Boost 4G - The WORST experience ever, 1 day in 364 to go... HELP!

Click_It on 17/07/2020 - 14:23
Last edited 17/07/2020 - 14:29

Hi guys

So I bought the $300 / 240GB (for $250) last month and just activated it today. Was very excited to get onto the Telstra network because my old Optus (Catch Mobile) felt a tad on the slow side. Now I'd do anything to have my Optus back. I took screenshots before switching sims but I can't even upload them here at the moment due to internet being so slow.

Speed tests (Down / Up in Mbps)
Optus: 87.8 / 3.29
Boost: 1.9 / 2.2

Apps won't load, I can't look at anything on my google photos, this is the worst experience I've ever had on a smart phone. I also have no internet at home currently so I need to hotspot and nothing is usable.

Phone is a Huawei P30 Pro
Location: Charlestown NSW (just south of Newcastle) - there are towers everywhere, it's a built up area.

What kind of recourse do I have available? I'd honestly just love to get my money back and go anywhere away from Boost. I don't want another day of this rubbish.

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Comments

  • BennyHe2018 on 17/07/2020 - 14:26

    Which city and which suburb you are at? I am in Brisbane and Boost works quite well here though.

    • Click_It on 17/07/2020 - 14:27

      Sorry I knew I forgot something.

      Just south of Newcastle NSW (Charlestown)

      I've just gone out and tested in in various locations around Charlestown and Cardiff, even out in the middle of town it doesn't exceed 2Mbps down.

  • [Deactivated] on 17/07/2020 - 14:26
    -5

    It's almost like every mobile network doesn't cover every sqm of the country. Who would have thunk it?

    • Click_It on 17/07/2020 - 14:28

      Every network covers where I live but thanks for your contribution.

      • [Deactivated] on 17/07/2020 - 14:49

        Clearly not very well

  • [Deactivated] on 17/07/2020 - 14:28
    +1

    I'm guessing you've done a hard reboot of the device, so the next piece of advice would be to try to update the APN settings (normally should be done automatically but just double check.

    https://www.4gapn.com/au/en/boost

    https://www.finder.com.au/fix-apn-problems

    • Click_It on 17/07/2020 - 14:33

      Thanks Flysuper888, Yes the first thing I tried was a few hard reboots but I'll check those settings now and report back.

    • Click_It on 17/07/2020 - 14:36

      Nope I was hoping to find something wrong in there but it's all set up correctly already :/

      • [Deactivated] on 17/07/2020 - 14:40
        +1

        Did you just visually inspect it? I'd recommend toggling the auto select network button if you have one, just so it can do a refresh.

        I'd also recommend you try the SIM in a different phone to make sure its not isolated to the device

  • djsweet on 17/07/2020 - 14:35
    +3

    That is definitely not normal. Even for a trash-tier telco you shouldn't be getting that kind of performance. Likely something wrong with the way your phone is set up. Or maybe you don't have compatible bands or something. What phone?

    • Click_It on 17/07/2020 - 14:37

      That was my first thought too. Huawei P30 Pro which was a flagship at the time so surely it has all the bands needed but maybe someone more experienced can chime in. Both Optus and Vodafone 4G fly in it. I just thought I'd get the best this time around….

      • djsweet on 17/07/2020 - 14:39

        Yeah I don't know then. I would have thought that would be fine.

      • trustnoone on 17/07/2020 - 14:42

        Honestly I'd be echoing djsweet here, I understand if you told me you got nothing, or you got eh level, but this seems a bit slow. Also I find mobile coverage a bit odd, while it looks like yours is quite stable. For example on Optus I'd get close to no coverage on my bed, but great coverage on my table, yours sound just all slow?

        Whats it say up the top? 3G, LTE, 4G? In your settings - Connections - mobile network, does it say your network mode set to?
        I think theres somewhere that also says your db?

        • Click_It on 17/07/2020 - 15:01

          Clicking "Reply" just took 17 seconds to open up a reply box lol.

          Thanks for your efforts I appreciate it.

          Up the top it says VoLTE and 4G. In settings I have 4G and the top option selected (LTE/WCDMA/GSM auto)

          Yeah the dBm is poor (-116 and 23 asu)
          Optus was around -105 dBm so also not great but speeds were roughly 40 times faster still.

          • trustnoone on 17/07/2020 - 17:37

            @Click_It: It sounds like you're on 4G at home, is the 3G the same?

  • stratbargain on 17/07/2020 - 14:40
    +1

    tried a different phone?

    Don't blame boost. They use 100% of the 4G Telstra network. I suspect it's a setting on your phone but you should have checked Telstra coverage in the area before you bought a 12 month sim.

    • Click_It on 17/07/2020 - 14:42

      I did, coverage is saturated where I live as well as the suburbs I just drove around to do tests.

      It could be my phone but all the settings are correct and Optus/Vodafone sims work great in it so I don't know… Unfortunately no spare phone to test.

    • Click_It on 17/07/2020 - 15:09

      I guess I could go into a shop and see if someone can test it there?

