LTE Service Does Not Automatically go from Suspend to Bill

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  • Updated 5 months ago
Hello,

We are using the Neo LTE SIMS in conjugation with a Multitech MTSMC-NAT1 which is based on the Telit ME910C1 module.  When our products are shipped we suspend the associated LTE SIM cards to prevent billing until the units are deployed.

The documentation states that devices should go from Suspend to Bill state automatically when the device becomes active.  This does not appear to work.  We are able to detect a cellular signal, but unable to register with the cellular network.

To resolve the issue, we have to manually change the modem from Suspend to Bill via the Neo management portal.

We have been using the functionality on the Aeris side with CDMA devices without issue.

Can you please assist us with this?

Royce
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Royce Arnold

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Posted 5 months ago

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Norma Pavao, Official Rep

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Hi Royce,

Can you please provide an ICCID to investigate the reported behavior?

Thank you,
Norma
Neo Team
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Royce Arnold

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I currently have ICCID 89011702272024949353 installed in one of my devices with a MTSMC-MNA1 (which is the replacement model for the MTSMC-MAT1 and is based on the same Telit module ME901C1).

My device is currently on and has that SIM card installed.  I'll leave like that for a few hours.

BTW,  +CREG reports 0,3 while in this state.

Royce
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Royce Arnold

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I should add that the MTSMC-MNA1 shows the same behavior as the MTSMC-MAT1 that I mentioned originally.
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Norma Pavao, Official Rep

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Hi Royce,

In looking at the SIM and the associated rate plan the rate plan does not have a status trigger defined for status change from "suspend" to bill. That is why you need to change it manually. I believe the rate plans are global likely not customize-able. Please do let me know if you have any further questions regarding this matter.

Regards,
Norma
Neo Team
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Royce Arnold

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Norma,

Previously, this link https://www.aeris.com/neo/support/managing-devices/state-management contained two tables that described the behavior and indicated the devices would shift from suspend to bill with no outside action.  They now appear to be missing.

This functionality not working is very inconvenient and has been causing us problem with deploying our devices with LTE hardware.  Can you tell me if this functionality works on the Aeris side with LTE modems?

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Norma Pavao, Official Rep

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Thank you for providing the reference. I have engaged additional resources to confirm whether triggers for Neo LTE SIMs Suspend state are an available function. I will get back to you when I have received input on that.

Regards,
Norma
Neo Team
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Norma Pavao, Official Rep

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Hi Royce,

I wanted to let you know that it seems to rate plan in which your SIM is associated with does not have defined triggers to move from a Suspend state to a Bill state. What I am working on isolating at this time is whether that is by design with the rate plan and if that can be changed or not. I will reach out when I have more details/information. I appreciate your patience.

Regards,
Norma 
Neo Team
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Royce Arnold

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Norma,

Thanks for the update.

Royce
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Norma Pavao, Official Rep

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Hi Royce,

Thank you very much for your patience. In my discussions regarding this issue with our engineers it is confirmed that the specific rate plan your SIMs are assigned to does not have a trigger setup when in Suspend status to auto move to Bill once traffic is recorded. I am actively requesting whether this can be changed and if we have a standard value that can be defined to have a working trigger. I will keep you informed of this inquiry. Again I appreciate your patience.

Regards,
Norma
Neo Team
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Norma Pavao, Official Rep

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Hi Royce,

I received confirmation from our engineers that the auto move from Suspend to bill is not an available function with the LTE NEO SIMs by design. I do apologize for the inconvenience.

Regards,
Norma
Neo Team