Mobile Broadband

[cj99]

I've had mobile broadband with the E585 pocket wifi for over 12 months now and it was okay (not great, but okay) until about a week ago.  Suddenly I found that I couldn't browse any pages in IE9 - I would always get "IE cannot display the page".  I looked with WireShark and it seemed as though when I requested a web page there would be a bit of activity, then radio silence for ten seconds or so, which would cause IE9 to give up waiting.  I managed to resume browsing by switching to FireFox (which seems to be more patient).  I expected that the reception would return to normal but it hasn't.  In fact, today it has got worse.  I have been stuck on 2G all day even though I'm showing 5 bars.  I've tried moving the PocketWifi to all the usual locations by the windows and outdoors and it makes no difference.  I'm doing the same thing I've been doing for 12 months and it just isn't working, so I don't see how it can be my doing.  Either my pocket wifi is broken or there are general Vodafone problems in my area.  Can you help?  I'm in Kensington, VIC (3031).

Thanks.

[Sarah_C]

Hi cj99,

I understand that experiencing a slow connection can be frustrating, and I can shed some light on this for you.

cj99 wrote:

I have been stuck on 2G all day even though I'm showing 5 bars.  I've tried moving the PocketWifi to all the usual locations by the windows and outdoors and it makes no difference.  I'm doing the same thing I've been doing for 12 months and it just isn't working, so I don't see how it can be my doing.  Either my pocket wifi is broken or there are general Vodafone problems in my area.  Can you help?  I'm in Kensington, VIC (3031).

I have had a look to see if there are any disruptions occurring in your location, and there are upgrades taking place in Flemington which are affecting some parts of  Kensington too. Whilst we try and minimise interruptions during an upgrade as much as possible, they can still affect your 3G service. The upgrades are due to be completed by Thursday 26th July, and you can view more information by entering your post code here. 

Once the upgrades have been completed, it's a good idea to perform a reset of your device. You can find the reset button on your Pocket WiFi by removing the back cover. Doing this will reset the connection between your device and our network and iron out most connection issues.

Can you please let me know if you are using the original Pocket WiFi, or the Pocket WiFi 2 (this will be printed on the front of your device). The reason I have asked this, is that the original Pocket WiFi is not compatible with our 850MHz network and I would like to ensure you are getting the most out of your service.

Our 850MHz network is designed to provide you with better indoor coverage, and a better experience overall. You can view additional information about our 850MHz network here.

Let me know how you go once the upgrades have been completed and you have reset your modem.

Regards,

Sarah.

[cj99]

Hi,

Thank you for your reply.  On the back is printed E585, which I believe means that it is the old modem.  I would be willing to consider upgrading to the new one, but only if there was a guaranteed performance improvement for me in postcode 3031.  Is this the case?

In the meantime I just hope that it soon goes back to the performance that I was getting a couple of weeks ago.

[Sarah_C]

Hi cj99,

cj99 wrote:

Thank you for your reply.  On the back is printed E585, which I believe means that it is the old modem. 

EDIT: Incorrect information.

cj99 wrote:

I would be willing to consider upgrading to the new one, but only if there was a guaranteed performance improvement for me in postcode 3031.  Is this the case?

The 850MHz connection is stronger in your area, so the new Pocket WiFi will allow you to connect to this, and should provide you with a better connection. As I mentioned above you may continue to experience disruptions whilst upgrades are taking place, and your connection will become more stable upon completion.

If you would like to upgrade to the new Pocket WiFi Pro, I can arrange for someone from our upgrades team to give you a call at your convenience. To do this, I will need some account details from you via email. 

I have sent you a private message containing my email address and information I'll need from you. You can access your private messages by clicking on the small envelope in the top right hand corner of this page, or by clicking think link.

Regards,

Sarah.