Mobile service broken for 5 days and counting - awaiting fix

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waiting
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Joined: Mon Sep 27, 2004 11:53 pm

Mobile service broken for 5 days and counting - awaiting fix

Post by waiting » Mon Dec 10, 2007 4:37 pm

Just thought it would be more polite to post and rant here than on whirlpool. This is in relation to support ticket 597225.

My SIM is not working. It says "Unregistered SIM" on the Razr and "Invalid SIM" on a Nokia phone. It's definitely not the phone that is at fault (it works with other SIMS).

It probably started 5/12, but I only noticed it on the 6th. Submitted a fault ticked on the 7th - service reset and no avail, then told that it is being "investigated" and I haven't heard from exetel since.

It's now the 10th. So my phone has been unusable for five days, with no updates and no estimate on when it'll be fixed. Can exetel please tell me when it'll be fixed, or at least let me know what's going on? It will allow to to judge whether or not it'll be quicker for me to just port the number to another carrier.

Waiting.

richardk
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Post by richardk » Mon Dec 10, 2007 4:52 pm

Hi,

We are still investigating the fault.
I'll escalate it and see if we can restore the service.

Thank You

waiting
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Post by waiting » Tue Dec 11, 2007 3:40 pm

Day 6.

Would it be quicker if I just port the number away and port it back?

James
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Post by James » Tue Dec 11, 2007 3:51 pm

waiting wrote:Day 6.

Would it be quicker if I just port the number away and port it back?
You reported the issue at 3:58pm on Thursday.

So two and a half business days, not six.

waiting
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Post by waiting » Tue Dec 11, 2007 3:56 pm

I know it's not exetel's fault, but still I'm frustrated.

Are there any updates from vodafone?

PS Also, is 2.5 business-days downtime acceptable? What is the maximum acceptable tolerance, so that i can estimate when the service will come back?

richardk
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Post by richardk » Tue Dec 11, 2007 10:06 pm

Hello,

I think the resolution to you case will be replacing the sim card for testing.
After reading several forum posts it's making me think that it's not a service issue it's to do with the sim card.

We would have to try every effort before replacing the sim with further troubleshooting with our provider first which does take some time to get a response from them.
EXETEL will keep you updated with more information as soon as we know about it.

Thank You

waiting
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Joined: Mon Sep 27, 2004 11:53 pm

Post by waiting » Wed Dec 12, 2007 4:19 pm

so will i be getting a new sim card?
and when?

richardk
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Post by richardk » Thu Dec 13, 2007 9:53 am

Hello,

Could you please try a different sim card in the handset that you use and advise if it works or not?
I will try to reset the service first before we send out a new sim card which will be done shortly.

Thank You

waiting
Posts: 18
Joined: Mon Sep 27, 2004 11:53 pm

Post by waiting » Thu Dec 13, 2007 3:49 pm

Yes. I have tried a Telstra SIM in my phone and it works.

I inserted the Exetel SIM into a Nokia and it says Invalid SIM.

Can't wait to get it working again. When can I expect to receive the new card?

Also, I'm happy to return the "defective" card to you for troubleshooting, if you could provide a stamped and addressed envelope.

Thank you for the update. It is very much appreciated.

Thanks.

PS as of 3:50pm Sydney time it still says "Unregistered SIM"

PPS Could you please confirm that the new card works before sending it on to me? I would hate to receive a new card only to discovered that it's unusable due to the same fundamental network problem.

richardk
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Post by richardk » Thu Dec 13, 2007 4:09 pm

Hello,

Our provider has performed a reset on the service.
Please retest and let me know if you have any further problems.

If this doesn't work it's time to send out a new sim card which would be sent by standard post. Make sure that you switch your phone off and back on again.

We are unable to test the new sim card but I have not seen a new sim card that has been sent out which was defective.

Thank You

waiting
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Joined: Mon Sep 27, 2004 11:53 pm

Post by waiting » Thu Dec 13, 2007 4:15 pm

Nope. No go. :-(

Even took the battery and SIM out for a few minutes, praying for a miracle as I turned it back on.

richardk
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Post by richardk » Thu Dec 13, 2007 4:21 pm

Hi,

I'm organising now for a new sim to be sent out to your street adress.
Could you please send me a pm with the following information.

- Sim card number found on the defective sim
- Correct street address to send the new sim card

You can send me a pm by clicking on the PM button at the bottom of my post.

Thank You

waiting
Posts: 18
Joined: Mon Sep 27, 2004 11:53 pm

Post by waiting » Thu Dec 13, 2007 4:26 pm

Sent.

Just wondering. It is normal for a "defective" SIM to show up as "Unregistered"? I would have expected a message like "Check SIM".

I ask this because the problem occurred out of the blue. There was no trauma occasioned to to the phone, nor was it subject to any abnormal use/abuse.

Just wondering.

Thank you again.

PS I actually wouldn't mind if you break the SIM card out and test it on one of your phones, just to see if it'll register. I am no engineer, but I am concerned that it might be a network problem rather than a SIM problem.
Last edited by waiting on Thu Dec 13, 2007 4:30 pm, edited 1 time in total.

richardk
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Post by richardk » Thu Dec 13, 2007 4:29 pm

Hello,

I have recieved your PM and have sent your details to my collague to send you out a new sim.

It definently seems to be faulty by the looks of things.

Thank You

waiting
Posts: 18
Joined: Mon Sep 27, 2004 11:53 pm

Post by waiting » Thu Dec 13, 2007 4:30 pm

Thank You!

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