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08-25-2014 12:12 PM
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  1. burgoyne93's Avatar
    Indeed. They thought the SIM in the shop wouldn't have had tethering enabled, but weren't really sure.

    As expected, though, the new SIM swap I did failed to help. Having now got off the line with the second line support, they were able to see from the logs on my account that this was a tethering lockdown. Sadly the support guy didn't really understand WP at all (at one point he asked me to go to the Play store and download Chrome!). In the end, though, he acknowledged the problem and escalated it to another team who should be able to update the provisioning on my account within 3 days. He said he'd call back on Tuesday to see if it had been resolved...

    I'll keep my fingers crossed...
    Whattt?! I'm glad to hear you got it sorted but when I was talking to them it was like talking to a brick wall. I just wanted them to check the logs for a tethering lockdown and go from there but she just insisted in trying the sim in another phone (whats the point, cause that wont be my phone then...). Any tips on how to get it through to them? :P

    Edit: Just went for the 5th phone call and he just told me his manager is using IE11 on three without problems (He probably has tethering enabled). He also told me that I would be getting tethering error messages as opposed to DNS errors if it was a tethering issue. I'm going to reset back to Windows Phone 8 for a few days and see how that goes before maybe trying another 8.1 preview.
    Last edited by burgoyne93; 07-21-2014 at 09:44 AM.
    07-20-2014 12:45 PM
  2. eepyaich's Avatar
    I'm not entirely sure how I managed to get my message through to them, but I think it helped that by the time I spoke to the first line support I'd already been through the SIM swap and the "try another SIM in your phone" by talking to the guys in the shop.

    Once I got through the second line support they were actually able to see in the logs that it was a tethering error. Even better, though, while I was going to random sites for them while on the call, I actually got the tethering error to show up on my phone, so could definitely say that I was getting error "SIM0002".

    At the moment, of course, they've not actually fixed the problem, so whether my progress has actually got anywhere is TBD.
    07-21-2014 11:44 AM
  3. AJE1's Avatar
    Last night I put a question re this on Three's blog site. The reply was they are aware of the issue and are working on it. However, the moderator only mentioned the developer 8.1 and didn't seem to be aware that the full, official version is out with the Lumias 930 & 630.
    eepyaich likes this.
    07-21-2014 04:20 PM
  4. eepyaich's Avatar
    Last night I put a question re this on Three's blog site. The reply was they are aware of the issue and are working on it. However, the moderator only mentioned the developer 8.1 and didn't seem to be aware that the full, official version is out with the Lumias 930 & 630.
    Thanks for the heads up. I've added a comment as well, making it clear that this is now released software, not a preview!
    07-21-2014 05:43 PM
  5. eepyaich's Avatar
    To give them credit, as of this morning, three seem to have fixed my issue. Data has been working for for me all day and I've just had a text telling me the issue is resolved and the ticket closed.
    07-22-2014 07:45 AM
  6. AJE1's Avatar
    Well, I have just picked up my new L930 and nano-SIM to which my number and account will be transferee "within 24 hours". So we will see!!!
    burgoyne93 likes this.
    07-22-2014 09:59 AM
  7. burgoyne93's Avatar
    Well, I have just picked up my new L930 and nano-SIM to which my number and account will be transferee "within 24 hours". So we will see!!!
    If you have an account WITHOUT tethering let us know how it works out!
    07-22-2014 01:04 PM
  8. michail71's Avatar
    I have AT&T in the US without tethering and the problem happens all the time. Have to airplane mode cycle or reboot.
    07-22-2014 01:47 PM
  9. Jajador's Avatar
    Hi, perhaps somebody have explained this solution... sorry.

    In my case, I bought a 925 a few days ago and it has this signal issue only in some places. One of them is my home. Reading some suggestions, I switched my data connection to 3g (disable 4g) and I have never seen the loss connection issue again. Of course, I have disabled my LTE connection :( but I prefer have signal to receive calls.

    The issue appears with WP 8.1 official cyan release and with the WP 8.1 developer preview 12397. I think that it is something relative to low signals coverage, and perhaps with a new algorithm in this new software version including a timer to do not be switching between 2g, 3g, 4g repeatedly in short time.
    07-23-2014 01:41 AM
  10. danielPlummer's Avatar
    Same thing here L930, works fine with other SIMs, and my Three SIM works fine in other phones.

    However put the 3 SIM in the L930 and boom, within 1-2 mins internet is gone. I've found that jumping between highest connection speed of 3G-4G kinda 'resets' the connection so I get access for another few mins but then gone.

    I've spent over an hour on the phone with them, and even showed them the 3 blog where the mod acknowledges the problem but still just got "it's a handset problem" duh.

