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

[Derek_H]

Mark, here's a few for you.

FYI, I was told by one of the Vodafone support team today that there's been an issue with our local mast logged since 13th December that isn't going to be resolved until 3rd February, and that there's also some maintenance planned 13th to 19th of this month that means what little service we get might also be affected. On the assumption that he wasn't making it up to make me feel better, how come this information isn't available on the network status pages, or immediately accessible to you?

Obviously with speeds like those I'm not able to use the full functionality of the UnlimitedMax data package that I subscribe to.

[Effie]

Thanks for popping over those screenshots @Derek_H I've taken a look at your postcode and the surrounding masts in more detail and this is what I have found:

Your postcode sits in the centre of an area of patchy 2G coverage which is then surrounded by a large area of very good coverage. There are currently 3 masts in or around the area that are impacted by essential maintenance or network issues. 

Mast 3121 which is south of you, and sits in the KT8 area, has a network issue alert. We are trying to repair this but there have been some access issues so it is taking longer than expected to resolve it and restore service. This is the network issue that we currently expect to be resolved by February but this is an estimate and it may be resolved sooner. 

Mast 77165 sits North of you and the site is undergoing essential maintenance which we are expecting to be completed by this evening, all being well. 

Mast 78618 which is to the West of your postcode is also under maintenance but again, we expect this to be resolved this evening. 

Once the essential maintenance is complete, you will notice an improvement in your connection and speeds as we will have two masts in your immediate area back up and running and managing their normal traffic. At the moment with 3 masts in the surrounding area having work done on them, there is more traffic diverted to masts further afield which will be causing slower speeds and a poorer connection. 

If after all the work on all of the masts is fully complete and there are no further maintenance or known issues in the area, we can look into raising a network case if your speeds do not improve. 

[Derek_H]

Thanks for your response Steph,
Makes sense given the service we receive. What you answer doesn't cover is 3G & 4 G coverage? In order to benefit from the UnlimitedMax packages that we've subscribed to, we'd really need 4G
And this is what I'm paying for.

[Jason]

We completely understand and fully take on board your concerns. It's important to note @Derek_H that the screenshot provided of the 'About Speed' tab on our Unlimited Max plan is generally speaking for users across the UK, it's not specific to you and your postcode area. 

As we've touched on previously in this thread, we do have a Network Status Checker tool online which will advise you on how our network’s performing where you are – including coverage, speed expectations and up-to-date information on anything going on that might be affecting your signal and services. 

As advised by Steph, if after all the mentioned work is complete and there are no further maintenance or known issues in the area, we can then look into raising a network case if your speeds do not improve, or consistently fall outside of the expected speeds for your postcode area. To find out your postcode area speeds, once you've entered your postcode of concern into our Network Status Checker, simply select 'Data speed info'. 

[Derek_H]

I haven't even been able to run a speed test today  - so yes, there's still an issue and I'm not able to use the services I've subscribed to,
Not sure how you arrive at the statement 'About Speed' tab on our Unlimited Max plan is generally speaking for users across the UK, it's not specific to you and your postcode area.'  I've specifically paid extra for that level of service, and I'm not receiving it.

[Beth]

@Derek_H If you haven't already, please reach out to our Social Media team here, who will be able to review your account in full and take the necessary information to get a network case raised to the team if we need to so we can get you up and running as soon as possible 🙂 

[jadesharp1992]

hi all, there is definitely an issue with Vodafone. I have a new iphone and a new sim, was visiting family yesterday in tw135lr and all 3 of us on vodafone were having calls dropping, poor speeds, and the network status checker shows no problems? we've all reset network settings, got replacement sims, and vodafone aren't acknowledging the issue. Someone did tell me that a mast has recently had a fault on Hanworth trading estate, but not sure if it has been fixed yet?

[Kam-PKS]

You will be pleased to know i have found a fix. Go to the cheapest service provider at  least you know what your getting as all Vodafone do is tell you that's there nothing wrong and it's your settings.

Jokers

[Derek_H]

I've reached out to the Twitter team who tell me that they can't  actually resolve problems, but can set up nice little elf hunts. They suggested I use the bot, which I also tried and the team there said they were unable to help and that I should call customer support which is what I'd done in the first case and was trying to find alternate solutions as they claimed that they couldn't help.
It's just a revolving door of excuses until I quit in frustration so that you can then charge me early termination fees. No actual effort to resolve the issues or improve the customer experience.

[Kam-PKS]

hi

i got in contact with them using the bot and requested they call me and they did a chap called Saurabh from the support team called me back took details of the issue and said that he will be chasing the fault and speaking to the Mast team he requested to give him 72hrs and he will call me back with an update. so far he's been the only one who said will get it checked and not the problem is with the phone.

will update once i get anything back.