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798 posts

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Topic # 107465 12-Aug-2012 19:14 Send private message

Hi

Friend is in Australia at the moment and his phone has no service.
His travel itinerary was NZ - Australia - Solomon Islands - Australia. Now, when on his first leg he had no issue roaming in Australia, he then goes to the Solomons and it doesn't work, he is not there that long so wasn't too worried about it however he is now back in Australia and he has no service.

This is the second time this has happened on exactly the same trip, when he got back to NZ the first time it happened his phone he went to telecom store and a new sim got him working straight away. He needs access while in Australia so desperate to get it working. 

I suspect that the sim and or phone has not changed whatever roaming settings it needs to now that it is back in NZ.

Any ideas?

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BDFL
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  Reply # 671543 12-Aug-2012 19:28 Send private message

I had this kind of problem, and other people had similar stuff.

Try this solution.




gzt

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  Reply # 671556 12-Aug-2012 19:57 Send private message

Has he tried rebooting the phone?



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Ultimate Geek
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  Reply # 671560 12-Aug-2012 20:07 Send private message

Yes several times. I sent him your suggestion frietasm but he says it still shows "no service". He unfortunately cant ring the roaming Helpdesk so any help will be greatly appreciated.

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Telecom NZ

  Reply # 671606 12-Aug-2012 22:01 Send private message

If you go into Settings - phone - sim applications - roaming menu - manual - and select tnz (or try sponsor) and see if that fixes it.




I work for Telecom Spark, but as always my views are my own.



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  Reply # 671661 13-Aug-2012 08:12 Send private message

plambrechtsen: If you go into Settings - phone - sim applications - roaming menu - manual - and select tnz (or try sponsor) and see if that fixes it.


The link by freitasm suggested this which unfortunately has not worked.

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  Reply # 671668 13-Aug-2012 08:30 Send private message

Dual IMSI roaming I take it?






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  Reply # 671671 13-Aug-2012 08:37 Send private message

johnr: Dual IMSI roaming I take it?


Is that for me to understand? Sadly I don't :(

BDFL
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  Reply # 671673 13-Aug-2012 08:38 Send private message

Probably not. Telecom uses a SIM with "dual identity" to roam in certain regions where it doesn't have a direct roaming agreement. The second identity is that of a partner telco who can roam there.







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  Reply # 671674 13-Aug-2012 08:41 Send private message

freitasm: Probably not. Telecom uses a SIM with "dual identity" to roam in certain regions where it doesn't have a direct roaming agreement. The second identity is that of a partner telco who can roam there.



He travels to Australia many times but on reflection the only problems he has is when he goes to the Solomon Islands. The last time this happened he got back to NZ, didn't work when he got back here. Went to Telecom store and they gave him a new sim and it worked straight away. If I got telecom to swap his sim off and on again would that 'refresh' it?



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  Reply # 671677 13-Aug-2012 09:01 Send private message

Thanks guys! Just heard from him that it is working, not sure whether it took time to work or whether he didnt accurately follow the instructions I passed on from freitasm and plambrechtsen but he is happy happy now. Cheers

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Telecom NZ

  Reply # 671693 13-Aug-2012 09:18 Send private message

riahon: Thanks guys! Just heard from him that it is working, not sure whether it took time to work or whether he didnt accurately follow the instructions I passed on from freitasm and plambrechtsen but he is happy happy now. Cheers


Great news, sometimes you need to flick in and out of Flight Mode after changing the IMSI Setting in the Sim Card.  But it should be fine from now on and if it's not he knows how to sort it.

Also worth noting you can call or E-mail the Roaming Helpdesk as per www.telecomroaming.co.nz there is the +800 number which is a worldwide freephone number depending on what country you're in.  

Roaming SupportGo to Roaming Support or contact us 24/7 by email or phone.
Email[email protected]
PhoneIn New Zealand

0800 Good2Go
(0800 466 3246)

Outside New Zealand




I work for Telecom Spark, but as always my views are my own.



798 posts

Ultimate Geek
+1 received by user: 19


  Reply # 671697 13-Aug-2012 09:37 Send private message

plambrechtsen:
riahon: Thanks guys! Just heard from him that it is working, not sure whether it took time to work or whether he didnt accurately follow the instructions I passed on from freitasm and plambrechtsen but he is happy happy now. Cheers


Great news, sometimes you need to flick in and out of Flight Mode after changing the IMSI Setting in the Sim Card.  But it should be fine from now on and if it's not he knows how to sort it.

Also worth noting you can call or E-mail the Roaming Helpdesk as per www.telecomroaming.co.nz there is the +800 number which is a worldwide freephone number depending on what country you're in.  

Roaming SupportGo to Roaming Support or contact us 24/7 by email or phone.
Email[email protected]
PhoneIn New Zealand

0800 Good2Go
(0800 466 3246)

Outside New Zealand


I have let him know to go into those settings if his phone doesnt resume service when he is back in nz. He did email roaming team 2 days agao but he has not heard from them - ringing is out of the question, he is Deaf.

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Telecom NZ

  Reply # 671708 13-Aug-2012 10:49 Send private message

riahon: I have let him know to go into those settings if his phone doesnt resume service when he is back in nz. He did email roaming team 2 days agao but he has not heard from them - ringing is out of the question, he is Deaf.


If he doesn't get any response from the roaming helpdesk he can always contact our team and we can chase up "ort at telecom dot co dot nz" or he can e-mail me directly "pl at telecom dot co dot nz" and I will find out what went on.

Just happy to hear he's now sorted.




I work for Telecom Spark, but as always my views are my own.

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