A week in the life of a Vodacom 3G Connection
My patience has been stretched to the limit with the telecommunications service in South Africa. I gave up my Telkom ADSL line in December 2008 and switched to Vodacom 3G because at that time, Telkom's service was abysmal I had been without ADSL connectivity for in excess of three weeks. In retrospect, this was not a move for the good, Vodacom has proved to be more problematic than Telkom. I have purchased four Vodaphone 3G modems and thousands of rands worth of data bundles since December 2008 - all of which seems to have been a huge waste of money. A typical day in the life of our Vodacom 3G connections looks like this:
05 August 2009Time: 11.21 am
Modem status: Disconnects
Modem setting: 3G only
Will only reconnect on GPRS (signal excellent). Although there is a GPRS connection, no SMTP or POP access and no internet access either. Reconnect on 3G successful at 11.23. I am losing valuable minutes of work time trying to get this modem to work properly. Reported the fault to Vodacom three weeks ago. Received an sms last week saying that a temporary fix had been made and that they await a permanent fix. Whatever! === Time: 12.40 pm Modem status: Disconnects Modem setting: 3G preferred Modem switches automatically to GPRS (signal display: excellent). Only a roaming 3G connection available. Although there is a GPRS connection, no SMTP or POP access and no internet access either. Modem cannot find a 3G signal. GPRS speeds are as helpful to me as a full disconnect. My patience is being tested. === Time: 01.55 pm Modem status: Still disconnected Modem setting: 3G preferred Vodafone software freezes. Remove modem. Terminate mobileconnect process. Delete modem from "Device" list in Vodafone software. Exit software. Reinsert modem into USB port. Software will not automatically initiate and if manually initiated, does not see device. Reboot PC. How is it possible that Vodacom is permitted to provide such an utterly pathetic service and get away with it? ===
Time: 02.05 pm
Modem status: Connected
Modem setting: 3G preferred
When reboot completes the device can be found but still only a GPRS signal (signal display: excellent). Am now able to receive email and surf the net on GPRS. No 3G possible. What a huge waste of time this is. I wonder if I can bill Vodacom for lost work hours and lost business? ===
Time: 02.13 pm
Modem status: Connected
Modem setting: 3G preferred
Although modem light is on (GPRS green) and signal display shows "excellent", there is no longer any internet access, and SMTP and POP access has been lost. I'm frustrated. I'm incensed. Trying to operate an efficient business under these circumstances is impossible. I have an urgent email that needs to be sent out - a client is waiting for it - and I have no SMTP access. ===
Time: 02.35 pm
Modem status: Connected
Modem setting: 3G preferred
3G access possible. I wonder how long it will last this time ===
This is appalling. Vodacom is supposed to be a "service provider". What service?
06 August 2009Time: 10.00 am
Modem status: Connected
Modem setting: 3G only
Connected but no signal. Clicked "Disconnect". Modem disconnects. 3G blue light is flashing. Signal strength immediately shows as "Excellent" for 3G but cannot connect. Switch to "3G preferred". Modem seeks network and finds a "Very Good" 3G signal. Modem reconnects and although 3G signal is "Very Good" there is no internet access, or SMTP/POP access. Here we go again … Another day of Vodacom woes. ===
Time: 10.07 am
Modem status: Connected
Modem setting: 3G only
Revert to "3G Only" to force a network search. Find a "Very Good" 3G signal. Reconnect. Access to Internet, SMTP and POP restored. 10 minutes down the drain trying to find a working connection. This is pathetic. ===
Time: 11.06 am
Modem status: Disconnects
Modem setting: 3G only
Only 3G roaming available. Set the modem to “3G Preferred”. Only a GPRS signal available. Modem connects automatically to a GPRS signal but software shows “disconnected”. Click on “Connect” – signal strength is “Excellent” GPRS signal. A GPRS connection is too slow for efficient data transfer. I work with files between 50 and 120 Mb. Downloading files of this size on GPRS is unimaginably slow and impacts on our productivity. ===
Time: 11.14 am
Modem status: Connected
Modem setting: 3G preferred
Modem reverts to 3G connection. Gee, what a surprise!! ===
Time: 11.20 am
Modem status: Disconnects
Modem setting: 3G preferred
