SG1 Stevenage

[dcwt2010]

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

Unsure as I primarily use my phone at this location (workplace). 

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.

SG1 2FX 

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

Yes, it is phone independent.

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

Basically data transfer speeds are slow enough that it can take minutes to load a webpage. Whilst indoors I can still get medium 3G and 4G signal (~106 to 116dBm for 4G). It's not a strong signal but before when I was on EE, with similar signal strengths I could browse the internet, use social media apps etc without any noticeable issues. Since switching to Vodafone it has been so slow as to border on being unusable. 

I checked the coverage map and bought a PAYG sim to check the signal indoors but actual usable speeds seem to be much poorer compared to EE.

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

As this is a mobile data issue, for 3G and 4G.

6) When did you first notice this issue?

Since I joined Vodafone last year in early December.

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

Permanent

[Colleen]

@dcwt2010 Our Network engineers have investigated your site history, for the past two months. 

It's been checked hourly throughout this time and they're unable to see any change in throughput or where the data speed drops below an average of 10Mbps.  

The 3G coverage in your area may be stronger than the 4G connection, which is why you've been advised to change your phone down to 3G. However, this will still allow you to fully use our mobile data service. 

I'm sorry to hear you're regretting coming back to us, due to the coverage problem you're having. 

We never want our customers to feel this way, which is why we offer our 30 day Network Satisfaction Guarantee. It allows everyone to test the network in their area, before committing to a full contract. 

As mentioned, you can check our network status checker, for any future planned upgrades in your area. 

[dcwt2010]

I really wish that were the case but my speedtests are quite consistent; it is the abysmal upload rates which are to blame.

I just think it is odd to ask a customer to tweak their phone to get usable mobile data service. Scratch odd, it is just poor customer service. I will do some more speed tests tomorrow but this is a persistent thing that I have noticed for weeks now.

[Colleen]

I’m sorry to hear you feel this way @dcwt2010

As advised, we’re constantly working to improve our general coverage to give you stronger signal and faster data speeds. We currently spend over £2.5 million per day on our network.

Please test your phone on 3G and let us know how you get on. If you’d like to provide speed tests of this, we’ll be happy to pass these onto our Network engineers for them to consider.

[dcwt2010]

Hi have attached two images, one at 4g and one at 3g.

Again, the 4g upload rate is so poor the internet is unusable.

I will stress once more it is unacceptable that the customer has to manually switch 3g/4g to have usable mobile data. Turn off the 4g until it is fixed.

[Colleen]

@dcwt2010 I've passed your speed test results onto our Network engineers and they've advised they'll look into this further for you. 

We'll update you on here, when we know more 😊

[Alex]

@dcwt2010 The INC has now been closed. 

Your masts 11222 & 1259 have been extensively checked for any fault and nothing has been found. 

There's been no degradation of service, no issues, no alarms on either site and the performance trends look normal. 

Any future planned upgrades will be added onto our network coverage checker.

[dcwt2010]

Well I don't want to jinx it but a speedtest at 4G now shows acceptable (not great) upload rates which means I no longer have to manually force 3G mode.