    • SlickMick on 18/07/2020 - 10:55
      +1

      I'm with boost, due primarily to that claim, but I call BS. I suspect it's a myth that Telstra is happy to let us run with.

      My evidence: I have a Boost sim in a Sony, my wife has a Boost sim in an iphone, my mate has a Telstra sim in an iphone.
      Location: Awoonga Dam (Gladstone). Me: no reception all weekend; Wife: no reception all weekend; Mate: no probs with reception.

      I had always been suspicious, because I'd always had poor reception both in Brisbane and Gladstone, and changing from Telechoice to Boost made no difference.
      Maybe my mate had a newer iPhone with a better antenna - if so the best I can say is Boost is no better than Telechoice or Aldi unless you have a better phone.

      Edit: but to OP, Boost has been great for me. Reception is no better, but really happy with 80G for $150. And despite activation taking weeks for both my wife and I, once a help desk person provided an email address, we got both sorted really quickly. I can't praise their service enough. (Hugely flawed activation process, but A1 for help.)

  • 87percent on 17/07/2020 - 14:54
    +8

    Pm me your number, I can check the network is all set up correctly (i work for Telstra)

  • pharkurnell on 17/07/2020 - 15:02

    What did they suggest when you called them?

    • Click_It on 17/07/2020 - 15:08
      +1

      Nothing yet, still on hold…

  • Drakesy on 17/07/2020 - 15:16

    Yeah, Boost imho was streaks ahead of my previous optus and vodafone plans in terms of coverage. There was a small speed hit, but it was only slightly noticeable. I'd assume it'll be a settings issue or something similar. I had to completely power down and reset my phone before the boost connection waste stable, it seems you've already done this however.

    • Click_It on 17/07/2020 - 15:19

      Yeah the only other variable I can think of was I updated to EMUI 10.1 last night just before my old Optus SIM stopped working. I never did another speed test after that. But I wouldn't think a firmware update would have this effect.

      Nobody on Boost is taking my call, I can only think of going to a store and seeing if someone can try the SIM in another phone maybe.

      • Drakesy on 17/07/2020 - 15:21

        Have you powered down the device for 15 minutes or so?
        Boost indicated the device should be allowed to completely power down.

  • Mechz on 17/07/2020 - 16:30
    -1

    Could be a bad SIM, might be worth trying a new one.

  • Click_It on 17/07/2020 - 16:36
    +1

    Okie dokie, an update.

    Went to Telstra store who as expected didn't want to know about it, the guy wanted to argue that Boost didn't even use the Telstra network. He was a smart one.

    What I did notice is, whilst in that Telstra store ironically enough I got 215 / 55 speed test. So up there it was obviously routing via a different tower. But it did prove my phone is fine!

    I'm near home now and it's doing 15 / 4 currently so at least it is usable…

    I'm now convinced it's the cell tower. But it's this permanent or slow because of work being conducted? I guess there's no way to know.

    • 87percent on 17/07/2020 - 18:12

      Sure you didn’t connect to the store wifi?

      • Click_It on 17/07/2020 - 18:47

        Nah, wifi was off

    • Nutrino on 17/07/2020 - 18:45
      -3

      "Went to Telstra store who as expected didn't want to know about it".

      I take my coles returns to woolies also.

      • Click_It on 17/07/2020 - 18:47

        Boost told me it was a Telstra matter. I'm trying Boost again now before it becomes a TIO matter

      • iand on 20/07/2020 - 21:44

        Slight difference Woolies isn't owned by Coles, Boost is wholly owned by Telstra

        • ilostnemo on 21/07/2020 - 07:39

          Boost isn’t owned by Telstra!

          It uses their network.

          • iand on 21/07/2020 - 08:44

            @ilostnemo: yes my mistake i confused it with Belong

    • ilostnemo on 18/07/2020 - 16:49

      You get amazing speeds at Telstra shops.

      Hello Boosters/repeaters

      • Click_It on 18/07/2020 - 19:25

        haha fair call! To be honest I think it was the first time I've ever stepped foot in a Telstra store.

  • cheaplee on 17/07/2020 - 17:49

    I thought you had some kind of network cooling of things that cover stuff like this? Did you check the T&C's?

  • bazingaa on 17/07/2020 - 19:25
    +1

    Check with this app.
    https://play.google.com/store/apps/details?id=ru.v_a_v.netmo…

    It will show exact band details and all cell information so that you can at least forward the necessary information to technical support.

    • Click_It on 17/07/2020 - 19:36
      +1

      That's interesting thank you. This explains why my speed was still rubbish 5KM away in another suburb - there and here both uses that same tower.

      Once I get off this tower the service is leaps and bounds above my old Optus service.

      It's using B28 / 700Mhz. This app is handy

      • bazingaa on 17/07/2020 - 23:04

        B28 has limited bandwidth and generally speeds are low. But it useful for indoor coverage as the electromagnetic waves will penetrate walls due to higher wavelength. Try whether is it possible to manually switch to another band on your phone, or at least disable B28 just for testing with another high frequency band (obviously less coverage at high frequency). You can also try on a phone which doesn't support B28 if you have a such spare phone.

