No Network Connection

[fifelady]

Post Title: KY8 Methilhill Leven 

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

2) What is the KY8 2DN  and KY12 0SU 

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

Do not have another phone to put sim in, however the network connection at work in KY11 1PH is full 4G so dont think it is the sim or phone.

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

None when searching for moble networks only 3 and EE show up

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

    All

6) When did you first notice this issue?

31st May when i was transferred from Talk Mobile to Vodafone, I have always had excellent coverage with Talk Mobile which uses the Vodafone network.

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

Permanent have had no coverage at all since 31st May, I have been on the online chat and gone through all of the usual stuff, my query was then passed on to a specialist team who did not get back to me. Have phoned twice this week, second time the agent told me, it was the nature of the coverage problem different from network coverage which is shown as full coverage for my postcode. He reckons no one in my area would have network cover.

[Jenny]

@fifelady - I’ve checked coverage at these postcodes and you should get good 2G.

3G and 4G are a little patchy though and mostly outdoors only. Your local sites look to be performing fine.

If you have absolutely no coverage in any location and you’ve recently ported your number into Vodafone, we’ll need to check your account further.

I’ve sent you a private message with instructions on how to get in touch.

[fifelady]

I dont appear to be getting 2g either I have set phone to wdcma/GSM auto connect and still no network or signal. That is both outdoors and indoors. Its not everywhere i get perfect 4g when at work. I got 3g at home last week when with talk mobile. I dont understand why I have this problem now when vodafone are the carrier for talk mobile.  

[Jenny]

@fifelady – You should be getting 2G at those postcodes.

As everything’s looking OK, we’ll need to raise this to our Network engineers for further investigation - I’ve sent you another private message with instructions on how to get in touch.

Please use the latest private message as this is a little different and requires different information to be entered.

[fifelady]

@Jenny

I forwarded the information in your private message but to date have heard nothing back, can you advise please.

[Alex]

@fifelady Make sure you click on the hyperlink in the private message you've received, before filling out the form.

Once you've submitted this, you'll receive an automated email to say we've received it - this will also contain a unique reference number which looks like [#12334456].

I've searched our inbox for an email from the registered address on your Community account and no email comes up.

I've sent you a new private message - please let us know how you get on. :smileyhappy:

[fifelady]

I have earlier today followed your link put all the detail requested then submit it. Once gone the Web page said thank you for your email we will be in touch soon or something like that. I have however received no automated email. 

[Tash]

@fifelady I've checked the email address registered to your Community profile and I'm unable to locate an email from you.

Please try the following steps before accessing the link in the private message sent to you by @Jenny:

• Clear your cache and cookies on the device you're using.
• Try a different device or send your email using a different web browser.
• Try an alternative email address.
• Manually type your email address into the box when prompted, rather than copy and paste and also include the routing code.
• Ensure your message is under 2500 characters.

Please keep us updated with how you get on :smileyhappy:

[fifelady]

Ok so I am not sending an email, I am following your link to your web page and submitting the form which is there with all the details requested I am getting a message saying you have received this and I have done it twice. I was ported from Talk Mobile on the 31st May and have been trying to get this sorted since then. I have used Web chat , I have phoned, I have emailed a complaint and been called back but have had no response from anyone apart from I should be getting a signal. I need this sorted or I will need to cancel my contract. 

[Jenny]

@fifelady - When you complete the form, this sends an email though to us.

Please check your spam/junk folders in case the auto reply has been routed there.

If you’ve still not received this, please follow the steps @Tash posted above, as we’re currently unable to find an email from your Community email address.