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Network queries

SO23 - Winchester

4: Newbie

Have there been any engineering works carried out in Winchester to improve the specific issues raised in this thread? If not, the situation is not likely to have changed in the slightest.

 

The coverage checker is pointless. It will always show, correctly, that there is good 4G signal. What it doesn’t show is the congestion issues that plague Winchester resulting in very poor 4G data speeds.

 

I know you are constantly trying to improve the network. What I’m interested in is confirmation that the specific improvement measures have been implemented.

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4: Newbie

@PedroC1999 wrote:

I can't find any evidence the South Vendor Swap has happened yet in Winchester.

The area will get improvements...the question is when not if.


This. The “when” is what I’m after. Thanks.

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4: Newbie

Agree with the latest comment, you promised updates on 06 Nov 18....it is more than 2 weeks on and I still can’t even get 1mb/s in central Winchester.

at what point will Vodafone start issuing credits to Winchester customers?

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Moderator

@PedroC1999 @sappercaptain The previous fault we raised for the location @highpriest gave, was looked into and we were expecting some improvements to 4G in August. If anyone would like us to take a closer look, we’ll need to know specific postcodes. We can then check what serving sites are being used in the locations where you’re facing issues. Please get back to us with the below: 

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service and what’s the full postcode?

2) Does the issue occur if you try your SIM card in a different phone?

3) What errors are seen or heard when the issue occurs?

4) Does this happen on 2G, 3G, 4G or all?

5) When did you first notice this issue?

6) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

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16: Advanced member

Hi Gemma,

I have not personally surveyed Winchester but the data I have points towards the South Vendor Swap not having happened.

South Vendor Swap will add L21 (4T4R), most likely L26 (4T4R) and of course rebuild for frequencies carried forward.

With such a deployment, I would not expect such customer experiences as are described in this thread which further cements that the major upgrade has not happened yet. 

I cannot comment about the improvement work that is said to have happened already. However, I have confidence networks have investigated and optimised to get the best performance for the time being until they can go in and perform the ultimate upgrade.

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4: Newbie

Hi Gemma,

thanks for your post.  I don’t intend to re-list exactly what has been said by others.  The staff in the Winchester store are aware and are experiencing the same issues as us poor users.

Please revert to your own store staff if you need incident numbers. I can tell you that 1mb/s for 4g Data in the middle of Winchester town centre during the Christmas market when thousands of visitors are in town (and don’t for a second leap to the conclusion it is network congestion as the slow data issue has run for months) is not exactly a great advert for either Vodafone or Winchester.

Please would you provide the update that you promised @highpriest and preferably not one that tells us we need to wait until August 2019 to join the 21st Century.

Thanks for your help.

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Moderator

@sappercaptain - Sorry, my previous post should have said August 2018. We’ll need to re-investiate any ongoing issues. For anyone who would like us to do this, please complete the template from my previous post. 

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4: Newbie

@Gemma wrote:

@sappercaptain - Sorry, my previous post should have said August 2018. We’ll need to re-investiate any ongoing issues. For anyone who would like us to do this, please complete the template from my previous post. 


Not the template again. Sorry to say this, but does it serve any purpose other than making it appear as if you are doing something? You have all the information already. Why ask again? This is so insulting.

We have gone well past basic troubleshooting and "turning things off and on again". All of central Winchester (it is a tiny city) is affected with extremely poor 4G speeds with Vodafone.

What Winchester needs is a network survey carrying out by Vodafone engineers and fixes/upgrades/engineering work done to improve and upgrade the network so your customers don't have to put up with dial-up level speeds.

And yes, I know these things are neither easy nor cheap. I'm also aware that there are upgrades planned in the south region. What will be appreciated is if you can give us some sort of timescales. Even an estimate as wide as a YEAR will be helpful (as I've been complaining since 2016).

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Moderator

@highpriest I’ve taken a look at the postcode originally provided (SO23 8US), to see if there’s been any recent updates.

Another mast you connect to in this area 22065, is performing as expected with no errors currently being reported. There does look to be some form of planned maintenance due in the near future.

A nearby mast 88199, is experiencing an issue that’s taking longer to resolve than originally thought. It’s possible that the problems with this mast are having a knock on effect to the masts you connect to. The slower speeds and congestion could be a result of this.

For us to raise a new case for your site and postcode, we’d have to begin the process again, as the original one is now closed. The answers to the questions are required by our Network Engineers, to ensure a specific and thorough investigation is carried out. To do this, they need up to date details and recent examples of speedtest results.

The work currently being completed and coming up, should help improve the 4G speeds in your area. As we’ve mentioned, our network status checker will give you up to date information on this.

If you’d like us to see if a new case can be opened, please answer the questions @Gemma asked in her previous post.

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4: Newbie

@colleen @highpriest, this is so frustrating, it’s like dealing with British Rail (you are probably not old enough to remember!!).

If not for my sake and for @please just talk to your own staff in your own shop in Winchester (there is only one) who re experiencing the same problems in the same exact location.

It really isn’t the job of your customers to troubleshoot your network, you should have software, drive by testing and use Intelligence from your own people to identify issues.  If you need to rope in your customers please don’t turn it into some sort of bureaucratic purgatory!

