HU15 - Brough and Elloughton

[berryflapjack]

We have an issue across the town with Vodafone 4G service provision.  This started in early December.  Although 4G signal is provided to the UE, there is no actual connectivity.  Only 2G connectivity works and even voice call connection can now take up to 20 seconds.

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

It is a problem across Brough and Elloughton.

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.

Will provide.

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

Yes, the issue is not limited to the phone or the SIM card.

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

No errors, except for when I try to run the Net Perform app to test connectivity in the area.  Whenever I run this in Brough and Elloughton I get the error:  "Could not connect to server.  Please try again later".  This test works fine outside of the Brough and Elloughton area.

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

4G.

6) When did you first notice this issue?

December 8th, following Storm Darragh.

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

It is permanent.

[japitts]

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@berryflapjack wrote:

Although 4G signal is provided to the UE, there is no actual connectivity.  Only 2G connectivity works and even voice call connection can now take up to 20 seconds.

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Do voice calls remain on 4G via VoLTE? Or are they falling back to 2G using CSFB?

[berryflapjack]

Voice calls fall back to 2G.  The 4G signal is picked up again as soon as the voice call ends.

[Gemma]

Hi @berryflapjack - thanks for completing the above template and adding your postcode to your profile. From my initial checks, we'll need to look into this in more detail. So that we can do this, please get in touch with us on Social Media. When you do this, please include the above completed template. 

[japitts]

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@Gemma wrote:

From my initial checks, we'll need to look into this in more detail. So that we can do this, please get in touch with us on Social Media. When you do this, please include the above completed template. 

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Out of passing interest, what stops you following an internal escalation procedure here?

On the basis of the desciption alone, the site appears to have a config issue with the 4G sectors here.

[Charlotte]

There are a couple of checks we need to complete on our side which require accessing the account, @japitts, so that's why we need them to reach out on social media. 

[japitts]

Putting aside the daft American way of saying "getting in touch", does VF not have an automated way of reporting suspected faults that doesn't involve social media?

[Charlotte]

Our customers do have option of reporting a fault here, @japitts. However, if they'd like us to escalate it as a priority on their behalf, we require specific examples and need to access their accounts to run a couple of checks, as it allows us to get a more detailed picture. This is why we ask them to get in touch over social media. 

[berryflapjack]

Hi there - thank you @japitts  and the Moderators for your help so far.  I have been in touch via LiveChat, gone through all the troubleshooting to confirm this is not an issue with my devices and account.  I have been informed a case has been raised with a dedicated CARE team.