Retrieving my connection data from Vodafone

[Deleted User]

Hi,
Trying to prove to Vodafone (via Ofcom shortly) that I'm not getting the service I'm paying for and that their service is crap where I need them (West London and the West End, not exactly the Highlands).
I know it's not a problem with the SIM card or phone, even though they keep insisting that it is, as I've tried my SIM card in a different phone (continued crap service), a new Vodafone SIM in this phone (continued crap service) and have tried a 3 SIM in this phone (resulting in fast internet service both at home and work).
Every time they've sent me a response, it's the same old "we are sorry that you're having problems with your handset [!], try taking the SIM out and cleaning it" which is thinly-veiled mobile operator code for "go away, it's not our problem, just keep paying your contract".
Therefore, is it possible for me to request that they send me the data relating to the connections to towers that my phone's made over a certain period, to prove that my account keeps losing connection to the network?
I'm pretty sure that they do keep this information as the police can request it, can't they?
So is it available to a pleb like me or only to privileged parties e.g. in the event of a police investigation?
I have taken screenshots of the phone showing a supposed 3G connection with anything between 2 and 5 bars and the notification that "Safari cannot open the page because it is not connected to the Internet" to support my argument.
Basically, I should've stayed with O2's average service instead of Vodafone's non-existent one.
Cheers.

gjchester

Not sure how far you will get. I certainly doubt the police would be involved as they can get network data in the event of investigating a criminal case and at best this is a civil case.

If you had signal in the past and it's gone it could be a mast has gone down and needs repairing but if you've moved orr changed jobs since the contract started you'll be seen as the one who made the change not the network.

The fact you get poor service in another phone does suggest it's the network however you only need to get one bar of signal to be deemed as getting service, No mobile network guarantees service in any set location and certainly not indoors due to local topology,. building contructions and relative lines of sign to a mast .

Good Luck but I think it will be an uphill battle.

thatsean

Even if you did get the data, how would you interpret it? Without wishing to be patronising, do you know how a 3g device behaves when making a data connection?

The main issue you have is that between 2 and 5 bars is service. It might not be very good, or very fast, but the contract you agreed to states that you accept there may be times when you have no service at all, and there you are with 2 bars.

I know that's not what you want to hear, but demanding privileged data from Vodafone about their network isn't going to help you.

Which teams have you spoken to at the network? Have you checked to ensure that there are no network faults near where you are using the device?

[Deleted User]

gjchester wrote: »

Not sure how far you will get. I certainly doubt the police would be involved as they can get network data in the event of investigating a criminal case and at best this is a civil case.

Am not suggesting for one minute that they would, just saying I'm sure the data exists as they request it for cases.
It's not a mast/network issue, I've been arguing with Vodafone since November about the woeful service. The reason I want to get the data is to prove that my phone bounces around all over the place on and off the network layers and even occasionally getting no service on Regent Street.
I've checked Ofcom's finder for cell sites, all well within range, but this is the sort of rubbish I'm dealing with constantly with Vodafone and have been since the start of the contract.
In addition to zero internet connection when alleging 3G, even within 20 yards of the cell location, I also have to put up with the phone(s) bouncing up and down the three network layers before finally settling on the worst one giving me no data connection at all and needing an airplane mode on/off to get '3G' back again. Definitely not a service worth my £36 (and the rest!) per month in two urban locations.
And yes, I have experienced this problem with a different SIM in this phone and this SIM in a different phone. No such problem testing out a 3 SIM in this phone.
I have spoken to customer services, which resulted in "we've checked and there are no network faults, sorry, try cleaning the SIM, turn it off and on again, go away, can't help you". I wrote a letter with numerous complaints in, twice, and both times have had nearly all questions ignored except to say to me they're sorry to hear about my problem with the handset (at no point did I say that in the letters) and why not try out a SureSignal for only £50, no idea how I'm meant to use that while walking about outside. Also no offer to replace the handset despite seeming to think that's what I'm complaining about.
The fact that they've totally ignored most of my letters leads me to think it's time to head off to Ofcom, if not purely to point out that they're being evasive.

spiro

Why did you not put this in your other thread about cancelling the contract?

Vodafone

Hi VTG,

I can certainly appreciate that it's frustrating when you don't have the desired network coverage.

It sounds to me like there must be some sort of fault with the cell site, as you have tried swapping the SIM around and it's not the handset itself.

If there is an issue, we would need to raise it to our networks team. So that we can investigate further, can you send me an email to the address here with WRT135 FAO Heidi in the subject.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

[Deleted User]

Cells don't generally have errors for 6 months.
Don't worry about it, am leaving Vodafone and paying off my break charge by selling the new phone.

Vodafone

Hi VTG,

No problem, if you need any further help then feel free to contact me.

Best wishes,

Heidi
Web Relations Team
Vodafone UK