Modem switches to GPRS and then disconnects. Click on “Connect” for a GPRS setting (signal strength “Excellent”). The frustration is near impossible to verbalise. I am spitting shiny bullets. ===
Time: 11.25 am
Modem status: Connected
Modem setting: 3G Preferred
Modem switches back to a 3G connection. What the heck is going on? I was in the process of logging into an online facility. The login has now been rejected as a “Technical Error” … Vodacom sucks! Let’s try again. Nope, still a technical error (11.28 am). Although there is a 3G signal, there is internet access, SMTP or POP access. ===
Time: 11.29 am
Modem status: Disconnects
Modem setting: 3G Preferred
Modem disconnects and then switches to GPRS (signal strength “Excellent”). How much of this can a person take before you transform into a serial killer? I still have not managed to log into the online facility. Will try again now (11.32 am). Cannot log in. Data transfer is moving at the blistering pace of 0 kpbs. There is no internet access right now but do have SMTP and POP access. Should I be grateful? ===
Time 11.35 am
Modem status: Connected
Modem setting: 3G Preferred
Internet access restored. Still on GPRS. Will attempt to log in again. It just won’t happen. I give up. ===
Time 11.40 am
Modem status: Disconnected
Modem Setting: 3G Preferred
Modem disconnects and flashing green – GPRS. Error prompt: RAS Error Code 631. Clicked on “Connect”. Modem reconnects on GPRS (signal strength “Excellent”). Still can’t log in (11.49 am). *&^%$#$ ===
Time: 12:40 am
Modem status: Connected
Modem setting: 3G Preferred
Just to add insult to injury, I have just swapped modems with a colleague (Joan). After a disastrous visit to Vodacare, Joan returned to the office in tears. Vodacare have again merely updated software on her modem and have been unable to make any repairs. This modem has now been back to Vodacare four times in the last two months. Each time Vodacare merely updates the software. In essence, they’re updating already updated software. We have advised them of the technical details with regard to this modem as follows:
Given that there are Vodacom network problems in our area, the download speeds listed below are pathetic, in addition to which there is a very definite problem with the E17X modem if one considers the following: On the problematic Huawei E17X (this is the modem that has been to Vodacare three times for repair): to download a 13Mb file today - download speeds achieved between 14 and 27 kbps (on 3G setting), and modem drops connection around 1.2Mb. Download speeds of between 9 and 11 kbps on GPRS and also drops connection after about four minutes. Have tried seven times to download this file but it just won't happen. Then changed to the Huawei KB3520: to download the same 13Mb file - download speeds achieved between 71 and 113 kbps and file completed download on the first attempt on 3G only setting. Same desktop computer used for the download. Again, even though the download speeds achieved on the KB3520 are abysmal, it can at least hold a connection and complete the download. The E17X is only able to hold the connection on the GPRS setting for surfing the net but can't hold this connection when on a download exceeding 1Mb. The additional modem initialization code doesn't improve matters at all. While I understand that part of the problem can be attributed to Vodacom's current network problems, that does not explain the huge difference in performance between the two modems. When we first purchased the E17X modem, downloading large files was possible on the 3G setting for the first month of its use. This modem has been giving us problems for six months and despite desperate pleas for assistance, Vodacare insists there is not a problem and merely updates (already updated) software and firmware. If Vodacom does not have the skills to diagnose and repair the modem fault, it is surely ethically bound to replace the modem. It cannot be denied that there is a problem with this modem when one considers the performance differences between the two modems, and it is therefore a logical conclusion that if Vodacom keeps handing a faulty modem back to us, they do not have the skills to repair it. In essence, we are being punished for Vodacom's lack of technical skill - this, in addition to the fact that there are huge and long-standing network problems. It's absolutely intolerable that Vodacom continues to do business in this way.Vodacare is an oxymoron!
