Unable to locate phone by gps.

when trying to locate a phone, the phone receives text alert saying it metroguard is trying to locate phone but the website says the phone does not respond. what is the issue? I have a samsung galaxy indulge with the android 2.2.1 operating system
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  • I’m FRUSTRATED
    You know it's funny that I have the same problem. I have spent countless of days and hours with tech support to resolve this issue and nothing has been done to correct it. Seems that they came out with some new and very tested the app. I sounds like a wonderful tool, but how well is wonderful when it never works. So sad.
    • Another forum posted said that they contacted the BBB about this...they got refunded $ for all of the months Metro Backup failed them. Not a bad idea and worth a shot!

      My phone went missing last weekend (never showed back up) and I had to have a new one overnighted to me. When I went to sync my contacts using my laptop, it downloaded 4 onto my phone...woop-dee-doo! I have WAY more than 4...more like four HUNDRED and four (give or take a few.) Not even a week prior to my phone I synced my contacts and ALL of them showed up on the MTP website as well as on my phone.

      So back to the day only 4 contacts showed up on my phone. I ran the sync again and got the same results. Then I thought...hmmm, maybe I'll get different results if I run the sync using the MTP app on my phone? I tried it and I was correct...174 contacts showed up on my phone. BUT...95% of the contacts weren't phone #'s (or even email addresses)...they were all name tags that I have on my Picasa photo editing program on my laptop! WTF?!?!?! And not only that...but each of those name tag contacts were duplicated THREE TIMES onto my phone. So NOW I only have about 10 legit contacts that I NEEDED, and the rest are contacts that I never requested and now have to DELETE them. I am soooooooo pissed off because Metro has lost the rest of my contacts!!

      And that's not even the best part...it keeps getting better. Just for s*its and giggles I figured I'd see if the Locate function was working. Of COURSE it wasn't, and the phone was sitting next to me the whole time. (Oh WAIT...I was sitting inside, in my living room. I suppose for it to work I'll have to place the phone OUTSIDE {{on the roof perhaps??}} in order for the those trusty ol' satellites to pick up the signal. LOL! Now I DID get the text saying that Metro was trying to locate the phone, and I DID get an email saying that my phone had been located BUT...when I went to the map on the MTP site to see the location I had to laugh. It was saying that my phone was about 5 miles away, and the date said December 11, 2012...4 months ago!! I refreshed the page and tried locating it again and it gave me the same results. The odd thing about this was back in December I left my phone at a restaurant and had to use the Locate function to track it down. That's the last time I used the Locate function and for some reason it was displaying that information as being current ;(

      And of course I knew that the Scream function WASN'T going to work so I didn't even bother to try it. Why bother right?

      LUCKILY there's a site (and an app) called MightyText that does the same things as Metro Backup. I've been using them for years...and they're FREE! The only problem is that they save your contacts...but there's no way to get them back on your phone unless it's done manually. OH WAIT...THAT'S WHAT METRO BACKUP IS FOR!! :) Oh...wait.....

      Suggestions ANYONE?!?!? (None from YOU, Mr or Mrs Engineering Support at Asurion...your answers stink. No wonder you work with Metro PCS!
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  • To obtain an accurate GPS locate, a handset needs to receive information from at least four satellites that orbit the earth (32 total). It then calculates the distances from the satellites and determines its location by trilateralization.

    So this works best when outside in an open space because at this time we don't offer assisted GPS or aGPS which relies on network towers.
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    • Please call 1-888-8metro8 in order to assist you further with your location issue.
    • I understand the problem with GPS versus aGPS, but I have to say that should have occured to someone when designing this system. It is still a nice feature, but I imagine the vast majority of lost phones will be indoors somewhere. For the sake of transparency that really should have been mentioned somewhere prominently when advertising the service. People would probably still want the feature, but it undermines the integrity of asurion and Metro PCS when a product fails to live up to expectations because the company misled or failed to adequately educate their customers. Underpromise and overdeliver should be the motto of every company. Try to always exceed customer expectations, and your customers will be much happier. Happy customers are loyal customers, and the value of a loyal customer is much greater than any temporary profits that might be made by generating revenues using misleading advertisements of products or services. This is particularly true for Metro PCS and Assurion since neither service is provided under contract, and customers can readily leave at any time for other companies that provide a product that is perceived to be identical. In this market it is exceedingly important to take advantage of any opportunity to differentiate your product from your competitors. I hope you find these comments to be beneficial. I have spent a great deal of my life as an outside marketing consultant for major corporations such as Chrysler, Pepsico, and Bank of America.
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  • was gps on when you lost phone and thers one where you can make your ph make a loud noise when u log into backup.metropcs.com
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  • 1
    Dear Engineering Support,

