Mobile Broadband

[vince_tang]

Hi, I'm a Three mobile customer who recently  joined Vodafone Mobile Broadband as the companies have merged and Three mobile broadband is no longer available to new customers. I only joined Vodafone as I thought it would deliver a similar service to Three.

However, I cannot get decent internet speeds on Vodafone (takes 1-2 mins to run the 600 KB ozbroadband speed test). I have also tried tethering through my phone and get similar results. According to my phone, I only get EDGE or 0-1 bars of HSDPA on Vodafone. On the Three network using my phone's mobile internet, I constantly have full bars of HSDPA and takes 2-3 seconds to run the 600 KB ozbroadband speed test. In other words, Vodafone is at least 15-20 times slower than Three at my residence.

Is it possible to move from the Vodafone broadband to the Three broadband service? The Vodafone service is so painfully slow that I'm not even bothering with it at the moment and am tethering my phone on Three whenever I need to go online.

Thanks.

[Maddie]

Hi Vince, 

vince_tang wrote: I only joined Vodafone as I thought it would deliver a similar service to Three.

Moving from 3 to Vodafone should certainly be a positive experience and I'll help determine what's causing you to have connectivity issue. Now your with Vodafone you will receive the same great value that you did with 3 plus more. You can read more about the great things Vodafone has to offer here.

vince_tang wrote: I cannot get decent internet speeds on Vodafone (takes 1-2 mins to run the 600 KB ozbroadband speed test). I have also tried tethering through my phone and get similar results. According to my phone, I only get EDGE or 0-1 bars of HSDPA on Vodafone. On the Three network using my phone's mobile internet, I constantly have full bars of HSDPA and takes 2-3 seconds to run the 600 KB ozbroadband speed test. In other words, Vodafone is at least 15-20 times slower than Three at my residence.

EDGE- is a 2G technology that transmits data at a faster speed then GPRS but slower then 3G. If 3G isn't available in your area you will be automatically connected to EDGE if it's available. HSPA- is an upgrade of 3G and allows a faster Internet connect than our regular 3G. We have a great online page explaining other network symbols and frequencies here. 

To get to the bottom of this as quickly as possible I'll need to ask you a few questions to get a clear understanding of what's happening. 

-How long have you been connected with Vodafone for and been experiencing this issue? You can check for any known impacts affecting our service via our Network Status page. 

- What's your current location and device model? This will allow me to make sure your device is compatible with coverage in your area.

Have you had a chance to check your coverage with Vodafone on our online Coverage Checker? Here by entering your device model and exact address you'll be able to see an estimate of how much coverage you should expect to receive in your location. 

It would be great if you could please let me know how many dots you see on each row (if you can do this), as this will help me determine what steps we need to take next. Also on this page there is an option to show planned upgrades over the next 3 months. By clicking here you can read about the next phase of our network upgrades. 

vince_tang wrote: Is it possible to move from the Vodafone broadband to the Three broadband service? The Vodafone service is so painfully slow that I'm not even bothering with it at the moment and am tethering my phone on Three whenever I need to go online.

At the end of the day I want you to be happy with the service we provide you. Unfortunately there's no option of moving you onto a 3 broadband service, good news though working together we will find out what's causing you these slow speeds and I'm confident we find a suitable resolution for you. 

Looking forward to your reply and working with you further. 

Thanks, 

Maddie

[vince_tang]

I have been with Vodafone for over a month, officially joining on the 29th May. I have only recently using Vodafone more often as my previous ISP expired on the 27th June. Only now have I realised how slow the Vodafone service is.

I am located in Campsie. I'm using the Vodafone USB Modem K-4511. I have also used the Vodafone sim in my HTC and tethered this to my computer and get similarly slow results.

According to the map, I'm in the 3G zone, with

2G - Indoor 3 dots

2G - outsoor 5 dots

3G - indoor 2 dots

3G - outdoor 4 dots.

Can I enquire into why there is no option of moving to a 3 mobile broadband service? Three representatives called me yesterday and said there was a possibility of porting my number to 3, but I would have to work it out with Vodafone first. With Three, I get full bars of HSPA coverage in my room, instead of 0-1 bars with Vodafone. I also have download speeds at least 15-20 times faster.

I do not believe that you can provide me with a decent service and have no interest in paying $39 a month to wait till network improvements I have been told will occur in Campsie in December.

[Nick]

Hey Vince,

vince_tang wrote:

According to the map, I'm in the 3G zone, with

2G - Indoor 3 dots

2G - outsoor 5 dots

3G - indoor 2 dots

3G - outdoor 4 dots.

Thanks for providing the extra details.

Whilst the coverage map can only ever give a good estimate as to what sort of signal you'll get, the details from your location do suggest that you should be getting better speeds than you are.

vince_tang wrote:

I am located in Campsie. I'm using the Vodafone USB Modem K-4511. I have also used the Vodafone sim in my HTC and tethered this to my computer and get similarly slow results.

The modem itself works on all our network frequencies, and you mention you had the same issue with your SIM in your phone. This helps to rule out the device itself as being the cause of the issue.

The other test you could try to help narrow down the cause it to test the modem in different rooms around the house. Your coverage will be affected by  things like walls and building density, furniture, other appliances and a number of others- basically anything that could potentially obstruct the signal.

It's a good idea to test your USB modem in other spots just to ensure the signal isn't being blocked by or inhibited by anything.

Once you've given that a go, I would like to arrange for a member of our Network Team to give you a call to further discuss what's going on wit h you. Would you be happy for me to arrange this?

I've sent you a PM with my email address, which you can access by following the link here. If you send through your details, I will be able to access your account and we'll will work with you from there to find a solution.

I'm really keen to help you sort this out so please don't hesitate to let me know if you gave any other questions, otherwise I'll keep an eye out for an email from you.

Cheers,

Nick

[666DAN]

You've got to be kidding, he had perfect reception with 3, now it's gone bad with the changeover, it's all accross every tech forum and all through these forums. Your network can't cope plain and simple.