Mobile Broadband

[kitykatz]

Hi Bruno,

Thanks for taking the time to reply.

I've only had the modem since the 11th January and it's been nothing but trouble since the day I plugged it in.

I wouldn't have purchased this device if I'd known that it meant my computer would be locked to Vodafone and that I'd be unable to use my Optus account (or any other carrier's device) on my computer.

I don't think it's reasonable that I should have to pay any unlocking fee, because the problem is caused by Vodafone.

I just want to be able to use my Optus account - i.e. access the Optus network with the Optus device - and I can't do that while the Vodafone device is installed on this computer.

[Bruno]

Hi kitykatz,

I can appreciate your position on the cost of unlocking the device. 

I've spoken to our Technical team to ensure that unlocking the device and using your Optus SIM in your Voda modem would work. The short answer is yes, but you would have to manually configure the APN settings every time you change the SIM card, which is not really the best solution for you.

If you are on Windows 7, then the software for the two modems should be able to work side by side on the same machine, you would just need to manually select which connection manager is initiated.

I've sent you a private message so that I can explore this further for you and get your modem working the way it should. You can get to your private messages here.

Cheers,

-Bruno

[kitykatz]

Hi Bruno,

Thank you for your reply.

You may have misunderstood the problem - I'm not trying to use the Optus SIM in the Vodafone modem.

The Optus Sim is in a Huawei E1762 modem and woks fine until the Vodafone Huawei K4511 modem is plugged into a USB port.

After the Vodafone software is installed, the Optus/Huawei E1762 doesn't work any more. I have to uninstall the Vodafone software to get the Optus/Huawei E1762 to work.

[Bree]

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kitykatz wrote:

Hi Bruno,

Thank you for your reply.

You may have misunderstood the problem - I'm not trying to use the Optus SIM in the Vodafone modem.

The Optus Sim is in a Huawei E1762 modem and woks fine until the Vodafone Huawei K4511 modem is plugged into a USB port.

After the Vodafone software is installed, the Optus/Huawei E1762 doesn't work any more. I have to uninstall the Vodafone software to get the Optus/Huawei E1762 to work.

---

Hey KityKatz,

Can you please email us with the details that Bruno has provided you with in your Private Message. 

From here we will be able to take a look into your account and get this resolved for you. 

Thank you,

Bree

[kitykatz]

Hi Bree,

I have already emailed the details that Bruno requested by private message, and he must have received them because he sent me an email satying that he'd raised a troubleshooting ticket with a time frame of 48 hours and that he'd keep me informed.

Meanwile, I have an email from Charlotte today, saying that she has put through a request to have the Huawei K4511 unlocked, which could take up to 10 days.

So I believe that Bruno and Charlotte have all the information required, but if you need more details, please don't hesitate to let me know.

[Bart]

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kitykatz wrote:

So I believe that Bruno and Charlotte have all the information required, but if you need more details, please don't hesitate to let me know.

---

Hi kitykatz,

Sounds like we do indeed have all the information we need. If you feel you can add any extra information that will come in handy the best way to pass that through is via email to the address we've been in contact via. This way we'll get it directly and the information will be confidential (in case you want to send through anything you'd rather not share on the Community).

Thanks, Bart.

[kitykatz]

Dear Bart,

Thank you for your note the other day.

I wish I could tell you that the problems had been fixed, but I can't do that because nothing has been done - I've received no no phone calls from Vodafone since Tuesday 14-Feb-12, no email from Vodafone since Monday 27-Feb-12, and no messages here on the community forum since your note on Tuesday.

I am aware that Vodafone has problems, but I did not realise that I would be paying for something that doesn't work. I'd like to cancel the contract under the 30 day Network Guarantee:

http://www.vodafone.com.au/personal/aboutvodafone/network/network-guarantee/

Would you please let me know whether you can arrange this cancellation, thank you.

[Maddie]

I wish I could tell you that the problems had been fixed, but I can't do that because nothing has been done - I've received no no phone calls from Vodafone since Tuesday 14-Feb-12, no email from Vodafone since Monday 27-Feb-12, and no messages here on the community forum since your note on Tuesday.

I am aware that Vodafone has problems, but I did not realise that I would be paying for something that doesn't work. I'd like to cancel the contract under the 30 day Network Guarantee:

http://www.vodafone.com.au/personal/aboutvodafone/network/network-guarantee/

Hi there, 

I've just responded to your email you sent through this morning and I'm looking forward to your reply. As this conversation has been taken private, please continue to raise any queries via email.

I'm sure working together we will be able to have this issue resolved. 

Thanks, 

Maddie

[kitykatz]

Hi Maddie,

I received your email this morning, thank you, and I trust that you've received my reply.

There are no new queries, just the two that have already been discussed:

1. the connection problem that I first reported to Vodafone customer service 6 weeks ago - on Friday 20-Jan-12, which was within the first 24 hours of installing the Vodafone software, and

2. being unable to access the Optus network after installing the Vodafone software, which I first reported here on the Vodafone Community forum on Tuesday 14-Feb-12.

[Charlotte]

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kitykatz wrote:

Hi Maddie,

I received your email this morning, thank you, and I trust that you've received my reply.

There are no new queries, just the two that have already been discussed:

1. the connection problem that I first reported to Vodafone customer service 6 weeks ago - on Friday 20-Jan-12, which was within the first 24 hours of installing the Vodafone software, and

2. being unable to access the Optus network after installing the Vodafone software, which I first reported here on the Vodafone Community forum on Tuesday 14-Feb-12.

---

Hi kitykatz,

I can confirm we have received your email and we will be in touch shortly to work with you to resolve the issue.

I apologise for the confusion in regards to your situation it seems that we have doubled up in trying to assist you with your issue. It would be best to continue the discuss through email only so that we have all the information. 

I hope you've had a nice weekend.

Thanks you,

Charlotte