My callers hear no ring tone when I'm abroad

[muppix]

I'm on an Unlimited Max with Entertainment plan and travel a great deal for work, predominantly in EU but occasionally further afield.

For the past year or so, people who call me when I'm abroad don't hear my phone ring, they just get silence until I answer. The behaviour is the same in all countries and on all networks, and has been described in detail by user PDC_UK in this post from 2017, though unfortunately no solution was posted.

My wife is also on Vodafone but with a different package, and has the same issue. 

[muppix]

@Josh have you actually read any portion of this thread? @lowmtr did get in touch, Vodafone failed to follow up on the issue, which is with all operators in all roaming countries, not just one. 

[lowmtr]

Thanks @muppix my thoughts exactly!

>f you're not prepared to contact us via Call, Live Chat

Spare me the lecture mate, that is exactly what I did at the outset, read the thread!

> We do care though!

@Josh, sorry, these are just empty words, actions are the only thing that counts and not one was taken

Caring (and basic good customer service) means:

1) reading and understanding the thread, the customer impact that I and others on here have experienced and the fact I followed all the right processes at the outset.

2) Vodafone taking ownership for an absolutely 100% solid and repeatable issue that existed for the entire 5 weeks I was in Spain.

3) following up on the original call and escalating the issue as I requested.

If you read the thread you will see I was the one who cared, because I offered to work with Vodafone whilst I was out in Spain to attempt to solve a problem that is clearly affecting their customers in more than one country.

>I just want to add, that we also have no control over the Roaming Networks coverage or service issues.

Oh great!  is this another demonstration that Vodafone cares?  Again, if you read the thread you will see I was on Vodafone ES the entire time. Or perhaps you are telling me Vodafone are so dire they can't even manage their network issues within the same company?

Anyhow, I'm done here,  I think its time to give up on my 20 + years with Vodafone, life is too short for this nonsense.

Thanks to the other Vodafone customers who shared their experiences on this thread, may all your callers be lucky enough to get a dial tone when you go a roaming with Vodafone 😀   good luck to you all!

[Beth]

Hi both, firstly I'd like to apologise for the above. I've taken a look through your whole thread with us to get a full understanding of the issue and the steps you've already taken to help us resolve this for you.

I've personally not heard of this error but it's very strange that it's spread across all networks in all countries. Just to confirm (apologies if I've missed this), did either of you swap your SIM into another phone whilst abroad to see if you still had the same issue? This would rule out your devices being the root cause indefinitely.

Whilst Vodafone is a global telecommunication network, Vodafone UK only has access to the UK network we generate for troubleshooting purposes. For example, were you experiencing this issue in the UK, we'd be able to pinpoint the exact mast and cell you connect to and get this checked with the engineers. As you're using a preferred network once you're abroad, we don't have the same type of access to the masts so troubleshooting steps we are able to take are normally solely focused around your device's settings.

I'm sorry for the length of time this has taken for you both, and I'm sorry for the way this has been handled. Whilst I appreciate you've provided all the information here (thank you for this), to actually raise this as a network case for you, I would need to ask you to contact our social media team again as we're unable to take the information required for the network case over the Community for your security. If a network case has already been raised, the team can also check for updates on this. Please provide them with a link to this thread so you're not needing to repeat yourself with any troubleshooting steps you've already taken.

I really like to get this resolved for you both. The Facebook and Twitter platforms we use don't take any high-risk information for your security, and you're also able to delete messages once we've responded to remove them from your phone for your security if you'd feel safer doing that.

[Mockys]

Hi Beth,

I've read this forum thread with interest.  I am currently in Spain with my partner on our UK phones and we are both experiencing this issue repeatedly. 

So, it's not device or SIM specific. As the rest of the people here have pointed out it's not user error. 

Please do not send me to your contact channels. We've done that and got nowhere. 

I used to work for a Vodafone OpCo and know how connected the different countries are. There's no reason the head of networks for the UK can't pick up the phone to the head of networks in Spain and work out what's going on.  ( Unless he has tried and the phone appeared not to ring perhaps?) Has this happened?

Thanks

Stephen 

[shadNL]

As i see this problem already exists since 2017. Today it is 2024. 7 years have past and i am a new user of vodafone. I tried to call my mother abroad today and i hear no ringtone and i cannot reach her! If something happend to hear i will sue you for for ignoring this problem. 7 YEARS OF THE SAME PROBLEM! ARE YOU NOT ASHAMED!!!!

[offen]

Have had the same problem in multiple countries and networks for a long time and it still persists

Did anyone get a resolution?

[DouglasCollins1]

I think you can follow my advice you should reset your ringtone because every time you switch IP the ringtone will automatically disappear. Please respond to my comment and I'll show you how.

[PGMAC]

Hi, 
I´m in Spain and am experiencing the same problem.
Has anybody managed to solve this please?
Thanks

[robthomo]

So i have had this problem in the past and i am experiencing this again suddenly.

this was fixed for me by a bright spark after i had spent hours and hours doing all the usual reooting and taking the sim out and choosing the network manually and all the stuff that they make you do.

i am pretty sure the problem lies with allowing the phone to choose internet routing as an option. if you remove this it will solve the problem. I cannot tell you why but this is the issue. 

the technical support team are not able to make this change (I have tried to get them to do so) and i am now trying to find someone who can do this.

hav a go at thsi and good luck

[robthomo]

i thought i had replied but i cannot see anything.

the solution is to take off internet routing as an option at source

you need to find someone who can do this

it will solve it