    That is the lamest thing I have ever heard, seriously. I won't be losing my phone out in an open space- I live in LA. So if you are saying that unless I do lose it in an open space so 4 satellites can locate it, and I won't be able to use the gps metro total protection location service, what am I doing paying for it on all 3 of the phones my family has? We;ve had them for two months and its never worked, even when the phones are sitting right next to me with gps on and full signals.

    In fact, I was talked into getting these smart phones for my kids because I was told I could always know where they were as long as they had their phones. This was another crock I was told. I love the price of metro pcs but really and truly, you guys need to get it together.

    I will be canceling that service and using google latitude, which is free.
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  • I’m frustrated
    Ok, so you have a service to go to a website if we cannot find our phones where we can click a link and we're supposed to be able to locate our phones via GPS, but the satellites in outer space can't penetrate buildings, so we have to drop our phones in the middle of nowhere for your feature to work? What are the chances of that?! And, does your literature on this feature explain that clearly to customers BEFORE they sign up for it? I sure as heck didn't see that.

    Also, your features of sounding an alarm to locate your phone, enabling the lock out on the phone, and erasing the contacts list for privacy's sake if you lose your phone, aren't every one of those features dependent upon GPS working as well?

    So, basically, what Asurion, Inc. who is the Parent Company who is responsible for insurance claims for MetroPCS Wireless, Inc. from what I gather, and also who created the Smart Phone App we're discussing here, or at least had a hand in it, is saying is that yes this app works to GPS-Locate your missing phone, sound an alarm, put it in lock down to prevent it's use while missing, and remotely delete your friends/family/business, etc. contacts data, BUT, only if you misplace said phone outside! Otherwise, it's completely worthless and taking up phone memory and hard drive space, and your money month after month?

    I just tested EVERY ONE of those features with a Samsung Galaxy Indulge 4G like the original poster has while in the San Francisco Bay Area (not sure where the original poster hails from) and I had PERFECT 4G signal strength and the "Standalone GPS Services" and "Google Location Services" enabled, and the MTP website said Sorry, unable to find the phone - maybe it's turned off? Of course, that was after I successfully received an SMS message each time.

    Oh, wait, I'm indoors, not in the middle of nowhere, so the satellites can't find me! I'm sorry, I was wasting my time! *rolls eyes*
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  • I’m frustrated
    What the?! I can see the location of my phone as of the last time total protection app send location. Apparently THAT location works inside. So I guess if someone takes my phone I can follow their location until they disable the location info.

    So it is pretty interesting that I'm paying for a "protection" service that does not allow me to locate my phone if it is indoors NOR DOES THE ALARM SOUND indoors apparently! Now what possible use is an alarm to locate your phone if it does not work inside where you phone is usually needing to be found (in a pocket, handbag, under sofa)!!!

