Frequently Asked Questions

 

 

National Operators: Click to check which Frequencies are using in your country

 

 

General FAQs

 

1. Is it safe to shop on-line at Modem3g.com?

2. What are the available shipping methods?

3. Can I change my delivery address after I have placed my order?

4. What payment methods do you accept?

5. Why is my credit card payment failed?

6. How is the replacement policy? How do I get an Return Merchandise Authorization (RMAs) from Modem3g.com?

7. When will a replacement be sent?

8. Can I add an item to my order?

9. If I do not receive my order number, what should I do?

10. My order is shipped. Why am I unable to track my order on the Hong Kong Post page?

 

 

 

Technical FAQs

 

1. Why can my data card only be used in 2G networks?

2. Why I find an unknown device in the device manager after inserting the Data Card?

3. Why cannot I find the corresponding data card in Device Manager after inserting the Data Card?

4. In the case that automatic installation how can I install the Data Card manually?

5. How can I enable automatic installation?

6. Devices are normally identified in the device manager but cannot be found when the Mobile Partner is used for dial-up, or the dial-up fails due to other errors.

7. After the data card is inserted, a yellow exclamation mark appears in the mass storage identification in the device manager.

8. No new hardware is found when the USB Modem is connected to computer. What shall I do?

9. After successful installation, the Dashboard (e.g. Starhub) can't auto run, but I connected the USB Modem to the computer again, it can run automatically. Why?

10. Dashboard (e.g. Starhub) has been installed. Why does Windows still shows "new hardware" when I connect the USB Modem to computer next time.

11. Why is it slow when sending messages to multiple users?

12. When surfing on the internet, I failed to receive a message. Is it lost?

13. When I click the key to connect to the network, it displays "Modem not found".

14. What shall I do if I cannot access internet?

15. Will the speed be guaranteed?

16. Can I use my existing device in the HSDPA 7.2 area?

17. Is the 3G broadband experience the same as broadband at home?

18. Can my data allowance be used abroad?

 

 

 

Order and Install Tips...

 

 

 

 

General FAQs

1. Is it safe to shop on-line at Modem3g.com?

At Modem3g.com, we guarantee your privacy and on-line shopping safety.
We are secured by a Geotrust Premium SSL certificate to ensure that your personal information is encrypted and secure when you communicate with Modem3g.com. We do not store any credit card information.
We occasionally send out email promotions and newsletters to our customers. These e-mail are sent very sparingly (approximately 1 per month). You can opt-in and opt-out at any time.
We will never share your personal and private information with anyone, and any personal information collected by us is only used to properly process and deliver your order.

 

2. What are the available shipping methods?

Modem3g Eshop offers regular air mail post and registered airmail post shipping methods by charging 10USD. Another option for our customers is welcome to choose Express delivery such as DHL, FEDEX, UPS or EMS for faster delivery. The option and fee information are available via a selection box on the shopping cart page before you checkout. All the Express delivery fee quoted on the checkout page are based on Unite State standard by charging 30USD , if the Express service in your countries (such as Brazil, Russia) cost more and additional fee are needed. We will contact you directly for the payment required.
If you would use your account in the carrier such DHL, FEDEX, UPS to pay for the shipping cost, welcome to remark the information and inform us by email, we will refund your shipping cost and follow your preference.
If you are located in Hong Kong, we will refund the shipping cost and arrange the shipping by Shunfeng. Shipping fee is paid after order received.

 

Fast Delivery: We have warehouses at UK,USA,HK, the order will be shipped out from one of our warehouse depends the stock status. Our system will choose the fastest delivery way to process your order automaticlly.

 

3. Can I change my delivery address after I have placed my order?

You can change your shipping address by landing your account in our system: http://www.modem3g.com/account.html . Address and recipients can be changed when the order status is Order Pending or Waiting for Supplier. When it is showing 'Packing/Processing', please contact us as soon as possible to change your address. We will do our best to have your delivery details changed. Note that in some circumstances the package may be already left our warehouse before your request is processed and thus address cannot be changed.
If you cannot change the address using the order tracking page, contact us soon at http://www.modem3g.com/contact_us.html

 

4. What payment methods do you accept?

Modem3g Eshop accepts three kinds of payment methods to meet the requirements of different groups: PayPal, Western Union, VISA card. If you can't pay by the above three, pls contact us. We will make invoice for your payment.

 

5.Why is my credit card payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers:
+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)

 

6. How is the replacement policy? How do I get an Return Merchandise Authorization (RMAs) from Modem3g.com?

Modem3g Eshop modems and routers are produced by manufacturers Huawei & ZTE, or Sierra Wireless, which enjoy good repution all over the world. While we strive to provide you with quality products at a bargain, a product might not perform as expected by the time it's delivered. In such cases, you may ask for a replacement, and on return of the product, you will be shipped a replacement.

