Pocket WiFi problems

Help and Support
Posts: 4,029
Registered: ‎12-12-2011

Re: Pocket WiFi problems

by Help and Support Help and Support
Message 321 of 323 (1,801 Views)

Hi Rebecca,


Rebecca235 wrote: I have a poketwifi2 and live at logan 4131 in QLD. First month was amazing then it went a bit slower but we still had fast internet at night or early morning. Last month it just dropped and still is. We are three university students and we are trying to download our lecture slides and webcasts and after hours of downloading (or a simple powerpoint document) it would only be half loaded. I have tried turning it off and restarting it with no luck. It had to be restarted every morning just to have this slow crappy internet

Experiencing slow data speeds can be very frustrating and I can imagine the impact this has had on your university studies, must be very unsatisfying.


Can you please confirm; do you currently live in Loganlea, QLD 4131? For now I've checked the coverage in the area on our coverage map here and it shows me that using a Pocket WiFi 2 you should receive good 3G data speeds. On this page by clicking the "view improvements" button I can also see that there are a number of plans within the next 3 months, to bring you and other customers a stronger, faster and more reliable network.

Connectivity issues can be caused by many factors including but not excluding; device, SIM and location. From here are you able to please try using your SIM in another device (phone or modem) and let me know if you experience better data speeds. This quick and easy troubleshooting step will help determine if the issue lies with your device.

Did you know that we have an online postcode checker? Using this tool you can check for any known issues or upgrades in the area, that may be impacting your service.  I've checked the 4131 area and haven't been able to locate anything that could be causing you this experience. This doesn't mean that there is not an outage just that one may not have been reported to our technicians.

May I ask; do you have any other Vodafone devices or do you no any other Vodafone users in the area, that are experiencing similar problems with their data connection?


Rebecca235 wrote: And here is the kicker got our internet bill and we had gone over $120 worth of data!!!!! Only due to downloading the same thing over and over and over cause it would not successfully download the first time. This really annoied us as we hated this whole month with little to no internet to have a shock that we paid the $59 (18GB) data plan + the $120.

I can understand that receiving such a large bill can come as a shock, especially if you weren't expecting it.

Is this the first time you've exceeded your monthly data allowance? May I ask how much data was downloaded overall during this bill cycle, when you went over your monthly allowance?

Throughout your bill cycle do you monitor your usage? This can be done through My Vodafone, however please be aware that usage can be displayed up to 48 hours behind. If you haven't yet registered for My Vodafone, you can do this by clicking here.

Working together we will get to the bottom of this issue and I look forward to your reply.


Occasional Visitor
Posts: 1
Registered: ‎01-10-2015

Re: Pocket WiFi problems

by User123454 Occasional Visitor
Message 322 of 323 (1,017 Views)
Have used this device for 9 months now. Firsr mistake was buying a useless contract. DO NOT DO THIS.
1 works fine durring day at home. Once past 4 pm aft it then constantly; as described in 100s of posts, stops for no reason on any type of download.
#1 like most IT tech they will run uou round for ages making you believe its your end. Its not. If its my end why does it work fine very few problems 7 mornings a week? Its like someone hits a switch at 4pm . Question is what servers are being used to link to the internet. When traffic becomes number / bandwith intense locally are vodafone being bumped ? Thus allowing servers provider priority over vodafone ? This should be admitted to customers .... but ha why tell the truth.
Help and Support
Posts: 909
Registered: ‎17-01-2014

Re: Pocket WiFi problems

by Help and Support Help and Support
Message 323 of 323 (993 Views)

Hi @User123454

User123454 wrote:
Question is what servers are being used to link to theinternet. When traffic becomes number /bandwith intense locally arevodafone being bumped ? Thus allowing servers provider priority overvodafone ? This should be admitted to customers .... but ha why tell the truth.

We can definitely check out any issues you're having with your service and get this fixed.  It's our own network and there's no chance of your being bumped off.  You've mentioned having problems at certain times of the day and we can help track down why this might be happening. 

We don't ever want you to think this is your fault, and we're sorry if we made you feel this way.  We would expect troubleshooting steps to be completed to ensure we can help locate where your issues are.  

We'd love a chance to investigate this further with you and chat in email, we've sent you a private message that'll have all the info we need to get this underway. 

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