Network Issues TW12 - Hampton Hill

[Derek_H]

1) Does the issue happen in just one location? Mostly
If so, how far do you have to travel to regain service? 10 minutes from my house

2) What is the full postcode - added to profile already

3) Does the issue occur if you try your SIM card in a different phone? Yes, Have tried 4 different handsets with the same outcome.

4) What errors are seen or heard when the issue occurs? Slow or no data, single or no bars on reception, poor SMS connectivity - SMS OTP's or 2FA messages don't come through

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

6) When did you first notice this issue? When I switched to Vodafone 15th October

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

[Gemma]

@Derek_H - thanks for the information you’ve provided. I understand how important it is to have the best possible connection.

I’ve looked at your local serving site (number 77140) and it’s performing as expected. There aren’t any faults showing. After taking a closer look at the expected signal for your area, it’s a little patchy. This will be why you’ve been facing some of the issues.

If you’ve noticed things have been a little worse over the last few weeks, I can see there’s been several surrounding sites in your area, that have had some maintenance work completed.

If you enter your postcode onto our Network Status Checker and then zoom out on the coverage map by selecting the '-' symbol in the top right, you'll see a few '!' symbols. Please select these. They’ll show that some work was completed last night and some this morning.

This may have impacted your coverage slightly. I hope you’re seeing an improvement today.

[Derek_H]

No improvement whatsoever

[Andy]

@Derek_H  I am sorry to hear that,. Can I ask if you know anyone else on Vodafone in the same area, who was with us before you joined on the October 15th, this is just so we can ascertain if the service has deteriorated or whether this is the overall level of signal expected in your area, as after Gemma checked your expected signal previously, it was showing as relatively patchy area in terms of coverage.

[Derek_H]

We've just moved to the area, but I guess I can ask around. We both have relatively new Samsung phones and both have the same issues.

[Kam-PKS]

Hi 

I am in TW13 6JE we too have been having problems on the Vodafone Network only in this area. This started roughly the beginning of December 2022. Poor phone service. The other person can hear you but you cannot hear them and then the call disconnects. There are 3 phone on the same network in the building and all do the same even when customers visit and on the Vodafone network they get the same thing. the first few times when contacting vodafone we were told there is a problem in TW14 9BN this should be fixed by late December. Still no change the calls keep dropping the 5g is very slow too on the network checker it is showing DL 2mbs UL 1.7mbs Ping 456ms. There is a problem but every time you call vodafone you get told to reset the phone reinstall the sim clear the network settings and it still the same. Keep explaining only seems to happen at this loction fine at Home and other areas.

[Andy]

Hi @Kam-PKS Sorry to hear of the issue you're having with your signal, I can see you have started another thread and I have replied to you there. 

[a_ukboy]

I can also vouch for the poor network issues in the Hampton Hill area, it quite a large area that has poor coverage there, I stream radio while driving and it constantly stops and buffers from Hampton court palace to Hampton Hill and along to Hanworth (Apex Corner). it’s been going on for about 2 months, the network status checker shows no issues, it also stops playing when connected to 5G in that area 

[Derek_H]

Andy,

I've spoken to two other people on the network and they experience the same lack of service in the area, based upon the other messages below, it would appear it's not an isolated issue. We were issued new SIM's and there's no improvement after installing them either.

[Mark]

Thanks for reaching out to us again @Derek_H, so we can take a closer look into this for you, please pop us a screenshot of a speed test taken at Speedtest.net. Please ensure the test's completed before taking the shot and that the time the test was taken is visible. 

So we can start to look into this for you @a_ukboy, please see if any of the steps in our Network Checks help. If not, post the information requested in the template here.