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Mobile Broadband

Continuing issues with Gigacube

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I am having ongoing issues with my 5G Gigacube.  Main symptoms are:

  • Long delay in connecting to websites - ‘resolving host’ message for a minute or so before it finally connects
  • Likewise for Zoom calls - I typically need to switch to my (super slow) fixed line broadband to kick-off a call and switch to the Gigaclear once connected to benefit from the better speed
  • Unable to connect to websites, Slack and other tools whilst connected to a Zoom call - really annoying 
  • Can’t use my mesh network with Gigacube - if I try, speed drops to below 1mbps

None of these issues occur when I hub off my iPhone, plus speed is better when hubbing - so this is not an issue with network coverage, nor is it WiFi related as Gigacube is <1m away from my Mac.

 

Any help appreciated - before I give up and send it back to Vodafone!

 

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42 REPLIES 42
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Exactly the same issue! Any help is greatly apprecaited.

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Moderator

Hi, If you don't believe this to be a network issue @pcroxford, it could be connected to your SIM or Gigacube. So we can investigate this further, please confirm 👉

- Does the issue occur if you try your SIM in a different device/phone?

- What errors are seen when the issue occurs?

- Does this happen on 2G, 3G, 4G or all? 

Once we've got this information, we'll be able to take a closer look into this.

As we need to check if your issue is network related @hollow88 please pop us your full postcode and we'll be happy to look into this for you. If you'd prefer to provide this privately, pop us a message though our social channels, or add this to your personal details here and only you and our moderatos will be able to view it 😊

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Hi Mark

 

its not a network error as far as I’m aware - your status checker shows we have full signal across all all networks (around SW11 3NA).

 

I constantly see the ‘this site can’t be reached’ or the loading symbol on website pages. Slack will just constantly cut out throughout the day and we also get massive speed reductions during the day.

 

can’t check on 4g WiFi as we can’t switch to 4g on the Huawei router... but 4g on my iPhone never has this issue.

 

one of my neighbours recently purchased the same deal and has had no issues. What can be done to help?

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Moderator

Hey @hollow88, I can appreciate how frustrating this must to not have a stable connection, so we want to get this sorted as soon as possible.

I can see that there is currently work being done in your area, this will be effecting your service. I do apologise for the inconvenience. To check this yourself just follow this link 👉 https://www.vodafone.co.uk/network/status-checker and enter your postcode.
You can also set yourself up for alerts via email/text for when the work should be complete.

  • As you have said that your phones network isn't being effected and your neighbors signal is fine, there could more to it then the network maintenance.

Are any lights showing on the Gigacube? If so, what lights and are they flashing in any sequence?

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Hi Evie,

 

there is no maintenance being done in my area according to your NSC...

 

all lights on the gigacube are green and we have been using the internet today. No flashing, just solid green

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I'm also having exactly the same problem.

  • Websites taking forever to load, or giving up and resulting in errors
  • Can't do more than one thing at once - eg. when on a teams call my slack gives up, can't listen to music/radio and load anything.
  • If I do finally connect to a teams/zoom call I then have to choose between sharing my audio or visual. I often have to share my screen and explain things - impossible at the moment.

I have tried all the ludicrous solutions that you've suggested over the phone - turning off/on, removing sim card and waiting, updating my address (as apparently the details you hold decide on what mast it connects to?), moving the router to a better area, even purchasing a NEW router for a whopping £130 (despite the "old" one only being 5 months old)... the list goes on.

 

Just to cover questions that you'll likely ask:

  • My router currently shows all solid green lights.
  • I also do not have (nor have ever seen) any work going on in my local area - your network status checker says that everything is fine and dandy, although it simply just is not.

 

As a key worker currently working from home trying to provide a service for the NHS, this is really debilitating, really frustrating, and simply just not good enough!

 

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Hi there

 

- Does the issue occur if you try your SIM in a different device/phone?  I tried my Gigacube SIM in my iPhone and my iPhone SIM in my Gigacube and, after some power-cycling, they both seemed to work fine - however back to same issues today. 

 

- What errors are seen when the issue occurs?  Slack message just continually says 'trying to connect' whenever I am on a Zoom call.  Same issues as @Hollow88 regarding page loading, just get the 'resolving host' bottom left and then, eventually,

 

"This site can’t be reached

medallia.my.salesforce.com’s server IP address could not be found.

DNS_PROBE_FINISHED_BAD_CONFIG"

 

- Does this happen on 2G, 3G, 4G or all? Not tried 2G or 3G - wouldn't know how to do that as only 4G and 5G lights on Gigacube.  Checked network status and it is 'Good' for 4G, no 5G coverage at my home.  I can see the mast from my office window!

 

Both 4G and wifi lights are green and on constant.  My iMac is right next to the Gigacube.  The software on Gigacube is up-to-date as at today, 

 

Super-frustrating - I have had to retain my (5.8MB) Vodafone fixed line broadband (£23 per month) as I cannot rely on the Gigacube (£50 per month).  I often have to switch to my fixed line broadband to start a Zoom call and then switch back to the Gigacube when it has connected as fixed line bandwidth is not good enough for video calls!  I probably have to do this 8 to 10 times a day!

