to associate my phone with my account, so I've also lost my picture mail.

A few weeks ago (6/2/2007), I posted that I've been unable to log into sprint.com for a few weeks. The reason, it turns out, is because my account was migrated over to Ensemble. Today is the first time I've been able to log into the website more than once. That's almost a month that my account has been in migration....

And of course, even though I can't see my bill, and CS can't see my plan nor what I've subscribed to, I'm still being billed.

That iphone is looking really good now....

[Dan]

Here's my ensembe story: my account is in limbo. CS can't pull up my records, I/CS can't see my plan, I/CS can't see what I have subscribed, and I've lost my wireless backup account (it's expired, and in a grace period). CS has been unable to associate my phone with my account, so I've also lost my picture mail.

A few weeks ago (6/2/2007), I posted that I've been unable to log into sprint.com for a few weeks. The reason, it turns out, is because my account was migrated over to Ensemble. Today is the first time I've been able to log into the website more than once. That's almost a month that my account has been in migration....

And of course, even though I can't see my bill, and CS can't see my plan nor what I've subscribed to, I'm still being billed.

That iphone is looking really good now....

Just remember the fiasco that cingular had when migrating at&T (blue) customers to Cingular (orange) accounts.

Many wireless carriers have headaches when they implement some change. I assume your voice calling still works? If so, your doing better than those AT&T blue customers from a few years back!

[Deval]

Yeah unfortunatly its a trying period right now, and they are trying to migrate everyone over with the smallest possible impact.

[Sunny7L]

I think I spoke to the same lady, last week, and she didn't even ask what I wanted. She was totally unhelpful and Reps like her are probably the reason so many people leave Sprint. Or at least the reason people avoid calling. But, since this migration email support has been extrememly slow. Though, it may be improving, there was a shorter delay in the most recent response.

But, I agree, the iPhone looks really good right now.

[broken_tsi]

Sprint contracted out it's billing and rented Precedent 2000 (known as P2K). Nextel owned their own billing system outright, called Ensemble. Instead of continuing to rent a billing system, Sprint Nextel decided to consolidate into Ensemble. This IS causing headaches but each system has it's pro's and con's (from a rep perspective). October is when everything should be done totally I believe. Ensemble (when it's working right) is EXTREMELY easy to use, and I mean extremely!! However, we aren't able to do certain things that we were before, it's very smart. I won't get into details, but it doesn't allow anything crazy to be done.

When I worked for Sprint, we used both P2K and Premiere. P2K was easy to work if you knew how, it's very good for getting those plans that don't exist anymore as most of them are kept in that program. I used to hook up nice people all of the time with stuff from there that was free or retention only type plans. :tu:

[Guy]

I have experienced similar nightmares after being switched over to the new ensemble account system. The worst has been trying to reach customer care or a technical service rep and having to wait on hold forEVER while being transferred to different people that cant access my account.

I will very happy when this whole debacle is over with.

BTW, has anyone managed to get the "straight to rep, no wait time" number for ensemble accounts? That one isn't listed in the FAQ's yet.

[thechosen1ji]

yes ensemble is smart. but a lot of simple things cannot be performed - adding/removing voicemail, call forwarding, call waiting, using spanish voicemail, changing authorized user (name on caller ID), removing ipbasic (blocking vision capabilities), blocking text messaging, figure out the true past due on an acct, change an address.

oh yeah, and my favorite game is gone....


finding the best phone number.

i love ensemble more that premiere!! 1.changing caller is way easier no p2k needed 2.voicemail is a soc, easy to add and removed. 3.removing ip basic is easy breezy 4. blocking txt is also a soc, so simple 5. changing the address is a click away in the financial tab.
here are sad things for customers 1. no more temporary credits..atleast for now. 2. No p2k means no cool or cheap add ons from reg reps or tech, so dont be mad at a rep. 3. I heard registering for my sprint is quite a hassel. :lmao:

[Gibsohnn]

BTW, has anyone managed to get the "straight to rep, no wait time" number for ensemble accounts? That one isn't listed in the FAQ's yet.

We don't even have one on the store level so if anyone finds one I'd love to have it.

i love ensemble more that premiere!! 1.changing caller is way easier no p2k needed 2.voicemail is a soc, easy to add and removed. 3.removing ip basic is easy breezy 4. blocking txt is also a soc, so simple 5. changing the address is a click away in the financial tab

What department do you work in? None of that stuff works in the retail stores. Heck, you can't even see the IP Basic code in the retail store so there's no way to even remove it.

[Jason Fate]

i have a number to CDMA ensemble accounts at work, I'll get it for ya trav!

[Gibsohnn]

Thanks bro!!

[Marlon_JB2]

This sounds like a huge headache. From what I hear, P2K makes much more sense...

[NANI198]

i love the regular system (p2k). Sprint+Nextel+Ensemble=World war 3 !!!!

[thechosen1ji]

i work doing tech support. the ip basic code for us is in the agreements tab, in there it says ip C or A meaning canceled or active. Then you choose page options under this tab and go to change customer, then click on the nai button, and choose resume or cancel. this is harder than premier but easier than p2k. :clap:

ensemble+nextel+sprint=world war 3?? nah, it aint that bad. the new website+registering process now that is horrible!! :frustrate

[sshorkey]

My understanding is that P2k costs an arm and a leg and Sprint has had to pay alot to keep it running this long.
Ensemble is the industry standard and as most have said it is terrible migrating but once the CS reps have some experience it will go smoother.
But also as some have said in alot of instances there is no 1:1 feature to feature and plan to plan so there are some real mess ups in the migration.

