Tarskavaig Mast needs APN Reset

[glacierguy]

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

[bristolian]

Can you replicate this experience using an EE phone?

[glacierguy]

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?

[bristolian]

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.

[glacierguy]

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).

[bristolian]

---

@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.

[glacierguy]

I was considering trying the TP Link MR6500v which supports voLTE

[littleun]

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.

[bristolian]

---

@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?

[littleun]

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.

[bristolian]

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.