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301 posts

Ultimate Geek
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# 139217 31-Jan-2014 16:26
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Hi all,

 

 

 

So I've had no end of issues pretty much since moving to 2Degrees a while back (Transferred personal number on to work account), maybe 18 months ago now.

 

It started with my Galaxy Nexus.
- Then I got an HTC One X from 2Degrees.
- While it was being repaired I had a loan phone of a LG Optimus Black
- Then I sold the One X and got a Nexus 4
- After the Nexus 4 came the HTC One
- Then 2x Nexus 5's (Got one for me, wife commandeered it, got myself another a week later)
- Then there's the two Hotspots, the Huawei E5220 and Huawei E5221

This issue occurs on all of them. I've tried swapping my SIM and testing on a couple of devices, not to mention I've also got another 2degrees prepaid data SIM that pretty much permanently lives in one of the Hotspots and my wife takes it with her and uses it when she hits her 500MB limit on her XT account.

So I've tried multiple devices, multiple SIMs and the issue persists. Here's what happens:

 

I'll be driving along, or walking around a park (I play Ingress so I'm used to walking in circles - And this is why the issue pisses me off so much) when the 3G data transfer will just completely stop. Cellular signal will be good -> max, so it's not an issue. I can be at somewhere like Kell Park in Albany, walking around the park (It's a very small walk,  maybe 2 minutes from one side to the other at a casual pace) and the data will just suddenly completely stop.
Now I had MIUI on my Nexus 4 for a while which handily enough included an indicator in the Notification bar next to the clock, back before Android-4.4 KitKat showed it in the Quick Toggles, and it basically showed that the data was being sent, and my phone was happily sending information out, but it just wouldn't receive anything back. The arrow was going upwards, flashing on and off, but there was never a down-facing arrow to indicate receiving of data while this issue occurs. In KitKat now, I can pull down the quick toggles and see the same thing occurring.

This happens quite regularly for me, for example:
At Kell Park, Albany
At Te Atatu Peninsula main shops
Travelling along the motorway between Westgate and Albany
Several locations in Henderson, one comes to mind is approx 15 Central Park Drive

Now my boss swears black and blue the network is 100%, but he only ever emails and rarely does anything realtime. With Ingress, it's _all_ realtime, which is a lot of what I use my Cellphone for.

Now here's the kicker: I've tried an XT SIM in all but the Optimus Black. The XT SIM (My wifeys) never had a single issue.
As soon as I pop a 2Degrees SIM in there, I can make it happen usually within about 20 minutes. I spent half an hour at Kell Park yesterday during lunch, happened twice. Day before it happened 3x in about the same period.

So, it's not my devices, it's not my SIM card, it's not just one location, and it's _all_ traffic to the Cellphone (So Hangouts stop, HTTPS & HTTP traffic stops, Ingress stops, pings stop). Surely this isn't just happening to me, and others have noticed the issue?

The way around it? Wait for a few minutes, airplane mode on / off, or reboot the phone so it re-initializes a connection with 2degrees (Power cycling the Hotspot works too).

Has anybody else come across this? Any suggestions on a resolution? 2Degrees don't seem too interested in my dealings with them.

Any feedback would be welcome.

 

Thanks

 

 

 

Chill.

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2degrees

  # 978248 31-Jan-2014 16:53
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Hi Chill, thanks for the feedback and sorry to hear you've had these issues.

So we can investigate the issues fully please can you PM me with the following details so I can get our Tech Support to look into it and perhaps raise it with our RF Field team to do a drive out to these areas.

Please provide mobile numbers affected.
Exact location/address where you're experiencing the issues including: - Street number, Street Name. Suburb, Town/City
Date issue started and specific dates (if poss) that it goes down.
Frequency of Issue. Does this happen all the time or intermittently, please give examples of time/dates if poss.
Bars of reception the device is showing at the time
Network phone is showing as connected to/connecting to. Do you ever get a roaming signal? (In these areas you should only get 2degrees)
Whether you're connected to 2G or 3G
If 3G try testing with 3G and 2G Only and let us know the outcome.
What was service like before hand? If it's deteriorated please give us an approx date.
What do you find when you have the same SIM in another handset at the same spot or pop another SIM in?

I appreciate some of the above you've mentioned but we need to have info on times/dates, if other 2degrees customers were affected etc.

Many thanks
^POB



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Ultimate Geek
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  # 978260 31-Jan-2014 17:23
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2DegreesCare: Hi Chill, thanks for the feedback and sorry to hear you've had these issues.

So we can investigate the issues fully please can you PM me with the following details so I can get our Tech Support to look into it and perhaps raise it with our RF Field team to do a drive out to these areas.

 

I believe Sylvia Park 2Degrees had done that, but I'm not going to turn down further help, so please by all means go for it! :D

2DegreesCare: Please provide mobile numbers affected.

Happens on my mobile, along with some free SIM I got when buying the Hotspot, so it's not specific to my number / account.

2DegreesCare: Exact location/address where you're experiencing the issues including: - Street number, Street Name. Suburb, Town/City

A couple have already been mentioned. Kell Park. Te Atatu Peninsula main shops (and surrounding area). 15 Central Park Drive (There's some portals there that always give me issues getting to)

 


2DegreesCare: Date issue started and specific dates (if poss) that it goes down.

