Exetel Home Wireless Broadband Not Working

LBimbilibilikili on 18/07/2019 - 09:52

Less than a month in 12-month contract with Exetel, 250GB data plan. When its there it works [rarely]. But there is hardly any connection. I have talked to Tech support and have been told after few quick-fix [which didn't work] Netcomm NL1901ACV modem needs the latest firmware update, which will happen in a few weeks; automatically. Last night was sent a list of things to run using the command prompt, I am not a tech a savvy guy, and get stressed about all these.
I am already fed up, especially getting hold of them takes 127 minutes every time. Can I break the contract due to them being not able to provide service?

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Comments

  • PLA74 on 18/07/2019 - 09:55
    +1

    Log a TIO complaint :)

    • Bimbilibilikili on 18/07/2019 - 10:45

      Thanks, thinking of that!

      • Typical16-bitEnjoyer on 18/07/2019 - 12:37

        Make sure your TIO complaint includes the date you originally logged a support request / emailed support. Very important.

  • ESEMCE on 18/07/2019 - 10:18

    What signal strength is the modem receiving?
    I'm guessing it's poor to the point of dropout and no Firmware update will fix this. Exetel are just stringing you along.

    Modem location in your house will dramatically affect your signal strength.
    Make sure you know the location of your nearest towers (check https://oztowers.com.au/Home/Query )and move the modem to a position in a window ideally with line of sight (or as near to it as possible) to the tower.

    • Bimbilibilikili on 18/07/2019 - 10:47

      Signal strength is good, most of the time 3 lines. Actually, the reason I took this is, the tower is pretty close, less than 500m.

      • DiscoBandit on 19/07/2019 - 16:45

        I have the exact same as you but I usually have 4 or 5 bars. Sometimes mine drops down to 3 bars and it's not usable.. awful. And evenings/weekends are pretty bad too.

  • JordanM on 18/07/2019 - 10:20
    +1

    Lodge a complaint with Exetel directly, then if its not resolved to your satisfaction contact the TIO.

    Some on Whirlpool have been successful with obtaining the Huawei model https://forums.whirlpool.net.au/thread/9plz0p69?p=-1#bottom

    • Bimbilibilikili on 18/07/2019 - 10:53

      Lodge a complaint with Exetel directly

      I have never received the actual response of my very first email complaint; since then I am trying fixing things talking to their tech support.

  • crashloaded on 18/07/2019 - 10:32

    Are you in range with a tower that runs 2800mhz?

    This is why I never got it because my tower doesn't run that frequency which is the optimal frequency for home wireless.

    • Bimbilibilikili on 18/07/2019 - 11:09

      I have checked, its actually 2300mhz that I need. Yes, I have that in the vicinity.

      • crashloaded on 18/07/2019 - 16:33

        Oh yeah sorry 2300mhz. Instead of resolving the matter over the phone, now start all correspondence via email so you have everything in writing.

  • Scorpex on 18/07/2019 - 12:23

    Running very well here with the Huawei modem…..if you are close to an Optus 2300 mhz tower, it should be fine. What sort of speed do you get when it is running OK?

    • Bimbilibilikili on 18/07/2019 - 14:06

      Hi Scorpex,
      I got 12/1 when it ran. But, the issue is the modem.

  • slow on 18/07/2019 - 14:39

    I only used mine for a few months, but had to power cycle it every morning to and sometimes during the day as it lost connection. When it was connected it worked well.

    • Bimbilibilikili on 18/07/2019 - 15:21

      That's what I am getting as well, with the only difference, my power cycles are rather frequent, like twice in an hour.

      • ESEMCE on 18/07/2019 - 15:38

        And to think someone was telling me that the Netcomm Modem was an improvement over the Huawei in one of the Exetel Deal Threads!

        I assume a factory reset on the modem is not bringing any joy?
        Power supply could be an issue, if you have an old plugpack that outputs the same voltage and amperage with the correct connector, it might be worth trying a swap.

        Netcomm Firmware page is here, you could download the May update and flash it manually rather than wait for Exetel to push an update (assuming you're not already on the May release)
        https://support.netcommwireless.com/product/nl1901acv#Firmwa…

        • Bimbilibilikili on 18/07/2019 - 15:54

          I actually updated the firmware- May release last night; didn't change anything.
          I think they are not telling me the full story.

  • kranix on 18/07/2019 - 15:51

    It works a lot better if you use an external aerial. I bought one for $80. It just suction cups to a window.

    • Bimbilibilikili on 18/07/2019 - 15:55

      Showing full signal, LTE lights on; its the internet light that keeps dropping.

      • kranix on 18/07/2019 - 16:02

        I had the same problem. It would connect and work for a while but it would drop out frequently. Then I would need to power-cycle the whole thing.

        I'm with Optus, because they give full 4G speeds. Exetel are just a reseller of Optus and they are speed capped to 12/1.

        Take a look at this: https://ausdroid.net/2019/01/20/optus-4g-wireless-broadband-…

      • ESEMCE on 18/07/2019 - 16:26

        Can you see the actual connection stats?
        RSRQ
        RSRP
        SINR
        RSSI

        My Huawei E5186 shows 3 bars (maximum) of signal even when the signal quality is rubbish.

