Frequently Asked Questions

Questions about Vividwireless Home Gateway - Wireless Internet Modem?

Technical

Find short answers to common problems, and we answer some of your more technical questions.

No, our device only uses a Vividwireless sim card.

No, the Vividwireless sim card and modem are fundamentally linked during the activation process. You should not remove your sim card from the modem unless advised by our support team.

Please contact on 1300 327 837 who will assist you in troubleshooting your device. Alternately you can check out your Quick Start Guide which came with your modem.

Speed

Let's talk about speed.

Whilst the Vividwireless service uses the Optus 4G Plus network, it is designed to be used in the home and its data speeds are different to mobile and mobile broadband speeds on the Optus 4G Plus network.  In metropolitan areas where you connect to 2300 MHz coverage at your nominated address, download and upload speeds of up to 12/1Mbps are available. If you connect to other compatible coverage, download and upload speeds of up to 5/1Mbps are available. Your actual speed will depend on a number of factors including congestion, location, local conditions, hardware, software and general internet traffic.

Data Retention

Find information here on our data retention policy.

Data Retention FAQs

 With the introduction of new data retention laws on 13 October 2015, you may have some questions about how this data will be kept and who will have access to it. These FAQs will help explain more about the changes to give you a better understanding of our obligations.

What are data retention obligations?
 The Government has made laws which require phone companies and internet service providers (ISPs) to keep certain information about customers and their use of services for two years.

What data must be kept?
 The data we have to keep is basic detail about customer's account information, calls, internet connection, equipment and location.

Are you keeping any of my personal information?
 Yes, the data relates to customer accounts and use of services. It is personal information but it never includes the content of your communications i.e. we don't record what websites you visit. The good thing is that any retained data is covered by the Privacy Act.

Do phone companies and ISPs already collect this data?
 It'll vary according to the business needs of each company, but much of the data is already collected for business purposes. For example we use data to know when to send you your bill or whether you're entitled to a particular service as well as all the basics of making sure your account information is kept so we can identify you when you make an enquiry. Some data might be collected but only retained for a short period of time. The rules aim to standardise what is kept and for how long (two years).

Will the data be protected?
 Every phone company and ISP is required to keep the data secure and encrypted. These rules are part of our data retention implementation plan. It's a confidential document every phone company and ISP has to develop and get approved by the Attorney-General's Department. Vividwireless takes the security of customer information seriously. We keep all information secure - whether or not it's information collected and required to be kept under this legislation.

Which agencies can access the data?
 Under the legislation, agencies can only request access when they have a clear operational or investigative need. They've also got to have internal arrangements in place for protecting privacy. The agencies that can request access to data are: The Australian Security Intelligence Organisation, the Australian Federal Police, a Police Force of a State, State  and Territory crime and orruption commissions, NSW Police Integrity Commission, Department of Immigration and Border Protection, Australian Securities and Investment Commission, Australian Competition and Consumer Commission, NSW and Australian Crime Commission. Organisations making requests have to go through the Government to access data. The idea is that the Government knows what's being done with the data at all points in the process.

Managing your account

Find information on managing your personal account like, forgotten passwords, change plans, buy new devices etc.

Yes, in My Account you can add someone as your secondary contact. 

This contact will have the same rights as you, the account holder. Your secondary contact is authorised to discuss with us all matters regarding your account including changing plans, making payments, modem troubleshooting and even cancelling the account.
To add someone as your secondary contact, please follow these steps:

  1. Log in to My Account and click on 'My Details'
  2. Under the "My Secondary Contact" section, tick the box to indicate you want to add a secondary contact
  3. Fill in the fields, save and you're good to go

Your password for My Account must:

  1. Be at least 8 Chars
  2. Contain any 3 from the following  Char Types: 
  • Lower Chars 
  • Upper Char 
  • Digits 
  • Symbols

Acceptable symbols

'  -  !  "  #  $  %  &  (  )  *  ,  .  /  :  ;  ?  @  [  \  ]  ^  _  `  {  |  }  ~  ~  +  <  =  >  ↑  ←  ¬

Vividwireless takes the privacy of your personal information very seriously. Changes may be made to our policies and processes in order to safeguard your personal information and to meet industry-standard practices.

Orders, deliveries & returns

Help with ordering, getting your purchases delivered and returns where your order is at.

Customers must call the Sales and Service centre on 1300 32 78 37 to troubleshoot before returning a device.

Products & Services

Find out more about our products, plans and prices and how our services work.

Final sign up takes a few minutes once you’ve plugged your modem into a power point.  Once you have put in your billing details and confirmed your plan selection, you’ll be connected to the internet!  Just remember to place your modem near a window to maximise your signal strength.

Windows

Windows 10, Windows 8.1, Windows 8, Windows 7, Windows Vista SP1/SP2 and Windows XP SP3

MAC

MAC OS X  10.12, 10,11, 10.10, 10.9, 10.8 and 10.7 with latest upgrades

No, our product is targeted at consumers though many home based workers could make use of the service.

We recommend you only connect a couple of Wi-Fi Enabled devices to your mode. The maximum this modem can support is 32. Note: *Connecting multiple devices at once to the modem can slow down your internet performance.

This device is best for families, students and small businesses who will use our service in their home.

Yes you can, but when moving please ensure your new address is within the Vividwireless 4G LTE network.

Billing

Find out more about your bill.

Please contact our Sales and Service Centre on 1300 327 837, as we will need to verify your account details and any outstanding payments that are due. Please contact us at least 2 days before your next bill to cancel your service.

Alternatively you can confirm the closure of your account by emailing us at customersupport@vividwireless.com.au with the following information so we can proceed with the cancellation:
 

Email Address (as listed on the account):

Full Name:

Date of Birth:

First Pet's Name: or,

Driver's License Number:

Please also let us know whether you would like us to close your account immediately, or at the end of your next billing cycle.

 

Payments already made for the billing month are not prorated on cancellation.

Please be aware that for all cancellations, we need at least two day's notice before your next billing date to ensure you are not charged for your next month. You can find your billing date on the monthly invoice that is emailed to you.

To discuss your account further, we'd recommend speaking to our accounts team at the Sales and Service Centre on 1300 32 78 37.

You can check usage by visiting MyAccount.

We'll also email you usage alerts when you've reached 50%, 85% and 100% of your data plan.

Coverage

Find out more about how and where you can connect.

Service is only available in selected areas on the Optus 4G Plus network with the modem supplied by Vividwireless at the address specified in your application form. There may also be technical or commercial reasons that affect your ability to access the service at your address.  Check your service availability at www.vividwireless.com.au.  We recommend that you position your modem close to a window to maximise signal strength.

Data Plans

Find out more about our plans and prices and how our services work.

Vividwireless delivers home broadband over the Optus 4G mobile network, and it shares this mobile network with all of Optus’ mobile customers.  However customers using Vividwireless’ service tend to use more data than a mobile customer, so we have to make sure that there is enough network capacity in the area where you want to use it.  Our network capacity is not the same in all places, so in order to not impact on the experience of Optus’ mobile customers, we only allow Vividwireless’ unlimited data plan in certain areas.

You change up, or down, your plan level, once per month via myaccount. You cannot downgrade during the first month. If you use all of the plan inclusion, and do not upgrade your plan or purchase additional data top ups, your service will slowed to 256kbps until the start of your next billing period.

Home Networks and Wi-Fi

We're passionate about wireless networks and using Wi-Fi around your home so everything you need to know about setting up and looking after your Wi-Fi network can be found here.

The security key for your wireless network can be found on the underside of the home gateway. 

To change the password, you first need to access the home gateway Guided User Interface (GUI). You can access the home gateway's GUI through your web browser. In the address bar of your browser, type in 192.168.0.1 and press Enter.

You will then be taken to a Vividwireless login screen asking for a username and password. You can proceed using the following details:

Username: admin
Password: admin

Once logged in, click on the Settings button in the top left, and then select the Wi-Fi tab along the left-hand side of the page. 

On the WiFi Basic Settings page you will see a field WiFi Key. By changing this field, you can change your Wi-Fi network’s password. Make sure you click apply at the bottom of this page to apply this new password. 

If you change your Wi-Fi password, you may need to change the password used by any devices that connect to the home gateway’s wireless network. This may include laptops, phones, or game consoles.

To protect your network from others, make sure your password cannot be easily guessed. We’d recommend a combination of numbers and letters, both upper and lower case.

We use network performance values such as SINR and others to establish the best location and conditions for your device.

To locate these other values please visit the “Device Information” section under Settings in the admin console of your modem.

network performance

We encourage you to move your device around your home to find out the best location to give you the best performance.

Login into your admin console on a web browser and type in 192.168.0.1 to find out the performance of your network connection.

 

IMSI  This is your SIM card number.
CELL_ID  This number represents what base station you are connected to.
RSRP  The quality of the carriers’ signal to my modem.
RSRQ  The strength of my wireless broadband signal.
RSSI  The total power of my wireless broadband signal.
SINR  The quality of traffic signal coming from the base station that  serves my device. The lower the number the more interference I  have.

 

Placing your modem near a window will maximise the signal available.  Having a stronger signal will give you a faster speed, so this is strongly recommended.  Conversely, we strongly recommend against putting your modem in areas like a basement or a centre room of your house where it will be difficult to get a strong network