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Network queries

Sure Signal device

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2: Seeker

I have just been in contact with Vodafone Technical Support for the third time and have confirmed with them that there is a Network problem (I presume with my local cell tower) where I am not getting any signal within my area, even when right beside it.

This has been a problem for almost 2 weeks and apparently they are still working on it.

Therefore this is a problem “out of my control”. I asked about the Sure Signal device and was advised to contact Customer Support/Sales, which I did.

I explained the conversations with Technical Support, faults, my predicaments and that I have an iPhone 6 on PAYG which does not accept WIFI calling, with regards to acquiring a Sure Signal device. I asked about getting this as a Free compensation for the problems.

I was told that this device can only be acquired either through a Vodafone Shop or elsewhere online. But my nearest Vodafone shop is over 100 miles away so not accessible.

I am enquiring about any way of acquiring one of these "Sure Signal" devices for FREE as a compensation replacement for the lack of signal for almost 2 weeks, without having to spend £30 on fuel to go 100 miles to argue with someone in my "local" Vodafone shop only for them to argue and refuse.

 

Any ideas?

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Administrator

@Cuandur This issue in your area is currently being investigated under INC2898111, which can be seen on our network status checker.  

 

I can see that you live in an area with limited 2G signal and no 3G/4G coverage - you may benefit from changing your device down to 2G only when in this area. 

 

We'd need to wait for the current investigation be completed, in order to see if this resolves the issue. 

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6 REPLIES
Moderator

@Cuandur So our Network Specialists can look into this for you, please complete our troubleshooting guide and post your answers on this thread. 

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2: Seeker

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

At home and around Halkirk.

Have to travel about 2.5 miles until phone connects to next cell tower then not a problem

 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the Community, add it to your profile here.

In profile

 

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

Yes (even new sim in same phone)

 

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

No Service or 1-2 bars for a few seconds

 

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

2G, 3G (3G intermittent, 4G doesn't exist here)

    

6) When did you first notice this issue?

approx 1.5 weeks ago (01-05-2017)

 

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

So far, permanent

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2: Seeker

Any update?

FYI, I still do not have any 2G,3G or 4G connection - 14-05-2017 10:56 am

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Administrator

@Cuandur This issue in your area is currently being investigated under INC2898111, which can be seen on our network status checker.  

 

I can see that you live in an area with limited 2G signal and no 3G/4G coverage - you may benefit from changing your device down to 2G only when in this area. 

 

We'd need to wait for the current investigation be completed, in order to see if this resolves the issue. 

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2: Seeker

Thx to Alex's advice, I switched off 4G and it now makes connection on 2G with no problems.

 

I also received an email update that apparently the local cell tower has now been fixed, so hopefully no more problems.

 

Am still querying about the Free Sure Signal device as compensation for the cell tower outage (which has happened before) as I need "Sure" connection for my "Carers" duties.

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Administrator

@Cuandur Thanks for letting us know, I'm glad to see this helped. :smileyhappy:

 

It looks like your device was trying to connect to 3G/4G, which isn't yet in your area.

 

I can also see on our network status checker - 'We've fixed an issue in this area recently. Sorry if you noticed any disruption - things should have been back to normal since 10.26am 16 May 2017.'

 

Everything should now be up and running without fault, and you'll no longer have issues with 2G coverage - meaning you'll be able to make/receive calls and texts, as well as internet browsing and sending emails at slower speeds. 

 

If you've not had any signal at the address registered on your account for an unreasonable period of time, you may be entitled to a partial credit of your bundle charges based on the number of days you were without service. This is reflected in our Pay monthly airtime conditions 2017.

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