Pay monthly services

[debrajane]

WHEN IS 'BROADBAND' SPEED IN B14 GOING TO GET FASTER THAN OLD DIAL UP SERVICE????

Have been experiencing connection problems since December. Dongle finally connecting ok, but the speed is as slow as old dial up!!!! Not much use for downloading music for our forthcoming wedding - or anything else really.

If we cannot be supplied with the broadband service we were sold when we signed the contract - can we cancel? We need broadband at home, not in the layby down the road

[declan.paul]

if you cancel the contract you have to pay the remaining months.

You should have had the coverage checked when signing (standard protocol instore now, possibly wasnt then)

VF doesn't gaurantee speed, it's up to 7.2 or whatever it is, they only gaurantee ur usage as in contract (3gb etc)

[debrajane]

declanpaul: thanks for your comment. The service was checked in-store before the contract was signed. The service was excellent from March 08 until late December 2008 when the signal problems started. Since late December we have lurched from no signal strength to normal and back again with a large amount of dial-up speed only thrown in.


eforum: I don't particularly want to cancel the contract, I want the broadband connection I was sold and which was being received from March to December but which I have not received from December to May. When will this happen???

[Wayne]

Hi Debrajane,

I'm sorry to hear that you are experiencing problems here. The contract that you have is for usage of the network and unfortunately 3G is not available in all parts of the country at the moment. Sometimes what can happen is that you are on the edge of a 3G area. The area can then become more popular with mobile phone/mobile broadband users and as such this can shrink the coverage area for 3G.

The fact that you are still able to recieve 2G means that the service is still there which means you have access to the network.

I would love to take a look at this for you so if you can provide me with your full postcode I'll be able to take a look at your area and see if there are any issues.

Thanks

Wayne

eForum Team

[debrajane]

Hi Debrajane,

I'm sorry to hear that you are experiencing problems here. The contract that you have is for usage of the network and unfortunately 3G is not available in all parts of the country at the moment. Sometimes what can happen is that you are on the edge of a 3G area. The area can then become more popular with mobile phone/mobile broadband users and as such this can shrink the coverage area for 3G.

The fact that you are still able to recieve 2G means that the service is still there which means you have access to the network.

I would love to take a look at this for you so if you can provide me with your full postcode I'll be able to take a look at your area and see if there are any issues.

Thanks

Wayne

eForum Team

Wayne,

Full PC is B14 5DU

Thanks,
DebraJane

[Wayne]

Hi Debra

Thanks for that

I've taken a look at this and can confirm there is currently an issue with the 3G Node of the particular cell site covering your area. We are currently awaiting Engineers to get to the site to take a look at this for you.

I'm sure it'll be resolved as soon as possible

Thanks

Wayne

eForum Team

[debrajane]

Hi Debra

Thanks for that

I've taken a look at this and can confirm there is currently an issue with the 3G Node of the particular cell site covering your area. We are currently awaiting Engineers to get to the site to take a look at this for you.

I'm sure it'll be resolved as soon as possible

Thanks

Wayne


eForum Team

Wayne,

Thank you for your reply.

I realise these can take a bit of time to clear, but I was told weeks ago that there was a problem. It is REALLY inconvenient - can you let me know when it is resolved; we are currently having to park in a layby three miles away in order to get a decent service! Just like we had to do over Christmas and New Year.

Regards,
Debra

[debrajane]

Wayne,

Thank you for your reply.

I realise these can take a bit of time to clear, but I was told weeks ago that there was a problem. It is REALLY inconvenient - can you let me know when it is resolved; we are currently having to park in a layby three miles away in order to get a decent service! Just like we had to do over Christmas and New Year.

Regards,
Debra

STILL REALLY REALLY SLOW GOING................

[debrajane]

STILL REALLY REALLY SLOW GOING................

Hey forum guys - any news on the speed being improved?????? - It is still, really REALLY, slow!!!!!

[James]

Heya Debrajane,

I've taken another look at this for you today and it is showing that there acre currently no problems effecting your postcode area.

Can you let me know if you are still getting the slow speeds and also what speed you are receiving.

Once i have tis information i will be able to investigate this for you further.

James
eForum Team

[debrajane]

Heya Debrajane,

I've taken another look at this for you today and it is showing that there acre currently no problems effecting your postcode area.

Can you let me know if you are still getting the slow speeds and also what speed you are receiving.

Once i have tis information i will be able to investigate this for you further.

James
eForum Team

I did a check and the speed was 704Kbps

[Dave]

Hi Debrajane,

Can you confirm if this is more than you previously were experiencing, as this is significantly higher than the old "dial up" speeds you initially described your connection as matching?

DaveN

eForum Team

[debrajane]

Hi Debrajane,

Can you confirm if this is more than you previously were experiencing, as this is significantly higher than the old "dial up" speeds you initially described your connection as matching?

