Topic: Data troubleshooting for PDA, Smartphone, and cell phones.

[drb]

Hoi Folks,

 With wireless data growing in popularity, what with high speed data rates over many networks worldwide, and the variety of applications, would there be any here who would like to have a thread to exchange helpful info.

 The reason I ask is that I support some wireless data devices as my job, and that it comes to me, in the course of doing my job that these devices can be frustrating at times. Knowing which service provider needs to be contacted when something goes wrong, how to contact them, how to navigate the new fangled IVR, which department to speak to, and yes our most memorable calls to support, the  agent how doesn't know what they are doing and nor do they care, knowing when to ask to speak to someone else and who to ask for could save time and a great deal of grief.

 The good news is that in many cases the end user can do things to help correct the issue, if not resolve it. By means of the device features, web resources, and fundamental understanding of the technology there is much that can be done by you before you dial for help.

 I have a PDA, its funny as there is a post somewhere in here where I say "death before getting a cell phone." Alas, times have changed. True; being able to use a compass, and read a map, light a fire without something Punisher, Lord Of Bacon, would have at his disposal in the wet woods, or frozen woods, being able to tie a hitch, stopper knot, or secure loop in the bight or end of a rope,
(I do not use weapons, at all, but, knowing how not to kill yourself, is very useful I reckon) knowing how to use a firearm, how to use a knife, knowing to check the depth below the surface before diving into water. The last examples may seem a bit excessive, but I have seen cell phone bills that are out of this world, I have talked to people who did not secure their device and the worst stuff happened. People who could not borrow a single penny due to mis-info from support re: shipping instructions, for over two years. It really held up his buying a house, using his credit cards, you know the little things.
  That last one was a call I took, it just so happened my supervisor took special interest and we assembled the entire paper trail, it took other folks as well of course, had the credit agency notified, within two weeks.  His good habits of record keeping allowed me to kick things into gear. (Ship one cell phone in the one box it came in, keep copies of everything, serial numbers, PIN numbers, order numbers, tracking numbers, names of agents, dates of calls or store locations and again names, do not expect to talk to that person again but the company can act faster and more effectively if you keep records as well.) Read the contract, it is your money, and credit rating at stake.

 Other things, like do you think of running your home based LAN from your hand held Wi-Fi connection, or configuring VPN settings through your wireless providers knowledge base? IT admin who will not reply to emails or VM? Actually, you are on your own there. Has anyone here tethered? Used an aircard? Vista got you down? Unable to synch? Personal email not pushing? Work email not wirelessly synching calender? Bluetooth? New device install causes formating C?

  Myself, I want to play SCF OP in my kayak, or tent, in any conditions, even if it is academic.

Take care

drb

 

[Dash Jones]

Well, if you are offering free advice...

I travel all over the world...my problem is that I'm still looking for a world wide provider that actually is everywhere in the world.  American Companies don't seem to work in the Middle East or Africa, and parts of Asia where I go occasionally, which makes them nogo on that, and many Asian companies won't cover portions of South America, or Africa either, whilst European companies seem to stick to the western civ nations overall.

When travelling and doing business is there a world wide phone service that will actually be able to have me use it and have connectivity whereever I am, short of getting a satellite phone?

So If I'm in the middle of the Saudi Desert in a caravan travelling to a site, or on the tip of the Arabian Peninsula (Cellular, Verizon. any of those major American Cells...NONE of those are there...so screw the Can you hear me now guy...he doesn't reach there, can't be heard there), or in South Africa, or Heading into the wilds of Western Brazil, or going into the northern areas of India...all those I need contact...is there a universal service that covers most of the world?

[drb]

Hoi Dash Jones,


 Am I giving free advice? Well yes, when I am able. I do have to abide by the rules though, I will not help anyone "steal" data connections, nor will I leave the realm of general support. I will help find an answer. I may be well versed in the technology, but there is much more to learn, which I am actually looking forward to; besides, I want to do cool stuff with my device; GSM/EDGE Blackberry 8100g (it became a "g" after I unlocked it), such as, learn how to run a Blackberry Enterprise Server (BES) so I can give my daughter a blackberry while having admin. control of the device. Fear not, I am not a Blackberry freak, anymore than I am a fan of any other make or model of device, each has its pros and cons, besides I won my device, I would work with any PDA I am given, hehe. A buddy at work, however, claims to have discovered the "everything" data device, more on that later as I am still looking into it.

