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Topic # 75200 14-Jan-2011 10:55
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I seem to be blessed with problems with my accounts. I blame my number.

Quick bit of background,
Yesterday, while working I noticed that my phone came up with "SIM card registration failed" on my 2 degrees number (that had been ported from Vodafone when 2 degrees first launched). Last top up was on the 17th December 2010.


This phone had been working correctly, I had sent a text message and then left it on my desk. No interaction with the phone was made between it working and it not working.
I rang 2 degrees and asked them about it, and, they got me to go to warehouse stationary and get a new sim card to swap it over. Last night I rang them, gave them the number of the new sim and they said it would be changed over and would take a minute. I said that's fine and we ended the phone call (before checking it was working).

Anyway, it didn't work, the new sim had the same message "SIM card registration failed" as the old one. I logged onto my 2 degrees, checked the section where the puk code is as I noticed they said what sim it was for. I compared the sim card number with that on the site and they were the same, so, the correct sim was linked to my account.


I've rung them again today and they have suggested that I go in and get another blank sim and they will change it again, and if that doesn't work, they will send it to their technical department to have a look at.

One thing I have found out is that if I try and ring my number, I get a message "We didn't recognise that number you have dialled, please check and dial again". From the voice, it sounds like a 2 degrees message.



So, my question is, would a bad sim cause the 2 degrees system to not recognise the number? I would have expected it to just go to voicemail.



Also, a suggestion, give blank sim cards to your retail outlets. I have to walk past a 2 degrees store to get to a warehouse stationary store to get a 2 degrees blank sim card. I’d much rather just stop at the 2 degrees store for a 2 degrees sim.









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  Reply # 427092 14-Jan-2011 11:16
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Sounds like the MSISDN could be missing off the HLR (clearly I can't check this)

If it was a SIM issue the incoming call would go to voice mail or a message like phone is switched off or outside the coverage area

John

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2degrees

  Reply # 427095 14-Jan-2011 11:30
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dolsen: I seem to be blessed with problems with my accounts. I blame my number.

Quick bit of background,
Yesterday, while working I noticed that my phone came up with "SIM card registration failed" on my 2 degrees number (that had been ported from Vodafone when 2 degrees first launched). Last top up was on the 17th December 2010.


This phone had been working correctly, I had sent a text message and then left it on my desk. No interaction with the phone was made between it working and it not working.
I rang 2 degrees and asked them about it, and, they got me to go to warehouse stationary and get a new sim card to swap it over. Last night I rang them, gave them the number of the new sim and they said it would be changed over and would take a minute. I said that's fine and we ended the phone call (before checking it was working).

Anyway, it didn't work, the new sim had the same message "SIM card registration failed" as the old one. I logged onto my 2 degrees, checked the section where the puk code is as I noticed they said what sim it was for. I compared the sim card number with that on the site and they were the same, so, the correct sim was linked to my account.


I've rung them again today and they have suggested that I go in and get another blank sim and they will change it again, and if that doesn't work, they will send it to their technical department to have a look at.

One thing I have found out is that if I try and ring my number, I get a message "We didn't recognise that number you have dialled, please check and dial again". From the voice, it sounds like a 2 degrees message.



So, my question is, would a bad sim cause the 2 degrees system to not recognise the number? I would have expected it to just go to voicemail.



Also, a suggestion, give blank sim cards to your retail outlets. I have to walk past a 2 degrees store to get to a warehouse stationary store to get a 2 degrees blank sim card. I’d much rather just stop at the 2 degrees store for a 2 degrees sim.










Can you PM me your 2D number so I can look into this. As Johnr says it could be a registration problem with the HLR, possible our billing system or IN.  We'll check it out.

BTW our stores DO have blank SIMs.  Were you told differently?

Cheers
^POB




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  Reply # 427101 14-Jan-2011 11:35
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2DegreesCare:

Can you PM me your 2D number so I can look into this. As Johnr says it could be a registration problem with the HLR, possible our billing system or IN.  We'll check it out.

BTW our stores DO have blank SIMs.  Were you told differently?

Cheers
^POB



Thanks, will do.

Yes, I was told that 2 degrees stores do not have the blank sim cards and I would have to go to warehouse stationary (I specifically asked the csr if they did).

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  Reply # 427113 14-Jan-2011 12:07
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I had a similar problem with my SIM and after speaking to CS I was told specifically to go to Warehouse Stationery. When I mentioned that I was close to the Newmarket 2D store the guy said you don't stock those.

D

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2degrees

  Reply # 427133 14-Jan-2011 13:07
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dauckland: I had a similar problem with my SIM and after speaking to CS I was told specifically to go to Warehouse Stationery. When I mentioned that I was close to the Newmarket 2D store the guy said you don't stock those.

D


Thanks for the feedback, there may have been a time when they were out of stock.  Do you mind dropping me a PM with your 2D number and date of the call, if poss, so I can follow it up with the CSR you spoke to.
Cheers.
^POB



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  Reply # 427218 14-Jan-2011 17:01
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All working again now.
Not sure why it happened, a bit curious.

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  Reply # 427219 14-Jan-2011 17:05
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dolsen: All working again now.
Not sure why it happened, a bit curious.


All ok now? We're still investigating the cause and will get back to you when it's been checked out.

Cheers
^POB



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  Reply # 427223 14-Jan-2011 17:16
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2DegreesCare:
dolsen: All working again now.
Not sure why it happened, a bit curious.


All ok now? We're still investigating the cause and will get back to you when it's been checked out.

Cheers
^POB



Yes, working fine now, thanks.



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