Only 3G after work done on mast 3 weeks ago

[cruachan2020]

Work was done to the mast that we get our signal from and since that day we have to go outside to use our phones, we no longer receive 4G and only have a shaky 3G. Data speeds are less than 2mbps on avarge (not even enough to run a speedtest) and still after 3 weeks Vodafone have not resolved this issue. We are on a contract that we have used for over 5 years with no problems but after work was done its a total waste of £34 a month !!

We checked with a friends phone that is on EE and they get 4G with data speeds of 28 -35 mbps ??

[Mark]

I can understand how frustrating not having a reliable service would be @cruachan2020 and having to repeat yourself when ever you start a fresh conversation with our Customer Service team won't make the process any easier. As have many of my colleagues, I've taken a closer look at the service being offered in your area and can see that both our 3G and for 4G services are functioning as they should and haven't experienced any interference or downtime recently. At this point we'd need to investigate this further and the easiest way for us to do this would be via our Social Channels. This would allow us to collect the information needed and let you get on with your day to day life while we look into it and let you know our findings. As you've advised you're not on Social Media, you can also raise this with our Customer Relations team via completing our online complaints form and one of the team will get back to you regarding your issues.

[cruachan2020]

Hi Mark....  AGAIN...... So what I would like to know is:

Why tou cant do anything other than tell me there is NO ISSUES when I am telling you and proving to you that there is???

Why cant you pass all the templates photos etc that you have all asked me to supply that I have to whoever is in a position to fix this ????

Why does one person tell me one thing then another tells me someting completely different ??????

Why have I never had any updates as promised sent to my e mail address ????????????

Now you want me to send a complaint and tell someone else in the "TEAM" exactly the sme things again ???????????????????????????

Why do I have a live chat conversation that was done months ago quoting that yes there is a fault with the mast to be totally disregarded ??????????????????????????????????????????????????????????????????????????

What exactly is this platform designed to do ??
What exactly are all the people that have responded with various excuses for if all you can do is check the network checker ????

I have done live chat... called (from outside) .... Filled in the templates..... Spent hours on this ..... and still you want me to do it all again on another Vodafone platform that will do exactly the same and will have the same outcome....

[Beth]

@cruachan2020 The forum is designed as a public platform for Vodafone customers to help each other. We don't have account access over the forum as it's a public platform and we'd need to investigate your account in full to ensure that we've covered all basis with regards to your network issue. 

We also require further personal information that we'd be unable to take from you here as we take security very seriously. We wouldn't want to ask you to post this publicly as it can put your account with us at risk. I have rechecked the mast you connect to (No. 10854) and CRQ000000888265 is not a change in place due to any faulty equipment, this is a standard upgrade of the services on the mast that has a current status of Planning In Progress. I'm sorry if you've been misadvised previously regarding this change.

To set your expectations, there isn't a way for us to inform you of any changes with regards to the mast that begin with a reference of CRQ as this is an internal process and usually only contain standard updates to the mast. If there were an incident at the site, this would reflect on our Network Status Checker here, and have a reference that begin INC which we'd be able to keep you up with date with were you to sign up for the alerts through the Network Status Checker.

So we're able to move forward, please reach out to our Customer Services team on 191 from a Vodafone phone, 03333 040191 from any other UK phone, through our live chat team here, or your MyVodafone app; we'll then be able to review your account in full, take the sensitive information required and get a case raised to our Network team to review the site again

[cruachan2020]

Well I called customer complaints and spoke to a person that told me that there was work done to the mast on 28/10/22 because of a fault with the equipment !!!!!

I restarted the network and lo and behold 4G !!!! So after nearly 7 weeks of being told by "livechat" and calling customer support and using "my vodafone app" and even to be told here day after day that there was "no fault" !!! There was in fact a fault that took 7 weeks to resolve ... I think Vodafone need to look closely at how these issues are dealt with instead of passing the buck and fobbing there customers off with utter nonsence .. Seems that there is a masive lack of communication which is very ironic for a company that is a business that specialises in communication !!!!!!    Jeez O

[slowspeedjohn]

Thank you for taking your time to go all the way with this. Pretty much the same is happening to me, but with data only. I have 4G, but it's usually at less than 1Mbps. Might install Windows98 for the authentic 90s experience.

I've contacted Voxi and Vodafone on live chat and they keep telling me everything is fine. When all options have been exausted they should have an employee go to the location of the mast in question and test the signal and speeds with their phones.

It's been 16 days for me, so I guess I have a few more weeks to go until they fix what they broke.

[Gemma]

@slowspeedjohn - I've replied to your other post. 

[cruachan2020]

Hi Slowspeed.. We still have a rubbish signal since they "fixed" the mast but after nearly 2 months of having an unusable service we have had nothing from Slowdafone regarding refunds etc.. Not really surprised but the only advise I can give you is to call them ..incessantly untill they admit there is a fault and then it will take them several months to repair or do what we will be doing soon and find a better provider.. the irony is that the mast is shared with a few providers including EE that can manage to supply 3 times the speed of Slowdafone..

[slowspeedjohn]

As expected then... I might go with EE too. Got a coworker that has 160Mbps at all times wherever he goes, and when Vodafone had a massive outage and somehow took out O2 in my area too, EE was slower, but still fine, with about 20Mbps on 4G, with Three being a close second.

I'm not even on contract. Voxi does a 30 day thing. This is why I don't like contracts that are more than 1 month. There's less than 10 days left for it to finish, saturday in 2 days, so I'll pop to EE store if it's not fixed by then.

[cruachan2020]

1MBPS !!!! Wow you are doing well.. For £34 a month contract we get 60 K at best !!!!! Cant open e mail and even to do this has taken an hour ... Slowdafone still manages to send me letters texts and e mails telling me how marvelous they are and how everyone thinks they are simply the best .....

[cruachan2020]

So back outside in the rain to make or receive calls... Back to 3 G !!!!!!!!

Been on Customer Complaints dept now for 48min !!!! To tell me "they have checked the network checker and its all okay doky" !!!

Never have I dealt with incompetence of such a high level !!!

Still on hold !!!

Still on hold !!!!

Still on hold !!!!!!

Still on hold !!!!!!!!!!!!!!!