Mast fault

[AndyMH]

We live rural and are served by a low power "community" mast. It has failed, no signal (I should receive 4 bars signal strength in the back garden). Might be co-incidence, we had a power cut yesterday when I noticed it, does the mast have battery backup?

Mast is located at BA12 7EZ on the Hindon Road.

There seems to be no way for us mortals to contact the network team directly.

[Remi]

Hey @AndyMH, Thanks for getting in touch. We can't directly access any account information via this forum, so please make contact with my team here and we can look to investigate your issue in more detail. We can run some internal checks on your local area to see if there's any known issues that are being reported. 

[AndyMH]

Thanks for the rapid response, I also had a PM from one of the vodafone team which I have responded to (if it went, html issues?). The mast is now back at 4 bars signal strength

[Remi]

Great to hear @AndyMH. If you need anything further then you know where we are, have a nice evening. 

[Nabs]

@AndyMH be wary about responding to PMs, fraudsters are using them to trick customers into handing over personal details
EDIT Removed incorrect link

[Cynric]

@Nabs When I clicked on the link I ended up at "access denied". Is this URL still good?

[Nabs]

Sorry, pasted the wrong link @Cynric 

Here's the correct one
https://forum.vodafone.co.uk/t5/Other-broadband-queries/SCAM-USING-THIS-SITE-AND-quot-PRIVATE-MESSAG...

[Gemma]

Hi @AndyMH - as a few of our Community members have mentioned on here, please don't provide any personal details to anyone over on PM, here on the Community. We'd never ask for your details on here, which is why we link to Social Media. It sounds like this is a fraudster who has messaged you. 

[Mikpowl]

We had a similar problem a few months back - very rural area, the signal dropped from a useable 2bars to 'connect only', no use at all.  Contacted Vodafone - India, of course!  Very helpul but their telemetry showed no problem so would I like them to help me reset my Phone?  No thanks.  Eventually I found an address for a senior vodafone guy,  [Removed]  Immediete response from a very polite and helpful assistant, but still no appreciaition that there could be a problem when their 'computer said no'. Couldn't speak to tech - 'They are not customer-facing'.  Eventually they put me in touch with a tech team but they had a  totally impassable 'gate guardian'  - again very helpful but demanded 'screenshots' of speedtests to demo the problem.  Well, of courese not realistic - the connection seemed to be affected by the weather.  After 2 months of getting nowhere with the 'passionate'  help team I drove around to the hill in Sutherland on which the mast was sitting and walked up to the mast. Land around the mast was littered with debris from broken strappings and one transponder unit was waving about in the breeze at al alarming angle. It turns out that this particular mast is owned by Virgin-O2 and shared with Vodafone or others. Passed the info & pics to Vodafone who spoke to virgin-o2 and it got fixed straight away!   So, the takeaway is - Vodafone are extremely friendly and helpful but most reluctant to actually believe that there's a problem and get off their backsides to fix it!   Was considering sending them an invoice for my time and effort!  When you think about it, it's pretty p***-poor for a vast comms company to rely on a 75yr old oap to climb up to their mast equipment before they even agree that there's a fault.

[MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

[japitts]

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@Mikpowl wrote:

It turns out that this particular mast is owned by Virgin-O2 and shared with Vodafone or others.

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Many sites are shared between multiple operators, but they will have separate active equipment at each. So the structure is shared between each MNO, but O2, VF, EE or 3UK (depending on site) will have their own radio equipment & antennas.

Also to add, posting the contact details of individual staff members who may have assisted you - although potentially well intentioned - is not great etiquette. That tends to lead to those staffers getting contact from others and not giving their contacts out in future, but towing the "contact CS" line rather strictly.