Hello All
We have been using 5G locally for the past two years, and apart from the odd maintenance issue, the service has been reliable and fast (400Mbps in the evenings, 200Mbps during work days). We have two iPhones 13s and a Huawei 5G Router that feeds the other house devices. Our phones always indicate 5G connections when at home. The network status checked webpage for the past two years has shown our property to be well within the 5G coverage area with "Good indoors and outdoors" status.
On May 27th I received an SMS notification reporting that there was an issue in my area (I am signed up to local service interruption notifications). However we didn't notice any speed degredation so all was good.
On May 31st I received a second SMS notifiying that the issue had been fixed. Again, no problems for us.
On June 1st, at about 11am, our router speed dropped down to approx. 30Mbps. Our iphones showed only 4G connections and the 5G service indicator on the router was off. I restarted the router and the phones and removed the SIM cards but still our data speed remained at 30Mbps with no 5G service. I figured that there was a another (or the same previously reported) service issue in the area so I checked the network status checker webpage only to find that the 5G coverage now no longer included our property, with only 4G coverage available. Quite a change from the day before! Again I figured this was down to the local service issue and reported the outage on the webpage.
The next day there was no change, and as I continued to work from home during the long Jubilee bank holiday, I contacted Vodafone support but was told that as my property fell outside the 5G coverage area I could not expect 5G speeds. I tried to explain that we had enjoyed 5G coverage for the past two years but was just told to restart my devices and remove and replace the SIM cards. At no point during the weekend did the network status checker web page indicate a reported service issue (warning triangle) in my area, just no 5G coverage at all.
This brings us to today Monday 6th June, and the issue continues, no 5G coverage since 1st June, network status checker web page still shows no 5G coverage. Mbps data speeds in the low 30s, climbing to 50 or so in the evenings.
So, I'm not sure what my options are right now. We need 5G speeds as we work from home almost every day, but I can't report a problem for an issue that Vodafone says isn't an issue as we apparently no longer fall within 5G coverage. Surely if a 5G transmitter was offline or if it had been removed then Vodafone could tell me, right?
Can anyone from Vodafone comment please, or someone with experience with something similar?
Here is the network issue report template:
1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?
Yes, the issue is local, travelling outside the area results in 5G reception on our phones.
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.
Postcode is W8 XXX (pls check profile for full postcode).
3) Does the issue occur if you try your SIM card in a different phone?
Yes.
4) What errors are seen or heard when the issue occurs?
No errors, just no 5G data speeds or 5G service indicators on router and phones.
5) Does this happen on 2G, 3G, 4G or all?
Only 5G service is affected, 4G is working.
6) When did you first notice this issue?
1st June 2022, morning.
7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?
Since 1st June it has been permanent, 24 hours a day.
Many thanks
Mike
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