Network

[page123]

Hi, I hardly receive any signals inside my house.  I've been waiting for upgrade (as per advised on your website) since I signed the plan.  The upgrade in this area seems completed already but still I don't see any improvement.  It is very POOR!

[Caitlin]

Hi page123,

page123 wrote:

Hi, I hardly receive any signals inside my house.  I've been waiting for upgrade (as per advised on your website) since I signed the plan.  The upgrade in this area seems completed already but still I don't see any improvement.  

I would really like to work with you to resolve the issues you are facing. I've take a look at our Coverage Checker, which you can view here, and can see that more upgrades are due for the area surrounding you within the next 3 months. You can see where the upgrades will be completed by entering your location and selecting "Planned next 3 months" bad zooming in. Although these upgrades are not directly where you are, they will certainly improve your service by reducing congestion and providing a faster, stronger network.

I'd like to know a little bit more information, just so I can find the best direction for us to head towards to have this resolved for you. What phone are you currently using? Do you find your phone will display "SOS only" mainly at your address or in various other locations? If you test your SIM card in another phone for a few hours, do you find an improvement to your service? 

Thanks,

Cait

[page123]

Hi, thanks for prompt reply.  I've been using iphone 4s since Jan 2012.  It's mainly inside the house that i can't get any signals.  Have tried sim card in other mobile phone and still get the same. 

Kind Regards

[Nick]

Hey Page123,

page123 wrote:

I've been using iphone 4s since Jan 2012.  It's mainly inside the house that i can't get any signals.  Have tried sim card in other mobile phone and still get the same. 

Thanks for the extra information. Because you have the same issue with your SIM in different phones, I'd like to organise for you to chat with our Network Team to see if they can identify any specific network issues.

Are you able to email me through some additional information so I can organise the call? I've sent you a PM with my email address, which you can access by clicking this link.

If you send me through your details, I'll arrange for the Network Team to call you at a time of your choosing.

Let us know if you have any other questions, otherwise, I'll keep an eye out for your email.

Thanks,

Nick

[page123]

hi, i have sent email as per above instruction early this week.  So far, there is no phone calls.  What is going on?  What do they suppose to discuss over the phone?  

[Dana]

Hi page123,

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page123 wrote:

hi, i have sent email as per above instruction early this week.  So far, there is no phone calls.  What is going on?  What do they suppose to discuss over the phone?  

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I'll will be happy to look into it ans find out what is happening with your network investigation.

Sarah replied to your email on Sunday and we just require some extra information before we can proceed with the investigation.  There was a critical piece that was missing that has prevented us from raising the issue to our network team on your behalf.

Once you have responded I or one of the team will raise your request and you should receive a phone call within 5 days from our investigations team.  They will go through some troubleshooting and will advise of some options in regards to your service with us.

If you'd like to respond to Sarah's reply email then I can get the order raised and get some answers to the issues that you are currently facing.

Cheers,

Dana.