topic Re: Tarskavaig Mast needs APN Reset in Mobile Network discussions

Tarskavaig Mast needs APN Reset

glacierguy — Wed, 15 Nov 2023 19:25:02 GMT

Since the beginning of November 2023 the Tarskavaig mast on the Isle of Skye has been misconfigured. IPv4 is no longer working. This means that my 4G Router cannot connect using the default EE APN. I have tried calling EE customer support to no avail - they have no idea what I'm talking about.

The Tarskavaig mast needs an APN reset.

Please!

Thanks

Re: Tarskavaig Mast needs APN Reset

bristolian — Wed, 15 Nov 2023 20:29:47 GMT

Radio sites don't route data to specific APNs, they just provide coverage. Data routing is a core network function.

What are the symptoms you are having?

Re: Tarskavaig Mast needs APN Reset

glacierguy — Wed, 15 Nov 2023 21:15:35 GMT

Symptoms are no internet after more than a year with good internet. Two households affected. B535 log error WAN connection INTERNET_VOICE_R_UMTS1:IPv4 failed. Similar to issues in thread "IPv4 not working with default APN (dual stack)". Tarskavaig mast is the only one we can "see".

Re: Tarskavaig Mast needs APN Reset

bristolian — Wed, 15 Nov 2023 22:37:17 GMT

I'm intrigued by the reference to UMTS, given that site only carries 4G.

Do you have EE phones, and are they similarly affected?

I'm not surprised that you got the reaction from CS that you did, but loss of data traffic should be picked up by performance metrics.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Wed, 15 Nov 2023 23:06:28 GMT

Yes, have EE sims in iphones. With EE sim 1 in iphone, good 4G broadband. With EE sim 2 in Huawei 535 no internet connection at router, no signal strength leds illuminated (prior to problem, all illuminated). With EE sim 2 in phone, good 4G broadband. With EE sim 1 in router, nothing.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Sat, 18 Nov 2023 11:17:30 GMT

FYI I have just travelled to St Andrews with the 535-333 and original EE sim. Power on ..... good connection, good internet. In fact I am posting this using the connection. No changes to APN: everywhere/eesecure/secure/pap/ipv6 & ipv4.

There is something up with the Tarskavaig mast.

I recognise that no-one at EE will do anything about it.

Re: Tarskavaig Mast needs APN Reset

Chris_B — Sat, 18 Nov 2023 11:44:27 GMT

@glacierguy So the router doesn’t work with a sim that works in phone is that correct? If that’s the case have you tried just factory resetting the router ?

Re: Tarskavaig Mast needs APN Reset

bristolian — Sat, 18 Nov 2023 17:00:51 GMT

There may well be a config issue with that individual site, but to get EE support to investigate that - you'll need to take a particular approach. APNs are configured on the core network not individual radio access sites.

If your EE phone works in that site's coverage footprint well, then the majority of other users - notwithstanding this is a remote location with only 4G800 service - will likely have the same experience.

Reporting that your router is not working there, and going through the requested tests, could yet be the quickest way.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Sat, 18 Nov 2023 17:42:32 GMT

Thanks for reply. My two calls to customer service have both ended the same way. When they realise that I'm using a router not supplied by EE, my Huawei 535-333, they say the router is the problem and they're not responsible for sorting out a problem with a 3rd party router.

The irony there is that my first attempt at getting 4G in my remote area was to order the full EE router & sim, but that wouldn't work no matter how many levels of technical support I penetrated. It was only through persistence and trial and error that I got it to work with the Huawei.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Fri, 24 Nov 2023 17:31:53 GMT

I brought the 535-333 and original SIM to St Andrews, plugged it in, works perfectly with no alteration to the settings which now most definitely do not work on Isle of Skye (having worked for about 18 months prior).

The Tarskavaig mast is misconfigured.

Re: Tarskavaig Mast needs APN Reset

bristolian — Sat, 25 Nov 2023 11:26:24 GMT

Can you replicate this experience using an EE phone?

Re: Tarskavaig Mast needs APN Reset

glacierguy — Fri, 15 Dec 2023 17:24:47 GMT

I bought a ZTE MF286D router to see if that worked with Tarskavaig mast - it didn't. Although it reported that the EE network was "available", when attempting to register it reported "registration failed".

