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Mobile Broadband

Why is it so difficult to get a 4G SIM Data Card activated on 4G?

3: Seeker Silver

 

I am a Managing Director of a specialist 4G mobile broadband supplier in Devon and Somerset and Dorset and just lately Cornwall, and an approved supplier of the Government Better Broadband scheme and Connecting Devon and Somerset Scheme for people with poor landline speeds.

.

Our target customers are businesses, home consumers, park home areas, in rural areas (outside of the FTTC network) and park homes.

 

We have lots of customers that can use 4G with our systems and get signals on a good line of sight for upto 10-15 miles away from a 4G mast. Most of the best infrastructure in the South West is Vodafone and EE. We use unlocked 4G routers and high gain 4G antennas

 

We have in the past tried many times to get customers on Vodafone, 4G, on monthly contracts either a year or a 30 day rolling contract but alot of problems always arise,  because the current situation is not working.

 

The sales or technical department don’t seem to understand what we do. They just seem to think 4G sim only cards are for phones and tablets. We use a TP Link MR200 which works with a 4G Vodafone SIM card beautifully (sets up the APN settings automatically) which is attached through low loss gain cables to our powerful 4G antennas. It should be just plug and play.

 

But

  1. The cards often arrive not activated
  2. There are no instructions or telephone number given to activate it
  3. Some customers if they have been activated. have been activated on 3G only, even though they are purchasing a 4G sim
  4. We have had customers not capped. Even though you can stop the allowance in the router to stop you going over your allowance, most customers don’t know how to do this or have the time to learn, so we are disappointed to find some customer being charged money without knowing they have gone over their allowance, and don’t know that the SIM Card has to be asked to be “capped”

 

We do about 30-40 installs a month on both EE and Vodafone. We give alot of business to Vodafone and all we get are headaches. Our customers have even been told by the sales team or technical team that our equipment does not work or not fit for purpose. 

I don't know why Vodafone even sell 4G data only Sim Cards, when they dont know what they can be used for, not just tablets!

I am a Managing Director  of a specialist 4G mobile broadband supplier in Devon and Somerset and Dorset and just lately Cornwall, and an approved supplier of the Government Better Broadband scheme and Connecting Devon and Somerset Scheme for people with poor landline speeds.

.

Our target customers are businesses, home consumers, park home areas, in rural areas (outside of the FTTC network) and park homes.

 

We have lots of customers that can use 4G with our systems and get signals on a good line of sight for upto 10-15 miles away from a 4G mast. Most of the best infrastructure in the South West is Vodafone and EE. We use unlocked 4G routers and high gain 4G antennas

 

We have in the past tried many times to get customers on Vodafone, 4G, on monthly contracts either a year or a 30 day rolling contract but alot of problems always arise,  because the current situation is not working.

 

The sales or technical department don’t seem to understand what we do. They just seem to think 4G sim only cards are for phones and tablets. We use a TP Link MR200 which works with a 4G Vodafone SIM card beautifully (sets up the APN settings automatically) which is attached through low loss gain cables to our powerful 4G antennas. It should be just plug and play.

 

But

  1. The cards often arrive not activated
  2. There are no instructions or telephone number given to activate it
  3. Some customers if they have been activated. have been activated on 3G only, even though they are purchasing a 4G sim
  4. We have had customers not capped. Even though you can stop the allowance in the router to stop you going over your allowance, most customers don’t know how to do this or have the time to learn, so we are disappointed to find some customer being charged money without knowing they have gone over their allowance, and don’t know that the SIM Card has to be asked to be “capped”

 

We do about 30-40 installs a month on both EE and Vodafone. We give alot of business to Vodafone and all we get are headaches. Our customers have even been told by the sales team or technical team that our equipment does not work or not fit for purpose. 

I don't know why Vodafone even sell 4G data only Sim Cards, when they dont know what they can be used for, not just tablets!

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44 REPLIES
3: Seeker Silver

I am a Managing Director  of a specialist 4G mobile broadband supplier in Devon and Somerset and Dorset and just lately Cornwall, and an approved supplier of the Government Better Broadband scheme and Connecting Devon and Somerset Scheme for people with poor landline speeds.

.