It’s fairly obvious that this modem has additional problems that Vodacom are unable to diagnose and repair but they refuse to replace the item. Joan had received a written undertaking from Vodacare that they would replace the modem but when she went to Vodacare this morning, they had changed their mind and just handed back the broken modem, saying that the software had been updated. This is absolutely appalling. To see a 60-year-old lady being reduced to tears by Vodacom’s no-care, stuff-you attitude, is more than I can bear. I have therefore taken over the problematic modem and Joan now has my modem. This should be fun …. NOT. ===
Time: 3.44 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem disconnects. Click “Connect” and modem again makes an HSDPA connection. Sign strength: “Excellent” but no SMTP, POP or Internet access. POP, SMTP and Interne access restored at 4.00 pm. ===
Time: 4.42 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem disconnected, Vodafone software freezes. Had to force quit the software and restart it. A connection was then possible. There is just no end to this battle. ===
Time: 7.22 pm
Modem Status: Disconnects (RAS Error Code 631)
Modem Setting: 3G Preferred
Modem disconnected. Manual reconnect – modem running on 3G. Huh? That's ridiculous. ===
Time: 9.01 pm
Modem Status: Disconnects (RAS Error Code 631)
Modem Setting: 3G Preferred
Modem disconnect. Cannot re-connect. Reconnects at 9.50 pm. ===
Time: 12.00 am
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem disconnected. Manual reconnect successful. ===
Time: 12.17 am
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem disconnected again. Surely there can't be a demand on the network at this time of night? ===
It's pitiful but true ....
7 August 2009Time: 10:58 am
Modem status: Disconnects
Modem Setting: 3G preferred
Modem disconnects. Immediate manual connect possible. Why is this darn connection so unstable? Why is Vodacom not able to rectify this problem? I’m paying a large amount of money for a service that I'm not getting. It's deplorable. ===
Time: 11:22 am
Modem Status: Disconnected
Modem Settings: 3G Preferred
Modem Disconnects and immediate manual connect possible. As usual, the signal strength is "Excellent" but the connection is unstable, the service is patchy, and the customer support is non-existent. Vodacom sucks! ===
Time: 11:28 am
Modem Status: Disconnected
Modem Setting: 3G Preferred
Modem Disconnects and reconnects again. No internet, SMTP or POP assess available. Full access restored at 11.46 am. Vodacom said that they would contact me when the network issues had been resolved. I have not heard from them in over two weeks. Considering that the serious network issues started eight weeks ago, we first reported the issue six weeks ago, and were told two weeks ago that there was a temporary fix, can I assume that Vodacom is unable to resolve the problem? Is it incompetence or is it unwillingness? Whatever it is, it is not acceptable that Vodacom is permitted to continue treating their customers in this fashion. ===
Time: 12.59 pm
Modem Status: Disconnected
Modem Setting: 3G Preferred
Modem spontaneously disconnects yet again. Immediate manual connection made with "Excellent" signal strength but within six seconds the modem disconnects once again – "Mobile Connection Not Possible". ===
Time: 2.20 pm
Modem Status: Disconnected
Modem Setting: 3G Preferred
Was out of the office for a while. Returned to a GPRS only single. Only 3G on roaming available. No POP, SMTP or Internet access. ===
Time: 2.35 pm
Modem Status: Connected
Modem Setting: 3G Preferred
Still only GPRS available. No Internet, POP or SMTP access. GPRS is of no use to me at all. This is as good as having no connection at all. Have changed modem setting to 3G only but only a roaming 3G signal available. Right now I'm desperate enough to settle for receiving mail slowly – but even that is not possible. Way to go Vodacom!! Today you have risen to new heights of incompetence. ===
Time: 2.43 pm
Modem Status: Connected
Modem Setting: 3G Preferred
Still only GPRS available but Internet, POP and SMTP access has been restored. Oh goody !! ===
Time: 4.00 pm
Modem Status: Connected
Modem Setting: 3G Preferred
Still only GPRS available. Why? For heaven's sake, why? ===
Time: 4:35 pm
Modem Status: Connected
Modem Setting: 3G Preferred
3G connection now. I need to get some tasks complete quickly before GPRS sets in again. ===
Time: 5.45 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem spontaneously disconnects – "Mobile Connection Not Possible". Only a GPRS signal received. AM I supposed to be grateful for small mercies – I did after all have uninterrupted 3G who almost an hour? Oh no, I pay for 3G uninterrupted, quality service … which I'm most definitely not getting. ===
Time: 6.05 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred
Modem spontaneously disconnects – "Mobile Connection Not Possible". A 3G signal now found and connection made. Best hold my breath now … ===
Time: 6.19 pm
Modem Status: Connected
Modem Setting: 3G Preferred
Modem is connected – blue light, 3G, signal strength is "Excellent" – yet no POP or SMTP access. Access restored around 6.20 pm. ===
