Issues switching from Voda to XT.

Forums › Spark New Zealand (including Skinny and BigPipe) › Issues switching from Voda to XT.

JennyS

4 posts

Wannabe Geek

#40160 26-Aug-2009 14:58

<techno-thicky here, please be gentle!>

History: my partner bought an iphone 3G through Vodafone 6 months ago. As the coverage is *&^%, and with the telecom offer, we decided to investigate switching over. We bought a telecom prepaid SIM and plugged it in to check the coverage, all good. This morning he went into a telecom shop to do the switch, including having the number ported across. Took the same SIM in with him. Now the iphone won't work at all, but the most wierd thing is that the network says “O2″. We have never had an O2 SIM in the thing! No phone/txt etc…

We are aware of having to load the carrier bundle via itunes to get data etc, but it was a case of “first things first” and get the phone working at least.

Phoned the shop who told him the SIM must be faulty (of course it's not, and proved that in a different handset), then said the iphone must be faulty (it's not, as the voda SIM goes back in and it's fine).

Can anybody please offer any suggestions or help?

Thanks in advance

1 | 2

361 posts

Ultimate Geek

#250688 26-Aug-2009 15:10

A bit weird.. You've tried restoring the phone, applying the XT carrier settings and giving it a go?

JennyS

4 posts

Wannabe Geek

#250728 26-Aug-2009 16:30

Apparently every time he enters the APN settings and leaves the "settings" menu, it reverts back to "O2". By restoring the phone, do you mean restoring the factory settings?

Thanks
J

johnr

19282 posts

Uber Geek
Inactive user

#250734 26-Aug-2009 16:39

Have you made sure 3G is enabled on the phone?

Ashka

139 posts

Master Geek

#250737 26-Aug-2009 16:46

Apple's support discussions for iPhone.
If anyone can help the guys there can

http://discussions.apple.com/category.jspa?categoryID=201

NonprayingMantis

6434 posts

Uber Geek

#250739 26-Aug-2009 17:06

I thought when you ported a number, it took at least 2 days for the port to go through, during which time the SIM won't work. If that is the case then you might benefit from waiting 3 days+ to see if the problem persists. The O2 thing is odd

Can anyone confirm/deny this?

jaidevp

331 posts

Ultimate Geek

Trusted

Spark NZ

#250740 26-Aug-2009 17:07

It's possible your porting hasn't completed. Does your Voda SIM still work?
Also as per Johnr make sure 3G is enabled, without it you will have no coverage. If you have no coverage the SIM is designed to switch to the O2UK IMSI which is for roaming. Shouldn't happen in NZ too often, however if you are out of coverage or have turned 3G off it is the likely cause.
If you switch the phone to manual network search, wait for list of networks, then back to automatic it should change back to the Telecom IMSI and connect.

JennyS

4 posts

Wannabe Geek

#250960 27-Aug-2009 12:16

Thanks for the help! 3G was activated all along...
After a series of manoeuvres involving generally d!cking about switching SIMs and powering up/down, the SIM now works and displays the telecom logo. Maybe the porting completed overnight too. Now wea re doing the itunes/carrier bundle thing, so there's progress anyway. The coverage is much better, which is what we really wanted to achieve (providing we can get the data working). The complete lack of support from Telecom around this is pretty unnerving though - what's behind this?

J

Tradepub

Free professional, reference and technical white papers (affiliate link).

friedCrumpet

271 posts

Ultimate Geek

#250988 27-Aug-2009 13:23

JennyS: The complete lack of support from Telecom around this is pretty unnerving though - what's behind this?

J

How is it a complete lack of support when a Telecom representative posted in this very thread with very good information about what was likely happening?

JennyS

4 posts

Wannabe Geek

#250994 27-Aug-2009 13:34

I'm grateful for jaidevp's help, but the point is, I had to hunt out a bulletin board and ask strangers (although you're all very nice and helpful!) how to solve the problem, rather being able to get help from the people in the stores (or telecom helplines), who are actually selling the service. Case in point, one has to load the carrier bundle from this website, there's no link from the telecom site, which strikes me as odd. And the whole "this is at your risk, we CANNOT help you if this goes wrong" which is converse to usual practices of good customer care!

I'm not making any point here, I was just wondering if there is some kind of liability issue with telecom staff "formally" offering support to do the switch-over.

J

munchkin

939 posts

Ultimate Geek

Trusted

#251009 27-Aug-2009 14:28

There's no liability issue here at all, Telecom officially states the iPhone is an unsupported handset, and while staff will help to the best of their ability where possible (ie, network issues) any handset issues (ie, hardware) should be taken up with either the retailed or the OEM.

The other thing is that porting a number between networks is never an instantaneous thing, you should be prepared for it to take 24 hours.

freitasm

BDFL - Memuneh
79267 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#251016 27-Aug-2009 15:26

JennyS: I'm grateful for jaidevp's help, but the point is, I had to hunt out a bulletin board and ask strangers (although you're all very nice and helpful!) how to solve the problem, rather being able to get help from the people in the stores (or telecom helplines), who are actually selling the service. Case in point, one has to load the carrier bundle from this website, there's no link from the telecom site, which strikes me as odd. And the whole "this is at your risk, we CANNOT help you if this goes wrong" which is converse to usual practices of good customer care!

I'm not making any point here, I was just wondering if there is some kind of liability issue with telecom staff "formally" offering support to do the switch-over.

J

J, I am glad it's working... But reality is the iPhone is not officially sold by Telecom and it's not officially supported on Telecom. So what you get is "community support" from people around here who knows about their stuff and can help you.

I doubt there's much a Telecom retail store can do. If they know what they are doing it's ok, but if something goes wrong customers would complain loudly - so probably they rather not touch unsupported devices.

The same goes with Vodafone. Try getting a non-Vodafone handset to work on their network. Not many Vodafone store will help you, and the ones willing to will charge a fee to look and configure parallel imported handsets.

bjhoogs

183 posts

Master Geek

#251099 27-Aug-2009 20:49

There was no issue for them to not help you with. They probably should have made you aware that the port could take a few days.

nzbnw

2374 posts

Uber Geek

Trusted

Spark NZ

#251103 27-Aug-2009 21:00

NonprayingMantis: I thought when you ported a number, it took at least 2 days for the port to go through, during which time the SIM won't work. If that is the case then you might benefit from waiting 3 days+ to see if the problem persists. The O2 thing is odd

Can anyone confirm/deny this?

OT but a port can be completed within the same business day, however having a 24-48 hour lead time is common.

nzbnw

DeroyBoy

262 posts

Ultimate Geek

Trusted

#251113 27-Aug-2009 21:55

Once when I did a full restore of my 3G in iTunes with XT sim in it iTunes downloaded the O2 carrier bundle. After I manually put the xt one on it was fine thou.

johnr

19282 posts

Uber Geek
Inactive user

#251115 27-Aug-2009 22:01

DeroyBoy: Once when I did a full restore of my 3G in iTunes with XT sim in it iTunes downloaded the O2 carrier bundle. After I manually put the xt one on it was fine thou.

Do you know why you got the 02 carrier bundle?

I do

John

1 | 2