 

7. When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

 

8. Can I add an item to my order?

Yes, but you need to add it before your order is being packaged for shipment, and the order may be delayed by 1 or 2 days for adding the new items. To add an item to your order after placing an order, send us email soon and we will try to finish it for you before shipment. If the new itme weights a lot, we will charge reasonable shipping fee accordingly.

 

9. If I do not receive my order number, what should I do?

Please contact us by e-mail immediately or call us for urgent deal.

 

10. My order is shipped. Why am I unable to track my order on the Hong Kong Post page?

Please ensure that the tracking number you got is in the format of RXXXXXXXXXXHK. Here are the reasons for delays of tracking information:
1, Because orders with tracking numbers are sent via registered Airmail, all packages need to be scanned and recorded by staffs at Hong Kong Post and this process takes 48 hours to complete. After the package is processed online tracking will appear on the site.
2, On very rare occasiones, Hong Kong Post may change the tracking number sticker on a package because the sticker is blurred, damaged, or otherwise faulty rendering it un-scannable. In this case please contact us via http://www.modem3g.com/contact_us.html for order tracking.
This page opens a CS Express ticket for you and you will hear a response within 24-48 working hours (Mon-Fri). Remeber to follow instructions on the page and attach a picture of the partial note/bookmark as instructed.
If there isn't a partial shipment note/bookmark and something is missing, carefully follow instructions on the page and attach pictures showing the front and back of your received package(s). Your pictures show clearly show any labels or stickers on the packages, whether ther are on the front and back of the packages. A staff reply will be sent to you within 48 hours (excluding weekends and holidays).



Technical FAQs :

1. Why can my data card only be used in 2G networks?

Step 1: Choose Tools > Options to open the Options interface.

Step 2: Set Network Type to WCDMA only and click Apply. About one minute later, you can access 3G networks.

Step 3: If you still cannot access 3G networks after 3G only is selected, the APN may be incorrectly set. Contact the local carrier.

If the problem persists when the APN is correctly set and 3G only is selected, use a 3G mobile phone to test whether the local area is covered by 3G networks. If the 3G mobile phone cannot access 3G networks, you can infer that the problem must be related to the network.


2. Why I find an unknown device in the device manager after inserting the Data Card?

To solve the problem, do as follows:

Step 1: When Standard Enhanced PCI to USB Host Controller in the device manager is disabled,the data card should be identified correctly. If the data card cannot be identified, the problemmay be caused by static electricity. In this case, shut down the PC, remove all power cables that are connected to the PC, and then wait five to ten minutes.

Step 2: If another USB device is connected to the PC at the same time, remove all USB devices,disconnect the E122 and then connect it again. If the E122 can be identified correctly, this problem may be caused by the power failure of the main board. If the problem persists, go to Step 3:and Step 4.

Step 3: Insert the E122 into other PCs to check whether the E122 can be identified correctly. If it can be identified correctly, disconnect the E122 and then connect it again, or restart the PC. If it is still identified as an unknown device in other PCs, contact the customer service personnel.

Step 4: Insert another USB device to check whether it can be identified correctly. If the USB device is also identified as an unknown device, the problem is caused by the hardware failure of the PC.In this case, replace the USB jack or repair the main board. If the E122 can be identified correctly, contact the customer service personnel.


3. Why cannot I find the corresponding data card in Device Manager after inserting the Data Card?

To solve the problem, do as follows:

Step 1: Try another USB port of the PC.

This problem may be caused by hardware because the data card cannot be closely connectedto the USB port of the PC.

Step 2: In Device Manager, disable all universal serial bus controllers and then enable them; or uninstall all universal serial bus controllers and then scan the device.

Step 3: Restart the PC.


4. In the case that automatic installation how can I install the Data Card manually?

To install the Data Card manually, do as follows:

Step 1: Insert the Data Card and wait until the virtual drive is identified.

Step 2: Double-click My Computer.

Step 3: Click the green Mobile Partner icon.

Step 4: For a beta testing version, run setup.exe; for a non-beta testing version, run autorun.exe.

Note that running other .exe program may cause that the Data Card cannot work properly.Alternatively, you can right-click the mobile partner CD-ROM icon and then choose Autoplay to run the setup program automatically.The normal installation procedure is performed.

Step 5: Install the related software by following steps.


