Vivid Wireless to Optus slow speeds

[Dan888]

I have been transferred as of yesterday to the Optus Mobile broadband from Vividwireless. I have notice a dramatic decrease in download speed to the point of 0.05 mbs it is almost impossible to use the internet. I wonder is this a premature problem as the transfer has only occurred?

[Jeneral__Pain]

Given the "physical layer" between you and the tower is exactly the same, it sounds more like a fault has developed. 

Have you spoken to Mobile Broadband support to check on things?

[Ray_YC]

Just received a notification it is a known issue:

Fault Ticket 20966273.

Detailed Information

• Networks have identified a complaint trend where Ex Vivid Wireless customer’s are reporting Slow throughput speeds on their Home Wireless Broadband (HWB) services.
• This issue has been identified once customers have migrated over to Optus.
• Networks are currently investigating the trend, and will escalate to relevant networks group.
• Networks will continue to provide further information

[ancallinan]

I have this problem too. Optus took over my Vividwireless account on 12 April. I have been unable to connect since then. I reported the problem that day and on 19 April I received an SMS ‘good news we hve found the network problem causing your issue’ but no solution yet despite lots of calls and chats over the last 17 days. I have escalated it to the TIO.

If you have this problem please report it. We need to convince Optus to give this some attention.

[Ray_YC]

Update Details

Sunday 28/4:

• We are still receiving reports  from impacted customers regarding slow speeds
• Networks have been provided with a complete list of all the 100 customers who’s services will go ahead with the firmware upgrade on Monday 29/04, and will monitor closely for any impacts.      
• Any impacts that are received, Networks will be collating all the details, and provide feedback to the program teams. 
• Teams are still performing further checks with the Modem vendor to identify the random behaviours of the modems. 

Saturday 27/4:

• The Project team have planned next migration will go as small batch of 100 customers to identify the pattern of the fault. 
• The firmware upgrade will commence at 3am on Monday 29/04.
• Networks have been provided with a complete list of all the 100 customers who’s services will go ahead with the firmware upgrade, and will monitor closely for any impacts. 
  
  

Friday 26/4:

• The Project team for the migration have identified a faulty server for the modem firmware upgrades.
• Fix has been deployed and they are in the process of testing server stability and capability. 
• Migrations have resumed to migrate all customers off the VIVID Wireless core network and onto Optus’s core network.
• Once fix is confirmed for server and no other issues found then commencement of firmware upgrades will start. 
• Networks are validating each complaint and supplying data to the projects teams for further analysis 

[capper]

Just got back from holidays to find our service has been transferred and experiencing the same thing, thought it might of been a ploy to get users to jump to the 200gb for $60 plan.

[ancallinan]

My Home Wireless Broadband service started functioning again today 1/05/2019. I notice the Optus post saying it upgraded firmware on some customer's modems, so maybe that has happened. So far so good... let's see.

[ancallinan]

It was too good to be true. At 11:00 pm 2/05 I lost my connection. So I had just over a day of connection and now I am back on my phone hotspot... ☹️

What frustrates me most is the silence from Optus. Where is the customer service?

[BTM64]

Finally got the wireless modem reconnected today after many many weeks, many fruitless calls, misinformation and last resort a visit to an Optus shop - now it is up and running the speed to appalling - taking over a minute to open a page and impossible to stream a video. Poor execution & poor customer service. Time to make a change!

[Vivid_memories]

I’ve also been switched from vivid and now getting 0.5 and 0.7mbps as the norm.

Is there an update on fault 20966273 since the 28/04?

Is it confirmed the issue is in the modem?

Will replacing the modem with the optus b525 and using my current sim resolve the issue?

I was happy with the previous vivid service as I’m in an area that is a fair way from the exchange, few available ports and no NBN until March 2020 (less than 10km from Melbourne GPO!). Despite the reassurance during the transition... now I’ve got a very very poor hwb service that I’m paying a premium price for.