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Yesno
Occasional Contributor
Occasional Contributor

Re: 5G Home Broadband explained | What you need to know

I can see and almost touch the tower from where my modem is, an apartment on the 1st floor,above houses and trees etc, but guess what, I still get less than guaranteed performance most of the time. They also want me to pay an extra $2.20 for not using Direct Debit, they need to concentrate on their guaranteed 50mbps.
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MichaelBourke
Occasional Contributor
Occasional Contributor

Re: 5G Home Broadband explained | What you need to know

What I have learnt is that even Optus are not confident in their own 5G offering....yet....When I called to cancel after 4-5 weeks of constant slow speeds and dropouts, they didn't even ask me why, they just said.."It's new technology"..I appreciated this honesty, whether or not it was 'on script' Also, with such a localised offering, I would have suggested they had an on-shore team looking after 5G. Manila (Philippines) are not great with local data..friendly yes, but not the best people to speak to about location specifics. I cancelled my service once and have been sent 3 satchels..over 3 weeks, then got a call telling me they have not cancelled my service yet?

Ness_YC
Moderator
Moderator

Re: 5G Home Broadband explained | What you need to know

Hi @MichaelBourke, we're sorry that you experienced these slow speeds and dropouts. 5G is a new technology and we are constantly working on expanding coverage and integrating more infrastructure to make your Optus experience as good as it can be. 


That said, please know that we have a specialised 5G Team who are experienced in handling technical enquiries and providing location-specific information (1300101693 Mon - Fri: 8am - 8pm, Sat: 9am - 5pm (AEST)). 


If you are still waiting on a satchel, we would love to look into this for you. For privacy, we'd appreciate it if you could reach out to our 24/7 messaging service via the My Optus App, or if you don't have any active service, via our Official Optus Facebook or Twitter Pages. 




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MichaelPeter
Occasional Contributor
Occasional Contributor

Re: 5G Home Broadband explained | What you need to know

Hi Optus,

I've had 5G installed for several months and experienced drop outs frequently. Last week, I decided to find out if there was more information about how the Nokia modem works. By using the Quick Start Guide that Optus supplied, I logged into the Router and found the name of the product.

I used this to find a copy of the modem at Nokia. After reading this, I discovered that I could Fix the reception difficulties by using a setting in Maintenance tab in the Router and following instructions in the manual.

This is FastMile Radio Management. I set my Antenna Sweeping Time to 2am when I'm not using the internet. I also figured that the reason I had poor 5G reception was showing as Disconnected (on first page of modem). I clicked on circle at the bottom and the 5G was connected. I restarted the Modem & this caused the antenna to sweep to find the best direction for 5G at that time.

I wanted to share this with the Community as I couldn't find this solution a couple of months ago when I started searching for a solution. Hope this helps people with Working From Home people and those with Small Business 

 

Gaui_Fanboy
New Contributor
New Contributor

Re: 5G Home Broadband explained | What you need to know

I must be one of the lucky ones, my 5G Home has worked straight out of the box, while I have line of sight to one tower the device actually works better on the other side of the house where it can access three other towers , it is sitting beside a window on in total accesses four towers. The speed varies significantly during the day but rarely drops below 50MPS early morning normally give around the 200MPS mark with the Max I have recorded being 309MPS. The upload speed never reaches 20 MPS, normally in the range 14 to 16 MPS but that is not a big issue to me. I loose service from time to time but a reset find another tower in about a minute. I'm looking forward to when the 5G Home is fully rolled out and upgrades made I think it will be to rock solid system. The only improvement that I would like is the ability of the Router to re-acquire another tower automatically when one looses 5G or drops out altogether.

Yesno
Occasional Contributor
Occasional Contributor

Re: 5G Home Broadband explained | What you need to know

Can I ask how you're testing your speed?

Is it through the Optus app, totally independent service or based on downloading a set size item and recording how long it takes?

I to have great access to the towers near me and get similar results to you, depending on how I get them.

The modem is meant to fall back to 4G if 5G fails, so in theory should be no downtime, yesterday afternoon was down for about 15 to 20 min even with rebooting.

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Gaui_Fanboy
New Contributor
New Contributor

Re: 5G Home Broadband explained | What you need to know

I use Ookla Speed Test and switch between servers from time to time.

Gaui_Fanboy
New Contributor
New Contributor

Re: 5G Home Broadband explained | What you need to know

The fall back to 4G works OK, but I pay for 5G so that's what I want.
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Sarah_YC
Moderator
Moderator

Re: 5G Home Broadband explained | What you need to know

Hey @Gaui_Fanboy,

Thanks for sharing your experience with our 5G Home Broadband service. 

The modem does switch over to 4G in case 5G drops out, however, we'll pass on your feedback to relevant teams about connecting to a 5G network from another tower for future consideration.

If you require assistance with your 5G Home Broadband service, you can speak with our 5G Technical Support Team on 1300 101 693 (Mon - Fri: 8am - 8pm, Sat: 9am - 5pm AEST) and they'll be happy to assist further.



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Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

Yesno
Occasional Contributor
Occasional Contributor

Re: 5G Home Broadband explained | What you need to know

I'd check if they are still taking payment from your account if on direct debit and not cancelled. I've had this happen with them before also, this is why I don't like direct debits of any kind!
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