Mobile Broadband

[lelonghp]

Hi,

Couple of weeks ago, I purchased Pocket Wifi 2 with $29 prepaid plan. For a few first days, speed was pretty good. But after that 4 days , I've got very slow speed both upload and download (even I got 5 bar of signal).

3G icon on Pocket Wifi keep changing to H and I got very slow speed. I've tried to put Pocket Wifi in another spot in my house, near the windows or even in the garden, nothing changed! I also tried to reset; set the new DNS; flush the cache.. still same thing!

By the way, speed seen to be OK in off-peak time. I tried to use Pocket Wifi in about 6am in the morning and speed it's OK. But I want the device work as advertising with Vodafone network. I saw so many topics in here and look like have a lot of people got the same problem when device switch between 3G to H?!?!

I'm in Cabramatta and network cover is great when I check on Vodafone website. My postcode is: 2166

Please help me to fix the problem because I don't want to pay for what I'm not getting.

Thanks you.

[Bree]

Hey lelonghp,

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lelonghp wrote:

Couple of weeks ago, I purchased Pocket Wifi 2 with $29 prepaid plan. For a few first days, speed was pretty good. But after that 4 days , I've got very slow speed both upload and download (even I got 5 bar of signal).

3G icon on Pocket Wifi keep changing to H and I got very slow speed. I've tried to put Pocket Wifi in another spot in my house, near the windows or even in the garden, nothing changed! I also tried to reset; set the new DNS; flush the cache.. still same thing!

By the way, speed seen to be OK in off-peak time. I tried to use Pocket Wifi in about 6am in the morning and speed it's OK. But I want the device work as advertising with Vodafone network. I saw so many topics in here and look like have a lot of people got the same problem when device switch between 3G to H?!?!

I'm in Cabramatta and network cover is great when I check on Vodafone website. My postcode is: 2166

Please help me to fix the problem because I don't want to pay for what I'm not getting.

Thanks you.

---

It's great to hear that you've purchased a new Pocket WIFI Device. The bad news is that it isn't working as it should.

You're right, the network in Cabramatta 2166 is reasonably strong however it isn't as strong as we would like it to be. I can see that there are a number of upgrades coming to  your area in the next month with new 850MHz layers and also new 2100MHz layers. 

In regards to your device switching between 3G and H, this is great! This means that your device is switching to the HSPA (High Speed Packet Access) this is a performance upgrade to 3G. HSPA allows faster internet connection than our regular 3G network. - So it really is fantastic that your device is connecting to this.

I have this handy link here that gives a run down on all of the network frequencies that you may see on your device in which Vodafone offer.

What I would like to do is just do some troubleshooting with you to make sure that it isn't a Device or SIM card issue that could be causing you to not be able to access the internet whilst on the H network.

Do you have a Vodafone Handset in which you can try your Mobile Broadband (MBB) SIM card in at all? If so can you please let me know if you're able to connect to the internet with no problems? - Remember not to make any calls or texts as this will be charged on top of your data plan and we don't want you to incur any unnecessary over charges on your account.

This will tell us whether or not there is an issue with the device or the network. 

Can you please also try a voice connection SIM in your MBB device and let me know if you're able to connect to the internet? 

I look forward to hearing from you and getting to the bottom of this.

Thank you,

Bree. 

[lelonghp]

Hey Bree,

Thank you for the reply. I also have an iPhone 4s with vodafone. The 3G on my phone is working fine out of my place but it comes back to slow when I'm at home. (Pretty much same speed with Pocket Wifi)

By the way, I can't switch the SIM for the both devices because iPhone got micro-sim tray and I don't have another device which can run the test. I think the problem is about the network around here.

Both 3G on my phone and speed on Pocket Wifi are so slow, and only thing I can do is just wait till next month and see what happen? While I'm still paying for what I do not use?

[Charlotte]

Hi lelonghp,

Thanks for getting back to us I'd love to see this sorted for you as soon as possible. 

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lelonghp wrote:

Thank you for the reply. I also have an iPhone 4s with vodafone. The 3G on my phone is working fine out of my place but it comes back to slow when I'm at home. (Pretty much same speed with Pocket Wifi)

It sounds like it's an issue isolated when you're at home. Have you only recently been having issues with your iPhone mobile internet and did it work well previously? 

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lelonghp wrote:

By the way, I can't switch the SIM for the both devices because iPhone got micro-sim tray and I don't have another device which can run the test. I think the problem is about the network around here.

No worries, if the internet is the same on your phone then this would indicate that there isn't an issue with your Pocket Wifi device. As a further step of troubleshooting, you've done heaps so far and this has really helped, could you please switch your Pocket Wifi to 3G only and let me know how this affects your experience? Please see instructions on how to do this here.

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lelonghp wrote:

Both 3G on my phone and speed on Pocket Wifi are so slow, and only thing I can do is just wait till next month and see what happen? While I'm still paying for what I do not use?

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I'd like to raise a Network Investigation for you now so you'll be more informed about the Network in your area and also improvements which are taking place. If you could please email me with your account details I'll be able to help you further. I've sent you a Private Message with my contact details. 

Look forward to hearing from you soon.

Thank you,

Charlotte