        Is it same when you are just outside at your house, like in the garden. I used to have a such situation with Optus and got amazing speeds in the garden but not inside the house due to B28

        • Click_It on 17/07/2020 - 23:12

          I don't think my phone can disable or force a switch of bands.

          Outside speeds are 3-10mbps whether I'm on the lawn or the next suburb. It's not until I leave this towers range and go onto another tower, then I see 150-220mbps

  • Click_It on 17/07/2020 - 20:34
    +1

    I ended up finding another phone to swap and it's exactly the same on the other phone. They were also on Telstra and their speed tests are identical to mine. They hadn't noticed because they use their NBN / wifi at home. So with the entire Telstra network ground down to a halt on this tower, one can hope they'll fix it soon.

    Telstra tech (via Boost) support just acknowledged something was wrong, then said if the call drops they'll call me straight back. Never heard from them again, I guess that's their way of avoiding a refund as I conveniently can't call them back on that number. Will call the TIO on Monday but it looks like this is an exercise in futility. Getting the $250 back is going to cost me more in lost time fighting for it.

    Catch Connect are running a special at the moment so I might just have to put this behind me and return to Optus network.

    Thanks for the help folks. Looks like Boost is awesome, anywhere but the tower that services my area.

  • DannyC on 17/07/2020 - 21:42

    Thats a shame. I was opposite. I had Optus n couldn't get any reception in parts of the house, 4G was so slow, calls dropping and incoming calls automatically going to voice mail.

    Switched to Boost and PRESTO 4G at decent speeds and my reception issues solved.

    • Click_It on 17/07/2020 - 21:54

      Ah, I rolled the dice and got a 1 where you got the 6 :)

      I must admit when I got off this tower I've never seen 4G so fast on this phone. But my speeds are actually closer to 2G on this tower.

  • bremo on 18/07/2020 - 07:57

    Go to this website, https://www.rfnsa.com.au/ check how far you are from the nearest Telstra tower and check which bands are available at that tower (700 MHz and etc), check which 4G bands your phone is capable of.

  • Troyp on 18/07/2020 - 08:07
    +1

    Contact TIO… telecomunations ombudsman as you are not getting what you paid for

  • John3000 on 18/07/2020 - 08:27
    +1

    Depending where you are located in Charlestown you may be going off the tower at Dudley. This tower is at the highest point in Newcastle and am led to believe recently had 5G equipment fitted but maybe not activated. Boost is 4G only anyway. The problem with this tower may be ongoing faults or simply too many users as I am also with Boost and struggle to get any data most of the time when I am located in range of this tower…other times especially around midnight I might get 100MBit. Usually streaming in my car, Mt Hutton, Gateshead, Windale, Bennett's Green area all suffer as soon as I drive into those suburbs.

    • Click_It on 18/07/2020 - 10:21

      I'm over the other side looking towards the tower between Macquarie Hills and Lakelands on the hill there. I know Vodafone and Optus are awesome from that tower but Telstra is an embarrassment. When I was standing in the high section of Charlestown square towards chemist warehouse it was flying. Unsure which tower that was connected to.

      I had the feeling, and you've just reinforced it, Telstra have no intentions of upgrading this.

      Will lodge a complaint in writing with the TIO on Monday before I change networks. I don't expect to see my money returned but will throw the dice and see.

  • rod1709 on 18/07/2020 - 11:19

    have you asked for a refund from boost?

    • Click_It on 18/07/2020 - 11:58
      +1

      Apparently during Covid, nobody in Boost are authorised to handle such a query - they send you to Telstra tech support instead to go through all the standard questions and once they discover there is congestion issues, hang up on you (happened twice)

      TIO on Monday.

      But in the mean time I'm getting a Netgear Nighthawk M1 4G modem /w Catch Connect 365 data sim then I won't be so anxious to resolve this mess. The phone calls work perfectly, it's just the data.

  • 87percent on 18/07/2020 - 15:51

    Jump on your local Facebook suburb group, see if others are complaining. There might be a network issue in the area or something like that. Don’t waste the TIO’s time, they’ll ask you what steps you’ve taken with your provider, TIO should be your last resort

  • djoz on 20/07/2020 - 12:26

    I have faced this problem. It is due to a setting in your Access Points.It randomly works and doesnt work in certain areas
    Try doing this and it will work. It is not a problem with Boost's network.

    Check what is APN Type set to. It will be either one of the following:
    default,supn,dun
    default,supn
    default

    I would suggest you set it to last option, i.e. default

    Tell me if it works. This issue affects random handsets and random users. Also, it does not affect always, sometimes it works and sometimes it doesn't.

    If setting to default doesnt help, then try default,supl
    See what best works for you.

    I was exactly in the same situation as yours when I ported to Boost and had thought I did a big mistake. Also, the network and speed is fine when you move around to certain other areas. So that's even more baffling. I hard a hard time figuring this out myself. But in the end, it did help, and I am having no issues no, in any area, more than 1 year now.

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