Network

[lupefevaleaki]

HI There

No one in contact centre has any info abt network update in 2160 I m not asking for LTE only good network so I can make calls from inside my house. As of now I m getting 1 bar inside my house I hv reported this, people I know wanting to move to diff carrier as they don’t know whom to speak to abt this

PLease Help!!!

[Maddie]

Hi lupefevaleaki, 

lupefevaleaki wrote:No one in contact centre has any info abt network update in 2160 I m not asking for LTE only good network so I can make calls from inside my house. As of now I m getting 1 bar inside my house I hv reported this, people I know wanting to move to diff carrier as they don’t know whom to speak to abt this

I'll help you with any queries that you have as essentially I want you to be satisfied with your experience with us. To help you further I'll need to ask you a few questions to get a better understanding of your current situation. 

- How long have you been having issues? It would be great if you could please let me know some more information around what's happening. 

-Can you please place your exact address into our online Coverage Checker and let me know how may dots you see on each row. This will show us how much coverage you should expect to receive at home. 

We no longer offer a list of planned upgrades however you can check for planned coverage in the next three months on our online Coverage Checker. For now I've checked 2160 for you and at present there is nothing showing. 

You deserve to be happy with your service and I don't expect you to wait until upgrades are completed to determine what's happening in your area. From here I can raise a network investigation for you to help get to the bottom of this. To do this it would be great if you could please complete some quick and easy online Troubleshooting here and post back your answers to part III. I'll only ask you to do this once, as it will give us all the information to get the investigation underway. 

I'm confident working together will come to a suitable resolution and I look forward to your reply. 

Thanks, 

Maddie 

[lupefevaleaki]

Thx for your Reply Maddie

I have checked the network site it has one dot for 3g2100 2, 2 dots for 3G850 and 3 dots for 2G network.

I dont have any complaint when i am out the road in Merrylands 2160 but as soon as i come in to apartments i loose all network one bar on my phone most of the time it indicates E next to it. when i made complaint to customer service team they escalated it and network team said there is conjunction on the network and they would fix  it by end of June which i donno what happen no one has followed up or informed me about it.

Not just that even when i m traveling whether it is in train or car hard to have consistent network.

[Dana]

Hi lupefevaleaki,

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lupefevaleaki wrote:

I have checked the network site it has one dot for 3g2100 2, 2 dots for 3G850 and 3 dots for 2G network.

Thanks for popping back into the Community and letting me know that extra information of what you are seeing on the coverage map.  I will be happy to check into what's happening intot the Merrylands area and into the investigation that was conducted for you.

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lupefevaleaki wrote:

I dont have any complaint when i am out the road in Merrylands 2160 but as soon as i come in to apartments i loose all network one bar on my phone most of the time it indicates E next to it. when i made complaint to customer service team they escalated it and network team said there is conjunction on the network and they would fix  it by end of June which i donno what happen no one has followed up or informed me about it.

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It would also be helpful if you could let me know what model handset you are using and I can check which frequencies it is utilising in your location, you can also check this out as well on our Network Coverage and Frequency page.  To follow up on that previous investigation I will need to look into your account and I have sent you a PM so I can grab some details from you.  To access your Private Messages please click on this link.  

If you could include any troubleshooting that you have done in the email that will certainly help me in finding the fastest pathway to get this resolved for you.  Maddie has put the link in the previous post but if you need it again just click here. 

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lupefevaleaki wrote:

Not just that even when i m traveling whether it is in train or car hard to have consistent network.

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I look forward to hearing from you and getting you some consistent coverage.

Cheers,

Dana.

[lupefevaleaki]

HI Guys,

Good to see that this community and social media does assist customer. I did receive Few calls and follow up from Social Media Team to try and resolve my issue. but seems like the Case Manager is on Leave till 13 sep 2012 and vodafone has left the customer to wonder we there be new case manager assigned, how the issue can be resolved, should i have to explained the whole situation again to new case Manager

looking forward to Hear from you guys!!!

Regards

Lomlinder

[Bree]

Hey Lomlinder, 

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lupefevaleaki wrote:

Good to see that this community and social media does assist customer. I did receive Few calls and follow up from Social Media Team to try and resolve my issue. but seems like the Case Manager is on Leave till 13 sep 2012 and vodafone has left the customer to wonder we there be new case manager assigned, how the issue can be resolved, should i have to explained the whole situation again to new case Manager

As Cait has gone on holidays, we will be corresponding with you via email. The only thing that will be any different is that someone else from the team will be in contact with you.

Please continue to email us and we will be in contact with you as soon as possible.

Thank you,

Bree 

[lupefevaleaki]

Hi there guys,

After Bree there was grant who tried to contact me. My bill is now not paid for the last month as billing issue n network is still pending.

I did speak to grant about getting out of my new contract as I have been having all sort of issue since then he is disappeared I have replied to his email and previous email requesting someone to call me still no response.

I very disappointed as case manager keeps changing every second week n issue is still at the same point where Cait left it.

[Bruno]

Hi lupefevaleaki,

lupefevaleaki wrote:

After Bree there was grant who tried to contact me. My bill is now not paid for the last month as billing issue n network is still pending.

I did speak to grant about getting out of my new contract as I have been having all sort of issue since then he is disappeared I have replied to his email and previous email requesting someone to call me still no response.

I can certainly appreciate that this has been an ongoing issue and my priority is to ensure that it is resolved for you as quickly as possible. 

I checked in with Grant and he let me know that he has replied to your email today. Can you please check you inbox and let me know if you have received his reply?

In the meantime, if you have any other questions I would be happy to help you with them.

Cheers,

-Bruno.

[lupefevaleaki]

Hi Bruno,

I have checked Grant's email and offer he has made is unacceptable and hence i havnt replied back to him. I dont want vodafone offering me discounts and credits no more. after 5 months of back and forth with you guys i spend more time trying to call people and explained the whole situation with my bills and network issue again and again all over

Can i please get Manager at social network Team to call me after 5pm weekdays as i have been trying to get this resolved since may 2012

After i have send my last email stating i will be contacting Ombudsman i havnt contacted them yet but seems like i would have no option but to get ombudsman involved.

[James]

Hi there,

lupefevaleaki wrote:

Hi Bruno,

I have checked Grant's email and offer he has made is unacceptable and hence i havnt replied back to him. I dont want vodafone offering me discounts and credits no more. 

We'd like to keep discussing this with you, and I can see that Grant has just sent you a follow up email in regards to your query. If you'd like to get back to us when you can, we'll work with you to find another resolution.

Kind Regards,

James.