What happened to my connection?

  • 1
  • Problem
  • Updated 1 year ago
  • (Edited)
What happened to my connection? In the last two week service has dropped dramatically in my area. I used to have a really strong signal and now I having trouble acquiring a signal. It feels like there's a cell tower issue in my area. (Check zip code 91320; Newbury Park/Thousand Oaks area).
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes

Posted 1 year ago

  • 1
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

I will be happy to assist in further investigation of the area in question.  In order to do that it will be helpful to look into a specific device log affected in order to properly query and escalate to our carrier partner if needed.

Regards,
Norma
Neo Team
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes
Here are two devices in the same location, experiencing the issues:
AER0000004233397 (currently powered down)
AER0000004231932 (currently powered on)
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Thank you Brian,

Although, can you provide either the ICCID or the MSISDN?  Since I do not have your account ID I am unable to query for your devices under your account.  My apologies for any inconvenience. 

Regards,
Norma
Neo Team
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes
89185015032500235360 (currently powered off)
89185014080500235964 (currently powered on)
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

Thank you for providing the ICCIDs.  From my initial review in checking the powered on device logs I do see it is recording data sessions, although when looking further I found that some sessions record lower amounts of data vs. others.  I am not able to determine if this is expected behavior from the device or not so I wonder if you can provide additional insight.

Of these affected devices, are they at times recording success in transmitting data?  For example today do you have specific timestamps where you found the device failed to transmit data?  I would like to cross reference against the log data.

Thank you,
Norma
Neo Team
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes
For 89185014080500235964, this device has a resting function which will have it checkin/transmit information approximately every 15 minutes. Then when it's active it transmit immediately on action. For today, we saw:

9:13 AM resting checkin
9:28 AM resting checkin
9:43 AM resting checkin
9:58 AM resting checkin
10:13 AM resting checkin
10:28 AM resting checkin
10:43 AM resting checkin
10:45 AM active transmission
10:52 AM resting checkin

Then there was not another transmission till 11:56A. The device tried to checkin every 15 minutes but could not acquire a cell signal. Then there was an active transmission at 11:59A but nothing further till resting checkin at 2:07P and noting since. 

The gaps are all attributed to not being able to acquire a cell signal.

Till about 2 weeks ago, this has not been an issue in this area.
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

Thank you for the details, can you confirm the timezone?  My apologies I want to be sure we are looking at the right time stamps.

Thank you,
Norma
Neo Team
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes
Pacific
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Thank you Brian.  Yes, I found that in reviewing the timestamps our logs do not show any cellular registration attempts at the times you noted the retesting events.  Can you provide a nearest cross street to aid in our escalation efforts with the carrier?  The zip code provides a wide area making it challenging to pinpoint a specific tower.  Greatly appreciate your assistance.

Regards,
Norma
Neo Team
Photo of Brian

Brian

  • 7 Posts
  • 0 Reply Likes
Closest major crossroads would be Borchard Rd and Via Ricardo (zip 91320). In fact there are several cell towers right at the park at that intersection.
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

Thank you for providing the cross streets.  I have submitted a ticket with our carrier partner request investigation of the general location for cell tower issues.  I will update you once I hear back status which may take a few days for the carrier to get back to me.  In any case I will keep you informed.

Regards,
Norma
Neo Team
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

I wanted to inform you that I have not yet received and update but I have reached out to our carrier for status on verifying cell tower performance.  I continue to track this issue and will keep you informed.

Regards,
Norma
Neo Team
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

I continue efforts to obtain an update from our carrier partner who have advised me they have reached out to their carrier partner for status.  I apologize for any inconvenience, but want to assure you I continue my efforts.

Regards,
Norma
Neo Team
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

Unfortunately our carrier partner has not received a response/update from their roaming partner regarding our inquiry of any possible cell site problem on the roaming carrier end.  I continue my efforts and while doing that I found that the two devices I have looked at related to this issue have not attempted to register on the cellular network since purging from the network on 3/4/2017.  Is this because they can not get signal or are they turned off?  I continue my efforts to push for status, but greatly appreciate clarification on my findings.

Regards,
Norma
Neo Team
Photo of Norma Pavao

Norma Pavao, Official Rep

  • 113 Posts
  • 1 Reply Like
Hi Brian,

Our carrier partner has provided an update advising that the roaming carrier has confirmed in the specific location in question the specific location has good 3G U2100 indoor signal. LTE bands 2, 4, 12 and 3G U1900 are also available in the area but no 2G coverage.  Are you devices attempting to connect via 2G?  Please advise what the current state is of your devices as I confirmed they have not attempt to register/connect since 3/4/2017.

Thank you,
Norma
Neo Team