Modem connected but no service

Hey all,

I've been experiencing an issue which seems to occur every few days.

I lose internet connection, the LTE modem WebUI states that it is "Connected", but where it usually says "vividwireless" it says "no service".
Power-cycling the modem re-establishes the connection and services operate fine for the next few days.

Is this an issue with my unit or something that is on vivid's side?

- Consty

Comments

#1

ozzcaddy-MODERATOR wrote 2 years ago

Consty, that is not usual what your modem is doing.

Have you checked the Optus tower map to see if the tower(s) that your connecting to has a problem. If the towers is not Green, click on the tower icon to find more info on the problem. - click on this link:
http://forum.vividwireless.com.au/forum/faqs-lte/faq-lte-checking-optus-...

If you find that there is no problem with the Optus towers, you would be best to contact Tech Support and let them look at your connection.

1300 327 837

Adelaide, Brisbane, Melbourne and Sydney Customers (local time):
Monday to Friday 9am-10pm. Saturdays, Sundays and Public holidays from 9am-9pm.

Perth Customers (local time):
Monday to Friday 8am to 9pm. Saturdays, Sundays and Public Holidays from 8am to 8pm.

Post back and let us know if you resolved the problem or not. Can you include your Suburb & State.

Ozzcaddy

#2

consty wrote 2 years ago

Hey Oz,

The towers all show green in my area.

I spoke to tech support but they weren't very helpful.
They were more interested in getting me to run speedtests and play with the wifi settings (which I'd disabled) instead of listening to what the issue was.

From what I was told my connection has been dropping out a lot over the last few weeks.

They've escalated the issue to the networks team so fingers-crossed they find something.

The area I'm in is Applecross WA 6153.

- Consty

#3

ozzcaddy-MODERATOR wrote 2 years ago

If things haven't improved, post back and will see what we can do.

Ozzcaddy

#4

Frosty-MODERATOR wrote 2 years ago

Best guess would be a network fault of some kind. But sometimes modems do develop a fault, although I haven't seen anything yet with the LTE modems. The old WiMAX modems sometimes needed a power supply replacement.

There is new firmware coming for the LTE modems. Hopefully soon. I have not yet seen a Change Log for what's new however. Fair chance there will be some fixes in it for these sorts of connectivity issues though, as a few similar problems were reported in the early days of the LTE rollout (back around May and June).

Let us know when you hear back from the network team.

#5

consty wrote 2 years ago

After four calls to tech support I have made zero progress on this.

They keep having me move the modem around the house and telling me that there are a number of things that can be causing interference.

I don't know what could have changed recently. I've had 500+ hours of uptime before but now all of a sudden I have issues keeping a connection for one or two days.

They also wanted me to leave the modem at another address to test the signal for a few days leaving me without internet access.

They aren't willing to send me a replacement modem (if it is faulty) until I comply with their testing.

I was also told that this would be raised with the networks team (third time I've been told this) but at this rate I doubt that'd be any help.

I'm usually pretty calm when it comes to these kinds of things but this is ridiculous.
I didn't think Vivid would treat customers like idiots, having them run around in circles and repeating themselves.

At this point I don't know what to do.

- Consty

#6

Frosty-MODERATOR wrote 2 years ago

Can you drop me an email and send me:

* a URL reference back to this thread
* your IMSI, Cell ID and IP Address (from web interface of modem)

I will ask some questions on your behalf via my contacts at vividwireless.

#7

Frosty-MODERATOR wrote 2 years ago

Got your email; I have sent an enquiry on to my contacts at vividwireless.

#8

consty wrote 2 years ago

The issue is now happening every two days.

The interesting part is that it is consistently happening after the two days.

If there was an external factor causing the issue I should be getting these no-service problems at different times.

Does vivid have a policy set somewhere that only allows a connection for X number of hours?

- Consty

#9

Frosty-MODERATOR wrote 2 years ago

No, there's no such policy. Have just sent you an email.

#10

sherryglenn wrote 19 weeks ago

I bought I vividwireless modem after checking my address, however I the 4G light is blue but I cannot get any signal in any rooms, can you please advise what to do

#11

ozzcaddy-MODERATOR wrote 19 weeks ago

@sherryglenn, I suggest you speak with Vividwireless Tech Support who can look at your connection.

Tech Support: 1300 327 837

Adelaide, Brisbane, Melbourne and Sydney Customers (local time):
Monday to Friday 9am-10pm. Saturdays, Sundays and Public holidays from 9am-9pm.

Perth Customers (local time):
Monday to Friday 8am to 9pm. Saturdays, Sundays and Public Holidays from 8am to 8pm.

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