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Rank 1: Guest
Posts: 6
Registered: ‎04-01-2017

W2 - Paddington

 

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

 

It happens when you are in the station terminal. Once the train departs the signal is absolutely fine. 

 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the eForum, add it to your profile here.

 

W2 1FT

 

 

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

 

I haven't been able to try

 

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

 

The phone is showing a reasonable 4G signal but there is just no connectivity. 

 

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

    

4G 

 

6) When did you first notice this issue?

 

It's been going on for many months - possibly years.

 

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

 

I travel through the station daily. I notice it especially at 5pm - presumably when the station is busiest. I notice it a little upon arrival around 9am, but much more so in the evening. At 5-6pm there is literally no connectivity until the train departs. 

Message 1 of 17 (10,768 Views)
Posts: 20,910
Registered: ‎14-08-2011

Re: W2 - Paddington

Hi,

 

I appreciate you say the issue appears to have been present for a while. 

 

However on checking that postcode in > Vodafone Network Checker.

 

I see.....

 

"We're trying to fix a network issue which might be affecting calls coverage. It’s now being investigated. We'll update this page as soon as we know more." 

 

As this is also appearing to be happening at 5pm ie Rush hour this could also be a case of Mast Congestion which is when lots of people are accessing the mast(s) at approximately the same time. 

image.jpeg

 

Message 2 of 17 (10,763 Views)
Rank 1: Guest
Posts: 6
Registered: ‎04-01-2017

Re: W2 - Paddington

I suspect it could well be mast congestion..which seems fairly inadequate, given this is a mainline rail terminus in the capital! I don't think you are suggesting it is reasonable to not have internet access at rush hour? 

 

This is not a recent issue. I've been travelling through Paddington daily for over 2 years and I can't remember a time when it has worked especially well/at all between 5-6pm. I usually switch to my EE dongle until I leave the station. 

 

I'm only reporting it now because Vodafone help encouraged me to.. 

Message 3 of 17 (10,759 Views)
Posts: 20,910
Registered: ‎14-08-2011

Re: W2 - Paddington

Mast congestion, not spots and fringe coverage are all aspects of all the Networks we have to consider when joining. 

 

I'm not saying as a fellow customer thst it's always reasonable to have to endure the above conditions of connectivity, but it's something that has been present for as long as I can remember. 

 

As I pointed out there are known mast issues for that postcode. 

 

I also appreciate you say this has been ongoing for a while.

 

A person can Register for Updates within the Network Checker link. 

 

I'm sure the Vodafone Tech Team will feedback the information from your templated answers.

image.jpeg

 

Message 4 of 17 (10,756 Views)
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Registered: ‎29-09-2015

Re: W2 - Paddington

@tombetts I've sent you a private message with details on how to get in touch.

 

We'll investigate further once you've got in touch. 

Message 5 of 17 (10,652 Views)
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Posts: 6
Registered: ‎04-01-2017

Re: W2 - Paddington

Thanks Rahim. I have sent you the info that you requested and look forward to your diagnosis. 

Message 6 of 17 (10,631 Views)
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Registered: ‎29-09-2015

Re: W2 - Paddington

@tombetts I've checked our inbox, however couldn't see any emails from yourself via the registered email address within your profile. 

Please can you complete the form using a different web browser, ensuring that you clear your cache and cookies. 

 

If you don't receive an automated response to confirm that we've received your email, please try submitting the form using a different email address.

Message 7 of 17 (10,535 Views)
Rank 1: Guest
Posts: 6
Registered: ‎04-01-2017

Re: W2 - Paddington

Hi

 

I re-submitted and received an acknowledgement - 

Thank you for your email, we'll be in touch

 

 

So hopefully that all worked ok this time. 

 

Thx

 

 

tom

Message 8 of 17 (10,520 Views)
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Registered: ‎23-08-2016

Re: W2 - Paddington

@tombetts We've replied to your email. Please check your inbox for our latest response.

 

Thanks,

 

Tom

Message 9 of 17 (10,490 Views)
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Posts: 6
Registered: ‎04-01-2017

Re: W2 - Paddington

Thanks. Should I read into your response that you do not intend to take any action to resolve the problem? 

 

Thanks

 

 

Tom

Message 10 of 17 (10,019 Views)
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Registered: ‎23-08-2016

Re: W2 - Paddington

@tombetts If you aren't happy with our response, please get back to us via email so we can investigate this further.

Message 11 of 17 (10,016 Views)
Rank 1: Guest
Posts: 1
Registered: ‎11-01-2017

Re: W2 - Paddington

I have experienced exactly the same problem, also for years but it would appear to be getting worse in recent weeks. I get to the station and cannot refresh any of my apps. 

 

Device shows a good 4G connection but absolutely no data use works. 

 

I have found that if I force my device onto the 3G network I can actually get data to work. 

 

This issue is hugely frustrating as it means I cannot access the online train time apps when close to or in Paddington station - a time when I would really like to get these to work - I got on the wrong train last night as the app was not able to tell me that there was a platform change for my train - luckily I realised before the train left!

 

With the Vodafone Group office located just around the corner, I'd expect this to work

Message 12 of 17 (8,975 Views)
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Registered: ‎29-09-2015

Re: W2 - Paddington

@sdriscoll We'd like to investigate this further. 

Please get in touch with our team using the details from the private message I've sent. 

Message 13 of 17 (7,742 Views)
Rank 1: Guest
Posts: 1
Registered: ‎10-02-2017

Re: W2 - Paddington

Hi guys,

I would also like to add, that I share the same problem whilst I'm in Paddington station.

Just some more information, I've had this on 2 different phones and also on 2 different SIM cards. The problem affected both devices.

Not sure if this helps, but I have the same frustration as mentioned above.

Cheers,

Josh
Message 14 of 17 (3,908 Views)
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Registered: ‎17-01-2017

Re: W2 - Paddington

@Joshbonis We're aware of an issue with serving site (80377).

 

You can subscribe to our network status checker for updates.

Message 15 of 17 (3,589 Views)
Rank 1: Guest
Posts: 1
Registered: ‎17-03-2017

Re: W2 - Paddington

I am having the same problem as the above. It shows full 4G but no data is available. Calls can be made and taken but can take a couple of goes.

It is the same on my wife's phone and another friend who uses Paddington station. It had been part of me missing a couple of trains in the past.

I believe EE works ok so that is the option I am going to test. Shame as with the office nearby you would think it should work out at least get more masts or boosters.

I've experienced the problem between 3.30pm and 8pm. It had never worked at it should.

Hopefully it can be fixed for the rest if you. The issue noted from tech above from over a month ago has not been sorted. Shame

Message 16 of 17 (547 Views)
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Rank 1: Guest
Posts: 6
Registered: ‎04-01-2017

Re: W2 - Paddington

Yep - still exactly the same for me. 

 

Luckily my contract is finally up for renewal. I won't fall for the retention sales pitch this time that the coverage will improve..! 

Message 17 of 17 (541 Views)
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