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No data in Spain again

FIXED
Plusnet Help Team
Plusnet Help Team
Posts: 562
Thanks: 100
Fixes: 26
Registered: ‎06-08-2018

Re: No data in Spain again

Hello @Jo96

 

I have sent you a PM to assist you with your query.

 

Kind regards.

If this post resolved your issue please click the 'This fixed my problem' button
 Wakas Hussain
 Plusnet Help Team
Jo96
Hooked
Posts: 6
Registered: 4 weeks ago

Re: No data in Spain again

Hi

I have 6 more attempted connections for you.

Movistar network which I am connected to and is working

28/7/19 11.01  toggle mobile data off/on - 3g data icon displayed for 1 second then switches off Spain 03724

28/7/19 19.26  toggle mobile data off/on - 3g data icon displayed for 1 second then switches off Spain 03724

28/7/19 22.23  toggle mobile data off/on - 3g data icon displayed for 1 second then switches off Spain 03724

I have also tried to connect to the suggested Orange network

28/7/19 22.24  toggle mobile data off/on - H data icon displayed for 1 second then switches off Spain 03724

29/7/19 09.57  toggle mobile data off/on - H data icon displayed for 1 second then switches off Spain 03724

29/7/19 11.26  toggle mobile data off/on - H data icon displayed for 1 second then switches off Spain 03724

Vodafone was also suggested but it says the sim card does not allow connection.

Please can someone help?

 

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 481
Thanks: 61
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Registered: ‎02-05-2017

Re: No data in Spain again

Thanks for getting back to us @Jo96,

 

I've now raised these examples off to our Mobile Ops Team for investigation. As soon as we have any further updates we'll let you know accordingly.

 

Regards

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 Alice Baillie
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 481
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Registered: ‎02-05-2017

Re: No data in Spain again

Fix

Thanks for your patience @Jo96,

 

I've had a response back from our OPS Team to advise they have updated some further details on a back end system to try and rectify the issue. This can take up to 2 hours to take effect so can you please restart your phone around 6:30pm. If the problem still persists after 6:30pm please do let us know and we'll investigate this further

 

Regards

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
RobC
Pro
Posts: 864
Thanks: 142
Fixes: 2
Registered: ‎03-12-2016

Re: No data in Spain again

@abails0105 

any more detail on the specifics of the issue @abails0105 ?

 

and has it been resolved generally given its a widely reported issue, or just for this customer?

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Other than: Bankrupt businesses, Devalued currency, Chlorine bleached chicken, Climate Science Denial, Milk from infected udders and the NHS sold to US pharmaceuticals and insurance companies?

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Plusnet Help Team
Plusnet Help Team
Posts: 883
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Registered: ‎22-01-2018

Re: No data in Spain again

Hello @RobC,

 

The issue with this case was that the account was not correctly provisioned for data roaming on a back end system, which prevented the sim from using the affected service. In cases like this examples are needed to trace down the cause, which was how it was located.

 

 

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 SammyM
 Plusnet Help Team
RobC
Pro
Posts: 864
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Registered: ‎03-12-2016

Re: No data in Spain again


@SammyM wrote:

Hello @RobC,

 

the account was not correctly provisioned for data roaming on a back end system, which prevented the sim from using the affected service.

In cases like this examples are needed to trace down the cause, which was how it was located.


 

Thanks for the update @SammyM 

 

So now they know where on your back end systems at least some of these issues occur,

why would you still be asking customers for very awkward to get examples when they should be able to go straight to a likely cause without customers being expected to jump through hoops and wait a week at best?

 

I would guess that its also only been addressed for the one person?

rather than your backend systems now being pro actively checked for this partly identified issue for:

a) other occurrences of the same thing already affecting customers

b) The root cause - and address it

 

 

?

Show us ONE just ONE real, defined benefit for the British public from Brexit
Other than: Bankrupt businesses, Devalued currency, Chlorine bleached chicken, Climate Science Denial, Milk from infected udders and the NHS sold to US pharmaceuticals and insurance companies?

Brexit - Built from Bovine Manure by Bots
No_roaming
Newbie
Posts: 1
Registered: 2 weeks ago

Re: No data in Spain again

I'd also be interested in the answers to the questions asked by robc above as this sounds familiar.
I'm currently in france, data not working (it didn't in march either). Issue is with the ops team to look at with no timescales for response or fix provided.... My wife's Plusnet SIM works just fine in either of our phones.
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: No data in Spain again

Hi @No_roaming 

Could you PM me your full name, full address, mobile number and also confirm you're the account holder?

I'd then be able to investigate this further.

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 Anoush Mortazavi
 Plusnet Help Team