Vodafone Sure Signal

[BenJ]

Hi gfendle

Can you let me know your serial number and I will have a look into this for you.

Thanks
BenJ
eForum Team 

[gfendle]

BenJ: here, or privately?

[rob3535]

Ben I detailed my issues with call failing on first attempt earlier in the forum. Lee said he was taking ownership after Toby in technical support seemed to be at a loss as to why this was happening despite new sure signals new iPhones and sim cards. Lee didn't ask for my serial number and I am concerned that yet again this issue is not being taken seriously. Please could you update me on my own situation.

Thanks Rob

[gfendle]

Actually, thanks for jogging my memory, Rob.

BenJ: I supplied those details TWELVE DAYS ago.

How about an update. Or at the very least, the truth about whether or not there's been the slightest bit of progress on this issue or not.

I'd like an official update on the status of the investigation, please. I'd also rather it wasn't second or third hand, so if you can't do that please give me a contact and a number to call.

[rob3535]

No problem Glenn. Lee/Ben my sure signal serial number is 40111324394. Please can someone get back to me.Ownership should mean just that. Im trying to be as diplomatic as possible but from day 1 I have been given the run around from Vodafone One Net, Vodafone 2nd line technical support as well as the mods in this forum. To think how many calls I have made for support with this matter, for forking out twice on the old and new sure signal something really needs to be done. I have been as patient as I'm not prepared to let this continue...I work from home where the blackspot is. I only moved to Vodafone as they are the only network that "provide a solution to blackspots" according to adverts all over the place. A response Lee/Ben or George seems pretty reasonable ?? 

Thanks in advance,

Rob

[BenJ]

Hi rob3535

I can appreciate where you’re coming from on this. I've just checked and can see that you’re an iPhone user suffering from call failed issues and dropped calls. This issue is currently under investigation. Both me and Lee are taking ownership of this issue and have been chasing and liaising with our support teams with this. Your concerns are being taken seriously and I will be chasing this up for you again today.

Did Lee send you an email? I have resent this just in case you never received the original email, if you could fill in the details I'll make sure our support team have them.

Thanks
BenJ
eForum Team

[rob3535]

Hi Ben,

Thank you for your reply. I haven't received an email from Lee but have just received your one which I will fill in again. Toby at tech support should have had all these details but I will send them in again shortly. Thanks Rob

[BenJ]

Hi gfendle

I have been chasing this for quite some time and can appreciate that you would like to know what is going on.

As soon as I have any information I will let you all know. I know this is really frustrating and that I am repeating myself but I would like to assure you I want to resolve this issue as soon as possible for you all. As an iPhone Sure Signal user I myself have this problem and know its annoying and would like to get this fixed as quickly as we can.

Thanks
BenJ
eForum Team

[rob3535]

Ben could you please email me to confirm you and Lee received the email I sent you in reply to your email?

Thanks Rob

[rob3535]

Ben/Lee I have not heard back from either of you after emailing you the requested information. Please can you update me.

Thanks Rob

[Lee]

Hi there rob3535,

Many thanks for the information. I can confirm we have received your email and that all the information you have provided has been passed on to our investigating teams.

As soon as I have any information I'll be sure to share it with the forum.

Kindest regards,

Lee

eForum Team

[psychopomp1]

BenJ/Lee,

Since it appears to be taking weeks and weeks and weeks to resolve this, its very clear that your support team don't know how to resolve this issue. Why can't your investigating team simply roll back the firmware on the SS to solve this (albeit as a temporary solution)? My understanding is that this issue di not occur on the previous firmware version. 

[Lee]

Hey psychopomp1,

Many thanks for your post.

I've asked about rolling back the firmware and have been advised this is impossible to do, unfortunately.

Sorry,

Lee

eForum Team

[jcurtis]

Quick update to this issue.

Picked up my iPhone this morning, to find it using the SS box which it hadn't the previous day, despite being within 20 feet of it.  Called Voice Mail, the call failed, second call did go through.  Just received a call from someone who said they had been trying to get me for the last hour or so, they got either direct to VM or one ring then a call failed at their end - I got nothing.  Just after the call I checked the field test mode (and the SS lights) to find I was back on the local tower.  Which probably explains why I actually received the call.

This is isn't just bad and embarrassing for Vodafone but close to the SS product breaching ASA and Trading Standards laws.

[psychopomp1]

Hi BenJ

A week or so ago you said this issue was very close to being resolved....so any news?

Cheers

[SWANENGRG]

As above. This is plain stupid now. How can a company as big as Vodafone treat people in this way?

What is being done to fix this issue?

[BenJ]

Hi Guys

I have been out of the business since last Tuesday, however I did have this on my list to chase up yesterday. I did send an email however I still do not have anything further to share with you all about this issue other than the investigation is still ongoing.

I know how frustrating this is I keep saying the same things and I can only apologise for this however I am eager to get this fixed (mainly so I can speak to my mother without walking down the road, I’m sure by now my neighbours think I’m mental walking down the street talking to myself on hands free).

Thanks for your patience

BenJ
eForum Team 

[gfendle]

---

James_Mitchell wrote:

Contact Guy Laurence's office  (Vodafone UK's CEO) here as the more people that complain , the sooner Vodafone will get off their backside and sort this out.

Mind you after I sent them a comment about my useless SS box the other week, that office ignored me so that really does go to show that Vodafone UK don't give a flying ###### about their customers.

---

That's what I'm going to do now. 

My contract is up today, so I'll be asking him for one good reason - any member of staff please feel free to chip in here too - why I should stay with Vodafone given this and other fiascos (including outright lies about services and marketing) any longer.

I'm willing to bet money that nobody can come up with one.

This latest nonsense is, frankly, beyond the pale, and smacks of at least two instances in the past - and can be referred to here assuming the posts are still available - where the problem goes on for an extended period of time before eventually Vodafone will blame somebody else, stop answering questions or simply move the goal posts.

[billbaggins]

I think it may be a slow handshake problem, happens every time I make an outgoing call, redial goes straight through. 

[mstjwebb]

Well my Sure signal has failed for the second time giving exactly the same symtoms as before ie no registered phone is able to make outgoing calls but incoming work fine.

Last time it took more than a month start to finish to get my postcode re=registered and my sure signal working again.

If it takes that long this time my business is going elsewhere.

It is obvious that my postcode has been removed once again during the recent "maintenance" of the system.

Please god give me patience!