  • jackofspade on 18/07/2019 - 16:24

    Can't you swap the netcomm modem for the huawei one? I have the huawei b525 and it works perfectly without any external antenna.

  • vash12 on 18/07/2019 - 16:56

    Cant comment on their mobile broadband plan, but I used to have my adsl plan with them. Their support was next to nothing. Eventually my speed was so slow to the point that I cant even use it anymore. Switch to optus 4g mobile broadband and now I get 60/10 on average with ac800s. Night and day really.

  • kp93 on 18/07/2019 - 21:06

    I'm having issues with their wireless as well.

    Every evening, the connection drops and I have to power cycle to connect again. I emailed them and was passed on to one of their network engineers who gets in touch and follows up every couple days.

    Sent them screenshots and my logs of the drops.

    They checked with optus and advised that I'm too far from the tower and due to congestion the connection drops. They offered me a full refund and cancellation with no fees.

  • honkas on 18/07/2019 - 21:19

    The NetComm seems a dodgy piece of tech for those using it. So many dropouts.. have a Huawei b525 and no complaints at all.. see if exetel can provide you that modem to rule out the hardware issue..

  • TomGum on 19/07/2019 - 21:47

    I have the Huawei B525 and it drops out every night around 7-8pm. The modem appears to be connected but there is actually no data flow. So I have to disconnect/connect to get the data flowing again.

    It’s basically a network issue. The Netcomm will be getting an update very soon so I hear which will apparently address this very same issue. So i’d be keen to know if that update fixes this issue.

  • HeWhoKnows on 20/07/2019 - 08:58

    Yes! But that possibly ends up in another argument about the early termination penalty.

    I would just tell Exetel you want to end the service due to the fact it daesnt work and ask for a complete refund. With NO PENALTY!

    Unfortunately Exetel is nortorious for long wait times and poor service.

  • Bimbilibilikili on 21/07/2019 - 10:50

    Hi Guys!
    UPDATE, it's actually working now. I finally gathered courage to telnet and change few settings as they asked, and seems this time the fix actually works!
    No interruptions since last 3 days.

    • TomGum on 21/07/2019 - 17:19

      What changes have you made? Would be keen to try it myself.

      • ESEMCE on 22/07/2019 - 07:47

        Guessing it would be a signal lock to stop the modem searching for and connecting to a stronger signal, and keeping it connected to band 40

      • Bimbilibilikili on 22/07/2019 - 14:09

        Here is the email in its entirety. Please change at your own risk, I don't think its customer-specific, but double-check; as I am no expert.
        Netcomm has advised to telnet to the modem and run the following in the case where dropouts / no connectivity issues are reported for Wireless Home Broadband services using the Netcomm modem.

        1. open command prompt with admin privileged

        2. Type telnet 192.168.—.-
          3.(username admin and password serial_number) to the modem and execute the following command:

          sh

          3g-mngr chat at+qcfg=\"band\",1,8000000000,0

        3. power cycle the modem.

        • ESEMCE on 22/07/2019 - 14:18

          Yep, that's almost definitely locking the bands, looks very similar to the code used to lock bands on Huawei devices.
          Pressing the reset button will wipe the changes, so it's incredibly low risk.

          • TomGum on 22/07/2019 - 15:34

            @ESEMCE: Are you sure it's locking the band? There is already a beta firmware that can lock it to Band 40 without the need of the above command?

            • ESEMCE on 22/07/2019 - 15:37

              @TomGum: Almost certain. That big number is a Hexadecimal output for the Bands
              Here's the Huawei version

              https://whrl.pl/RerWlb

              Uses the same 8000000000 to lock to Band 40

              The OP indicated that Exetel had told him/her that the next firmware release would resolve the issue, so it makes sense that the beta might have this feature in the web portal.

              • TomGum on 22/07/2019 - 15:42

                @ESEMCE: Oh….

                I have both modems, and both have a band locking option via web portal. So is there any point running the command?

                • ESEMCE on 23/07/2019 - 10:01

                  @TomGum: If you can lock to Band 40 only, then no, there is no benefit.
                  That's what this command is doing.
                  The web interface would perform the exact same change.

                  If you are only capable of locking to a small range of bands, then this will force the modem to ignore all signals except Band 40.

                  • TomGum on 23/07/2019 - 10:10

                    @ESEMCE: Yeh i’ve Locked mine to band 40 on both modem. I get great speeds but the daily dropout is annoying, especially as it is during Netflix show.

                    • ESEMCE on 23/07/2019 - 10:20

                      @TomGum: I've been connected to Optus direct since January and we have had 2 dropouts only.
                      I have an External antenna which boosts my signal strength dramatically and gives me direct line of sight to the tower.
                      I suspect signal strength is the key here.

                      • TomGum on 23/07/2019 - 11:35

                        @ESEMCE: Unfortunately I have 5 full bars of signal :(.

        • TomGum on 22/07/2019 - 15:35

          Any idea what this command actually does?

          Can you help with full format of the telnet command with an example (dummy password)…

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