Mobile Broadband

[ajclarke1985]

I forgot to say, I am in West End, Brisbane, QLD, 4101. I always have maximum bars coverage - so I presume that is not a problem.

Please help!!

[ajclarke1985]

AND - it is just as useless at my work in Milton.

[Nick]

Hey Andrew,

ajclarke1985 wrote:

I am in West End, Brisbane, QLD, 4101.

I can help.

I've had a look at our Network Status page and can see that, when you posted your concerns yesterday, there were upgrades underway in 4101. Whilst upgrades are going on, you will generally face a slight degradation of your signal. Is your service up and running as it should be now?

Once upgrades are completed you should notice an immediate improvement in your signal quality. The coverage will then continue to improve over the next couple of weeks as the Network Team tweak and optimise the network to ensure it runs as smoothly as possible.

Let me know if you're still experiencing issues.

Cheers,

Nick

[EDIT: Spelling]

[LionelBan]

Can I please have my pathetic reception problems rectified in my area, Doonside NSW 2767. This problem has been ongoing for about 6 weeks now and I am fed up with the reception I am receiving, or NOT receiving I should say. My connection is still constantly dropping out and I am lucky if I receive a full strength signal on either 3G or HSDPA, If I do get a full signal it is only for a few seconds and then I go back to one or two bars of signal strength, and then none. It is almost impossible to carry out downloads and if this reception issue continues I will be seeking to cancel my contract, within my rights under Australian Law as I am not receiving the service I was promised. As I have previously stated my service was perfect for the first three months and I recommended Vodafone to all my friends as a great internet provider, however that recommendation has since changed, I have no problems with my Vodafone mobile phone reception where I live. I have tried my wifi at Werrington, postcode 2747 without any problems, perfect reception as I used to receive initially at my current location of Doonside, Postcode 2767. I have had this problem "escalated" several times within Vodafone without a satisfactory resolution. Again I ask for this problem to be rectified and if it is not I will be cancelling my contract via the Australian Department of Fair Trading. I also feel I am due for a credit of at least one months service fee due to this problem. I can be contacted anytime tomorrow. Lionel Bannister. Mobile Phone No{Mobile Number Removed}. Broadband Account No [personal detail removed].

[Rrrosco]

The unsubscribe button doesn't seem to work - I click it and it ignores me.

I don't want to know about Pocket Wifi problems any more - I'm delighted to say I've given Vodafone the heave-ho and now have a beatuifully stable service with Optus.

Aaah - bliss - to have a broadband service that actually works and doesn't drop out at least 10 times per hour.

[Madeleine]

Hi Lionel,

LionelBan wrote:

Can I please have my pathetic reception problems rectified in my area, Doonside NSW 2767. This problem has been ongoing for about 6 weeks now and I am fed up with the reception I am receiving, or NOT receiving I should say. My connection is still constantly dropping out and I am lucky if I receive a full strength signal on either 3G or HSDPA, If I do get a full signal it is only for a few seconds and then I go back to one or two bars of signal strength, and then none. I have no problems with my Vodafone mobile phone reception where I live.

Thanks for taking the time to contact us. I'm sorry to hear that this issue has been escalated multiple times already without sufficient resolution from us. From reading your post I have two main questions. First of all, are you able to tell me if your Pocket WiFi is a one or a two? You'll be able to see this on the back of your device. The original Pocket WiFi (The one) will just say "Pocket WiFi" on the back, the two will have "Pocket WiFi 2" on it. The reason I ask is that the network coverage in Doonside now is primarily covered by our new 3G 850Mhz signal. The original Pocket WiFi is not compatible with this. So if you're device is this one, this may explain why it works much better in other areas that have a stronger 2100Mhz signal from our older network. If you're using the original device this could also explain why you're mobile phone is receiving better coverage at home too.

Secondly, have you moved home location within Doonside or have there been any changes to your area in the last 6 weeks? These can involve new buildings going up, using the device in a different area of the home/workplace, etc.  I can see we have commenced an 850Mhz upgrade at the beginning of this month which could possibly be causing some of the interference but not to the extent that you're currently experiencing. 

LionelBan wrote:

I have tried my wifi at Werrington, postcode 2747 without any problems, perfect reception as I used to receive initially at my current location of Doonside, Postcode 2767. I have had this problem "escalated" several times within Vodafone without a satisfactory resolution. Again I ask for this problem to be rectified and if it is not I will be cancelling my contract via the Australian Department of Fair Trading. I also feel I am due for a credit of at least one months service fee due to this problem. I can be contacted anytime tomorrow. Lionel Bannister. Mobile Phone No{Mobile Number Removed}. Broadband Account No [personal detail removed].

The fact that the device still works perfectly in other locations pretty much rules out any hardware issues here. That being said I'd like to rule out all possibilties. What I'd like to get you to try if it's okay with you, is a network reset on the device. All you'll need to do is to follow the Quick Start Guide on our website and flip to page 11 for instructions. Are you able to let me know how you go with this? Or if this is something that you've previously tried, what were the results the last time?

I look forward to your response and working with you to get your broadband service back to the standard that it was before.

Cheers, Madeleine

[LionelBan]

Dear Madeline I have a pocket WiFi 2. I have reset it as per the instructions and I am still experiencing the same problems. Thanks Lionel

[Madeleine]

Hi Lionel,

LionelBan wrote:
Dear Madeline I have a pocket WiFi 2. I have reset it as per the instructions and I am still experiencing the same problems. Thanks Lionel

Thanks for updating me.  I know it can feel like we're not getting any closer to a resolution but by taking these steps it allows me to eliminate these possible causes of the issue.

From here what I'd like to do is to organise for our Network Team to complete an investigation into your experience. What they will do is have a look into the current coverage in your suburb and also assess the impact of the new upgrades that we have happening. It's great that you're WiFi is the the second one in that you will be able to fully utilise the benefits of the new network being built. From there our team will work with you to negotiate an outcome that you're happy with.

So that I am able to get this rolling I've sent you a Private Message with my email address and a unique code which will direct your email to the right place.

I look forward to hearing back from you soon so that we can continue to work together to get your broadband back up and running again.

Cheers, Madeleine

[LionelBan]

Dear Madeleine Sorry to take so long to get back to you but I wanted to see how my Pocket WiFi2 connection performed after the problem was rectified. I have received perfect reception for the last 2 weeks. I am now happy with the resolution performed by Vodafone and will happily recommend Vodafone to my friends again as I am now recievng the same reception for my broadband connection as I was initially. Thanks again for your help Lionel Bannister

[Rebecca235]

I have a poketwifi2 and live at logan 4131 in QLD. First month was amazing then it went a bit slower but we still had fast internet at night or early morning. Last month it just dropped and still is. We are three university students and we are trying to download our lecture slides and webcasts and after hours of downloading (or a simple powerpoint document) it would only be half loaded. There was no use trying to use social media sites as it wouldnt load and searching for information for our assignments had us travelling to uni at weird hours to use the internet there. I have tried turning it off and restarting it with no luck. It had to be restarted every morning just to have this slow crappy internet.

And here is the kicker got our internet bill and we had gone over $120 worth of data!!!!! Only due to downloading the same thing over and over and over cause it would not successfully download the first time. This really annoied us as we hated this whole month with little to no internet to have a shock that we paid the $59 (18GB) data plan + the $120.

Rebecca