DaveN

eForum Team

Yes, this is considerably slower than we were previously experiencing and very irritating when losing connection in the middle of music downloads for our wedding (in two weeks time) or whilst online banking etc...............I have no idea what the speed for dial up is - the comment was sarcastic - the broadband signal/connection has been so weak it will not remain connected within seconds of connecting and trying to access the internet

[Daz_V]

Hi Debrajane,

It's a shame to hear this, and we have to get to the bottom of this for you.

Below are a few insights from a tech perspective - if you can reply to the specific questions, this will help!

- What colour is your modem light? If it's green this means 2G. You can try setting your VMC (Vodafone Mobile Connect porgram, the one used to connect to the internet) to 3G Only in your settings/tools (depending on your VMC version). You could also try downloading the latest VMC from our website.

- Have you tried an extension cable / longer cable? If your computer is emitting an increased electromagnetic field (perhaps by default or fault), a longer cable is a good way to enhance connectivity. This places the modem away from the computer body, and away from any possible disruption!

- Have you tried the modem SIM in a phone? If the phone is picking up 3G, and can be used as a 3G modem succesfully, then the problem may lie with the modem.

- Have you tried in another location or outside your current place or work / residence? If 3G is fine outside or in another room in the building, then there will be microenvironmental factors affecting your current connectivity. Let us know with as much detail as possible how your experiece varys in other locations!


Whilst I'm confident we'll come to resolution for you, I must state that the modem is not sold with 3G service - environmental factors like high-frequency machinery nearby or new buildings blocking the nearest transmitter are obviously out of our hands. With this in mind, I hope you can see why testing in other locations is so important to see if there is a hardware fault at play.

Please get back to us with as much info as possible, and we'll be able to tell you where we can go next!


Daz

eForum Team

[debrajane]

Hi Debrajane,

It's a shame to hear this, and we have to get to the bottom of this for you.

Below are a few insights from a tech perspective - if you can reply to the specific questions, this will help!

- What colour is your modem light? If it's green this means 2G. You can try setting your VMC (Vodafone Mobile Connect porgram, the one used to connect to the internet) to 3G Only in your settings/tools (depending on your VMC version). You could also try downloading the latest VMC from our website.

- Have you tried an extension cable / longer cable? If your computer is emitting an increased electromagnetic field (perhaps by default or fault), a longer cable is a good way to enhance connectivity. This places the modem away from the computer body, and away from any possible disruption!

- Have you tried the modem SIM in a phone? If the phone is picking up 3G, and can be used as a 3G modem succesfully, then the problem may lie with the modem.

- Have you tried in another location or outside your current place or work / residence? If 3G is fine outside or in another room in the building, then there will be microenvironmental factors affecting your current connectivity. Let us know with as much detail as possible how your experiece varys in other locations!


Whilst I'm confident we'll come to resolution for you, I must state that the modem is not sold with 3G service - environmental factors like high-frequency machinery nearby or new buildings blocking the nearest transmitter are obviously out of our hands. With this in mind, I hope you can see why testing in other locations is so important to see if there is a hardware fault at play.

Please get back to us with as much info as possible, and we'll be able to tell you where we can go next!


Daz

eForum Team

thanks for your input - todays download is 32kbps!!!

the modem works perfectly ok in a CV37 location but has been problematic in B14 since Christmas, it works fine about 2 miles away from B14

the sim works in a phone

if there is a probelm with the modem how do i get it replaced

the store checked 3G connectivity at our home location in B14 and indeed it worked fine from March 2008 until Christmas 2008

[debrajane]

thanks for your input - todays download is 32kbps!!!

the modem works perfectly ok in a CV37 location but has been problematic in B14 since Christmas, it works fine about 2 miles away from B14

the sim works in a phone

if there is a probelm with the modem how do i get it replaced

the store checked 3G connectivity at our home location in B14 and indeed it worked fine from March 2008 until Christmas 2008

REALLY NOT HAPPY................
HAVE JUST DONE SPEED CHECK - DOWNLOAD IS REGISTERING 32KBPS. WHY ARE WE NOT GETTING THE SERVICE WE RECEIVED WHEN WE FIRST SIGNED UP TO THIS DONGLE AND WHEN ARE WE GETTING THE SERVICE IMPROVED TO A USABLE STANDARD - HOW DO WE GET A REFUND FOR THE LAST MONTH DURING WHICH TIME THE DONGLE (PURCHASED TO USE AT HOME) HAS NOT BEEN CONNECTING MORE TIMES THAN IT HAS AND EVEN THEN HAS BEEN TOO SLOW TO BE OF ANY USE

[KD]

Hi debrajane

I know this is a really difficult situation for you.

As there are no issues with the masts in your area and the modem works elsewhere, we will need some more information from your account to be able to get to the bottom of this for you.

I'm sending you an email. If you don't see it right away - check your spam/junk folders as we can get lost in there. Reply with your details and we will get an answer for you.

Speak to you soon.



Kirsty
eForum Team