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Occasional Contributor
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WiFi Issues sagemcom F@ST 3864

Anyone else have issues with the new sagemcom F@ST 3864 AC Modem.. I had upgraded to this modem as part of a new package because of the AC connectivity being advised by Optus this was the best option for video steaming. I have to say though that since we installed it 2 months we've had frequent wifi drop outs- constantly having to change between the 2.5 and 5 bands and then often finding that neither works for extended periods of time. When I've contacted Optus technical support though they have assured me there is no problem with the strength of the modem signal and they hadn't heard of issues about the modem/router so advised it wouldn't be this- even though I suspected it might be something to do with the router. I previously had the net gear CG3000 V 2 and i experienced no similar issues with this and it worked fine for video streaming. I only upgraded because I thought there would be a further improvement because we now had so many AC enabled devices and based on Optus advice. WE have cable broadband and have not had NBN yet - still 12-18 months away so nothing to do with this. I'm about to go back to the modem I was using previously but interested in whether other people have had the same experience.

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Crowd Champion
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Re: WiFi Issues sagemcom F@ST 3864

Hi

 

There are many posts regarding Sagemcom poor wifi.  I suggest, when you have plenty of time, to enter Sagemcom into search on this forum and to go through the numerous discussions.

 

Dave


__________________________________________________________________________
I’m a Yes Crowd Champion (not an Optus employee). I share my knowledge on Yes Crowd on a voluntary basis. If I answered your question, please mark it as a Accepted Solution. If I helped you out, hit that Kudos button Smiley Happy
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Re: WiFi Issues sagemcom F@ST 3864

You should check you have received the right modem.

 

I just spent 45mins on chat to "SUPPORT" who tell me I have the right modem...but I ended up shouting at them that they sent me the lower modem, not the AC modem.

 

Transcript caused RAGE - OPTUS, you can do better

 

