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Campaign to improve mobile phone reception
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  Campaign to improve mobile phone reception
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clare mckinley
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« on: October 31, 2011, 06:45:00 PM »

The Parish Council asked for views on mobile phone reception in Steeple Aston be be posted to the Forum. Thanks for the responses and the suggestions made.
O2,Orange-TMobile and Vodafone have all agreed that their signals to the village are poor. But they all say that they would consider a booster or new mast ( subject to planning consent) only if they have sufficient evidence of need to make a business case.
The Parish Council have launched a campaign, from November 1 - February 28 to encourage as many frustrated mobile users as possible to complain to their Network Operators. Ideas for points to make can be found in 'Village News' on the website and in the November Steeple Aston Life. Fliers will also be delivered to every household in the village during the three months.
If there is no offer of improvement from the Operators after 12 weeks and we can show a significant number of complaints, then we can go to the regulators. Please encourage your friends and neighbours to complain, not just once but several times, because a series of complaints carries more  'clout' than one-offs. Better still, add the date of each complaint to this thread so that the PC have some idea of the number of complaints which we can take to the regulators.
Many thanks.
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Peter Bell
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« Reply #1 on: November 01, 2011, 09:23:26 PM »

Thanks to the PC for getting this going.
I support the aim of the campaign wholeheartedly, but I'll be honest.
I can't bear the thought of making repeated phone calls to a customer services centre somewhere halfway around the world!
In the case of my provider, Vodafone, I have found a web address from which it's possible to make complaints direct to the appropriate people.
The address is: http://campaigns.vodafone.co.uk/complaints/
(They even promise to call you back on your mobile, which if you live in Steeple Aston is rather a good joke.)
I've submitted my complaint today along the lines you suggest.
If and when I get a reply, I'll post it here.
If I don't get a reply, I'll keep trying!
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Peter Bell
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« Reply #2 on: November 03, 2011, 04:42:09 PM »

Well, well, well.
Vodafone replied to my email complaint about lack of a decent signal within 48 hours.
They tried to call my mobile phone (ha ha) and left a voicemail message (which I only got when I left the village, of course!).
The man in Customer aservices listened carefully to what I said, not only about me but about the problems facing the village
as a whole and the Parish Council campaign.
He preomised to log my complaint with the department that monitors levels of discontent in various areas.
He also emphasised how vital it is for MORE Vodafone customers to get in touch.
(In effect, he admitted that unless lots of us complain, nothing will be done.)
You can email Vodafone using the web address I gave in my earlier post here or phone them on 08700-700191.
Let them have it!
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David Palmer
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« Reply #3 on: November 13, 2011, 10:00:28 PM »

Just to report that I've e-mailed Vodafone to complain about the lack of reception for my pay-as-you-go 'phone. (I have another 'phone on the O2 network which has better - but not great - reception.)
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Peter Higgins
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« Reply #4 on: November 14, 2011, 07:20:29 PM »

Both Harriet and I have called O2 today to complain about our poor mobile reception. We will continue to do so over the next 3 months. Well done the PC for getting this going.
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David Palmer
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« Reply #5 on: November 14, 2011, 09:12:52 PM »

Just to report that I've e-mailed Vodafone to complain about the lack of reception for my pay-as-you-go 'phone. (I have another 'phone on the O2 network which has better - but not great - reception.)

- Following my complaint to Vodafone I received an e-mail claiming:

"I checked the network coverage in your area (OX25 4RT) and could see that there is a variable 2G network in your area. However, you should be able to use the services. I would request you to please perform the hard reset..."

- Needless to say, "the hard reset" made absolutely no difference, and I have submitted another complaint to them. I am particularly incensed that they claim there IS coverage in this area. I can only get a signal by crossing South Side and walking along the farm track past Seven Springs!
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David Palmer
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« Reply #6 on: November 16, 2011, 09:19:08 AM »

Another follow-up from Vodafone. This time we're being told to purchase a "Sure Signal" box to boost reception in our house!

I mention this, only to warn other, potential complainants, of the ways they're likely to be fobbed off - and to note that at least Vodafone are admitting that the network is "variable"...

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I have checked your account and can confirm that the 2G and the 3G network in your area is variable. I request you to purchase the sure signal from the nearest Vodafone store to enhance the signal strength in your house.

As Peter Bell has suggested, we need as many people as possible to contact Vodafone.
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Peter Bell
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« Reply #7 on: November 16, 2011, 05:54:48 PM »

Not entirely sure why I got a personal - and sympathetic - phone call from Vodafone when others only received an email.
I suspect it's because I mentioned in my complaint that dissatisfaction is widespread in the village and that the Parish Council is mounting a campaign.
Others might consider saying the same with their providers. It seems to make them take notice.
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Mel Smith
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« Reply #8 on: November 17, 2011, 04:14:41 PM »

I have also e-mailed Vodophone and the reply was to  purchaes a 3G phone it was just another ploy to save making any improvements to their systems.
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Paul Ekert
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« Reply #9 on: November 19, 2011, 03:05:42 PM »

I can confirm that I have no 3G service anywhere in the village. My service is provided by 02.
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David Kewley
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« Reply #10 on: November 22, 2011, 01:25:30 PM »

I have complained to Vodafone - and have yet to receive a reply. I installed a SureSignal unit (at a cost of £50) in the house last year which means (I believe) that I get mobile reception from Vodafone through the broadband 3g signal. It is probably necessary because the house has very thick stone walls. It works well for my phone and any Vodafone user who visits the house (provided I register them as users - and there is a limit of 5). However that is not the point of this campaign - we should be trying to get the Mobile phone companies to include SA in their full strength coverage everywhere in the village - it has become a social necessity, and, surely, it is part of their obligation as service providers.
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David Kewley
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« Reply #11 on: November 24, 2011, 10:52:02 AM »

I've now had a reply from Vodafone Customer Services who have recognized that "the coverage in your postal code is very limited" and have, as a result, credited my account with the £50 cost of the SureSignal unit that I purchased last year.
I have replied that this is welcome but doesn't in any way meet the issue of adequate mobile phone reception throughout the village.
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Peter Bell
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« Reply #12 on: November 24, 2011, 08:32:12 PM »

We were asked to submit multiple complaints, so I've emailed Vodafone again today.
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Yoni Kinory
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« Reply #13 on: November 25, 2011, 06:22:13 PM »

it has become a social necessity

Why?
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Peter Bell
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« Reply #14 on: November 27, 2011, 01:38:38 PM »

I've now had another phone call from Vodafone in response to my second complaint.
There is no indication that our collective complaints have yet had any impact at all.
It's going to need complaints from many, many more villagers to make a difference.
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