Signal Loss

[Grizwold]

Hi, I have 2 mobiles on Vodafone, both are Samsung Galaxy A52 5G, one for me and one for my wife. They are not a year old yet, The one I use has, really, not been a problem but my wifes one has had irritating little niggles since day one that we are told cannot be found. Now, her handset keeps dropping off the network (disconnecting) and then after a while re-connecting. Then dropping off and carrying on like this all day. It has been doing this on and off since Sunday, but yesterday and today it is continuous. Have spoken to Vodafone who cannot find a problem with the settings etc. and there is no fault record on their map for SG19, our post code. Having gone onto facebook, it appears we are not alonr in suffering this problem. Obviously, there is a fault on the system but has aanybody got any idea what it is, when it will be fixed, or any information at all please?

[AnnS]

Hi @Grizwold 

Try your SIM in your Wife's phone and try her SIM in your phone this would rule out a phone issue and recommended by Vodafone here: Initial checks and template 

If this is a SIM problem, a replacement can be ordered here: SIM swap 

Edited after reply  @Grizwold complete the template  copy and paste the results back on the thread giving an example of the issue. After investigating the problem the Social Team will be back to you.

[Grizwold]

Hi, so I put my wife's SIM in my phone and, after about 5 minutes it disconnected, my SIM in her phone was OK. But, when I put my SIM back in my phone that then started to disconnect. After a lot of messing about I got my to stay connected, and it is still connected OK.

If this is a SIM card issue why do we have people we know in our postcode suffering the same problem? Not all those SIM cards going down together, surely?

Just behind us there is a mast that is being worked on. It was aid it was for O2 and they would have disruption and signal loss between the 7th - 11th. Do Vodafone use the same mast? Should I get a new SIM for my wife to be on the safe side?

[Amanda]

Thanks for getting back to us @Grizwold - the quickest way to check and/or rule out a SIM or phone fault is to try a different SIM/phone. This is why we'd ask people to try this as a first port of call 🙂

As @AnnS has mentioned, f you follow the initial checks and template guide, you can check your local area to see if it's already a known issue and if not, how to report it to us - then we can investigate it further. 

[Grizwold]

Hi Amanda,

As I replied to AnnS, when I put the SIM into my phone it still carried on disconnecting and then connecting. But, I also said that people we know that live around us, and who also have Vodafone, are experiencing the same problem. I don't think it likely that there is a mass SIM failure in a small cluster, is there?

There is work being carried out on a mast just behind where we live, but the information we had via facebook was that this was O2, and would last until the 11th. Do you share the same equipment with O2?

My wife's phone is still playing up so, do you think it wise to get a new SIM card and see if this fixes the problem?

[Evie]

Thank you for confirming that @Grizwold - We share the same mast infrastructure with O2 to provide the best possible coverage on our network. 

Since you have tried your wife's SIM in your own device and the issue persists this shows the issue is either with the SIM card or the network. I would advise to let us know the result of our initial network checks first please? We will then be able to look into this further.

[Grizwold]

Hi Evie,

Very odd happenings. Now, when my wife goes outdoors every thing is OK. When she is indoors she loses the signal. We had a workman in this morning, and his signal went. Previously we had full strength all over the house. Switched on wifi calling on my wife's phone and, so far, so good.

As the work on the local mast is between the 7th and 11th, I'll leave it as it is until they finish, and see what happens on the 12th.

[Evie]

How odd @Grizwold - If you confirm your full postcode, or add this to your forum profile if you don't want it posted publicly I can check on the maintenance in your area.

[Grizwold]

Hi Evie  SG19 1QJ 

[Amanda]

Thanks 👍

I've taken a look at your postcode and you should be in a good 3G and 4G area - there are no known faults and your locals masts are all performing as expected. 

There was a small drop in connection around 4pm yesterday but it was back to normal by 5pm, and I can see this was around the time you posted to say your wife was having issues - is everything working okay now?
If not, please complete the initial checks and template steps as mentioned previously 🙂 then we can dig a little deeper.