Signal problems with Orange

ShaunInLeeds

Hey

I'm wondering if anyone else has been in the same situation as me or can offer some advice on a problem I'm having with Orange.

I recently moved into a new flat in the city centre, I've not had the best of signals at the flat despite being in a central location, and can often be down to 1 bar. The quality of calls can be bad which means i have to move around the flat, but i can always get a signal usually so it doesn't bother me that much, and can text, use the net etc all the time without a problem.

However, In the last week I've had major problems getting a signal fullstop (only at home). 9 times out of 10 my phone is "Searching.." or displaying "No Service". On the occassion I can get a signal it is barely getting 1 or 2 bars, which only holds for a few minutes then goes again, and can't get 3G at all right now. A friend of mine is also with Orange and has trouble keeping a signal as well. I've not dropped the phone etc this has happened out of the blue.

I phoned Orange at the weekend to explain the problem.
The advisor took my postcode and then called me back 10 minutes later after speaking to the network team.
She told me that there was a network problem with the mast in the area and would be fixed later this week, which I thought fine.

Then it occured to me that when I come out of the building i get a full 3G signal straight away, outside is fine. When I enter the building, i get 1 bar and then as i go upstairs to the flat i lose signal altogether, the signal is very random as soon as you enter the building.

I was happy to believe that there was a problem with the mast but surely I'm hitting the same mast when I'm downstairs as well as when i'm up. I'm really hoping that the woman wasn't just fobbing me off.

Time will tell I suppose, she told me that there was work being carried out tomorrow, 5th May....

Anyway, if after tomorrow there is still a problem, I'm beginning to think that it's a blind spot in the building that isn't picking up signals very well.


Has anybody else moved into a new property and had problems keeping a signal? what are my rights as i am in a contract? I am not getting a consistent service.

i understand that the building might be a factor but then that's not my fault.

There is not a problem with the phone, I get good signals when I leave the flat but proving this problem to Orange might turn into a tit for tat I can just feel now!

I'm hoping tomorrow Orange ARE doing some work on the local mast but judging by non issues im getting outside of the flat, I'm abit confused with it all.

Thanks

Shaun

DarkConvict

I recently moved into a new flat in the city centre

Your rights are basically none. You made the decision to move from the address you took out the contract, so the operator is not liable for your choice to move to an area with poor signal. You will not be able to stop the contract, although you maybe able to drop a tariff.

i understand that the building might be a factor but then that's not my fault.

^^ Its not your fault the building blocks mobile frequencies, damn the laws of physics and all. But you decided to move into the building, so it is your fault you have poor reception because you didn't check it out before moving.

Then it occured to me that when I come out of the building i get a full 3G signal straight away

You mention 3G signal improves.

An issue with 3G handsets is it prefers a weak 3G signal over a strong 2G signal. Try putting your phone onto GSM mode so that it uses only 2G. You may find you get better reception.

gjchester

ShaunInLeeds wrote: »

Has anybody else moved into a new property and had problems keeping a signal? what are my rights as i am in a contract? I am not getting a consistent service.

i understand that the building might be a factor but then that's not my fault.

As has been said you chose to move so there is little grounds to cancel.

Asl no mobile company will guarantee indoor coverage. the building construction is too variable. If it's a concrete block with steel rebar in it's core then it's acting as a large a faraday cage. The fact you get a good signal outside means theres nothing wrong with the coverage, just the building you are in.

No mobile co can be expected to provide coverage in all condititions so you are pretty much stuck with the service you have and very little recourse to it legally. The mobile company is providing you with the service you are paying for, it's just your choice of home that is limiting the ability to use the service.

bubblesmoney

ShaunInLeeds wrote: »

Hey

I'm wondering if anyone else has been in the same situation as me or can offer some advice on a problem I'm having with Orange.

I recently moved into a new flat in the city centre, I've not had the best of signals at the flat despite being in a central location, and can often be down to 1 bar. The quality of calls can be bad which means i have to move around the flat, but i can always get a signal usually so it doesn't bother me that much, and can text, use the net etc all the time without a problem.