    So boils down to paying $5/mo for handset insurance, period. Given my phone also has a $100 deductable I'm going to have to calculate the cost/benefit for this....
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  • I’m frustrated
    2
    Oh and I went out onto my patio and tried to use the alarm and the location AND IT DIDN'T WORK THERE EITHER! But all of my other GPS devices INCLUDING metro navigator work from same spot!! Me thinks these alarm, lock, etc features are FAKE!
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  • I’m very frustrated with so call new technology.
    It is so funny that I took my android phone to a metro pc store to find out why it was not saving my contacts and it started to locate the phone. The sales person got upset because the satilete detected the exact location of the phone and did something to it. Now I try to locate my phone and it says it will take almost 3 minutes to locate and it send out a text to the "lost phone telling the phone it is trying to locate it"
    Like the phone is supposed to text back and say "hey here I am".
    Now let me get this straight, some people get the metro guard in case their phone is "STOLEN" not lost. Now, If my phone gets stolen, I try to locate it and Metro Guard sends a text to the "thive" that stoled my phone...... do you really think that the thive is going to leave the phone on when you are telling them you are trying to locate the phone they just stole? Hello where the heck is the common sense. An are the kids going to send that signal when they know that mom or dad is trying to find them?
    Lets might as well send the send a tip to the bad people 3 minutes before they do a bust down in a house that they have been watching for weeks.....lol....
    Who the heck though about that text messege sent to the phone to alert it that someone is trying to find it....boy they did not use the brains on that one.
    I wish you can skip that warnning text on my phone.......
    I have been paying for the service for over 5 months and the contacts do not get saved all together only 87 out of 800 and the phone cannot be found because it does not respond.....lol..
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  • I’m frustrated
    1
    This, as well as MANY billing difficulties are why I'm leaving Metro PCS on Tuesday! I bought the iPhone 5 from Verizon Wireless, so I'm taking off from Metro & NEVER looking back!
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  • 1
    I hate Metro and the stupid ToTal Protection!! It doesnt protect against anything!! My phone was stolen last night and I called to suspend my account and when I called back this morning the automated voice said "I can not connect you with an agent because your account is past due".. LOL this company is a joke! The Total Protection is another warranty plan gone wrong.,..it only insures the company that they will be making more money off of their already expensive phones. I mean expensive because it only takes a few dollars to make so they are already profiting.. and then they profit already from insurance and the different little package so why not take some of those profits and actually create warranties that work, I am thinking about contacting the BBB because this is ridiculous!! I am not paying for this crap any longer!!
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  • 1
    Ohhh and i tried to locate my phone all day using the GPS but like everybody else said it seems my phone had to be lost in an open area to work. But my thing is what if somebody would have stole me?? How could my mom or somebody track my phone down if I was not in an open space?? What if I had kids and they were kidnapped?? As a salesperson I know you are not supposed to sale lie... I am not going to say "hate" but i dislike this feeling I am receiving from Metro with a passion!!!
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  • I’m pissed
    i've downloaded the app to my phone and i'm not computer illiterate. Yet, when i log on, it brings me to the contacts page. To sync and edit my contacts.
    Well, I've got a missing phone now and really need to locate it, but can't get anywhere else but that stupid contact page!!
    • There should be a blue bar across the top, with white text. Toward the right hand side, maybe toward the middle - I forget because I left MPCS - there should be a large print link where you can locate the phone, lock the phone, or clear all of your personal data from the phone (e.g. phone book contacts, text/video messages, etc.)

      The only way the website should ONLY be showing your contacts is if you're paying the $1/mo fee for MetroBackup, and not the $5/mo fee for MetroGUARD.
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  • This reply was removed on 2012-11-12.
    see the change log
  • This reply was removed on 2012-11-12.
    see the change log
  • I’m frustrated
    I have been paying for this service for over a year. My phone is on and this feature is not working. Why would you tell people they can locate their lost or stolen phone and they can't. Until this is fixed, everyone who pays for this service should be refunded the price of the service!!!!
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    • I did. they did NOTHING!!!!!!!!!!!!!!!!!!!
    • That's actually a really good idea...I never would have thought of that (to request my $ back.)

      My phone went missing last weekend (never showed back up) and I had to have a new one overnighted to me. When I went to sync my contacts using my laptop, it downloaded 4 onto my phone...woop-dee-doo! I have WAY more than 4...more like four HUNDRED and four (give or take a few.) Not even a week prior to my phone I synced my contacts and ALL of them showed up on the MTP website as well as on my phone.

      So back to the day only 4 contacts showed up on my phone. I ran the sync again and got the same results. Then I thought...hmmm, maybe I'll get different results if I run the sync using the MTP app on my phone? I tried it and I was correct...174 contacts showed up on my phone. BUT...95% of the contacts weren't phone #'s (or even email addresses)...they were all name tags that I have on my Picasa photo editing program on my laptop! WTF?!?!?! And not only that...but each of those name tag contacts were duplicated THREE TIMES onto my phone. So NOW I only have about 10 legit contacts that I NEEDED, and the rest are contacts that I never requested and now have to DELETE them. I am soooooooo pissed off because Metro has lost the rest of my contacts!!

