Issue with network registration, 2 sim swaps did not help.

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dolsen

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#105382 3-Jul-2012 13:10

Hi all,

I have a problem where my phone is not able to connect to the 2 degrees network. I went to a store and they charged me $5 to do a sim swap. This didn't work, so they attempted to do another one, however, this also didn't work. My sim, the original sim swap and the second sim swap did not work in the stores phone. The stores sim does work in my phone, so, the sim swap was probably not needed, the problems seems to be "further up". After spending half an hour in the store, the phone was not working but I was told that it was probably because they did 2 swaps and it would work in about an hour. This was at 9:30 this morning, but, it is not currently working.

I did have a similar issue in January 2011, see here. The outcome of this was that after a few messages to 2 degrees care, it started working again and I was told this.

"Just to let you know Customer Support identified the system issue and it's now been resolved. It was a one-off problem that shouldn't happen again. Apologies for the inconvenience caused. "

Can someone look at this issue again and see if it is the same issue or advise the best way to get this working again?

SteveON

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#650034 3-Jul-2012 13:27

dolsen: Hi all,

I have a problem where my phone is not able to connect to the 2 degrees network. I went to a store and they charged me $5 to do a sim swap. This didn't work, so they attempted to do another one, however, this also didn't work. My sim, the original sim swap and the second sim swap did not work in the stores phone. The stores sim does work in my phone, so, the sim swap was probably not needed, the problems seems to be "further up". After spending half an hour in the store, the phone was not working but I was told that it was probably because they did 2 swaps and it would work in about an hour. This was at 9:30 this morning, but, it is not currently working.

I did have a similar issue in January 2011, see here. The outcome of this was that after a few messages to 2 degrees care, it started working again and I was told this.

"Just to let you know Customer Support identified the system issue and it's now been resolved. It was a one-off problem that shouldn't happen again. Apologies for the inconvenience caused. "

Can someone look at this issue again and see if it is the same issue or advise the best way to get this working again?

Have you tried a different phone?

phantomdb

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#650047 3-Jul-2012 13:37

Have you tried forcing the phone to find the 2deg network in the network settings, ????

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dolsen

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#650056 3-Jul-2012 13:45

The store tried my sim, their replacement sim and the replacement replacement sim in the stores phone - did not work.
I have tried a known good (store sim with different number) in my phone, phone did work.

Manual registration against the network (second thing I tried after a reboot) does not work.

johnr

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#650064 3-Jul-2012 14:07

Were KI's attached to those SIMs?

SaltyNZ

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#650073 3-Jul-2012 14:25

johnr: Were KI's attached to those SIMs?

The shop SIM-swap SIMs have IMSI & KI but no MSISDN associated with them in the HLR.

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These comments are my own and do not represent the opinions of 2degrees.

2degreesCare

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#650087 3-Jul-2012 14:50

dolsen: The store tried my sim, their replacement sim and the replacement replacement sim in the stores phone - did not work.
I have tried a known good (store sim with different number) in my phone, phone did work.

Manual registration against the network (second thing I tried after a reboot) does not work.

Sorry to hear this. I can see you called us and I'll take it up with Provisioning this side.

BTW what phone make/model do you have?

Cheers
^POB

dolsen

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#650088 3-Jul-2012 14:56

2DegreesCare:
dolsen: The store tried my sim, their replacement sim and the replacement replacement sim in the stores phone - did not work.
I have tried a known good (store sim with different number) in my phone, phone did work.

Manual registration against the network (second thing I tried after a reboot) does not work.

Sorry to hear this. I can see you called us and I'll take it up with Provisioning this side.

BTW what phone make/model do you have?

Cheers
^POB

Hi, it's a Huawei IDEOS X5.
The Sim number printed on the sim is the same as that shown in the my 2 degrees / PUK code screen.

Equinox IT

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phantomdb

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#650090 3-Jul-2012 15:04

If you X5 is only lasting a day you can extend your battery life and remove all the preloaded stuff, mine now runs for 2 and 3/4 days with minimal use on one charge, previously it was about a day if lucky.

see www.huaweidevice.com DO THIS ALLL AT RISK OF VOIDING YOUR 2d warranty, but gingerbread is worth the upgrade.

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2degreesCare

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#650105 3-Jul-2012 15:26

Just checked with Provisioning who said they resolved this this morning. Have you tried rebooting your phone?

If it's still down try in another phone and PM the number printed on the SIM with your number and location.

Cheers
^POB

dolsen

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#650112 3-Jul-2012 16:03

2DegreesCare: Just checked with Provisioning who said they resolved this this morning. Have you tried rebooting your phone?

If it's still down try in another phone and PM the number printed on the SIM with your number and location.

Cheers
^POB

Hi,

have sent you the sim and location details. Provisioning may have said that they fixed it this morning, but, that was without it actually being fixed at any time. My understanding was that they advised the store person (who is the person they were talking to) that the reason that the 1st sim swap didn't work was that that sim was a bad sim, and the reason the 2nd sim swap didn't work was because the system was updating from the 1st sim swap and that the phone would start working after 30 - 60 minutes.

dolsen

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#650212 3-Jul-2012 19:43

The phone is now working. About 5:40 I reset the phone and manually selected the 2 Degrees network and it assoiated itself with the network. I had been trying this throughout the day without success, but, this time it worked. I've now selected for it to automatically select the network.