Problems with Vodafone coverage in the Coldstream area are continuing, months after the company thought they were resolved, and now BT has been called in to see if they can find a solution.
A similar situation happened in October last year with Vodafone customers unable to make or take calls or send or receive messages on their phones for a number of weeks due to what the network described as a “third party fault” with the connection to the town.
Vodafone’s mast is situated on top of the Eildon Centre and the loss of service last year was said to have been caused by a synchronisation fault with the BT equipment linking the mast into the network.
Things settled down for a few months but towards the end of April Vodafone customers were once again on the phone - their landlines as they couldn’t get a signal on their mobiles - complaining to Vodafone.
Vodafone’s standard reply reads: “I have checked network coverage in your area, there is a technical issue regarding network in your area, however our technical team is looking at the issue and would be resolved as soon as possible. I assure you that the network will be proper and you will be able to access in a proper manner. We will be happy to have your feedback after one week and trust that it will be positive.”
However, Vodafone are unlikely to be “happy” with the feedback from some Coldstream customers.
Coldstream resident Malcolm Campbell is far from amused and wrote to Vodafone: “That’s not good enough! I still have no signal, your technical team may be looking at it but I want them to fix it,
“I have had no signal since April 28 and there is none today (Friday, May 6). I don’t want a service in a week’s time I am paying for a service that I am not getting - it’s not bloody good enough.
“There has never been a problem with Orange or T Moblie or any of the others JUST vodafone.
“I try the helpline but it’s too busy; I presume it’s busy with all the people phoning up to complain about your crap service.
“I have been to the mast and there is no one there trying to fix it and I know you will tell me that they are trying to fix it remotely - it’s more like there’s a remote chance of me having a signal this side of Christmas.”
Local MSP and Coldstream resident John Lamont has been contacted by residents and businesses affected by the lack of coverage, and said: “After being told that this problem had been sorted last year, it is extremely disappointing that we are in the same situation only a few months later.
“As each day goes by without this problem being sorted, residents are getting increasingly frustrated with Vodafone’s attitude to their customers. I have been in contact with senior Vodafone managers to make clear to them just how strongly the community feels about this.
“As well as affecting residents in the town, it is also causing major problems for local businesses, many of which rely on being able to communicate with their customers.
John added: “I understand that BT have now been called in to help find a solution and I will be working closely with both companies to find a speedy resolution to the issue.”
“It is little wonder that customers are leaving Vodafone in droves.”
A spokesperson for Vodafone said: “We are aware that there have been issues with coverage in Coldstream recently and we do apologise to our customers. We are investigating now and we will put a remedy in place as soon as we possibly can.”