[jsaavedr1]

From what I understand is that Ensemble is where everybody is headed to from Consumer to Corporate accounts. They are migrating people little by little by the end of 2007 everybody should be in Ensemble so waiting times will decrease so please be patient when someone transfers you to Ensemble dept obviously they are not training people fast enough to handle this system.

[odayisp]

877-541-5705 is the sprint side only direct line to ensemble and the 866-516-8159 number has both p2k & esemble-sprint side no wait time but nobody over there seems to know how to use ensemble or p2k so i would'nt ask them to do anything serious

[Deval]

It really depends on who you ask...legacy nextel folks look at p2k and they faint

[Jonathanlc2005]

what are the benifits of ensamble?

[Deval]

no idea...I'm in IT now :)

[iheartsprint5]

I've always used Ensemble because I'm a legacy Nextel care agent. We've been getting a lot of Sprint customer in our call center recently due the the change from P2K to Ensemble. It's funny because we haven't been trained to help Sprint customer but 30% of my customer care calls are Sprint. I've since learned to activate Sprint phones (totally against policy) and have learned to read Sprint billing so my transfer rate can come down a little bit, also I don't have to transfer someone into the 'Greater than 20 minutes" hold time. People keep asking my they are being transfered around so much and I just tell them there account is being migrated to Ensemble so we can have one unified billing system! Things will be better in the future, I promise!

The one system I despise is Sview which is used in certain departments (like retention and calls centers with special programs to order phones and give discounts) It is basically the worst system in the world because it is always having errors and shuts down about 80 times a day. When we tell you our systems are "updating" they are really having an error and we need to reload. So irritating!

[thechosen1ji]

The one system I despise is Sview which is used in certain departments (like retention and calls centers with special programs to order phones and give discounts) It is basically the worst system in the world because it is always having errors and shuts down about 80 times a day. When we tell you our systems are "updating" they are really having an error and we need to reload. So irritating![/QUOTE]


sshhhhh!!! thats suppose to be a secret. LOL! dont be revealing our inner defects. :haha: i admire you for all the sprint things you've learned. for nextel calls i get i just xfr ive learned too many new things already.

[Deval]

Lets not talk about Sview :(

<- sprint IT

[PCSuser]

Yea, well just for the record. I signed up for SERO on June 12th. When I signed up I was placed on the ENSEMBLE billing platform.

So it looks as though all new activations (including SERO) are going to the Ensemble billing system.

Also, to dispell the rumor that 'no freebies/perks' can be given in Ensemble. I have 50 bonus minutes, and free Sprint To Home - so I KNOW they can be given in Ensemble.

[jayhuffdaddy]

I was told by executive services today that they can still stack discounts within ensemble so guess that means I don't have to worry.

[Deval]

maybe more rules to prevent people from working the system?

[DarkAudit]

My account has already been moved, so trying to get a phone from Best Buy a couple weeks ago was an exercise in frustration. The BB guy had to call the activation in because he couldn't figure out SNAP, and was on hold for nearly an hour. Another guy tried to place the order, but choked when it came to finalize the billing. It wouldn't send the info to the BB system. More on that in a sec.

I finally had to call *2 on my existing phone and ask that rep how the BB guy could get this done, and got another number to call. The BB guy got through, but because the aborted order through SNAP was still in the system, the Sprint rep on the other end was very uncooperative. The BB Wireless manager and the supervisor on the Sprint side each had to step in and went round and round for another 20 minutes before it was finally hashed out and I got my new phone...

Which turned out to have a bad data connection. I took it back two days later. This time I told the BB people I'd take it home and activate it through Sprint myself. That took only a few minutes to complete.

A sidebar to the data connection story happened when I visited the Sprint Store in Washington, PA. That store isn't linked completely to the new system, so all they could do was tell me what I owed on my bill. :p

[XxJiGgAmAnxX]

yes ensemble is smart. but a lot of simple things cannot be performed - adding/removing voicemail, call forwarding, call waiting, using spanish voicemail, changing authorized user (name on caller ID), removing ipbasic (blocking vision capabilities), blocking text messaging, figure out the true past due on an acct, change an address.

oh yeah, and my favorite game is gone....


finding the best phone number.

Are you saying the Reps can't do that? or you can't do that at Sprint.com? I'm a rep I can do all of those things for my callers through Ensemble

[XxJiGgAmAnxX]

Everyone that knows iDEN (Nextel) knows how to use ensemble but not familiar with CDMA (Sprint) phones, that's why your thrown all over the place when calling in for support. There are always a few agents within each department that are able to work with both, if the agent really cared they have documents they can look up to help you out but easier to just transfer you.

[Gibsohnn]

The big difference here is that call center reps have actual access to Ensemble, while those of us in retail are dealing with iRMS. It's the same thing as what you could do extra by having write access to P2K or having to go through RMS. We're gimped for now in retail.

[pinkbubbles]

i like premier better the old system. but u can block vision the internet and change a adress and everything else

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