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LTE not available on LTE enabled network in Belgium (Belgacom)

56003 Views 524 Replies Latest reply: Apr 14, 2014 10:14 AM by Dr Leiter RSS Branched to a new discussion.
  • GeertCu Level 1 Level 1 (0 points)

    I can't stress enough that the only way this will be fixed, is when there are enough tickets about the same subject at Apple Support. 

     

    The cases at Apple support are not enough, your problem must be _escalated_ through the Senior Advisor.

     

    If you run into a helpdesk engineer that doesn't want to transfer you to his Senior Advisor, gently say goodbuy and hang up, and call again until you get another engineer.

     

    Those escalations are the _only_ way to have Apple themselves look at the issue.

     

    And of course, create as much buzz about it on all media, write e-mails to tech-sites, talk about it on Twitter, whatever...

  • XofM Level 1 Level 1 (10 points)

    I did so. The first person automatically transferred me to the Senior Advisor after a few minutes.

     

    The senior advisor told me that he already got a few calls with the same problem yesterday and today.

     

    He would ring me back at 12 o'clock to inform me about a solution.

  • kd_belgium Level 1 Level 1 (0 points)

    The solution is simple. They need to create a carrier bundle for Proximus that enables the LTE switch OR update  the universal carrier bundle to support the LTE switch.

     

    The question is: Is Apple willing to do that?

  • XofM Level 1 Level 1 (10 points)

    The senior advisor just called me back.

     

    This is what he told me.

    He investigated it and told me that the problem is at the side of Apple.

    Proximus has delivered a carrier update to Apple. Apple needs to check this carrier-update before introducing it.

     

    BUT: He couldn't give me a date when the update would be released yet.

     

    He said that it would probably be introduced in the 6.0.2 iOS version or 6.1 version.

     

    He also told me that the speed at which Apple introduces this update depends on the number of calls they get for this problem.

     

    This problem has gotten an Issue-number. If a lot of people call for this problem it will get more attention from Apple and it will get a higher priority to get solved.

  • GeertCu Level 1 Level 1 (0 points)

    Thank you for your feedback, it is exactly what I was saying...

     

    I cannot stress enough that _everyone_ needs to call Apple Support and tell them about this issue.  Have your ticket escalated by the senior advisor, so it can be added to the same issue...

  • ZorbaR Calculating status...

    I just got a call back and the engineer first said this is the first time he heard of this problem. I asked to get escelated to a Senior Advisor and then he put me on hold saying he'd contact the SA himself.

     

    Reply then was they don't know when an update will be released and even so, if the new carrier update will be included.

     

    Let's hope 6.0.2 will be released soon.

  • laurens-antwerp Level 1 Level 1 (0 points)

    I also just called Apple Support and I asked to connect me to the supervisor, and they did it immediately. I explained him the problem and he said that his colleagues alreay recieved reports about this problem, but he did immediately make a ticket for Apple.

  • XofM Level 1 Level 1 (10 points)

    @ZorbaR

     

    Are you french speaking or dutch speaking ?

     

    My callcenter was in the Netherlands I think. If you are French speaking you are maybe connected to a call center in France which may explain why they never heard of the problem before ?

     

    Anyway, like GeertCU told, please everyone call the Apple Support to report this problem.

  • ZorbaR Level 1 Level 1 (0 points)

    Dutch speaking, I called twice. The second time the egineer just got an email saying 'LTE is not available in Belgium/The Netherlands, so tell the customers that'. Then he told me to check with my provider and blablabla.

    I asked to get escalated but also he called the SA himself ...

     

    Don't know what I'm doing wrong but they all refuse to connect me to a SA, and just wait for an update.

  • laurens-antwerp Level 1 Level 1 (0 points)

    I first explained to problem to a person at the helpdesk. When he said he doesn't know how to solve the problem, I just asked if he could pass the "verantwoordelijke" through, and he did. Maybe try one more time, you will probably be passed through this time.

  • krissilon Calculating status...

