Webconnect: Global service outage/issues happening since 6/23? What the FRAK?!?

[Jack T. Chance]

So, yesterday, my T-Mobile Rocket HSPA+ USB modem was delivered to my house! I used it last night at the homestead, and found that I was on the UMTS network, averaging speeds only in the 500-850 kbps range. So, fairly standard 3G speeds. I was a little bummed, but no big deal, at least it worked.

Then I went to work today... and found that the modem could only detect the slower-than-molasses EDGE network, and it struggled to hold onto 1 bar! So weak was the signal that it couldn't even fully load a webpage without losing its connection!

So, I called in to T-Mobile Tech Support... and the rep there proceeded to tell me "we've been having a global service outage affecting all Webconnect users since June 23rd and we don't know when it will be fixed." WHAT. THE. FRAK?!?!?

This immediately brought several very good questions to my mind, none of which the rep could answer for me. Questions such as...

• If this is the case, why was I able to use the modem at my house last night for several hours with little to no problem?
• Why doesn't Tech Support have an estimated time of completion for fixing the problem after a WEEK of working on it? A week of downtime might be acceptable when it's the Sidekick data servers that have gone down, but it's completely unacceptable when it's the mobile broadband modems that are affected!
• Why the FRAK are the stores, the website and the telephone sales department still selling and activating new modems if they're not working? When the Sidekick data servers went down in October of last year, T-Mobile suspended sales of the devices until the problem was sorted out. Why aren't they doing that here? Don't they realize that tons of new customers will return these modems under the "buyer's remorse" period, because they seem like useless pieces of junk right now? Are they really so dense that they don't understand that an increase in product returns is a BAD thing in this economy?!?

So, that's been my day, in a nutshell. I had no internet at work today, because my Plan B, using my BlackBerry 8900 as a tethered modem, didn't work, either. It couldn't get a strong enough signal on EDGE at my desk to be able to connect.

And I've now been forced to pay for another month of service on my CricKet Wireless A600 modem so that I'll have working internet for my laptop. I was hoping to leave them behind because of a significant change they made to their Terms & Conditions, effective June 29th, but no such luck. Looks like I'm stuck with them for a bit longer.

So, tell me, HoFoers... have any of you been having problems with your Webconnect service over the last week? Have any of you called Tech Support, and been told about this supposed "global outage"? If so, how come I'm not seeing any mention of it here?!?

[Scottish Skyedance]

I don't encounter problem with webconnect using HD2 (mainly used to play streaming windows media because nexus one doesn't support).

[Jack T. Chance]

So, I have spoken to T-Mobile Tech Support again as of Tuesday, July 6th. I spoke to 3 different people that day, the first CSR that answered the call, then a "Tier 1" (I guess) Tech Support Rep, then he transferred me to a "higher tier" (Tier 2, I guess?) Rep. All told, I was probably on the phone for a good hour. I had to tell each rep my entire story again, because the notes on my account, if any, weren't being transferred from one rep to another.

And after that whole process, here's where I'm at:

• My Webconnect service was NOT provisioned correctly, but once that issue was fixed, it still didn't work at my work address.
• It was confirmed for me that this outage ONLY affects the Webconnect modems (i.e. "air cards", "data sticks", or whatever other nick-name you use for them.) It DOES NOT affect the 3G phones at all.
• This outage has been going on since June 23rd and it STILL isn't fixed. I'm told that T-Mobile's Tech Support people are "working on it diligently", but they still haven't fixed it after 2 WEEKS! This is now approaching levels of EPIC FAILURE that were previously only seen with Danger and their HipTop/Sidekick smartphone.

Looks like I'll be returning the Rocket and tomorrow, I'm going to go do my phone upgrade and get myself a BlackBerry 9700. At least then I can use it as a tethered modem and actually USE the 3G network.

[Scottish Skyedance]

Try different APN and see.
epc.tmobile.com is default. Try interent2.voicestream.com and see.

[Jack T. Chance]

Try different APN and see.
epc.tmobile.com is default. Try interent2.voicestream.com and see.

And of course, you posted this as I was finishing up work for the day, and I'm off the next 2 days. So I'll have to wait until Sunday to try this at work.

One would think the T-Mobile Tech Support people would have mentioned that, but I'll try it. It's an easy, quick setting change, and I'll know pretty much immediately if it had any effect or not.

One question, though: Is it really "interent2"? Not "internet2"?

Just want to make sure I'm entering the correct info.

