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Topic # 164241 3-Feb-2015 06:05
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EDIT: RESOLVED on 09/02/2015

Hi all,

I'm trying to troubleshoot why data isn't working on my friend's Moto X. It's the XT1052 model, purchased from Digi/Parallel Imports, and she doesn't remember if it ever worked as she always had a WiFi connection.

Signal strength is full and tried enabling data while both on 3G and LTE but it doesn't work - Data is enabled but a connection is never established. I never see the "H"/"LTE" symbols and none of the applications are able to connect to the net.

We are able to make an receive calls and texts. WiFi works fine too.

Checked the default APN settings it picked up and they matched the 2degrees website.

Deleted the default APN settings and tried re-downloading them via the 2degrees site - installed the new settings, rebooted and still the same.

Ensured that the correct band is selected in *#*#4636#*#*

Tried factory resetting but it didn't make any difference.

Even flashed the latest official Moto X Android 4.4.4 ASIA factory image via fastboot but that didn't make any difference either.

Even tried a custom ROM - CM11, CM12 and crDroid but data still wouldn't work. Flashed back to the factory 4.4.4 image.

Spoke to a 2degrees customer service rep and they weren't of much help either, beyond verifying my APN settings and trying various variations.

I'm all out of ideas now. Would much appreciate if anyone has any other ideas, thanks.

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n4

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  Reply # 1230142 3-Feb-2015 07:21
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Tried a new/different SIM card?




Huawei Mate 7, on 2degrees

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  Reply # 1230210 3-Feb-2015 09:30
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As N4 says try another SIM. If you don't have one pop to a 2degrees, Dick Smith, Harvey Normans or Warehouse Stationery to check it out.
I'm sure the agent check this but is Data roaming turned on and APN set to 'Internet', if it's not set it and reboot. 

Please PM your friend's number and name on their account so we can see if GPRS has been disabled. 

Cheers
^POB



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  Reply # 1230433 3-Feb-2015 12:39
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Thank you all.

Looks like it is an issue with the SIM card afterall!

Swapped with a mate, his SIM is working fine with data in the Moto X, whereas my SIM had the same issue in his phone - signal present but no data.

Guess I should have tried this first before messing around with ROMs.. :) But in my defence, I've never heard of an issue like this before.. wonder what caused it.



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  Reply # 1230717 3-Feb-2015 19:15
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False alarm folks, issue hasn't been resolved! :(

Went to a 2degrees outlet nearby and got a SIM swap done. They've also verified that the account has data and it's enabled. Phone still isn't picking up data.

My mates SIM on the other hand was Sparks's, so I wonder if the Moto X isn't fully compatible with 2Degrees.

Does anyone know which frequencies 2degrees use?

I'll do more tests tomorrow, with a Voda SIM as well, and put the Spark SIM back and grab the network/frequency details.

BDFL - Memuneh
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  Reply # 1230796 3-Feb-2015 21:20
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freitasm: Can you actually place phone calls on this phone with this SIM?


Yep, phone calls and texts work fine.



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  Reply # 1231496 5-Feb-2015 08:47
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@2DegreesCare:

So we tried the SIM in multiple phones, and data isn't working on *any* of them:

Moto X, Nexus 4, Note 4, LG G2, iPhone 5

Spoke to a 2degrees CSR again and they insist that data is enabled and there's plenty of it left. The plan is a 24-month with carry forward data, and data wasn't being used for ages now.

Would appreciate it if this can be escalated to 2nd or 3rd level support please, because this is clearly an issue with the account.

n4

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  Reply # 1231512 5-Feb-2015 09:25
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d3Xt3r: @2DegreesCare:

So we tried the SIM in multiple phones, and data isn't working on *any* of them:

Moto X, Nexus 4, Note 4, LG G2, iPhone 5

Spoke to a 2degrees CSR again and they insist that data is enabled and there's plenty of it left. The plan is a 24-month with carry forward data, and data wasn't being used for ages now.

Would appreciate it if this can be escalated to 2nd or 3rd level support please, because this is clearly an issue with the account.


Did you PM the details through to them as requested above so they could check that? :-)




Huawei Mate 7, on 2degrees



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  Reply # 1231616 5-Feb-2015 11:26
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 Did you PM the details through to them as requested above so they could check that? :-)


Of course. :) Haven't received a reply yet though.

Edit: They've replied and are escalating it. Cheers guys. :)



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  Reply # 1233306 9-Feb-2015 11:27
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All sorted - data is working again!

@2DegreesCare: Messaged you guys as well.

Thanks again everyone for sorting this issue out - you guys rock!

BDFL - Memuneh
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  Reply # 1233310 9-Feb-2015 11:35
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freitasm: Sure, great. But what was the problem?



The last message I received from the 2degrees team was that it looked like some issue in the back end. Not sure yet what the actual issue was but checked this morning and data was working again. I did miss a call this morning about the same time data started working, so I'm guessing it was 2degrees calling to test the data again.

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