IP33 - Bury St Edmunds

[Anonymous]

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?
About 1/2 to 1 mile.
Affecting South West Bury St Edmunds so around Westgate Community Primary School; up until Parkway road to the East; at least to West Suffolk Hospital to the South and at least up to West Road to the West (but might be further). It works fine in the center of town.

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs?
IP33 3JY, IP33 2DR, IP33 3JU, IP33 3JP, IP33 3LJ

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

4) What errors are seen or heard when the issue occurs?
All calls fail; texts not delivered; phone shows full signal until call attempted where the phones then show 'no service'.

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

6) When did you first notice this issue?
5 days ago when it was reported to me via a colleague who lives in the same area; we are both on Vodafone. There is no call connections for either of us in the above mentioned area. Tried it both indoors and outside.

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

[BandOfBrothers]

Hi,

Using this link > Vodafone Network Checker.

on checking the first postcode and zooming out on the Map to check surrounding masts I see....

"We've fixed an issue in this area recently. Sorry if you noticed any disruption - things should have been back to normal since 5.49am 07 Apr 2017"

It can occasionally take a few extra days for the masts to fully settle. 

[Anonymous]

I was aware of that; but that was supposed to be fixed on the 7th and now its the 11th and it still does not work. Had another report this morning from someone else who is also having this problem; however he lives slightly more centrally in Bury St Edmunds.

[Alex]

@Anonymous I can see that there has been some work done on some sites in your area, however these aren't your local serving sites.

Looking at the postcodes you've provided, I can see that you should have a good 2G coverage, however 3G is outdoors only and 4G is very minimal. 

You may find it beneficial to change your device down to 2G, this should then ensure you can make and receive calls and texts. 

You can also check our Wi-Fi Calling feature or our Sure Signal device.

Let us know how you get on. :smileyhappy:

[Anonymous]

Changing it to 2G does in fact work for me (but haven't checked with the other guys yet) (I should have checked that first). However; it was working fine on 3G and 4G in those areas outdoors fine just 2 weeks ago (and fine prior to that) and now it fails to make calls and text at all on those G's.

At least we can make calls and texts now, which is good but it needs a permanent solution. I know this is a small area; likely affecting very few people; but could you look into why it suddenly changed? Might be techincal; might be some pesky trees.

[Alex]

@Anonymous After checking your site again today, I can see that it's now currently under investigation by our Network Engineers. 

I'm glad to see that changing to 2G is working for yourself in the meantime, apologies for the inconvenience. 

[rasseru16]

Hi Alex,

I am also in Bury St. Edmunds, could you tell me which site it is thats being investigated?

Thanks.

[Jenny]

@rasseru16 – It’s site 509 that’s currently under investigation and you can see this on our network status checker.

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