Our target customers are businesses, home consumers, park home areas, in rural areas (outside of the FTTC network) and park homes.

 

We have lots of customers that can use 4G with our systems and get signals on a good line of sight for upto 10-15 miles away from a 4G mast. Most of the best infrastructure in the South West is Vodafone and EE. We use unlocked 4G routers and high gain 4G antennas

 

We have in the past tried many times to get customers on Vodafone, 4G, on monthly contracts either a year or a 30 day rolling contract but alot of problems always arise,  because the current situation is not working.

 

The sales or technical department don’t seem to understand what we do. They just seem to think 4G sim only cards are for phones and tablets. We use a TP Link MR200 which works with a 4G Vodafone SIM card beautifully (sets up the APN settings automatically) which is attached through low loss gain cables to our powerful 4G antennas. It should be just plug and play.

 

But

  1. The cards often arrive not activated
  2. There are no instructions or telephone number given to activate it
  3. Some customers if they have been activated. have been activated on 3G only, even though they are purchasing a 4G sim
  4. We have had customers not capped. Even though you can stop the allowance in the router to stop you going over your allowance, most customers don’t know how to do this or have the time to learn, so we are disappointed to find some customer being charged money without knowing they have gone over their allowance, and don’t know that the SIM Card has to be asked to be “capped”

 

We do about 30-40 installs a month on both EE and Vodafone. We give alot of business to Vodafone and all we get are headaches. Our customers have even been told by the sales team or technical team that our equipment does not work or not fit for purpose. 

I don't know why Vodafone even sell 4G data only Sim Cards, when they dont know what they can be used for, not just tablets!

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17: Community Champion

Hi @crunchieeagle

 

 

There are official Vodafone Teams who read all posts and engage where they can. 

 

Please give them a little time to catch up with your thread. 

IMG_0985.JPG

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Moderator

@crunchieeagle Thanks for getting in touch and for your feedback. 

 

I'll pass your comments on to help us improve our services in the future. 

 

Please feel free to pass the following information on to your customers: 

 

  • Activating a SIM - If you've purchased a new SIM, this would already be activated. Although Pay monthly can take up to 12 hours and Pay as you go would need to topped up first. 
  • Whether the customer gets a 3G or 4G service, would depend on the coverage in their area. It's best to look at our Network Status Checker first. 
  • If eligible, a data cap can be added through the customers My Vodafone app or online account. 

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3: Seeker Silver

Thanks Coleen for your answer.

 

The trouble is we use High gain 4G LTE antennas, (not repeaters) which go on the outside of a house (about a size of a burglar alarm) which can (on a good line of sight) boost a 4G signal from up to 10 miles away from a mast. Like this one. Some of our antennas have 24 DBi Gain. 

 

http://poynting.tech/product/xpol-2/

 

We work out where the 4g signal is coming from (where the mast is), and which network provider is providing the signal and what strength it is by using a LTE analyser

 

So people can get 4G internet into their house by attaching the antenna to a 4G router like this one, which we install.

 

http://www.tp-link.fi/products/details/cat-4691_Archer-MR200.html

 

So people can get high-speed broadband into their home where landline Broadband are very slow.

 

So ALL 4G sim NEED TO BE ACTIVATED AS 4G! 3G doesn't give fast enough speeds. We do not install people/businesses who cannot receive a decent 4G signal/speed.

 

Also customers are just receiving a piece of paper with their sim card number on it, and order number. No account or 4G card phone number, and SIM cards sent through the post are not activated and when they get activated they are activated only on 3G and NOT 4G, even though all our customers will be in 4G areas. EE sent out 4G cards as requested but why do vodafone only activate them on 3G and not 4G and they are being sold as 4G Sim Cards?

 

I hope this make sense.

 

Thanks

 

 

 

 

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3: Seeker Silver

Hi there

            Did you get a solution to this ? I`ve just received my 4g data sim and as you say it came in a plain envelope with a delivery note and nothing else. I intend to use it in a 4g router but have put it in my phone for now and it is showing as connected to 3g only although I`m in a 4g area. I`m wondering does it take time to register on the 4g network or is there something else I should do ?  Many thanks for any help.

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3: Seeker Silver

I haven't pipcoo. Still waiting.............