Today I spent another couple of hours on phone to EE tech support, Level 2. No help. Although they recognise something has changed on the EE side at the mast, they don't know what, and not enough people are affected to do anything about it (me and my neighbour). Given that the EE sim will work in an iPhone an get 4G internet, I suggested that it could be something to do with either voLTE or IMS software and a difference between implementations in phones and routers. Tech support agreed but could not offer any solutions. I asked "OK, what router will work on the Tarskavaig mast?" - "don't know" was the response.

What I need is a router which will mimic the way a voLTE phone joins a 800MHz (B20) LTE mast. Any ideas?

Re: Tarskavaig Mast needs APN Reset

bristolian — Fri, 15 Dec 2023 17:43:04 GMT

I admire your persistence. I suspect you just need to replicate this on an EE-supplied device.

Escalating a proven & replicable issue should not depend on how many users are affected, though this explanation doesn't surprise me. Using non-supported equipment is a common reason, it has a good basis but often misused.

Out of interest, do you have the same issue on other B20-only sites? The implementation of B20 shouldn't differ between sites, there may be some minor differences in RF parameters depending if B3 is co-located.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Fri, 15 Dec 2023 18:39:32 GMT

Ha ha, thanks!

Yes, the EE-supplied device question is interesting. When I first heard the Tarskavaig mast was built I ordered the EE mobile broadband package: EE-branded Huawei 535, and EE data sim. It didn't work, although an EE phone sim in an iPhone was connecting to 4G, so I persisted. I bought a TP Link Archer MR200 4G router. It didn't work. Finally, I bought a non-affiliated Huawei 535 and used an EE phone sim (not data sim) - that worked. And worked for 18 months until the current problem.

Today, whilst talking to tech support, the guy actually said "I know EE routers don't work on B20-only LTE masts". Stupidly, I didn't immediately ask "why not?"

So there we are. Pretty sure it's something to do with voLTE or IMS software.

Sorry, I haven't tried any other B20-only sites (or even know of any).

Re: Tarskavaig Mast needs APN Reset

bristolian — Fri, 15 Dec 2023 18:53:00 GMT

@glacierguy wrote:

Today, whilst talking to tech support, the guy actually said "I know EE routers don't work on B20-only LTE masts".

That's stretching a historical anomaly beyond current truth!

When 800Mhz was first enabled, it was authenticated based on VoLTE-capability. This was latterly altered so that data-only devices could connect. I don't use any EE routers on a daily basis so have no personal direct experience to comment further.

Edited to add: Most sites on Skye are B3/B20, but coverage a mile or so north of the Sligachan junction en-route to Portree is also B20-only.

Re: Tarskavaig Mast needs APN Reset

glacierguy — Sat, 16 Dec 2023 17:20:29 GMT

I was considering trying the TP Link MR6500v which supports voLTE

Re: Tarskavaig Mast needs APN Reset

littleun — Wed, 03 Jan 2024 18:43:37 GMT

Hi there - sorry to trouble you but we are based in Killilan, and it sounds like we have exactly the same problem as you (ie our router randomly stopped working in November 2023 having worked for almost 2 years before). It is not a router problem or SIM card problem but something to do with the EE 4G network - the tech discussions you've had on this thread are unfortunately beyond my technical understanding, but I was wondering if you have since had a useful response from EE/fix to this? Any advice would be appreciated.

Re: Tarskavaig Mast needs APN Reset

bristolian — Wed, 03 Jan 2024 19:03:21 GMT

@littleun wrote:

It is not a router problem or SIM card problem but something to do with the EE 4G network

What is your basis for saying this?

Re: Tarskavaig Mast needs APN Reset

littleun — Wed, 03 Jan 2024 19:26:53 GMT

We have conducted multiple tests on both the router and the SIM card in various locations and they work separately. We have had multiple discussions with various EE operatives on the phone for the last month to try and get the issue resolve but they have found issue perplexing and the last person we spoke to says this has something to do with the mast which is 800 MHz only.

Re: Tarskavaig Mast needs APN Reset

bristolian — Wed, 03 Jan 2024 20:50:01 GMT

I'm not surprised by CS finding the issue perplexing, but I would expect their escalation process to be followed, including a tech support ticket being raised if necessary.

That assumes you're using EE-supported equipment.