Vodafone Sure Signal

[BenJ]

Hi mstjwebb

Welcome to the eForum!

It sounds like you maybe suffering with a SAC (Service Area Code) issue. I would suggest having a quick read of this thread and sending your details over.

Thanks

BenJ
eForum Team 

[jcurtis]

Well, I left a message on the contact our CEO page and got a call back a day later, which was nice.

A new twist however which I should report to those looking at the issue.  I have put a new SS V2 int my Daughter in Laws house in WA15, which normally has exceedingly poor to non-exitent coverage.  Since putting this in the iPhone users have users have come in and picked up the SS box every time without a problem and had no first time call failure errors.  I can only assume it relates to the very poor coverage in the area, so the phones immediately latch onto the SS box with no alternates available.  Anyway, this box is been working perfectly with iPhone devices for the last week or so.

[scoobyflew]

My Sure Signal was a nighmare to setup earlier this year, took 2 months and a replacement to get it working.

Now, all of a sudden, it's started failing on outgoing calls, again.
It sounds like the SAC problem, but it's been working for 5 months so it can't be that.

I've reset the box half a dozen times.

Can anyone from VF help resolve this problem?

[Lee]

Hi there scoobyflew,

From time to time SAC issues can return to a device if the Service Area Code is updated by the system.

The quickest way for us to check this would be for you to send us an email using the template in the first post in this thread.

I look forward to seeing your email.

Cheers,

Lee

eForum Team

[mstjwebb]

Hi Ben

It is an SAC issue as I said in my first post! I have been through all this before and it took a month to fix it! Mainly because people would not believe what I was telling them and because supposed tech people on the phones had no idea what I was on about!

The same thing is happening again because some muppet has again deleted my postcode from a database somewhere causing my sure signal to stop working. This is a big thread and therefore a big problem! I would like to escalate this problem as high as I can. Can you help me with that? Because unless I get it fixed quick I am taking my business elsewhere. How can I operate a business when I have no outgoing phone for a month at a time?

[Lee]

Hi there mstjwebb,

Many thanks for your post about the SAC issue.

In all fairness it's not a 'muppet' that has changed anything. From time to time the back end systems are updated and the Service Area Code is not amended for an unknown reason. It's my job to help our customers resolve this as quickly as possible.

The easiest way for me to help our customers is for them to follow the template in George's post at the beginning of this thread and contact us.

I submitted a request for another customer to change the SAC yesterday and today I've been emailed to advise it's completed. This is well within the timeframe you've suggested.

I've managed to locate your Sure Signal serial number from previous emails you've sent to us recently and can see you are on the incorrect SAC. I've requested for this to be changed and will update the thread when I've had confirmation the change has been completed.

Cheers,

Lee

eForum Team

[Lee]

Hi mstjwebb,

Update: I've now got a case reference for your SAC issue: INC65586.

I'll update the thread when it's confirmed as changed.

Cheers,

Lee

eForum Team

[psychopomp1]

Hi Lee
Any further news on the call failed error affecting iphone users? Its getting ridiculous now

[BenJ]

Hi psychopomp1

I know how frustrated you feel about this issue, I've said previously that I've been chasing this and that as soon as I have any news that I can share with you that I would. The latest information I have is that our support teams have identified the cause of the issue for the call drops and outgoing issues and are working on a fix for this. I have chased this up to see when this fix will be available or released, however I haven’t received a response back from this. I can only apologise for the delay, I've mentioned that I myself am suffering from this issue so I do know how frustrating it is. 

I promise as soon as I have more information I will let you know.

Thanks

BenJ

eForum Team 

[psychopomp1]

Thanks for update BenJ, at least we now know the cause has been identified, so hopefully a fix won't be too far away.
Cheers :0

[Lee]

Hi mstjwebb,

I've now had confirmation that your SAC has been changed. Can you confirm for me that service has now resumed?

I had the confirmation on Monday but this is my first day in the office this week.

Cheers,

Lee

eForum Team

[dewidaniels]

Lee,

I have the same problem.  I have an iPhone 4 and a Sure Signal.  The first time I dial, I get "Call Failed", then "Call Back" always works. My Sure Signal's serial number is 21230524197.  I'd be happy to supply you with any further details you need to help resolve the problem.

Dewi

[Lee]

Hey dewidaniels,

I've just sent an email in order that we can add you to our investigations.

Kindest regards,

Lee

eForum Team

[dazlicous]

is there a eta when the fix might be rolled out to customers yet

[vinsup]

Lee,

I was contacted by one of your colleagues a few ago regarding some incompatibility issues with VSS and the iPhone. I was then told to wait till those problems are sorted out. I was also told a V2 VSS will be sent out to me which I am still waiting for.

Any update?

[dewidaniels]

Am I the only one to have noticed a dramatic improvement since iOS 4.3.5?

[BenJ]

Hi Guys

Just to let you know we do not have any more information at this moment in time,  we are still passing examples over to our support teams and requesting updates into this issue on a daily basis, as soon as we can share further information with you I will. 

Hi vinsup,

It was me you spoke to  

We are currently having a stock issue with the Sure Signal 2, I have put it in my diary to chase this up and get this resolved for you I've just seen that Lee last replied to your email confirming there is a delay due to stock. I can also confirm that the investigation into the iPhone issues is still on.

Thanks

BenJ
eForum Team

[vinsup]

Thanks BenJ. Glad to know that you guys haven't forgotten me. 

[vinsup]

BenJ / Mods

I received the new V2 VSS today. Thanks. I connected the device as suggested and also spoke to one of your second line Tech Support guys. He guided me through the setup / replacement procedure of VSS. He has now asked me to wait for 24 hours before the new VSS can kick in.

I asked him if the 'baseband issue' of ithe Phone with the VSS has been resolved, he told me very categorically that 'there has never been any issue with the interoperability of an iPhone with the VSS'. I tried telling him that this problem was identified and acknowledged by one of your own team members, but he kept repeating the same message. Not sure what to make of it.

Can we get an update on this issue please? Thanks.

[SWANENGRG]

So does the V2 SS fix this iPhone issue & if so, where is mine & all the others please?

Just how long should we be expected to wait for this issue to be resolved?