Network Queries

[Dav3y_B]

Hi, my phones been saying searching and no service for hours now.... My mate who lives over 70 miles away is also facing the same issue.... Your customer service team don't seem interested.... I left another mobile company because of this and will quite happily leave Vodafone of this isn't fixed soon!!!

[Dav3y_B]

Also I have been in 5 different postcodes today well away from my house and had the same issue...

[bertyb]

If you have been in 5 different postcodes its unlikely to be mast issues, have you done some checks on the phone, pulled the battery out and left it for 10 minutes,   tried changing the network from Vodafone to another and then back to Vodafone, I would also do the standard network checks shown on the forum and also try the sim card in another phone.  

[Dav3y_B]

Tried all apart from battery with it being an iPhone even reset all network settings on the phone and done a reset of the iPhone and just the same. Just had another mate message me on Facebook to tell me he is having the same issues and he's in a DL postcode and I'm in a TS postcode (about 20mins between us)

[Dav3y_B]

Tried changing it to another network as well... Done everything I can remember from when I used to work for Vodafone but still no joy.

[bertyb]

Having previously worked for them, you are probably in a good position to trouble shoot !

If you have tried those things, as you would know you are down to either sim card, handset itself or network.

Having been in 5 different postcodes for it to be a mast issue, its going to be a relatively major issue, and I guess you will just need to wait on either an update from the Tech Team or to call in the morning so someone can investigate.

[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

[Dav3y_B]

1). Does the issue happen in just one location?
No - several locations.
 
 
2). Does the issue occur if you try your SIM card in a different phone?
Yes - tried in another iPhone.
 
 
3). Can you check your coverage here? Please bear in mind that this is only a guideline and can never be 100% accurate, particularly for indoor coverage.
Normally excellent coverage.
 
4). Can you check our Faults Board, which contains all the mast issues we’re aware of.
 Nothing showing.

5). Does this issue happen on 2G/3G or both. To check this, you can amend your phone's network settings, our Help Centre contains all the instructions, just select your model of phone and then select "network".
Switched off 3G in settings still the same.
 
6). What is the full postcode of where the issue occurs (if you’re uncomfortable with this appearing on the forum, then please add it to your profile by clicking “My eForum Settings” on the front page and then selecting “Personal Information”
Ts7 8rr
 
7). How far you have to travel to get signal
Travelled over 100 miles yesterday and no signal.
 
8). Do you get any error messages/tones if you’re having problems with calling/texting
Nothing.

[DaveCD]

Hi Dav3y_B

Thank you for your post and it is great to see you here.

I have checked the local site (5720) that you connect with from your postcode and can see that there is an investigation underway with our engineers under reference 2387860.

Unfortunately it can take time to resolve a site issue, we often have to obtain permission to access the site, then we may need to obtain specialist equipment to reach the affected area before an investigation can begin, after this we may need to order or manufacture parts before we can fit them and test them.

Many Thanks

DaveCD

eForum Team

[BethThatcher44]

Hi I'm in a similar area and having the same problem and have been for over 2 days now....

1). Does the issue happen in just one location?
Yes, so far as I have been
 
 
2). Does the issue occur if you try your SIM card in a different phone?
Yes 
 
 
3). Can you check your coverage here? Please bear in mind that this is only a guideline and can never be 100% accurate, particularly for indoor coverage.
Normally it is fine
 
4). Can you check our Faults Board, which contains all the mast issues we’re aware of.
 Nothing there

5). Does this issue happen on 2G/3G or both. To check this, you can amend your phone's network settings, our Help Centre contains all the instructions, just select your model of phone and then select "network".
Switched off 3G and I get signal back, so it is just 3G
 
6). What is the full postcode of where the issue occurs (if you’re uncomfortable with this appearing on the forum, then please add it to your profile by clicking “My eForum Settings” on the front page and then selecting “Personal Information”
Ts14 7pu
 
7). How far you have to travel to get signal
Travel about 5 miles
 
8). Do you get any error messages/tones if you’re having problems with calling/texting
Nothing

[Simon]

Hi BethThatcher44

Thanks for your post with the requested information. Having checked the area I can see that the local serving cell site is 69194 for both 2G and 3G services.  Traffic is flowing through the site on 2G fine but there are no stats for 3G. Checking the coverage map your 3G coverage is sparse in that location, have you always been able to receive 3G in that location previously? As there are no faults or planned maintenance registered I'll need to raise a case.

As the network issue has been raised by one of our customers the case notes will require some further information so I've sent a private message with the details required.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[Simon]

Hi BethThatcher44

Just a quick update, the networks team have come back to us to confirm that this is now fixed.

Please can you confirm if this is back up and running ok or if you're still experiencing any issues? The case will remain open for 7 days and if we receive no further updates the case will be closed.

Thanks

Simon

[Gemma_R]

Anyone recevied a text message off Vodafoen to advised of network issue and a possible timescale today?? 20/07/12