Mobile Broadband

[Jerome_F]

Hi lemonyard,

lemonyard wrote:

It's quite simple really:

1. 1. I was on 3 mobile - I was happy - why? -  good network coverage and speed
2. 2. I was forced onto Vodafone - I am very unhappy - why? - terrible network coverage and speed
3. 3. Was my original contract with 3 mobile - yes
4. 4. Was I given a choice to stay on 3 mobile - no

The changes to the 3 network should not negatively affect your connection with us, and the poor connection you are reporting is something we need to look into with you, so that you can return to being a happy customer with us. 

To help  us determine what is going on for you, would you be able to let me know the type of device you are currently using, as well as your suburb and postcode? This will let me see what sort of experience we should be able to expect, and inform our plan to return you to the performance level you need.

I look forward to hearing from you soon.

Thanks,

Jerome

[Jerome_F]

Hi cobber,

cobber wrote:

I was a very happy 3 mobile broadband user, I am now a very unhappy Vodaphone broadband user. I do not have the option of fixed line broadband where I live. I have had to resort back to dial up which is actually faster than Vodaphone broadband.

We want you to continue to be happy with the service you're receiving, and you've come to the right place for our help with that. The connection speeds you describe aren't what we would expect for our customers.

cobber wrote:

I have called the vodaphone helpdesk and all of my settings are correct. Helpdesk was helpful and double checked my settings.

The fact you've already given our customer care a call to go through the settings gives us a big headstart in arriving at a solution. Checking that all the settings are configured correctly for the network change is an excellent first step.

cobber wrote:

Not happy with vodaphone speed at all.

To help us determine the reasons why you are not achieving the speeds you need, I need to ask a couple of questions. Could you let us know your suburb and postcode, and also the model number for the device you're using? The type of network frequencies active in your area and the ability of your device to connect to them will be an important factor for us to consider.

I hope to hear back from you soon to get things working for you again.

Thanks,

Jerome

[Gary]

Hi everyone seems i am not the only one since the change from 3 to vodafone the brodband service is POOR to say the least  i have rang support  many times and i must say they have tried to help but i don't think there's anything that can be done now very disappointed looks like i will be taking a dip in the BIG POND cheers

Berwick Victoria

[Carole]

I have had the same problem plus messages won't send and phone calls keep dropping out. My sons are trying to get me to Telstra if voda don't fix this I'm leaving...

[Jerome_F]

Hi Gary,

Gary wrote:

Hi everyone seems i am not the only one since the change from 3 to vodafone the brodband service is POOR to say the least

Would you be able to give a few more details about the specific problems you're having? Are the problems you're having with the connection speed only, or is there anything else we also need to look at when considering a solution?

What sort of device are you using with us? The Berwick area shows that we have our new 3G 850MHz active in the area, and I'd like to check that your device is able to take full advantage of this. For your specific location, you can see your expected experience on our coverage map here. 

Gary wrote:

i have rang support  many times and i must say they have tried to help but i don't think there's anything that can be done now very disappointed

Ringing our support team is an excellent step toward solving any problems you're having. Could you let us know what sort of troubleshooting they have run through so we don't repeat anything unnecessarily?

I look forward to helping find a solution with you.

Thanks,

Jerome

[Jerome_F]

Hi Carole,

Carole wrote:

I have had the same problem plus messages won't send and phone calls keep dropping out. My sons are trying to get me to Telstra if voda don't fix this I'm leaving...

I appreciate you providing us with the opportunity to help with this issue. Would you be able to have a look at our Troubleshooting FAQ here and post the results of Part III below? The information in this will give us some valuable information to identify the problem, and help us on our way to a solution.

Thanks,

Jerome