Network

[greatone294]

Ever since I moved into my new home, I have had very poor reception indoors. The vodafone coverage maps show that I should have good indoor coverage for data but I have measured my download speed at 21kbits/s and note very poor telephone reception including dropped calls and broken up conversations. I do not expect that this should be the case in this area. Any ideas?

[DanielGillies]

go to a vodafone store and get them to replace your sim as it maybe faulty. i had mine changed today and although it hasnt fixed my signal problems i know someone who had theres replaced they immediately got a better signal.  worth a try as mine was changed over to the new sim within 10 minuites.

[crailman]

Vodafone are always saying change the SIM. What they need to do is change the transmitters- forever failing. Try emailing to complain and see message ' this service is not available, will be fixed shortly'. This is since 1st January when half the transmitters went down. Will not be renewing contract with them. Call centres and shops have not got a clue about transmitters down- head office won't tel them.

Very unhappy bunny.

[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

[greatone294]

1). Does the issue happen in just one location?     Yes, my house. 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. Coverage good indoors for calls and data   4). Can you check our Faults Board, which contains all the mast issues we’re aware of. Reception has been the same since June. 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". it seems to happen when the phone is set to automatically change from 2g to 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” See personal information.   7). How far you have to travel to get signal Occasionally it works in the house. At other times outside.   8). Do you get any error messages/tones if you’re having problems with calling/texting Sometimes text message sending fails.

[Lee]

Hi there greatone294,

Thanks for filling out the template.

There are two sites that serve the area:

2G is provided by site 2456 which is to your Northwest along the cycle track and footpath that runs adjacent to Coleman Street. The site stats look excellent right now so switching to 2G is likely to resolve the issue of not being able to make calls and send/receive texts.

3G is provided by site number 36033 and this site is to the North towards Alvaston near to the library on Shardlow Road. The last case was closed about six months ago and the site stats also look fine as far as I can tell.

Could you do me a favour and let me know the dates displayed when you type *#105# into the dialler? I need the dates for PS and CS please.

Cheers,

Lee

[greatone294]

Lee, the dates are PS 28 Jan CS 27 Jan Regards, R Tierney

[James · Accepted solution]

Hi greatone294,

Many thanks for getting back to us.

From what you have put in your post this is fine as it shows that you are up to date on the network.

However looking into the area in more depth I can see that you are living in a bit of a semi black spot where coverage is reduced due to the local area.

Looking in this I can see that it should all be resolved by the end of February when the new mast is activated on the corner of Bracknell Drive and Crayford Road.

Unfortunately there isn’t anything more we can do other than advise you to take a look at our Sure Signal for use whilst you are at home.

James

[greatone294]

James, I find it bizarre that my reception is poor, given the maps of coverage you make available. I think I can wait until the mast is running so I will give sure signal a miss. Thanks for looking into my problem. Hopefully the new mast will resolve it.

[Greatsnoring]

I have been with Vodafone for more than 15 years. I went with them because in those days they had the best coverage for my area (North Norfolk). I can honestly say that although coverage improved for the first 2-3 years it has got no better since. Recently it has definitely got worse. I have tried different sims and different handsets. Speaking to other users they have found exactly the same. When in the car I will lose the signal within 3-4 minutes because the coverage is so patchy. I have been carrying a phone with an orange sim in it and this now gets a better signal in more places than the vodafone. Being a business user coverage is the main reason for choosing a particular network. I have complained to Vodafone many many times but because I am in a low population dense area they are not interested. I am in the process now of switching my personal and family phones and will be moving all my business phones (20+) as the contracts come up for renewal. I am under no illusions that Orange will be any better but I am just fed up of complaints falling on deaf ears. In an area as flat as Norfolk it cannot be too difficult to achieve 100% coverage.

[DaveCD]

Hi Greatsnoring

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

I am sad to see you feel this way and would love to investigate this further.

So we can identify the sites you use please take a look at our Network Issues thread and post your results back here.

Many Thanks

DaveCD

eForum Team

[Greatsnoring]

1). Does the issue happen in just one location?

 No all over North Norfolk

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

Yes even old nokias which tend to have a better signal than smart phones

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. You sat=y coverage is reasonable but when driving you only need a relatively small dead area to lose the signal and hence your connection

4). Can you check our Faults Board, which contains all the mast issues we’re aware of?

Checked no known issues

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".

You are having a laugh - you do not have 3G in Norfolk except in Norwich!

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”. Most of NR21 + many other postcodes

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

Generally only half a mile or so but the call has been lost by then

8). Do you get any error messages/tones if you’re having problems with calling/texting?

No

[Simon]

Hi Greatsnoring

Thanks for your post with the requested network information. I can see that your local serving cell site is 4454 and there is a recognised fault at the site. This has been raised with our network engineers under case reference 23359344.

There isn't currently a timescale for a resolution at present. As soon as there is any further case information we'll be on to update the thread.

Thanks

Simon

[Greatsnoring]

Thankyou for getting back to me but this isn't just one cell. As I said earlier it happens all over Norfolk. I am currently taking another older phone with me which has a free Orange Sim in it. There are places it doesn't work but on the whole I am finding more places where the Vodafone Sim gives no signal than Orange. I never thought I would change but if I continue to find Orange is giving better coverage in this area I will have to. For me, coverage far outweighs price which is why for years I have stuck with Vodafone. Things seem to have changed now - and so will I!

[DaveCD]

Hi Greatsnoring

Thank you for your post.

The last thing we like to see is any customer wishing to leave.

Once we have further information regarding the case mentioned by Simon we will update the thread, however if you could advise us of the postcodes you visit where you also struggle with coverage we will be happy to look at these too.

Many Thanks

DaveCD

eForum Team