Mobile Broadband

[steelysteve]

Hi,

I just recently moved 2 numbers across from 3 to Vodafone. Mobile internet browsing is very very slow on both phones.

It takes a minute for a webpage to load up and then another minute for any link to open up. This has been happening from the day I moved from 3 to Vodafone. And as a result I cannot do the normal browsing I do cos its very frustrating. 

a) I have full range mostly with all 4 bars.

b) It happens everywhere and it does not matter if I am bang in the middle of Melbourne CBD or out in the suburbs

c) Phones are HTC Desire HD and iphone4. 

Really thought Vodafone and 3 are the same since Vodafone bought 3. But I just realised they are not the same for sure. 

Mobile Internet Browsing on 3 is way way better than Vodafone.

Really need a solution to this or else I need to either move back to 3 or disconnect as it is not serving the purpose.

Steve

[Sarah_C]

Hi Steve,

I really appreciate that you have taken the time to contact us about your concerns, and I can help you.

Are you having any problems with other services such as calls and TXT, or just internet? 

steelysteve wrote:

It takes a minute for a webpage to load up and then another minute for any link to open up. This has been happening from the day I moved from 3 to Vodafone. And as a result I cannot do the normal browsing I do cos its very frustrating. 

a) I have full range mostly with all 4 bars.

b) It happens everywhere and it does not matter if I am bang in the middle of Melbourne CBD or out in the suburbs

c) Phones are HTC Desire HD and iphone4. 

You have mentioned that your internet speeds are poor in multiple locations, can you please let me know exactly which suburbs? It would also be handy to let me know if one of these locations is your home address. With this information I'll be able to check out the coverage in your area, as well as check for any listed issues. You can also view your coverage by popping your address in to our coverage checker here. 

I have taken a look at the coverage in Melbourne CBD, and there are currently upgrades in progress, and more to come in the near future. Whilst we try to minimise disruptions as much as possible during upgrades, they may temporarily impact your service. You can view the upgrades that area in progress by popping in the Melbourne post code here.

We have some great troubleshooting steps listed on our website here, and it would be great if you could run through these using both phones, and post your answers to Part III A and B back to me in your reply.

I look forward to hearing back from you, and working towards a suitable resolution for you.

Regards,

Sarah.

[steelysteve]

Hi Sarah,

Problem is only with Internet browsing  on the phone. Calls and TXT are fine on both phones.

Locations where I have detected the issues are multiple

Springvale South,

Keysborough

Melbourne CBD

Answers to Part  III A & B below for both phones

Part A: 
Postcode: 3173

Suburb: Keysborough
Service difficulties Very slow data speeds
Time of day (AM/PM, times , be specific): Happens all the time but if you require specific times when I try to browse .. below

8am  - 9am 

4pm - 7pm

How long has it been occurring: From the time I ported to Vodafone from 3. Start of this month

Any other Vodafone users identified the same issues?:  Yep the other mobile i ported across

Part B:

Mobile Device in use: HTC Desire HD
Device used for isolation test: Yet to test.
How long have you had the device? : 1.5yrs

[Nick]

Hi Steve,

steelysteve wrote:

Problem is only with Internet browsing  on the phone. Calls and TXT are fine on both phones.

Thanks for running through the troubleshooting and providing the extra information.

You mention that calls and TXTs are both fine, and that you mainly have the trouble in the morning and of an evening. This points to the most likely cause of the issue being high network traffic during peak times.

At this stage, I'd like to grab some of your details so I can organise for our Network Team to investigate this for you. Are you able to send me an email with your details?

I'll send you a PM with my email address, which you can access by following the link, here. The PM will outline all the details I reuquire to escalate this to the next level.

If you have any other questions, please don't hesitate to let me know.

Cheers,

Nick

[nshb]

totally agree. not just CBD, if you use the data at burwood, less than a block away from the train station, data speed claws at 2-3kb/s most hours on a weekday. absolutely pathetic!!! whereas if you go to BJ, or airport, lighting speed. how on earth the data speed is so patchy? can't voda afford more towers, or what?    

[Maddie]

Hi nshb,

nshb wrote: not just CBD, if you use the data at burwood, less than a block away from the train station, data speed claws at 2-3kb/s most hours on a weekday. how on earth the data speed is so patchy?

Ultimately I want you to be happy with your service and I'll certainly help you with this.

Aside from the actual coverage in your area,there are many factors that can affect your data connection, which includes things like building construction, user numbers, local conditions, hard ware, software and general Internet traffic.

Looking at our online coverage map here I can see that the coverage in Burwood isn't consistent and your experience will vary depending on exactly where you're located. For example if you're located on the edge of our coverage zone, your data speeds will decline compared to when you're in the best coverage area.

You can view the coverage  you should expect to receive in different locations by entering  your device model and an address into our handy online coverage map here.

nshb wrote: can't voda afford more towers, or what?    

We have a lot of work planned in Burwood over the next four months, which will provide you with a much stronger data experience. You can view this work by hitting on the "Improvement map" button located on the bottom right hand side of our coverage map.

At the end of the day I want you to enjoy using data on your device and if you have any further question or concerns, please don't hesitate to let me know.

Thanks,
Maddie