Network Queries

[Simon]

Hi All

The initial incident reference INC476956 is still open with our networks team so I've brought this thread to their attention advising that we've received further notification that site 1464 is down.

Thanks

Simon

[parso1]

This site is down again, get the odd 1 bar but even in the middle of Verwood where you get a full signal it there was nothing today.

Tried calling customer services twice on the ring back they rung back twice and both times I got cut off before I could speak with anyone so don't even know if Vodafone are away the site has probably gone down once again or the generators run out of fuel or been turned off.

[parso1]

Twice this afternoon I've tried phoning customer services to report the site as being down twice I got cut off before getting through to the technical team, 3rd attempt got through to be told they couldn't tell me whether it was down as their was a problem their end and they couldn't check so could I ring back.  Not happy.

So went online for a live chat and guess what 'it's down again'.  This is what I was told after waiting for the person I was chatting to check with the Network team and I quote. 

I have checked with the concerned team and I am sorry to inform you that, the site is down. The case has already been escalated to the concerned team. I would request you to wait for few days please. The concerned team will surely get in touch with you.

My reply to that was well if I get a signal then they will be able to get in touch.

[Bubbagross]

Hi all, 

Alex Winter who is a reporter for the Bournemouth Echo is writing an article on the major signal problems experienced by vodafone customers in Verwood. She is after all of our experiences, she can be emailed on Alex.winter@bournemouthecho.co.uk

I have also sent her a link to this forum, so she can read the hundreds of complaints and experience the extremely poor customer service for herself ... 

Please take the time to email her, as hurting Vodafones image in a newspaper should make them act !!!

[Bubbagross]

Oh P.S. of course I have no signal at the time of writing this ....

[Wayne]

Hi Everyone,

Thanks for all of your posts and for letting us know that the signal has gone again. We’re aware of this and we’re investigating under the original reference of INC476956. As soon as we have any information for you, we’ll be in touch.

Thanks

Wayne

[citibadger]

You can read a "we'll be in touch" from vodafone as "we're still taking your money and we don't care"!

Hopefully no one on this thread is hoping for a quick or reliable fix from vodafone! They rate as the worst company i've ever had dealings with, even beating carphone warehouse!

We on the bh23 forum are also tearing our hair out, and counting the days left on our contracts!

[kathsmiles]

Vodafone can you please provide an update ref concern/fault INC476956  the last update said you were still looking , but you have been looking for some time and no action seems to be happeNing and yet again we have no signal!!!!! Still....

[awdavies88]

No signal in Verwood again today. Why do the residents of Verwood have to put up with this substandard service from Vodafone?

[parso1]

Did ring customer servies yesterday from the New Forest with a full signal informing them that it appeared sige 1464 was down again as right through Verwood and beyond there was no signal - yet again.  Hopefully if it is down then its been reported.  Guess they've run out of diesel. 

[awdavies88]

Third day in a row with no signal in Verwood and a total lack of response from Vodafone. 

[phenie]

Has anyone had any updates from Vodaphone about this terrible service yet?  will be spending yet more hours of my time on the phone to them tomorrow on my landline!!!

[Ginger_Sprite]

I had a response (via the customer service team dedicated to my employer's corporate account). They are also monitoring the issue. They said that aparently some locals are going and using the emergency off button on the generator because it's noisy. Add that to its seemingly regular lack of diesel and it seems we're screwed.  I wonder if the police should be involved, if this is actually happening - surely it must be some kind of offence. Potentially dangerous,if something bad happens due to not having a mobile signal. And exceedingly petty. Wonder how the culprit would like it if we cut their power lines... Not that we have a hope in hell of finding out who it is. Still no inkling of any plans to find a better way of powering this mast? Don't see why it has to be in the damn forest anyway - other mobile masts are centrally located in Verwood & give good coverage. Unfortunately for me, I work for a large company, who uses Vodafone. 3G costs them, 2G doesn't, so they (understandably) won't pay for a data contract just for me to use sure signal. Don't blame them when the only reason I need it is Vodafone's shoddy infrastructure. I have been away, back at work tomorrow and got to grovel to my boss again cos my phone is down. And then use my own phone. Will be sending Vodafone the bill at some point. So, slight update for you, but more bla bla bla really.

