cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
Welcome to the new look Community! We're still upgrading and making some changes to the platform over the coming weeks! Stay tuned.
New Contributor nvcheeko
New Contributor

Re: AC800s constantly disconnected

Well i got the same modem today and i have worked out the issue definitly a bug in the firmware its like when it drops signal to nothing it goes like this once you do a factory reset its fine again. i have had it happen 3 times after factory reset its fine but no good if you intend to travel with it. any ideas 

0 Kudos
Reply
Occasional Contributor Iceni
Occasional Contributor

Re: AC800s constantly disconnected

Hi NVCheeko

 

I should post a conclusion to this story.

 

TLDR it was a faulty device and I couldn't fix it myself

 

Full story - About a month after my initial posts when we reached Perth, I visited an Optus store (Fremantle) and it was sent off for assessment.  I can't quite remember all the details, but it was slow. It took them almost 2 weeks to determine it was faulty. I thought Yay I can just be given a new one, but no, I had to wait for "another" refurbished one to be completed (part delay even) and sent back.

 

We'd long since left Perth before it got sent back there, and Optus don't have the ability to redirect the returned repair to another store.... In fact you can't even call an individual store - headache! But thanks to a helpful guy instore , leaving 20 bucks and an express post envelope, I eventually received the new one in Coral bay or Exmouth or something and it actually worked great.

 

The modem itself when working was great... it did everything it said well and I couldn't be happier. Still use it now back home occasionally when traveling / staying elsewhere.

 

Optus you should

  • improve your repair assessment speed
  • consider offering new for faulty replacements
  • allow redirections for repairs
  • improve repair tracking, it was days behind reality

If you're having this issue, send off for repair as soon as you can & expect to be without it for at least a month. Optus can pause your plan so you aren't billed for the wasted time/GB until you get it back - so don't forget to do that.

0 Kudos
Reply
New Contributor nvcheeko
New Contributor

Re: AC800s constantly disconnected

Hi Mate 

 

Well i only recieved my brand new modem yesterday, Even after you get it working you turn it off and back again wont connect till you Factory reset, today ill go to Optus and get new one as its definitly faulty or Firmware. 

 

See what happens but no way im waiting as i only got it yesterday.

 

Thanks for your help

0 Kudos
Reply
Highlighted
New Contributor addie_b
New Contributor

Re: AC800s constantly disconnected

can i ask how you get into the interface that you have pictured in your post?

0 Kudos
Reply
New Contributor Duchess29
New Contributor

Re: AC800s constantly disconnected

Well I have had my device for a week, after being sold the dream of 500GB data per month.  Being a Telstra customer for a long time and very dubious about the service I went on a pre paid plan, paying over $200 for the device, plus connection and monthly fee.  Only days in, and I get the same error, can't connect, can't restart and now have to drive to an Optus shop an hour away to get it fixed.

 

Think I might just get my money back and stick with Telstra.

0 Kudos
Reply
New Contributor ac00s
New Contributor

Re: AC800s constantly disconnected

i have been argueing with optus since day une of owning this modem now six months later i find it is a common problom   not happy at all

 

0 Kudos
Reply
Online Community Manager
Online Community Manager

Re: AC800s constantly disconnected

Have you been given the option to send it away to be assessed whether it is faulty?

This is not something that we can assist with here on the forum.
If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.
If not, please Chat with us or Message Us from your My Optus App under the Help menu. 


_____________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
0 Kudos
Reply
New Contributor MuhammadFarhan
New Contributor

Re: AC800s constantly disconnected

Hey guys, many people are facing this and i found a workaround and tested for last 10 hours. So i am going to post. I got a new mobile broadband plan and data connection didn't stay on for more than 5 mins. Then changed the standby time to never and got 1 hour out of it. So i decided to return the plan this morning after a last test/hope. The last successful test is the following. This is what i did: 1. Factory reset your device 2. Go into Wi-Fi > Options > Stand by 3. Change it to never 4. Then go into display > Options > screen timeout 5. Change it to never 6. The data will stay on Cons: battery will run out in the next 10 hours but at least you can use the internet. This works for me since i use it at home and charger is connected. My opinion on this problem, Optus and Netgear please take note. Display timing out is disconnecting the data, please fix with software update. As long as display is on, data connection is established. Peace
New Contributor Antsa
New Contributor

Re: AC800s constantly disconnected

Bought one of these 3 weeks ago, first day I got the yellow bar, while at home. Spoke to tech support - factory reset is the fix and guy is really happy he's fixed the problem. 

 

Didn't use it for a week or so, then tried it on the train to Sydney - 4 dropouts and 4 factory resets in the 45 min journey. Going up in the lift at work - same issue.

 

Optus store tried a new SIM, same problem. They replaced the device on Saturday - back on the train today - 5 dropouts during the day, 3 on the train, two in the lift.

 

Bought a cradle to use at home, but will be returning the Optus tomorrow and the cradle to Amazon.

 

Piece of junk. If you want to use it with any kind of poor reception, it's a waste of time.

 

0 Kudos
Reply
Top Contributors