However, In the last week I've had major problems getting a signal fullstop (only at home). 9 times out of 10 my phone is "Searching.." or displaying "No Service". On the occassion I can get a signal it is barely getting 1 or 2 bars, which only holds for a few minutes then goes again, and can't get 3G at all right now. A friend of mine is also with Orange and has trouble keeping a signal as well. I've not dropped the phone etc this has happened out of the blue.

I phoned Orange at the weekend to explain the problem.
The advisor took my postcode and then called me back 10 minutes later after speaking to the network team.
She told me that there was a network problem with the mast in the area and would be fixed later this week, which I thought fine.

Then it occured to me that when I come out of the building i get a full 3G signal straight away, outside is fine. When I enter the building, i get 1 bar and then as i go upstairs to the flat i lose signal altogether, the signal is very random as soon as you enter the building.

I was happy to believe that there was a problem with the mast but surely I'm hitting the same mast when I'm downstairs as well as when i'm up. I'm really hoping that the woman wasn't just fobbing me off.

Time will tell I suppose, she told me that there was work being carried out tomorrow, 5th May....

Anyway, if after tomorrow there is still a problem, I'm beginning to think that it's a blind spot in the building that isn't picking up signals very well.


Has anybody else moved into a new property and had problems keeping a signal? what are my rights as i am in a contract? I am not getting a consistent service.

i understand that the building might be a factor but then that's not my fault.

There is not a problem with the phone, I get good signals when I leave the flat but proving this problem to Orange might turn into a tit for tat I can just feel now!

I'm hoping tomorrow Orange ARE doing some work on the local mast but judging by non issues im getting outside of the flat, I'm abit confused with it all.

Thanks

Shaun

even if the problem is permanent, you are lucky you are with orange (and for vodafone customers too) as you have a work around option till the end of your contract. see my prev post on this link http://forums.moneysavingexpert.com/showpost.php?p=32209755&postcount=4 hope this option helps you. best of luck

if it is the building that is the problem then it will affect all networks, so you are better off with networks that have work around solutions like orange and vodafone presently have. i have told three network that they need to have such options for customers as well to improve customer experience but dont know if they will do something about my suggestion to them.

jones.ci

The first couple of posts seem to ignore the actual issue here - i.e. the apparent deterioration of signal.

ShaunInLeeds says he phone was working one week, albeit with poor signal, but then this changed to almost not working at all more recently. I doubt this is due to his building suddenly changing its internal structure. The problem (if one exists - confirmation bias is a !!!!!) must be the source of the signal.

Orange have acknowledged they have a problem their end. Hopefully them fixing it will solve the problem. If they can't, they may be sympathetic their issue caused a loss of service to the customer.

However, I have no idea where you stand with your contract. Does the address you were at when you took the contract out matter? I would guess it does, but I have no idea.

jones.ci

One other thing to consider - you haven't just installed some new electrical appliance(s) in your flat? Interference between electrical stuff isn't uncommon, but I don't know what could affect phones specifically.

gjchester

jones.ci wrote: »

The first couple of posts seem to ignore the actual issue here - i.e. the apparent deterioration of signal.

ShaunInLeeds says he phone was working one week, albeit with poor signal, but then this changed to almost not working at all more recently. I doubt this is due to his building suddenly changing its internal structure. The problem (if one exists - confirmation bias is a !!!!!) must be the source of the signal.

But he also says that he gets full signal as soon as he leaves the building suggesting it is building related.

Three's T&C say

3.1.2 the quality of our Services may not be at its best inside buildings or below ground

It could be new electrical hardware in the flat, or a flat close by, or even in the building across the street that is masking the signal and causing it to move to another mast. This could be true especialy in a town centre where the buildings may shield or reflect the signal so the nearest mast may not be the one in use. It could also be there s a pico cell somewhere, the building front door is near it but his flat is out of the range of it.

DarkConvict

The first couple of posts seem to ignore the actual issue here - i.e. the apparent deterioration of signal.

But since he has moved address, this won't make any difference on grounds to cancel the contract even if it is a network mast failure. No signal or reducing signal in a new address is going to be excluding for the reasons to cancel.
Many problems can cause poor signal as already mentioned, buildings mainly (especially flats due to steel construction) and other electrical equipment are the main causes.

As I mentioned if 3G is an issue, try using just 2G instead, this works for many people as 2G is generally more available than 3G signals.