Contract

[molezillerss]

every time im at home(cameron paek , newcastle), i loose all service, have no bars on 3g, lucky if i can make a txt let alone A call. this is after network upgrades which where several months ago.... whats going on vodafone i  thougt you where fixing your network n not just taking out money... 

i want to know what i have to do to leave you guys for a network that works..... and well i shouldn't have to pay an exit fee cause well u arnt giving me what i am paying for... any ideas how to exit this ***** hole?

[Kirsty]

Hi molezillerss,

molezillerss wrote:

every time im at home(cameron paek , newcastle), i loose all service, have no bars on 3g, lucky if i can make a txt let alone A call. this is after network upgrades which where several months ago.... whats going on vodafone i  thougt you where fixing your network n not just taking out money... 

i want to know what i have to do to leave you guys for a network that works..... and well i shouldn't have to pay an exit fee cause well u arnt giving me what i am paying for...

I'd love to work with you to resolve any issues you're having with your Vodafone services in Cameron Park, so you can continue on as a valued Vodafone customer.

I've checked Cameron Park (2285) on our checker here, and can see upgrades have been completed in that area, with no further upgrades planned in the next three months. How long have you been in Cameron Park, and when did you start having issues?

If its only recently I'd love to run through some troubleshooting with you, to help isolate and identify the cause of the issue. We have a great troubleshooting guide on our Community here to get you started. Parts 1 and 2 of the guide are steps you can run through in your own time, and Part 3 is a template. I'd like you to copy the template and paste it back here with your answers.

Your answers will help me determine the next step in resolving this with you - I might suggest a SIM swap, do further targeted troubleshooting, or escalate the issue to our network team for example.

I'm looking forward to resolving this with you quickly,

Thanks,

Kirsty.

[molezillerss · Accepted solution]

Postcode: 2285

Suburb: Cameron Park

Service difficulties (Call drops, Unable to send SMS, slow data speeds, No signal ETC): When i start to call someone it will ring for about 2 rings max then will say call failed, txt messages take about 2 mins to send or just fail, data speed dosn't even exist at all most of the time, and im lucky to get 2 bars of service. (this is all inside)

Time of day (AM/PM, times , be specific): Any time of the day inside, just its particularly bad around 8-9 am, and around 4-5pm

How long has it been occurring: ever since ive been on my contract (close to 1 yr now)

Any other Vodafone users identified the same issues?:  Im not sure i don't know anyone else that has vodafone around here

Mobile Device in use: nexus s

Device used for isolation test: xperia x10

How long have you had the device? : got it on contract with vodafone so 1 yr

Any other comments: Is there any other tests which i can do to fix this issue without having to buy a new phone? If so then i want my contract canceled withouth any early exit fee cause im not going to pay more to have a service when i should be able to use the service with a phone you supplyed me in the 1st place.

[Bruno]

Hi molezillerss,

molezillerss wrote:

Postcode: 2285

Suburb: Cameron Park

Service difficulties (Call drops, Unable to send SMS, slow data speeds, No signal ETC): When i start to call someone it will ring for about 2 rings max then will say call failed, txt messages take about 2 mins to send or just fail, data speed dosn't even exist at all most of the time, and im lucky to get 2 bars of service. (this is all inside)

Time of day (AM/PM, times , be specific): Any time of the day inside, just its particularly bad around 8-9 am, and around 4-5pm

How long has it been occurring: ever since ive been on my contract (close to 1 yr now)

Any other Vodafone users identified the same issues?:  Im not sure i don't know anyone else that has vodafone around here

Mobile Device in use: nexus s

Device used for isolation test: xperia x10

How long have you had the device? : got it on contract with vodafone so 1 yr

Any other comments: Is there any other tests which i can do to fix this issue without having to buy a new phone? If so then i want my contract canceled withouth any early exit fee cause im not going to pay more to have a service when i should be able to use the service with a phone you supplyed me in the 1st place.

Thanks for giving us all of the information that Kirsty asked for. Based on the details that you've supplied, the next step is to get our network team to investigate the issues that you're having so that we can see what needs to be done to get this resolved for you.

There are upgrades scheduled for Cameron Park, with new towers being installed across all of our network layers. This work is planned to be completed by December this year and will bring a huge improvement in signal strength (especially indoors) and data speeds.

I'll need to get some more specific information to do this for you, so I've sent you a private message with my contact details. You can get to your private messages here.

Once I've received your email, I will be able to have the investigation done for you as quickly as possible. In the meantime, you may wish to try switching your handset to 2G as an interim measure. This will give you a much more stable signal for calls and texts while I get this sorted out for you. Please let me know if you have any other questions or if there is anything else that I can help you with.

Cheers,

-Bruno.