Hyperspin Presales & Support

[jbruce75]

I have had 2 instances where some of my servers have gone down for an extended period of time and I never recieved an SMS message to let me know of the issues.

What I have checked:

SMS credits are good, I show having 30 credits,
I checked the SMS phone number that the messages are sent to and its fine.

I checked the phone its self for SMS messges and it works.

I also checked the server monitoring page and all servers are set to send messges when they are not responding.

Any help would be greatly appreciated,


Thanks


Justin

[choonkeng]

Dear Justin,

Firstly, thank you for using our service.

Can you let me know your username (via PM) so that I can further investigate?

Thank you.

[jbruce75]

Hey Thanks for the fast reply,

I just PMed you

[choonkeng]

You have 2 numbers listed in your account. Are they both affected?

[jbruce75]

My other user is un sure as his phone was dead this weekend, but if I recall I think his was working.

His is the second number on the account (678 Number), Mine is the (404 Number)

[jbruce75]

The more I think about this, it seems I can remember, this started when I purchased more SMS credits. Because we had a power outage one week end and it used all of our credits. And I had to purchase more, but ever since then it hasnt worked...

[choonkeng]

Can you please run a detailed test at http://www.hyperspin.com/notification2.php using the coupon I sent via PM. I have also included another coupon for the second number so that you can test it too.

Please let us know after running the test:
1. the order in which the 4 SMS's arrive and the delay in between them
2. the name of your cell provider

Thank you.

[jbruce75]

Provider 2 was the fastest at 4 seconds and 1 and 3 followed, and I never recieved provider4

[choonkeng]

I have set up a new SMS routing for your number (404) based on the result. You will receive SMS correctly from now on. Please also run the test on the second number just to be sure.

We have refunded 10 credits for the undelivered SMS.

The problem occured because the network coverage of our SMS providers change from time to time without notice. This is why you did not receive SMS even though it used to work in the past. Our system did successfully passed your SMS to our SMS provider but they were dropped silently. Nevertheless, the problem can be (and has been) easily fixed by running our detailed test to determine which provider sends to your cell phone.

We apologize for any inconvenience caused. Please let us know if you need any further assistance.

[jbruce75]

Thanks for you quick response time,


I'll let you know if any thing else comes up.