Real - rTV for Sprint PCS Customer Support

Welcome to the Real - rTV for Sprint PCS Customer Support page. This page contains the most frequently asked questions about the Real - rTV service for Sprint PCS.

• General Real - rTV for Sprint PCS Frequent Questions
  
  
• Frequent Questions about Real - rTV for Sprint PCS on Samsung Phones
  
  
• Frequent Questions about Real - rTV for Sprint PCS on Sanyo Phones
  

 

1. What is Real - rTV for Sprint PCS?
   
   Real - rTV is a subscription service that will keep you informed and entertained with on-demand audio and video clips of news, sports, entertainment, weather and more. Catch news headlines, daily sports summaries and highlights and weather updates to help you plan your day. Plus you can get your daily horoscope, watch movie trailers and viral videos and listen to recaps of today’s hottest TV shows.
   
   
2. How much does Real - rTV for Sprint PCS cost?
   
   Real - rTV costs $4.95 a month.
   
   
3. How do I order Real - rTV for Sprint PCS?
   
   On your mobile phone, press the Menu button. After you have pressed the menu button, select Downloads. This will take you to the Downloads menu. Then select Applications. Select Get New, then select Real - rTV. Once you click on the Real - rTV link, follow the
   directions to order and download Real - rTV for Sprint PCS.
   
   
4. How do I pay for Real - rTV for Sprint PCS?
   
   When you order Real - rTV for Sprint PCS, the $4.95 will be added to your phone bill.
   
   
5. Will I be charged for the data I use when I listen to Real - rTV for Sprint PCS?
   
   It depends. If your Sprint PCS plan is a Sprint Free & Clear Plan with unlimited PCS Vision, you will not incur any extra data charges. If your Sprint PCS plan is a Sprint Free & Clear Plan, which does not have PCS Vision, you will be charged on a per-kilobyte (KB) basis.
   
   
6. Who do I contact if I have questions about my phone and how Real - rTV for Sprint PCS is billed?
   
   If you have a question about your bill, how Real - rTV for Sprint PCS is added to your phone bill, how you are charged for data or any other billing questions, please call Sprint PCS at 1-888-253-1315 or *2 on your Sprint PCS phone.
   
   
7. What phones does Real - rTV for Sprint PCS support?
   
   Real - rTV for Sprint PCS supports the following phones:
   
   
   
   Please check back to see if your phone has been added to the list, as Sprint PCS is always releasing new mobile phones.
   
   
8. If I don’t have a Vision PCS phone, can I order Real - rTV for my mobile phone?
   
   If your phone is not one of the phones listed above, Real - rTV for Sprint PCS is not supported on your phone. Please check back to see if your phone has been added to the list, as Sprint PCS is always releasing new mobile phones.
   
   
9. What do the icons on my phone screen mean?
   
   

   	The Signal Strength icon indicates the current strength of the signal in your area.
   	The 3G Network icon indicates the availability of your connection to the Sprint PCS Vision data network.

   
   
   
10. How do I bookmark the Real - rTV homepage on my phone?
    
    When you are on the Real - rTV homepage, press the button in the upper most right hand side of the keypad. After you press this button, navigate to “Bookmark This Item.” Select “Bookmark This Item” and save your bookmark.
    
    
11. How do I pull up Real - rTV for Sprint PCS in my bookmark list on my phone?
    
    When you are on the web on your Sprint PCS Vision phone, press the button in the upper-right corner of the keypad of your handset. After you press the button, navigate to the “Select a Bookmark” link and click on it. Once you have opened your bookmarks, select and click on the Real - rTV bookmark.
    
    
12. I am in a Roaming area. Can I receive Real - rTV for Sprint PCS?
    
    It depends. If you are in a digital roaming area, you may have access to your PCS Vision services, including Real - rTV. Your ability to receive Real - rTV is dependent on the carrier's network. If you are in an analog roaming area, you will not be able to access your PCS Vision services and data network or receive Real - rTV on your phone. You will generally see an “R” or “Roam” on your Sprint PCS phone when you are not on the Sprint PCS network.
    
    

    The Roaming icon indicates that you are not currently on the Sprint PCS network.

    
    
    
13. Why do I see the message "Loading Images..." when I start to play a story clip?
    
    When you see the "Loading Images..." text, your phone is receiving all of the images associated with that story for playback.
    
    
14. I cannot hear any audio on my phone when I access Real - rTV for Sprint PCS. How do I get the audio back?
    
    You may lose audio in the following circumstances:
    


• You are in a roaming area.
• You are listening to your audio during a high usage time.
• The player is loading the stream to the player.

