I’m on a train from Birmingham to Edinburgh trying to use my 3G wireless dongle to browse the internet and check my emails.

I’m not having much success.

The train is moving fast so I am going through areas of good coverage, poor coverage and no coverage.

This makes the connection unreliable and so far I have had to restart my computer 3 x times because the 3G application has locked up.

In First Class there is a wifi connection and presumably they are suffering the same problem, but possibly to a lesser extent.

The First Class wifi system must somehow be linked to a 3G mobile system with an antenna probably mounted outside the train, a bit like a car radio antenna.

The external 3G antenna will have a better chance of picking up a signal and shoulld therefore give a better, more reliable connection.

The First Class passengers will be having some problems, but they should be having a better internet experience than me.

In general I have been very disappointed with the quality of 3G mobile coverage.

On all the 3G mobile phones that I have had over the last few years I have had to switch off the 3G signal to get better battery life and better reception.

I have also given this advice to many of my customers.

My 3G dongle has an advertised speed of 7.2Mb/s, but even in a good signal area it feels much slower and less reliable that my home broadband speed which usually operates at about 3.5Mb/s.

A significant part of the problem is due to the fact that the higher frequency 3G signals do not go through walls and other obstacles as well as 2G signals.

I also suspect that the 3G data network is increasingly suffering from congestion following the spate of offers of free 3G dongles with free laptops.

There is talk about the mobilephone networks being the basis of a high speed broadband network for the UK with 4G and beyond.

However, my experience with 3G does not give me any confidence that this would be an effective long term solution.

One of my customers called the other day to say their internet wasn’t working.

I talked them through various diagnostics over the phone and it became clear that although the internet connection was synchronising there was a problem authenticating the customer.

To confirm the fault I went to the customer premises with a spare modem/router just in case it was an equipment fault.

At the customer premises I confirmed the authentication problem which resulted in the customer’s modem/router not being assigned an IP address or DNS servers.

Our technical guys tried to resolve the problem, but in the end they had to pass the problem to BT as the fault appeared to be associated with the BT equipment at the customer’s local exchange.

Whenever we pass a problem to BT we always get the ominous warning that BT will levy an extortionate call-out charge if the fault is found to be with the customer’s equipment.

Within a few hours of the fault being reported BT advised that they had fixed the problem by doing some work at the exchange.

However, the customer still had no internet connection.

I had to make another visit to the customer premises to investigate.

I confirmed that there was still a problem and called our technical support team.

I was advised by technical support to change the username in the modem/router to a BT test username.

I did this on my first site visit, but this time the router did get assigned an IP address and DNS servers and I could browse to a BT test site.

Clearly BT had done something at the exchange as this did not happen on the first visit.

However, the problem was still there when I changed the modem/router username and password back to those of the customer.

Someone in our technical support bypassed the normal BT fault reporting system to speak to a “mate” in BT to find out what was going on.

With his mate’s help we discovered that on fixing the fault a BT engineer had somehow changed the routing of internet authentication to a different Internet Service Provider.

That was why the customer’s username and password were not being recognised and why an IP address and DNS servers were not being assigned.

Fortunately the mate at BT was able to implement a temporary fix so that the customer could get back on-line as soon as possible.

The situation now is that the problem has been completely resolved by going through the proper BT channels.

Given that BT are eager to charge for abortive call-outs if a fault is with customer equipment I am left wondering why I can’t invoice BT for 2 x abortive call outs caused by their equipment fault and their incompetence in resolving the problem.

Has anyone out there tried this and suceeded?

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