On-the-Go E-Mail

As society continues to become more mobile, on-the-go needs of wireless users are on the rise. The need to access personal accounts while traveling from point A to point B is what keeps us connected to the outside world. E-mail is one account mobile users consider a high priority. However, the technology needed to provide this feature is not yet available to meet many users' needs.

ALLTEL Total Hold Time: 4 minutes

Transfers/IVR Layers: 3

CSR: Thank you for calling Alltel. This is (name). Can I help you?

WR: Can I use my wireless phone to access my e-mail?

CSR: Hmmm. Let me get you to that department because I'm not positive how that works. Just one moment.

(On hold)

CSR 2: Thank you for calling Alltel. (Name) speaking. How may I assist you?

WR: If I had service with you, could I use my wireless phone to access my e-mail?

CSR 2: No, not at this time. We haven't gotten the software that will enable you to access your e-mail from your telephone.

WR: My friend's NeoPoint phone does that so I didn't know if it was possible with all phones?

CSR 2: Not at this time. We're not carrying that type of equipment.

AT&T WIRELESS Total Hold Time: 0 minutes

Transfers/IVR Layers: 1

CSR: Thank you for calling. This is (name). How may I help you?

WR: Is it possible to use my wireless phone to get my e-mail?

CSR: People can send you text messages through the e-mail.

WR: Can I read it on my phone?

CSR: No, you can't.

WR: OK, because my friend has one of those NeoPoint phones ...

CSR: We don't have that. If you have voice mail and text messaging with your account, you can go to any of your e-mail addresses like Yahoo! and put in your area code and your wireless phone number, and then it's @mobile.att.net. That's your e-mail address for your phone. So you have to do it from your computer to your phone.

WR: I can't see it on my phone's display then?

CSR: No. You'll just read the text message from whoever sends it.

WR: What's different about the NeoPoint and your phones?

CSR: Well, they get news and entertainment and all that sort of stuff on theirs, but all we can do is just personal text messages.

WR: Do you know when other phones might offer that feature?

CSR: I'm sure that maybe one day it will be available, but if it is, it's probably going to be for all the digital multinetwork phones -- you know, the newer phones.

CENTENNIAL WIRELESS Total Hold Time: 2 minutes

Transfers/IVR Layers: 1

CSR: Thank you for calling Centennial Wireless. My name is (name). Can I please have your mobile number with area code?

WR: I just have a question. If I had your service, could I use my wireless phone to get my e-mail?

CSR: Get your e-mail on your computer?

WR: No, on the phone.

CSR: Oh. Voice mail?

WR: No, to read it on my phone.

(Silence)

WR: I'm asking because my friend has a NeoPoint phone and she can read her e-mail messages, so I wanted to know if it was possible on all phones.

CSR: For that question, I'm going to have to transfer you into a local store. I'm not sure if they have that or not. What city are you in?

WR: (Gives city)

CSR: One moment.

(On hold one minute)

Sales Rep: Thanks for calling Centennial Wireless. This is (name). How can I help you?

WR: Can I use my wireless phone to read my e-mail?

SR: No, you can't.

WR: My friend has a NeoPoint phone and is able to read her messages that way.

SR: She has a what?

WR: A NeoPoint phone.

SR: Omnipoint?

WR: NeoPoint.

SR: NeoPoint? I don't know. What service does she go to?

WR: I'm not sure.

SR: Is it Sprint?

WR: I really don't know.

SR: Yeah. We don't offer that service. I think Nextel might offer that, but it's only digital service so if you ever get in an analog area, you can't even use your phone.

WR: Oh, really?

SR: Yes. Just something for your knowledge.

Mystery Caller is Wireless Review's ongoing series of random calls to service providers to determine how a customer might be treated and the accuracy of distributed information.