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 ??

[cruachan2020]

Still on hold !!!

Still on hold !!!!

Still on hold !!!!!!

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

[cruachan2020]

Checked using opensignal.. 3G !!!!

Very weak signal outdoors and 3G !!!!

No idea how much more I can do or say to prove that we only get 3G since the mast was worked on !!!

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."

[cruachan2020]

Surprised no one from Vodafone has responded today to tell me its my phone or the network checker says we get 4G or its my sim card or its leaves on the track or its global warming or any other excuse... Is this maybe because they cant think up any more excuses for failing to maintain there equipment ??

The several people that i presume are getting paid to fob me off with all these excuses have run out of excuses or maybe they are trying to think up other ways for me to do THERE JOB !!

I find it hard to believe that all these people have done everything in there power to say its all fine and think that I have nothing better to do than sit here every day trying to report a basic fault to be told to go onto social media to start all over again... Instead of paying all these people to say the same thing why dont they pay for an engineer to climb up the mast and fix the fault that they have already admitted to !!!!!!

[cruachan2020]

This has now been on going for 6 WEEKS !!!!!!

[indieben]

Reading this thread, bless you, I can feel your frustration. 

Something is badly wrong at Vodafone. If you take a look at how many other people are complaining, you'll see that poor quality is affecting a lot of us. 

Having a new SIM posted out is worth a try but beyond that, I'd recommend getting pay as you go sim cards from EE and O2 and Three and seeing what network offers you the best. 

If you are in contract, I'd say that Vodafone are in breach after replacing the SIM card if it doesn't improve anything, based on the checks that you have already done. In these circumstances you are entitled to leave without paying off any minimum term left but you do need to ask Vodafone to do this. If they won't play ball, definitely call CAB Consumer Advice (I appreciate probably from a friends house!) They are freephone and give advice for free. 

Kind Regards, 

Beanie. 

[Gemma]

@cruachan2020 - I'm sorry to hear you're feeling disappointed with us. I do understand how important it is to have the best possible connection on your phone and I can see why you're concerned with you mentioning you had 4G before. 

As well as looking on our Network Status Checker, I've checked your postcode on our internal systems. I can see your local serving site 10854. It isn't showing any down time on our live feed. 

With you noticing a change, I'd like us to take some further details from you and some speed test examples from within a 24 hour period. 

Please come and talk to us on Social Media. If you include a link to this thread, my team can then see what I've advised. 

[PayMCD]

If there is a problem with the mast and it requires further work involving switching it off, your phone will connect to the nearest available relay. In some cases, this will result in an inferior performance and no/reduced 4G & 5G service.

Masts are designed to overlap eachother for continuity and in cases like this, are able to provide a continued service when part of the chain is disrupted without a full outage.

[cruachan2020]

I believe you are correct in that they have switched the mast that is 1.3km from our house and we are now recieving a signal from a mast that is 6.8km away and this is why the signal is so poor. The question is when will VODAFONE repair this. as we have now cancelled our BT landline and rely soley on Vodafone we are struggling. We live 12 miles from the nearest town and depend on our phone for emergency's and feel very vulnarable with such a poor service from VODAFONE . it would have been nice to be kept up to date with what they are doing but yet again VODAFONE seem to be unable to keep there customers informed