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'm sorry to hear you're experiencing difficulty connecting to our network @cruachan2020, especially as you've had such good service previously. If you haven't already, please try the steps outlined in our initial checks. If these don't resolve your issue, please complete the template and we'll be more than happy to take a closer look into this for you 🔎

[cruachan2020]

Hi Mark.

We have done all the tests our end and have no problems at all, the issue is since your engineers worked on the mast 3 weeks ago and since then we get data speeds that are so poor we cant even run a speed test and now only get 3G.. We cant make phone calls indoors and only recieve texts when we drive several miles from home..... THIS IS A FAULT THAT WAS CAUSED BY YOUR ENGINEERS WORKING ON THE MAST !!!!!! CAN YOU RESOLVE THIS ASAP AS NO MATTER WHAT WE DO THE FAULT IS AT YOUR MAST !!!!!!

[cruachan2020]

After all the "chat" and hassle VODAFONE finally replies with this ......

Quote : "I have discussed the case with support team . we have investigated the general coverage showing good in your location , however there is a incident raised through mast operator with reference CRQ000000888265 which indicates there is a damage to mast equipment and our engineers are working to get it fixed or replace the faulty equipment as of now we do not have a time frame but we have listed your email to receive notification from our network team so they will keep you posted on it so please allow sometime and our network team will send progress notifications."

Pity the company is so poor that it takes dozens of chats, calls and e mails to finally be told this.. But still no time frame for the repair... VODAFONE YOU ARE A DISGRACE !!!! Maybe stop sponsoring racing cars etc and spend some of our cash on the service you boast about !

[Gemma]

@cruachan2020 - thanks for posting an update on what you've been advised. I'm sorry for any inconvenience this might be causing and I understand the way it's making you feel.

I'd like us to take a look from our side at what's happening in your area. So that we can do this, please complete the template shown in step 6 and post it back here. 

[cruachan2020]

TEMPLATE :

As advised even though I have already done this and been told that there is an issue with the mast but will do it again and again and again untill VODAFONE FIXES THE MAST !!!!!!!!!!!!!!!!!!!!!!!! We did get a text yesterday telling us that they are switching the 3G off soon so then we will have 2G at best !!!!!!!!!!!

1 Issue only happens when within the mast located at PA34 Distance till 4G is availlable is 2 miles

2 : Postcode PA34 Oban area Argyll & Bute

3 : Issue continues after trying sim card in several phones. All show no more than 3G

4 :Issues are extremely poor data speeds of less than 1mbps on avarage. Poor signal resulting in having to stand outside in the rain to make or receive all calls. Only receiving texts when 2 miles away from home.

5 : Issue is that we can only receive 3G at best and is 24 hours a day 7 days a week

6 : This is since the mast was worked on 12.10.22

7 : Issue (poor reception virtually no data and unusable service) is 24 hours a day 7 days a week. This is because Vodafone wont fix the mast !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[cruachan2020]

I find it difficult to understand why Vodafone continually bombards us with texts telling us what a great service they provide but fail to maintain there equipment leaving people with an unusable service for more than a month !

I have been told that they were working on "finding the replacement parts" I have been told that they will keep us updated by text and e mail.. Not one single e mail or text regarding this has been received !!

I have been told for the tenth time to check my equipment to then be told that "yes there is a fault with the mast"

We have done a check and have established ourselves that the mast closest to us is completely dead and we now get a weak signal from a mast 3 milea away so why cant a company that is worth $30.29 BILLION not have the abillity to fix a mast after 1 month ???

As  I have already said VODAFONE IS A DISGRACE !!

[Effie]

Thanks for completing that template for us @cruachan2020 I can absolutely appreciate your frustration with this and I will certainly look into the service in the area and the mast you are connected to. In order for me to do that though I will need your full postcode. You can either provide it here or in your profile. 

[cruachan2020]

The "template" specified the first part of my postcode but lets string this along for another few months instead of actually fixing the issue which in case anyone has forgot ! THE MAST WAS LOCATED AT PA34 4UX WAS WORKED ON THE 12th SEPTEMBER AND SINCE THEN WE NOW ONLY CONNECT TO A MAST 3 MILES AWAY WHICH RESULTS IN ONLY RECEIVING 3G... THE MAST AT PA34 4UX IS DEAD !!!! BUT VODAFONE WILL PROBABLY YET AGAIN BLAME THE CUSTOMERS EQUIPMENT !! OR ASK ME MORE DUMB QUESTIONS !! OR SAY THAT EVERYTHING IS OK !! OR BLAH BLAH BLAH !!

HOW ABOUT JUST FIXING THE MAST ???????

[cruachan2020]

This is what Vodafone tech support told me in live chat !!

Quote : "I have discussed the case with support team . we have investigated the general coverage showing good in your location , however there is a incident raised through mast operator with reference CRQ000000888265 which indicates there is a damage to mast equipment and our engineers are working to get it fixed or replace the faulty equipment as of now we do not have a time frame but we have listed your email to receive notification from our network team so they will keep you posted on it so please allow sometime and our network team will send progress notifications."

NO NOTIFICATIONS WHATSOEVER !! NO REPAIR SCHEDULE !! HOW MANY TIMES DOES SOMEONE HAVE TO BE TOLD BEFORE THIS GETS FIXED ?????????