TNZ Roaming Issues

Forums › Spark New Zealand (including Skinny and BigPipe) › TNZ Roaming Issues

aschteev

80 posts

Master Geek

#105417 4-Jul-2012 07:38

Is anyone having issues roaming at the moment with TNZ overseas? In SA at the moment, and suddenly I can't connect to any of the networks over here.

Does anyone know of any issues at the moment?

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2374 posts

Uber Geek

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Spark NZ

#650409 4-Jul-2012 07:49

Hi

What type of phone are you using? If you have an iPhone try going to settings, phone, SIM Application, Manual, Sponsor. You'll need to do the reverse on your return.

Otherwise give the Roaming team a call.

+6433710866

nzbnw

sbiddle

30853 posts

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Biddle Corp

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#650416 4-Jul-2012 08:03

My understanding is Telecom have suffered from degradation of their roaming service since yesterday morning. This is affecting all roaming traffic both inbound and outbound.

roosterpoint

5 posts

Wannabe Geek

#650462 4-Jul-2012 09:29

I am having the same issue hre in Oz, been down for 12 hours now, been on hold for the last 30 minutes from my hotel phone trying to get through to raoming helpdesk.

grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr

johnr

19282 posts

Uber Geek
Inactive user

#650476 4-Jul-2012 09:45

roosterpoint: I am having the same issue hre in Oz, been down for 12 hours now, been on hold for the last 30 minutes from my hotel phone trying to get through to raoming helpdesk.

grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr

It's a known issue so best to save your time and wait for it to be resolved

richirvine

42 posts

Geek

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#650599 4-Jul-2012 13:06

Sorry team - we are having an issue at the moment - we'll have updates on this page, or at @telecomnz.

http://www.telecom.co.nz/whatsnew/mobilextnetworkstatus/?f=network-status

Cheers

@richirvine
@telecomnz

skennedy

5 posts

Wannabe Geek

#650671 4-Jul-2012 15:14

Guys, a technical issues is (almost) acceptable but what is not acceptable is the appalling communication. One post on the Telecom website at 11am and no update since. Call the faults, recorded message - again from 11am. That is 3 hours ago - at least have the courtesy to post something saying we are still working on the fault! Steve

roosterpoint

5 posts

Wannabe Geek

#650692 4-Jul-2012 15:28

Agreed Skennedy, very glib and typically arrogant response from JohnR at vodafone, he isnt roaming trying to do business and say goodnight to his kids whilst waiting to get on another plane to go somewhere else we cant get access to voice and data.

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roosterpoint

5 posts

Wannabe Geek

#650696 4-Jul-2012 15:30

Also Skennedy, one other thing, they only acknowledged the issue at 11:00am this morning, I was affected by this last night at 5:00pm NZT. 17 hours to even acknowledge the issue!!!!

johnr

19282 posts

Uber Geek
Inactive user

#650703 4-Jul-2012 15:35

roosterpoint: Agreed Skennedy, very glib and typically arrogant response from JohnR at vodafone, he isnt roaming trying to do business and say goodnight to his kids whilst waiting to get on another plane to go somewhere else we cant get access to voice and data.

If it's a known issue then sitting on the phone waiting for soneone to answer in a call centre is not going to add much value, Answer from the call centre will be it's a known issue and investigation is ongoing,

Fine sit on the phone and wait for them to answer, CSR will click on the magic button fix roaming

roosterpoint

5 posts

Wannabe Geek

#650711 4-Jul-2012 15:42

Johnr you missed the point we moved on from the callcenter discussion, and perhaps if you are representing Voda on this forum you might like to take a course in customer service 101.

johnr

19282 posts

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Inactive user

#650714 4-Jul-2012 15:44

roosterpoint: Johnr you missed the point we moved on from the callcenter discussion, and perhaps if you are representing Voda on this forum you might like to take a course in customer service 101.

This is a public forum and I did not tell you how to do your job in Telecom

I have provided support for all customers on Geekzone for all carriers in New Zealand where possible

roosterpoint

5 posts

Wannabe Geek

#650727 4-Jul-2012 15:59

Wow John, you are really confused now, perhaps a reading lesson before the custoemr service one.

Linearity at its finest. Please note the thread was started by a customer experiencing a failure in service, and the lack in response from Tcom. I am a customer too. But I guess its easy for Telecom and Voda to forget what customers are, just noisy annoying things really.

AS an aside still no response or ETA to resoluiton and its now 23 hours without roaming voice or data. all that has been posted is an apology.

johnr

19282 posts

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Inactive user

#650730 4-Jul-2012 16:05

I am sure TCNZ is doing everything possible to get the roaming issue resolved ASAP, Maybe they don't have a time frame yet as they are working with other vendors,

sbiddle

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#650741 4-Jul-2012 16:21

roosterpoint: Wow John, you are really confused now, perhaps a reading lesson before the custoemr service one.

Linearity at its finest. Please note the thread was started by a customer experiencing a failure in service, and the lack in response from Tcom. I am a customer too. But I guess its easy for Telecom and Voda to forget what customers are, just noisy annoying things really.

AS an aside still no response or ETA to resoluiton and its now 23 hours without roaming voice or data. all that has been posted is an apology.

I knowing exactly what the issue is, and the fact it's been worked on since early yeserday morning when it first started occuring. If there was a simple fix it would have been fixed by now, but in this case there have been multiple attempts to resolve this issue which hasn't fully resolved it.

Not every issue can be fixed by pushing the reset button.

Roaming issues can be particularly complex to deal with, and in this case 2degrees are also being affect by the TNZI issues. As is the case at Christmas time when both were affected, it may be necessary for carriers to make significant changes to even switch to other links. SS7 isn't a simple thing to deal with, especially when you've got so much signalling involved.

richirvine

42 posts

Geek

Trusted

#650838 4-Jul-2012 18:55

Guys, latest update from Telecom, this is going up on the service alerts page very soon:

Telecom International Mobile Roaming Update
4th July, 2012

Telecom apologises for any inconvenience customers are experiencing as a result of an issue with our international mobile roaming service.

We appreciate the impact this may be having on customers while abroad and wish to reassure you that we have our top technology people and partners working around the clock to restore this service as soon as possible.

If you need to make urgent calls, texts or access data, we recommend you log into Wifi capable services or obtain a local SIM card.

Telecom is giving this issue its highest attention and we will post another update as soon as practical.

Again we apologise for this inconvenience and appreciate your patience.

@richirvine
@telecomnz

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