    Hi,

     

    Followed the procedure and spoke to a Senior Advisor.  He confirmed that carrier update 13.1 has been approved and apparantly some users already have that update and can use the 4G LTE.  He suggested to connect to iTunes daily untill the carrier update comes through, this might take a week or more.

    If all of us call apple support with the same questions they might pay more attention in order to have the carrier update out for everyone asap.

  • nick-1989 Level 1 Level 1 (5 points)

    Listen carefully KiltedTim, because you seem to be a little brainwashed by companies like Apple:

     

    LTE is a network standard, just like GPRS, EDGE, UMTS, HSPA, etc. The purpose of such a standard, is that every device that is build according to that standard, is able to connect to every carrier supporting that specific standard. The European model of the iPhone 5 supports the LTE 1800 MHz standard that Belgacom/Proximus uses.

     

    Now if a company (e.g. Apple) sells an unlocked phone that supports a certain standard (e.g. LTE 1800 MHz), but it doesn't work with a certain carrier (e.g. Proximus, which does support that same standard), only because Apple enables/disables LTE support on a per-carrier basis using so-called "carrier bundles" (.ipcc files), and refuses to release a carrier update, just because Proximus doesn't have a contract with Apple, that would be illegal according to Belgian and EU laws.

     

    I know that in your country, the USA, companies have all the power, but in the European Union there are laws to protect consumers and fair competition, so if you buy a product with certain specifications, it should work according to those specifications. Contracts with carriers don't have anything to do with that, nor do lists of so-called "supported carriers". I hope this cleared things up for you.

  • KiltedTim Level 8 Level 8 (36,190 points)

    When your carrier shows up on this list: http://support.apple.com/kb/HT1937

     

    Then you may feel free to whine and complain all you like.  Until then, there is NO SUPPORT from Apple for using your phone on that carrier in any capacity at all.

     

    If you believe it's illegal, then call a lawyer or complain to your government.

     

    I hope this cleared things up for you, but I have no doubt you're going to keep right on spouting the same useless nonsense.

  • nick-1989 Level 1 Level 1 (5 points)

    We don't give a **** about that list. The point is: we went to a shop and bought a phone that "officially" supports the LTE 1800 MHz standard. Then we put our Proximus SIM card into that phone, and we find out that it doesn't want to connect to the LTE 1800 MHz network of Proximus, because Apple blocked this in its carrier bundles. Phones from other manufacturers that support the LTE standard can connect to any LTE network in the world without any problem (as long as the supported frequencies match). That's why they call it a standard.

     

    To illustrate what kind of nonsense you are telling, I will make a comparison with the Wi-Fi standard. Suppose that a notebook manufacturer publishes a list with supported Wi-Fi Access Point (only from companies that have a contract with them), and their notebooks refuses to connect to Wi-Fi Access Points from other companies, because they are deliberately programmed like that. Another example: an FM radio device that can only receive FM radio stations that are on a "supported stations" list (and that have a contract with the manufacturer of the device). Would you accept that? Won't you complain?

     

    Also, do you know what the following links are?

    http://appldnld.apple.com/iPhone/CarrierBundles/061-8651.20100903.gftr4/Proximus _be.ipcc

    http://appldnld.apple.com/iOS5/CarrierBundles/041-6184.20120608.Ytxir/Proximus_b e_iPad.ipcc

    I'll tell you: they are carrier updates for the Proximus network. Strange huh, for a "not supported carrier"? Now Apple only needs to do the same for LTE on the iPhone 5. We will continue to complain until it has been done, because in Belgium we don't accept phones that are locked to a specific carrier.

  • KiltedTim Level 8 Level 8 (36,190 points)

    nick-1989 wrote:

     

    We don't give a **** about that list.

    Too bad. That's the list of carriers that are authorized to carry and service the iPhone and which are officially supported by Apple.  If you don't like it, go buy something else.

     

    It's not an issue of standards. It's an issue of what is supported. If it doesn't work with your carrien, then go complain to your carrier. You're just making yourself look like a fool. Why you can't understand this is beyond me.

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