I'm not sure you read the post, I'm getting the feeling this is a canned response. Please see details in the original post

2DegreesCare: Frequency of Issue. Does this happen all the time or intermittently, please give examples of time/dates if poss.

Again, as mentioned in the original post, it happens regularly but intermittently. Usually a couple of times a day. Yesterday lunchtime (12 -> 1PM) and same for day before, up at Kell Park are the most recent instances.

2DegreesCare: Bars of reception the device is showing at the time

As mentioned in the original post it always shows good -> perfect reception

2DegreesCare: Network phone is showing as connected to/connecting to. Do you ever get a roaming signal? (In these areas you should only get 2degrees)

Always on 2degrees. I've tried turning roaming on / off but it makes zero difference, it's always on 2Degrees when this occurs. Only time I've ever had data roaming was up by Silverdale and I didn't stay there long enough to notice if it had issues

2DegreesCare: Whether you're connected to 2G or 3G

Both 3G and EDGE

2DegreesCare: If 3G try testing with 3G and 2G Only and let us know the outcome.

See previous

2DegreesCare: What was service like before hand? If it's deteriorated please give us an approx date.

See original post, it's happened ever since I ported my number 18 months ago... Not to mention my Hotspot has always behaved that way since I got it a few months back.

2DegreesCare: What do you find when you have the same SIM in another handset at the same spot or pop another SIM in?

See original post for full description of everything tested. It's not a handset issue, and popping an XT SIM in the devices the issue goes away.

Appreciate that you've taken some interest in it though, that's promising at least!

 
 
 
 




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Ultimate Geek
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  # 978263 31-Jan-2014 17:38
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Somebody has just suggested on G+ to me that I try the "direct" APN instead of "internet" so I'll give that a shot too!

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  # 978270 31-Jan-2014 17:44
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direct APN?

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2degrees

  # 978271 31-Jan-2014 17:46
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Hi Chill

If you could PM the numbers/SIMs affected that would be great. Sylvia Park may not have those details at hand so it would be handy if I can forward these details to the right team. You've give a lot of detail which is great and our teams can work with, however we may need to follow up on a few points.

If possible if you're near a 2degrees, Harvey Normans, Warehouse Stationery or Dick Smith please ask for a blank SIM and they can move the number over. I appreciate you've changed SIMs but so we can be sure it would be useful try to isolate the issue. As the SIM is faulty you will not have to pay for the blank SIM.

Cheers
^POB



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Ultimate Geek
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  # 978281 31-Jan-2014 18:10
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Will do.

I've done a "SIM Swap" was the term they used. I stopped off at Westgate 2degrees on the 9th of January I believe. Still no change.



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Ultimate Geek
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  # 978306 31-Jan-2014 18:33
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Toiletduck: direct APN?


Yeah similar suggestions here:
https://www.facebook.com/2degreesmobile/posts/10151244517184014
http://www.geekzone.co.nz/forums.asp?forumid=85&topicid=124675

 
 
 
 


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301 posts

Ultimate Geek
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  # 978348 31-Jan-2014 20:42
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OK thanks for the heads up.

Still, if it works, that'd be interesting to be able to pin it down like that. I'd happily sacrifice a few MB here and there if it meant I was able to actually reliably use it!

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  # 978390 1-Feb-2014 02:32
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If you PM 2DegreesCare your number and a list of specific dates/times you have had it happen they can look at specific times in logs etc.


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  # 978489 1-Feb-2014 12:08
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I experienced this problem with 2degrees back around 2011, and with Vodafone several years earlier. To be honest I was starting to get the impression that it was an inherent design flaw with 3G networks, but I haven't experienced the problem for about two years now (I'm still with 2degrees).

It's interesting that you're in Auckland because that's one place that I rarely travel to. It makes me wonder if the problem is linked to the configuration of local infrastructure.

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  # 978493 1-Feb-2014 12:27
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alasta: I experienced this problem with 2degrees back around 2011, and with Vodafone several years earlier. To be honest I was starting to get the impression that it was an inherent design flaw with 3G networks, but I haven't experienced the problem for about two years now (I'm still with 2degrees).

It's interesting that you're in Auckland because that's one place that I rarely travel to. It makes me wonder if the problem is linked to the configuration of local infrastructure.


I did too, years ago, never since.



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Ultimate Geek
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  # 979188 3-Feb-2014 08:09
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Happened again this morning from my Hotspot. Approx 7:57 AM.

Took a photo: https://imgur.com/aEKjwRP

Was walking from the yellow "No parking" zone which was where it last worked, along the path, towards the bottom of the picture where I noticed it had stopped working. Approx 15m, maybe 10 seconds it took between working vs not.

A quick power cycle fixed it up. I'll wait next time and see how long it takes to come right on its own.

I've PMd 2degreeamobile the details of the SIMs.



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Ultimate Geek
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  # 979189 3-Feb-2014 08:16
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Ah oops might help if I include my location too:
https://imgur.com/XXlukI8

Worth mentioning that when it died it seemed to still send the data, but just never received any response?

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