Vodafone blog

Dear customers,

We want to ensure that the network experience we provide meets your high expectations for service quality.

We have been working hard to improve the network and build in new capacity, but if you are still experiencing difficulties with your Vodafone service, we would encourage you to contact us on 1555. If you experience any wait time when you contact us, please select the call back option and we will return your call.

Our Technical Support Team in on hand to talk to you about your experiences, take note of your feedback, escalate the issue to our Network Team, when required, and we will consider cases where we may provide you with account credits, where appropriate, to compensate you for any recent inconvenience.

To investigate the issue, our Technical Support team, will ask you for a few quick questions:

• How long have the issues been occurring?
• What location / locations are you experiencing difficulties?
• On what dates and times have the issues occurred?
• What brand and model of handset are you using?

Once we have established this information, here are some of the trouble shooting steps that we will walk you through, which may help to improve your network experience:

• Perform a Manual Network Selection on the handset to confirm we have access from the handset to the network
• Switch the handset off and on to check if this then re-establishes the network connection
• Check for any known network outages or planned work at the locations
• Check the coverage at your reported locations

If the issue is not rectified through the initial troubleshooting it will be raised as a fault for our network team to investigate it further.

Following the investigation by our network team, there will be a number of possible outcomes such as:

• Confirmation that there is an impacted site and a timeframe for when the site is due to be fixed
• There is marginal coverage in the specific area and a timeframe as to when we expect the coverage to improve.
• There is conjestion at the site, which we will seek to alleviate as part of our network capacity upgrades.

If the coverage is not due to improve in the short term, or we cannot suggest a device to improve network performance such as Pocket Wi-Fi or an alternative handset, we will consider a number of options such as the possibility of an account credit until the issue is resolved or releasing you from your contract when an appriopriate resolution cannot be achieved within a reasonable timeframe.

Each individual customer issue can have different symptoms, such as problems with making or receiving calls, dropped calls, delayed text or voicemail messages or slow data speeds, and this is why we need to look at each case individually and provide a suitable solution for that issue. Some issues are quickly solved and some may take slightly longer to resolve. We will do our best to indicate a time frame for resolution of your particular issue.

We have a major network upgrade program underway and the sites that will be upgraded to improve coverage in the first quarter of 2011 will soon be published on this website. We will keep this up to date so you get a better picture of coverage improvements that may be coming soon to your area.

Thank you for your patience as we work through these issues to improve your network experience.

Cormac Hodgkinson
Director of Customer Service & Experience
Vodafone