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Crew Member

Re: Issue with some customers losing 3G connection

Latest update: 4th March @ 16:52

We are confident that we have finally got to the bottom of what is causing this issue. We have discovered that another network is sending a message to our customer’s handsets to stop it from using data.

 

This happens when a 48 phone loses coverage and then attempts to reconnect to the network. If the other network’s signal is stronger it picks this up first. This request should simply be rejected until the phone re-connects to 48, however in this case a message is being sent to the phone to tell it to disconnect from all data, even when 48 is picked up again.

 

A solution is being tested by the other network and we should have more information in the coming days. We really appreciate your patience with this issue. It has been a really complicated issue to get to the bottom of, particularly as this is another network affecting our customer’s handsets. All resources will continue to work on this until it is resolved.

 

Please remember, if you do lose your data connection, please just ‘power-cycle’ your phone (turn it off, wait a few seconds and turn it on again) to restore the connection.

Gladiator

Re: Issue with some customers losing 3G connection

Very interesting.  And thanks for the update Kev ! It's the lack of knowing why that drives people crazy.  I'm sure the 48 CEO is burning up the hotline with that 'other' network Man Happy

Average Joe

Re: Issue with some customers losing 3G connection

I wrote to ye awhile back about this same problem but its still not fixed. What happens is this;
When i turn on my phone my 3G will work fine but then when I connect to a WIFI service and diconnect of the WIFI my 3G wont work, my settings are the exact same but it just wont work.
The only way to get my 3G working again is if I turn off my phone and turn it back on again,

Please help
Hazel

The Legend

Re: Issue with some customers losing 3G connection


hazelbucks wrote:

I wrote to ye awhile back about this same problem but its still not fixed. What happens is this;
When i turn on my phone my 3G will work fine but then when I connect to a WIFI service and diconnect of the WIFI my 3G wont work, my settings are the exact same but it just wont work.
The only way to get my 3G working again is if I turn off my phone and turn it back on again,

Please help
Hazel


Was this always the case with your phone?

What make/model of phone and version of the software (e.g. Android) are you using?

Sometimes stuff like this can be a problem with the phone/software and not the network itself.

 

Hope this helps.



If this answers your question then please mark your question as solved - see here.
Rock Star

Re: Issue with some customers losing 3G connection


Cripes!

Data Blocking!

Boo the 'Other' Company...(Low Blow)

:-)
Posted from Samsung GT-I9100
The Legend

Re: Issue with some customers losing 3G connection

[ Edited ]

There's nothing in the update to suggest that the other carrier is doing this deliberately or nefariously. In fact it says that they are cooperating with 48 on implementing a solution. And for all we know the "other carrier" could be O2 for all we know (i.e. part of the same parent company Telefonica).



If this answers your question then please mark your question as solved - see here.
Crew Member

Re: Issue with some customers losing 3G connection

Latest update: Fri 7th March at 16:35

We are confident that this issue is now resolved.  A fix has been put in place by the other operator so that they are no longer sending the disconnect data message to our handsets.  This fix has undergone extensive testing by them to ensure it works correctly for both our customers and their own. We have also completed extensive testing today and we have not seen the issue occur again.

 

We will continue to monitor this closely over the coming days until we are sure this is fixed before we close this issue as resolved.

Rock Star

Re: Issue with some customers losing 3G connection


That's Great news for those who found they were affected.


:-)
Posted from Samsung GT-I9100
Average Joe

Re: Issue with some customers losing 3G connection

This issue has NOT been resolved. I still have no connection... and yes I swiched my phone off and turned it back on again!

Rock Star

Re: Issue with some customers losing 3G connection


http://help.48months.ie/requests/new

Hi pmurr

Have you logged a support request? If not, please do so.

:-)
Posted from Samsung GT-I9100
Gladiator

Re: Issue with some customers losing 3G connection

Thanks for the update Kev. 

Average Joe

Re: Issue with some customers losing 3G connection

I have this problem. I pay for the 3g but never have I recieved it in the last 2 months. Kind of ridiculous. I have checked settings and my settings are correct. I have a Sony Xperia V and the 3g was working 3months ago but just stopped and has never since worked. Kind of outrageous.

 

Very annoyed at this as I have been paying for this

The Legend

Re: Issue with some customers losing 3G connection

Did you ever contact 48 support to ask for assistance in that 2 months? If not then you should do so now.

http://community.48months.ie/t5/Need-Help/How-to-get-help/td-p/4038/jump-to/first-unread-message

Hope this helps.


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Posted from Android 4.1
Rock Star

Re: Issue with some customers losing 3G connection

[ Edited ]


Hi shane1974

Ive been following your Thread since your OP.

Since only you can set up a new account...and 48 can only assist on account matters, like already suggested above, you will have to query this with Support.

I'm fairly sure, that it's in 48's Terms & Conditions-mistakes with payments like in your case, may not be rectified.

It's really a case of Querying Support, Afraid the forum can be of no direct help on this one...

 

http://help.48months.ie/requests/new

:-)

Posted from Samsung GT-I9100
The Legend

Re: Issue with some customers losing 3G connection

I agree - you need to get onto support about this. Nobody here on the forum can do anything more.

 

Good luck.



If this answers your question then please mark your question as solved - see here.