5. How can I enable automatic installation?

To enable the Windows XP/2K play function, do as follows:

Step 1: Choose Start > Run and type gpedit.msc in the Run box.The Group Policy Object Editor window is displayed.

Step 2: In the left pane, choose Local Computer Policy > Computer Configuration >Administrative Templates > System, and then under Setting, double-click Turn off Autoplay.

Step 3: Click the Setting tab, select the Not Configured or Disabled option, and then click OK to close the Group Policy Object Editor window.

Step 4: The Turn off Autoplay function also can be set in User Configuration. The difference is that the setting in Computer Configuration effects more widely than that in User Configuration.


6. Devices are normally identified in the device manager but cannot be found when the Mobile Partner is used for dial-up, or the dial-up fails due to other errors.

To solve the problem, do as follows:

Step 1: First shut down and then restart the Mobile Partner and check whether the dial-up is successful. If devices still cannot be found, perform Step 2.

Step 2: Remove and re-insert the data card. Then, dial a number. If devices still cannot be found, perform Step 3.

Step 3: Restart the PC. If the problem persists, perform Step 4.

Step 4: Uninstall the MP. Restart the PC and re-install the MP.


7. After the data card is inserted, a yellow exclamation mark appears in the mass storage identification in the device manager.

Uninstall the mass storage in the device manager and scan the device manager.

To solve the problem, do as follows then:

Step 1: Check whether the drive is installed by following the normal installation procedure. If the drive is installed manually, ensure that autorun.exe is first program to be run. If the installation fails to meet the requirements, uninstall the Mobile Partner and reinstall the Mobile Partner and drive.

Step 2: If the drive is correctly installed, you can update the drive manually. If the drive is updated successfully, the PC system must be faulty. Run the antivirus program or clear the system.


8. No new hardware is found when the USB Modem is connected to computer. What shall I do?

Step 1: Change to another USB port

Step 2: Check USB cable is connected

Step 3: Please contact Operator or Distributor


9. After successful installation, the Dashboard (e.g. Starhub) can't auto run, but I connected the USB Modem to the computer again, it can run automatically. Why?

The problem will appear when you use the software of present version in Windows 2000, because the operating system can't support hot plug. You can double click the shortcut icon of the Dashboard appears on the desktop.


10. Dashboard (e.g. Starhub) has been installed. Why does Windows still shows "new hardware" when I connect the USB Modem to computer next time.

Step 1: In Windows 2000, please install the SP4 path.

Step 2: Delete the "Vid_12d1&Pid_1003" in "Regedit", which is located:

Step 3: \\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\ Vid_12d1&Pid_1003


11. Why is it slow when sending messages to multiple users?

When sending messages, the USB Modem will separate the progress into N parts. Then the system will send messages one after another. That means, if one failed, all messages that after can not send any more. To know how many messages succeed in sending, you can look them up in outbox or, you can setup sending status report.


12. When surfing on the internet, I failed to receive a message. Is it lost?

There is narrow chance to receive message when data flows on line. Only if cut off the data flow can you receive the message continuously. Furthermore, sometimes you can not open the web page or no data flows, however, you can go on logging on line when sending out all the messages.


13. When I click the key to connect to the network, it displays "Modem not found".

At this time, the operating system does not successfully drive the USB Modem. Please connect the USB Modem to computer again, the operating system will auto detects and recognizes the USB Modem hardware.


14 .What shall I do if I cannot access internet?

Step 1: Be sure Data Service of your USIM card is activated. You may check with the Operator.

Step 2: Click "Connect" to make connection to internet.

Step 3: Make sure APN is correct.


15 .Will the speed be guaranteed?

No, with 3G the actual speed a customer will experience will depend on whether there is enough coverage at a particular location and will be affected by the number of people nearby using the service at the same time. The technology does deliver greater capacity meaning that more people in the same location at the same time can benefit from a superior experience.


16. Can I use my existing device in the HSDPA 7.2 area?

Existing devices will be compatible in the HSDPA 7.2 area. The 3G Broadband Datacard will simply continue to work at 1.8Mbps speed instead of the enhanced HSDPA speed of 7.2Mbps. The older USB Modem supports a maximum speed of 3.6Mbps, so customers with these devices will enjoy faster data rates in HSDPA 7.2 areas, but not as fast as those using the latest USB Modem.


17. Is the 3G broadband experience the same as broadband at home?

Currently, typical home broadband speeds are up to 8 Mbps, which is faster than 3G broadband, however the browsing experience is very similar. For the foreseeable future, fixed line broadband.


18. Can my data allowance be used abroad?

A. Global Data Roam by default is the only tariff with which you can roam. For all other tariffs, please call for information and to activate roaming.