Issue with Vivid Wireless - Refusing to Provide Unlock for $199 Router

Empharand on 23/03/2018 - 12:13
Last edited 23/03/2018 - 12:53 by 1 other user

Hi all,

Long story short I signed up to VIVID Wireless's unlimited 4G plan, and you are required to buy a Huawei B315s for $199.00 to use their service (there is no option to BYO)

As their speeds are capped at 12mbps Download & 1mbps Upload, I have been required to switch to another more expensive provider to get better speeds as the speeds are painful as I live in a house of 3 other people and sharing those speeds is difficult.
I called VIVID Wireless yesterday to cancel my service at the end of this month, and I asked them if my router was locked to them and they said yes, I asked them if they could provide me with a method of unlocking the router to other providers as I have signed up to a new provider and I require that router and they said I wouldn't be able to unlock it and that I could only use that router with VIVID Wireless. I explained that I purchased the router outright through them for $199, and that there other stores (ie. MSY, Centrecom, eBay) that sell the same router unlocked for the same amount. The customer service rep reaffirmed that there's nothing they can do to unlock the device. I also spoke to the superviser and he reaffirmed the same thing.

I had a look through their 'Critical Information' sheet on their website which doesn't say anything about the router being permanently locked to VIVID Wireless, I reviewed that document before I proceeded with VIVID Wireless and yesterday and there's nothing mentioned about the device being permanently locked to VIVID Wireless.

I'm now faced with having to buy another 4G router despite the fact I already paid $199 for one through VIVID Wireless. My VIVID Wireless router will be a $199 paperweight as of the 31/03/18

Do I have a leg to stand on in this case?

Thank you in advance.

Internet

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Comments

  • Lion007 on 23/03/2018 - 12:36

    Hi, just a quick question - who is the more expensive provider and what kind of data limits and speeds will you be getting?

    • Empharand on 23/03/2018 - 12:48

      Well, here's the thing

      Optus is $70.00 for 100GB per month on 4G with uncapped speeds, however with a household of 4 people (including myself) we have been required to buy 2 of those plans so we get 200GB per month, and restrict 2 people to each plan (50GB each) so there's enough data for everyone. The others guy bought their own router (cost about $150) and I was planning to use the VIVID Wireless router.

      So total cost is $140 per month

      • dasher86 on 23/03/2018 - 13:03

        ouch, it's currently 200gb for $70 plus a free tablet (if the deal hasn't expired).

        • Empharand on 23/03/2018 - 13:06
          +2

          I believe I remember seeing that deal, that was for a 24 month contract. I didn't sign up to a contract with Optus as NBN is coming to our area at the end of the year so I didn't want to get locked into a contract

  • trustnoone on 23/03/2018 - 12:39

    They're on Optus right? Not sure if possible if you can ask Optus?

    • Empharand on 23/03/2018 - 12:51

      Yeah VIVID uses Optus network, I was told by the VIVID Wireless supervisor that the router will accept the Optus SIM but I won't be able to get a connection to Optus and therefore it won't work.

      I doubt Optus can do anything as the device is locked through VIVID Wireless

      • trustnoone on 23/03/2018 - 12:53

        I won't be able to get a connection to Optus and therefore it won't work.

        Honestly, I'd definitely confirm this before buying a router. I've never had issues with phones before doing a similar thing? (And being told that it wouldn't work when it did).

        • Empharand on 23/03/2018 - 13:09

          It's worth a try, if it doesn't work I can put the SIM in my phone (I have a dual SIM phone) and hotspot the connection to my computer and my room mates computer (rooms are next to each other) but best case scenario is that I can use the Huawei router.

      • unco on 23/03/2018 - 13:37

        Have you tried it? I've got a Vivid modem and put an OVO sim in it and it worked great.

        • Empharand on 23/03/2018 - 13:39

          Nah not yet, I'm still waiting for the OPTUS welcome pack to come which should be early next week.
          OVO run on the Optus network so yeah that gives me a little more confidence that it may work.

          Do you know if your router is a Huawei B315-607? Should say it on the back of the router or the box (if you still have it)

        • unco on 23/03/2018 - 13:54

          @James D: Yes it is, they've been issuing the same router for a long time.

        • Empharand on 23/03/2018 - 13:59

          @unco: Awesome, I have a lot more confidence that this will work :)

  • ozhunter on 23/03/2018 - 13:00

    that sell the same router unlocked for the same amount.

    You sure about that? I think they are locked too.

    • Empharand on 23/03/2018 - 13:02

      Depeneds where you go, Mwave have them for $195, eBay ranges between $218 - 238 with free postage

      Huawei B315-607

  • theHMASfriendship on 23/03/2018 - 14:37
    +2

    Google "Huawei B315S unlock"

  • jimbobaus on 23/03/2018 - 14:59

    Its not uncommon for carriers to Hard Lock modems (means they cant be unlokced)
    A quick search on the vivid website returns the following:

    Can I use another provider’s sim card in this device?
    No, our device only uses a Vividwireless sim card.

  • garetz on 23/03/2018 - 15:34
    +1

    I very much doubt its a hardware lock, more than likely its firmware.

  • pjetson on 23/03/2018 - 16:39

    My understanding of the Vivid Wireless modem (and I have one, but I still could be wrong!) is that it is 2300Mhz only, and only Optus (and perhaps Optus resellers) use the 2300Mhz band.

    Unco (above) said that an OVO sim card worked in his, so that suggests that sim cards from other Optus resellers might also work.

    OP, whose sim card do you want to use in your B315s?

    • pjetson on 24/03/2018 - 11:35

      Vivid say that you can only get the 12/1 speed on the 2300Mhz network. You can only get up to 6/1 on the other bands.

  • Slippery Fish on 23/03/2018 - 16:48
    +1

    You should be able to download the open firmware and flash that onto it. Not sure on process but it's a firmware lock not hardware so getting unlocked firmware should make it useable.

  • ozbjunkie on 24/03/2018 - 11:06

    I think you are on the right track with looking for where you were notified that modem was locked. If they can't show you something you agreed to, surely there is a government body to help you. TIO perhaps? Or Fair trading?

  • DrCraigus on 28/10/2018 - 18:03

    Hi James, how did you go when you received the Optus Sim? I too have just cancelled my Vividwireless and awaiting my new Optus account sim. Did yours work?

    • tychiang82 on 29/12/2018 - 14:37

      Has anyone tried attaching external antenna? Wondering if it makes a difference in 4G signal

    • notJV on 06/03/2019 - 16:11

      Did it work ?

      • thisarapc on 24/03/2019 - 11:17

        Hi there,
        Just restore to modem to default. I will be working with other networks.
        Even I thought it is locked to vivid and could not find any ways to unlock. Then I did restore to default and now working with the Telstra sim.
        Hope this will help.
        Cheers

        • stirlo on 24/09/2019 - 09:20

          How did you do this "restore to default"?

          I selected that option from the settings menu and it didn't work.

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