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3: Seeker Silver

I`ve posted a question in the network queries forum so will let you know if I get a solution.

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3: Seeker Silver

After reading other threads on this board about the problems people are having with Sims not working or being charged for going over the data limit because the data cap does not work, I am inclined to just cancel my contract and stick with EE.

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3: Seeker Silver

You do have a grace period where you can just cancel.

 

I have to sell vodafone sim cards, because sometimes people cannot pick up 4G EE. I would like to work with vodafone to sort this problem out, but have tried for 3 months, and thought, i will try these boards, to see if i can get an answer. Not having much luck here either.

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3: Seeker Silver

I found a cancellation form (quite well hidden ! ) and downloaded it and sent it by post as I`ve had bad experiences with web chat and call centres before saying things have been cancelled when they weren`t. It`s a shame as it was a good offer of 50GB per month for £25 as I pay £28 for 32GB with EE but at least it works ! I find it unacceptable that Vodafone sell plans on their website that are not as advertised and that very important parts of the software i.e. the data cap do not appear to work either causing people to rack up big bills. It must be a nightmare for you running a business and then have things not work as expected and not getting much help that is of any use.

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3: Seeker Silver

Me too.. They are selling something that is not fit for purpose. EE are better deals than that, worth giving them a call.

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3: Seeker Silver

As a final try I just went onto live chat and told them about the problem, they said hold on a minute and we`ll sort it out and guess what ? I now have 4g/LTE connection ! It still doesn`t alter the fact that you shouldn`t have to do this and that the sim should work "out of the box" but I`m now considering cancelling the cancellation !

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3: Seeker Silver

Congratulations. I have done the same after a week trying 2 months ago. Trouble is i am telling people that vodafone is the strongest 4G signal in the area, as I install 4G antennas to go with their modems in rural areas, so people either call vodafone or get a 4G sim from the shop and it is not activated. They then won't talk to me as I am not the account holder. And round in circles we go. This thread has been on here for over a week, and no one from Vodafone has come up with an answer, except for one saying it works and it doesn't.

 

I dont know how Vodafone are getting away with this poor level of service. It is a mess.

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3: Seeker Silver

Yeah, I was thinking about your case and the problems it would cause you having to try to activate each sim individually. I live in a rural area with no (usable) fixed line BB but 4g is a solution of sorts for me albeit with usage limits but the Vodafone is the best allowance I`ve seen so far but with the problems of getting it set up I couldn`t recommend it to others.

 

                                                           It`s frustrating as Vodaphone has the best coverage in my area and I don`t understand how they can`t fix this problem when others can e.g EE. I also don`t understand it from Vodafones point of view of the lost business for them. In your case you could give them a lot of extra customers if it was simple to set up. Have you thought of contacting someone senior in Vodafone explaining how this problem is costing them potential business ? Perhaps when they realise it`s affecting the bottom line they`ll tackle the issue !

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3: Seeker Silver

Yes I have. Ian Curtis has been the only helpful person so far. he is trying to get us on a distribution portal system so we can activate the 4G sim cards ourselves, but all this take time.

 

But this wont resolve the general problem vodafone have mate

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3: Seeker Silver

I was having a look at the settings for the data sim in My Vodafone and I turned the data bar on and the sim went back to only connecting at 3g so I`m thinking the problem with these cards may be that the data bar is on by default and so stopping them working properly out of the box. Can also confirm that the data cap does not work

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3: Seeker Silver

It is just so shocking and embarrassing to Vodafone that a company can't even provide a SIM card to 4G To make matters worse, it can't even sell and make a simple card to perform that it is supposed to, I might raise this to ombudsman and ofcom because what they are doing is not just morally wrong, its just plain misguided incompetence

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3: Seeker Silver

It can be done, but Vodafone are so incompetant

 

From a very patient customer.

 

I went into the shop half an hour ago and he checked and for some reason the box had been unticked during the process and marked as pending. He re ticked and I have just this moment checked it - download speed of 40 upload of 1.5 - so all looking good at this moment.

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Moderator

@crunchieeagle

 

I have sent you a private message on how to get in touch with us.

 

Once you've followed the link, we'll be in touch.

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