8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 1/7
Thank you for choosing Optus. Optus has a privacy policy, please let your consultant know if you would like
additional information.
Hi, you are now chatting with Harvey A.
Harvey A • 10:44 AM
Hi, this is Harvey A, your Optus Sales Consultant, how can I help?
You • 10:44 AM
Hi Harvey,
Harvey A • 10:44 AM
Hello..
Harvey A • 10:44 AM
How may I help you today?
You • 10:45 AM
I have recived a modem for NBN - which is due for activation in 2 weeks.
Harvey A • 10:45 AM
Can I have your order number please?
You • 10:45 AM
I want to confirm that I have received the RIGHT modem ...as I have ordered the $80 NBN which is AC
wireless modem.
You • 10:46 AM
Where do I find the order number - is it one the delivery note ?
Harvey A • 10:46 AM
Can I have your order number please?
Harvey A • 10:46 AM
You will get the email regarding the order to your email address..
You • 10:47 AM
0719300988
You • 10:47 AM
or
You • 10:47 AM
AMQPFRA002
Harvey A • 10:48 AM
Thank you..
Harvey A • 10:50 AM
Do you have order number starts from 6?
You • 10:50 AM
nope.
You • 10:50 AM
Every time I call OPTUS you ask me for some DIFFERENT ORDER number
Harvey A • 10:50 AM
In that case you will have to contact our sales support team
Harvey A • 10:51 AM
For further assistance you can reach our Delivery/Sales Support team at 1300300562 available Mon - Fri:
8:00am - 7.00pm EST.
You • 10:51 AM
what are they going to do?
Harvey A • 10:51 AM
They can help you with this..
You • 10:51 AM
why can't you?
Harvey A • 10:52 AM
You can talk to them and delay the service..
Harvey A • 10:52 AM
I wish I could help you with that.
But as I am a Sales Agent through chat, I don't have access to that data.
You • 10:52 AM
why am I delaying the service
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 2/7
Harvey A • 10:52 AM
You can activate also..
You • 10:52 AM
you people are a waste of time.
Harvey A • 10:53 AM
As I am sales agent I have limited access in this..
You • 10:53 AM
always 'call / speak to someone else' and ' that isn't the right order number"....customer doesn't fabricate order
numbers
You • 10:54 AM
and you always TELL customer they have to contact someone different instead of offering customer service
and take details and get the right team to contact me...your PAYING CUSTOMER
Harvey A • 10:54 AM
Let me connect you to our sales support team
You can have a word with them
Harvey A • 10:56 AM
I will transfer you to service chat team who can look into this issue for you and help you a further. All the
service representatives are busy at the moment, it might take a while before you get connected. Meanwhile
you can also contact our team at 133937.
You • 10:56 AM
OK - thanks
This interaction has been transferred
Harvey A left the chat
Greg has joined the ch at
Hi, you are now chatting with Greg.
Greg • 10:56 AM
Hey, you are through to Greg from Pre-activation team residential. I am quickly reading the previous chat
and I will be with you in a minute or two. Is that okay?
You • 10:56 AM
Hi Greg,
You • 10:57 AM
I am trying to determine if you have sent me the right modem for my NBN plan...can you help identifying
this
You • 10:58 AM
Hello?
Greg • 10:58 AM
Hey, hope you're having a good day 🙂
let me quickly check your account and see what best I can do for you.
Greg • 10:58 AM
I need to access the account to assist you with your enquiry -
may I have your installation address & full name and date of birth to confirm the account details please?
You • 10:58 AM
15 Glen Valley Road
You • 10:58 AM
Paul Dubar
You • 10:58 AM
3-01-1968
You • 10:58 AM
30-01-1968
Greg • 10:59 AM
it will just take me 2 – 3 minutes to review the details and once I get a clarity on this and get a solution, I will
be back, is that ok?
You • 10:59 AM
What are you checking for me ?
Greg • 10:59 AM
Modem
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 3/7
You • 11:00 AM
OK thx
Greg • 11:00 AM
I see you are experiencing a momentary issue in connection. Can you confirm you are receiving my
messages?
You • 11:02 AM
no i am ok
You • 11:02 AM
please continue
You • 11:02 AM
I await your reponse
Greg • 11:04 AM
😄
You • 11:04 AM
I should have received F@ST3864AC but that isn't what it says on the box....
Greg • 11:06 AM
I'll be right with you.
Greg • 11:08 AM
Thank you for waiting. I'll be with you in just a moment.
Greg • 11:08 AM
Thanks a ton for waiting Paul 🙂 Let me make it better for you, I just reviewed the details & I found that your
installation looks nice & easy to go 🙂
At the installation address :
15 GLEN VALLEY RD
FOREST HILL VIC 313 1
Your on $80 plan & the modem is
You • 11:09 AM
you haven't written the modem name
Greg • 11:09 AM
Includes Sagemcom F@ST AC WiFi modem for a better entertainment streaming experience.
Greg • 11:10 AM
Please have a look above 🙂
You • 11:10 AM
yes OK - I know what it says on my plan order- but you haven't sent me the AC modem
Greg • 11:10 AM
I have already checked with my supervisor and we are looking into your account records now to provide you
the absolute resolution
Greg • 11:10 AM
Please stay with me I am checking on all possible ways to help you out Paul 🙂
You • 11:11 AM
sure
Greg • 11:12 AM
😄
Greg • 11:13 AM
Is it a white color modem?
You • 11:14 AM
It is WHITE
Greg • 11:14 AM
That's the one.. Sagemcom F@ST AC WiFi modem
You • 11:15 AM
Then why does the onine OPTUS spec sheet show a black one?
You • 11:15 AM
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 4/7
And why does this modem have only ONE SSID? An AC modem has two SSID's one for 2.4GHz and one
for 5GHz doesn't it?
Greg • 11:16 AM
The black one is normal once.
Greg • 11:16 AM
The black one is normal modem.
You • 11:18 AM
Let me check it.....also it doesn't have a coax- connector on it, so how does existing Optus cable connect to
this modem?
Greg • 11:19 AM
let me quickly get that information for you. Can you please stay online for a minute or two….
Greg • 11:21 AM
click me ♥
Greg • 11:21 AM
Have a look at it, hope it will be helpful?
You • 11:21 AM
one minute
Greg • 11:22 AM
No rush, I am here.. Take your time 🙂
You • 11:22 AM
Ok -so the engineer will provide an NBN box to connect to coax is it?
You • 11:24 AM
THIS IS THE WORNG MODEM.
You • 11:24 AM
WRONG
Greg • 11:24 AM
I'll be right with you.
