We were curious how the new Verizon Wireless Remote Diagnostic tool will work on the LG Revolution and Droid Charge. After you download and install the updates on these two models, you will be able to use "Verizon Remote Diagnostics."
We contacted Verizon spokesman Albert Aydin who described the process. The tool will only be initiated after the customer is asked permission to use it and accepts "terms and conditions."
Here's how the process works:
- First, when you call Verizon Wireless customer support you will be asked permission to use the tool.
- Then, you will see a notification on your LG Revolution or Droid Charge once customer support initiates the Verizon Remote Diagnostics tool.
- You will then get a permission request on the phone along with “terms and conditions” and an “Accept” or “Reject” button.
- You can then select “Accept” in order for the tool to run.
- While on the phone with customer service, the customer service rep will give you a 4-digit PIN and that PIN must be entered in order for the remote access to continue.
- There are access controls for certain apps like email and messaging.. Customer support will have to get permission for additional access to these types of apps.
"At any time, the customer can stop the process," said Aydin.
He confirmed that Verizon Remote Diagnostics does not run in the background. It will only run when a customer calls customer support and gives permission to use it. Personal information is not logged, during the session.
You won't get a big data bill either. The tool itself does not incur data charges. If, however, during the support session an application being diagnosed remotely uses data then that customer’s data plan will apply (eg. website is launched from the browser).
Here are the terms and conditions that customer will see before accepting and agreeing to use the tool.
You will not be charged for SMS messages used by this service. In addition, you will not be charged for data usage for the retrieval of device information and remote screen display and control while using the service. There will be a small amount of data usage (approximately one (1) KB) for the initial service setup charged in accordance with your data plan. In addition, your calling and data plans will apply to any use of a remotely controlled application (data, SMS, voice) by you or the CSR.
I called Verizon support and told them I did not want the new update on my phone.
They told me I could refuse it and did not have to agree to install it on my LG Revolution. When the OTA started I tried to cancel it but thereis no way to do this. Eventually after some time went by trhe update began without any action by me and installed itself on my phone. I consider this a violation of my rights and never agreed to the Verizon Remote Diagnostics being allowed on my phone. Sorry, but I can't believe a word Verizon says anymore. They lied to me and are probably lying about how the tool work, what it monitors, and when.