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Welcome to Vodafone Community

Network queries

SO23 - Winchester

4: Newbie

For info.  If Vodafone asks you to submit details to engineering you can expect to have to go through these questions, not a customer friendly process:

 

To help with your query, we need to access your account. Click [Removed]   to send our details through to my team. Make sure you click the link to send us your details as we’re unable to respond to private messages.

Your code is: Xxxxx


Please include:


• Forum Username
• Link to your post 
• Mobile Number
• Full Address including postcode of affected area
• Alternative contact number
• The type of issue being reported (service type, coverage/voice/data/SMS etc)
• What are the symptoms being reported (please give as much information as possible)
• Issue start date and time
• Make and model of phone

• Specific examples of dates and times

of failures, from the last 24 hours

 

Remember to include any additional information that will help us resolve your query.

 

There’s a character limit of 2500 and the page will time out, so you may want to draft your query elsewhere first, and then paste it into the text box.

 

[MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

 

 

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Moderator

@sappercaptain - I’ve searched for your email via the address you’ve registered to the Community with and nothing’s showing. It doesn’t sound like we’ve received it. We do want to help.

For us to investigate this further, we’ll need some details from you that can’t be shared publically. I’ve sent another send private message. to you. Please follow the steps with how to do this.

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4: Newbie

Thanks Gemma,

As per my PM, this has gone on long enough and I have put in many hours to try and help you to help us (the people of Winchester).

This is now a commercial issue as Vodafone is not complying with the Consumer Rights Act 2015, which states that services should be carried out with reasonable skill and care.  All affected users are entitled to seek reasonable compensation for the lack of service (like O2 users have been promised).

I urge other affected users to pursue this avenue as there is nothing like having to cough up money to focus the engineering minds...

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Moderator

If you've emailed us using the link @Gemma provided @sappercaptain, please let us know the case ref (looks like [#11234567]) from the auto response you received and we'll be happy to follow this up for you.

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4: Newbie

No auto response was ever received.  As explained before there is little in the engineering form that isn’t already in this thread so I don’t plan to complete it again.

Please instead provide the contact details for the team that can provide refunds per my previous post.

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16: Advanced member

The site has both LTE carriers radiating and carrying traffic but the network load is very very high. 

The full swap out is a high priority.

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4: Newbie

I have no idea what this means... when will the good bergers of Winchester start to be able to use data services again (like we could every year until 2017) please?

attached today’s speed test which shows 2mb/s download and virtually nothing upload.

4: Newbie

@PedroC1999 wrote:

The site has both LTE carriers radiating and carrying traffic but the network load is very very high. 

The full swap out is a high priority.


Would you happen to know when this is likely to happen?

So what work was recently completed and why has it not made any difference?

Thanks for keeping us updated btw. It is really appreciated. This is the sort of thing Vodafone will never tell us. The mods just ask us to fill pointless forms.

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4: Newbie

@PedroC1999, I’m so sorry, I assumed you were a Vodafoner, thanks for your help!

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16: Advanced member

Essentially they have already given the site a significant capacity boost but it needs even more; the Christmas markets are generating a lot of traffic. 

It currently uses Nokia kit for the radio access network. VF are decomissioning this kit out and replacing with Ericsson to streamline the SW zone. This leaves a challenging position because installing tons of new Nokia kit  when you are going to rip it out and rebuild the site with Ericsson in a few weeks/months does not work financially.

When the swap will happen I do not know, I do not work for Vodafone. However, it is unlikely to be in 2018 as we are about to go into winter lockdown.

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3: Seeker

In the last few weeks I have been in Laura Ashley, Hotel du Vin and Winchester Hospital - all in or close to central Winchester - and in no case was I able to get sufficient signal to even perform a speed test :-(

 

Now that we're into 2019 and the change freeze is presumably over, let's hope that it won't be too much longer before SO23 is updated.

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