As we continue to navigate through the connectivity challenges with your Telraam device in the UK, we want to provide a more detailed insight into the issue and update you on the steps we are actively taking to resolve it.
We have sent a brief email to affected users, but we also want to share as much as we know here so we can answer any questions you might have or in case you don’t receive the email.
Why is my device not connected?
The main issue continues to be that O2 has blocked all ‘roaming’ access to its LTE-M data network, which is essential for products like our Telraam S2 which is designed to be used anywhere in the world. The partner that provides our connections in all countries, Thingstream, is still trying to appeal this unilateral decision.
The good news is that an alternative network is being rolled out by Vodafone, but it is not officially launched and its coverage is limited and unknown. In theory, if it exists in an area, we ought to be able to connect to it. For a substantial number of our UK devices, this is the case, but sadly not for all, but one of the avenues we are exploring will hopefully fix this.
Why can’t I connect to another network?
In many cases it will be because there is no other network locally for you to connect to. In others, it is a little more complicated, but also due to the way O2 is set up.
In these cases, your devices are connecting to O2 exactly as expected, because it is the strongest local signal, but then O2 is blocking the data connection. This blockage prevents the devices from transmitting data to us, but doesn’t tell the device to search for an alternative network instead. Ideally, if O2 is not going to permit data transmission, it should reject the connection entirely and allow the devices to search for an alternative network, such as Vodafone.
Some UK devices have successfully switched to Vodafone due to it being a stronger signal, but this isn’t consistent across all devices. The situation has resulted in O2 effectively ‘locking’ many devices, preventing them from switching networks and instead leaving them stuck.
Our Proactive Steps to Address the Issue:
We are deeply committed to resolving these issues and are exploring every possible avenue to ensure your Telraam devices are fully operational again:
- Exploring O2 Roaming Options:
We’re still hopeful that O2 roaming might open up again, even if for an interim period that would allow us to make alternative arrangements, and will keep you informed of any positive developments. However, this is becoming a remote possibility at this stage.
- Short-Term Solution with Thingstream/Vodafone:
We are pushing our partners to fix the issue of devices getting stuck on O2 and allow them to search for alternative networks. Unfortunately this requires some re-programming by O2 and we don’t know if they can or will do this. However, this might provide a quicker resolution for users in some locations.
- Longer Term Hardware Solution:
We have also been exploring changes to our device which would provide a more permanent fix. We are in the early stages of this investigation and, while optimistic, this will take some time.
We don’t expect much to change over the Christmas and New Year period, so we will update you again as soon as we can in January. However, if you have any questions or comments, do share them below and we will do our best to answer them.
Thank you for your continued support and understanding. We’re in this together, and we’re determined to get your Telraam devices up and running as soon as possible.
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