Continuing issues with Gigacube

[pcroxford]

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!

[Anonymous]

I understand how frustrating this must be for you @LondonHouse and we would love to get this resolved for you. I'd recommend reaching out to our Social Media here. They'll be able to run some tests for you and escalate the matter to our Tech Team if necessary

[pcroxford]

The problem Jack, speaking from experience, is they do not have a fix - we just go round and round in circles answering the same questions, trying the same things and not actually getting to a resolution.  Someone needs to find the root cause of the issue as it is clearly effecting many people and causing huge amounts of frustration.

I will send my Gigacube back for repair/replacement but, from other people on the thread, that didn't fix the issue either.  This problem needs to be taken seriously and escalated to the appropriate level within your technical team so a solution can be found...or we are told that there is no solution and given the option to cancel our contracts without penalty as we are NOT getting the service that we are paying for.

[LondonHouse]

I completely agree. I was given the same unacceptable proposal form Vodafone - return and cancellation without a cancellation fee. Mind you, there was NO offer for a refund for the months we’ve had the gigacube and non-functional service. That’s completely secondary to the fact that this isn’t an acceptable solution. If Vodafone doesn’t have a working product, they shouldn’t sell the product in the first place. Vodafone, please find a solution to the issue for the product we all subscribe through your company but doesn’t work. This is truly getting into a questionable area regarding next steps when you look at how many unhappy paying customers are reporting the same issue.  Everyone on this forum has lost valuable time and not to mention money with this never-ending headache. 

[Evie]

Hi @LondonHouse and @pcroxford, I understand how frustrating this must be getting and how important it is to get sorted!

If both of your devices have been sent off for repairs or a repair has been booked, we can check the status of this but it would need to be checked through our social media platform as we don't have access to accounts over the forum.

If you have already dropped us a message on Facebook or Twitter, we will be responding to you as soon as possible. I can assure you we do want to get your Gigacubes up and running, thank you again for your patience with us.

[LondonHouse]

Hi Evie, 

To be clear, Vodafone has already sent me a replacement gigacube. I contacted customer support, walked through a troubleshooting process to determine whether the issue was with the SIM or the cube. Customer service determined it was the gigagcube and they sent me a replacement gigacube. 

I am now using the replacement gigacube and have the exact same issue I had with the original gigacube. Getting a new gigacube did NOT resolve my issue. 

I'm simply asking for Vodafone to provide me with a product and service that works as advertised. Currently, I pay you every single month for internet service that is not reliable and constantly disconnects. Please fix this issue.

[hollow88]

This is now causing more issues than ever on website pages.

streaming seems to be fine, online gaming too albeit occasional high ping even through Ethernet.

One question for all you other Gigacube users before I send it back - has anyone tried Ethernet connection through their laptop? As a mac user that’s something I’ve yet to try but it’s my last idea before throwing the Gigacube at a wall...

[LondonHouse]

My gigacube has been replaced twice and I still have the exact same issue. Clearly, the problem isn't with the hardware... I've tried multiple times to contact your team. there's no consistency and no one is able to resolve the issue. 

I've just returned to London and now the cube isn't working altogether. Last week I was told it's a network issue but it's been six days now and still no working internet. Unacceptable. This isn't what I pay for. 

[Ziphinto]

Hi, 

i’m no expert, but I may have had a similar issue. What does the app say when you log on to the Gigacube?

[LondonHouse]

I've been given the same advice from Vodafone. Two replacement gigacubes later and I still have the exact same issue... Extremely frustrating and dissaponting. 

[pcroxford]

I have fixed the issue - I have cancelled my Vodafone contract, returned the Gigacube - and signed-up to Three 4G for £17.50 a month and getting infinitely better service using the included Huawei 4G Router 3 Pro!  And for less than half the price - sort yourselves out Vodafone!