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Re: iPhone and EDGE Network Problems
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annoyingchurchl…
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Posts: 16
Registered: 12-03-2007

annoyingchurchlady

Message 71 of 177

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OK...
Just hung up with AT&T. After conferencing in Apple Tech AT&T acknowledged that this appears to be an AT&T issue. They had tier 2 tech support call me back to take the case notes for escalation. Tier 2 told me that this is a known issue and issued me a case number and an estimated resolution time of 3 days, but maybe a week.

Tier one's first response seems to be to try to push it back to Apple. DO NOT LET THEM. Tell them that this is an AT&T DNS issue, and stay on them until they open a ticket.
12-03-2007 12:38:20 PM
Re: iPhone and EDGE Network Problems
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hatoncat
Wireless Student
Posts: 565
Registered: 01-05-2003

hatoncat


My Device: Apple iPhone 3G

Message 72 of 177

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Repost from last page, making it easier for people to find... we still need everyone to call!

Okay folks, now you can help fix this!

First, here's a summary of the issue: Coverage at PhoneNews.com

Affected customers must call 1-877-419-4500 right now and inform the support representatives that this is an AT&T DNS server failure affecting your iPhone on GoPhone service. Unfortunately, our (PhoneNews.com) attempts to directly reach the AT&T Wireless NOC have failed, and we need your help to convince them that there is indeed an issue.

Also, do not let them re-direct you to Apple. Make them file a trouble ticket as this is clearly a network issue.
12-03-2007 01:10:39 PM
Re: iPhone and EDGE Network Problems
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skinutca
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Posts: 2
Registered: 12-02-2007

skinutca

Message 73 of 177

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Also just off the phone with AT&T. The 1st rep sent me to apple who I had get me back to AT&T. The 2nd AT&T rep was very polite and while he had not heard of the issue did assure me he would help, and he was right. He got his next tier of tech folks on and that rep said right away they are having trouble with a DNS server. He said they have a master ticket open and added my. Number to it.

He told me the ETR was Dec. 6.

While that is a long time to bring up a critical service as DNS, at lease they ack the problem and are working on it.
12-03-2007 01:46:03 PM
Re: iPhone and EDGE Network Problems
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hatoncat
Wireless Student
Posts: 565
Registered: 01-05-2003

hatoncat


My Device: Apple iPhone 3G

Message 74 of 177

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My ETR was December 7. However, keep in mind, the ETR is just a date based on the number of tickets ahead of you in your area.

Keep calling if you want this to get fixed faster... the more people that call, the more tickets, the higher the priority the issue gets.
12-03-2007 02:55:28 PM
Re: iPhone and EDGE Network Problems
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danny425
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Posts: 16
Registered: 07-28-2007

danny425


My Device: Apple iPhone

Message 75 of 177

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In Maple Valley in WA state and have been without edge since 11/20/2007 why can't they just relize there is a problem and actually ifx it instead of thinking they have no problems?
12-03-2007 05:16:12 PM
Re: iPhone and EDGE Network Problems
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jrc77
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Posts: 1
Registered: 12-03-2007

jrc77

Message 76 of 177

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Thanks for the info, hatoncat and others.

I'm having this problem in the SF Bay Area. EDGE works if you use IP addresses but not domain names, so it definitely seems like a network DNS problem. I haven't been able to use EDGE since Saturday (it worked once on Sunday but that was probably cached from WiFi usage). I called AT&T and they sent me to Apple, so I called back and the second lady said there was no known network problem but that technical support was closed (7a-9p EST, I think). I'll try back tomorrow.

/John
12-03-2007 07:42:31 PM
Re: iPhone and EDGE Network Problems   [ Edited ]
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WebDunce
Contributor
Posts: 76
Registered: 11-28-2007

WebDunce


My Device: Motorola c168i

Message 77 of 177

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Well, the fact that IP addresses are accessible when hostnames are not...that is the key to me...I would be careful to mention that to any rep you call...makes it sound more like a network issue rather than a device issue.


Message Edited by WebDunce on 12-04-2007 06:06:57 AM
12-03-2007 10:05:24 PM
Re: iPhone and EDGE Network Problems   [ Edited ]
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WebDunce
Contributor
Posts: 76
Registered: 11-28-2007

WebDunce


My Device: Motorola c168i

Message 78 of 177

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skinutca wrote:
Also just off the phone with AT&T. The 1st rep sent me to apple who I had get me back to AT&T. The 2nd AT&T rep was very polite and while he had not heard of the issue did assure me he would help, and he was right. He got his next tier of tech folks on and that rep said right away they are having trouble with a DNS server. He said they have a master ticket open and added my. Number to it.

He told me the ETR was Dec. 6.

While that is a long time to bring up a critical service as DNS, at lease they ack the problem and are working on it.

Wow, a master ticket...that sounds very hopeful...keep your fingers crossed guys.


Message Edited by WebDunce on 12-04-2007 06:05:13 AM
12-03-2007 10:10:23 PM
Re: iPhone and EDGE Network Problems   [ Edited ]
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WebDunce
Contributor
Posts: 76
Registered: 11-28-2007

WebDunce


My Device: Motorola c168i

Message 79 of 177

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hatoncat wrote:
My ETR was December 7. However, keep in mind, the ETR is just a date based on the number of tickets ahead of you in your area.

Keep calling if you want this to get fixed faster... the more people that call, the more tickets, the higher the priority the issue gets.
i recommend NOT calling again if you already have a case number...not until your case's ETR date has passed (of course, I mean about this issue...feel free to call about other issues)...as csr will probably just tell you that you already have a case open on your account (and that makes sense to me).

Also, once the issue becomes a "known" issue, i don't think the reps are even allowed to open cases at that point.


Message Edited by WebDunce on 12-03-2007 10:31:24 PM

Message Edited by WebDunce on 12-04-2007 06:04:13 AM
12-03-2007 10:18:05 PM
Re: iPhone and EDGE Network Problems   [ Edited ]
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TheSophist
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Posts: 5
Registered: 12-04-2007

TheSophist

Message 80 of 177

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On phone with AT&T, and he is telling me that my current location is NOT edge capable!! HAHA! I work for Apple in Reno and our store has an edge connection in our break room for the floor models! When I told him this, he almost s*it himself, HAHAHAHA! I have told him three times to just open the friggin' ticket, but he says that he "will make that decision." Why can he not realize that I know more about the issue than him and just become my pawn?! It seems to me that there are some amazing techs on this board. If you could just duplicate yourself and purge AT&T of all yahoos like this guy, you might actually see a piece of T-Mobile's JD Power award!

UPDATE: He finally agreed that his maps were outdated and opened case #CM20071203_1737587 for me to resolve this issue. However, he was not able to give me an ETR. Does anyone know if it is still 12/06 [EDIT: 12/7]? Thanks!

Message Edited by TheSophist on 12-04-2007 02:51:13 AM

Message Edited by TheSophist on 12-04-2007 02:52:42 AM
12-04-2007 02:45:42 AM
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