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. 

[Andy]

Hi @Kam-PKS I have checked the mast that we would expect you to connect to and that seems to be running normally, have you tried manually selecting 4G or 3G as I can see you mention that you're on 5G? This will help us pinpoint where the issue lies as it could just be the 5G affected, looking at the coverage 5G is still a little patchy in the area which could be causing the issue you're having.

[Kam-PKS]

Hi Andy

Thanks for the feedback i will test out on Monday and update on the site. I understand and will try it out but this has only been the case since the beginning of December. I explained all this to the Vodafone techs on the phone not one had any valid suggestions on a fix or work around.

will try and let you know hopefully this will resolve until the sort the 5G problem. 

[Kam-PKS]

Hi

I tried switching the phone to 4G only and still having the same problem. Looks like there is a few people in the area complaining of the same problems. The switching to 4G was done on other phone here that are on Vodafone they too are still having calls dropping.

Regards

Kam

[jadesharp1992]

Hi, I have family that live in the tw13 area, and they are all having issues with Vodafone. Their calls will connect for around 20 seconds, and then they won't be able to hear you on the other end. This has been going on since early december, and they are all thinking about switching networks if this isn't fixed soon.

[Beth]

@Kam-PKS We'd be happy to take a further look with you into your account and any network issues you might be having. Please pop our Social Media team a message here; and a member of the team will be able to take the relevant information from you 🙂

@jadesharp1992 I'm sorry to hear that some of your family members are having a similar issue. We'd be happy to get this raised, we'd just need to investigate their account further first. Can you ask them to contact us via our Social Media team and we'll be able to get this raised to our engineers if needs be as soon as possible? Thank you 

[Kam-PKS]

Hi

Thanks for the info i find it hard to understand that a company like Vodafone has no way to report a fault with the services they provide. I am not a user of social media and the chatbot keeps messaging there is a problem logging in and call 191. The fault has been since the beginning of december. When you call and finally manage to get through they are not interested in what you are telling them, It seems they have a flow chart and that is it reset your phone no problem showing on the network checker but clearly there are a lot of other people having the same problem. The other phone based at that address has just taken out a new contract and when he managed to get through the support team messed up the phone they advised to change over to an esim which still had the same problem they then advised to do some resets and messed up the e sim he then had to go to a vodafone shop to get a new sim which still has the same problem. HOW DO YOU GET SOMEONE @ Vodafone TO REGISTER THAT THERE IS A PROBLEM WITH THE NETWORK IN TW13 6JE, AND WHEN WILL IT BE FIXED. i could understand if i had a £5 pay as go paying a lot for a phone not fit for purpose in the main area it is being used.

[jadesharp1992]

so, neither my dad or brother use social media. They are having the issues in tw135lr. when I have visited them too, download speeds are awful, and me too, calls just drop out. dad and brother were on the phone for an hour and a half yesterday, and vodafone just said, it's your phones! Your phones are broken, it's not the signal. They have both had replacement sims, and no luck. I heard from someone that a mast near Hanworth trading estate has had issues, and that could be the problem, I don't think there is a fix date for this? This is awful service though!

[Kam-PKS]

I do not understand how poor a level of service can be from a service provider. Vodafone must see that there is a problem in the area with the response from customers. I was advised to get back in contact with the support team did so using the chat bot and after an hour they agreed that someone from technical would call me this morning at 9.30 hey no call so i assume vodafone's response is screw you we don't care we have your money HaHa. would be better getting a cheap sim at least you know your getting a cheap service. This is what loyalty counts for 25 years of being a customer.

[Andy]

Hi @jadesharp1992, I am sorry you were unable to get help when calling, this is definitely something we need to investigate further, the reason we ask you to contact via social is because we as a team also work the social channels. In the link Beth gave, there is also a link to our Live Chat team who can also help raise any problems to our network team.