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Network queries

Network Issue - No 4G locally only 3G - LD1

Ihavenoname
4: Newbie

Still poor  speeds today. 

 

Excellent response time for fixing this issue.

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Ihavenoname
4: Newbie

Please 

 

Can  

 

I

 

Have

 

 

Some

 

Help

 

Vodafone?

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Ihavenoname
4: Newbie

Problem still exists. Very low signal strength in a previously well covered area. Can barely make calls or receive messages now.

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Ihavenoname
4: Newbie

Here's how the speed used to be:

Screenshot_20211219-130443_Speedtest.jpg

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Ihavenoname
4: Newbie

Here's today's speed tests. Same phone, same location as previous reading.

 

Screenshot_20211219-084509_Speedtest.jpg

Screenshot_20211219-160924_Speedtest.jpg

Screenshot_20211219-185501_Speedtest.jpg

Screenshot_20211219-213948_Speedtest.jpg

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wharfedale66
6: Helper

@Ihavenoname wrote:

Please 

 

Can  

 

I

 

Have

 

 

Some

 

Help

 

Vodafone?


I dont work for Vodafone, so straight up I am unable to help you directly I'm afraid. 

However from what I have read you are obviously getting nowhere resolving this network issue. Perhaps you should escalate this via an official complaint using Resolver or direct with Vodafone's dedicated complaints team on 0333 3040 441. You can also complain using the online complaints form here or by writing to Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN

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BandOfBrothers
17: Community Champion

Hello @Ihavenoname 

 

I've just been reading through your thread and looking at your Speed Tests and I can say I would be unimpressed at those stats too and more importantly the user experience I would typically be experiencing when using mobile data to use the Internet.

What makes the situation a more bitter pill to swallow is that from what you write speeds were fine previously. 

I've known people to be forced to use Home Wi-Fi when at Hone and in range or use the Vodafone Calling Over Wi-Fi if on an eligible contract and phone model but those can help so far. 

We can put people in space and communicate with them so it's mind boggling that we can't provide a stable mobile data / signal  connection to people on earth! 

The Team's here and via the Customer Services Channels are most probably restricted to what they can do apart from passing the information to their Networking Teams for assessment. This all takes time all the while the account holder sits and waits getting frustrated,  and rightly so !

May I ask do neighbours and visitors to you also on Vodafone suffer the same user experience  ? If so ask them to report this too as it lends weight to your own raised concerns.

I know you've tried other phone's and sim cards so this must be a mast issue especially as signal improves when you commute.

Have you tried other Network Sim Cards i.e Payg one's to experiment what signal is like with them.

I get that your at the end of your tether with this and are contemplating a move of networks.

On that I'd suggest to check the Terms and Conditions found here  to check where you stand contractually under the Clause of Leaving Vodafone due to the " Quality of Our Services " section. You would need to contact Vodafone Customer Services to discuss those options.

You could leave Vodafone using a Pac so you can take your number with you but this may incur an Early Termination Fee for leaving before the contractual term is completed.

You can check what the fee would be via " Text INFO to 85075 and we'll text you back with the amount you need to pay, as well as what to do if you have other services with us " from Cancel-your-account. 

By raising a complaint  this starts a chain reaction within Vodafone that gives them 8 weeks to provide a resolution or provide a Deadlock Letter. Then with this a person can ask the Communications Ombudsman to arbitrate on their behalf. 

Hopefully it won't cone to that and instead your services resume.

Please be assured I'm not suggesting you go down these routes I'm just bringing to the conversation what is available if you find it necessary at some latter stage.

On a personal note I use a Dual Sim phone so I'm always connected ( hopefully ) if one network suffers a glitch or downturn in service.

I truly wish you all the best with this. 

Current Phone >

Samsung Galaxy s²² Ultra 256gb.

 

Secondary Phone >

Samsung Z Fold³ 256gb.

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Ihavenoname
4: Newbie

Thanks for helpful comments all. I'm going to continue to complain on several fronts until this is resolved. No broadband to fall back on as its a rural area and there is only a poor adsl service available. 

Here is a speed test made today on the same phone in a location some miles away from home.

 

Screenshot_20211220-084148_Speedtest.jpg

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Ihavenoname
4: Newbie

Back home.

Screenshot_20211220-171855_Speedtest.jpg

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TJ
Administrator
Administrator

I can see that a network case has been raised for you @Ihavenoname and you've been provided with a reference number yesterday. Our Network engineers will now look into this for you - I can also see that your chat has been added to a list for active monitoring, so we'll be sure to update you as soon as we here anything.

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Ihavenoname
4: Newbie

Thanks, to be fair to vodafone if the signal hadn't been consistently good so such a long time before I wouldn't have noticed the sudden drop. Hopefully this can be resolved now.

 

Todays speedtest

 

Screenshot_20211221-120006_Speedtest.jpg

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Ihavenoname
4: Newbie

Screenshot_20211226-110003_Speedtest.jpg

Thought things were picking up, but it's been fluctuating more than ever. Sometimes 4g comes back for a little bit but then seems to get worse after that.

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Ihavenoname
4: Newbie

As bad as usual today. 

Screenshot_20211227-084820_Speedtest.jpg

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Ihavenoname
4: Newbie

Still no improvements

Screenshot_20211229-203242_Speedtest.jpg

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Ihavenoname
4: Newbie

Still waiting for any response from Vodafone on why speeds dropped from 30+ down to around 7 and remain low.

Speed this morning.

Screenshot_20220102-061139_Speedtest.jpg

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Ihavenoname
4: Newbie

Still poor.

Screenshot_20220103-082103_Speedtest.jpg

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Ihavenoname
4: Newbie

No better and still no response from Vodafone regarding the issue.

 

Screenshot_20220104-102029_Speedtest.jpg

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Evie
Moderator

Thank you for getting back in touch @Ihavenoname - I've checked on the status of your network case and our dedicated team are still investigating this for you. I appreciate the time you've been waiting isn't ideal but rest assured this is being worked on. Thanks for your ongoing patience with us.

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Ihavenoname
4: Newbie

You need patience when data speed are like this. 

Screenshot_20220105-161436_Speedtest.jpg

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Ihavenoname
4: Newbie

Still waiting for improvements

 

Screenshot_20220111-111610_Speedtest.jpg

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