Mobile Broadband

[thaia]

Hi!!!!

Could you please help me!!!

I've been using my pocket for 5 months and now it deceded to not work propely, it keeps changing h to 3g and i cannt even download anything from my email when i m able to open  it...  four days now, driving me crazzy...

the recepcao is the same in everywhere... but if  I place the SIM in a phone its ok... have used the device  in  2 mobiles and 1 XBOX, at particular times, never all at once, never with reduction on service.

its a pocket wifi huaweie585

apreciate any help

thanks thai

[Millie]

Hi thaia,

thaia wrote:

I've been using my pocket for 5 months and now it deceded to not work propely, it keeps changing h to 3g and i cannt even download anything from my email when i m able to open  it...  four days now,

It sounds like we need to do some more tests in order to get a better understanding of the situation. At the moment it is unclear if the issues you are experiencing are a result of the network or your device. These tests will help narrow down the cause of the issue and give me a good idea of what we should do next;

• What model phone did you test the SIM in? I will be interested to know what network frequencies you are connecting to.
• Do you or a friend have a spare Vodafone modem you can test your connection with? If so what model modem did you use?
• What version of the Pocket WiFi do you have? If you look at the bottom of the Pocket WiFi one will say Pocket WiFi 2 and the other will not have this. 
• Have you tried resetting the device and then testing the connection? What was the outcome?

If you could post your responses to the questions I posted above in your reply I can determine our next steps. 

Thanks

Millie

[DriftnutSev7n]

Any news on the Topic?

[gfenwick]

This is ridiculous.

there is obviuously a known problem with the Pocket WiFi 2 series - maybe thats why they're now appearing on ebay at bargain pric es.

ringing Vodafone support is like trying to have a serious conversation with a fire hydrant - they blame everything else but their own hardware

Now I'm getting the joys of locking into H getting now downloads and having to cold reboot the modem

Pocket Wifi 2

Postcode 2905

no problems using 3 or Telstra on same tests using Maxxon BP3's.  

I've been using Vodafone for 3+ years from this location and its always been a history of disconnects and poor signals - despite claimed network upgrades I am finding that connectivity is getting worse.

Seriously, if this was a DVD player and you went to Fair Trade they'd be advising replacement in kind or refund.

Its absurd 

[Caitlin]

Hi gfenwick,

I appreciate how you feel regarding the performance of your Pocket WiFi 2. I can certainly work with you to find the best way to have this resolved for you. 

gfenwick wrote:

I've been using Vodafone for 3+ years from this location and its always been a history of disconnects and poor signals - despite claimed network upgrades I am finding that connectivity is getting worse.

If you use your Pocket WiFi in another location, do you find a significant improvement to your service? Also, do you find you experience these issues during a certain time of the day or anytime? If you place your SIM card into another device (can be a mobile phone), are you able to maintain a stable connection?

gfenwick wrote:

Pocket Wifi 2

Postcode 2905

Our Network News and Updates page indicates upgrades and new 850Mhz sites are scheduled to be completed between now and November this year. So I can understand the coverage at home, could you please take a look at your home address on our coverage checker here and advise me how many dots show in each category for both indoor and outdoor coverage. 

Thanks,

Cait

[gfenwick]

Cait

Thanks for your reply

curently there is 1 dot for indoor.  projection is for 4 dots for July 2012

my frustration is that I keep on getting told my coverage will improve when in actual fact its degrading.

the number of  times I have had disconnects in mid download under vodafone 3g is to the level of 3 per day.

I had to buy three 3G and telstra so as to get reliability (no landlines at my location)

to say I am frustrated and disappointed with  vodafone is a palpable understatement.

I'd add that the number of dropouts I've had since getting the pocket wifi2 has gone up - to the point where I purchased an unlocked  Maxon BP3 to test and establish what the coverage issues were.  I do not have the same problems with the Maxon modem - or with the original E220

[James]

Hi gfenwick,

curently there is 1 dot for indoor.  projection is for 4 dots for July 2012

my frustration is that I keep on getting told my coverage will improve when in actual fact its degrading.

the number of  times I have had disconnects in mid download under vodafone 3g is to the level of 3 per day.

I can understand your level of frustration, and though I am confident that our new network upgrades are going to improve your experience, there are a couple of things I would like to discuss with you in private, in order to progress further towards resolving your issue.

I have sent you a PM with instructions on how to send your information through, and you can access your PM's by clicking this link.

I look forward to speaking with you again.

Kind Regards,

James.

[bethlouise2]

Hi,

I am also having the same problem. I have had my Pocket Wifi 2 since late 2011, and it has worked perfectly up until a few months ago. I live in Murrumbeena, go to uni in inner city Melbourne, and have also tried the device in Canberra, and it is having the same problem in all three places. 

I would really like this problem resolved as this is my only internet at uni.

Thanks,

Beth

[Bruno]

Hi bethlouise2,

bethlouise2 wrote:

I have had my Pocket Wifi 2 since late 2011, and it has worked perfectly up until a few months ago. I live in Murrumbeena, go to uni in inner city Melbourne, and have also tried the device in Canberra, and it is having the same problem in all three places. 

When your modem is displaying H, that means it is connecting to our HSPA network, which is designed to give you a faster connection than when it is showing 3G.

The default setting for your Pocket WiFi is '3G preferred', so it will always search for H where it is available. If you log into your Pocket WiFi dashboard (you can get to it by entering http://pocket.wifi/ in your browser) and click on "Change Settings" you can select 3G only, which will stop your modem from searching for HSPA signal.

Do you have the same issue if you connect the modem directly using the USB cable? 

Can I please get you to switch your modem to 3G only and let me know if you are able to use the internet normally with this setting? 

Generally, if you are losing connectivity when your modem switches to HSPA, it is because you are on the very edge of a HSPA signal. This causes your modem to switch because it thinks it will give you a faster connection, but will mean that you are sometimes unable to connect.

I'm looking forward to your reply so that I can get this sorted out for you. In the meantime, please let me know if you have any other questions or if there is anything else that I can help you with.

Cheers,

-Bruno.

[bethlouise2]

Hi Bruno,

When I switch the pocket wifi to 3G only mode, it still goes onto the H network sometimes. 

It does work a bit better when connected via usb, but not reliably.

Thanks,

Beth