4G does not connect

[pranayambwani]

Hi,

i upgraded my data sim tablet contract on 20/06 this year. I was previously on a 3G connection and purchased a 4G upgrade. My tablet has never connected to 4G and 3G is extremely patchy. FaceTime audio keeps blanking / dropping and YouTube is forever buffering. Surfing speeds are slow. 

I have had several conversations with your off shore chat teams, technical specialists and customer complaints. No luck so far. In spite of several promises no one takes ownership and follows up to resolve this issue. All I get is a bunch of people passing me around from one team to another. Gross incompetence and customer bullying seem to be key attributes of your offshore support teams. A so called technical specialist changed my number to try one of his out of the box tricks (yes he said that) and has not restored my previous number. After begging I was given a months compensation and assurance to resolve this problem. Can someone please do something to sort this out. Why do you make us beg for service that your are contracted to provide? Please help. Once again I beg for help. 

[Gemma]

@pranayambwani - I’m sorry to hear the experience you’ve had, when you’ve contacted us.

If your number is now active, although you’re still getting a patchy signal, please follow the steps from our Network Troubleshooting guide.

If you get to step 6 from the guide, please post back with the answers from the template.

We can then take a closer look into this for you.

[pranayambwani]

Hi,

i have been through these tests several times with your colleagues. Total waste of time. What next?

[Gemma]

@pranayambwani - So we can look into this further, please post back with the template from step 6 of the network troubleshooting guide.

[pranayambwani]

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

PA: I Have never had 4G on this number.

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.

PA: N/A, the phone never connects to 4G.

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

PA: I have tried 3 different devices. None get on to 4G

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

PA: No error but internet is quite patchy and keeps dropping. Browsing is slow.

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

PA: No 4G. NEver had the privilege of going beyond a sad and slow 3G connection.

6) When did you first notice this issue?

PA: 20 June, from the time I have upgraded.

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

PA; 4G not connecting is permanent. Patchy 3G is intermittent.

[Alex]

@pranayambwani As you've mentioned you've never had 4G on your device, this would look to be an issue relating to your account. 
So we're able to check this on our end, please contact us directly using the information in the private message I've sent 🙂

[pranayambwani]

Hi Alex,

I was contacted by an agent from the social media team. The agent flagged this to a member of third line technical support and I have been asked to take the device to a local Vodafone store and have the software checked. This is a joke. I have tested steps 1-5 in your troubleshooting and one of the tests specifically asked me to try my sim in multiple devices. As mentioned before the sim has never connected to 4G and the issue is device agnostic. I very seriously doubt the so called third lines competency.

Also, please note one of the the third line folks changed my number to try something out of the box but never restored my original number.I BEG PLEASE help me.

[Tash]

@pranayambwani Our advisers in store will be able to take a closer look at the phone to run through further troubleshooting and arrange a repair if needed.

Should you need any further assistance, please reply to the latest email you have from us and we'll be happy to help with any queries you have.