Outage

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  • Problem
  • Updated 3 years ago
How do I report / resolve a regional outage?

I have 10 devices that disconnected within 30 seconds of each other, 20 hours ago, and have not reconnected...

They are all in the same area.

There are other still connected devices nearby, but possibly a different towew,
and all my other devices in different areas are connected just fine.
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ERobishaw

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Posted 3 years ago

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Bob Heckmann, Official Rep

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Hi Eric,

Thanks for the post. If you haven't cleared registration for those devices please do so (see screen shot below).

If that doesn't solve the problem please provide the following information:
  • last 4 digits of each device's ICCID
  • physical location of the devices
Regards,
Bob

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ERobishaw

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Bob, 

After having done the Clear Registration and waited to see if that makes a difference...
where do I send the information you requested?
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ERobishaw

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9 of these devices went out at 4/27/2015 5:35:02 PM CST

They are all located within 1 mile of:
-97.306496,32.91319,0.0

I have a google map link I can send you privately showing the exact device location of each device. It's especially useful because it shows other devices a little to the south and east that ARE connected, so it's got to be a single tower.

Here are the last 4 of each device's ICCID: 
4164, 1236, 1160, 4156, 1285, 4131, 1301, 1251, 1269, 1327
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ERobishaw

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Bob,

Has anything been done to resolve this?
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Bob Heckmann, Official Rep

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Hi Eric,

We see your devices active on the network, some in packet sessions and others not. Do you see something different?

Regards,
Bob
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ERobishaw

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So I've seen this before on tmobile.... I'm at a device now in the field, watching it's connection...

It starts a ppp session, gets a "welcome" message from the tower and then it's given an invalid ip address (192.168.111.112) and the tower immediately disconnects it. REPEAT forever.

I checked signal strength...ok
I checked at+cops... and it's on a tmobile tower (310260) ... ok

I've had this issue with tmo before.... (through a different provider)... they would talk to tmo and magically it would start working.... every time. Supposedly tmo didn't "do anything"... yet without fail devices start connecting again.

I've seen this probably 15 times over the last 10 years.

It is all happening on that one tower.
Devices a mIle away on the next tower work fine. Move them here...no connect. Move these problem devices to the other location...connects.
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ERobishaw

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Can someone talk to TMobile about this... I've got to get this resolved.
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Bob Heckmann, Official Rep

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Hi Eric,

We've escalated the issue to our network operations team. I'll keep you posted when we have more information.

Regards,
Bob
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ERobishaw

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Whatever you did,  it worked!

Please write it down somewhere, because I'm sure sometime in the next 6 to 12 months, it will mysteriously happen again.

Thanks
Eric
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ERobishaw

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This has occurred yet again.  Here are the devices now out, and all went out within 30 seconds of each other.

Total Out: 9
7 out @ 6/17/15  1:54:13AM CST
2 out @ 6/17/15 2:30:00AM CST

This time it occurred in 3 different regions
I have many other devices in the same areas that are still up, so this is not a general outage issue
I have De-registered 4 these devices to see if that has any effect

CCID Last 4 digits...

Shops @  33.0306081,-96.8322574
4123
4107

VR @32.93178474618545,-96.94390880562946
0541
0558
5188


Heritage @ 32.9130865,-97.3047818
4149
4156
1319
1160
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ERobishaw

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Well, they just came back up. All of them within 1 minute. Radio Voodoo.
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Bob Heckmann, Official Rep

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Thanks for the update Eric. Circling back with the following items from our troubleshooting efforts:
  • There was no connectivity service outage
  • Our logs show incomplete registration events for the devices you listed. There are many possible reasons for this. It might be related to a faulty switch, but again, we can't say that with certainty.
  • Yesterday we cleared registration on your devices and they all re-registered without incident. We didn't test data sessions or any other operations.
Regards,
Bob