Mobile Broadband Problems

[thornton07]

Hi

I have a contract with Vodafone for Mobile Broadband & Mobile Phone.

The phone service is excellent and cannot complain, but my mobile broadband is an absolute joke. It has never been the fastest and never has had more than 1 or 2 bars on for signal (Sometime even just shows 0)but the last 4-5 months have been even worse. It continually loses all connection so I have to unplug the dongle and start again. I can pretty much only get signal in one corner of my house(This has always been the case) but the connection speed is soooooo slow. It literally takes 3-4 mins to upload 1 page. I also very rarely get 3G network. Im really not happy and looking at getting rid of Vodafone to get in Sky Broadband.

Does anyone know how I can go about cancelling my contract

[Retired-Andrew_]

Hi thorny,

I am sorry to hear that you are experiencing excruciatingly slow speeds when using your Mobile Broadband device, and I can certainly appreciate why you are so dissatisfied with this service.

Can I firstly ask, you mention you have a mobile handset with us, are you able to pick up any sort of 3G connection with the mobile handset or is it the same with both devices?

I would like us to take a look in to this for you, If you could provide us with your post code so we can see why there is such a slow connection on the Mobile Broadband 3G service in your local area.

Just finally to mention, the disconnection, I would assume that the contract isn't near to it's end date, if this is the case then there would be an early disconnection fee for the immediate disconnection to occur. although I would like to think that we can avoid this by obtaining a valid reason to why the broadband speeds are so slow.

Many thanks

Andrew
eForum Team

P.S. If there are other Broadband users who are experiencing issues with their speeds, please check your local 3G coverage firstly by using out online Mobile Broadband coverage checker.

[thornton07]

Hi thorny,

I am sorry to hear that you are experiencing excruciatingly slow speeds when using your Mobile Broadband device, and I can certainly appreciate why you are so dissatisfied with this service.

Can I firstly ask, you mention you have a mobile handset with us, are you able to pick up any sort of 3G connection with the mobile handset or is it the same with both devices?

I would like us to take a look in to this for you, If you could provide us with your post code so we can see why there is such a slow connection on the Mobile Broadband 3G service in your local area.

Just finally to mention, the disconnection, I would assume that the contract isn't near to it's end date, if this is the case then there would be an early disconnection fee for the immediate disconnection to occur. although I would like to think that we can avoid this by obtaining a valid reason to why the broadband speeds are so slow.

Many thanks

Andrew
eForum Team

P.S. If there are other Broadband users who are experiencing issues with their speeds, please check your local 3G coverage firstly by using out online Mobile Broadband coverage checker.

Hi Andrew,

My phone has coverage but again very rarely 3G. My postcode is NE16 5XS. When checking your coverage checker is shows that I should easily be able to get 3G.

Lastly how is it that your customers have to pay a disconnection fee if, through no fault of our own, your internet speed and coverage becomes unbearable?

Thanks for looking into this Andrew

[Retired-Wayne]

Hi Thorny

Thanks for coming back to us with your postcode here. I've just checked our slightly more specific coverage checker and can confirm that 3G coverage is very patchy which means you will only get outdoor coverage. 2G will be absolutely fine though.

The disconnection fee is there because this is what the duration of the rest of the contract would cost. Vodafone cannot garantee signal within houses due to the fact that electrical devices within the house can cause interfernce. Also, the contract that you have is for the connection to the network. At the moment you should have brilliant connection to our 2G network. Can you confirm that you have selected 2G only on your broadband. Does this stay stable?

Please let me know and we'll help as much as we can

Thanks

Wayne

eForum Team

[thornton07]

Hi Thorny

Thanks for coming back to us with your postcode here. I've just checked our slightly more specific coverage checker and can confirm that 3G coverage is very patchy which means you will only get outdoor coverage. 2G will be absolutely fine though.

The disconnection fee is there because this is what the duration of the rest of the contract would cost. Vodafone cannot garantee signal within houses due to the fact that electrical devices within the house can cause interfernce. Also, the contract that you have is for the connection to the network. At the moment you should have brilliant connection to our 2G network. Can you confirm that you have selected 2G only on your broadband. Does this stay stable?

Please let me know and we'll help as much as we can

Thanks

Wayne

eForum Team

Hi Andrew

No I haven't got just 2G selected as when I was sold the contract I was told I was in a good to excellent 3G service area (Which they actually showed me on the computer using your 3G Checker online). 2G was never mentioned and would 2G not make it slower anyway?

If this is the case and my only good connection would be 2G yet I was sold a 3G service by a Vodafone employee who also advised I would probably see speeds of 7.2 mbps, again I have to ask the question why should Vodafone customers have to pay a disconnection fee when we are sold something which then turns out to be untrue? At the end of the day I was sold a 3G Mobile Broadband Service and now I am being told I may only be able to use 2G? How is that fair?

Thanks

[Retired-Adam_V]

Hi Andrew

No I haven't got just 2G selected as when I was sold the contract I was told I was in a good to excellent 3G service area (Which they actually showed me on the computer using your 3G Checker online). 2G was never mentioned and would 2G not make it slower anyway?

If this is the case and my only good connection would be 2G yet I was sold a 3G service by a Vodafone employee who also advised I would probably see speeds of 7.2 mbps, again I have to ask the question why should Vodafone customers have to pay a disconnection fee when we are sold something which then turns out to be untrue? At the end of the day I was sold a 3G Mobile Broadband Service and now I am being told I may only be able to use 2G? How is that fair?

Thanks

Hi thorny,

I have to agree with my friend Wayne with regards to the signal. The good news is the Mobile Broadband dongles are designed so they can connect to both the 2G and 3G networks . If a 3G signal isn't available then the dongle will connect via 2G - you're right it is a slower bandwidth but it maximises a connection. 3G behaves in a different way to 2G and based on our in-house coverage checkers you're most likely to get outdoor 3G coverage with your dongle at your post code (for the time being).

We cannot guarantee 3G coverage throughout all buildings however our Mobile Broadband contracts are designed to provide an internet service throughout the UK and for this reason an early termination fee would apply. If a site had been decomissioned by us and you lose complete coverage then we would happily accept responsibility for early termination of a contract.

I hope this answers your queries but please feel free to drop us any questions and I'll do what I can to help you out

Thanks,

Adam
eForum Team.