2degrees 4G not working

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#1265230 22-Mar-2015 18:11

what you have said in the first post is not quiet the same as what freitasm has said.

there was a similar thread on this same topic

try find it and see what the resolution was there.

Jase2985

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#1265231 22-Mar-2015 18:12

MichaelNZ:

As I said, the only lines they know are to blame the coverage, tell customer to restart phone and then blame the handset.

What else could it be?

MichaelNZ

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#1265233 22-Mar-2015 18:16

Jase2985:
MichaelNZ:

As I said, the only lines they know are to blame the coverage, tell customer to restart phone and then blame the handset.

What else could it be?

Problems at their end?

Might also explain why the phone falls off when leaving roaming entering Hamilton.

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mckenndk

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#1265234 22-Mar-2015 18:17

scottjpalmer: Way back when there were numerous Samsungs that wouldn't allow 2degrees 4G until a firmware update fixed the configuration. You can probably find the thread here on GZ.

You could try flashing another firmware onto it from samfirmware.com if you are comfortable doing that.

MichaelNZ

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#1265237 22-Mar-2015 18:21

mckenndk:
scottjpalmer: Way back when there were numerous Samsungs that wouldn't allow 2degrees 4G until a firmware update fixed the configuration. You can probably find the thread here on GZ.

You could try flashing another firmware onto it from samfirmware.com if you are comfortable doing that.

I am comfortable doing that (and have done several times) but it is not appropriate this time. I am also concerned that will give 2degrees an 'out' to avoid taking responsibility for fixing the problem at their end.

If there is an incompatibility between the firmware supplied with the phone and their network, it's their responsibility to know about this and advise clients of an appropriate fix. It's a very common brand name handset so they should know what they are doing.

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Jase2985

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#1265243 22-Mar-2015 18:29

MichaelNZ: If there is an incompatibility between the firmware supplied with the phone and their network, it's their responsibility to know about this and advise clients of an appropriate fix. It's a very common brand name handset so they should know what they are doing.

is it a phone they sell?

if not its got nothing to do with them, as its a vodafone supplied phone again its nothing to do with 2degrees if it doesnt work

2 degrees can only guarantee phones they sell will work on their network. anything else is a bonus

you seem hell bent on blaming 2 degrees for the issue, and it couldn't possibly be your phones or the settings on it.

MichaelNZ

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#1265250 22-Mar-2015 18:39

Jase2985:
MichaelNZ: If there is an incompatibility between the firmware supplied with the phone and their network, it's their responsibility to know about this and advise clients of an appropriate fix. It's a very common brand name handset so they should know what they are doing.

is it a phone they sell?

if not its got nothing to do with them, as its a vodafone supplied phone again its nothing to do with 2degrees if it doesnt work

2 degrees can only guarantee phones they sell will work on their network. anything else is a bonus

you seem hell bent on blaming 2 degrees for the issue, and it couldn't possibly be your phones or the settings on it.

There is no such settings.

2degress website says the following:
"If you're in one of our 4G zones and have a 4G ready smartphone, you can now access the 2degrees 4G network in parts of New Zealand."

That includes me.

If a Samsung Galaxy works on Vodafone, but not on 2degrees, I suggest it's their problem to sort out. If their network is not compatible, it's them who are bucking the industry.

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Jase2985

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#1265251 22-Mar-2015 18:43

if thats the case try your sim in another phone. or try a different 2 degrees sim in your phone. that SHOULD tell you what is wrong, your phone or your sim

it might not be compatible simple as that.

you need to do some of your own fault finding, as there CSR's are reading out the most common ways of fixing common faults

yours does not seem common, so YOU need to try different things to see if you can get it working

MichaelNZ

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#1265260 22-Mar-2015 18:52

Jase2985: if thats the case try your sim in another phone. or try a different 2 degrees sim in your phone. that SHOULD tell you what is wrong, your phone or your sim

it might not be compatible simple as that.

you need to do some of your own fault finding, as there CSR's are reading out the most common ways of fixing common faults

yours does not seem common, so YOU need to try different things to see if you can get it working

2degrees has access to all of this information at their end. It's a nonsense to suggest the customer should be expected to know (or even care why) why it doesn't work. They know the specifics of what SIM and handset are connected. What's this got to do with me? The SIM is only a few months old. If there is a problem, they should say so and supply a new SIM to fix it.

Some companies make a habit of playing these sorts of games, blaiming the client and all. Consumer Guarantees Act states services have to be of acceptable quality. In this case they are not.

