28-02-2012 06:32 AM
Well done Vodafone, you're customer service is shocking. Won't be using you again once my contract is up. Everyone knows things can happen that reduce service but how you keep customers informed makes a huge difference. How many more times do you need to be told there are problems in Manchester, there are enough people on this board and on twitter saying the same thing. Maybe if you ignore the problem it will go away!?
28-02-2012 10:51 AM
@ctangye – I’ve just had a look at your cell site and you are currently using site – 34041 – This is currently up and running and taking calls and data connections. Can you confirm if this is still and issue for you?
@SadGeezer, tommob37 and greg_mcr – All of you are using site 13001. There were some planned outages from the 21st while work was undertaken. Can you confirm if this is still a problem for you and I’ll get this re-raised as obviously something isn’t working as it should be since the work.
28-02-2012 11:15 AM
Yes Wayne, still a problem. Your customer services department have told me this has been an issue they've been aware of for a few days, and engineers are working to attempt to fix it. Is this correct? If so, why couldn't someone tell us this in the first place?
I've had intermittent signal and not been able to use my phone properly since Friday. I logged this with you on Saturday evening, and it's taken more than 60 hours for anyone to bother replying. That is dreadful customer service and shows a complete lack of customer care, especially when I'm now getting mixed messages from you on here, and from your phone customer services team.
The signal issues are happening across Manchester city centre and it's not good enough.
28-02-2012 02:15 PM
Got the same issue as you are explaining - signal is awful and doesnt connect half the time
I am working in Manchester and my phone is very important for a number of calls and internet connection and currently i cant even do my job
Dont understand how hard it can be to find the issue when a majority of people are constantly complaining about service with in Manchester
Needs sorting as soon as possible as this isnt good enough at all!
28-02-2012 03:34 PM
Thank you for your posts, I can see that there is a case open under reference 2372598 however I am unable to provide specific details.
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.
Our engineers are working hard to resolve your issue.
28-02-2012 04:03 PM
I haven't been able to make phone calls since Saturday.
As always in these circumstances, customers are always more forgiving if they have regular updates on progress and some indication that the issue is being taken seriously.
This seems to be affecting significant parts of central manchester, so I think this is will hit the news headlines soon anyway.
29-02-2012 10:36 AM
Is this still happenning to anyone? I'm getting signal fine at my flat which is in M50, but have noticed as I walk around the city centre and as I travel through on the tram that M2 and M1 are completely out still. Sitting at my desk for 8 hours a day in M1 postcode since last week (I use my phone to take work calls) and I have had a mixture between no 3G at all, no calls/texts being able to be sent/received, or all three since early last week. It is a MASSIVE pain. Does anyone have any updates about this?
I have also called Vodafone and been in store to speak to them, and I have the calls recorded that they have lied to me as I was told they had no idea about anything being wrong and was kept on hold for a massive 10 minutes just to be told it should be fixed asap (this was a week ago now). If these works were planned, why was no one (including the staff apparently) informed about this? We're paying a lot of money for services we aren't receiving.
29-02-2012 11:07 AM - edited 29-02-2012 11:41 AM
Many thanks for your posts here.
I have taken a look at the area fro you and can see that we are currently in the process of upgrading the radio equipment in the area which means sites are being turned off during the day whilst the changes are completed.
This is being done a site at a time which is why you will see intermittent changes in signal throughout the day.
I can also see that there are a further 2 issues with sites in the local area of (M1 7**) which have been passed to our engineers for investigation and repair.
I will ask for these to be added to our faults board as the initial issue has been resolved but this is now a new issue with two sites in the area.
29-02-2012 11:12 AM
It's been like this for over a week though now, how can your staff have hardly any knowledge about this issue?
And adding it to the faults board is great, (after about 9 days!) but when will this be fixed? We're all paying a lot of money for service we're not receiving.
29-02-2012 11:31 AM
I'm suprised that Vodafone don't admit there is a problem and keep users up to date with what is happening. As a communications company I would have thought communicating would be easy for you to do - but no - just denials from you as to what is going on and a complete lack of internal communication meaning that each department tells you something different.
So I can only vote with my business and you've just lost a business contract for 8 phones - not much in the grand scheme of things but it's all I can do.
Bye Vodafone - learn to communicate.
29-02-2012 02:51 PM
Hi James (Tech Team)
Many thanks for the update. Is there any more information as to how long the outages will last? The M1 5xx postcode is also affected but I'm not sure if this is a fault or something to do with the upgrade.
29-02-2012 03:23 PM
I am also experiencing similar problems with Vodafone and have just logged a complaint for SK9 (Wilmslow) area. Before such a mass upgrade it might have been prudent to text all in the area with a service outage message. I've just been to phones 4U and have switched one of our family phones to TMobile as a result of this issue. The other phones in our family will follow next week unless I start getting some response with proper timelines in place.
01-03-2012 04:53 AM
01-03-2012 11:39 AM
I have been with Vodafone for far too long now and am absolutely sick of them, issues like this occur far too often and little or no excuse has been made, other than denying anything was happening.
I bought through Phones4U, how have you managed to switch to T-Mobile?
01-03-2012 11:54 AM - edited 01-03-2012 12:03 PM
There are threads all over the Vodafone board, all over Twitter and everyone I know on Vodafone in central Manchester has been having trouble since last Monday (20th Feb). I keep getting fobbed off by Vodafone customer services (we'll check the fault, we'll put it on the faults board etc etc) and it is still not fixed, still not on the faults board and NO ONE knows when this will end. I'm paying £35 a month (and more!!) for a service that I have not been receiving for over a week and a half. I am completely unhappy with Vodafone.
(well, as I've just experienced, Vodafone will move threads around but won't reply to them.)
01-03-2012 12:41 PM
I contacted customer service earlier to complain about the lack of service in the M38 area and was told they have been working on that particular area for 3 days now (I've had no 3g signal, intermittent phone signal and dropped calls for over a week now). I was offered a £15 credit on my bill but I had enquired as to cancelling my contract under section 11b of the T&C's. She didn't have a clue as to what I was talking about but I would appreciate a member of the eforum team contacting me as I would like to cancel my contract under section 11b. It is incredibly frustrating to speak to customer services and speak to someone whose first language is not English as it is very difficult to reason with them.
Not happy at all!