Mobile Broadband

[mario]

Hi,

since 2 weeks I'm experiencing poor speed and unstable connection with my pocket wifi 2 and my iphone 4S @ the vodafone network in goldcoast, surfers paradise.

from 10am - 23pm the speed varies between 12kb/s and 35 kb/s even with full signal (H), which is not acceptable. i turned my devices of and on, did a reset and tried various locations, which didn't make a difference at all. at night (0am - 6am) the speed is not good but acceptable (~2mbit).

looks like you lack of capacity, as a lot of my friends have the same issues currently... is there anything you can do in the short-run or do I have to switch to telstra? with my prepaid telstra stick I am surfing with an average speed of more than 5mbit.

[mario]

Okay, I'm having this issues since more than 6 hours today. Actually I don't know why I should pay 60 bucks for that crappy network.

Goodbye Vodafone, you just lost another two costumers. Hello Telstra.

[Bruno]

Hi mario,

mario wrote:

since 2 weeks I'm experiencing poor speed and unstable connection with my pocket wifi 2 and my iphone 4S @ the vodafone network in goldcoast, surfers paradise.

from 10am - 23pm the speed varies between 12kb/s and 35 kb/s even with full signal (H), which is not acceptable. i turned my devices of and on, did a reset and tried various locations, which didn't make a difference at all. at night (0am - 6am) the speed is not good but acceptable (~2mbit).

looks like you lack of capacity, as a lot of my friends have the same issues currently... is there anything you can do in the short-run or do I have to switch to telstra? with my prepaid telstra stick I am surfing with an average speed of more than 5mbit.

If you're experiencing very slow data speeds despite showing full signal on your devices, then we really need to take a closer look at what is happening and what I need to do to get it fixed for you.

We value you as a customer and would hate to see you choose to leave us. The issue that you're describing can certainly be caused by a lack of capacity, though there are other issues that can have the same effect. What I'd really like to do, is get our network team to investigate this in more detail for you. That way, we can find out exactly what is happening and what can be done to resolve it for you.

I've sent you a private message with my contact details so that I can get some more specific information from you. Once I receive your email, I can get the ball rolling for you with the investigation and find out what we need to do to get this resolved for you.

In the meantime, please let me know if there is anything else that I can help you with.

Cheers,

-Bruno.

[Malcjohn]

I am having the same problem.

My average speed upload is 272B/s

My average speed dowbload is 1.19Kb/s.

and have 5 bars on my connection icon.

[Sarah_C]

Hi Malcjohn,

Malcjohn wrote:

I am having the same problem.

My average speed upload is 272B/s

My average speed dowbload is 1.19Kb/s.

and have 5 bars on my connection icon.

I certainly don't want you to be having a poor experience using our network, and I'd really like to help you.

Are you also using a Pocket WiFi 2? Do you find that you constantly have slow speeds, or does this only happen at certain times of day? 

So that I can check for any known network issues in your area, as well as scheduled upgrades, can you please let me know the suburb and post code of the area you're having this problem in? Knowing where you are located will also allow me to check out your coverage. 

Have done any troubleshooting to try and resolve the issue? We have a great guide that you can access here, and it would be great if you could run through the steps listed, and post parts A and B back to me?

Once I have the answers to the questions I have asked above, I will be able to run through some additional troubleshooting, and raise a network investigation if necessary. 

Regards,

Sarah.