Mobile Broadband

[Gil]

Hi there

My Vodafone Huawei E585 Pocket Wifi is extremely slow. I live in Burns Beach, WA, and get very frustrated with this slow internet connection.
It would be appreciated if anybody could provide some assistance.

Many thanks

Gil

[Madeleine]

Hey Gil,

Gil wrote:

Hi there

My Vodafone Huawei E585 Pocket Wifi is extremely slow. I live in Burns Beach, WA, and get very frustrated with this slow internet connection.
It would be appreciated if anybody could provide some assistance.

I appreciate you taking the time to come to us with this. We want you to be 100% happy with your service and I apologise that this hasn't been the case for you lately. I understand how irritating it can be when your waiting forever for a page to load. You've come to the right place and I can certainly help you out from here.

I've had a look on our Coverage Checker at Burns Beach, WA to see what the network expectation currently is in your area. As a whole suburb the indoor 3G signal doesn't look as great as I'd like it to be for you. So that I can check whether this is the same result for your specific home location, can I get you to pop your full address into the checker above and let me know how bars of indoor and outdoor coverage it shows? The reason that I ask this is that the coverage availability can vary in different areas of the same suburb. I'd like to ensure that we're both on the same page.

How long have you had your broadband service with us? Is it prepaid or postpaid? Have you found the Internet connection to have always been this slow or has this worsened recently? Thanks for letting me know your device type too. I believe your WiFi 585 could also be contributing to the slow internet experience that you're having. This device is only compatible with one of the two 3G signals avaialble in Burns Beach. (2100Mhz network)  We have a new WiFi (Pocket WiFi 2) available which will be able to run from both signals. (2100Mhz and the new 850Mhz) The 850Mhz signal is the stronger one in your area. You can view these new 850Mhz compatible devices on our website here.

I can see we have some 850Mhz 3G upgrades planned over the next few months in Neerabup North and Currambine South. Are these suburbs anywhere near you? Even though your device isn't currently compatible with this frequency, these sites should free up some extra signal for you in Burns Beach. This is due to the fact that users closer to these areas with compatible devices will begin to run from these towers instead.

I look forward to hearing back from you soon so that we can continue to work together on this.

Cheers, Madeleine

[Gil]

Thanks Madeleine

I have had this postpaid broadband service plus my mobile phone on a plan with vodafone since March 2012. I have a HUAWEI E585 Pocket Wifi 2.  I must admit that the Internet connection was reasonable in the beginning.  This has deteriorated over the last couple of months, and even worst for the last week. 

The coverage checker gives me the following results: 3G Talk (2100) - Indoor (Nothing) - Outdoor (3 blue dots). 

And yes, Currambine is quite near to Burns Beach.

Please let me know what these results mean & what should I do to improve my Internet connection.

Cheers

Gil

[Madeleine]

Hey Gil,

Gil wrote:

I have had this postpaid broadband service plus my mobile phone on a plan with vodafone since March 2012. I have a HUAWEI E585 Pocket Wifi 2.  I must admit that the Internet connection was reasonable in the beginning.  This has deteriorated over the last couple of months, and even worst for the last week. 

The coverage checker gives me the following results: 3G Talk (2100) - Indoor (Nothing) - Outdoor (3 blue dots). 

And yes, Currambine is quite near to Burns Beach.

Please let me know what these results mean & what should I do to improve my Internet connection.

Thanks heaps for clarifying that. I apologise for the misunderstanding. When I popped the Huawei 585 into our Coverage Checker it only brought up the original Pocket WiFi rather than the 2. The Pocket WiFi 2 is compatible on both our network frequencies available in Burns Beach. The blue dots that you can see on our Coverage Checker show the new 850Mhz network that we're rolling out. This is great because it means the upgrades in Currambine will directly provide you with improvement once complete. Do you have the same issues with data on your phone as well?

The main thing that is concerning me at this point in time is the deterioration in your network experience over the last couple of months and recent week. I'd like to investigate this further if that's okay. So that I can do this I'll need to verify some account details with you in a more secure environment. I've sent you a Private Message here with my email address along with the info I'll need.

I hope to hear back from you soon so that we can continue to work together on this.

Cheers, 

Madeleine

[MAYhien]

This was what i did and it worked for me. I checked the channels of The wifi surrounding me and found that channel 1 was not being used so i Manage settings > advanced settings > Wifi basic settings > Channel and changed the value to 1 Sometimes if you have a wifi near you with the same channel, it can clash.

[Gil]

Hi Madeleine

I've replied to your private message. Do you know when this upgrade in Currambine is coming up?

I'm starting to wonder if I made the right move by changing to Vodafone in March 2012. I had a much much better internet connection with the previous service provider. It never slowed down unless I overused my data, whereas Vodafone charges for extra data used at such slow speed. Very Frustrating !

It will be appreciated if thos could be sorted out soon.

Cheers

Gilbert

[Gil]

Thanks May Hien... I will try that.

[Amy_W]

Hi Gilbert,

I hope you're having a fantastic weekend so far. 

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Gil wrote:

Hi Madeleine

I've replied to your private message. Do you know when this upgrade in Currambine is coming up?

I have come across your email reply to Maddie and you're more than welcome to use email correspondence to ask any questions regarding the upgrades and investigation.

Once we have set a date for an upgrade to occur, when it's within a 3 month window we will display the information within our Coverage Checker. Simply enter your suburb of Currambine. At this stage I am unable to provide a specific time frame, as the completion dates are not yet set.

You can also follow our Network Blog which is updated each week with the upgrades that have been 100% completed and planned upgrades over the coming weeks.

As soon as our technicians complete your investigation, they will provide you with their findings. We can then put the steps in place to correct any issue that may be in place and ensure you're move to Vodafone was the right decision.

Cheers,

Amy

[mel_m]

Hi,

I also have a Huawei E585 on the $29/18GB plan.  My usage is becoming increasingly slow and with it, my frustration levels are becoming increasingly higher.  I live in Armadale VIC and from what I can gather from the Vodafone website, all upgrades have been completed and there have been no network disruptions. 

I am nowhere near the limit of my plan and I am not downloading anything in the background - merely trying to gain access to web pages that in the past I have had no issues with.

Could someone please advise me on how to rectify this?

Regards,

Mel

[Sarah_C]

Hey Mel,

I appreciate that you have taken the time to express your concerns, and you have definitely come to the right place for help.

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mel_m wrote:

I also have a Huawei E585 on the $29/18GB plan.  My usage is becoming increasingly slow and with it, my frustration levels are becoming increasingly higher.  I live in Armadale VIC and from what I can gather from the Vodafone website, all upgrades have been completed and there have been no network disruptions. 

When did you start experiencing slow speeds with your Pocket WiFi? You've mentioned that you were able to access web pages fine in the past, which means that something is occurring to prevent you from accessing these pages now.

You're correct in saying that there are no upgrades or disruptions in the immediate area, however there are upgrades currently taking place in Prahran. Once the upgrades have been completed any tension on the towers in your area will be released and you may notice an improvement in your internet speed. You can view information on the upgrade by popping in the Prahran post code (3181) here. 

I'd like to run through a couple of troubleshooting steps with you to try and identify the cause of the problem. Can you please reset your Pocket WiFi? You'll be able to find the reset button by removing the back cover. This will reset the connection between your modem and our network, and will eliminate most connection issues.

We have some additional steps you can try here, and it would be great if you could also fill out part III A and B and post it back to me in your reply.

From here, I'll be able to take the steps necessary to get you back up and running.

Regards,

Sarah.