[Resolved - March 2014] Issue with losing 3G connection

[techie_kev]

**This issue is now resolved, please see the final update below**

Hi everyone,

We are currently experiencing an intermittent issue where some handsets appear to be losing their data service.  This is affecting a small number of customers and some of you have already raised queries about it here on the Community.

To fix this issue, please just ‘power-cycle’ your phone (turn it off, wait a few seconds and turn it on again).  This may seem like the usual solution to many technical problems like this, but it serves to completely disconnect your phone from the network and it should then re-establish itself on the network again with a working connection.

We are working hard to get to the bottom of the issue.  Unfortunately due to the intermittent nature of the issue it is difficult to pinpoint the root cause but we are confident our engineers will get to the bottom of it shortly.

If you are continuing to have issues with your data, please double-check your data settings first to ensure that your phone is still storing the correct settings.

Techie Kev

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Final update: Wednesday 19th March at 18:00

This issue is now being marked as resolved. As I mentioned before, a fix was put in place by the other operator to stop sending the disconnect data message to our handsets. In the last two weeks we have done extensive testing and we have not seen the issue re-occur. The other operator has also tested this and has seen the same positive results.

We know this issue, in particular the amount of time it took to resolve, was extremely frustrating for you all. It isn’t something we have taken lightly. The fact the cause was outside our own network and core systems meant it took longer to pinpoint the issue.

Providing you with a reliable internet service is a key priority for us. We have invested considerably in improving your internet speeds and reliability over the past 12 months.   With this issue now resolved, we hope you will now be able to continue to enjoy fast and reliable data speeds on 48.

If you do have an issue using your internet then it will be related to another issue. Please check your internet settings first, if these are correct then please ask a 48 agent who can look into this for you.

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Previous updates:

(click on "more info")

More Info

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.

Tues 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.

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Tues 18th Feb @ 12:00

Following a number of different changes we have implemented on our systems, we are seeing a noticeable decrease in the number of customers reporting this particular issue.  We are now closely monitoring this to see if the issue has been resolved for everyone.

You can lose your data for a number of reasons (handset issue, congestion at peak times, local signal issue, etc).  The storms over the past week have also caused disruption to signals across the country, which could also have affected your data connection. So, it can be difficult to pinpoint if a customer losing their data is related to this particular issue.

A key symptom of this issue is the E, 3G or H symbol disappearing from your phone, but you still have a signal (the signal bars) and calls/texts are working fine, it is just your data that is not working.  A restart of your phone resolves the issue and the data symbol returns to your phone.

If you are still experiencing this exact issue and the 'phone restart' fix has worked for you we really want to hear about it from you.  There are some details that would be very useful for us to have, so if you could also let us know:

• Type of phone
• What services (calls, text or data) or apps you were using at the time
• General area you were in when it happened
• Has the issue happened just once or more often?
• Did your data symbol (E, 3G, H, H+, etc) disappear while you had no data?
• Did calls and texts work while you had no data?
• What data symbol did you see before lost data (E, 3G, H, H+, etc)
• When did you notice you lost data?
• Were you on the move when it happened?         

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4th February @ 15:43

We are still actively working on resolving this issue. We made a number of further updates to our systems overnight as part of this work. We are monitoring all our systems closely today to determine if these changes have fixed the issue. In the event these changes haven’t been successful it will help us narrow the focus to other potential reasons for customers losing their data connection.

Please let us know here on this Community post if you have lost 3G internet connection again today (after 6am on Tuesday 4th February).  Also, please let us know if you have been repeatedly losing your 3G connection and it now appears to be stable again.  Your updates here will help us determine the success of these changes.

Remember, a ‘power-cycle’ of your phone will resolve the issue if it happens to you.

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Tues 28th Jan @ 17:10

Just a quick update on the investigations into this issue. Due to the ongoing nature of it a dedicated investigation team from a number of our service providers will be working on it until the issue is resolved. A number of further tests are planned overnight and tomorrow morning to get to the root cause. I will continue to provide updates here on the progress of these tests.

Please remember, if you do lose your data connection, power-cycling (turn off and on again) your phone will restore the connection

[gizzabreak]

Hi there

My iphone5 has been dropping 3g connection for the last couple of weeks, and I have to completely power my phone off and then on again at least once every day.

I only just noticed this thread today and wonder if other users are still experiencing this problem.  I'm usually around Dubin 2, 4, 6 and as far as Stillorgan N11.

I only paid my 2nd 20e membership on the 7th but have been so frustrated with the lack of 3g that I'm only going to pay for the 10e membershipo next month.  A

I'm not sure whether this thread gets answered or how I go about reporting the issue in order to have 48 try to resolve it, any advice much appreciated 🙂

Thanks

Karen

[dalyer]

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@gizzabreak wrote:

I'm not sure whether this thread gets answered or how I go about reporting the issue in order to have 48 try to resolve it, any advice much appreciated 🙂

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To flag this with 48 support you log a support ticket as explained here:

How to get help

Hope this helps.

