SL4 - Eton - No service for the past 40 days

[andreacruise]

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

This happens from the bridge crossing the river to Windsor, through all of Eton High Street and surrounding streets.  I have to drive to the intersection of B3022 and B3026 to get service.

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.

SL4 6BY

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

Yes, and it occurs on all Vodafone phones of my friends' when they visit

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

Nothing is seen or heard.  I show 0 bars of network connectivity

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

All

6) When did you first notice this issue?

31 March, 2017

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

It is permanent.  All of the time, all day long.

[Alex]

@andreacruise I've checked your local serving sites 35279 (2G) and 79630 (3G/4G) and they're both performing correctly.

However, when looking at your postcode I can see that you're in a low coverage spot.

You'd benefit from a Sure Signal as this creates a 3G connection or you could also look into Wi-Fi Calling.

I've also checked our network coverage checker and can see:

'We'll be doing some work on our network in this area to improve your calls and data coverage. Sorry if you notice any disruption. We're expecting to start work on 8am 11 May 2017 and to have things back to normal by 6pm 11 May 2017. Everything else should be working fine.'

[andreacruise]

Thanks, Alex.  

I have a SureSignal that works in my flat.  However, when I am walking on the Eton High Street, this does not help me.  

The message you've shared about the work on the network...I've seen the same for April 18, April 23, April 25, April 27 and May 4.  It doesn't seem that they are able to fix the problem on my network.  When I chat with the live chat team, they tell me every time to 'rest assured' it will be fixed this next time....but it never is.

I've tried to leave Vodafone and been put through to the Retentions team who gave me a good monthly deal and a promise (rest assured) that the issue would be fixed in 2 days.  It wasn't and now I'm on a 12 month contract that I will have to pay to break.

What shall I do when I'm getting such poor service (network and customer)?

[Alex]

@andreacruise I understand the issue you've raised. 

If you're within the first 30 days, you may be eligible for our Network Satisfaction Guarantee - please take a look at this and let us know. 

[andreacruise]

Thanks, I'll check into that.   I've also been told that since I have used phone service when away from my home and town, I cannot be reimbursed for those days of not having network coverage.  

Throughout this whole fiasco, I've been told that I'll be reimbursed for the time that I did not have coverage in my home area.  When it comes to a bill being printed, I'm now being told that because I could use my phone at work, I will not be reimbursed.

Where is the customer service?

[Alex]

@andreacruise Please let us know how you get on with that. :smileyhappy:

If you've been completely without signal at the registered address on the account, you'd be entitled to a partial refund of the days without coverage. 

You can view our Ts&Cs here.