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Old 04-30-2008, 04:59 PM   #1 (permalink)
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Default EDGE outage - TMO?

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I'm getting the run-around from TMO. I'm only able to get GSM, and obviously no data. They're "not aware of any outages" and are trying to blame my settings (typical).

Anyone know differently? I'm in Washington State.
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Old 04-30-2008, 05:10 PM   #2 (permalink)
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Wirelessly posted (8310; The Juggernaut)

Have you pulled the battery while powered on, replaced and rebooted?

Last edited by JSanders : 04-30-2008 at 05:12 PM.
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Old 04-30-2008, 05:16 PM   #3 (permalink)
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Quote:
Originally Posted by JSanders View Post
Wirelessly posted (8310; The Juggernaut)

Have you pulled the battery while powered on, replaced and rebooted?
Repeatedly.
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Old 04-30-2008, 05:24 PM   #4 (permalink)
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i live in massachusettes and am having no trouble with my edge, infact, i just got an email
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Old 04-30-2008, 05:28 PM   #5 (permalink)
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How long has this occurred... and have you moved to another area of your locale so that you can test the signal on another TMo tower, to confirm that it is not a single tower issue?
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Old 04-30-2008, 05:41 PM   #6 (permalink)
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Unfortunately, I'm stuck at my office. The issue has occurred all day (6 hours or better).

Personally, I think it's either a cell tower issue or a network issue. However, the TMO BB rep I've talked with isn't the sharpest tool in the shed and is even having difficulty creating a trouble ticket and sending me on to the next tier of support.

After nearly an hour with the guy (even when I asked at least 30 minute into the conversation for a trouble ticket to be issued) the best he's come up with is to pull not only my batter but my SIM card. Did that, same issue.

My patience is wearing thin. How tough can it be to research a network issue, or at least generate a trouble ticket, rather than always blame the customer?

I'm hoping that when I leave the office my problem will magically correct itself (read moving to a working tower). However, since I'm at my desk most of the day I really want my BB to work!
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Old 04-30-2008, 05:45 PM   #7 (permalink)
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i spoke with a t-mobile rep this morning. she confirmed that there is an outage affecting many cities across the country. it has been an ongoing unsolved issue since monday with no ETA yet.

my question to sowhynot is are you dealing with t-mobile or t-mobile business care? because there really is a difference.
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Old 04-30-2008, 05:45 PM   #8 (permalink)
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Probably a dumb question... but has this BB worked while at your desk in the past?

I empathize with you, I would be frustrated as well. Pulling the battery, even the SIM and replacing IS the first, second and third (sometimes even fourth, etc.) things to do, to reconnect to the EDGE signal.

My advice for now... drive at least 3-4 miles from your office to be clear of the current tower. If you don't see an EDGE signal soon, pull the battery again (with the BB powered ON). Replace and reboot. Then call TMo support again, it could be a local TMo network issue. No one else is reporting a TMo network problem elsewhere for now.
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Old 04-30-2008, 05:46 PM   #9 (permalink)
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Quote:
Originally Posted by dmead View Post

my question to sowhynot is are you dealing with t-mobile or t-mobile business care? because there really is a difference.
T-Mobile. I'm not a BES customer. And you're right - I'm sure there is a big difference.

Thanks for letting me know about the outage. Do you know if it's only impacting TMO or are other providers having similar problems?
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Old 04-30-2008, 05:49 PM   #10 (permalink)
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Oddly, dmead, no one else is reporting this... are they?
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Old 04-30-2008, 05:56 PM   #11 (permalink)
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I called becasue i had several VP's call me before i ever arrived this morning saying they wern't getting thier email. by the time i got to work 5 of 9 were over it. so i got on the phone with t-mobile and the rep told me there was in fact an outage but it was spotty. she howver stated that there was no resolution.

i have been up all day no problems. and as of right now i only have one user still unable to get "EDGE".
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Old 04-30-2008, 06:09 PM   #12 (permalink)
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i have a bit of an on again off again issue. im located in the huntington beach area of southern california. my edge and uma are both in lowercase letters.
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Old 04-30-2008, 06:10 PM   #13 (permalink)
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Old 04-30-2008, 06:15 PM   #14 (permalink)
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Quote:
Originally Posted by JSanders View Post
Probably a dumb question... but has this BB worked while at your desk in the past?
.
A valid question - and the answer is yes, up until today.
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Old 04-30-2008, 07:19 PM   #15 (permalink)
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Mines has been fine all day in the Atlanta area.
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Old 05-01-2008, 12:20 AM   #16 (permalink)
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Wirelessly posted

Houston Texas and tylertown Mississippi are in working order.
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Old 05-01-2008, 08:16 AM   #17 (permalink)
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Quote:
Originally Posted by The BlackBerry Kid View Post
i live in massachusettes and am having no trouble with my edge, infact, i just got an email

This is the 2nd time I have been in Mass. traveling for work and I cannot believe how choppy EDGE is here. I am in the Worcester, Oxford, Auburn area. Almost everywhere is GPRS only. Every once in a while I will get an EDGE signal. Hard to be this area does not have 100% EDGE.
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Old 05-01-2008, 07:17 PM   #18 (permalink)
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I'm still not really happy with TMo customer support. It's taken more than 2 hours and multiple phone calls to get to the trouble ticket stage, and I've ended up diagnosing their problem.

It's cell tower specific. I learned yesterday on my way home that if I got about 1 mile away from my office I received EDGE covereage.

This morning, on the way in to my office, I discovered that when I got about 1/2 mile out I lost EDGE and got GSM coverage - therefore a tower issue.

Called again with my trouble ticket number and was asked almost the same questions that I had already answered the day before (when did this start, what was my location, what O/S was I using) and it took 30 minutes to be put in touch with a third tier teach support.

I'm now told that it can take between 48 hours and five days to fix the cell tower problem. OK - things break, I get that. What I'm thoroughly annoyed about is first the amount of time that it's taken for me to tell them what the problem is, the ineptitude or inflexibility of the first and second tier support and the amount of time they're claiming it will take to repair the problem.

Done venting. I'm glad it's almost the end of the week. With luck by Monday I'll have EDGE service at my office again.
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Old 07-07-2008, 11:00 AM   #19 (permalink)
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I have a problem with BB 8320 in NY south area ARGH!!!

SOS, GSM,, and Edge- back and forth..

Its annoying...oh well.. hope T mobile back thing up and working asap!

Thanks!
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