 

Based on this, it would appear to be a Gigacube software issue that means it works OK immediately after it is restarted, but then begins to show issues after a short period of time.  Clearly not an issue unique to me either given @Lydiateebay and @Hollow88's issues.

 

Please could you help find a fix as, like many people, I am on Zoom calls for most of my life and this is driving me crazy!

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Any update on this...?

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Moderator

@pcroxford, have you checked the Network Service Checker on our website to see if there anything that is going on in the area? You can do this by entering your postcode here

With your fix line service getting 5.8mbps download speeds, is this above the minimum speeds that was quoted at the point of sale? 

 

@hollow88, can you help with us the following details please: 

- Does the issue occur if you try your SIM in a different device/phone?
- What errors are seen when the issue occurs?
- Does this happen on 2G, 3G, 4G or all?

 

@Lydiateebay, have you also done any checks on our Network Status Checker here? Since you've changed your router to a third party one, have you noticed any difference? 

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Hello

 

- have you also done any checks on our Network Status Checker hereYes, I have checked, and it always says "Good indoors & outdoors"

- Since you've changed your router to a third party one, have you noticed any difference? I have not changed my router to a third party one, I have changed it to one that you (Vodafone) made us purchase as apparently the previous one was "out of date". This has not made any difference, if anything it has made it worse.

 

Shocked that it has taken 2 weeks for you to ask such simple questions! What is going on?!?!?! Is this being looked into at all? These questions seem ludicrous to bring up now, given what I have already told you.

 

Please could you advise what you are doing to rectify this problem.

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You’ve asked exactly the same questions that were listed in this thread earlier...

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Have you checked the Network Service Checker on our website to see if there anything that is going on in the area? You can do this by entering your postcode here. YES, there are NO service issues - as I said when asked earlier in this thread!

 

With your fix line service getting 5.8mbps download speeds, is this above the minimum speeds that was quoted at the point of sale? The issue is not with my fixed line broadband - the issue is that I still have to keep my fixed line broadband whilst paying £50 a month for Gigacube! (Although I don't understand why I was getting 15Mbps with BT Broadband through precisely the same infrastructure!)

 

Would be great to get a fix to the issue rather than being asked the same questions over again!

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Hello, 

 

I'm having the same issue. I already contacted vodafone support twice who concluded the issue is with the cube and they sent me a replacement cube. I set up the replacement cube using the same SIM (the person I spoke with said their issue was in the cube, not the SIM); however, I'm still having the exact same issue. Is there any resolution? 

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Still no resolution here...

 

I've called vodafone again after they reached out on this thread, in the hope I'd get a more helpful response than the above message. The current suggestion is that I try the gigacube in 2 different locations that have different post codes to where I live currently. This apparently will help diagnose the problem, however I'm not feeling too positive. 

 

Will update if this has any affect.

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For what it is worth, I am experiencing similar symptoms, although not a severe. I have a very expensive HUAWEI router that I purchased separately. I am therefore paying £30 a month, but it is still not acceptable. 
I don’t know if the fact that i sourced my own router helps to diagnose the issue, ( HUAWEI B818)  but I’d love to know if there is a solution. The same answers apply to all that was asked

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OK, so I have now given-up on the Gigacube - I have put the SIM from the Gigacube in my old iPhone 8 and everything is working fine. Connects to websites and Zoom calls pretty much instantly, I can use Slack and access web content whilst on a Zoom call...all of the things that you would expect from a broadband connection.

 

Clearly the issue is with the Gigacube...but from other responses on this trail, I suspect that it is not MY Gigacube that is the issue, it is Gigacubes in general.

 

This still leaves the issue that I cannot use the broadband outside the range of my iPhone 8 - the idea was that I could plug my mesh network into the Gigacube to achieve the same 'whole house' coverage as I did with my (unusably slow) fixed line broadband.  I obviously can't do that with my iPhone, so still looking for Vodafone to find a fix for the Gigacube as I am NOT getting the service that I pay for!

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I too have followed @pcroxford's lead and have taken the sim out of my gigacube, placed it into my Google Pixel 2 and am using that as a wifi hotspot. I can finally use the internet like one would expect - currently typing this out whilst on a Teams call and using Slack! :Socked_Face: 

I would agree - this then feels like a problem with the Gigacube. My second Gigacube - both of which I've paid for through Vodafone. Why are we paying for a service we simply are not getting?! 

I have a callback scheduled with Vodafone, will revert back if I get anywhere with them.

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Thanks for continuing to pursue this Lydiateebay - I wonder what we need to do to get someone from Vodafone to respond?

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Moderator

Hi all! Thank you for your ongoing patience with us and all the troubleshooting steps you have taken so far.

As you have said you have all tried your SIM in a mobile device and it works fine, it doesn't seem to be a network issue. 

Can I just check the following as these can be major factors into connection of your Gigacube?

- How many devices do you have connected to the Gigacube at one time?

- Does the time of day make any difference to your connection? Is it worse/better at certain times of the day?

It may be worth contacting us through Social Media here 👍 Make sure to include a link to this thread and your username so you don't have to repeat yourselves!

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