Surface 3 LTE has no internet on HSPA+ network

Anonymous
2016-04-04T06:25:09+00:00

Actually the title says it all. I have a Surface 3 LTE which connects to the internet just fine! I'm using Vodafone on the Netherlands.

However, at some point I see that I have no internet. The indicator still shows I am connected. And it takes forever for the computer to come to the conclusion that there is a network to connect to (HSPA+) but there is no internet on it. After disconnecting if I want to reconnect I have to enter an APN of which I am pretty sure I have already done that!

A reboot fixes the issue. Then the tablet sees the LTE band/network again and I am happy internetting again.

Any thoughts?

Surface
Surface

The Surface family includes Surface Pro, Surface Laptop, and other Surface products. Surface is designed to help organizations, students, and consumers be more productive.

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  1. Anonymous
    2016-04-04T18:36:12+00:00

    Hello Plantje

    Please contact your mobile operator in regards to your LTE connection.

    Best regards

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  2. Anonymous
    2016-04-04T19:43:02+00:00

    Hi,

    I did and got another APN to try. I was just wondering if the Surface 3 LTE could be having an issue with the HSPA+ band and perhaps if I could switch that off.

    When my Surface 3 is having issues the Lumia 950 is right next to it perfectly connected to the internet using the same network...

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  3. Anonymous
    2016-04-21T07:58:06+00:00

    I have been in contact with Vodafone. They have made some changes, but unfortunately the issue remains there. Both my Lumia 950 and my Surface 3 LTE have a Vodafone SIM. As long as the Surface 3 LTE is on 4G/LTE everything is fine. As soon as internet is gone I check the connection and every time that happens I notice I am on HSPA+.

    If I reboot the Surface it immediately has internet connection using 4G/LTE again. If I disconnect mobile internet and try to reconnect I get notified the APN is not correct (which all of a sudden is not an issue after rebooting). That makes me think it is more an issue with my Surface 3 LTE than with the provider.

    This morning I made a picture of my Lumia 950 next to my Surface 3 LTE both on the Vodafone network. One did have internet access and the other didn't. It is never the other way around.

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  4. Anonymous
    2016-05-19T06:02:52+00:00

    Hello,

    By now I have tested 2 SIM cards. Because of another issue I had my Surface 3 replaced as well and the issue still exists. Since my Lumia 950 doesn't have any issues and restarting the Surface 3 it must be an issue in the internals of the Surface 3 or Windows 10. Any ideas on how to trouble shoot this next?

    Thanks!

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  5. Anonymous
    2016-05-31T07:56:39+00:00

    I feel the mobile operator has done everything they could.

    Last week, while in the office, I connected to the mobile network rather than to WiFi and at some point I saw it connect to HSPA+ and after a while I noticed there was no internet anymore. All I could do was restart the Surface.

    This morning in the train I had to restart the Surface 3 or 4 times! And sometimes while trying to restart it takes this long that I have to hold down the powerbutton to restart it. No one has an idea? There must be some sort of logging possible right?

    Is it just a bad modem adapter?

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