poor quality service in wellington CBD

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kiwijunglist

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#1122780 5-Sep-2014 21:35

I'm on 4g tonight on my s5 working at the hospital in Wellington :)

HTPC / Home automation (home assistant) enthusiast.

2degreesCare

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2degrees

#1125604 10-Sep-2014 10:21

Sorry we're late to the party on this one. :|

If it's still an issue please can you PM us with the following details -

Your 2degrees number(s)
An alternative number (if poss) to call you on to check your settings.
Make/model of your handsets (I appreciate you have stated them here but having the info in one place really helps)
Exact location and time/date of the connection drops with details on what was showing onscreen (signal bars, H, H+, E etc)
If it's always been like this or a recent occurance?
If you've done a SIM swap? (We can facilitate this in one of our stores in town if need be. More info - SIM card help)
If there's others you know affected please give us their details.

Many thanks
^POB

jimbob79

673 posts

Ultimate Geek

#1150731 9-Oct-2014 14:02

I'm not sure if this is still an issue but my wife's iPhone has been dropping out of service several times a day out in Hutt for the last week. So today I popped into my local 2d shop and I was quickly prompted that there is a known issue on the 2degrees network which is affecting iphones and that engineers are working to fix the problem.

Hopefully it's going to be fixed by the weekend otherwise if my wife is not happy, nobody is happy.

2degreesCare

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2degrees

#1150742 9-Oct-2014 14:15

jimbob79: I'm not sure if this is still an issue but my wife's iPhone has been dropping out of service several times a day out in Hutt for the last week. So today I popped into my local 2d shop and I was quickly prompted that there is a known issue on the 2degrees network which is affecting iphones and that engineers are working to fix the problem.

Hopefully it's going to be fixed by the weekend otherwise if my wife is not happy, nobody is happy.

Hi, there we don't want to ruin yours or your wife's weekend but we're not aware of any known issues affecting iPhones in general.

Please can you PM us with more details including -

Your wife's name and number
iPhone model?
Couple of examples including times and dates of when it happened
Exact location where she's having issues incl street name, number, suburb
What happens when the signal drops, i.e. is she on 2degrees or our roaming network, how many bars, what's showing on screen H, E, 3G, LTE etc.
Does she have issues anywhere else?
The store you went to that told you this.
An alternative contact number.

Have you tried a SIM swap? The local 2degrees store should have offered to do that as a possible cause could be a faulty SIM.

Cheers
^POB

jimbob79

673 posts

Ultimate Geek

#1150751 9-Oct-2014 14:32

2DegreesCare:
jimbob79: I'm not sure if this is still an issue but my wife's iPhone has been dropping out of service several times a day out in Hutt for the last week. So today I popped into my local 2d shop and I was quickly prompted that there is a known issue on the 2degrees network which is affecting iphones and that engineers are working to fix the problem.

Hopefully it's going to be fixed by the weekend otherwise if my wife is not happy, nobody is happy.

Hi, there we don't want to ruin yours or your wife's weekend but we're not aware of any known issues affecting iPhones in general.

Please can you PM us with more details including -

Your wife's name and number
iPhone model?
Couple of examples including times and dates of when it happened
Exact location where she's having issues incl street name, number, suburb
What happens when the signal drops, i.e. is she on 2degrees or our roaming network, how many bars, what's showing on screen H, E, 3G, LTE etc.
Does she have issues anywhere else?
The store you went to that told you this.
An alternative contact number.

Have you tried a SIM swap? The local 2degrees store should have offered to do that as a possible cause could be a faulty SIM.

Cheers
^POB

I went to the 2d shop to initially enquire about the possibility of doing a SIM swap as I know that it can fix 'drop-out' issues but I was told that it's mostly like due to the known network fault with iPhones. I don't have my wifes details with me and I'll PM you later tonight with more details.

Btw: 2degrees Customhouse Quay, Hope I don't get anybody in trouble.

rp1790

738 posts

Ultimate Geek

Lifetime subscriber

#1150761 9-Oct-2014 14:38

jimbob79: I'm not sure if this is still an issue but my wife's iPhone has been dropping out of service several times a day out in Hutt for the last week. So today I popped into my local 2d shop and I was quickly prompted that there is a known issue on the 2degrees network which is affecting iphones and that engineers are working to fix the problem.

Hopefully it's going to be fixed by the weekend otherwise if my wife is not happy, nobody is happy.

I've been having this as well with an iPhone 5S, signal dropping out and "searching". Took it into 2D and it got swapped, the phone repair people verified a fault. However, last night I started to get the same problem with my new 6 Plus, this is in Roseneath and this morning at work (Queens Wharf Welly).

Went back to the same 2D store and they said there is an upgrade going on and he was having the same issues with his iPhone 6. The store I went to was the one on Customhouse Quay.

For me, it shows 3G at home (Roseneath) and LTE at Queens Wharf, 4-5 bars, then it'll drop to one bar, drop right out and say "Searching" eventually go back to 3G / LTE and then repeat.

Rebooting and/or resetting the Network settings to defaults doesn't help.

kingjj

1728 posts

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#1150851 9-Oct-2014 17:51

Have just spent 3 days in the Wellington CBD visiting various buildings and hammering the mobile data and have not had a single drop out or issue with congestion (Note 2 LTE). 4G coverage was great in most buildings, with 3-4 bars being the lowest I saw. Very occasionally when in the depths of a building it would drop back to 3G.

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jimbob79

673 posts

Ultimate Geek

#1153306 14-Oct-2014 08:43

The wife is still not happy. She went to 2d shop (Lower Hutt) on Monday I they recommended not to do a SIM swap as it could be a problem with the phone and even if they did they will charge $5. Vodafone don't even charge for SIM swaps and I done loads of them over the years. Anyway the their solution was to turn off the location settings as it interferes with the cellular network.

rp1790

738 posts

Ultimate Geek

Lifetime subscriber

#1153328 14-Oct-2014 09:04

I went back to the Customhouse Quay shop and showed them the iPhone 6 Plus searching for a signal and general "surging" from 0 - 5 bars. The woman there swapped out my sim (free) and since Friday morning I haven't had the issue reoccur.

Jimbob79, I'd suggest insisting on a sim swap for free as thats much cheaper and better for everyone rather than going down the path of having the phone swapped.

2degreesCare

1537 posts

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2degrees

#1153399 14-Oct-2014 10:22

jimbob79: The wife is still not happy. She went to 2d shop (Lower Hutt) on Monday I they recommended not to do a SIM swap as it could be a problem with the phone and even if they did they will charge $5. Vodafone don't even charge for SIM swaps and I done loads of them over the years. Anyway the their solution was to turn off the location settings as it interferes with the cellular network.

Thanks for the PM Jimbob, have just replied.

BTW, the store should try a different SIM in the phone to isolate the issue to SIM, phone or network as normal troubleshooting and offer a FREE replacement blank SIM if your SIM is faulty.

Cheers
^POB

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