[lemon_rich]

My phone keeps losing coverage this is on going for a good while now , Iv bought extra internet which I am unable to use , Iv turned on and off the phone , and the coverage is very seldom to none , why is this happening ?

[1amcn]

Hi dkm

I can only add my experience to your post and suggestion's therein.

I live 10 miles from the nearest 02 Area Mast.

Between it & my home, there is a considerable amount of Terrain, also a chasam valley & large volume of water.

My Handset is left permanently on Auto Mode - whereby it settles on whatever signal is pushed through, without the effort & frustration of manual toggling from Edge to H etc - (that would drive
Me crazy)

In line with my statment above, I have great Signal - Always. I'm happy to say.
I also have good Data Speeds hovering @ 3G 99% of the time, indoors & out.

What also plays huge factor in Data Speed & is handset capability & it is amost always overlooked.

In my case I have a S2... the S2 is running on 4.1.2 but regardless, it only ever (as it stands) pull in 3G Speeds.
That's the Device rolled out, and the limitation is reflected in Data Speed tests.

I refer to limitation of Data Speeds in a benign way as it does not impair my Data usage & I am quite content with my lot!

I can't hope for more than that and regardless if 02 rolls out 4G, (and of course - 48 will also) I need to accept that my current Handset will not comply & pull in 4G -, as it has the 3G limitations.

Of course, I will not always have my current handset...just adding minor missing factors surrounding this matter in the forefront.

This is more generalised reply and simply topic focused... I do not discount the contents of your OP, or intend to rise you in any way by adding mine.

There is good value to your post, clearly you have a good understanding of the Tech involved & whats better, and posses a notable skill by way of delivering your findings in print.

In fact you post is not altogether dissimilar, (if personalised) to that of Techie Kevs post on Data speeds on the Techie Updates section...

I would hasten to add that you are correct in listing 02 as 'host' to 48 signal Transmitting, the latter being an MVNO - yet, 48 are clear on the fact 02 is not a Mother company.

Speculation on that is Optional!

With regards to Support closing your Ticket/query, usually they mail to ask if your issue has resolved... if you do not respond either positively or negatively the timeline given, they do mark your query solved.

Please address your ongoing issue again with support, add the fact that you are dissatisfied the matter is not resolved.

🙂

[1amcn]

Lemon_rich

I would suggest logging a Support ticket to get that addressed.:

Click on my link below to start:

http://www.48months.ie/help/ask-agent

🙂

[Anon]

Mobile data not working on my HTC one after I power off and on my phone. Problem still remain 16/02/14

[techie_kev]

Latest update: Tues 18th Feb @ 12:00

Following a number of different changes we have implemented on our systems, we are seeing a noticeable decrease in the number of customers reporting this particular issue.  We are now closely monitoring this to see if the issue has been resolved for everyone.

You can lose your data for a number of reasons (handset issue, congestion at peak times, local signal issue, etc).  The storms over the past week have also caused disruption to signals across the country, which could also have affected your data connection. So, it can be difficult to pinpoint if a customer losing their data is related to this particular issue.

A key symptom of this issue is the E, 3G or H symbol disappearing from your phone, but you still have a signal (the signal bars) and calls/texts are working fine, it is just your data that is not working.  A restart of your phone resolves the issue and the data symbol returns to your phone.

If you are still experiencing this exact issue and the 'phone restart' fix has worked for you we really want to hear about it from you.  There are some details that would be very useful for us to have, so if you could also let us know:

• Type of phone
• What services (calls, text or data) or apps you were using at the time
• General area you were in when it happened
• Has the issue happened just once or more often?
• Did your data symbol (E, 3G, H, H+, etc) disappear while you had no data?
• Did calls and texts work while you had no data?
• What data symbol did you see before lost data (E, 3G, H, H+, etc)
• When did you notice you lost data?
• Were you on the move when it happened?         

[dalyer]

I lost data in Blanchardstown D15 on Sunday.

I toggled Airplane mode on and off again and it rectified the problem.

I'm using a Haier W910 phone running JB 4.1.2.

I noticed data gone when trying to browse or use email.

I was on the move in a car at the time.

Can't remember what data mode (E, H etc.) I had beforehand but H/H+ came on after toggling airplane mode.

[techie_kev]

Hi dalyer, did your data connection symbol disappear completely when you lost data?  Did you still have signal bars on your phone at that stage?

The key to this issue is that data just stops working. The phone itself effectively stops trying to connect to the data, but everything else is fine (so the signal looks fine, just the data symbol goes).  A phone restart tells the phone to re-connect again, which is does fine, otherwise it wouldn't try again (airplane mode sometime also does this, but not always, so that's why we recommend a restart).

[dalyer]

As far as I recall I still had H/H+ but the signal bars were grey rather than blue which normally means unable to contact Google services I think? However I can't be 100% sure about all of the details as I just toggled airplane mode and it rectified the problem...