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IV22 area - no service for a week now

Jadis
2: Seeker
2: Seeker

 

 

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

 

I have no idea but there has been no service whatsoever in this area since last Thursday 22 December. Our local mast is Cliff Hill in Poolewe, Wester Ross, Scotland, and it appears not to be working.

 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? IV22 2LW and for many others surrounding - even some living 10-12 miles away in Gairloch.

 

3) Does the issue occur if you try your SIM card in a different phone?

Yes.  It is affecting everyone's phones whether with Vodafone or O2.

 

4) What errors are seen or heard when the issue occurs?

No service.

 

5) Does this happen on 2G, 3G, 4G or all?

We only get 2G at the best of times.

    

6) When did you first notice this issue?

Thursday 22 December.

 

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Permanent. We assumed it was a consequence of the stormy weather but to have been without service in our home area for a full week, even over Christmas, is unacceptable, especially as the website shows no issues in our area.

6 REPLIES 6

BandOfBrothers
17: Community Champion
17: Community Champion

Hi,

 

Your correct the Network Checker shows no indication for issues with Local or Surrounding Masts. 

 

It does however say that for 3G it's a patchy area and no 4G. 

 

Mast congestion can affect masts depending on how many people are accessing that particular mast at any one time.

Issues like new buildings being erected or extended and even in some cases trees growing can be an issue. Also if the population has grown in that area too.
 
In rare occasions the removal of a mast can cause issues too. 

 

Options such as a Sure Signal that works off Home Broadband to create a 3G signal in the home will help but does cost £69 for the device. 
 
Another option for people on an eligible tariffs and phones is Vodafone Calling Over Wifi. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

 

Thanks, but none of that is relevant.

This is a very rural area and we do not have 3G or 4G. That is not the issue.  Neither are trees or new builds.  Neither is population levels - this area is sparsely populated by urban standards.  However, for one week, since a period of bad weather, we have had no service at all from the mast at Cliff Hill in Poolewe which is the only mast which serves our villages, and we would like to know when whatever damage it suffered in the storms will be fixed, please.

 

 

BandOfBrothers
17: Community Champion
17: Community Champion

Please look at Section > 2) Why can't you give me a timescale on the fix?

 

From Network-queries-frequently-asked-questions.

 

I hope that's more relevant for you. 

 

Vodafone monitor all posts here so once they've caught up to yours they should be able to look over your template. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

The network status page has now been updated to show a fault but no indication as to when it might be fixed.  We have had no service in our local area (where I live and work) since 22nd December.  I have a contract phone.  Do I get a refund?

BandOfBrothers
17: Community Champion
17: Community Champion

10.Credits or termination if there is a failure of the service.

 


If we have to maintain our network or if there is a technical fault on our network that is caused by us, you may be entitled to a partial credit of your charges (based on the number of days you are without a service) or in certain circumstances where you receive a severely degraded service for an unreasonable period of time, terminate this agreement.


To receive a partial credit of your charges or terminate this agreement, you must report to us a disruption on our network which we reasonably assess that you use frequently, the disruption is severe and is assessed against your typical usage history. In addition, no alternative means of access to our network and services must be available to you (for example, using a Vodafone Sure Signal) for you to receive a credit or terminate this agreement.

 

From http://www.vodafone.co.uk/cs/groups/public/documents/contentdocuments/vftst052330.pdf

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Rahim
Moderator (Retired)
Moderator (Retired)

@Jadis We're trying to fix an issue with your local 2G serving site (6263). 

 

The issue we're working on may be impacting your calls and texts coverage. Apologies for any inconvenience this may be causing.

 

Register your details to our Network status checker to receive any further updates on the fix. 

 

Please see the information @BandOfBrothers has kindly given in relation to your refund query.