Missing and innacurate location data...

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7 comments

  • Official comment
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    Marine Traffic

    Dear Anthony,

    Thank you reaching out to us.

    I have checked your account and, from what I can see, you have currently upgraded your account to the 14-day free trial for our Pro plan.
    From the information you have provided, I believe this is the record of the vessel you are referring to: 
    https://www.marinetraffic.com/en/ais/details/ships/shipid:266698/mmsi:246198000/vessel:EUROPA/

    As far as I can see, her latest position was received 17 minutes ago (2017-05-05 13:04 (UTC)) via satellite. I can also see that we constantly receive satellite positions for her.

    When you do not see updated positions and/or  get the message "out of range", then the vessel is far away from terrestrial stations and can only be tracked via satellite.While all MarineTraffic users have access to positions recorded by our network of terrestrial stations, satellite tracking is only available to subscribers of our satellite plans or Sat Add-ons. 

    You can check our available plans here:
    http://www.marinetraffic.com/en/p/plans

    In order to get more updated positions and track only one vessel via satellite, you may consider the option below:
    Go to:
    https://www.marinetraffic.com/en/users/my_account/users/fleet
    and under the "extensions" tab, buy the "satellite add-on" and activate the "SAT" button for the vessel you're interested in.

    This article will help you further:
    https://help.marinetraffic.com/hc/en-us/articles/204809588-Activate-Undelayed-Satellite-AIS-tracking

    Please note that, in order to purchase the Add-on, your trial will need to expire first, which happens on 12/05/2017. If you do not wish to continue with your Pro plan, you will need to cancel the trial before it expires. To do this, please go to the 'Subscription Info' field in your account settings here:
    https://www.marinetraffic.com/en/users/my_account
    and then select the 'Do Not Renew' option.

     

    Should you need anything else, I hope that you will not hesitate to let me know.
    I will be happy to assist.

    Kind regards,

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  • Avatar
    Antony Cole

    Hi Lliana,

     

    Thanks for the response.

    Ok, firstly, it appears that my attempt to upgrade last week wasnt processed for some reason (despite my being directed to the Paypal transaction site and hitting pay now...).

    Besides that detail, my trial subsription is still valid anyway.

     

    I have just logged in on my PC, clicked on the drop down list and selected 'My Fleets'.

    Clicked the vessel and its delivered me to the same position i have mentioned. With no track history and the date of last position received at 29-04-2017.

    However, you have informed me that the latest position you have received  is from 17 minutes ago - therefore she is most certainly not out of range.

    Also, i know the vessel left Ascention Island last night, but its still returning me to St Helena Island and showing her departing - frozen in time!.... so what is wrong or what am i doing wrong?

    If i need to buy an upgrade - i have to wait 7 more days until the trial expires.... im looking for a solution please.

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  • Avatar
    marla rea

    I am having the same issue!! I paid but the location has not changed---would really like to talk with a technician on the phone!!

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  • Avatar
    Marine Traffic

    Dear Anthony,

    Thank you for your response.
    Since you have responded to me in a ticket, our communication will continue from there.

    --

    Dear Marla,

    Thank you for contacting us.

    As far as I can see, your account is still on our Basic plan has not gone through the 14-day trial it is entitled to for any of our plans.
    It is possible some connectivity issue prevented the upgrade from completing.

    As such, would you please be kind enough to try again following the instructions in this article:
    https://help.marinetraffic.com/hc/en-us/articles/204160988-Upgrade-to-a-Subscription-Plan
    and tell me if it works?

    If it doesn't work, can you please take a screenshot for me if it gives you any error or displays any message?

    Thank you in advance.
    I am looking forward to hearing from you.

    Kind regards,

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  • Avatar
    Marine Traffic

    Dear Anthony, 

    I have sent you a personal e-mail and I am informing you here as well, since I am concerned you might not have received my previous e-mail communications.

    I have provided you with a certain information in that e-mail. Would you please be kind enough to check if you have received it in order for us to continue our conversation there?

    Thank you in advance.
    I'm looking forward to hearing from you again.

    Kind regards, 

     

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  • Avatar
    Dan Snyders

    Wow  - what a pain. Buy our app and you can track ships. But you actually can't unless you pay A LOT more for add-on that might not even activate work properly. Thanks for this string and info. Time for a refund. 

    Dan

    snyders446@gmail.com 

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  • Avatar
    Aline

    Hello Dan,

    My name is Aline, I'm a Customer Support Representative here at MarineTraffic.

    Apologies to this late reply of our to get back to you. Due to a high volume of incoming requests, we only managed to get back to you today.

    Please let me clarify that all MarineTraffic users have always had access to positions received through our network of coastal stations, while the positions received via satellite are available through our satellite services. We have never removed any functionality or access to ships positions that was available before.

    The satellite services we provide may vary according to your needs. If you wish to track a single vessel for a few days only, Access 24 Plus is the will be the best cost efficient solution for you. But if you wish to track one a few ore vessels for a month or more, then the subscription to SAT Flexible is more suitable. And, if you wish to track the global fleet, you can do so through the subscription to SAT Global. 

    I do understand this is a lot of information, so if you have any questions about the above, please feel free to let me know. I'll be happy to clarify anything further.

    Best wishes,

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