Visitor
•
1 Message
Soft reboot
Yesterday while trying to use my Apple Pay, I accidentally activated the emergency system which called the police and all my contacts. The phone froze. I could not turn it off.
I talked to two representatives directly on the chat. Who couldn’t fix it and told me to go to an Xfinity store. At the Xfinity store I first talked to the technician who said I needed a new phone. I then was directed to a person to get a new phone with my insurance.
He said I can fix that. He did a soft reboot. He pushed the two buttons for volume on the left side and the button on the right side simultaneously and the phone reset
I think you need to educate your people on the chat help on how to do a soft reset
XfinityAirelle
Official Employee
•
3.3K Messages
3 hours ago
Thank you for taking the time to share this feedback. We can understand how alarming it was to accidentally activate Emergency SOS, have the phone freeze, and then be told the device might need to be replaced when a force restart was able to resolve it.
What the store representative performed is generally called a force restart. On most newer iPhones, press and quickly release the Volume Up button, press and quickly release the Volume Down button, then hold the Side button until the Apple logo appears. The steps can vary depending on the iPhone model, so Apple also provides the official instructions here: Force restart an iPhone.
We’re glad the store representative was able to get your phone working without replacing it. Your feedback is fair, and we appreciate you calling attention to a troubleshooting step that could have saved you time and an unnecessary store visit.
0
0