      And that's not even the best part...it keeps getting better. Just for s*its and giggles I figured I'd see if the Locate function was working. Of COURSE it wasn't, and the phone was sitting next to me the whole time. (Oh WAIT...I was sitting inside, in my living room. I suppose for it to work I'll have to place the phone OUTSIDE {{on the roof perhaps??}} in order for the those trusty ol' satellites to pick up the signal. LOL! Now I DID get the text saying that Metro was trying to locate the phone, and I DID get an email saying that my phone had been located BUT...when I went to the map on the MTP site to see the location I had to laugh. It was saying that my phone was about 5 miles away, and the date said December 11, 2012...4 months ago!! I refreshed the page and tried locating it again and it gave me the same results. The odd thing about this was back in December I left my phone at a restaurant and had to use the Locate function to track it down. That's the last time I used the Locate function and for some reason it was displaying that information as being current ;(

      And of course I knew that the Scream function WASN'T going to work so I didn't even bother to try it. Why bother right?

      LUCKILY there's a site (and an app) called MightyText that does the same things as Metro Backup. I've been using them for years...and they're FREE! The only problem is that they save your contacts...but there's no way to get them back on your phone unless it's done manually. OH WAIT...THAT'S WHAT METRO BACKUP IS FOR!! :) Oh...wait.....

      Suggestions ANYONE?!?!? (None from YOU, Mr or Mrs Engineering Support at Asurion...your answers stink. No wonder you work with Metro PCS!
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  • everyone who has or is paying for this service should legally be refunded. product doesn't work and you are ripping millions of people off on a daily basis. your disgusting and that's why I now have an iPhone with ATT ! now what do I do with that 379.00 phone ummm yah fancy paperweight.
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  • everyone who has or is paying for this service should legally be refunded. product doesn't work and you are ripping millions of people off on a daily basis. your disgusting and that's why I now have an iPhone with ATT ! now what do I do with that 379.00 phone ummm yah fancy paperweight.
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  • Why dont I get exact location on phone when I press locate phone ? I get some random dot that may or may not be in the same location as the phone. What settings do we use to get exact last location ? How can it give us driving directions if it doesnt have an address ?

    This reply was created from a merged topic originally titled
    Accurate Locations.
    • Hi Danita. To obtain an accurate GPS locate, a handset needs to receive information from at least four satellites that orbit the earth (32 total). It then calculates the distances from the satellites and determines its location by trilateration.

      Assisted GPS or aGPS is another type of GPS that relies on an assistance server, in addition to the satellite’s trilateration data. The assistance server from Metro provides additional network information to the device that can aid it in the calculation of its location. This can be very helpful when the satellite signal is weak or unavailable (usually due to the device being indoors).

      The Metro Total Protection app (MTP) uses both sGPS (standalone GPS) and aGPS to calculate a handset’s location. Any time a handset is polled for bread-crumbing data (location interval data, as opposed to a real-time locate data), the MTP app uses sGPS data only to capture those scheduled requests. sGPS data is highly accurate but not as reliable as assisted GPS (aGPS).

      Anytime the MTP app is asked to do a real-time locate, aGPS is used through the Metro network to combine the GPS collected data with the Metro assistance server data. aGPS will return a more reliable position, but is not always as accurate as sGPS due to coverage constraints and other network factors. In the event that aGPS is unavailable when a real-time locate is initiated, the MTP app uses a failover method back to sGPS.
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  • is there another app i can download to track my daughters phone? Metro guard alerts her when i am trying to locate the phone. A friend of mine a while ago told me that there is a third party app that allows me to track her as she is driving down the road and she wouldnt have a clue. I think she may be on drugs and I need to know what she is doing she wont tell me anything anymore.
    • Hello Jennifer! Great question~

      You are free to browse your device's respected app store to find a more suitable location service for you and your family. MetroGuard, in its design, is catered for single-owner use, as it can only track one device at a time, and of course, notifies the owner (this cannot be changed either). For your situation, I would recommend an app such as Life 360o, which is free of charge, and will allow you to track multiple devices at a time, from one phone to another, as well as allow you to configure alerts.

      Please bear in mind, any location service you choose must be pre-installed on the phone before it can be tracked. Hopefully, this information helps, and that everyone is safe and sound.

    • I will try it thank you very much. I dont know what else to do about this. I know it is invading her space and privacy however I am not her friend i am her mother and its my job to make sure that she is not messing up her life right?
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