HTC

[Bert]

They appear in a text message with an option to download however the download will not progress.

Can you give me the up to date settings please?

I am still due to meet James (Guru) in O2 Dundrum but I have been very busy the past two weeks and have been unable to pop in yet.

Thanks,

Bert

[Sheenamurph Platinum Expert]

The most up to date settings are here: http://help.o2online.ie/kb/ps?type=search&search=1&searchtype=2&c=12&cid=21&cpc=&searchstring=3618

[Bert]

Good evening,

              So I finally got to speak to a Guru today. We switched sim cards. I put mine in his O2 Xperia Arc he put his in my HTC Sensation. Error is replicated on both devices with this sim card switch; he had also mentioned the route of switching APN via switching data plan and explained that this route would be all in 250 + 2GB (tethering) add on. I do not want to do this, he also mentioned that I have in the past exceeded 2GB in a month and that I would then be paying for it if this was the case.

 We've established a technical fault with an APN. The fix/work around is to give me additional access on the open.internet APN which you probably can't do, alternatively if you want to change the terms and conditions of my contract you can do so by releasing me from my currrent contract which you probably don't want to do. I don't really want that either, so either we come up with a work around or you produce a fix or you advise me on my options bearing in mind what I have already stated. There is a lot of information in this thread so please don't repeat anything that has already been said or posted.

Thanks,

Bert

[O2_Lisa Community Manager]

Can you Bert remove the apn for open.internet
and create a 2nd one for internet
then choose the 2nd one you created for internet

[Bert]

Lisa, I haven't been using that APN 'open.internet' for over a month; it was only added for testing purposes. Are you going to tackle my questions above?

Bert

[O2_Laura Moderator]

Hiya Bert, thanks for getting the sim tested in the other phone for us. I have gone back to the technicians now with the results of the test. Your new reference is 1389427. We should have an update on that soon for you...

[Bert]

Laura,

      Thanks for that, not really sure why a new reference is in existence as there was one before. The main thing is that all information which is relevant from this thread be put in to it and that tangible work is done on it. I appreciate the help; if I don't get an update by mid March I will be chasing this up. I am quite keen to get this fixed or have evidence of an investigation; not sure why the work around can't be provided while this is being looked at?

Bert

[Sheenamurph Platinum Expert]

The technical team will need you to be using the internet APN so they can find the issue and fix it, if you are using the open.internet APN then they won't see the errors you see. We'll let you know as soon as we have an update.

[Bert]

Makes sense. Will do.

Bert.

[Bert]

Any update on this reference?

[O2_Fiona Moderator]

Hi Bert, sorry for the delay in coming back to you here on this today. Our tech team have confirmed that this is not a network issue. Unfortunately we cannot support third party apps and issues with these apps connecting on different apns. I know this has been ongoing for sometime. The only reoslution we can offer to fix this is to change your tariff to an All in Plan or you can use the apps over a wifi connection. Sorry about that.

[Bert]

Fiona, that's not really good enough but sure I'm sure things will work out, can you send me the details of the technical report please so I can see what exactly they have done to investigate this? If not just give me the reference number which I assume is still open; if it's not please reopen it on Monday at the latest. If you want me to switch APN you'll have to release me from contract because you're changing the terms and conditions of my custom. O2's move.

Thanks,

Bert

[O2_Fiona Moderator]

Hi Bert, the tech ref no is 1389427. The tech team have closed this issue and advised it is not network related. We provide you with a data connection and this is working fine, unfortuantely sometimes there may be certain apps that will not work or you may have issues with. It would not be possible to be released from contract as a result of 2 apps not working I'm afraid.

[Arm Gold Expert]

Hi Fiona

The issue effects far more than 2 apps. This is a known issue and has been effecting people on the Unlimited data plans, using the "Internet" APN for a very long time. 

Streaming of Music, Movies, Podcasts just for an example will not work. There are many threads covering this issue. Here is just one: http://community.o2online.ie/t5/MMS/Problem-downloading-or-streaming-podcasts/td-p/259692

To say that there is a working connection provided is completely inaccurate in relation to the "Internet" APN.

I can continue to list the different services/ Apps that still do not work if you wish?  There was a solution offered to this issue: http://community.o2online.ie/t5/MMS/Problem-downloading-or-streaming-podcasts/m-p/331862#M6617  and I think it is only fair that Bert be treated the same as the other people who are effected by this. In fact the solution was offered because some people were were getting more preferential treatment than others, a situation Bert now finds himself in. 

[Bert]

Fiona,

      Thank you for your further updates. Perhaps you could forward on the above and below information to your tech team.

a) O2 are providing me with a data connection, it's a bit disingenuous to say that my data connection is working 'fine' when it is not as we have demonstrated technically in this thread. Additionally free SIMS from your competitors and your own alternative APN both resolve this issue, so to say my data connection is working 'fine' is at the least dissmissive and conversely blatantly untrue.

b) If you have a fix for this, I am not sure I understand why you will not let me use it, as 'open.internet APN' works for these apps and the 'internet APN' does not work I am pretty sure that gives us what may be described as a 'network issue'

c) If you want me to switch APN which has been suggested several times by several O2 staff to me 'you' being defined by O2 are changing the terms and conditions to which I pay for services to be rendered.

d) I am requesting that your tech team reopen this ticket as it has not been resolved, if you do not I will see what ComReg have to say about that.

e) You will also see that I pay for broadband services which is out of contract, you are very close to loosing that custom 

I would appreciate if O2 maybe have a think about this one as I am a longstanding customer and will not be for much longer the way things are going. I would also like to add that you have wasted much of my own personal time without giving me any tangible evidence that this is even being partially addressed or even in actuality looked at. Lastly the customer service level I have received given the date this thread was opened is downright appalling. 

 I am sure your marketing teams pay a lot of money to get new customers perhaps you should concentrate on providing existing ones with a good customer service level.

I will revisit this later in the week.

Bert

[O2_Laura Moderator]

Hi Bert, can you leave this with me until tomorrow and I will come back to you then?

[Bert]

Laura,

       Thanks, that's fine, everything you need is in this thread.

Bert.

[Sheenamurph Platinum Expert]

Hi guys, just letting you know that we haven't forgotten about this, we're checking this out on our side here.

[Bert]

Sheena,

         That seems to be a bit different to what Fiona had said below. Can you confirm that my technical ticket is still open? Are O2 going to address my statements or are you going to continue to waste time?

Bert 

[Sheenamurph Platinum Expert]

You can disregard Fiona's post, she wasn't aware of the entire issue and so was not fully informed. I am personally discussing your situation with a contact in our technology department so as to get more information and figure out the next best step here.

Hypothetically if we are not able to resolve this in the short term, what would be your ideal solution to this?

[Bert]

Sheena,

        Thanks, I appreciate the prompt reply. I will have to think about that as it would depend on if a fix is forthcoming soon or not . If you can see what you think is reasonable from your side and I'll have a think too, also best not to discuss that on the public forum.

thank you for your input,

Bert

[Bert]

So are you guys going to do anything to fix this? Is that reference still open?

[O2_MichelleMc Community Manager]

We are still looking into this for you. We are waitng for another update at the moment but will post here as soon as we have one for you.

[Bert]

Who are you waiting to hear an update from? That's not really good enough given the time line of this issue, also you have not confirmed the reference is still open. Lastly another week has gone by and there is no end game. To be blunt you're wasting my time. I would appreciate a detailed reply and some initiative as I've wasted enough time on this.

[Sheenamurph Platinum Expert]

Sorry that we don't have an update yet, our contact in technology is consulting with someone else on this, and we're waiting to hear back from them.