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Topic # 13769 28-May-2007 15:23
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Over the past 4 years, I and other people in our area of Whenuapai have had ongoing issues with coverage.  Whilst we are approximately 1km from the local cell site, it is simple way under capacity resulting in lost calls, call breakup and messages taking hours to get to us.

Initially I spent a lot of time calling customer services explaining the problem and asking when the coverage would be improved.  Customer services were always very helpful, entering the complaint in the their database and assuring me that someone would get back to me.  They didn't.  Only one person from Customer Services ever did get back to me.  She totally sympathised with the situation and ended up authorising 6 months refund on our plans and assured me that the coverage problems were being investigated, then...nothing.

Since that time, over 2 years ago, I have had calls from CS doing a standard check up to make sure I was happy with the Vodafone service.  When I tell them the story, they all log it and assure me that someone will get back to me.   They don't.  I am so jaded now that I usualy say, don't bother, you can't actually do anything to help.  One CS rep said she liked a challenge and would get back to me to let me know what would be done.  She never did.

So  I have surmised the following things about Vodafone New Zealand.

1) Vodafone could not give a rats *ss about it's customers.

2) Customer Services have a great database system for logging faults and problems.  At midnight, all complaint databaes are deleted or "lost".  Hey Presto, no more problems.

I an totally cynical about Vodafone.  They have put CS in place to give the appearance of providing the customers, service.  In reality they simple don't care.

If there was an alternative network that allowed global roaming, I'd change like a shot.

Anybody any suggestions on how to actually get Vodafone to do something rather than lip service?

Cheers
Andy

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  Reply # 72529 28-May-2007 15:34
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I stay at Whenuapai quite often and have no issue with coverage or broken calls,

Also broken calls does not mean a capacity issue!




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  Reply # 72530 28-May-2007 15:38
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It depends what time of the day and part of the week you use the Whenuapai cell site.  It is worst during school time and during the week.

This is really about the dead end that is CS.  For all I know, the engineering department have no idea we have ever complained.

Andy




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  Reply # 72541 28-May-2007 16:19
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Whilst I still have issues with Vodafone CS, I have had a fantastic response today from John at Vodafone who responded to my post within minutes.  Apparently, there is 2G blackspot where we are.  Vodafone is aware of it but in reality can't do much.  John suggested 3G may help as the coverage is different.

Thank you John for very quick response and help.  Maybe you should run CS :)

Cheers
Andy



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  Reply # 72569 28-May-2007 19:37
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I'm just across the harbor from whenuapai, I can see some form of cellsite by the boatshed from my window, and yet I still get other sites on my phone, westharbor, te atatu south, glenfield, lincoln, te atatu nth and even kumeu, (occasionally even get beachhaven) so perhaps there is some truth to it if that site is only a 3g one. - clearly not a telecom one since that signal is even worse here in beach haven.




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  Reply # 72576 28-May-2007 21:12
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richms: I'm just across the harbor from whenuapai, I can see some form of cellsite by the boatshed from my window, and yet I still get other sites on my phone, westharbor, te atatu south, glenfield, lincoln, te atatu nth and even kumeu, (occasionally even get beachhaven) so perhaps there is some truth to it if that site is only a 3g one. - clearly not a telecom one since that signal is even worse here in beach haven.


Hi Richms

You are correct (cell info will not work on 3G mode)

The site you are referring to is a 3G WCDMA 2100mhz site only (can be seen off to the left hand side as coming down Greenhithe bridge)



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  Reply # 72593 28-May-2007 22:15
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Thats amazing, since the other side of the house is a complete blackspot for 3g coverage, the vodafone connect card I was using was falling back to gprs, when the only thing in between me and that site was the house.




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  Reply # 72602 28-May-2007 23:07
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That's common, GPRS is just so reliable, it seems to chunk through anything!

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  Reply # 72603 28-May-2007 23:11
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UMTS on 2100MHz suffers MUCH higher attenuation through building structures than GPRS on 900MHz.

Hence the reason why having UMTS on 900MHz might mean that 3G was actually of some use to people in outlying areas -- like me at the Mystery Creek Fieldays Frown

Who knows, after trying Telecom's EVDO Rev, A (thanks to Mauricio), I might never bother with the Vodafone Mobile Data Service again...

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  Reply # 72620 29-May-2007 08:32
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Grant17: UMTS on 2100MHz suffers MUCH higher attenuation through building structures than GPRS on 900MHz.

Hence the reason why having UMTS on 900MHz might mean that 3G was actually of some use to people in outlying areas -- like me at the Mystery Creek Fieldays Frown

Who knows, after trying Telecom's EVDO Rev, A (thanks to Mauricio), I might never bother with the Vodafone Mobile Data Service again...


UMTS/HSDPA on 900mhz is been rolled out now

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  Reply # 72627 29-May-2007 09:21
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johnr:
Grant17: UMTS on 2100MHz suffers MUCH higher attenuation through building structures than GPRS on 900MHz.

Hence the reason why having UMTS on 900MHz might mean that 3G was actually of some use to people in outlying areas -- like me at the Mystery Creek Fieldays Frown

Who knows, after trying Telecom's EVDO Rev, A (thanks to Mauricio), I might never bother with the Vodafone Mobile Data Service again...


UMTS/HSDPA on 900mhz is been rolled out now


Thats great news!! :D

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  Reply # 72677 29-May-2007 14:14
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So where are the sub-$100 handsets that can use these new 3g only sites, or is it only for people that like to blow loads of cash on handsets?




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  Reply # 72700 29-May-2007 15:06
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richms: So where are the sub-$100 handsets that can use these new 3g only sites, or is it only for people that like to blow loads of cash on handsets?


There are no commercially available HSDPA 900MHz handsets available at present. To use 900Mhz WCDMA/HSDPA you will need a new handset, by the end of the year I'd expect expect most new announced handsets to support tri-band 850/900/2100MHz WCDMA networks + quad band 850/900/1800/1900MHz GSM.

The network isn't live anyway, it was a closed trial across several sites which has obviously been expanded to a larger rollout as johnr mentioned.


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