cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
keishasareen
New Contributor
New Contributor

Problems with Optus modem ZTE MF920V

Is anyone else having problems with Optus WIFI modem ZTE MF920V? I returned one that I'd bought in March 2017 and had for 10 months because it suddenly turned off and wouldn't charge anymore, regardless of which charger I used. I had bought it at Big W and initially they refused to replace it, telling me to take it up with Optus. I refused and demanded they replace it as it was under the 12 month warranty and they were the ones who sold it. They eventually refunded it as they were sold out so I bought another at Kmart on the 13/1/18 and tonight it suddenly turned off and wouldn't charge. I spoke with Optus tech support and they said to take it in to Optus tomorrow but I wanted it tonight to submit an email. I plugged it and unplugged it in with multiple different chargers and power points and pressed the reset button continuously for TWO WHOLE HOURS no joke, and eventually it started working again. Am I the only one with this problem? Should I demand another replacement in case it does it again next week? It also seems slower these last few weeks...

0 Kudos
Reply
9 Replies
Dan_C
Retired Employee
Retired Employee

Re: Problems with Optus modem ZTE MF920V

@keishasareen, as long as you're still under warranty, there really shouldn't be an issue.

 

You'll need to head in to your local Optus store. We're unable to replace the device on the spot. It'll need to be sent away to our warehouse for assessment. 

 

The timeframe for a repair or service depends on the type of handset, the issue and what's needed to complete the repair. Most devices are completed within 5-10 business days.

Please note:

  • The repair / replacement of a faulty device is conducted in-line with your device manufacturer's after sales support program
  • If your device cannot be repaired, it's possible that it may be replaced with a refurbished or remanufactured unit
------------------------------------------------------------------------------------------------------------------
If you've found my answer helpful, please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
0 Kudos
Reply
keishasareen
New Contributor
New Contributor

Re: Problems with Optus modem ZTE MF920V

While I appreciate your reply Dan you are quite wrong in your answer. After a bit of research I realised that a wifi modem that turns itself off and won't charge would be considered a "Major Failure" of the device under the Australian Consumer Law and it would be at the consumer's (ie my) discretion to request (demand) a replacement or refund. Also waiting upwards of 10 days for my device to be looked at/fixed is ridiculous given that I would be paying for an Internet service that I couldn't use for 10 days.
Dan_C
Retired Employee
Retired Employee

Re: Problems with Optus modem ZTE MF920V

The information I've given you was sourced directly from our internal support page. It's not something that I've pulled from thin air.

 

This has always been the process for replacements/refunds. I began my time here at Optus in a retail store. We'd always send the device off for assessment before replacing/refunding the device.

 

You've purchased the device from another retailer, If you were to go through an Optus store, you'd have to follow our replacement process. If K-MART can replace the device on the spot, then they'd be your best bet. I'm sure that if you're able to demonstrate that the device is faulty then they'll be able to offer you a refund or replacement.


We'd obviously take the fact that you're unable to use your allocated data allowance into account and you'd either be offered an extension on your prepaid data expiry or a credit to offset the lost data.

------------------------------------------------------------------------------------------------------------------
If you've found my answer helpful, please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
0 Kudos
Reply
sixtydollars
Occasional Contributor
Occasional Contributor

Re: Problems with Optus modem ZTE MF920V

Gosh, have Optus have neglected Australian consumer law in their procedures?

Customer discretion under conusmer law is no matter of "thin air" either. Is the Optus internal website superior to the Law?

Funny as it is, I tried to buy one of these modems today at an Optus store, and got told they are not in stock so I must go to BIGW!

My MF920 (from BigW) being in use for an hour has shown its first power error for me, so I read this thread with some concern.  Time to search wider on the net regarding this item ( I'm beginning to wish I followed the behaviour of my local Optus store and not bothered getting this device)

Fortunately for me I have previously had cause to return faulty electronic goods to BIGW who on that occasion did not flout the law and replaced the goods on the spot without me having to insist on my rights. 

 

My question is, seeing that Optus internal documents would appear to advise staff to send customers back out the door ignoring their right to claim a replacement or refund but rather hide behind ZTE warranty procedures. That being given; should Optus advise customers to go to BigW for a better support experience?

(Not being privy to the Optus internal website, the above question may be on an unsound basis - perhaps Optus do not advise staff to effectively steam-roller/shaft/bully/hoodwink their customers, but rather advise staff to comply with customer protections, in which case I withdraw the question)

 

Very sincerely,

Mike

 

Tags (1)
0 Kudos
Reply
sixtydollars
Occasional Contributor
Occasional Contributor

Re: Problems with Optus modem ZTE MF920V

Yes,

see my reply to the moderator below...

 

Mike

 

P.S. I only know about the behaviour of three of these devices. Two are/were yours, and one is mine. So, with the three, we have a 100% defective device rate. Is it time to look for something else?  If you get another one, make sure you move closer to McDonlads so you are guaranteed to be able to get on the internet.

Mine is not a day old and I am definitely looking to replace it. I'm looking at something with external antennas for the 4G phone signal like the TP-Link TL-MR6400, its not portable, but SO FAR I'm reading good things about it. 

If I need another mobile hotspot, I'll probably get a dual sim phone that is reported to be reliable.

Tags (1)
0 Kudos
Reply
sixtydollars
Occasional Contributor
Occasional Contributor

Re: Problems with Optus modem ZTE MF920V

Er..... forget TP-Link TL-MR6400 missing Optus 700 MHz band.

0 Kudos
Reply
fountainofbeaut
New Contributor
New Contributor

Re: Problems with Optus modem ZTE MF920V

I have the exact same issue with my Optus ZTE MF920V modem. I picked mine up from Target on May 5th and last night, it would not charge nor would it turn on. My search for this issue brought me to this forum where I see I'm not alone. I hope I will be able to get a replacement quickly for this Modem that is just a bit over one month old.

sixtydollars
Occasional Contributor
Occasional Contributor

Re: Problems with Optus modem ZTE MF920V

Shame batteries are sealed into devices these days... because putting the battery onto a specialist charger might solve most of these errors.  My device was very close to "over-discharged" but I was just about lucky enough to get it to charge in the first week.  Next time I buy something with a LIPO battery in it I will definitely be asking how old the stock is.

Tags (1)
0 Kudos
Reply
wensu
New Contributor
New Contributor

Re: Problems with Optus modem ZTE MF920V

Dan is incorrect and so is Optus' internal document. Nonetheless Optus have no reason  to repair or replace that BigW device unless they voluntarily wish to. BigW owe you the repair, replacement or refund. if it doesnt work and within warranty this is a major failure  and you can demand  a refund  from BigW and they have to refund you. 

 

i would suggest anyone concerned with the supposed Optus internal material and if have been affected by it just log a complaint with ACCC and reference this yes crowd post.

0 Kudos
Reply
Top Contributors