Thunderbolt data service down

pinggolf · ‎03-27-2011

Spoke with tech support who confirmed that data service is down for some (but not all Thunderbolts). My wife's tbolt has been out since midnight. Rep stated no ETA, but there are issues network wide.

Anyone else experiencing a problem with their tbolt? My droid incredible is working fine.

AZSALUKI · ‎03-27-2011

i'm sure it depends on where you are. if the 4g network is down in your area, then you should turn off her LTE radio and turn on the CDMA radio only. There are ways to manually do this but i would suggest getting an app called Phone Info. it is designed to to allow you to easily switch from 4g to 3g only and back, on the thunderbolt. then, whenever the 4g network is having issues, she could just set it to use only the 3g network.

budone · ‎03-27-2011

Have you by chance powered down and powered up the device?

pinggolf · ‎03-27-2011

Yes, device was booted and I also pulled the battery. As I mentioned previously, Verizon admitted there was a network outage but only for some thunderbolts. My incredible is working fine siting right next to my wife's device. We're not in LTE coverage where I live, just 3G.

Is anyone else seeing this? The tech support rep noted it's an entire network issue and service for tbolts has been down now for 15 hours. She said not all tbolt are affected, but there is a large majority that are.

budone · ‎03-27-2011

I can see her statement making sens for 4G(LTE) service. But not 3G as it uses the same 3G towers and antennas as the rest of us, when not hitting an LTE tower. Makes me think a phone setting is incorrect. Maybe set to 4G service only. Go into SETTINGS>NETWORKS & WIRELESS and make sure Mobile Network is checkmarked.

Personally I would call tech support from another phone. Or do a master reset, if you have not added too much to the device.

silver6055 · ‎03-27-2011

budone wrote:
I can see her statement making sens for 4G(LTE) service. But not 3G as it uses the same 3G towers and antennas as the rest of us, when not hitting an LTE tower. Makes me think a phone setting is incorrect. Maybe set to 4G service only. Go into SETTINGS>NETWORKS & WIRELESS and make sure Mobile Network is checkmarked.

Personally I would call tech support from another phone. Or do a master reset, if you have not added too much to the device.

BUt doesn't the thunderbolt require the SIM card even for 3G? So, if something was wrong with the SIM authentication system, this would make sense, service out for Thunderbolts but not for other phones.

pinggolf · ‎03-27-2011

Yes, I think something is up with tbolts and the SIM possibly. The tech support rep even stated that the outage on their end ONLY affects tbolts. I did call from my phone and we're now going on 16 hours with the outage. I'm going to call back in and see what the deal is. Her device has been working fine for over a week without any issues. Mobile data service is on. I've flipped the radio on/off and rebooted again (pulling the battery). I don't want master reset her device.

Is anyone else seeing this issue?

budone · ‎03-27-2011

silver6055 wrote:

budone wrote:
I can see her statement making sens for 4G(LTE) service. But not 3G as it uses the same 3G towers and antennas as the rest of us, when not hitting an LTE tower. Makes me think a phone setting is incorrect. Maybe set to 4G service only. Go into SETTINGS>NETWORKS & WIRELESS and make sure Mobile Network is checkmarked.

Personally I would call tech support from another phone. Or do a master reset, if you have not added too much to the device.
BUt doesn't the thunderbolt require the SIM card even for 3G? So, if something was wrong with the SIM authentication system, this would make sense, service out for Thunderbolts but not for other phones.

I dont think so. But I could very well be wrong. I believe the SIM is strictly for 4G. Even if that was the reason, wouldn't ALL TB's be DOA?

pinggolf · ‎03-27-2011

Just got off the phone. Tech support is useless. Still no ETA on the fix. Their network team is "looking into it" and reconfirmed they are working to resolve the issue as quickly as possible. 16+ hours isn't exaclty quickly in my book.

silver6055 · ‎03-27-2011

budone wrote:

silver6055 wrote:

budone wrote:
I can see her statement making sens for 4G(LTE) service. But not 3G as it uses the same 3G towers and antennas as the rest of us, when not hitting an LTE tower. Makes me think a phone setting is incorrect. Maybe set to 4G service only. Go into SETTINGS>NETWORKS & WIRELESS and make sure Mobile Network is checkmarked.

Personally I would call tech support from another phone. Or do a master reset, if you have not added too much to the device.
BUt doesn't the thunderbolt require the SIM card even for 3G? So, if something was wrong with the SIM authentication system, this would make sense, service out for Thunderbolts but not for other phones.

I dont think so. But I could very well be wrong. I believe the SIM is strictly for 4G. Even if that was the reason, wouldn't ALL TB's be DOA?

No, 3G needs the SIM as well, check out, for example, this thread: http://community.vzw.com/t5/ThunderBolt-by-HTC/Htc-Thunderbolt-Sim-Card/td-p/447368

Since I am making up the explanation... it could be that "part" of a SIM authentication is down (e.g. some fraction of a distributed database) while the rest works. But, this is based on absolutely no knowledge of the real situation, just giving a possible explanation of how thunderbolts could be impacted while 3G phones are ok.