They have clearly stated on their website and to me on the phone that I should get a 4G service when in a 4G coverage area. This is what I expect.

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ArcticSilver

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#1265273 22-Mar-2015 19:25

MichaelNZ:
Jase2985: if thats the case try your sim in another phone. or try a different 2 degrees sim in your phone. that SHOULD tell you what is wrong, your phone or your sim

it might not be compatible simple as that.

you need to do some of your own fault finding, as there CSR's are reading out the most common ways of fixing common faults

yours does not seem common, so YOU need to try different things to see if you can get it working

2degrees has access to all of this information at their end. It's a nonsense to suggest the customer should be expected to know (or even care why) why it doesn't work. They know the specifics of what SIM and handset are connected. What's this got to do with me? The SIM is only a few months old. If there is a problem, they should say so and supply a new SIM to fix it.

Some companies make a habit of playing these sorts of games, blaiming the client and all. Consumer Guarantees Act states services have to be of acceptable quality. In this case they are not.

They have clearly stated on their website and to me on the phone that I should get a 4G service when in a 4G coverage area. This is what I expect.

2 Degrees could not possibly have "all the data" at their end about all phone models, variations, configurations and problems.

Coming from an IT professional, this is IMPOSSIBLE.

A customer should absolutely be expected to know what their device is capable of when they have chosen to buy a device from a 3rd party. They should also be expected to do all reasonable diagnostics as your phone could be as much at fault as 2 Degrees. In fact, this is most likely to be the case as others are working on the 4G network fine.

I would recommend going into a 2Degrees store and seeing if you can swap out your sim with another to ensure this is not the issue.

Then I would try your sim in a 4G phone. If the sim works on 4G then the phone is most likely the issue.

The next question is WHY is the phone a issue and this should be directed at the store you purchased the phone from, or Samsung (not 2Degrees).

gajan

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#1265274 22-Mar-2015 19:27

As per you first post - with a 2D sim there is no LTE option, under setting/options? What about when your Vodafone SIM was in - can you check - if it is present (under carrier/network), then simple your phone is NOT 4G ready on the 2D network. It's a firmware / software issue, and not a 2D problem.

My comments and remarks are not necessarily of my employer.

MichaelNZ

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#1265275 22-Mar-2015 19:29

ArcticSilver:

2 Degrees could not possibly have "all the data" at their end about all phone models, variations, configurations and problems.

Coming from an IT professional, this is IMPOSSIBLE.

A customer should absolutely be expected to know what their device is capable of when they have chosen to buy a device from a 3rd party. They should also be expected to do all reasonable diagnostics as your phone could be as much at fault as 2 Degrees. In fact, this is most likely to be the case as others are working on the 4G network fine.

I would recommend going into a 2Degrees store and seeing if you can swap out your sim with another to ensure this is not the issue.

Then I would try your sim in a 4G phone. If the sim works on 4G then the phone is most likely the issue.

The next question is WHY is the phone a issue and this should be directed at the store you purchased the phone from, or Samsung (not 2Degrees).

As you claim to be a quote "IT professional", as am I, you should be aware of the necessity to listen/read what is being said and avoid making assumptions.

2degrees most certainly does/should know what type of SIM is in the phone and is in the appropriate position to determine if it's the issue.

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MichaelNZ

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#1265277 22-Mar-2015 19:32

gajan: As per you first post - with a 2D sim there is no LTE option, under setting/options? What about when your Vodafone SIM was in - can you check - if it is present (under carrier/network), then simple your phone is NOT 4G ready on the 2D network. It's a firmware / software issue, and not a 2D problem.

Under settings and as stated earlier in this thread.

1. With 2degrees SIM only offers WCDMA/GSM

2. With Vodafone SIM additionally offers LTE

Clearly it's not workable for 2degrees network. As they are the common factor with the problem it's up to them to fix it at their end.

At this point I am not expecting any resolution here and this thread should only serve as a caution to anyone thinking of switching from Vodafone to 2degrees.

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freitasm

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#1265279 22-Mar-2015 19:38

No, it's not. They are not required to FIX anything if you are using a phone that comes from Vodafone.

Vodafone is the one deciding what goes on that handset and if the firmware doesn't support 4G on another device, so be it. I am quite sure if you buy a 2degrees handset it will work (providing you are on a 2degrees 4G area).

scottjpalmer

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#1265280 22-Mar-2015 19:39

My bet is they can't fix it, it is the configuration in the firmware on your phone.

If you don't like their inability to help, choose another provider, I'm sure they won't miss you and we won't miss your stroppiness on the issue.

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