    I've added a comment to that blog as well hopefully will get a response :)
    07-23-2014 03:11 PM
  11. AJE1's Avatar
    Well, sure enough, I had the same data problems that others have had.

    I have been in contact with Three via their blog (their call centres can be like pulling teeth). Via the blog I have been assured that my account will be changed to allow my data through.

    I will let you know.
    danielPlummer likes this.
    07-23-2014 04:27 PM
  12. burgoyne93's Avatar
    Well, sure enough, I had the same data problems that others have had.

    I have been in contact with Three via their blog (their call centres can be like pulling teeth). Via the blog I have been assured that my account will be changed to allow my data through.

    I will let you know.
    Can you post a link to the blog you commented on ? Cheers!
    07-23-2014 07:02 PM
  13. AJE1's Avatar
    07-23-2014 07:23 PM
  14. AJE1's Avatar
    Three has sorted me out. Several others have also been on to them via the blog and have been promised action.

    My data speeds are SO much quicker on the L930 than on my L800 on 3G!! If this is how quick 3G can be then I can't wait to get into the city and try out 4G!!๐Ÿ˜ƒ
    07-24-2014 09:11 AM
  15. danielPlummer's Avatar
    Three has sorted me out. Several others have also been on to them via the blog and have been promised action.

    My data speeds are SO much quicker on the L930 than on my L800 on 3G!! If this is how quick 3G can be then I can't wait to get into the city and try out 4G!!๏˜ƒ
    Fantastic!

    How long did it take for it to be sorted? I notice you were told 24hrs for a fix where as I and others have been told 72.
    07-24-2014 09:40 AM
  16. AJE1's Avatar
    Fantastic!

    How long did it take for it to be sorted? I notice you were told 24hrs for a fix where as I and others have been told 72.
    What can I say? They like me!!๐Ÿ˜

    It took them more than 12 hours and less than 18; most of that time was over night. Maybe the longer eta for you is their being cautious now that so many of you have got on the band wagon!!๐Ÿ˜‰
    07-24-2014 11:54 AM
  17. danielPlummer's Avatar
    Haha you're obviously on their favourite list ๐Ÿ˜‰
    07-24-2014 02:04 PM
  18. AJE1's Avatar
    I have just been up a local hill that overlooks the city - I have 4G access.๐Ÿ˜Š Brilliant speeds ๐Ÿ˜
    danielPlummer likes this.
    07-24-2014 02:05 PM
  19. Chris B42's Avatar
    After escalating to Three's second level tech support problem now fixed. Appears they are dealing with this on a user by user basis and unlocking access to data connection. They are going to be busy as the 8.1 update rolls out!!!! I would have thought they would have had this flagged up by now rather than having the battle through the ordinary help line before getting sorted. Many thanks to Three for sorting anyway, now back to the usual fast and reliable data speeds.
    07-25-2014 09:00 AM
  20. AJE1's Avatar
    I have just received a text from Three:

    "From Three: We've fixed the problem you reported. Please restart the device and try using your services again. Call us if you have any more problems. Thanks."
    Not sure what this is referring to. If it means that they have tweaked my account so that I can use data then they are rather slow as I have been using it for a couple of days. If it means that the whole issue with 8.1 is sorted and new owners of an 8.1 phone will have no problems with data then well done Three - it would have been better if you had had this sorted before we found out but, since we kicked off, you sorted it fairly quickly.
    07-26-2014 08:15 AM
  21. danielPlummer's Avatar
    I have just received a text from Three:

    "From Three: We've fixed the problem you reported. Please restart the device and try using your services again. Call us if you have any more problems. Thanks."
    Not sure what this is referring to. If it means that they have tweaked my account so that I can use data then they are rather slow as I have been using it for a couple of days. If it means that the whole issue with 8.1 is sorted and new owners of an 8.1 phone will have no problems with data then well done Three - it would have been better if you had had this sorted before we found out but, since we kicked off, you sorted it fairly quickly.
    Received the same thing from them about 2pm today - data so far seems fine!
    07-26-2014 05:42 PM
  22. original.woodster's Avatar
    I've noticed a huge improvement. Not getting blocked off data hardly. Can switch between apps and browsing with no problems. GG Three
    08-02-2014 03:31 AM
  23. Sentient Golf Ball's Avatar
    Did anyone who emailed 3 support get an automated "We got your support request and will get back to you a.s.a.p" reply once you had submitted your information? I clicked submit and then got bumped back to the main 3 website, so I have no idea if my submission went through.
    08-20-2014 03:23 PM
  24. eepyaich's Avatar
    Sorry - I phoned them rather than emailing, so can't help.
    08-21-2014 06:55 AM
  25. Sentient Golf Ball's Avatar
    I went with the Twitter support route eventually. It's supposedly been fixed, but I haven't tested it out yet.
    08-25-2014 12:12 PM
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