PO30 - Newport Isle of Wight

[JimJimini]

1) Local, service returns about 1.6miles away

2) Postcode of affected mast is PO30 4EJ

3) Yes

4) No signal, or Emergency calls only

5) All

6) Lunchtime 23/2/2022

7) Permanent

Lost mobile signal at home residence lunchtime 23/2/2022. Now more than 5 days and still no phone service.

Vodafone's network checker initially indicated a fault and said you were "having trouble accessing equipment due to weather", yet weather in area was perfect. Then it changed to say there "was damage that needed major repairs." Then it went back to the weather excuse, and now says major repairs again. When I webchatted a Vodafone operative two days ago they said it was scheduled maintenance. At no time has any estimate been given as to when it would be available again.

Which is the real reason, and please can you estimate when it will be available again?

[JimJimini]

Thanks Evie,
I'm inferring from your response there is no SLA for residential customers. That's disappointing, as with no landline the mobile becomes an essential utility at home, but with no contractual obligation on vodafone to provide the service.
LOL - I note we have gone from completion estimates that gave some hope of an imminent fix, to no estimate at all. I guess that leaves me no hope of a timely repair! But seriously, a business like Vodafone must be able to estimate repair times better than this? If the equipment has been visited (as indicated previously on this thread) it is presumably a matter of determining the lead time for replacement parts (if not immediately available from spares stock), adding in the logistics of getting them to the repair teams, and then the time to fit and recommission the equipment (which should also be a well-understood timescale given how many sites there are around the country where this equipment is fitted)?
I feel like I am being strung along, and not given sufficient information to decide whether it is worth staying with the Vodafone network or whether it's going to take so long to fix I should give up and switch providers. I understand you may be reluctant to give an estimate if the repairs are likely to be weeks or months as you may lose residential customers in this area, but the reputational damage of charging for a service you are not able to provide for significant periods of time must be worse?

[Mark]

I'm sorry to see we were unable to complete the work in the scheduled time frame @JimJimini. I've taken a look into the job related to the mast you connect to at your property (INC000004595758). It looks like the damage was more extensive than first estimated and it looks like we're having to install a new mast almost from scratch. We've already repaired much of the damage to the site and are now in the process of installing a new mast. I can see we're scheduled to have a team on site later this week, so will be able to offer more information about this towards the weekend.