Nexus 5 - AT&T - Hangouts messages severely delayed

Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby steeban » Mon Feb 10, 2014 11:22 pm

Sooooo... I'm the OP of this thread. Still having the same problem, and haven't logged in to check this thread since... actually I found it while googling the problem again as it has caused me a bunch of communication problems recently lol. I made the first post and was then referred to call tech support like everyone else in this thread having the same issue. The script reader that spoke with me did not help at all and instructed me to restart my phone. This has gone on since day one of using straight talk and it's been months for me. Finally this has become such an issue that I am going to cancel my service at the end of this month. Straight talk has not admitted there is a problem when clearly there is. I would really like to stay with the service if it worked - but it does not.

Just wait for the next post being a ST rep. telling me that we need to take this issue offline :roll:
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby Che_ST » Tue Feb 11, 2014 11:26 am

Yes, steeban. We can check your account again. Please check your forum inbox for a message. Thanks.
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby steeban » Tue Feb 11, 2014 1:45 pm

Che_ST wrote:Yes, steeban. We can check your account again. Please check your forum inbox for a message. Thanks.


Che, sending me back to the tier 1 chat support people isn't going to fix a network issue on ST's end. No offense, but that is just dodging the issue at hand and is not fair to us that are effected by this problem. I've been through this before and so have the many people that posted in this thread. This issue needs to be escalated to the right people.

The chat support people will tell me that my account is provisioned correctly and that "everything looks good on our side. Must be a problem with Google."

I've worked in IT and tech support for years. I know when an issue is being swept under the rug.

Tell me how this is Google's fault - all push notifications not showing up regardless of the app. 20 minutes for me to see an email, 30 minute delayed IMs.

All I want is the service I've payed for.
Last edited by steeban on Tue Feb 18, 2014 9:54 pm, edited 1 time in total.
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby stough » Fri Feb 14, 2014 1:39 pm

I have been having this issue with a Nexus 4 and delayed Hangouts, Google Voice, and Facebook Messenger notifications.

This all worked perfectly with the same phone setup on Solavei. This thread and others point me to the culprit being the quick closing of TCP sessions. From the app's point of view nothing is wrong until they try to use that port. At that point the disconnect is identified, reconnected, messages are received, and, a very short time later, the connection is terminated by ST again. This is driving me and my wife nuts! If this can't be resolved, I'm leaving ST. It's not worth saving $7/mo to have my wife constantly annoyed with me. :)

Soon, I will be escorted off the thread by a kind ST associate and I will request to be elevated up the support tiers. Wish me luck! I'll report back.

Cheers!
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby alita » Fri Feb 14, 2014 10:29 pm

Hi stough. My name is Straight Talk Alita. Please check your Forum inbox for a private message. Thank you.
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby stough » Tue Feb 18, 2014 2:31 pm

Bottom line after 3 tiers of support: StraightTalk is providing the service that I'm paying for. They DO NOT assure (or, really seem to care) about latency of notifications. If the browser works, then that is really the end of their responsibility in their eyes. :shock:

FYI, I had much better luck on Solavei and their service (2.0Gb at 4G for $49) is similarly priced. I'll be heading there next month.

Cheers!
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby jjprices » Tue Feb 18, 2014 4:32 pm

I'm having the exact same issue. I notice it mostly while using Google Maps. Google Maps traffic data suddenly doesn't update anymore, which is done over a shared open port. The port is getting closed somewhere on the Straight Talk data network (not AT&T, and not Google), and traffic updates don't come in anymore until I close down google maps (atk) and re-open it forcing the port to be newly reopened. Extremely repeatable, and doesn't have to do with the signal on the phone as I'm able to pull data with other apps during this time, and as soon as I kill and re-open gmaps the traffic data is instantly back. This is unfortunately not acceptable. It's unfortunate there isn't higher level tech support that can answer as to why on the forums. The forum bots that send PMs to contact Straight Talk level 1 support is not helpful at all.

It's really too bad, because this is the only issue that I have with ST, but it's a deal breaker for me as I spend 2 hours a day commuting and rely on the real time traffic data.

In addition, I have noticed the delay in other push notifications that come over data as others have mentioned. Not as big of a deal to me as if I get a google talk message 18 minutes later it's not a big deal, but if I need to know whether to turn left or right based on traffic data... I need the info NOW.
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby Che_ST » Tue Feb 18, 2014 4:34 pm

Hi jjprices. My name is ST Che and I'll be addressing your concern. For me to assist you further, we need to take this issue offline so I can address it further. I will contact you directly with a private message. Thanks!
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby steeban » Tue Feb 18, 2014 10:00 pm

stough wrote:Bottom line after 3 tiers of support: StraightTalk is providing the service that I'm paying for. They DO NOT assure (or, really seem to care) about latency of notifications. If the browser works, then that is really the end of their responsibility in their eyes. :shock:

FYI, I had much better luck on Solavei and their service (2.0Gb at 4G for $49) is similarly priced. I'll be heading there next month.

Cheers!


Exactly, support doesn't care/understand. I'm leaving ST after this month as well, going to give Aio a shot. Good luck!
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Re: Nexus 5 - AT&T - Hangouts messages severely delayed

Postby jjprices » Wed Feb 19, 2014 12:47 pm

jjprices wrote:The forum bots that send PMs to contact Straight Talk level 1 support is not helpful at all.



Che_ST wrote:Hi jjprices. My name is ST Che and I'll be addressing your concern. For me to assist you further, we need to take this issue offline so I can address it further. I will contact you directly with a private message. Thanks!


Che, as you can see by my comment and others in this thread, sending PMs to users with a link to level 1 support offers no help at all.

I really don't like the approach taken by ST support on this forum of just PMing a level1 support link to users. It's an attempt to make it appear to people passing by that customers are getting personalized help, and hiding the fact that it isn't in PMs is a little dis-honest. Instead of being concerned with having the appearance of being helpful, it'd be great if support on the forum truly was helpful.

This particular issue needs to be escalated to Straight Talk network engineers. Customer support cannot resolve the issue.
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