Back to your issue.
 The most commonly used technology worldwide at the moment is GSM (SIM card), though CDMA (no SIM) is still going strong, and I reckon TDMA lingers, as still, in remote areas they remain the only towers; that technology was around long enough, and popular enough for some large networks to be constructed, but is very limited when it comes to data.  As well there are many devices with  Wi-Fi adaptors should you be in a poor signal or no signal area. Now, by in the middle of a desert, you actually mean in the middle of the desert/ocean, or just about anywhere in Africa (copper will not stay in the ground, and towers do not stay standing) satellite link is the only option, but then there is hope for a Wi-Fi hot spot. 
 
 Not knowing your device, I selected a quad band GSM/EDGE type device to go on, located a support page for international carrier information, select travel guide, then select your device, or one you are interested in, the countries you will be in, and you will be provided with technology type, frequency, coverage maps, and available services, data, voice mail, etc... of the carriers in that part of the world, do not forget we can configure a tethered dial-up connection, if needs be, with many of the devices out there on many laptops.

http://www.wireless.att.com/learn/international/?_requestid=59419

 Note that you will need a data feature that allows international data, check with your service provider for cost and contract requirement and if tethering is allowed, if that is what you are doing, remember you are signing new service agreement with other carriers, you may not have an unlimited data feature option so be sure you know the limits and what it will cost to go over the limits. In the case of international voice features, and maybe some data ones as well, you may be able to remove the feature as soon as you no longer need it, just make shore it is active when the billing is calculated, then remove it.

If you travel and there are unsecured hot spots everywhere you want to connect, fine, forget the data feature on your cell phone account. We can check the settings on your device make shore it is ready to connect with Wi-Fi. I would need to know what specific device you are using and specific destinations, as in many countries there is regional coverage and each carrier may not have all the services others have i.e. some cell carriers and isp have hot spots set up and provide maps. Many hot spots are come-by-chance. As well it is difficult to stay connected with Wi-Fi if you are moving, train, bus, etc... so if that is a consideration, ...

 I can go on here, but it would really help know what your device is, cell phone, air card, built-in laptop adaptor, or at least the technology type, CDMA, GSM, GAIT, with Wi-Fi, or without.


Take care

drb

[Dash Jones]

Thanks, not tech savvy enough with phones to understand all of that, but what it is, I am not in areas where there is no phone service, as the natives in those areas normally also have cellphones they use, it's just my service doesn't reach those areas (Neither does AT&T for that matter).  They use a service (well many do) that is particular to that area, but doesn't reach other places.  My cell phone won't even work there, even though theres does, my service doesn't cover that area, even roaming.

On the otherhand, the service they use won't extend to some portions of Europe, no where in the US sometimes, and not in S.A. either. 

I'm just trying to figure out if there are any real worldwide networks that will have coverage anywhere anyplace if there is cellphone connectivity.

Sorry for my ignorance in cellphone tech, as I said, I'm actually pretty ignorant on that, so I'm didn't quite understand half of what you said on the different types (CDMA? and others).

[drb]

Hoi Dash Jones,

 Well then we had better start at the beginning. What is your device and who is your carrier? If you want your device to work on other networks, then you need to be provisioned on other networks, typically this is done by adding an international data/voice feature to your account. Or you get a new device and new service everywhere you go. All the while your device must be actually able to work on the network(s) available. Yes, someday we will all be issued "comm badges" at birth... well we are not there yet.
 What are you working with, what do you want to do, and where are you starting and where are you going? I can not help you with out the type of cell phone you have and the name of the company that charges you for your cell phone service. If you believe this information to too personal that is fine, but in order to help you, your questions have to become more specific, or you have to answer my questions.


Take care

drb

[Dash Jones]

We've tried Verizon and AT&T along with Sprint and Cingular.  In truth though, just about every western business Cellphone has been used by people that I travel with, the problem lies in when we go to areas as listed above by me.

For example, AT&T lists some of the nations, but they fail to tell you that it will only work in certain portions of that nation.  At that point, we are left to borrow a clients cell phone since that uses a service there that works, but apparantly nothing that we have outside of that nation will seem to connect via it's towers.  I have NO idea why and am at a total loss.

We have heard that there are two services that can use their towers that we can get over there in their nations, no idea if that same service would work from US or UK back to them too.  One of them supposedly all it requires is to swap out the chip of our current phone, with theirs...oh, and also pay a LOT more money for the service (not as much as satellite, but getting up there).

