Mobile Broadband - Signal and speed

[martinsmith99]

I'm having problems again in the BS35 area.

My signal strength is usually a consistent 3 out of 5 bars but now it's fluctuating from 3 down to nothing. Also my download speeds are fluctuating from good to non existent.

I was billed in last month a shocking £105 for my usage due to a fault with the connection (which has been canceled, thankfully). I am hoping that this doesn't happen again as a 20+ minute call to your customer services again will be rather tiresome.

Can you please look into the fault in this area as there is one and has been on-going since Friday.

Many thanks

[Retired-Jon_V]

Hi Martin,

Can you confirm if this issue is affecting 2G or 3G? We have your area listed as "Outdoor-only" coverage for 3G, so if this is what you are trying to connect to, it would appear to be purely due to low coverage and not indicative of a fault.

I have checked the serving 2G and 3G site in your area, located at Lodge Farm, and it does appear to be showing a high number of GPRS faults. The site was recently upgraded for EDGE capability on the 10th, so this may have had a knock-on effect and caused other issues.

So that we can investigate this properly, I'll need to raise a case to our Faults team, so an email is on its way to you now asking for a few details

Jon

eForum Team

[martinsmith99]

Hi Martin,

Can you confirm if this issue is affecting 2G or 3G? We have your area listed as "Outdoor-only" coverage for 3G, so if this is what you are trying to connect to, it would appear to be purely due to low coverage and not indicative of a fault.

I have checked the serving 2G and 3G site in your area, located at Lodge Farm, and it does appear to be showing a high number of GPRS faults. The site was recently upgraded for EDGE capability on the 10th, so this may have had a knock-on effect and caused other issues.

So that we can investigate this properly, I'll need to raise a case to our Faults team, so an email is on its way to you now asking for a few details

I had the email and have responded but all has gone quiet.

I am connecting to 3G and have done for over a year.  The signal strength is usually 3 out of 5 bars on 3G and speeds around 2Mbps.  Today it has disconnected twice but I was able to reconnect straight away and speeds have been fine.  I'm running at about 500Kbps and still showing 3 bars on 3G, so maybe this was a temporary problem, but it would be nice if this could be looked into.

[Retired-Albert_]

Hello Martin

I am pleased that your connection is up and running again

As Jon has already posted, the official coverage for your postcode is variable for 3G indoors. I am delighted you are getting a better 3G signal than anticipated.

On the 2G/GPRS side you should get good coverage indoors.

I have had a look at site 6556 at Conygre Farm (just across from Lodge Farm). It is running fine with no current problems. I have asked our engineers to also use their systems to look at it and they also report no issues. Looks like it was temporary and is now resolved.

Best wishes

Albert
eForum team

[martinsmith99]

Unfortunately I spoke to soon.  It was fine until about 9 am today, then the signal started fading.  Now I am showing no signal on the 3G network.  If I close down the dongle software, leave it for a few minutes and then restart I get 3 bars again, but this only lasts a few minutes before it fades.


I hope this helps resolve the matter.  I use the connection as this is my only option for broadband at my location.  GPRS is not really any use to me and dialup would be better than that.

When I took out the package I was told that the area had good coverage, which it use to.  

[martinsmith99]

My connection is still unbearably slow and often the 3G network is unavailable.  I still haven't been contacted after providing my details and a call being raised.  

Can someone please confirm that there is a fault and it is being looked into.

I see that a few others are complaining of the same thing.  Is there a general problem?  Please keep us updated!

[Retired-Lee]

Hi martinsmith99,

I can confirm we emailed you on the 15th to confirm we have raised a case reference for this issue.

We've checked the reference for the case (1510383) and can confirm the latest is the faults team have tried to contact you with no joy and are awaiting further information from your good self.

BenJ will chase this up first thing tomorrow and will get back to you as soon as he knows more.

Cheers,

LeeH
eForum Team

[martinsmith99]

Nobody has called on the number I provided, but the problem seems to have been fixed. At least it has been fine yesterday & today.