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4: Newbie

For completeness see below speed test result from outside the Vodafone shop completed on Thursday 22 Nov 2018 at 15:53hrs

Moderator

@sappercaptain Thanks for providing us with a recent screen shot of your speedtest results. Would you be happy for us to raise a new case with your details? If so, we really would need you to please confirm the following: 

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service and what’s the full postcode?

2) Does the issue occur if you try your SIM card in a different phone?

3) What errors are seen or heard when the issue occurs?

4) Does this happen on 2G, 3G, 4G or all?

5) When did you first notice this issue?

6) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

I appreciate how frustrating this is for you all. Our case would be rejected by the Engineers without this information. I can see there are multiple users on this thread and that would mean multiple postcodes to investigate.

If you're able to complete this, we'll then be able to contact you via private message with information about further contact details. Once we have this, we'll be able to proceed with our Engineers. 

Could anyone else on this thread who are also experiencing these issues, please also complete the questions above? The more information we can provide, the more this can be looked into. 

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4: Newbie

Hi @Colleen,

I can see that you (Vodafone, not you personally) aren’t prepared to use your initiative so I will slavishly follow the process. Responses below:

 

1. It is one location, probably one or two small cells in the centre of town.  The postcode of the epicentre is the Vodafone shop SO23 9AS.  I need to travel most of the way home (SO239SJ) to get decent service again.

2. Yes, everyone on Vodafone has this problem, including staff in your store!

3. The error is as described...very slow data service on 4G, unable to use most apps (because of slow service)

4. Don’t know, I’ve only ever tried it on 4G

5. I first noticed the issue in 2016...pretty much the same as everyone else on this thread

6. The issue is present throughout the day, I can’t tell you if it happens at night as I’m not often in town at night.  There have been some times in the 2 years of issues that have been marginally better, but I couldn’t tell you when.

Happy for you to contact me by PM.

 

Moderator

@sappercaptain Thanks for your answers regarding this, we really appreciate it. I've popped a private message over to you, with details on how to get in touch with us. The message includes all of the information our Network Engineers will need. We'll do everything we can to get this raised as quickly as possible. 

 

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16: Advanced member

The main serving site for Winchester centre has been upgraded to have a second LTE carrier and aggregation.

@sappercaptain, @highpriest what are things like now?

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4: Newbie

Hi Pedro,

I’m really glad you asked as I was about to post a rant anyway.... I finally gave in and slavishly followed Gemma’s request to complete the details for “Engineering” to review a couple of weeks ago.  I have heard nothing since..nothing has changed since either, except that O2 customers now have something to complain about too!

Latest speed test posted below (not enough even to connect). This was conducted at SO239SJ at around 13:30hrs today.

I will be escalating and seeking a refund of my charges for the last 3 months and suspension of future charges until it is resolved as this service and the resolution process for it is entirely unacceptable.  The service is not as sold and not fit for purpose.

2: Seeker

Hello,

I am so pleased to find a thread discussing the lack of 4G data speed, I thought it was only me. I have been having horrific problems with the 4G in Winchester for months and months now. I assumed it was my iPhone 6 playing up, in September I upgraded to the iPhone XS Max and I still have this problem - sadly I have a new 12 month Vodafone SIM only deal, I am now considering buying myself out and going back to EE as this is unbearable!

I usually have wifi at work in Winchster, but recently this has been playing up so I have been forced to use 4G so now I am taking more notice of this problem. Sadly I cant use my 4G for anything, even though it says I have 3 out of 4 bars. The data speeds are so poor that I cant even run a speed test!! After a 5th attempt of the day I managed to get a download speed of 0.11 MBit/s and upload of 0.32 MBit/s with a 3651 ping. I can't load a webpage, check a listing in ebay, or do anything involving an internet connection. I just had well still have my Nokia 5110 when the 4G doesn't work.

 

Enough about the problem, Vodafone please sort this problem out, I have been a loyal customer for nearly 9 years, but I can only take so much!

 

I look forward to this being fixed.

 

Kind regards,

 

Neil

 

For what it is worth, here is my answers to your questionnaire:

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

It happens throughout the SO22 and SO23 post codes 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs?

SO23 7DU, SO23 9AP, SO22 5AL

3) Does the issue occur if you try your SIM card in a different phone?

Yes, I have tried two phones

4) What errors are seen or heard when the issue occurs?

No errors, I get no internet, not even enough to run a speed test using the Vodafone app or Speedtest.net

5) Does this happen on 2G, 3G, 4G or all?

My phone always says I have 4G and good strength, no bandwidth seems available.

6) When did you first notice this issue?

Late 2017 I think, I usually have my phone connected to wifi in Winchester.

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Permanent

 

IMG_8907.PNGI couldn't carry out a speed testIMG_8909.PNGEventually I was able to carry out a speed test on the Vodafone app. The speeds prove there is a problem with the 4G!

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Moderator

I'm sory this issue is still affecting you all. If you've emailed us using the link @Colleen provided @sappercaptain, please let us know the case ref (looks like [#11234567]) from the auto response you received. If you've not received an automated response, we've not received your email. Please check your junk/spam inbox for this.

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16: Advanced member

Thanks all, I'll pass on from my direction

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4: Newbie

I can confirm that I have had no response and that I have checked my spam folder.  I do not intend to go through the submission process again, you have all the information you require from the thread on this site.

 

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