Network complaint

[SWIFT_47]

Ok, i have been told to post here even though all i actually want to do is complain about network conectivity in my village.  I have been on chat and facebook talking to vodafone but am getting nowhere.  i have attempted to send at least 4 emails from the link given me, but it never works - i never get confirmation that my email has been received and now I have been told to come here when all I really want to do is send an email and be able to make a voice call in my own house.  By the way, it is NOT my phone - all checks have been done but it is not just me - our whole village cannot make or receive calls - we can sometimes text but no call anyone up.  I have names of 20 vodafone customers who, like me, have little or no signal - usually just one little dot.  The following is the email i tried to send today - i will copy and paste - your comments would be appreciated:

I have been trying to email you now for nearly two weeks. I was given a reference to quote and then filled out the form, three times, but each time I got no confirmation you had the email.. i have spoken to people on your facebook page who advised me to do this and it hasnt worked. They now say i have to go through the network connection page which i have done on numerous occasions so I have decided to write here and hope for the best it gets to you. Its concerning the network connectivity in our village of Riseley, Bedfordshire. i have been on chat at least 3 times and each time have been promised a reply within 48 hours --- nothing. I am so tired of saying IT IS NOT MY PHONE- IT IS YOUR NETWORK MAST WHICH IS AT FAULT. I guess I just want to use my mobile phone at home as intended. I changed to contract in January, staying with Vodafone. I am now beginning to regret this big time.... broken promises, uncaring company and no mobile network to speak of...... i have at least 20 of your customer names in the village and none of them get more that one tiny dot of signal - plus none of us can make or receive a voice call without driving out of the village or standing in the middle of a field. I get texts saying i have missed a call - that is because I have no signal and the caller gets straight through to my voice mail. Because of my lack of contact from yourself i have escalated the matter to the Ombudsman - I just dont see why we should all be paying for a service we cannot get. the signal box booster too is a bad idea - it doesnt work here - it has been tried and tested. All in all we are all fed up and I know at least 5 other people have complained to you. i see that you are now "looking into the matter" but to be honest I am not holding my breath. this needs to be sorted and hopefully now that the matter has gone further, you will do just this. i would apprecaite your comments on the whole matter together with your assurance that the network will improve even if it means you erecting a whole new mast! Comments please

Jan

[jeffkinn]

If you read this thread you'll get some information as to how this forum works when network issues are concerned.

http://forum.vodafone.co.uk/t5/Network-queries/Network-issues-initial-checks-and-template/td-p/25405...

I've had a look at the Vodafone coverage map and it says this:

"We're trying to fix a network issue which might be affecting calls coverage. It’s now being investigated. We'll update this page as soon as we know more."

The network isn't very good at communicating with customers when there is a problem in a specific area. They'll tell you that there is a problem but they won't tell you what the problem is, how long it'll take to fix and when it will be fixed.

The Ombudsman won't be of any help as no mobile phone network can promise to provide a fault free service nor do they have an SLA (service level agreement) requiring them to effect a repair in a certain timescale. Also Vodafone provides a mobile service and not a fixed line service, and as long as you can get a signal somewhere (albeit not where you need it to be) you are getting the service you're paying for.

These are the issues that we as customers have to put up with.

I suggest you complete the template that's part of the thread I linked to above and post it back here and one of the forum team will pick the matter up and report back.

[SWIFT_47]

I am not quite sure I understand what you are saying.... Am I not to expect to be able to make a voice call or receive a voice call in my own home when I have done in the past?  Your post intimated that a mobile phone company does not have to offer connectivity to make a call in some place - correct me if i am wrong, but isnt that what a mobile phone should do?

The notice of work underway actually started after i made the complaint to the Ombudsman - a coincidence?  I am not sure and cannot prove it.  i believe Vodafone has actually been fined in the past for this same problem - surely if there was a signal in the past, isnt it the company's responsibily to continue this service?

This was the main complaint to start with but over the weeks i have been extremely disappointed at the customer service.  Promised to get back to me in 48 hours have failed and the content of replies were identical from each colleague... I felt like i was banging my head against a brick wall most of the time and that no one would listen.

[SWIFT_47]

Post Title: 'First half of post code - Area' e.g. ST1 – Stoke-on-Trent

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

It happens throughout the village from one end to another and not just me, many others have complained too

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the Community, add it to your profile here.  MK44 1DQ 

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

Yes it does - 

4) What errors are seen or heard when the issue occurs?

No errors just no signal - one dot if I am lucky

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

All

6) When did you first notice this issue?

the signal started to deteriorate at the end of January 2017 - before that it wasnt good but we could make voice calls and receive them

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

It happens all the time, day and night.  The whole village has virtually no signal

[jeffkinn]

You can expect to make such a call, but if the service has a fault and you can't make a call in your own home, the network is not obligated to provide a service in a specific area, including your home address. The word mobile is the clue - it is't a fixed line like BT installs. This is what the terms and conditions have to say:

Problems with our services. We’ll provide our services with reasonable skill and care. However, our services are not fault-free and are not available everywhere in the UK.

You might be eligible for a refund of the monthly cost but these don't get calculated or paid out until after the fault is fixed.

It's a very one sided relationship. As customers our options are very limited.

[SWIFT_47]

You're telling me it is one sided!!  However, as they were able to provide this service in the past should i not expect this to continue in the future?  As I said the work started after i complained to the Ombudsman so i am assuming Vodafone do realise that the signal we are now receiving is unreasonable?

[Alex]

@SWIFT_47 We're aware of a fault in your area.

This is currently being investigated under INC2893258 - you're able to subscribe for any updates on our network status checker. 

[SWIFT_47]

Hi, I notice that this is now being dealt with - can you give me an approximate timescale as to when we may expect our coverage to return?

thank you

[Jenny]

@SWIFT_47 - Please take a look at our network FAQs for details on why we’re unable to provide further info, including timescales.

If you’ve registered for updates on our UK coverage checker, we’ll let you know as soon as there’s any news.