Poor Signal TW13

[Kam-PKS]

1) Only happens at work or surrounding area within a mile

2) Location Hanworth TW13 6JE

3) Happens on 3/4 different phone at this site different users all on Vodafone

4) The other person can hear you but you cannot hear them and then after a little while call disconnects and you get the message on the phone call diconnected

5) 5g is showing on the service between 2-3 bars for service level Data is poor Download 2Mbs Upload 1.7Mbs Ping456ms

6) Started seeing problems end of the first week in December 2022

7) This issue occurs on nearly every call sometime straight away or after 4-5 mins. maybe 1 call in 20 (a short call) might be okay

Tried calling Vodafone support just keep getting told we have checked and there is no problems showing in the area and try resetting the phone reseat the sim and reset the network settings, but this is happening other phone on the same network. On one of the phone was told to try an E sim this made no difference had to to vodafone store to get replacement sim as the tech on the phone tried to reset this and then could not reconnected and could not use the old sim. 

[Gemma]

Hi everyone, I don’t want you to feel like we’ve been ignoring your posts here. I’ve checked for an update on the issues with your local serving site 506 and it’s still being worked on by our engineers.

@jadesharp1992 I understand from your other messages, your complaints now being handled by our Customer Relations team, which is our highest point of escalation.

[jadesharp1992]

Hey all, was back at the families today and yep, everything is the same. No point going with o2 as they share masts, so your only option would be Three or EE to be honest. I do wonder how much longer this will take. Haven't had any more official updates yet.

[Amanda]

You can reach out to your case-handler for any updates @jadesharp1992 - you can speak to them over the direct number they've provided you with or by replying to any of their emails 

[jadesharp1992]

Hey all, so I phoned up today to get an update, apparently maintenance is being completed on the mast tonight by 8pm, there's more scheduled on Wednesday and Thursday and apparently after that we should be back to normal service. There is an engineer scheduled to go back and check everything is working properly on February 24th. Anyone seen any improvement over the last few days? I'm not in the area until Sunday.

[jadesharp1992]

so managed to get back to the families today, and whatever they're doing to mast 506 it's getting worse. dad had 5 calls drop out on him today, I had 3. I rang up again when i got home and they said they're not letting any of us cancel our contracts or anything because there's not been a severe enough outage of the service. honestly, this is actually a joke now, the left hand doesn't know what the right hands doing. they closed my complaint the other day, they just said, engineers are visiting the mast, there's nothing we can do, we're closing your complaint. honestly, this service is shocking, i'd never recommend Vodafone to anyone after this.

[jadesharp1992]

Hey all, so got my scheduled callback today from the resolution manager and she said, the new parts have been fitted to the mast, but it's still not working as expected, they don't know how long it's gona be going on for, she said if you would like a pac code and we can waver your early termination fee we can do that and if anyone else from that area rings up, they should be given that option as well, as we're not providing a good enough service. so, i took it, and have just joined Smarty who are owned by Three. I know they're having slow data issues in the area at the moment, but at least calls work and don't cut out, and they've just launched a social tarriff for people like myself who are disabled, £12 a month for unlimited everything, so data, minutes and texts, so i'll be transferred over to them in the next few days. I hope all of you can get hold of a nice resolution manager. I can't remember her name, but if it comes back to me, i'll post it here. i'll still check in on this thread and see if things eventually get cleared up as well.

[jadesharp1992]

so that's funny, the day I get a Pac code, I get a text and email saying there's scheduled maintenance in tw135lr between 15th February and 16th February. There's not been any texts like that since December. Wonder if that will fix anything? I'm still going elsewhere, i'll be saving a ton of money to be honest.

[Mark]

I'm sorry to hear this issue's caused you to move to another network. Once your service has switched over, you'll receive a final bill from us, this may contain a refund for any payments made in advance, and we advise leaving your Direct Debit active until after this time to avoid any delay in this being provided. 

If there's anything else we can help with, don't hesitate to get in touch.

[jadesharp1992]

so, apparently this morning the maintenance was completed. it was on 2g, 3g, 4g and 5g. I wonder if any of you are noticing any difference and if calls have been any better since?

[jadesharp1992]

so, had a look for my dad and brother earlier and there's still issues in the area. Finally they're actually acknowledging it on the website, only took 2 and a half months lol!

We're aware of some network issues in TW13 6AW

There’s a problem with our mobile network in this area at the moment that may be causing issues with your service. We’re sorry if you’re experiencing any disruption, we know how frustrating this can be. Unfortunately, it’s taking us a little longer than we expected to fix this issue – sorry for the delay. Rest assured, we’ll get things up and running again as soon as we can, and we’ll update this page once we have an update. Thanks for your patience. As soon as we have any further updates, we’ll let you know here.

al