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Hello Maddisonk
Welcome to the eForum
I'm sure I can help shed some light on the situation, since you've mentioned the initial connection was on 3G it stands to reason that the signal may not have been strong enough, although this is subject to further testing.
I've checked the coverage and signal strength as per your postcode (in you eForum profile), the map shows normal coverage for both 2G and 3G, in addition all the sites are working fine, you may want to take a look (and bookmark) our Coverage Maps for convenience.
As an immediate fix please do the following:
1. Remove the sim from the modem
2. Insert it into a Vodafone Mobile
3. Attempt to browse Vodafone live to refresh the data connection
4. Pull out of phone (without switching phone off first)
5. Replace into modem and reboot computer
Please monitor any improvements and let us know, I'd also advise registering for the My Account service since this will come in handy for content control and numerous other self service applications,
Thanks
Reidar
eForum Team
Welcome to the eForum
I'm sure I can help shed some light on the situation, since you've mentioned the initial connection was on 3G it stands to reason that the signal may not have been strong enough, although this is subject to further testing.
I've checked the coverage and signal strength as per your postcode (in you eForum profile), the map shows normal coverage for both 2G and 3G, in addition all the sites are working fine, you may want to take a look (and bookmark) our Coverage Maps for convenience.
As an immediate fix please do the following:
1. Remove the sim from the modem
2. Insert it into a Vodafone Mobile
3. Attempt to browse Vodafone live to refresh the data connection
4. Pull out of phone (without switching phone off first)
5. Replace into modem and reboot computer
Please monitor any improvements and let us know, I'd also advise registering for the My Account service since this will come in handy for content control and numerous other self service applications,
Thanks
Reidar
eForum Team
Hi Maddisonk,
Thanks for tyrying that - the reason for the switch is not just to test the SIM card, but also to force the network to refresh it's connection to it - the complete change of connection causes it to referesh completely. When you popped the SIM back in the modem, the same happened again. This way any issues with the connection suffering a glitch are cleared.
Because of this, can you confirm if when you swapped the SIM back the issue recurred?
Just for reference, are you also able to try the modem in a different computer/laptop - this will help to see if something in the software is the cause even after the reinstalls, for example a conflict - and at a different location, which will just rule out the unlikely scenario of something having started causing an issue at the home location. By ruling these out, it will make it much easier to diagnose.
If the problem is consistent, then as you say a fault with the dongle is likely. I would recommend popping into your local shop with the Modem and laptop (you don't say if it's a laptop or PC, but if it's a laptop that would help both with the location test and this
) so that they run tests such as a different SIM card to see if it recurs. If the modem's the cause, then you'd need to arrange a repair - you'll find all the information you'll need for that here.
I'm confident we can sort this. If any off the tests suggested don't suffer from the same problem,. let us know which and this will help us pinpoint the source of the problem!
DaveN
eForum Team
P.S. We're always looking for feedback on how we're handling queries for customers, so if you want to leave any on how I've handled your query today, then if you want, you can click the link in my signature below and complete the quick form. Any feedback is appreciated and helps to ensure that we're offering the best service we can for our customers.
Thanks for tyrying that - the reason for the switch is not just to test the SIM card, but also to force the network to refresh it's connection to it - the complete change of connection causes it to referesh completely. When you popped the SIM back in the modem, the same happened again. This way any issues with the connection suffering a glitch are cleared.
Because of this, can you confirm if when you swapped the SIM back the issue recurred?
Just for reference, are you also able to try the modem in a different computer/laptop - this will help to see if something in the software is the cause even after the reinstalls, for example a conflict - and at a different location, which will just rule out the unlikely scenario of something having started causing an issue at the home location. By ruling these out, it will make it much easier to diagnose.
If the problem is consistent, then as you say a fault with the dongle is likely. I would recommend popping into your local shop with the Modem and laptop (you don't say if it's a laptop or PC, but if it's a laptop that would help both with the location test and this
) so that they run tests such as a different SIM card to see if it recurs. If the modem's the cause, then you'd need to arrange a repair - you'll find all the information you'll need for that here.I'm confident we can sort this. If any off the tests suggested don't suffer from the same problem,. let us know which and this will help us pinpoint the source of the problem!
DaveN
eForum Team
P.S. We're always looking for feedback on how we're handling queries for customers, so if you want to leave any on how I've handled your query today, then if you want, you can click the link in my signature below and complete the quick form. Any feedback is appreciated and helps to ensure that we're offering the best service we can for our customers.
