Network

[sutcliffegraham]

We noticed the mast near us was replaced on monday for a new one. Literally to the hour of them leaving we've had troubles.with failed connections, calls dropping and texts which will not send.

We have two phones, 1 a HTC on Vodafone and a Nokia on BT Mobile which is vodafone underneath.

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

Yes, at home.

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

Two differnet sims, two different phone - exact same problems

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.

Always been good. We have full signals just dropped/failed connections and texts which will not go.

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

There is a generic entry for "TF2" which just says fixed

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".

problems are 2G, have GPRS data fail as well on occasion, one phone updates email every 15 mins and keeps failing.

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”

TF2 8SP

7). How far you have to travel to get signal

Have not travelled specifically to check, but have been circa 5 miles away and it was ok but that might have been a period it was working for a short while.

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

"connection error" making calls, nothing for text.

[sutcliffegraham]

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

Yes, at home.

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

Two differnet sims, two different phone - exact same problems

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.

Always been good. We have full signals just dropped/failed connections and texts which will not go.

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

There is a generic entry for "TF2" which just says fixed

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".

problems are 2G, have GPRS data fail as well on occasion, one phone updates email every 15 mins and keeps failing.

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”

TF2 8SP

7). How far you have to travel to get signal

Have not travelled specifically to check, but have been circa 5 miles away and it was ok but that might have been a period it was working for a short while.

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

"connection error" making calls, nothing for text.

[sutcliffegraham]

anyone interested in helping. it is worse than ever. Been out today with no problems until get back home and into the cell zone..

no updates on this forum at all yet !

[sutcliffegraham]

right, fed up now and going to move to o2. no response on the forum, and only number showing online to call is 191 - which is no use if the cell is down.

[Simon]

Hi sutcliffegraham

Thanks for posting to us with details of the difficulties that you're facing in the TF2 area with 2G services.

I've checked the behaviour of the nearest serving 2G cell site ID 265 this morning and from a calls perspective it seems to be working as normal, although there does appear to be a higher data allocation failure than we would expect.

I've forwarded the details on to one of our engineers to take a closer look at it for you. Once we receive further information I'll be back to update the thread for you.

Thanks

Simon

[sutcliffegraham]

I can confirm today..

outbound text - not working
inbound text - occasional working.
inbound calls - seems to be ok.
outbound calls - not working at all - connection error on every call.
gprs - not working at all - no connection since yesterday, hit and miss since monday.

[DaveCD]

Hi sutcliffegraham

Thank you for your posts and for keeping us updated.

I can see that we have been investigating this site and so we can investigate this a bit further I have sent you a Private Message for you to follow.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[sutcliffegraham]

I have checked my inbox and there is no message there.

[James]

Hi sutcliffegraham,

I have sent you the PM again now.

You can find your PM inbox here.

James

[sutcliffegraham]

online form completed and email sent. thanks

[sutcliffegraham]

still not working tonight

can now send text most of the time but not receive... phone 1 (voda) send text to phone 2 (BT/voda). it goes from phone 1 and does not arrive phome 2. exact same the other way around.

GPRS nor functioning, it tried to start a transfer and the signal then drops. Worked for a short while earlier in week, stopped again thursday and not worked since.

calls hit and miss on connection. Lots of calls going to voicemail even though phone didn't ring. Dialling out 50/50 get connection error.

almost a week now and still severely disrupted on both phones/sims.Rely on phone for work. If not resolved tomottow (monday) will be taking it further.

[sutcliffegraham]

this morning we can't do anything.

No calls or texts from either phone despite a full signal on both.

[sutcliffegraham]

No response from Voda. Services still hit and miss....

Logged support requests via the phone, by web chat, this forum and by email, all say we'll update in 24 hours or 48 hours. All have now been and long gone with no response or update.

Had PM on here asking for info, info provided - no response for several days....still no response.

Do Vodafone just think you will go away eventually if they ignore you long enough ?

Service is so poor at Vodafone (sorry my mistake - what service?) I will be switching to another provider in 5 weeks time when my Vodafone contract ends.

I admit it's working better than a week ago - but I am still in the dark as to why and have had zero communication from anyone - and it's still not working some of the time...

enough is enough, when you rely on your communications working and see how much you are valued when you need help, after being loyal for about ten years - it is time to move on and try the experience somewhere else.

[carolann1922]

Is it Vodafones policy to ignore the complaints of their customers?

I have two phones, two different sim cards and am using both these in the Telford area and am having the same issues as it appears that numerous other people are having.

Lost connection/no service

Messages not sending

Being cut off during a call

I have been a customer with Vodafone in excess of 15 years and over the last 10 days I have been appalled at the level of service that I am getting - or should I say not getting.  I have spoken to tech support 3 times now and they will not even admit that there are problems on the Vodafone network within this area.  They have had me doing various diagnostics on the phones when clearly the problems did not lie with the phones but the vodafone network.

