Mobile Broadband

[Subkruller]

forgot to mention that i made the network type "3G Only" but it still keeps going onto H

[Caitlin]

Hi Subkruller,

Subkruller wrote:

I have Pocket wifi 2, and the download speed is usualy around 10-30kbps most of the time on 10-15,

the web pages are extremely slow and sometimes they dont even open, my Signal bar is at its highest.

I called the Customer Service and they told me to try my modem at different places I've done that but

not much of luck either, i even tried to change the sim card but still the same issue, took off the batteries/sim for 10seconds, and even pressed the "reset" button but its all the same, no improvements.

It's great to see you've already completed some important troubleshooting to resolve this issue. I'd like to run through some more troubleshooting and ask a couple of questions to isolate the issue and work towards the right solution.

When you tested your device in other locations, was this in and around your house or did you try this away from your home? You mentioned that you have used your modem in various locations with no improvement to your service, do you find an improvement if your place your SIM card into another device (it can be a mobile phone!)? This will help us rule out if the issue may lie with your device. 

When did you first notice slow speeds with your mobile broadband service? Have your speeds degraded over time or have they been consistent from when you first noticed this issue? 

Thanks,

Cait

[EDIT: Quote]

[Subkruller]

Well i tried the modem at different locations inside the house and outside, i went to a shop this morning and i took the modem with me to test it out it still kept on going to H instead of 3G, also i went to a vodafone shop and asked them to give me a new sim card instead of my current one incase if the fault is from the sim card, but still the modem goes into H, it just keeps going between 3G and H even though I've made it "3g only", however before i changed the sim card the WiFi on the modem's display said WiFi 3 i don't know what this means though.

and I think it started being like that gradualy i'm not quite sure usualy i dont download a lot, but a few days ago i tried donwloading stuff and the speed has been so slow!.

what should i do next?

Thanks for the fast response

[James]

Hi Subkruller,

Well i tried the modem at different locations inside the house and outside, i went to a shop this morning and i took the modem with me to test it out it still kept on going to H instead of 3G, also i went to a vodafone shop and asked them to give me a new sim card instead of my current one incase if the fault is from the sim card, but still the modem goes into H, it just keeps going between 3G and H even though I've made it "3g only", however before i changed the sim card the WiFi on the modem's display said WiFi 3 i don't know what this means though.

It's good to see that you have taken the time to try and troubleshoot your issue, as a sim swap is a great way to isolate and potentially fix any small issues that may be stopping your modem from picking up a good, strong signal.

Your device will default to 3G when it's not doing anything, but as it begins to stream data and access information, it will switch on to 'H'. This means your device is functioning as normal, and not dropping off the 3G network.

and I think it started being like that gradualy i'm not quite sure usualy i dont download a lot, but a few days ago i tried donwloading stuff and the speed has been so slow!.

what should i do next?

I thank you for answering our questions and running through the troubleshooting we have suggested so far. What I would like to do now is take a look at a few details on your account, and run a few more specific investigations into your service to find the problem and get it running smoothly again. I have sent you a PM with some instructions on how to send your information through, and you can access your PMs by clicking this link. 

Once you check out the message I have sent you, send through some of your details and I will be able to investigate your issues a little further!

Kind Regards,

James.

[AndrewR]

Getting worse. No more patience.

Nick, Maureen, whoever, please resolve within the week.

This is a well documented fault, ascertained easily by googling "Huawei E585 problems" or "Vodafone WiFi problems".

Either the device is junk or your actual coverage is poor, despite what it shows on the screen of the device.

Once again, for the last couple of weeks:

- the device shows strong connection to Vodafone with all bars showing on the Pocket WiFi device

- it shows strong connection with all bars showing to my laptop

- continual fluctuation between 3G and H despite the Pocket WiFi software setting on "3G only"

- bringing the laptop outside, away from any overhead obstructions DOES NOT help.

- bringing the laptop to other areas with strong connectivity DOES NOT help

- last 72hrs download speed has been approx 2.45kb/s

- previous connection with "3" and its USB dongle was very stable

[James]

Hi AndrewR,

AndrewR wrote:

Getting worse. No more patience.

Nick, Maureen, whoever, please resolve within the week.

This is a well documented fault, ascertained easily by googling "Huawei E585 problems" or "Vodafone WiFi problems".

Thanks for keeping us up to date with your situation. I can see that you have been emailing back and forward with Nick, and he has just sent you another email regarding your query. Please check your inbox and get back to us.

Kind Regards,

James.

[dballe]

Hi Just another user with the same problems.

I have been through the trouble shooting process with device. Since we live in Canning Vale perth we cannot get ADSL to our house so the only option was Huawei E585 wifi modems. We have 2 of these modems in our house. since we are people sharing a house we have seperate pocket wifis to keep our internet usage seperate. 

for the 1st month speeds were fine. and now into month 2 my modem is producing rediculously slow speeds. all day long. 50KBPS - 200KBPS measured on testmy.net. However my flatmates modem is 900KBPS - 1.1MBPS all day long except for 6-9pm at night. To try and fix my device I have reset, etc etc . numerous calls with vodafone customer service. I have gone into the shop and replaced the sim. still rediculously slow speeds. every place in perth we tested his WIFI device we tested mine and still similar results. 90% of the time it has full strength signal.

I have worked out the answer for everybody. Multiple devices that are being sold to public are faulty. or become faulty over time.

where do i go from here?

[Peter]

A couple of questions: which version of the e585 are you using?

Is it any better if you tether the e585 to your computer with a usb cable? 

Are you on contract or prepaid?

The coverage around Canning Vale is pretty weak, particularly inside.  There's some 850 MHz signal but less of the 2100 MHz.    http://ucms.vodafone.com.au/aboutvodafone/network/checker

The first version of the e585 was 900/2100 MHz while the second covered 850/900/2100 MHz.  If you've got the earlier one, it'd struggle with the poor 2100 MHz signal.

[Charlotte]

Hi dballe,

---

dballe wrote:

I have been through the trouble shooting process with device. Since we live in Canning Vale perth we cannot get ADSL to our house so the only option was Huawei E585 wifi modems. We have 2 of these modems in our house. since we are people sharing a house we have seperate pocket wifis to keep our internet usage seperate. 

for the 1st month speeds were fine. and now into month 2 my modem is producing rediculously slow speeds. all day long. 50KBPS - 200KBPS measured on testmy.net. However my flatmates modem is 900KBPS - 1.1MBPS all day long except for 6-9pm at night. To try and fix my device I have reset, etc etc . numerous calls with vodafone customer service. I have gone into the shop and replaced the sim. still rediculously slow speeds. every place in perth we tested his WIFI device we tested mine and still similar results. 90% of the time it has full strength signal.

If you're having issues with your Pocket Wifi then we need to look into it for you. If your flat mate is with us also and not having issues with their service then this could be an issue with your Pocket Wifi device. Are you using the Pocket Wifi 2? The modem will have a number 2 on the front! The reason I ask is the Pocket Wifi 2 is compatible with our 850 network and the original isn't so if you have the original and your flatmate has the Pocket Wifi 2 this could explain the difference between the services you're receiving.

Also, is your phone currently with us too? If so could you please let me know what phone you're using and how your mobile internet is as this will also help me to isolate the issue. 

Thank you,

Charlotte