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

[AndyMorph]

Hi.

Unfortunately not. The signal strength has always has been very low. Phone calls consistently break up and cut out. This is a bad signal area and unless this is addressed, nothing will change. 

Regards,

Andy.

[jadesharp1992]

so i've just seen there are issues in tw121as. I hope these will get fixed for you all soon especially as 3g is being switched off in London from this month onwards!

[AndyMorph]

Hi.

Still the same bad signal strength. Come on Vodaphone, can you help Hampton Hill out please.

Regards,

Andy.

[Effie]

Hey @AndyMorph I hope you're doing well. In order for me to look into this for you I will need you to do one of the following please:
- Post the full postcode of the impacted area on this thread or confirm which of the postcodes that are already on the thread is the one in question 
- Add the postcode to your profile and let me know here when it's done
- Pop a message to the Social Media team here with the postcode so they can run checks on the network and masts in the area 

[AndyMorph]

Hi Steph. I have added my postcode to my profile.

Many thanks,

Andy.

[Effie]

Thanks @AndyMorph I've taken a look at the postcode and I can see that there are 2 main network issues in your area at the moment. We currently have an engineer onsite working to resolve one of them but the second requires more extensive repairs on the mast so it will unfortunately take a bit of time to fix. I don't have an estimated time for you at the moment for the repairs. 

The site that the engineer is currently visiting (Site 77140) is having some broken antennas replaced so once this work is completed, there should be an immediate improvement. 

In terms of the network quality in your immediate area, your postcode falls into a small area of patchy coverage so we would expect some disruption to your service even without the work and issues on local masts. 

The mast you are connected to (Site 77195) is scheduled for an upgrade but we are awaiting approval on this. The upgrade details aren't currently available but it will likely be to improve the coverage in your area in order to reduce that patchiness I mentioned. 

I am genuinely sorry for the disruption and frustration caused by these outages and upgrade works but I do hope that this gives you a bit more clarity on the situation and I am hopeful that once everything is resolved and complete, you will have a much better network experience in your area. 

[AndyMorph]

Hi Steph.

This is the first time that it has been officially acknowledged that the coverage is not so good here and that an upgrade is required to fix it.

Fingers crossed, the upgrade will be sooner rather than later, it will make a lot of people happy including a lot of the businesses in the Hampton area.

Thanks for taking the time to look into this properly and to reply so promptly.

Best wishes,

Andy.

[jadesharp1992]

That's good that they are finally acknowledging that there is a problem in the area now. Today when you put in tw121as it says they're undergoing maintenance. I wish we could just get the tw13 postcode sorted out now, 6 months of dropped calls and appalling signal, apparently a field engineer has been out and it has had to be referred to ofcom, they think there is external interference in the area that's causing the problem, so hopefully we'll get an update from ofcom soon?

[jadesharp1992]

I really hope the lack of coverage will be fixed soon? was in and around tw12 and tw11 on Wednesday and I was either seeing no service all the time, or 3g and that in itself is worrying considering 3g will be switched off at the end of the year, not good!

[jadesharp1992]

has there been any improvement for you guys yet? there's been loads of maintenance going on for the last 9 days or so but it looks like it's all been completed now, so wonder if the coverage is any better for you all?