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Occasional Contributor bobby_slogger
Occasional Contributor

Sagemcom Wifi Issues

After several months of frustration in trying to get the NBN installed properly and dealing with the Optus resolution team after I complained to the TIO, I finally had the NBN installed yesterday,  I was then told I would have to wait up to 24hrs for the service to be activated.  After waiting over 40 minutes this morning on hold, I finally spoke to someone who promised he would call me back at 530 this afternoon. I assumed Sydney time but as it's now after 630 - it must be for some other timezone. I have tested the device and with an ethernet cable, I can get close to 50mbps down and 20 up. On wifi, I have tried PCs, Mac, iPhones and Android devices. The average connection on the Macs and iPhones was around10mbps irrespective if I was standing next to the device or downstairs. The PC managed 20 (running windows 10) and the Android devices got between 30 and 45 respectively. Can someone please contact me as it appears to be an issue with this useless Sagemcom modem. The Old Optus cable modem is giving me rock solid 30mbps on all devices no matter where they are located so it is not the devices that are an issue. Rob
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8 Replies
RetiredModerator Hannah-L
RetiredModerator

Re: Sagemcom Wifi Issues

Hi @bobby_slogger, I'm sorry to hear you're unhappy with the WiFi performance on your modem. Do you have the white or black (AC WiFi) Sagemcom model?

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Occasional Contributor bobby_slogger
Occasional Contributor

Re: Sagemcom Wifi Issues

It's the black one. Occasionally whenI can access the 5Ghz signal, I'll get 50mbps but that is once a day - the rest of the time I can only get 7mbps at best - usually it hovers around 3. 

 

By reading the yes crowd comments, it appears that these modems have known issues so why do you persist with them? I know my gear is not a problem as the old modem worked well on ALL devices throughout the house.

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RetiredModerator AlexRH
RetiredModerator

Re: Sagemcom Wifi Issues

Hmm, it does sound like we'll need to take a look at what's going on with your modem. Have you since raised this with our Faults team, happy to chase up any ref #'s you may have.

You can also check out our channel change guide for WiFi HERE


__________________________________________________________________________
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.

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Occasional Contributor bobby_slogger
Occasional Contributor

Re: Sagemcom Wifi Issues

I did raise it with the faults team and was promised a call back at 530pm on Saturday - it's now Monday and still no call back. I've tried various channels and all with the same result - even checked what channel the old Optus Modem was using and replicated the same channel (with the old modem switched off to avoid interference) and still get the low speed. I can only access the 5Ghz option either early morning or late at night. I get a full strength icon but all devices cannot log on to it. I have no other 5Ghz devices that cause interference.
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Occasional Contributor bobby_slogger
Occasional Contributor

Re: Sagemcom Wifi Issues

I finally received a call back on Saturday where I was told that the connection issues looked fine with the modem and that if it was WiFi, Optus could not do much as there are too many variables. Even though the previous Optus modem worked well and gave a great signal, this Sagemcom (or Sagemcrap as many are calling them) is obviously not up to scratch.  

 

I even looked at Wifi Analyser to ensure there was no conflict - it actually showed the Optus Wifi cut in and out (on a channel no one was using) whilst others remained rock solid. 

 

I'm now waiting for a second modem to see if the modem is the issue but based on as yes crowd trawl, it looks like the model is the issue. I'm philosophically not happy at buying another piece of kit to augmnent what should be fit for service out of the box. Under Australian Consumer Law, the Optus modem is not fit for service as it is not doing what it is designed to do.

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Occasional Contributor bobby_slogger
Occasional Contributor

Re: Sagemcom Wifi Issues

So, after being told by a case manager that Optus cqnnot guarantee wifi service and they can only offer technical advice on ethernet / cabled connections, I was blown away. 

 

The problem us, the previous Optus cable modem (Netgear CG3000 V2) would give me a solid 30mbps download whereas the new Sagemcom can only give me 2mbps at best. The modem is obviously at fault.

 

I have now had to spend additional money to get a netgear router which surprise surprise, gives me 45mbps and is located on top of the sagemcom modem (so the house and the environment are not really an issue are they optus).

 

Thing is - the modems are not fit for wifi service and should not be advertised as such or with a huge disclaimer that they offer inferior signal qualty when compared to previous and more reputable modems. 

 

My case manager tried to call me on on saturday (why do they call when I'm driving with no handsfree) and has not called back since. Here's a heads up Optus - I want a reduction in my plan to offset the cost I had to bear to provide a service that you should be doing. And if you think I'm lying, check the stats in the yesopt.us/speedtest site and you'll see the speed increase from around midday today (and this is with the 2.4Ghz connection).

 

I'll keep arguing this with the TIO and Fair Trading,

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RetiredModerator AlexRH
RetiredModerator

Re: Sagemcom Wifi Issues

Hi @bobby_slogger, thank you for the update, albeit a frustrating one for you 😞

I've checked your fault report and I can confirm that our Case Management team are keeping an eye on this and have a call back scheduled to follow up with you - please let us know if you need further assistance from our end here. 


__________________________________________________________________________
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
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New Contributor Askmeok
New Contributor

Re: Sagemcom Wifi Issues

Date:July 2019, i got new NBN connect. I found out my device such playstation or tv etc.. can not find wifi network from the router Sagemcom. I read few comments and found out that the Sagemcom router have two bandwidth 2.4Ghz (on or off) and other one is 5Ghz (on or off). So make sure login to the router account 192.168.0.1 enter username and password (found it at the back of router). And then go router wireless setting, you should see wo or w1 etc . Click one of them to enable or disable and then you should see 2.4ghz or 5ghz bandwidth. I recommend turn both bandwidth (on) so most old and latest devices (iphone, tv, multimedia etc)  can be use on these network. 

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