Time: 10.46 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred Modem disconnects again –"Mobile Connection Not Possible". Modem finds 3G connection again and manual re-connect. I had not needed to use email or Internet for at least two hours and in this time the modem was idle. As soon as I attempted to load a web page the modem disconnected. ===
Time: 11.31 pm
Modem Status: Disconnects
Modem Setting: 3G Preferred
Again needed to use the Internet and as soon as the browser attempted to load the page, the modem disconnected and Vodafone software terminated. The modem now has a flashing blue light – this usually implies that a 3G signal is available. Will have to manually initiate the software to re-connect again. When doing this, the modem connects once again. Signal strength: excellent – again. Once again tried to load the same web page and the modem disconnects. Vodafone software quits and then re-initiates automatically and then shows error prompt: RAS Error Code 631. At the same time that this error prompt appears on the screen, the modems finds a 3G network connection and re-connects. Again, the RAS Error Code 631 prompt appears but the modem remains connected. I try to load the web page again but the same process happens again. It would appear the modem will connect but as soon as demand is placed on the modem to actually transfer data, it disconnects. This process repeats again at 11.33 pm, 11.35 pm, 11.36 pm. BTW, I'm working late to meet a deadline and need Internet access to complete my work. The same connect-disconnect process repeats at 11.40 pm. I will continue with other work in the meantime. I can only hope that some sort of stable connection will be possible within the next few minutes. Never consider Vodacom as a possible 3G service provider. They do not resolve issues, cannot repair modems and deliver the most appalling level of 3G service imaginable. ===
8 August 2009
I continue with my Vodacon (not "com") topic ... Being a Saturday and having been laid low with bronchitis, my first Vodacom connection was around 10.30 am today. Guess what? Yup, 2G only. For the entire day (and it's now 6.00 pm) I have had only a GPRS connection. The log of Vodacom troubles that I have experienced is mirrored by the other three modems being used by my colleagues. That's R10 000.00 worth of 3G USB modems that have been a complete and utter waste of money. In order that I am at least able to send completed work to my clients, I then have to swap to using an MTN SIM card which, by the way, easily finds and holds a 3G connection. This does however involve purchasing additional data bundles to use the MTN SIM card. This is not an easy remedy to our problems as the the Vodafone software is not suited to an MTN service. It gets a bit complicated and my primary option is therefore still Vodacom. The Vodacom data coverage map clearly indicates that the area in which I live and work is an HSDPA area. Back in February, March and April of this year Vodacom's service was more stable. I know therefore that decent download speeds and a continuous 3G connection are a technological possibility - but apparently has become a Vodacom impossibility. I will continue ...
9 August 2009
Time: 12.15 pm
Modem Status: Connected
Modem Setting: 3G Preferred
I connected around 10.00 am this morning. So far we have only had GPRS signal. At around 11.50 am we lost POP, SMTP and Internet access. Go Vodacon!!! I have reverted to using the Huawei KB3520 as the E172 modem is hopelessly unstable. 6.30 pm Modem Status: Connected Modem Setting: 3G preferred It's been GPRS speeds the entire day. Frustration levels are off the scale.
26 August 2009There is still no resolution to the Vodacom connectivity issues although there has been some improvement. A 3G connection is now possible most of the time. We are averaging about four disconnects per day, per modem. Usually all the modems disconnect at the same time - except for the Huawei E172 which is now on an MTN connection. Those of us still connected to Vodacom experience between one and two disconnects during the day. These disconnects result in a switch to GPRS for anything between 10 seconds and 10 minutes, or sometimes up to an hour. The switch to GPRS usually entails no POP, SMTP or Internet access. In the evenings at any time around 7pm and 9pm, there is a continual disconnect-reconnect process that goes on for about an hour-and-a-half to two hours. There usually is no swap to GPRS, merely the disconnect and reconnect.
Last week I was busy downloading a 300 Mb file and, I kid you not, had achieved 88 percent of the download when the modem disconnected. I then had to re-initiate the transfer. In essence, I wasted almost 300 Mb of a very expensive Vodacom data bundle. Way to go Vodacom!! Money for jam. So while connectivity has improved somewhat but is still not stable enough, download speeds remain horrendously slow. I think Vodacom have worked their data donkey to death. Hopefully they'll consider purchasing another donkey in the not too distant future.
I still have not received a follow-up telephone call from Vodacom to say whether or not the temporary fix is now a permanent fix, or if the problem is still being worked on. I have to assume that 10 weeks down the line, they have still been unable to resolve the problem.
