topic Re: Pawfit tracker in Archived Posts

Pawfit tracker

TrevorH1 — Sun, 22 Aug 2021 15:17:16 GMT

We have a new Pawfit tracker that works in nearby villages but as soon as we come into our village it looses its signal even though we have a new 4g sitein the village. It also has 2g on the site. Phone coverage is strong but Pawfit won't pick up the signal. Any ideas why?@pawfit

Re: Pawfit tracker

Christopher_G — Mon, 23 Aug 2021 06:59:03 GMT

Hi @TrevorH1

Welcome to the community.

Do you have an EE mobile phone that gets good signal in your village?

Are you able to test the SIM card in an EE phone?

Chris

Re: Pawfit tracker

TrevorH1 — Mon, 23 Aug 2021 08:11:59 GMT

Hi! Yes we have a very good signal. We have a new upgraded 4g mast within site about quarter of a mile with a clear line of site (it also still has 2g). Unfortunately the SIM in the Pawfit2 is not removable but it definitely works as soon as we get to the coverage of the next mast about 3 miles away. We know there have been issues with the new 4g mast with a number of neighbours unable to hear callers even though callers can hear them. Could it be a 3rd party connection/configuration problem with the site?

Re: Pawfit tracker

Christopher_G — Mon, 23 Aug 2021 08:38:49 GMT

Are there any maintenance works listed on our network status checker, @TrevorH1?

Chris

Re: Pawfit tracker

TrevorH1 — Mon, 23 Aug 2021 09:39:27 GMT

No maintenance work listed.

Re: Pawfit tracker

TrevorH1 — Mon, 23 Aug 2021 09:44:50 GMT

It also says excellent 2g 3g and 4g coverage on the checker. Pawfit2 works on 2g.

Re: Pawfit tracker

Christopher_G — Mon, 23 Aug 2021 10:00:32 GMT

It may be worth having a chat with our technical support team to see if there's anything they can do to help, @TrevorH1

Let us know how you get on.

Chris

Re: Pawfit tracker

TrevorH1 — Wed, 25 Aug 2021 16:17:59 GMT

Unfortunately your technical support gave no help whatsoever. Insisted the nearby mast was all working fine and only 2g. Its a new 4g site. Would not help as its a 3rd party device. Could not seem to accept rhat it works fine on the next ee site 3 miles away and all other sites around but still must be a fault with the tracker not the one site it won't work on. As an ex Hutchison/ Orange/ EE technical employee it seems quite clear there is a configuration problem on my local site that won't register 3rd party sims. It would help if they actually sent an engineer to site to properly test using 3rd party sims rather than relying on IT diagnostics. I am not the only person in my village having connection issues with this site. Mine is a third party tracker. Others have Tesco phones that will not connect or can receive calls but can't hear the person. EE Non tech support looking at a screen saying its fine. Really poor support.

Re: Pawfit tracker

Leanne_T — Wed, 25 Aug 2021 17:53:58 GMT

Hi @TrevorH1

Thanks for coming back to us.

Have you tried reporting the signal problem on the EE Coverage & Network Status Checker?

The report will be sent to our network team who will get this investigated.

Thanks.

Leanne.

Re: Pawfit tracker

TrevorH1 — Wed, 25 Aug 2021 19:58:12 GMT

Yes. Came back to say no faults found at that site. Definitely not sent anyone to site as they would have to go past my house. As I said to Tech Support a lot of neighbours have reported problems with this site but they won't send anyone out because their remote diagnostics say there are no faults. It was updated to 4g in June and caused all sorts of issues requiring phones to change mobile data to VoLTE. The tech support I spoke to insisted it wasn't a 4g site and had a strong 2g signal. When I check network coverage on my phone it says I have both 4g and 2g coverage. But my tracker won't connect and ee are not interested.

Re: Pawfit tracker

Christopher_G — Thu, 26 Aug 2021 09:47:31 GMT

OK thanks, @TrevorH1

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris