08/09/2016
I really don't like to be critical, but honestly Optus, this was a complete fail and waste of time. It is so important to have the right people representing you if you are going to offer an online Support Chat service. My conversation today:
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Hi! You are now chatting with Shelly
Shelly:Hi, Welcome to Optus live chat. Shelly here from Mobile Technical Team for your assistance. May I know your name?
You:Hi Shelly, can you please quickly point me to the Windows 8 driver for a Huwei 3351 USB dongle? My name is Adam
Shelly:Sure Adam, I'll help you with that.
Shelly:Could you please tell me what is happening when you inserting the dongle?
You:Nothing. WIndows sees it as a device with no drivers
Shelly:Please open the File Explorer
You:OK
Shelly:Are you seeing Huawei / Optus modem plugged in?
You:Shelly, please. The device is not detected. There is no driver installed. I have an explanation mark in the Device Manager. It cannot find a driver. Can you please tell me where to download it?
Shelly:I am sorry if the device is not getting detected, that means that there are no USB drivers. You would have to download them from your laptop / computer's manufacturer website
Shelly:If the USB drivers are working, the modem will be detected and you will be able to install that
You:Shelley, I'm about to get a screen capture of this conversation to send to Optus, because I can't believe you are still not answering my simple question. Does Optus have a driver for their device? If so, where??
You:Huawei E3351 - Windows 8
Shelly:Optus will have a driver for the device, which will be installed into the modem itself. If you plug the modem in, the device will be detected by the computer
Shelly:That is how the modem will be working, there if no special driver we could give you. The driver will be installed into the modem automatically
Shelly:You should have the USB drivers installed into the modem. Only then the modem will be detected
You:If only that worked. It doesn't.
Shelly:I could send this conversation to you via email, would you like to share your email address with me?
Shelly:I understand, have you tried checking the USB drivers?
You:Shelly, unfortunately you have been no help to me at all. I wish you all the best in your chosen career
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