Service was ok to start with but about…
Service was ok to start with but about 8-9 months after getting the service i started getting outages which became more and more regular.
I had their 4g mobile service as I am in a rural area with no access to adsl or fibre. When I contacted WN support they said the service was through vodafone nz (now one) and that they had no guarantee of any level of connectivity and could not get any support from Vodafone/One
The outages were occuring at the same time of day, and it was clear to me that theh wereossibly scheduled maintenance. Calls to Vodafone got me level 1 support who claimed nothing was wrong.
Call to WN resulted in a lot of time going through basic network troubleshooting which I had already done.
Eventually on one call when my connection was unusable, I was told the problem was my RSRP was too high and was the cause of the problem. While on the call the connection suddenly recovered (from under 1mbs per fast.com to 80mbs fast.com, and the person asked me for the RSRP and it was worse when i was getting 80mbs than when i was getting <1mbs, therefore completely disproving their theory earlier in the call that I was not close enough to the cell tower to get a strong enough signal...(a theory which made no sense anyway given Id had a good connection for 8-9 months and Vodafone/One had already assured me they had made no changes to their cell tower locations etc, and given Wireless Nation have a page on their website where a potentiall customer is asked to input their physical address and they get a response based on that address to say whether it is in a location they can expect a usable service. In other words THEY were the ones who said my location was close enough to a 4g signal.
After numerous calls they were unable to fix the problem and I said I was considering switching to starlink and the support person agreed that was a good idea. I was not on any fixed term plan/contract.
After that I got an email from them asking me to return the equipment.
I said ok then realised,"hey, I paid around $600 to BUY this gear why do i need to return it?"
So i replied to that effect then they said they would give me a $458 refund for the equipment. This was never mentioned or offered until I asked them why i needed to return equipment I had purchased outright.
I returned the equipment, one modem I had used for a year and was wiped clean and working and no scratches or marks or anything, plus the charger also clean with no scratches or other damage and working perfectly. Plus an antennae I had purchased and never needed to use so literally never got it out of the box, and a second router they sent me right before I switched to starlink which was set up to use the spark network in nz. I plugged that in once and it didnt get a useable signal at all so it was put back in the box and was completely unused.
Got an email from them today saying the equipment was "not in the best of its condition" with no clarification on exactly why it was "not in the best of its condition" and therefore they have deducted the cost of the modem from the refund which is $329. Unless the postal service have broken it in transit or something there is no way it is "not in the best of its condition". And if the postal service have damaged it, then thats on WN and they need to deal with that with the postal service -as WN were the ones who sent me a box to return everything in with a prepaid label, they choose the postal service.
I feel like they were trying to get the modem back from me even though I owned it, and when I pointed that out they had to offer me a refund or admit they were trying to get me to return equipment I actually owned.. but they are now trying to get out of paying me for it.
Luckily I have photos of the modem which show it is in good clean order. Have asked them to send me photos of the condition it was received in. And also to return it to me as its my property legally. If they don't refund me the cost of that modem, as they promised, I will take them to court and they can explain to the disputes tribunal what was wrong with the thing, given my photos of it show it in good condition. They can also explain why they asked me to return it - as if it belonged to them - and did not acknowledge it actually had been purchased by me, until I reminded them of this fact!
I have also in the meantime, received a credit notice on 7 Sept for $103, for the unused portion of the monthly fee, which also has not been credited back to my bank account as of 28 Sept. Given all the gear was already paid for by me, and the monthly costs were all paid and up to date, there is literally no possible way i can owe them money so why have they not refunded. Even if they think the modem is not in good condition I have already paid for it in full when i started using the service. And there was no contract or notice period etc so literally NO reason at all for them to delay refunding my unused partial month.
28. September 2023
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