[Kies]

This "global outage" is a bunch of crap. Tell them you know that's a lie. You don't have 3G at work, plain and simple. What kind of signal does your 8900 get? The antenna could just be weak in the stick. Try getting one of those twistable USB adapters so you can move the modem around, it helps quite a bit. I've been noticing more 3G coverage as of late, like within these past couple of weeks.

[Scottish Skyedance]

And of course, you posted this as I was finishing up work for the day, and I'm off the next 2 days. So I'll have to wait until Sunday to try this at work.

One would think the T-Mobile Tech Support people would have mentioned that, but I'll try it. It's an easy, quick setting change, and I'll know pretty much immediately if it had any effect or not.

One question, though: Is it really "interent2"? Not "internet2"?

Just want to make sure I'm entering the correct info.

The following APN work with webconnect:
epc.tmobile.com
internet2.voicestream.com

I recommend to request for modem replacement. Make sure you bring in your laptop to test (webconnect will work 100% with ANY phone, including smartphone as I am using it with HD2, just voice is not allowed).

[Jack T. Chance]

This "global outage" is a bunch of crap. Tell them you know that's a lie. You don't have 3G at work, plain and simple. What kind of signal does your 8900 get?

Depends where I am in the store. At my desk, 1 bar, which is enough signal for emails to come through, and for the phone to ring if someone calls, but sometimes it's a little weak for talking to them. There's one window that if I put the phone right next to the window, I can get 2-3 bars, but it's several feet away from my desk, like, 20 feet or something. And it's really not feasible to put the laptop over there.

The antenna could just be weak in the stick. Try getting one of those twistable USB adapters so you can move the modem around, it helps quite a bit.

Already done that, I bought it before I got the modem. And it doesn't help a bit in this case. Moving it to every conceivable position, I either get 1 bar, or no signal at all. I've even tried it in USB ports on both sides of the laptop, since sometimes moving a cell phone a foot away can improve signal, but no luck here. Tried using the USB "Y-splitter" extension cable that came with my CricKet Wireless A600 USB modem, which allows you to plug the modem into 2 USB ports simultaneously, so it can draw more power and attempt to boost the signal strength. Works like a charm with CricKet's modem, usually gets me 1 more bar, which also improves my d/l speed. But it made absolutely no difference here.

On Sunday, I'll try the alternate APN, and I'll also see what kind of 3G signal I get with my BlackBerry 9700.

[Jack T. Chance]

The following APN work with webconnect:
epc.tmobile.com
internet2.voicestream.com

I recommend to request for modem replacement. Make sure you bring in your laptop to test (webconnect will work 100% with ANY phone, including smartphone as I am using it with HD2, just voice is not allowed).

The only problem with asking for a modem replacement and bringing my laptop in to test it, is that implies getting said replacement in a retail store. But as I mentioned in another recent thread, T-Mobile has decided that their corporate stores in the D.C./Baltimore market don't get to stock the Rocket modem, we aren't one of the "select markets" that gets that privilege. So I had to order it from the 800 # and have it shipped to me. To get a replacement, I'd have to ship it back to them. If I do that, I'm just returning it. I don't want to mess with getting a replacement and testing it, because the shipping times will eat up my 20-day return period.

[Scottish Skyedance]

The only problem with asking for a modem replacement and bringing my laptop in to test it, is that implies getting said replacement in a retail store. But as I mentioned in another recent thread, T-Mobile has decided that their corporate stores in the D.C./Baltimore market don't get to stock the Rocket modem, we aren't one of the "select markets" that gets that privilege. So I had to order it from the 800 # and have it shipped to me. To get a replacement, I'd have to ship it back to them. If I do that, I'm just returning it. I don't want to mess with getting a replacement and testing it, because the shipping times will eat up my 20-day return period.

Hmmm...now ebay has unlock solution for UMG1831 (Rocket), you can unlock it and test with ATT prepaid data and see.
I am still thinking the modem is defect.
Good news: I will take a trip to Virginia next weekend, and then I'll do a test for you if you want.

[Jack T. Chance]

This "global outage" is a bunch of crap. Tell them you know that's a lie. You don't have 3G at work, plain and simple.

