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. 

[Kam-PKS]

you have a lot of patience and thanks for all the time you are taking to get this sorted, would have been quicker if they shipped us the parts and we fitted them. Can not believe all the fobbing off they have given 

[jadesharp1992]

Honestly, it's a joke, i'm doing what I can here. Still no update on the mast, don't think they attended on the 12th, no notes were left, it's really poor! I was told today that the incident is still ongoing, well, I think we all know that as it's been going on for 7 months now! By the time it's fixed you'll all have finished your contracts and moved to other providers! O2 is still saying the same message waiting for replacement parts of the mast and we'll be updated by 28th July. That will just end up being the same message pushed back to the end of August I bet!

[jadesharp1992]

Hi all, so just checked o2's status page and they're still waiting for the parts for the mast and they'll update us by 25th august. nothing else from vodafone yet, their engineer still hasn't visited the mast yet even though they were due on the 12th July, it's crazy! Honestly as soon as you all can, i'd switch across to EE when your contracts are done because I can't see this getting sorted out before the end of the year!

[jadesharp1992]

Hi all, so had a text this morning and there is work in the tw13 area from tomorrow until Sunday, apparently there's maintenance going on, so let's see if it fixes anything...

[Kam-PKS]

hi

so i got back this week and the phones seem better may be a fluke or maybe some has fixed it will see how the rest of the week goes

[jadesharp1992]

Hi all, so i've had an email and a text saying they've completed the maintenance in tw135lr today. I'm not there until Sunday so can't do any testing, but i'll be curious to see how the rest of you are getting on? Please update this thread for us when you can! o2's page still says they're wating for the parts for the mast and will update us by Friday 25th august!

[jadesharp1992]

Hi all, so was back in the tw13 area this morning. wasn't able to test out calls, but done a few speed tests on data and they were still super slow! I dm'd vodafone and they said that still even after 9 days of works, there are still issues with the mast! there's now a problem in tw137ef that they said could be affecting us and as usual, they have no fix date, so no positive news i'm afraid.

[jadesharp1992]

Hi all, so got this on email this morning, there is no date when the repairs will be completed by though. 

Hello
Just to update you on the problem with our mobile network in TW137EF, unfortunately our equipment needs some major repairs.

Sorry for the disruption to your service. Rest assured, we're working hard to fix this as quickly as we can, and we'll keep you updated on our progress.
Thanks for your patience
The Customer Care Team

[jadesharp1992]

Hi all, so yesterday I emailed the CEO again to try and get the ball rolling once more. within 2 hours, I had a call back from an operations manager and he said he would have an engineer come out this morning to look at the mast. the manager said I could keep his number and should send him over some speed tests and things, which I did. his engineer came out to the mast and also to the tw135lr postcode and he said his own speed tests weren't fantastic either and he has acknowledged there is a definite issue. This is what the manager sent me on a text earlier. Thanks for this Jade, it shouldn't affect us now, as our transmission link to this site is up and working. We have tried a few things today on site but
not much change. I have this working group assembled and which are going through this logically. I have also booked a team who can build a site from scratch
for Monday next week if this can't be resolved by then, we will take the whole site down and rebuild. He then texted back saying Monday is a bank holiday so they will book off tuesday to get the site rebuilt if they do not have any luck this week. he said he will keep me in the loop this week with their progress. so you never know, you might see some engineers around the hampton road west area, trying to get things sorted! But just in case you get even worse signal on Tuesday, they could literally be rebuilding the mast if they can't resolve it this week.

[jadesharp1992]

Hi all, so the engineers have been back to the site again today and apparently there is still a transmission fault with the mast, so they're trying to get a climbing team out tomorrow to replace a cable to see if that fixes anything.