Zain Roaming annoying SMS issue - please help
Hi Folks, Not sure if anyone from Safaricom or Zain can check and help out on this. The Zain customer care email address is unresponsive. I have a Zain line roaming and (not on a one-network) am experiencing a rather annoying problem when receiving SMS's from Safaricom. The messages are not only delivered many hours later - over 12hrs delay, but the same message will keep being sent probably over 15 - 20 times in the next 48hrs. Am receiving SMS's fine from Zain and other international lines without this problem. I have tried everything including removing my simcard and back on. But am now convinced that its not the Zain roaming partner but something between Zain and Safaricom SMSC system while roaming. Any help will be highly appreciated. Regards, Michuki. -
Hi Michuki; Please note that an SMS coming from a Safcom subscriber will ONLY go thru the Safaricom SMSC. Also note that you are a ZAIN subscriber so the HLR serving is ZAIN HLR back in Nairobi even while roaming. Normally while roaming the HLR (Home Location Register) will temporarily send your info to a VLR (Visited Location Register) in the roaming country. Once an SMS is sent to you from Safcom (In Kenya) , The ZAIN VLR is responsible for terminating the SMS. The ZAIN VLR must send back an acknowledgement to the Safcom SMSC that the SMS has been delivered etc. If the SMS does not get this acknowledgement it will keep sending the SMS untill the storage period in the SMSC expires or delivery attempt count is reached (Whichever comes first). So the problem is most likely between the Safcom SMSC and the Zain VLR. The best place to start the troubleshooting would be the Safcom SMSC as an error is generated anytime a delivery attempt fails. I trust that we have ZAIN/Safcom VAS guys on this list who may asist. I can assist any of them in the troubleshooting if need be. BR; Joram On Mon, Feb 1, 2010 at 10:32 AM, Michuki Mwangi <michuki@swiftkenya.com>wrote:
Hi Folks,
Not sure if anyone from Safaricom or Zain can check and help out on this. The Zain customer care email address is unresponsive.
I have a Zain line roaming and (not on a one-network) am experiencing a rather annoying problem when receiving SMS's from Safaricom.
The messages are not only delivered many hours later - over 12hrs delay, but the same message will keep being sent probably over 15 - 20 times in the next 48hrs.
Am receiving SMS's fine from Zain and other international lines without this problem.
I have tried everything including removing my simcard and back on. But am now convinced that its not the Zain roaming partner but something between Zain and Safaricom SMSC system while roaming.
Any help will be highly appreciated.
Regards,
Michuki. - _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Server donations spreadsheet
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We had this same problem with Econet sending to Zain [in Kenya] - 48 hrs later - you still receive the same SMS. Most of the time they are not aware, the servers act on their own accord, and the two sides [engineers] may need to sit together and check the flags that acknowledge the receipt... Call Zain - 710 or 720 (corporate, goes faster) - and they will log the problem (take note of customer care who receives the call to ensure they logged the problem) Call also 0722002100 - 0722002200 safcom paid customer care - much faster and much less annoyin than the stupid free 100 !!!
Hi Joram, Joram Gachuiri wrote:
I trust that we have ZAIN/Safcom VAS guys on this list who may asist. I can assist any of them in the troubleshooting if need be.
Thanks for the detailed explanation of this. I will keep you posted, i have to say am pleasantly happy with the private response from Safaricom willing to investigate this. Clearly Zain is very prompt to invoice me but not too quick to reply to my support email maybe its a time to cross over :( Anyways, thanks much. Regards, Michuki
On 1 February 2010 21:05, Michuki Mwangi <michuki@swiftkenya.com> wrote:
Hi Joram,
Joram Gachuiri wrote:
I trust that we have ZAIN/Safcom VAS guys on this list who may asist. I can assist any of them in the troubleshooting if need be.
Thanks for the detailed explanation of this. I will keep you posted, i have to say am pleasantly happy with the private response from Safaricom willing to investigate this.
Clearly Zain is very prompt to invoice me but not too quick to reply to my support email maybe its a time to cross over :(
From my experience with Zain CC, they'll call you if you did write an email explaining your case. On a number of occasion, they make sure my queries are answered whenever I send them an email. The problem here is that you might not get a response within a day. But they'll surely call you.
Anyways, thanks much.
Regards,
Michuki
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participants (4)
-
Joram Gachuiri -
Michuki Mwangi -
ndungu stephen -
Solomon Mburu Kamau