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Network queries

CV35 - WARWICK

Administrator

@andehh Without timed examples and knowing specific mobile numbers affected, we'd be unable to look into the history of the site, however as mentioned before, your local serving site for that area is performing correctly. 

 

Looking at the area that you're having these intermittent issues, this could be down to a number of factors, such as a high volume of traffic on the network or even environmental factors. 

 

As previously stated, any planned maintenance in the area will show on our network status checker

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1: Seeker

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

One location - but it's also rubbish in CV37 (Stratford Upon Avon)  and B50 (Alcester / Bidford on Avon)

It's fine when you are in London or Leeds or Manchester and improves if you go into Leamington Spa or even a few miles down the M40.

 

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.

 CV35 Barford towards the M40

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

 Can't try it in another phone but other family members on EE and Tesco can get 4G

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

No errors, just switches between 2-3 dots of 3G then E then GPRS then "No Service"  It's just rubbish unless I have the SureSignal service going - which is dependent on my internet provider, of course.  Not your service.

 

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

Only get up to a bit of 3G - the coverage map suggests a good 4G service inside and out.  Never even see a whiff of 4G here.  I can get 4G when I am in London.  Not very helpful when I am not.

 

6) When did you first notice this issue?

 It's been apparent since we moved in a couple of months ago - that's why I shelled out for the SureSignal gizmo - which, incidentally, appears to get very hot.  Is that normal?

 

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

It's rubbish all the time.

Intermittently it gets worse.

Even when there is 3G it's very unreliable.  If I cannot use the SureSignal (like today when BT were repairing lines) it's virtually impossibe to get any meaningful service for any length of time.  So, when I am speaking to people on calls they are constantly saying to me that they only get a garbled connection - and ask if they can phone me on a land line.  Welcome to 21st century UK and the internet age (if you live in a big city where the money is invested)

 

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Moderator

@nrkemp I’ve checked the postcode registered in your profile.

Your 3G and 4G coverage is patchy and mostly available outdoors. 2G is also a little patchy, but you should still be able to use this indoors.

If you change your phone's network setting to 2G only, this should improve things for calls and texts. Alternatively, your Sure Signal at home will provide you with 3G.

For help with any Sure Signal issues, check out our troubleshooting guide.

If you’d like us to look into any other areas where you’re experiencing issues, please provide the full postcodes of where the issue occurs.

You can also visit your nearest store, where our advisers will be happy to test your SIM in another phone.

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1: Seeker

4G patchy?

PATCHY?

it's non-existent. 

3G is patchy (and unreliable)

2G is rubbish and very patchy. 

Practically unusable as I can't hold any conversation for very long. 

 

btw 4G working fine in London for me today. Just not from where I live. 

 

The Suresignal device I was forced to purchase (because 2G and 3G are so poor) is dependent on my ISP - that's MY ISP service. Isn't that just another way of saying you can't be bothered to invest in the infrastructure for rural communities?

 

In conclusion, you are telling me to **** *** as you're not prepared to do anything about it. 

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3: Seeker

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

Seems to only be in this area. Get a good 4G connection at home (B50) with speeds of 37.5Mbps download. 

 

2) What is the full postcode: CV35 0DB

 

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? Nothing visual or audible.

Issue is I have 3-4bar 4G signal, but data is SLOW!

With speeds tests the folowing has been logged:

6th Sept @10.09 - 0.42Mbps (0.1 Upload / 40ms Ping )

7th Sept @09.05 - 0.5Mbps (0 Upload / 66ms Ping )

8th Sept @08.59 - 0.73Mbps (3.53 Upload / 67ms Ping )

12th Sept @12.17 - 0.4Mbps (3.28 Upload / 39ms Ping )

19th Sept @11.51 - 0.62Mbps (2.46 Upload / 38ms Ping )

 

5) Does this happen on 2G, 3G, 4G or all? 4G with 3-4 bar signal

    

6) When did you first notice this issue? Few weeks ago

 

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

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Moderator

Hi @wernert, so we can investigate this further for you I've sent you a private message with details to contact our team.

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Administrator

@wernert I've been in contact with our Network engineers and they've informed me that they've made some changes to your local serving site, to try and improve the 4G speeds. 

Can you please let us know if you've seen any improvement in coverage since 21 September 2017 and I'll feed this back to them, as this will assist in their investigation. 

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3: Seeker

Hi,

Still having the same issue. Below are some speed tests carried out.

 

21st Sept @ 11.56 - 0.88Mbps (6.25Mbps Upload / 39ms Ping)

25th Sept @ 07.33 - 9.79Mbps (11.83Mbps Upload / 36ms Ping)

25th Sept @ 09.00 - 0.65Mbps (6.11Mbps Upload / 36ms Ping)

25th Sept @12.11 - 0.40Mbps (1.04Mbps Uplaod / 35ms Ping)

 

As mentioned in the data sent to Vodafone, it seems the network is suffering over utilisation as the speeds early morning are OK (Before most people get into office) but then quickly deteriorate once within working hours.

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Administrator

@wernert Thanks for getting back to me 🙂

Our Network engineer who's looking after your case has seen your response and has used the information you've provided to continue their investigation under INC3100899.

Once we have another update, we'll update this thread. 

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3: Seeker

Good Morning,

 

I have done a series of further speed tests and with some confidence can say it seems the issue is due to over utilisation of the local antenna.

