Mobile Broadband

[sailor]

I had a USB device with Vodafone last year and was happy with the service.  I went overseas, and when I returned and tried to reinstate this service, I was told that the SIM card could not be used any more.  At a Vodafone store in the Cross, it was explained to me that the new pocketwifi service was much better, and I was sold on a plan.  My first trial was in the city, and the service was great.  I am now resident in Brooklyn, (2083) and the service is appalling, worse than an old 28k modem.  The device shows 2G with lots of connection bars, so it gets connected, but to run the internet on my laptop is painful.  A friend showed me the competitor's response, and I am very disappointed with the service I get.  I have signed a contract, but if the service is this poor, I cannot continue.  What are my options?  Can I get better throughput?  It is so poor that I cannot get a download that is crucial.  I would like better throughput.  But if not possible, can I cancel?

[sailor]

I neglected to add that it is a ce95

[James]

Hi sailor,

sailor wrote:

I had a USB device with Vodafone last year and was happy with the service.  I went overseas, and when I returned and tried to reinstate this service, I was told that the SIM card could not be used any more.  At a Vodafone store in the Cross, it was explained to me that the new pocketwifi service was much better, and I was sold on a plan.  My first trial was in the city, and the service was great.  I am now resident in Brooklyn, (2083) and the service is appalling, worse than an old 28k modem.  

Checking out the Brooklyn area, I can see that the quality of coverage varies greatly, depending on where you are in the area. So that I'm able to isolate why your Pocket Wifi isn't picking up a good signal, and what can be done to get it back up to speed, I'd like to ask you a couple of questions, and work with you to get your service running the way it should!

As I've mentioned above, the coverage in your area is quite variable, depending on your position in the Brooklyn area. To get a specific idea of your coverage, can I get you to place your address into our coverage checker, and let me know how many dots you get for indoor and outdoor coverage? This way, I'll know the specific quality of coverage around your home. 

The device shows 2G with lots of connection bars, so it gets connected, but to run the internet on my laptop is painful.  A friend showed me the competitor's response, and I am very disappointed with the service I get.  I have signed a contract, but if the service is this poor, I cannot continue.  What are my options?  Can I get better throughput?  It is so poor that I cannot get a download that is crucial.  I would like better throughput.  But if not possible, can I cancel?

Your device picking up 2G suggests that a 3G connection is not available in your location, or where you are keeping your laptop. Have you tried sitting the Pocket WiFi near a window or outside? If so, did you get any different results, or pick up a 3G signal? I'd also like to know if you've taken the Pocket WiFi down the road or to the next suburb to see if the signal improves. These are all great ways to isolate as to whether the network or the device is hindering your data speeds.

The info you provide from my questions will be much appreciated, and help me get the tools I need to bring your service up to speed!

Kind Regards,

James.

[sailor]

I am on a sailboat on the boat harbor.  The checker gives 5 dots for outdoor and four for indoors.  I move the device and get strong bars indoors.  Down the road, in cafes, there is no change.  It is still 2G.  I haven't tried going to the next suburb, but wherever I go in this part of Broioklyn it is just 2G. 

[Sarah_C]

Hi Sailor,

sailor wrote:

I am on a sailboat on the boat harbor.  The checker gives 5 dots for outdoor and four for indoors.  I move the device and get strong bars indoors.  Down the road, in cafes, there is no change.  It is still 2G.  I haven't tried going to the next suburb, but wherever I go in this part of Broioklyn it is just 2G. 

Thank you very much for providing me with the information that James had requested above.

Do you much time in this part of Brooklyn? There are current some issues that may be affecting your 3G service in parts of Brooklyn, and our technicians are working to have this resolved as soon as possible. This explains why you are receiving 3G in some parts of Brooklyn, and 2G in others.

I have good news, there are three new sites scheduled to be activated in your area by the end of this month! These upgrades will definitely make a huge difference to the quality of coverage you're currently receiving. 

It would be great if you could provide me with any feedback once the upgrades have been completed!

Regards,

Sarah.

[sailor]

Well, it is the end of the month, and where are the upgrades? Surely ONE of the 3 promised sites should hav e made a difference by now? The service is still bad... maybe even getting worse. WHEN will I get decent service?

[Bree]

Hey Sailor,

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sailor wrote:
Well, it is the end of the month, and where are the upgrades? Surely ONE of the 3 promised sites should hav e made a difference by now? The service is still bad... maybe even getting worse. WHEN will I get decent service?

---

I have taken a look into this for you and the reason you are yet to see an improvement is because they are still currently in progress.

You can keep an eye out on the upgrades through our coverage map . Simply click on the dot below the 'Show Coverage' box on the right hand side and select the 'planned in next 3 months'.

I apologise that this is yet to be completed, however I am positive once this has been completed you will see an improvement.

Thank you,

Bree.

[sailor]

You did say.. 'by the end of the month'..

Now you are saying that the coverage map will indicate 'within 3 months'..

I have taken 45 minutes to get the reply screen to answer..  the coverage map is still loading.  45 Minutes.

In the meantime I have cooked dinner and am eating while I wait for the page to load.

I have waited, on your assurance that 'by the end of the month' I would see a big improvement.

I believe that I should get what I pay for.  And I am not going top pay for this non-service.

I am not getting internet service.  By any stretch of the imagination.  It is so painful, that I will be forced to cancel and move to a telco that can deliver.  I asked WHEN would the service be what you promised.  Please answer that.  Thank you.

[sailor]

I have just wasteed an hour trying to download my bill, and in trying to register for myvodafone.  The page has still not loaded, so I called 1555 to discuss my bill.  I was refered to the technical department, and when I gave my postcode, they flat out said I could not get service at this location.  Furthermore, they asserted that there were no plans to offer data services in this area.  No upgrades were coming.  I could get fone service, but not internet.    I was told to call tomorrow if I want to cancel, as they agreed that I would never get the service I wanted at this location.

This disagrees with your 'good news promise' that service was coming.."by the end of the month".

Tomorrow morning I will call and cancel, and then try to find a telco that does offer service in this area. 

Thanks to your assurances, I have wasted a few weeks for nothing in a frustrating funk at appalling internet service.

[Jerome_F]

Hi sailor,

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sailor wrote:

I have just wasteed an hour trying to download my bill, and in trying to register for myvodafone.  The page has still not loaded, so I called 1555 to discuss my bill.  

Thank you for your update on the current experience in Brooklyn NSW.  I can appreciate your frustration with a service continually running as slow as you describe.

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sailor wrote:

I was refered to the technical department, and when I gave my postcode, they flat out said I could not get service at this location.  Furthermore, they asserted that there were no plans to offer data services in this area.  No upgrades were coming.  I could get fone service, but not internet.    I was told to call tomorrow if I want to cancel, as they agreed that I would never get the service I wanted at this location.

This disagrees with your 'good news promise' that service was coming.."by the end of the month".

I would like to have a closer look at this situation for you to bring this issue to a suitable resolution.  As this will involve some account specific details, I have requested via private message that you email us so we are able to continue this discussion via a more secure medium.

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sailor wrote:

Tomorrow morning I will call and cancel, and then try to find a telco that does offer service in this area. 

Thanks to your assurances, I have wasted a few weeks for nothing in a frustrating funk at appalling internet service.

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We can further discuss your wish to cancel through email, and would be able to provide further information specific to your account and the address you are using your device.

I look forward to receiving your email.

Thanks,

Jerome