TK373 tracking disruption

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Topic review
   

Expand view Topic review: TK373 tracking disruption

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 11:52 am

Update:
AT&T has confirmed the connection issue has been resolved.
All trackers should be back online once the vehicle starts moving. If you still see tracking issues please contact us with your account info here:
https://secure.accutracking.com/contact.php

Thanks to everyone affected by this outage for the patience and understanding!

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 11:49 am

Jgonz67 wrote:
Fri May 11, 2018 11:38 am
My tracker is still not working please fix it it has not bin working for two days or money back please fix
Please contact us at https://secure.accutracking.com/contact.php
If it's 2 days not working it's not related to this outage. The outage started this morning. Please contact us with your account information and I'll look into it.

Re: TK373 tracking Interruption

by Jgonz67 » Fri May 11, 2018 11:38 am

My tracker is still not working please fix it it has not bin working for two days or money back please fix

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 10:51 am

Guest wrote:
Fri May 11, 2018 10:30 am
When will this be fixed? I have to be able to track my fleet. If this can't be resolved quickly will we receive a credit?
I apologize again - lost service hours/days caused by network outage can be credited to the account as service - please contact us https://secure.accutracking.com/contact.php

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 10:47 am

Update:
Haven't got the official update from AT&T yet but devices are starting to come back online gradually. Will update once more update is available.

Re: TK373 tracking Interruption

by Guest » Fri May 11, 2018 10:30 am

When will this be fixed? I have to be able to track my fleet. If this can't be resolved quickly will we receive a credit?

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 10:14 am

Update from the SIM provider:
"...Devices appear unable to establish data sessions. Existing connections already in place should not have been affected...
The issue has been raised with the AT&T Network engineers who are working towards a solution. We apologize for any inconvenience caused. Updates will be provided as soon as they become available."

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 9:53 am

bmwlaser wrote:
Fri May 11, 2018 9:44 am
No tracking can I get a full refund.
I apologize again - please contact us https://secure.accutracking.com/contact.php
Lost service hours/days caused by network outage can be credited to the account as service.

We are working with the network provider to get the service back as our top priority and thank you for your patience and understanding.

Re: TK373 tracking Interruption

by bmwlaser » Fri May 11, 2018 9:44 am

No tracking can I get a full refund.

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 9:41 am

We didn't get an ETA from the network provider but from our experience it usually takes a few hours once the issue is identified.
Here's last outage from 2017 that lasted for about 4~12 hours depending on the regions: viewtopic.php?f=2&t=2269

Re: TK373 tracking Interruption

by Jonnb33 » Fri May 11, 2018 9:34 am

No service, my service is not working when will it be returned will my service be returned today and what time will it be returned

Re: TK373 tracking Interruption

by Mickey » Fri May 11, 2018 9:25 am

Any Idea how much longer this will be?
Will there be any compensation for the users?

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 9:03 am

Another update: the issue has been identified as not related to the migration last night. This is an AT&T wireless network outage in some regions.

Based on our user reports, looks like the outage is mostly at east coast (FL, NY) and TX. No west coast users reported tracking problems yet (or simply because of the time zone difference west coast business hours not yet started).

Re: TK373 tracking Interruption

by JoeKidd » Fri May 11, 2018 9:00 am

Thanks for the prompt update...

Re: TK373 tracking Interruption

by ATSupport » Fri May 11, 2018 8:54 am

Just got an update from the SIM network provider that the issues were narrowed down to the connection with AT&T wireless network and they are still working on it.
From our past experience this usually takes a few hours to fix. I'll update here and appreciate your patience.

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