Greg • 11:24 AM
Just a clarification, If you could on the modem is the model number given has : F@ST 3864
You • 11:24 AM
I just plugged my laptop into it and it is only 2.4HZ
You • 11:25 AM
802.11ac Wi-Fi uses the 5GHz frequency band. Older wireless kit uses the 2.4GHz
Greg • 11:27 AM
I'll be right with you.
Greg • 11:28 AM
It is bit technical but still I will explain you in simple way.
The thing your service is not active yet & the frequency band will not work effectively at all as of now. So to
avoid all these challenges, I request your patience on til the service go active
You • 11:29 AM
YOU are TALKING UTTER RUBBISH PAL
You • 11:29 AM
I WORK IN COMPUTER INDUSTRY - I DO THIS FOR A LIVING
Greg • 11:29 AM
I totally understand the need of AC wifi modem that gives 5 GHz WiFi channels & frequencies.
You • 11:29 AM
I WANT YOU TO SEND ME THE RIGHT MODEM
Greg • 11:29 AM
We will definitely replace the modem that you have with the AC Wi-fi modem
You • 11:29 AM
I AM NOT WAITING UNTIL IT GETS ACTIVATED AND GO THROUGH THIS ALL AGAIN
You • 11:30 AM
AND YES, I AM SHOUTING AT YOU NOW!!!!
This interaction has been transferred
Greg left the chat
Andrew has joine d the chat
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 5/7
Hi, you are now chatting with Andrew.
You • 11:30 AM
You are going to wend me the right modem
Andrew • 11:30 AM
Hi Paul, I am Andrew the floor supervisor
Andrew • 11:30 AM
I was with Greg while you mentioned that you were shouting at him
Andrew • 11:31 AM
I least expect this to be a major issue thats why I pitched in
You • 11:31 AM
Because he is wasting my time telling me to do idiotic things
Andrew • 11:31 AM
TOLL does not work on Sundays
Andrew • 11:31 AM
And we can only speak with them tomorrow
You • 11:31 AM
I don't care when TOLL WORK
Andrew • 11:31 AM
Okay
Andrew • 11:31 AM
We are sorry that they picked up the wrong modem
You • 11:31 AM
You can place the ORDER now for the replacement modem after wasting my time repweatedly telling me I
have the right modem and then I have to PROVE that it is not right.
Andrew • 11:31 AM
There will be a guarantees replacement
You • 11:32 AM
Don't you know anything about your own equipment?
Andrew • 11:32 AM
Unfortunately we may not be able to place a new order for AC wifi modem now
Andrew • 11:32 AM
I appreciate that you are an expert good for you
Andrew • 11:32 AM
:)Andrew • 11:32 AM
We are not from the technical department
You • 11:32 AM
You better do something now, because I am not calling/speaking to someone again.....
You • 11:33 AM
What are you going to do?
Andrew • 11:34 AM
As I checked in TOLL track and trace website there is this AC Wifi modem ready to be picked up by TOLL
Andrew • 11:34 AM
from our warehouse hence I have sent out an email to our dispatch team
Andrew • 11:34 AM
And I will speak with them tomorrow first in the morning
Andrew • 11:35 AM
Get the AC Wifi modem picked up by the carrier
You • 11:35 AM
please email me the order details pauldubar@gmail.com with order details
Andrew • 11:36 AM
The consignment number is DM07356589
Andrew • 11:36 AM
Sure I will send out the order details to your email address
Andrew • 11:36 AM
I will send you the chat transcript as soon as the chat ends
You • 11:36 AM
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 6/7
Is that the number for the replacement or the number used to pick up this wrong modem?
Andrew • 11:36 AM
To the same email address and shall I call you tomorrow once I get the confirmation email from
Andrew • 11:36 AM
the dispatch team
Andrew • 11:37 AM
Both the old one which was sent to you in July
Andrew • 11:37 AM
and the new order for AC wifi modem are under the same consignment number
You • 11:37 AM
OK.
You • 11:38 AM
And I strongly suggest you and your team know/get training on the products you are selling instead of
wasting customers time "guessing"
Andrew • 11:39 AM
We don't sell any products Paul
Andrew • 11:39 AM
We are not technical qualified
Andrew • 11:39 AM
In Optus we have different departments
Andrew • 11:39 AM
If you would like technical specification on routers you can call our technical team
You • 11:39 AM
At a minimum the order should identify what you have sent out.
Andrew • 11:39 AM
Or I can arrange a call back
You • 11:40 AM
I don't what tech specs - I want what I ordered and will be paying for.
Andrew • 11:40 AM
Sure thing we have ordered the correct one
Andrew • 11:40 AM
and you received it in July
You • 11:40 AM
If I didn't know anything about equipment OPTUS would happily leave me with this cheap router and charge
me for expensive one
Andrew • 11:40 AM
Had you approached us with regard to the wrong delivery?
You • 11:41 AM
I only opened it today....because I am waiting for NBN engineer to come so there is no rush
Andrew • 11:41 AM
The plan that you are in you get the AC wifi modem
Andrew • 11:41 AM
correct and there is a new order for AC wifi modem
Andrew • 11:41 AM
Optus won
You • 11:41 AM
yes,I know that. But that's not was sent , is it
Andrew • 11:41 AM
Optus won't deliberately deceive any of our customers
You • 11:41 AM
Not saying you do.
You • 11:42 AM
I look forward to receiving the order detail via email and the correct equipment.
Andrew • 11:42 AM
Thank you
You • 11:42 AM
Thank you.
Andrew • 11:43 AM
8/27/2017 Optus Chat Support
https://www.optus.com.au/psp247/247SN.html#key=optus-v1-001&version=v0.1&pspVersion=default&cdnPath=... 7/7
:)Andrew • 11:43 AM
I will have all the details sent to your email address along with the chat transcript
You • 11:44 AM
Great
You • 11:44 AM
Have a good day
Andrew • 11:45 AM
Thank you and enjoy your Sunday
Andrew • 11:45 AM
🙂 You • 11:48 AM
When wil I get the Mighty TV
You • 11:48 AM
Fetch box?
You • 11:48 AM
On this plan?
Andrew • 11:49 AM
Sorry I was speaking with the dispatch team
You • 11:49 AM
Sure
Andrew • 11:50 AM
You will receive the Mighty TV within 6 business days after activation
Andrew • 11:51 AM
And I will take care of the delivery of Mighty
Andrew • 11:51 AM
Only after the activation, that the Star Track will delivery the Mighty
Andrew • 11:53 AM
Is there anything else that I can assist you with today?
You • 11:53 AM
Thats all , thanks for stepping up
Andrew • 11:53 AM
It is my ownership, I will take the lead
Andrew • 11:53 AM
Thank you for your kindness

