Singtel 4G causing call disruption


Oct 7, 2004
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#1
This morning i couldn't received call & call out with my handphone, except the SMS function was still working. I called singtel immediately, the technical support guy gave me instruction to change the phone setting from 4G(LTE) to 3G(GSM/WCDMA). He explained to me that the 4G was the caused of the problem & told me to stick with 3G in the future. So my question is that i pay for the 4G, but i must use 3G network to surf net? So this is Singtel solution to the problem? Does anyone of you have this issue, do you think that this is acceptable?
 

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jfoo

Senior Member
Apr 7, 2004
1,347
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#3
i'm on 3G and sometimes i can't receive or send sms or calls. so what to do? reboot phone.
 

Oct 7, 2004
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#4
i'm on 3G and sometimes i can't receive or send sms or calls. so what to do? reboot phone.
Last month I got the same issue. The problem went away when i removed & installed the sim card few times. But today it was worst, no matter what i tried it failed. I was so nervous because I'd got an important incoming call & it failed at the wrong time! Luckily, it was resolved after i changed to 3G. So right now i have to live with this issue, changing network 4G to 3G & vice versa.
 

Edwin Francis

Senior Member
Mar 24, 2006
880
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www.sgwriter.com
#6
Of course it's unacceptable. You deserve a proper solution. Complain calmly, seek a real solution. Escalate if necessary :)
 

Octarine

Moderator
Staff member
Jan 3, 2008
12,491
26
48
Pasir Ris
#7
This morning i couldn't received call & call out with my handphone, except the SMS function was still working. I called singtel immediately, the technical support guy gave me instruction to change the phone setting from 4G(LTE) to 3G(GSM/WCDMA). He explained to me that the 4G was the caused of the problem & told me to stick with 3G in the future. So my question is that i pay for the 4G, but i must use 3G network to surf net? So this is Singtel solution to the problem? Does anyone of you have this issue, do you think that this is acceptable?
And you accepted this a 4G customer..? Sounds to me as if this customer guy missed the point that you are a 4G customer.
When I encountered such things with 3G I simply restarted my phone. With newer phones it might be enough to switch to Airplane Mode and back. After all, hand phones are computers now. They need the same treatment :)
 

Oct 7, 2004
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#8
Of course it's unacceptable. You deserve a proper solution. Complain calmly, seek a real solution. Escalate if necessary :)
It looks like I've to subscribe to a different Telcos. my home line has been consistently having problem also, despite being fixed by them few times.
 

Oct 7, 2004
261
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#9
And you accepted this a 4G customer..? Sounds to me as if this customer guy missed the point that you are a 4G customer.
When I encountered such things with 3G I simply restarted my phone. With newer phones it might be enough to switch to Airplane Mode and back. After all, hand phones are computers now. They need the same treatment :)
Yes, I was confused by the tech guy to ask me swapping to 3G, i found it sort of ridiculous cos i'm paying for 4G. I've noticed that the 4G(LTE) signal on my phone is very weak, it always got 1 or 2 bars on the signal icon. Hope that they have a permanent solution for this issue, not just sending sms telling me that someone called me but not reachable!
 

huatman

Senior Member
Nov 27, 2010
2,521
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East
phleephoto.com
#10
TS, i suppose u called the SingTel hotline? My experience with almost all of their tech support isn't good. Give lousy solution or solutions that I can read myself. From steps they gave me for internet prob, it almost totally same fr guides book or tech support page which I saw on their webpage.
Even few my friends who had called them before for any tech service (internet, phone etc) feel their are not well train at all, just someone there to read steps to u.

Think isn't right to pay 4G fees but only can use 3G. Maybe can post problem on their Facebook page?
 

Mar 12, 2006
911
1
0
Jurong West
#11
This morning i couldn't received call & call out with my handphone, except the SMS function was still working. I called singtel immediately, the technical support guy gave me instruction to change the phone setting from 4G(LTE) to 3G(GSM/WCDMA). He explained to me that the 4G was the caused of the problem & told me to stick with 3G in the future. So my question is that i pay for the 4G, but i must use 3G network to surf net? So this is Singtel solution to the problem? Does anyone of you have this issue, do you think that this is acceptable?
Always take what these tech support says with a pinch of salt. I almost drop off my chair laughing at this explanation " 4G was the caused of the problem & told me to stick with 3G in the future".

Use a bit of common sense even if you are not technically incline in things about telco. It might be true but I doubt it because I've yet to hear or read wide spread 4G network disruption today. Technology will always move forward and not backwards.

Like camera, early digital SLRs don't even come close to film but no company revert back to film.

There could be 101 things that can or might happen that could cause your problem. Nowadays smartphone have a ton of settings that can cause usage problems.

Anyway I used to work in that telco and am in agreement with other post that a majority of the frontline staffs and some backroom/technical staffs are not trained well enough. Many times they will put you through a merry ground of people when you call them. I usually end up finding my own solution since I'm familiar with telco/networking stuffs or the internet is your best bet most of the times.
 

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huatman

Senior Member
Nov 27, 2010
2,521
3
38
East
phleephoto.com
#12
Same here, solved most problem myself by searching info on internet etc.
Someone I know used to have internet problem at his Hm, some area of his hm cant received the wireless signal from router. When call tech support line, advice him to upgrade to better plan that come with stronger setup ( mean pay more).
Then a computer company tech who went to his hm repair one of his computer,help him improve the signal in his hm foc.
 

Octarine

Moderator
Staff member
Jan 3, 2008
12,491
26
48
Pasir Ris
#13
Yes, I was confused by the tech guy to ask me swapping to 3G, i found it sort of ridiculous cos i'm paying for 4G. I've noticed that the 4G(LTE) signal on my phone is very weak, it always got 1 or 2 bars on the signal icon. Hope that they have a permanent solution for this issue, not just sending sms telling me that someone called me but not reachable!
Looking at https://en.wikipedia.org/wiki/LTE_(telecommunication)#Voice_calls it doesn't seem to ridiculous, so I need to correct myself.
If your network signal is weak, then the packet data connection might suffer from that and as a result, your voice calls drop. The quality and bandwidth requirements for voice transmitted over IP networks are simply much higher than for text messages. Switching back to 3G is a solution to restore voice calls, at the loss of super fast Internet connection. Depending on your situation this can be a viable option. Ultimately, Singtel has to deliver 4G.
 

Oct 7, 2004
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#14
Appreciate those who replied & gave your opinion. Thk u!:)
 

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