piperoni

    HI y'all

     

    For the past few days I can't connect to data at all and get pop-up saying "PDP authentication failure" On my iPhone4.

    I can still call and do sms.

    I have North America plan and in Canada for couple of days. I come here quite often and there was no issue before until few days ago.

    Ive done couple of thing trying to fix this including

    -Switch on/off

    -Sim in/out

    -Update to latest OS

    -Restore iPhone

    -Hard reboot

    -Switch roaming carrier

    -Check APN

     

    I put my SIM card to other iphone and still getting PDP error so it's not a devise problem.

    Called customer support but no solutions what's so ever. My account is in good shape.

     

    One thing that comes to back of my mind is, I receive SMS from T-mobile saying they have implemented some extra fee

    for Prepaid customer.... blah blah,,, and since I'm on monthly plan (I was with prepaid plan before) I thought it's weird and eraced the text.

    So it could be technical glitch on account problem?

     

    please help.

     

      All replies

      • tmo_mike_c

        Re: PDP authentication failure

        Thanks for posting piperoni!

         

        Gotta hand it to you, you've covered a lot of the bases needed to fix this yourself. Sorry calling hasn't fixed this but have you given our T-Force team a try? You can reach them on our Contact Us page using social media. A trouble ticket may be needed now if this issue still continues and they can help file that for you.

          • piperoni

            Re: PDP authentication failure

            Thanks Mike!

            I contacted through Facebook, but all I got is contact 1-877-778-2107number

            which I have done like 10 times. Every time I call, I have to start from the beginning, and they offer same troubleshoot, give me ticket and never call me back again. I call them, and they tell me ticket is closed telling me nothing is wrong. I need somebody to look into deeper root for this problem.

              • tmo_mike_c

                Re: PDP authentication failure

                I agree that this needs to be looked into deeper. I'm curious, did T-Force give you any additional instructions after they told you to call in? Tech Support does have a way to reopen the most recent ticket depending on how long it's been closed.

                 

                Normally if it a ticket comes back with no trouble found, it usually means it's something with the phone. I know you tried using another phone, but in order for that to show on the network side, you'll need to make a call on the second phone first. What you have to do is put the sim in another phone, make a call first so it shows on our end, then try using the data service. If it still doesn't work, we can reopen the ticket and engineers will be able to see that the data isn't working when you tried using another phone.

                 

                We can also have Tech Support reference the previous tickets after a new one is filed so engineers know you've been dealing with this for a while. We don't have the tools on the forum to escalate a ticket but Tech Support and T-Force do. If you'd like to give T-Force another shot, you should link them to this thread so they're aware that you've tried contacting them before and the data still isn't working.

                  • piperoni

                    Re: PDP authentication failure

                    Hi Mike, thanks for the advise and sorry that reply was kinda late,, I didn't get notification here..

                    I swapped the sim with other phone, called once, and tried to use data as you mentioned.

                    See if engineer can figure out something new knowing it's not the phone issue.

                    I wish this was just a phone issue then I can buy new phone, but seems it's not the case.

                    I have no data since November whenever I'm in Canada. Whenever I'm in US nothing wrong with it.

                    I'm guessing there's a glitch in my account that it is still associated with previous pay as you go account.

                      • tmo_mike_c

                        Re: PDP authentication failure

                        Hello, and thanks for the update. I appreciate you testing your sim in another phone. If the data's not working in Canada only, then this would be something network engineers would look into. Are you still working with T-Force to file a trouble ticket? If so, did you mention that the data troubles are while you're in Canada and it's happening on another phone too?

                          • piperoni

                            Re: PDP authentication failure

                            Thanks Mike,

                            In Canada now and data is not working again. I have no problem with 3G in US, only in Canada it's not working.

                            I haven't had a chance to go Mexico this year yet so I don't know if it works there. Anyways I call tech and it's always a same thing, I have to explain everything all over, have to do reboot and on and off  stuff that I've already done million times. I told them I switched phone, it's only happening in Canada and always end up they gonna check and call back, which they never did and I call them back just to know they closed the case without solving anything.

                             

                            I used to have pay as you go account, and I'm suspecting somehow my subscription is still bugged by that old configuration. Because I get text message like "Welcome to Canada Text $0.50 each and Talk $1.79...." which is kinda weird since I have don't need to pay extra with my North America Plan.

                             

                            Is it possible for you to look in to my account? Because you seem to know more and you already know the situation.

                            I'm bit tired of calling call center and do same stuff over and over again without ever been fixed...

                             

                            Thanks

                              • tmo_mike_c

                                Re: PDP authentication failure

                                Wow, is it still giving you the same error message? I'm not able to get to your account but I did check and we haven't been getting any official news about data not working there. I know we last left off with a Trouble Ticket that was filed for you. Instead of calling, are you able to run this by T-Force to track down that ticket?