 

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Re: WiFi Issues sagemcom F@ST 3864

28/08/2017- Called OPTUS today to confirm that they were sending me a replacement mode ( obviously I don't expect they are and that I was completely lied to yesterday.).

 

I was not disappointed. There is no record of a new consignment or order for a replacement modem

Why am I not surprised.

 

And yet again the person I speak with is unable to help me

 

Optus: "we do not place any specific modem order when we book the order"...

 

Me: .errr check your own website, the $60 plan and $80 plan clearly state the modem is a different modem on the $80 plan.

 

"Just wait for activation and then contact technical support and they will surely assist you with replacing the modem"...

 

Me: No. I am not activating this service until you correct the order and send me the modem I am supposed to get on my order.

 

Optus:More reassurances it will surely be resolved once your service is activated. In this team we cannot book a new modem.

 

Me: No, I want to this sorted before activation, not after. What number do I call to speak to the right team.

Basically I already plugged this modem in, I don't need the service activated to tell you what modem I have. I can tell technical support anything they want to know without my service activated. 

 

 

Optus:Call this number 13 13 44 Option 1, 3, 2.

 

( more uselessnes from Optus making customer run-around phoning different teams instead of providing any semblance of Customer Service)

 

Me : tried calling the number and following the options - entirely incorrect options..more wasted time.

 

Will call them again later and update in outcome.

 

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Re: WiFi Issues sagemcom F@ST 3864

I received an email saying that the nbn fixed wireles service is congested and slow and have options, 1 is to exit at no cost or move to a lower nbn. My contract will be finished soon and am thinking of going back to Telstra. I don't want **personal information hidden**, $81.81, because I haven't used it because I forgot my password and asked where I bought it (Optus centre Stockland, Bundaberg) to find out what to do and they told me I forgot my password so tough and go and see Samsung. I still do not know how to get hold of Samsung about it and am having reservations about getting another Samsung. Since the nbn is so slow I should go on the cheaper plan. I am paying way too much so what can you offer me before I go to Telstra???

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Re: WiFi Issues sagemcom F@ST 3864

Hello @polikarpus

Sorry to hear that the NBN is congested and slow. During this time the speeds will be slower and congested due to alot of people working and studying from home.

At this point in time, we are currently handling vital and critical enquiries like no connection or financial hardship due to COVID-19, to find out more about this you can visit our COVID-19 Page

I can appreciate that this isn't ideal, however, please contact us again after April 30th and we'll be able to assist you with your request. For your own peace of mind, please know that we're also doing the following: 

- Until 30 April 2020, customers can request to put their current monthly Post-paid mobile service plan charges on hold for 90 days should there be no current need for the service (please note that additional charges such as device repayments and extras are not included and will continue to be charged monthly during this period) 

- Waiving late payment fees for all our customers until 30 April 2020 

- Stopping disconnection and credit collection activities until 30 April 2020 Thank you in advance for your understanding.


(We have removed your personal information from your original post, please try to avoid using personal information in future)


Stay Safe

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