Mobile Broadband

[mel_m]

HI Sarah,

Thanks for your timely reply.  I tried removing the cover of the pocket wifi but unfortunately can't find any button let alone a reset button?

I also don't know what you mean by filling out III part A and B.

Regards,

Mel

[mel_m]

Sorry Sarah,

Found the reset button - did not work.  Connection is still as slow as ever.  It's been getting gradually slower over the last month or two and it's to the point where I'm currently looking at alternative providers.

[Nick]

Hey Mel,

mel_m wrote:

I also don't know what you mean by filling out III part A and B.

Sorry for any confusion. Sarah forgot to include the links to our Troubleshooting Guide in her post.

If you could please run through the steps listed on the guide, which can be found here, and post Part III back here with your relevant results, that will give us a better idea of what's going on, and direct us towards a solution.

Please let us know how you go.

Thanks,

Nick

[mel_m]

Thanks Nick,

Taking out the battery and sim did not fix the issue.  Neither did resetting the device.

I'm not sure if there is an update available for the Huawei device, I could not find anything on the Vodafone website.

Part A:

Postcode: 3143

Suburb: Armadale

Service difficulties (Call drops, Unable to send SMS, slow data speeds, No signal ETC): SLOW data speed

Time of day (AM/PM, times , be specific): No specific time of day, all times

How long has it been occurring: 6-8 weeks

Any other Vodafone users identified the same issues?:  Yes




Part B:

Mobile Device in use: Huawei E585

Device used for isolation test: Samsung Galaxy S2

How long have you had the device? : 14 months roughly (I think)

Any other comments: For the isolation test, I swapped the sim card in my mobile (Samsung Galaxy S2) with the vodafone sim from the pocket wifi.  The internet was slower on my phone using that sim card, but not as slow as on my computer.  I could not test the Huawei device because my sim is pin locked and I wasn't sure how to enter it into the pocket wifi to unlock it

[Sarah_C]

Hey Mel,

You have provided me with very detailed information and has made things a lot easier, so thank you.

mel_m wrote:

Time of day (AM/PM, times , be specific): No specific time of day, all times

As you have said that this you're experiencing slow data speeds at all times of day rather than specific times, this indicates that congestion is not likely the cause of the problem.

mel_m wrote:

Any other comments: For the isolation test, I swapped the sim card in my mobile (Samsung Galaxy S2) with the vodafone sim from the pocket wifi.  The internet was slower on my phone using that sim card, but not as slow as on my computer.  I could not test the Huawei device because my sim is pin locked and I wasn't sure how to enter it into the pocket wifi to unlock it

In regards to your SIM card having a SIM PIN, you can enter this by going to the Pocket WiFi Admin Page when your device is connected to your computer. From here, navigate to advanced settings > SIM. Let me know how you go.

As you have completed all basic troubleshooting, from here I would like to raise a network investigation for you. This means that our network team will perform an investigation to isolate issue and provide you with a suitable resolution based on their findings.

To do this, I will need some account information from you via email. I have sent you a private message containing my email address and information that I will need from you. You can access your private messages by clicking on the small envelope in the top right hand corner of this page, or by clicking here.

Once I receive your email I will be able to raise the investigation for you.

Regards,

Sarah.

[Gil]

Hi Madeleine

This is taking quite long to be solved, especially when I'm having to wait for ages for an internet page to load.

The speed I'm getting from TestMy.Net indicate speeds of 36-40 Kpps Down and 3-183 Kpps Up.  This is horribly slow & disppointing.

Could you please advise on how to terminate my contrat with Vodafone so that I can go back to my previous service provider.

Thanks

Gilbert

[Gil]

Just received another call from Vodafone telling me the same old thing: "somebody else will contact me in a couple of days"!!! Meanwhile time is going and I am still paying for my plan with Vodafone without enjoying the full benefit !!! Frustrating !!!

[mel_m]

I've given up Gil. I just signed up with Optus and as soon as it's connected I'll be cancelling my contract with Vodafone. hopeless internet service and customer service. Am so dissatisfied and will never be a Vodafone customer again. Good luck with your endeavour!

[Jess]

Hi Gil,

I appreciate you getting back to us regarding your Pocket WiFi service.

---

Gil wrote:
Just received another call from Vodafone telling me the same old thing: "somebody else will contact me in a couple of days"!!! Meanwhile time is going and I am still paying for my plan with Vodafone without enjoying the full benefit !!! Frustrating !!!

---

I can see Maddie has emailed you yesterday regarding your service and discussed the fee for your plan.  If you have not received the email from Maddie please let me know and I will organise for it to be forwarded through to you.

Have a lovely afternoon.

Jess