Mobile Broadband

[codral]

Hey mate, please post here if you find a solution... Have you tried using another device to wirelessly or usb tether it? (e.g. a phone)

If you have and it's slow on that it won't be a device problem... I also can't see how vodafone considers 1 minute connection times to sites to be within their service parameters... I'm currently tethering my galaxy s2, using it's telstra connection and pages load instantly, how could this possibly be a problem on my end....

[Nick]

Hey codral and sphell,

Thank you both for providing the extra information.

At this stage, I'd like to grab some details off you so we can take a closer look at your account and work out what's going on. Are you able to email me through some details to help?

I've sent you both a PM with my email address which you can access by following the link here.

I understand that you're keen to get this sorted out as quickly as possible; as am I. If you send through your details I'm sure we can help find a solution.

Thanks,

Nick

[codral]

Further to this, I've discovered that windows 7 automatically manages what connection you're using for the internet, so even if you have the unit plugged in via USB it will override and use it wirelessly (although it will connect to both). In view of this, i went into network and sharing, whilst both were connected, disabled the wifi connection (leaving the USB connection active) and the page connection speed is better. Not hugely better, maybe down to 45 seconds, from a minute... Might be worth trying for anyone out there reading this.

[James]

Hi codral,

codral wrote:
Further to this, I've discovered that windows 7 automatically manages what connection you're using for the internet

Thanks for taking the time to pass on that feedback. If you'd like to pass your info through to Nick as he has requested, We'll continue to assist you by gathering some details and running through some more specific troubleshooting techniques.

If you've got any more questions or queries, be sure to pass them through.

Kind Regards,

James.

[codral]

I have a question... How is it that vodafone asked me for more details which were contained in the first post? They asked whether I have tried a speed test and whether I have tried another device. Seriously this is getting ridiculous. Bad enough that they haven't kept any phone records and every time I called them had to start again, now I've got it written down and they won't even read the thread I was referred from?

Most of the reason I made this thread was so vodafone had all the details in front of them and didn't need to ask me for them the umpteenth time

[Sarah_C]

Hi codral,

---

codral wrote:
I have a question... How is it that vodafone asked me for more details which were contained in the first post?

---

If you had included any personal information in your first post, this will have been removed to protect your privacy.

Any troubleshooting you have run through that is listed in your first post will definitely be taken in to account when we perform an investigation for you, and we won't ask you to repeat something you've already done.

I will need to have a closer look at your account to work our what's going on. To do this I need some personal information from you which can only be obtained via email.

Once I receive your email with the requested information, I'll be able to look in to this further for you.

Regards,

Sarah.

[codral]

I had not included any personal information in my post, all the infrormation vodafone requested was not personal.


I Did however provide the information you requested on the 09/08/2012 and there has since been the reply from vodafone which I mentioned earlier, which i'll provide below (this was account information etc).  Have you just overlooked this?

And the information in this thread has definitely NOT been taken into account, please read below:

Hi 11xxx,

Thanks for sending through your details.

It’s possible that your Pocket WiFi is faulty. The best way to test this is by trying your broadband SIM in another device or phone, and see if you have the same problem. This can give an indication as to whether the Pocket WiFi is faulty or not.
(THIS I CLEARLY OUTLINED IN THE FIRST POST)

I’ve spoken to our Specialist Tech team who are going to look in to this further with you. They asked if I could get some extra information from you first, so that they’re armed with all the information they need before they investigate further.

They asked if it’s possible for to you run a couple of speed test the next time this happens .That way, we can cross reference them with your data speeds to get a better understanding of the issue. Is that OK with you?

(THIS I ALSO CLEARLY OUTLINED IN THE FIRST POST)

I certainly appreciate that you want to get this sorted as quickly as possible, so it would be greatly appreciated if you could run some speed tests and send me the results.

Let me know .

Cheers,

To which I replied:

"Hi.

You didn't read even the first post in my thread? Part of the reason I created it was so tech would have all the information in front of them... I've tried another modem device which is still slow and I've done the speed test, which comes up fine. Can you please read the thread and then let me know if there anything I can do. The phone support kept making me do the same thing over again and I was hoping that thread might save me repeating myself again. "

[codral]

I have given up, just cancelled my service.

Vodafone has also said that will credit me the unlock code to my device (which is worth $75, took some arguing though). 
[personal detail removed] wasn't a personal detail, was the info that you can buy it off ebay for $3

They also had the audacity to ask me if I would want to transfer my service to a friend! hah.

[Nick]

Hey codral,

It's disappointing to hear that you've left already, without giving our Specialist Tech team the chance to have a closer look in to your issue.

codral wrote:

The best way to test this is by trying your broadband SIM in another device or phone, and see if you have the same problem. This can give an indication as to whether the Pocket WiFi is faulty or not.

(THIS I CLEARLY OUTLINED IN THE FIRST POST)

The email that you are referring to was from myself.

You mentioned in your email that you were surprised that we hadn't suggested a faulty modem. As I mentioned in my email, the best way to test if your device is at fault is to test your SIM in a different device, and test your device with a different SIM.

I understand that you'd already tried this, as I read it in your first post. I was unsure from your first post though what the outcome of this test was- you mention your tested your SIM in a Galaxy SII, however there's no mention as to whether this improved things or not. It seems like this may have lead to a misunderstanding.

---

codral wrote:

They asked if it’s possible for to you run a couple of speed test the next time this happens .That way, we can cross reference them with your data speeds to get a better understanding of the issue. Is that OK with you?
(THIS I ALSO CLEARLY OUTLINED IN THE FIRST POST)

I was also aware that you had run a number of speed tests, however I was unsure as to when or where they were run. I would have been happy for you to provide examples of previous speed tests, with a few more details. Specific details can often help to narrow down the possible cause of the issue.

It's great that you were able to run through some comprehensive troubleshooting before bringing this issue to our attention. The information you provided I was able to take to my Specialist Tech team to discuss possible causes and solutions, I'm just sorry that you didn't get the chance to chat with them yourself before making the decision to leave.

If you have any questions, please let us know.

Thanks,

Nick