To verify that you are not receiving the audio or in a Roaming area, please check the screen of your handset. If you see the download screen, your audio is buffering for you to listen to. If you see “Roam” on your screen, you may be in a roaming area and may not be able to listen to the audio.

If the 3G Network icon at the top of your screen is grayed out, you do not have access to the Sprint PCS Vision network. If you do have the 3G Network icon, but it blinks slowly when you access Real - rTV, you may be experiencing network congestion. Please sign off of the Web and try again later.



15. Why is the audio taking so long to load?
    
    If the audio is taking a long time to load, you may be experiencing the following:
    
    
    
    • You are accessing the network at a high traffic time.
    • Your network signal is being interrupted by an obstruction, such as a building or tunnel.
    
    Check your phone screen for your signal strength and your network indicator on the screen. If you have a weak signal or no network connection, please try to access Real - rTV at a later time.
    
    
16. Why do I not see any pictures with my audio?
    
    Some clips in the service are audio only and there are no pictures with the audio. There are circumstances where the pictures do take longer to load based on your network signal. Please check to see if the clip is an audio clip, indicated by a speaker icon, or a video clip, indicated by a film icon. If the clip is a video clip, please check your network signal on your handset.
    
    
17. Why do I hear occasional breaks in the audio?
    
    The audio stream you are listening to on your phone is sent to your phone in small files and played continuously. The small breaks you hear in the audio are where two files are played back-to-back. This is a normal occurance during audio playback and is nothing to worry about.
    
    
18. Why might I experience dropped calls or data connection?
    
    A dropped call or connection may occur in the following situations:
    
    
    
    • The signal is interrupted by an obstruction.
    • The signal is transferred from tower to tower.
    • You are using your phone during unusually high traffic times.
    • You are outside of the Sprint PCS Network.
    
    If you have a dropped call, please contact Sprint PCS with any quality of call or connection issues that you might have.
    
    
19. How do I change the volume settings on my phone?
    
    To change the volume settings on your phone, you will need to go to the main Real - rTV page on your phone. Scroll to the bottom of the page to the Volume Control link. Click on the link, which will activate the volume control feature for your phone. We currently cannot activate the volume control from the multimedia clip.
    
    
20. Can I access and playback other Real content from the Internet using Real - rTV for Sprint PCS?
    
    At this time, the only Real content you can play on your Sprint PCS phone is the content available through Real - rTV for Sprint PCS.
    
    

If you have Customer Support issues, please contact Sprint PCS.

Samsung Phones

1. When I click on a link in Real - rTV, I see a "Good Bye" message. Am I being disconnected from the Internet on my Samsung phone?
   
   No. You have not been disconnected from the Internet. The browser on your Samsung phone is closing, so it can start RealOne Player. When you close the Player, the browser starts and takes you to the Real - rTV page.
   
   
2. When I shut down the RealOne Player on my Samsung, I see a "Good Bye" message. Am I being disconnected from the Internet on my Samsung phone?
   
   No. The phone is closing your RealOne Player and reopening your phone's browser. You are still connected to the Web.
   
   
3. When I select a story to listen to and the player is loading, I see a "Prompt Me" screen, which asks me to "Allow this file to access the network." What should I do?
   
   If this screen appears, scroll though the options until you reach "Always." Select this option. This should reset your phone to allow the player to access the content without the "Prompt Me" window appearing again.
   
   Note: On some older Samsung phones, you may need to do this again after you power down your phone.
   
   
4. How do I access the Internet from my Samsung phone?
   
   To access the web from your Samsung phone, press the "Menu" button, and then select item 4 ("Web"). This takes you to your web browser on your phone. This is true across all Samsung mobile phones.
   
   
5. Why do I see a Java screen on my Samsung phone when I listen to a clip from Real - rTV for Sprint PCS?
   
   The RealOne Player is a Java-based application. This screen indicates that it is loading the player to play the clip you have chosen.
   
   

If you have Customer Support issues regarding Real - rTV on your Samsung phone, please contact Sprint PCS.

Sanyo Phones

1. How do I access the Web from my Sanyo phone?
   
   It depends on your Sanyo phone. Some Sanyo phones require you to press the "Menu" button on your phone, and then select item 4 ("Web") from the menu. Other phones allow you to press the "Web" button on your phone's keybad, which starts the phone's Web browser.
   
   
2. Why do I see two startup screens when I start a media clip from Real - rTV?
   
   When you request a media file from Real - rTV, what you are seeing is the browser shutting down and RealOne Player starting. When the clip is finished, you can return to your browser. You will not be disconnected from the Web at any point.
   
   

If you have Customer Support issues with Real - rTV on your Sanyo phone, please contact Sprint PCS.