 

Speed updates below:

26th Sept @ 08.27- 1.02Mbps (2.77Mbps Upload / 31ms Ping)

26th Sept @ 15.27 - 1.46Mbps (5.80Mbps Upload / 57ms Ping)

27th Sept @ 07.34 - 2.40Mbps (9.31Mbps Upload / 43ms Ping)

27th Sept @ 13.05 - 0.64Mbps (5.17Mbps Upload / 48ms Ping)

28th Sept @ 12.16 - 0.57Mbps (5.42Mbps Upload / 68ms Ping)

 

To further confirm, I carried out several tests today as the morning proceeded (And employees turn up to work).

29th Sept @ 06.27 - 35.29Mbps (10.38Mbps Upload / 34ms Ping)

29th Sept @ 07.20 - 7.03Mbps (4.48Mbps Upload / 42ms Ping)

29th Sept @ 07.30 - 3.25Mbps (12.29Mbps Upload / 34ms Ping)

29th Sept @ 07.40 - 2.34Mbps (6.35Mbps Upload / 30ms Ping)

29th Sept @ 07.50 - 3.81Mbps (5.65Mbps Upload / 30ms Ping)

29th Sept @ 08.00 - 1.73Mbps (4.76Mbps Upload / 43ms Ping)

 

Regards

 

 

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Administrator

That's really useful, thanks @wernert

I've made sure our Network engineers have seen your speedtest results. Once we have another update, we'll be in touch. 

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3: Seeker

Any update on this? Not heard anything for a few weeks.

 

Just done a test now

12th Oct @ 07.24 - 1.85Mbps (10.31Mbps Upload / 43ms Ping)

 

Is the 4G speed issue likely to be address in this area?

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Moderator

Thanks for providing us with a recent speedtest @wernert - I've passed this along to our Network engineers.

I can see that the site is continuing to be investigated. Once we have any updates, we'll add them to the thread.

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3: Seeker

Thank you, but I would like to know what is actually being done.

 

The only response ive received is that the data has been passed to network team and they are investigating.

What has already been done?
Whats is currently being done?
What is the future plan and timing?

 

I have seen no progress or improvement since my original post on here almost 1 month ago.

Just done another tes:

12th Oct @ 10.01 - 0.32Mbps (0.76Mbps Upload / 36ms Ping)

 

I will be considering terminating my contract early and taking up another provider as I am not getting the service I'm paying for.

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2: Seeker

Just to echo above poster's problems....it still sucks for me here as well (same postcode CV35 0...). It has done for several weeks now. I have 3 bars of 4G signal, but have sod all bandwidth to allow me to do anything with it.

 

Vodaphone simply do not have the capacity in the towers in this area to cope with the demand for it. Desbite 4G coverage, no data....

 

 

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Moderator

@wernert @andehh - I'm sorry for any inconvenience this is causing. 

Our Network engineers are working to get this resolved as quickly as possible.

Please see our list of reasons, as to why we’re unable to give further information or a timescale.

You can find the fault is also logged on our Network status checker.

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3: Seeker

Any update on this issue?

 

10 Days since you confirmed "Engineers" are looking into the issue.

 

Weeks and Weeks, and still no marked improvement.

Latest Reading

23rd Oct @ 08.22 - 1.35Mbps (4.11Mbps Upload / 35ms Ping)

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Moderator

Thanks for updating us @wernert. I've passed your speedtest results on to our engineers.

As @Gemma mentioned, we're unable to provide a timescale.

Our Network engineers are investigating the site and working hard to resolve this - once we've got any updates, we'll add this to the thread.

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3: Seeker

@Gemma @ Natasha

 

Thanks for the update I guess.

I understand that no one wants to commit to a resolution date, but some time scale would be nice.

 

2 further tests ran today:

26th Oct @ 07.01 - 16.12Mbps (14.42Mbps Upload / 45ms Ping)

26th Oct @ 11.01 - 0.71Mbps (2.64Mbps Upload / 44ms Ping)

 

Both tests done at the exact same location under the same conditions.

There has been no noticable effect since I initially reported the issue on the 19th Sept. That means in 28 working days, no resolution has been found.

 

As mentioned before, it also seems clear that the issue is bandwidth management. Case and point from this morning at 07.01 achieving 16.12Mbps (Already reducing from what is capable, as I avhieved 35.29Mbps at 06.27 on the 29th Sept).

 

Without giving an exact date, are you able to say if this issue will be resolved within the next month, year, century?

Are there plans to either install a second mast to help manage traffic or upgrade the existing mast to better deal with the large volume of traffic.

 

Its shocking to see how the speed reduces from 35.29Mbps  to 0.32Mbps (Using highest and lowest values recorded)

 

That is a shocking 110x reduction in performance. Your "Technicians" are not going to be able to make that up with minor system optimisations and network tweaking.  (Or a 22x reduction in speed today between 7am and 11am).

 

Alternatively, if Vodafone will not consider major improvement in the area (New mast / extra antenna) please let me know, then I can save everyone the hassle and cancel my contract to move over to EE.

 

 

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Administrator

@wernert I've had an update from our Network engineer today advising me that your mast has been visited recently and cleared of a fault. 

They've asked if you could let us know if you've seen any improvement since Friday 27 October. Please let us know either way, as we can then pass this back on to assist in their further investigation. 

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