Basically, have cellphone service anywhere in the world that cellphone service is available.  None of, my client's cellphone service works where we are at, but mine doesn't.  Even better, would be wireless email anywhere in the world. 
It has to cost less than satellite however, we already have that option, and it's more money than I'm willing to spend overall.

[drb]

Hoi Dash Jones,

   I get it, you cannot get your phone to work everywhere you want to use it. Oh, right, I need to know what model of cell phone you use, and who is your cell phone service provider in your home area, so that I can start helping you.
 

Take care

drb

[Javora]

For example, AT&T lists some of the nations, but they fail to tell you that it will only work in certain portions of that nation.  At that point, we are left to borrow a clients cell phone since that uses a service there that works, but apparantly nothing that we have outside of that nation will seem to connect via it's towers.  I have NO idea why and am at a total loss.

Can you find a disposable phone in the country you are in or are they not available there?  Seems like that would be better than asking a client to use their phone.

[Dash Jones]

Right now it's a Nokia, but I don't have it on me right now, though I don't know if I'd give out my area from where I live, I travel a lot though so I suppose my area overall would be...US/Europe?  Service that I have on me when I use one for the US used to be Cingular, but now is AT&T.  However, this would be a question for anyone that works with me so an entire range of services and phones.

Diisposable phones?  Are you talking about the prepaid phone minutes for Cellphones.  Already have used those.  IF it's something else hadn't heard about those.

Had thought about buying into one of the phone services provided in one of the countries, but the problem is that I don't spend long enough in any one of those nations to really warrant buying their phone service if it doesn't cover a LOT of other area.  It would get us service in that particular nation at any location their cellphones would work, but if it doesn't work on other continents it's of no use.  Found out that many who claim being able to be used anywhere in the world, actually are lying through their teeth and only are used in one city or a set location in a city in that nation, and overall service can't be gotten, but another service works there instead.

Don't know why my make and model of phone would pertain to this, as I'd be willing to get another phone if I can find the service that would work.  It's bound to be cheaper than the current solution (sat phones, which cost a bundle to call, and hence can't talk as long as I'd like in order to save costs).

[drb]

Hoi Dash Jones,

As posted above if that info is too personal for you to want to post that is fine. I think every carrier in the world supports one model of Nokia or another, so you have not given away anything there, and it does help, another bit of info that would not really single out your location would be if the cell phone has a SIM card in it or not. If you do not have the device with you but know what it looks like you can go to:

 http://www.nokia.com/

 select your region, then "find product" choose your phone from the list, click on the technical specifications link, then expand the "service" item in the list. You will see what type or types of networks that model of phone can work on. If it can only work on one type of service, please relate that to me via this thread or via pm. If that model was made for more than one type of service then call your cell phone company and ask them which one they use, any one you talk to will be able to answer that question, then again relate that info somehow so we can move on.


I should make this clear now.

 I do not want to collect any data that would allow me or anyone else access to personal info. I will not ask for a cell #, account #, address, nothing. If personal information (PI) is posted I will alert the poster via pm as soon as I see it. If someone pm's me PI I will delete it without making any copies of the information, I do not want it. Now for the most part I have noticed that many of the members of this community have little or no issue with being known at least what country they live in, but again if you want to keep that to yourself, fine by me, but just like we need device and OS info when troubleshooting a network card in a computer, we need device and "OS" info for your cell phone, without it we will not be able to do much here other than suggest you call your cell phone provider, and they might help by telling you where you might be able to find some of the information you want, but if you do not know what you are doing, or what to ask for, I can assure it will be a frustrating experience.

Take care

drb

[Dash Jones]

http://www.nokia.ie/link?cid=PLAIN_TEXT_119725

And can't get pictures or flash to work without Java there...but I'm thinking this is the other one...at least it looks like it.

http://www.nokia.ie/link?cid=EDITORIAL_21608

but it's not just my phone, it's a whole slew of people that I have worked with who also have to go sat in other nations or get that nations cell.  If they are in that nation a LOT then they tend to just go ahead and get that nation's specific cell provider and then have access all over that nation.  I'm looking for a worldwide provider with any phone that they might utilize that has access to ALL of these networks.

[Dracho]

I use a Verizon usb modem for my home internet access, since I live in BFE Oklahoma. I had Hughes 2-way satellite, but the Internet latency was enough to make you scream.

I really have no problems with it.  It's about 1/2 the speed of DSL, I just can't play games because they get all bitchy if I downlod gigs each month.