[Bubbagross]

I cannot believe that there is unrestircted acces to the generator powering the mast ...If that was the case people would also be stealing the diesel that powers it .. that when it has not run out already. 

The simple fact is, despite all of our moans and groans, the condesending messages from Vodafone CS, the huge number of days we have all been without a signal, Vodafone do not give a ###### about us ... 

[Bri025]

Unbelievable!

Having just moved to Verwood two weeks ago this is the second outage of more than three days, I am trying to change my address with several Banks who keep sending out SMS authorisation messages which I don't get. I cannot believe a company the size of Vodafone can allow this poor service to keep happening.

Get a grip Vodafone!

Unfortunately I only took out my two year contract in April, so will have to put up with this non-service for another 17 months. 

[parso1]

Once again I've email the Directors Office at Vodafone I've put the link VodafoneDirectorsOffice@gb.vodafone.co.uk

should anyone else wish to do the same and this is what I've written:  I feel my questions are valid and what everyone else who is being inconvenience by Vodafone will probably want answering. 

Once again site 1464 has been down at least 2 days just look on your forum as you can see by going back from page 7 to page 1 the lack of a signal from your site at BH31 Verwood is becoming totally unreliable and if as is suggested in the posts that the generator is accessible by members of the public who can turn it off due to the noise issue then isn’t it about time Vodafone either secured the site to stop such actions if this is the case or diesel being stolen.

What I really would like to know and no one seems to be able to give me any answers are:

1. How was that site 1464 powered back in 2001 when we came to live in Verwood and had an excellent signal from Vodafone
2. The good signal continued right up to about 2010
3. So why now is the site powered by a generator
4. Why is Vodafone the only network provider whose signal has become worse over the last two years
5. When other networks such as O2, T mobile, 03, Orange have put in new sites within Verwood itself and which give excellent signals
6. I have an old orange phone from when I moved here in 2001 when I changed to Vodafone due to Orange’s bad signal, now Orange gives me a full signal both indoors and out.
7. If as has been suggested the site is open to public access then what on earth is wrong with Vodafone not getting it secured.
8. It only needs an emergency with the generator off and there could be a loss of life
9. With housing in close proximity to the generator why on earth can’t that site be powered by electricity

10. Or moved into Verwood itself as the other networks have sites in Verwood.

Come please just give us some straight answers I think we all deserve this now and feel with 15000 residents in Verwood we really should not be ignored which Vodafone appear to be doing.  Just look at your forum and no one within Vodafone has had the decency to respond to the messages we’ve all left since 17th November.

[awdavies88]

Got home from work and found the service in Verwood had returned. Checked phone at 9pm only to discover the no signal icon. Must  be some kind of record. Three hours service in the past 4 days and still no response from Vodafone. 

[Bri025]

Signal did come back on this afternoon - deluged by all the texts from my Bank that were stuck in the system.

I was texting my daughter when it went down bang on 2100 this evening, so yet again NO SERVICE

I have sent a contact email to them but only promise a response within 48 hours!!

[Bri025]

Site is down again, came up this afternoon about 1430 after 3 days of NO SERVICE, but went down at 2100 on the dot.

[Ginger_Sprite]

Good post, Parso1.  Come on Vodafone, you're putting my employment at risk with this incompetence. Never mind 4G, get the advertised service to existing 2G (3G if we dream) customers.  Or will you agree to pay my bill if I have to get a payg on another network in order to do my job? Bet you won't, though you should. It is crazy that we have no power over this. They will employ professional fobber-offers to take the flak, so they don't have to do anything about it,  4 hours of signal is ridiculous. If there really is an issue with theft at the site, secure it/put up cctv and catch the culprits. I did see the article (not in the Verwood paper, it wss in the 3X one) about our poor signal, loss of 3G etc.  Not strictly true, cos we lose EVERYTHING, not just 3G.