I feel I am paying vodafone for a service that I am not getting and as such unless I get the service that I have always had in this area, which I might add has always been excellent, then will be withholding payment of my monthly charge and I will also cancel my contracts with vodafone and go to another provider.

So come on Vodafone get your act together and get the problem that so many of us in this area are having sorted please.

[sutcliffegraham]

extremely disappointed with the lack of customer service now.

there is clearly a problem here.....nothing has changed on either of my phones since when i drive 5 miles away i am able to call/text.

As previously mentioned work was carried out on the mast in the area last week which has clearly introduced this problem.

Please provide some assurance that this issue is being looked at. My contract is up for renewal next month, and as it stands, i will be moving to a different network provider.

[Lee]

Hello sutcliffegraham,

Many thanks for your post. I can assure you that each member of the team have passed all the relevant information on your our colleague who is a network engineer.

The issue is currently being investigated and as soon as we have any information to share, we'll be back to this thread with an update.

Cheers,

Lee

[sutcliffegraham]

I appreciate you keep passing info to your engineers, but have you considered that's a one way process and NO ONE is updating me - your customer about anything.

I am sat here, having been out all day able to make calls with no problems - and now home I can't make any phone calls again.....

If I drive to another cell - no problem.

I am a home worker, at home I have terrible service which was perfect before this all kicked off.

[carolann1922]

Once again no response from Vodafone on the problems I  am having with the two phones that I have on monthly contract.  I will very shortly be withholding payment of my contract if I cannot have some reassurance that the problems that Vodafone are having within the TF2 area are going to be rectified soon.

It is clear that whatever the upgrades that Vodafone have been performing have not upgraded the service at all.  For the last 15 months I have always had an excellent service with my phones and had no cause for any complaints.  Vodafone decide to do work on masts in the area and since then my service has been non-existent.

No service

No internet

Messages failing

Calls being dropped during conversation

etc, etc, etc

Enough is enough now either something is sorted asap or I will be cancelling all my contracts with Vodafone and going elsewhere.

[sutcliffegraham]

Had this reply today - which frankly is ridiculus - to say switch to 2G when the problems are all on 2G is not good.

Have just ordered an O2 package instead. too late vodafine.

Reiterate - no problems for 10 years - Voda replace the entire mast on the exact day the problems start - same problems on 2 different phone, 2 sims, 2 different makes, one on Voda, the other on BT Mobile which uses voda.......and they tell me it's just a bad signal - NOT A CHANCE THIS IS CORRECT..... we live 100 yards from the mast !

We have a FULL SIGNAL........... the below is just silly. Voda are not bothering here to read the facts.

Hello Graham,

Thank you for contacting Vodafone Customer Services with regards to Network issue.

I apologize for the inconvenience caused to you. I certainly understand that it is upsetting when you do not receive strong signal strength in your area as it causes a lot of inconvenience.

I've checked our system with the postcode (TF2 8SP) and can confirm that there is excellent 2G network coverage in your area; however there is variable 3G network. I recommend you to please use 2G network till the issue resolves. Hence, you can set up your handset in the 2G network by following steps:

- click the MENU key

- click Settings

- click Wireless & networks

- Scroll to and touch Mobile networks

- click Network mode

- select GSM only.

Further, there is no site down reported in your area. Further, the services might be adversely affected by too many people trying to use the network at the same time.  We aim to provide you with services at all times, but owing to the nature of mobile telecommunications, it is very difficult to provide a fault free service and the quality and coverage of the service depends partly on your mobile device, partly on the Vodafone network and partly on other telecommunications networks to which the Vodafone network is connected.

 Also, I request that you visit the nearest Vodafone store with your SIM and handset. The official at the store would check the phone and help you further with this.

Also, I would recommend you to purchase the Sure Signal Box through which create/boost the 3G network in your house. For more information regarding the Sure Signal you can visit the link below:

http://shop.vodafone.co.uk/shop/mobile-accessories/vodafone-sure-signal3

I trust this explains the situation.

Regards,

Siddharth (surname removed)

Vodafone Customer Services

[sutcliffegraham]

was just on the phone with customer services, who were being helpful... they just got back from speaking to the tech team and advising me the problem MAY be the SIM is very old...... I just advised ok yes that one is years old, but the SIM in my other phone is only a few weeks old - and the old SIM is perfectly fine when go to another area.... when the line died.

In the call I gave my landline number specifically in case the call dropped and they confirmed they would call me back if it dropped. Call did just drop, several minutes now and no call back !

[sutcliffegraham]

I had to call back as they did not call me. Agent 2 went off to get hold of agent 1 and said agent 1 would call me back within 2 minutes - that was getting on for 15 minutes ago..... still waiting.