Well, turns out you were absolutely, 100% correct. I'm at work right now, with my new BlackBerry 9700. It's getting EDGE only, can't detect 3G at all... but at least it's able to USE EDGE, unlike that stupid Rocket modem. But I take it up by the window where I get the strongest signal strength, and no 3G. I go OUTSIDE THE BUILDING, so that I'm eliminating any interference from the building itself... no 3G. That modem's going back to T-Mobile A.S.A.P. and I'm not going to try again until my BlackBerry 9700 detects and can use the 3G network. EDGE is perfectly usable for the BlackBerry for sending and receiving emails, SMS and MMS messages, instant messages, and the little bit of web browsing I do on the BlackBerry. But it's absolutely USELESS for using the internet on my laptop. It's nearly as pathetic and useless as dial-up internet. Looks like I'm stuck with CricKet for Gord only knows how long.

I am still thinking the modem is defect.

Could be, but as I mentioned, the BlackBerry can't detect 3G, either, and it DEFINITELY works on 3G. Been using it since Friday evening, and where there's 3G service, it works like a charm!

Good news: I will take a trip to Virginia next weekend, and then I'll do a test for you if you want.

Thanks for the offer, but it's now unnecessary, as we now know the problem isn't just with the modem... it's the lack of 3G service where I need it most.

[Kies]

You can tether the 9700, even though the modem is only capable of 3.6Mbps (going to be slower) T-Mobile gives you a 10GB bucket with smartphone data plans so it should work out better than having a separate stick when you get a 3G signal at work.

[Jack T. Chance]

You can tether the 9700, even though the modem is only capable of 3.6Mbps (going to be slower) T-Mobile gives you a 10GB bucket with smartphone data plans so it should work out better than having a separate stick when you get a 3G signal at work.

Yep, I know. Been tethering with my BlackBerries for pretty much as long as I've been with T-Mobile (since December of '06!) Not as exciting as it sounds when you're stuck with EDGE only, which is why I use the CricKet Wireless EV-DO modem currently. Now that I have the 3G BlackBerry, tethering will be a lot better, especially since T-Mobile's 3G allows the use of data and voice simultaneously!

The only drawback to tethering is that I sometimes want to be downloading something on the computer, while I'm on the phone IN ANOTHER ROOM. Which is why I still prefer having the separate modem. But if/when I exceed the 5 GB limit on my 3G modem, I'll switch to using the BlackBerry as a tethered modem, so I don't have to put up with the practically useless EDGE speeds.

To be honest, though, the absolute BEST solution for me right now would be for Clear/Sprint 4G/Xohm/Whatever-They're-Calling-It-This-Week to be available both where I work, and where I live. If that was the case, I'd just get a USB modem with them and enjoy speeds of 3-6 mbps with TRULY, TOTALLY UNLIMITED usage for a very reasonable price per month!

Sadly, Sprint and Clearwire are taking WAY too long to get the whole D.C./Baltimore market covered with 4G goodness.

[Scottish Skyedance]

To be honest, though, the absolute BEST solution for me right now would be for Clear/Sprint 4G/Xohm/Whatever-They're-Calling-It-This-Week to be available both where I work, and where I live. If that was the case, I'd just get a USB modem with them and enjoy speeds of 3-6 mbps with TRULY, TOTALLY UNLIMITED usage for a very reasonable price per month!

Sadly, Sprint and Clearwire are taking WAY too long to get the whole D.C./Baltimore market covered with 4G goodness.

Damn that Clear never deploy WiMax in N train Bay Parkway area, I really want to drop Verizon DSL!!!
If T-Mobile can offer loyalty truly unlimited internet, I'd sign up the next second!

[Jack T. Chance]

Damn that Clear never deploy WiMax in N train Bay Parkway area, I really want to drop Verizon DSL!!!
If T-Mobile can offer loyalty truly unlimited internet, I'd sign up the next second!

I just found out yesterday that if you want a Clear Dual Band 4G/3G modem, you no longer have to pay Sprint's extortionist amount of $79.99 per month for unlimited 4G usage + 5 GB of 3G usage. In fact, through Clear, the price is only $55 per month! Since I (supposedly) have the best level of Clear 4G service where I work, but no 4G service now or in the next 3 months at my house, that might be an option that would work for me. Since Clear 4G gives faster download speeds and truly unlimited usage, I could just do my larger downloads at work on the laptop, while I'm using the 4G network.

In other news, the T-Mobile Rocket modem is on it's way back to T-Mobile. I shipped it back to them yesterday, after calling them Monday to cancel the service on it. Now watch them go ahead and "light up" my work address with HSPA+ service on the 21st, when D.C. and Baltimore officially go live for HSPA+.