Network Queries

[rowebuck009]

Have no service in DA14 area. Phoned vodafone and confirmed that the mast is broken. There has been no network service for over six weeks! When will this be resolved?

[Matt]

Hi

Please try the steps in our Network Troubleshooting thread.

If you are still experiencing the issue having completed these steps, post the template with your answers here and I'll have a member of the team get back to you ASAP.

Thanks
Matt
Moderator

[rowebuck009]

Hi Matt,

             This issue happens in the DA14 area. Tried sim in a different phone and still no service. I cant get no signal 2g or 3g, just says no service! I have phoned vodafone customer care about 12 times which they do confirm that the mast in that area is down but they do not know when this will be resolved. It has been 6 weeks since i have had this problem. I have 2 iphones which are more useless than a chocolate fire guard! I cant understand why this issue has not been resolved in under 6 weeks. 

Kind regards 

Chris

[danielrbradley]

Yup, also discussing this issue over here too. Still no real feedback from vodafone.

Truely shocking customer service - seems to be everyone on vodafone but people aren't making enough noise. 

What's going on with this!!?

Please could someone from vodafone reply and detail exactly when this fault started, what steps have been taken so far and what the plan is to fix these issues and when the vodafone network will be usable again.

[Dave]

Hi guys,

There are a number of sites in the Sidcup area. So that we can identify the right cell to confirm that this is being worked on, we need to check a few details with you.

Please can you confirm the following for me?

 - The specific postcode you are affected at?

 - Whether your experience issues on 2G and 3G? If you switch off 3G, are you able to get a 2G signal?

 - How far do you have to travel to regain service?

Once we have that information, we'll be happy to take a look. Please note however that we have limited information on the nature of any site issue and we cannot provide a timescale due to the number of factors involved which can affect it.

danielrbradley - As the other thread refers to DA15 rather than DA14, this may or not be related. As such, we'll handle each thread separately.

Dave

[LJW]

1). Does the issue happen in just one location? - It happens all over Sidcup, especially on Main Road and Station Road.

2). Does the issue occur if you try your SIM card in a different phone? No.

5). Does this issue happen on 2G/3G or both? Both normal network coverage and 2G/3G is non-existent.

6). What is the full postcode of where the issue occurs? DA14 6NF

7). How far you have to travel to regain service? Patchy service around Sidcup.

8). Do you get any error messages/tones if you’re having problems with calling/texting? Often can't even get a text through due to lack of coverage.

This ia an unacceptable level of customer service. Please resolve the issue asap. Thank you.

[LJW]

Sorry - answer to q 2 should've been yes. The issue occurs when the SIM is in a different phone.

[Wayne]

Hi LJW and welcome to the eForum

Thanks for your post here. I’m sorry to hear about the problems you are having here. I appreciate how frustrating this must be for you.

I can’t see any immediate issues with the cell sites in your area so I’ve fired an email over to a colleague in our networks team to see if they can look into it. I’ll get back to you as soon as I hear back.

Thanks

Wayne

[MartunJ]

Any news on this signal issue? I also can confirm there is an issue of no signal at all, then after searching just GSM signal no 2g or 3G, when I walk maybe 500 meters either way I get 3G as normal. 1). Does the issue happen in just one location? - I have only noticed it in one location Da14 6RA.   2). Does the issue occur if you try your SIM card in a different phone? Yes, also when using a different SIM too.   5). Does this issue happen on 2G/3G or both? Both normal network coverage and 2G/3G is non-existent. 6). What is the full postcode of where the issue occurs? DA14 6RA 7). How far you have to travel to regain service? 200-500 meters 8). Do you get any error messages/tones if you’re having problems with calling/texting? No messages,, but also no 2 or 3G symbol on phone and iPad, often shows searching, then just Vodafobe no 3G.  

[DaveCD]

Hi MartunJ

Thank you for post and a very warm welcome to the eForum.

I can see that the site you connect with is 47222 and as far as I can see everything appears to be working correctly however I have asked our support team to see any irregularities and will post back here when I have further information.

Many Thanks

DaveCD

eForum Team

[DaveCD]

Hi MartunJ

Thank you for your patience.

I wanted to keep you updated and let you know that a case has been raised for investigating this and I will post back any information as and when I receive it.

Many Thanks

DaveCD

eForum Team

[LJW]

Still no improvement in service. Any update yet please Wayne? I can barely use my phone to make calls or send texts. Thanks.

[Wayne]

Hi LJW

Thanks for your patience with this. I’ve emailed a colleague over in our networks team so that we can get an update on this for you. As soon as I have any further information, we’ll let you know.

Thanks

Wayne

[Wayne]

Hi 

Unfortunately the current performance of the site is due to a protected species of bird nesting at the location. This means that we're unable to make any changes until the birds leave. We'll do this as soon as possible, and thank you for your patience in the meantime.

Thanks

Wayne

[wooldj]

From DA!5 1672 It is now the 12/07 where is the "chased up" response from the vendor sent on 03/07 - 02 subscribers get upset without a service after 24 hours. this fiasco has now been going on for to long

[wooldj]

Just received an email stating that the matter has been resolved - as far as da15 is concerned it has not??? please confirm what you mean by this statement.

[Tom]

Hi wooldj,

From the looks of it, a couple of other sites in the area listed on our Faults Board have been recorded as resolved, but neither of them was 47222, which is the site mentioned above.

Wayne's comment still stands, we're getting it fixed as soon as possible and thank you for your patience in the meantime.

Tom

[wooldj]

Service finally fully functional - for those out there expecting any kind of satisfactory compensation/reimbursement from vodafone - forget it. All I was offered was a refund of my family & friends tariff; I would not actually class this as compensation. Reasons given, Vodafone do not normally refund and I managed to connect to the DA15/14 service for a couple of days during the period. Customer Services are as useful as there tech team. I personally have lost any confidence I had in vodafone.

[Wayne]

Hi wooldj

Thanks for your post here. I’m happy to hear that everything is now working for you.

I’m sorry to hear that you are not happy with the gesture of goodwill you received. As mentioned, we do not refund or compensate for loss of service. A Gesture of goodwill is something that we’ll discuss on a case by case basis though like you have had.

Thanks

Wayne

[M1kos]

I am currently living at DA14 4JD and the Reception is aweful   I have driven around the local area and there is only one bar of 3g all over a large swathe of the North side of Sidcup. I thought the cell site was on Marlowe House but i can see it clearly about half a mile away but no or very little signal please help