At work I have a Palm Treo er.. 760 I think.  I tether it to my laptop when I travel and it usually works fine.  Sometimes it takes 2 tries to get on Verizon's network, but I suspect it has to #777 to get the broadband started then find the network on the 2nd try.

Occassionally, DNS seems to stop working, but disconnecting and reconnecting makes it work fine.  Mostly, I only use it when I want to VPN into the corporate network for a file or something, since it downloads my email wirelessly.


Dash,  AT&T is going GSM on their 4th gen wireless, so your European phone will probably start working on their network.

[drb]

Hoi Folks,

Didn't forget about you just tied up.

  OK Dash Jones, I am not aware of a "global" cell service provider, nor will we create one here, I understand that you think there should be one, there ought to be one, but there is not one, not yet. In the meantime the solutions are, go sat, buy a device everywhere you go, you will get voice on that network, anything else would be bonus, some may offer some type of data service, which would no doubt be hackable to get a full data service, upto the limits of the device, might be the way to go, but this thread will not be able to provide any help with hacking a data connection, and the last option would be to study the carriers in the areas you are going, the list provided in the AT&T link posted above does give info for the national and regional carriers of GSM type service, now that N75 is a tri-band* GSM device as well as WCDMA, (I will try to find a good international carrier list ASAP) maybe not all for everyone, but at least region and company name is provided, in many cases coverage maps are provided. You must interact with your home area provider, for info re: international voice features Customer Care, or Tier 1 support agents, your carrier may have an international customer care dept. ask tier 1 if such a department exists and if they are for provisioning, cust support or both. If they have an international support dept. get a toll free phone # you can call while abroad, and see if they have a free number for dialing from your cell.

  When calling for troubleshooting it is very important to call from a land line phone, if possible, but at least another phone, or be near a phone the support rep can call. Ensure you have at least 40% battery power, full would be best, on any device involved, laptop, cell, pda, aircard, etc... Have something to write with, if you get a rep that knows what they are doing, note what they are telling you; you should record all interactions with any service provider, who you were talking to, when, and what was it about, what was done, if call was interupted and you have to pick up again at another time. Yes, it does sond like a great deal of work, and it is, but if being able to connect is important then with cell phone technology this is what has to be done.

  I do not need to know your results but post what you have done wrt gathering info about your current service, what you need to add, and support contact info, for the support departments you require prior to departure, during your travels, and when you return to your home area. If your carrier does not have the international support you require, you will have the knowledge needed to find another service provider.


* Hoi Draco,

sorry I am tacking my reply on this post but it is related. Currently AT&T's GSM network, the former Cingular network runs 850 MHz. (The Nokia Dash Jones linked to first covered everything but it would seem.) This network is a 3G GPRS/EDGE/UMTS/HSDPA network. I am unable to confirm at this time any specs of a 4G network. I remember the Samsung 4G device announcement, but have not heard anything WRT 4G network support.

 VPN networking tethering a Treo 760 eh? hehe cool. I have helped set up a few but most of my VPN calls start and end with, can you send the security certificates my device keeps asking for everytime I....

 I went to the Verizon site but could not load the support pages, found the Treo 700 in the catalogue, and on the http://www.palm.com/us/support/ site. What OS does it run WM5 or WM6?

I see it is EV-DO. This is what I have on network speeds:

 Circuit Switched Data (CSD) found in Timed Digital Multiple AccessTDMA and early GSM networks
TDMA/GSM
9.6/14.4 kbs

Global Packet Radio Service (GPRS) Packet switched
GSM
30-40 kbs

EDGE An extension of GPRS, (iPhone, and Blackberry are the most well known EDGE devices)
GPRS/EDGE
60-170 kbsec

Universal Mobile Telecommunications System (UMTS) Start of 3G tech for GSM.

220-320 kbs

HighSpeed Downlink Packet Access (HSDPA)

400-700 kb


Coded Digital Multiple Access, I would have to check that, (CDMA)

56-135 kbs

CDMA EVDO

300-500 kbs


 I think, my direction in this thread will change to providing support links and such in the stead of trying to address specific issues, too time consuming without network tools, and a complete starters guide to the technology. As well, just knowing when a patch or where a new product is available from the manufacture, can save a great deal of grief. As folks post I will try to find useful links, and if anything sounds like something I have encountered before I will pass on what info I can.

 It may take a few calls to your carrier's support before you encounter a willing and experienced agent, be ready when you get them, that could be my best advice.

Take care

drb

[Dracho]

oops.. Treo 700wx I think.. It doesn't have the model on the unit.. which is.. odd..