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262 posts

Ultimate Geek
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Topic # 223060 11-Sep-2017 08:06
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Hi

 

A couple of weeks ago my wife texted me for me to pick her up from a few wines at a friend's place, and rang me half an hour later asking why I hadn't replied to her texts. Found out I never got them, and had an angry wife instead. The other day I was expecting a reply to a question by text to someone else, found out I never got the text answer. And now just this morning, I get a Facebook Messenger screenshot asking if I got the text which I never got. So different numbers, different locations, different times, and multiple times.

 

I know how complex the text messaging system is, and the number of factors involved. A one-off instance I can understand, it's tech, stuff happens, but now it's becoming a bit distressing that I'm not getting *some* text messages at all. Not late, not at all. I just want to find out if it's the network, or something's suddenly gone wrong with my phone.

 

I have date/time, phone numbers and locations of a couple of these instances. What's the best way I can send this info to 2degrees for them to investigate? Is there any more data that can help the investigation?

 

I ask here on Geekzone and not Twitter or Facebook, because on here I'd hope that it's assumed I'm tech savvy enough to have tried the usual stuff of rebooting my phone, toggling airplane mode, getting the other person to reboot their phone, faced east while sacrificing a goat to the SMS gods while texting, etc.


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  Reply # 1862104 11-Sep-2017 09:07
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The best place to start would be by calling customer care. :-)





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  Reply # 1862105 11-Sep-2017 09:08
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Make sure you have a list of example times / dates more examples the better

 

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  Reply # 1862107 11-Sep-2017 09:09
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Thanks. I thought about that, but then thought it was hard to send screenshots and give specific details while on the phone. Was hoping there was someone I could PM or email, but I'll try ringing up if that's what's preferred.


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  Reply # 1862108 11-Sep-2017 09:11
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You don't need to provide screen shots just example time / dates and A party B party number

 

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Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 1862118 11-Sep-2017 09:18
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minigopher17:

 

Thanks. I thought about that, but then thought it was hard to send screenshots and give specific details while on the phone. Was hoping there was someone I could PM or email, but I'll try ringing up if that's what's preferred.

 

 

 

 

Well, you *must* have an incident logged and the best way to do that is to call Customer Care in the first instance. I don't generally have access to production systems anymore because reasons so if you PMed me all I could do now is to forward the information to Customer Care.





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Ultimate Geek
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  Reply # 1862122 11-Sep-2017 09:21
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No worries. Thanks for your help. I'll give customer care a call.




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  Reply # 1862164 11-Sep-2017 10:17
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As a follow-up, after 22 minutes on hold, I was told I have to purchase a new SIM card for $5 and see if the problem persists before they'd pass on any details to a tech for investigation. Not the solution I was hoping for, but if that's the process, so be it and I'll suck it up.


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  Reply # 1862286 11-Sep-2017 12:05
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It's not SIM card related, The SIM is used to ID a mobile subscriber onto the mobile network

 

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  Reply # 1862296 11-Sep-2017 12:18
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Linux:

 

It's not SIM card related, The SIM is used to ID a mobile subscriber onto the mobile network

 

Linux

 

 

How do I get my issue investigated then? CSR said SIM cards are flaky and can last 5 minutes or 2 years and they won't take my situation further until I change my SIM card.


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  Reply # 1862298 11-Sep-2017 12:22
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Investigation needs to start on the A party network

 

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  Reply # 1862313 11-Sep-2017 12:56
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I don't think it will be your SIM either, but as I said, these days I can't really check anything much.





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  Reply # 1862369 11-Sep-2017 14:48
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SaltyNZ:

 

I don't think it will be your SIM either, but as I said, these days I can't really check anything much.

 

 

If I PM you details, are you able to pass it onto the right people to get it investigated? I don't want to go buy a SIM when people are saying it's unlikely to be the SIM.


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  Reply # 1862395 11-Sep-2017 15:31
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minigopher17:

 

SaltyNZ:

 

I don't think it will be your SIM either, but as I said, these days I can't really check anything much.

 

 

If I PM you details, are you able to pass it onto the right people to get it investigated? I don't want to go buy a SIM when people are saying it's unlikely to be the SIM.

 

 

 

 

Sure. Did Care give you an incident number? Send me that as well.





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  Reply # 1862409 11-Sep-2017 16:02
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This used to happen to me a lot between Vodafone and Telecom (yes, that long ago).




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Ultimate Geek
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  Reply # 1862416 11-Sep-2017 16:10
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SaltyNZ: 

 

Sure. Did Care give you an incident number? Send me that as well.

 

 

Thanks. Have sent you a PM. Customer Care didn't give me anything but advice to buy a new SIM, so no incident number sorry.


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