Vodafone Network Down for 2nd Day at PL32 9YN

[Trevennor]

2 nights ago - not sure at what time - the Vodafone network in our area (postcode PL32 9YN - but covers several other postcodes) went down.  It's still down this morning. so we're getting toward two full days of downtime now.   The network coverage map acknowledges that there ius a "Problem with the network in this area" - so I am here to ask if anyone at Vodafone has an ETA on getting this fixed? 

We have been toying with the idea of ditching our BT Business broadband in favour of a Vodafone equivalent - but incidents like this really reduce the likelyhood we would do that.  Last time we had a BT fault OpenReach had fixed it in 2 hours.

[japitts]

All networks resolve local coverage outages as promptly as possible, but exact fix times depend on the nature of the fault and thus the fix.

Any ETA's given are estimates, and are often based on SLAs - which won't always bear any resemblance to what works are required to restore service.

[Trevennor]

Not very helpful - Of course, we 100% understand what you wrote - - but we have to yet have any ETA - however guesstimated - quoted to us yet!

[Thomas_H]

@japitts Is correct in what he writes. When an estimate is known this will be shown on the coverage checker. You can sign up for updates to your phone from the coverage checker.

Sometimes repairs are delayed because the landowner is slow or won't give permission to access the site. Not including what is wrong and the work that is needed to get it operational. Tom

[Trevennor]

What is the SLA fix-time for domestic contract customers with no service? Bet it's not 3 days and counting?

[japitts]

There is no SLA or service guarantee on domestic telecoms contracts. The SLA I referred to, are the internal ones that Field Engineers (assuming a physical site issue) have.

[Trevennor]

Ah thanks.

[Sarahroutly · Accepted solution]

The landowner has had no contact but is happy for you to access the mast and the gate has been left open for you. Please don’t try to call him on his mobile for permission as it’s Vodafone and has no signal. Also don’t write to request access as our post is sporadic. Use the landline or email if you need to contact him please 

[Trevennor]

The service was resumes last night at aboutr 9PM or so.
So that was close to four complete days of downtime on our local Vodafone service.   Will those with contract phones get diuscount for that downtime or would we need to claim it somehow?

[Lucy_F]

Hi @Trevennor Pop us over a message via our support team via the contact information here and we'll take a closer look into this for you.