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've taken a closer look into the reference number provided @cruachan2020 and it appears there may have been a little confusion. The work being undertaken on this reference wouldn't be causing the issue's you're experiencing. I've completed a check of the sites in your area and can they're up and running, performing as expected and have experienced no down time or interference recently. I can see from the information you provided in your template a few days ago, this issue happens regardless of the phone you place your SIM in. As this is the common factor in all your connections, we'll need to you replace this so we can also rule it out of our investigation. The quickest way to do this is via your local store, where the team will provide you with a new SIM and activate it against your number too. If it's not convenient to pop into a store, you could also reach out to us via our social channels and we'll be happy to post one out to you  Once the new SIM's up and running, I'm sure your service will be back to normal. 

[cruachan2020]

Ok so let me get this right... You are saying that its the "SIM" in our phone ???? So why are we not receiving a signal from the mast any more??? There is nothing wrong with the sim in the phone or anything else .. ITS THE MAST THAT IS NOT WORKING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

What possible differance will a cloned sim do to recieve a signal from a mast that is not working ????

FOR THE LAST TIME>> We had 4G untill 3 vans turned up spent all day running up and down to the mast and from that day till now and now we recieve a sgnal from another mast miles away that only gives us 3G !!!

Oh and just so you are aware .. My "LOCAL" store is 95 miles away

So paying £34 a month for 3G is what you think is a "GOOD" service ??

[Jason]

It's disappointing to see your reply @cruachan2020. Rest assured that we fully take on board the information that you've provided throughout this discussion thread. Mark hasn't stated that the issue is your SIM, we've simply advised a replacement to eliminate the possibility. The reason being is because we've checked your postcode of concern using our Network Status Checker tool online and as you'll be able to see, there are currently no reported issues and/or maintenance spots within the vicinity. 

We've also checked both the mast site your postcode area connects to and the surrounding ones. As confirmed by Mark, all mast sites are operational showing greens across the board for 2G, 3G and 4G. As you've expressed hesitation towards moving forward with a replacement SIM, our Social Media team will be more than happy to offer further suggestions and troubleshooting steps. We completely understand that this has been ongoing for quite some time, so to prevent you from having to repeat yourself, you can pop a link to this discussion over to our Social Media team. 

[cruachan2020]

I am extremely dissapointed in your input and the fact that you believe simply looking at your own network checker website tells you that there are no isues when I am sitting here with no more than 3G and you are telling me that everything is hunky dory !!!

If you can tell me what possible failure there could be with my sim card then i will order one.. I know and you know this is a delay tactic and the real issue is with the mast that we have recieved a signal from for over 10 years and no dont !!

I am now feeling that Vodafone have started to turn masts off to save money or whatever the reason is the fact remains that we no longer recieve any signal from the mast as stated many many times...

Why dont you send someone to the aarea and do a signal test then you can uprdade the info on your network checker website a site is clearly wrong.

[cruachan2020]

Can you show me exactly what you have done to "check" that the mast quoted is operational ??

Everything we have done tells us that this is not the case so are you simply checking a website that is not live data...

[cruachan2020]

Well the fact that since the mast was "worked" on we now only get 3G is proof enough but we checked on mastdata and a few other apps and when we drive 3 miles w get 4G again so at some point something has changed with the mast that is half a mile from our house. What is your expalnay=tion as to why after 6 years with 4G and  a good strong signal we are now left with a very very weak signal that we have to stand outside to use a phone and we now only get 3G ?????

Secondly why did tech support give us a report that the mast was in fact no longer working and engineers ( I use the word loosely)  were "trying to find parts to repair"

It seems that something has been done and no one at Vodafone is going to fix it. !! How many people here have responded with the same answers... Its our phone.. Its our Sim... Its not our equipment it must be yours type answers.. You seem to be under the immpression that I am spending hours trying to sort this out to be told by someone that has a look on the "https://www.vodafone.co.uk/network/status-checker" website and tells us that its all great.... I AM TELLING YOU THAT WE ONLY GET 3G !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! WHAT PART OF THIS IS UN-CLEAR!!!!!!!!!!!!!!!!!!!

DO YOU THINK PAYING £34 a month for a 3G service is acceptable because we dont........

[Beth]

@cruachan2020 I'm sorry you feel this way. We're more than happy to get a network case raised on your behalf if we need to. As my colleagues have advised, please contact our Social Media team and they'll be able to take the necessary information to get this raised for you.

To clarify, your mast has been checked through various back office systems we have access to, not just the Network Status Checker, and this is showing as having no direct fault in our live feed and therefore will need to be investigated in more detail by our technical team to get to the bottom of the issue for you. To avoid having to repeat yourself, please add a link to this thread to your message and include your username 

[cruachan2020]

I do not use any social media platforms and never will. I have allready spoke to several "advisors" on live chat where I have to start from the beginning to be told all the same rubbish as I have been told here.. Passed from pillar to post then finally after many many hours someone will tell me that there is a fault with the mast !!!!!

TO REPEAT MYSELF YET AGAIN !!! THIS IS FROM 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."

[cruachan2020]

Surely Vodafone have something other that Facebook or Twitter to discuss a fault !!

I fail to understand how this is going on and on.. We have cancelled our Netflix, Amazon Prime and have nothing more than a dialup service.

Again to repeat myself... We have to go outside to make calls.. we have can barely open e mails and we are still paying on contract for a service that was 4G untill a bunch of vans turned up and several men climbed up the mast and from that day on we have an unusable service....

You are failling to understand what is needing done here !! Someone needs to admit ..AGAIN.. that there is a fault with the mast located at PA344UX and send the same team of men that done whatever they done to do the reverse  of what they done and give us the service we are paying through the nose for !!!

[cruachan2020]

So thats it is it ? We have to either have an unusable service from Vodafone after 10 years loyalty or cancel all our contracts and payg services and find a network provider that can give us 4G and a service that allows us to use our devices indoors. EE can manage to give us as strong a signal as we had with vodafone so as no one will get this sorted out we will now be forced to look at changing providers... Well done everyone you have done a brilliant job of telling us that there "is no issues" but after all the evidence I have provided and all the hours on live chat and hours responding on this platform the best you can do is to tell me to do it all again on "TWITTER" !!!!!!!!!! wow