IG3 - Terrible Reception - Last 8 weeks

[snaeem155]

1) The issue goes soon as I leave my area, but given I am working from home it's happening pretty much all the time.

2) IG3 8DN

3) Issue happens on 2 other phones, dad is having the same issue also on Voda.

4) Inbound calls straight to voicemail, can't dial out all the time, when I do connect person on the other end can't hear me properly, I can't hear the other person properly, data speed is around 300-500kb a second, max 2 bars of reception out of 4 - usually 1, phone loses network completely then regains it. Happens in all handsets tried.

5) Happens on all data connection types

6) 8 weeks ago, I put it down to having scaffolding up on my house which once removed didn't make a difference.

7) Issue is permanent.

I have spoken to multiple agents who made me troubleshoot 20 different things with no success. I was informed there was network maintenance going on in my area (there wasn't) and it will be rectified by the 11th of Dec (it wasn't).

I need my phone for work so I said I need to terminate my contract and move elsewhere as I cannot function without a working phone. Was told I have to pay an early cancellation charge which is ridiculous.

Contacted support via Twitter, no response but they're responding to others.

[Evie]

Thank you for trying that @snaeem155 - For us to get this raised to our network team, we'll need to some screenshots from different times in which you have experienced these drops. So over the next 24 hours, could you run some speed tests every few hours and send over the screenshots of these please? 📸

[snaeem155]

Hi Evie,

9/10 times I can't even run a speedtest as it fails to connect, I have just tried 10  times, 10 times it failed to run on various speed tests.

I'll try but failing that is there any other option as clearly there's an issue?

More than the data its the voice calling thats a major issue for me with wfh.

As I mentioned previously down the road (circa 1.5 miles) I have full reception and was getting 420mbps on a 5G connection.

[snaeem155]

And on the 11th try it worked!

[snaeem155]

Hi .@Evie 

Please see attached for some further tests.

[snaeem155]

Hi .@Evie

One more from last night.

I think its fairly conclusive that there is an issue!

[GemmaP]

Hey @snaeem155 

We're unable to see those screenshots you've attached.

If you drop us a DM over on Social with a link to this thread and the screenshots, we'll be able to get the network case raised directly from there 🙂

[snaeem155]

Hi .@GemmaP

I've done that, also here is an alternative link to the images:

https://ibb.co/4RCCWhd

https://ibb.co/qyv9kfN

https://ibb.co/ZWPS7zD

https://ibb.co/7zFSwmF

https://ibb.co/qNp2fFX

Thanks

[snaeem155]

I just spoke to someone over FB who said there's network maintenance going on in my area which is the cause.

I've gone from:

There's network maintenance

There's no network maintenance

There's network maintenance 3 miles away

There's no network maintenance

To now being told there's network maintenance

This is an impossible position for me and I'm genuinely stumped at the hoops I'm having to jump through with no resolution.

I can't even cancel my contract without incurring a charge whilst I'm paying for a service I'm not getting.

I thank all that have tried to help, but I cannot wait to terminate my contract, I'll just stump up for it. It's honestly the worst customer service I have had to deal with.

[Tash]

Hi @snaeem155 - I'm sorry to see you feel this way, we really would like to turn things around for you. I can see from our Facebook conversation that we requested for recent examples to send to our Engineers. We'll respond back to your latest Facebook message ASAP with a further update for you.

[snaeem155]

After much going back and forth, and eventually being told there is no issue have had to change over to o2.

Such a shame as I've been with Voda for years and years and its been soured like this at the end.