Vodafone Sure Signal

[davidcjudd]

Had this for two years no problem - now it seems to be cutting out quite regularly as I am getting lights 1 2 & 4 solid but no signal.

serial number VSS21197022912

David Judd

Blackberry Torch

(number removed for customer security)

[Digicom]

@David you have already posted this here

[JesseMoore82]

Hello David,

Firstly have you had any issues with your internet recently? Such as periodic outages, slow speeds etc?

It may be worth running a ping test from a PC one evening.

Start -> "Run (Or search box on Windows 7)" - > Ping google.co.uk -t

A black window will come up with "Reply from X.X.X.X" and will only close if you close it.

Next time your Signal cuts out, look at that Window and see if you get any "Request Timed Out", or "Destination Host Unreachable".

[Middy2000]

Well another 24hrs has passed and still no joy.  Are Vodafone expecting all of our SS to simply jump back into life or are they making a genuine effort to resolve this issue.  I believe it's not the 1st time that mass failure has occurred and it eventually gets traced back a fault within Vodafone somewhere.  Can one of the mods please reassure us that this matter is being taken seriously.

[Digicom]

Can any of the forum staff explain why we are not recieving any answers?

Im not in any way having a go at staff on here as they do a great job and understand that you pass on the info

here and are then given info to pass back on to us here.

Maybe someone from suresignal tech team (as they like to be called) should take look at this thread then post a reply here telling us there isnt a problem! Do they think we have nothing better to than post here regards suresignals not working!

Because they are saying they are 100% sure there are no faults with suresignal because the book they read that tells them how to re-sync a suresignal and does not mention anything else! I spoke to 4 diff people and not 1 of them even had a sure signal n prob dont even no what they look like!

oops sorry i forgot the book has pictures in

Regards

Digi

[davidcjudd]

NO - ALL IS PERFECT APART FROM SURE SIGNAL

[Wayne]

Hi Everyone

Thanks for your post here.

@Digicom, Middy2000 and AndrewSarah. There are no known issues with the Sure Signal unit. Any issues that arise are due to minimum requirements that are not met (download/upload speed and latency) or due to the vast amount of individual configurations of router, and the different setups that go along with them.

With regards to your loss of 3G, I’ll send you a private message with information on how to contact us directly so that we can look into this for you.

You can find your PM inbox here

Thanks

Hi  davidcjudd,

I’m sorry to hear about your problems with your Sure Signal unit. First of all, I would direct you to our Troubleshooting thread. Please go through that and let us know how you get on.

Thanks

Wayne

[JesseMoore82]

Well said Wayne!

Guys you do honestly need to take a step back and take into account what the SureSignal does in order to establish a connection out to Vodafone. VPN passthrough can be very flaky on home routers, I too have had to take steps in order to get mine working.

I have a 14mbit down / 2.1mbit up ADSL2+ with BE Unlimited, I get A+ on my line with pingtest.net (Ping responce of 5ms + 0% Jitter + 0% PAcket Loss).

My router is a cheap and nasty Dlink DIR-614 running DD-WRT as an O/S.

Not surprising my SureSignal works a charm, doesn't cut out or play up.

[pommy]

Hi

I have done what has been suggested and forwarded the 5 ports.  I have an Alcatel - Lucent 9361 Home Cell V2 - V, i belive this is the newer one.  The red light stays on, the circular light with the bars stays on, neither flash.

My phone will not connect to the VSS.  In fact my phone goes through a process of having no signal, low signal, full signal, searching and back to no signal, i do not get a 3g signal at all. 

If i switch off the VSS my signal on my mobile phone remains at low all the time.

I am with SKY broadband and noted on some other message boards that Vodafone have to add your IP address if you are with SKY, not sure if that is still the case, it may only have been IP addresses beginning with a 2.

Not sure if i am in correct Forum either.

Any help gratefully received.

[Digicom]

@Wayne thanks for your reply i have sent email with the requested information.

Regards

@ JesseMoore
Never mind saying take a step back!

I fully understand how suresignal works Ive had suresignal for few years now so dont try imply im thick!

Also have 80mb d/l and 20mb u/l but thats irrelevant!

[Middy2000]

Wayne,

As requested I have provided all my details via the contact form to allow you to contact me further.

To echo DigiComm I have had my SS for 18 months.  During this time it has worked very well.  There have been no changes to any configurations with my router which is a BT HomeHub2.  My configuration I'm sure is very siimilar to thousands of others who don't have to make any special changes, just plug & play.  I even have a spare HomeHub2 which I have tried and no joy with that either.

[JesseMoore82]

@Digicom

In my post it was not my intention to accuse anyone of being "Thick"

Speed is irrelvent if you have a minimum 2mbit/384kbit . There are also other factors to take into account.

[hdavie]

Sorry Wayne - I don't agree

There are several tech-aware respondents here who are reporting over the past few weeks that previously working setups are no longer working.   This strongly suggests a problem at your end with Sure Signal. Maybe you haven't yet worked out what it is, but simply saying its our fault, with no explanation as to how it can be resolved,  is not acceptable

As a technical consultant on communications to major international companies, let me give you some advice - free of charge.  If you seriously imagine that it is a problem at the user end, you should have built into the Sure Signal box some software that reported back the nature of the problem on the communications link, so that you could resolve the problem.  At its very simplest, it could regularly check the data rate, the latency, the error rate etc. It should also report to you automatically when  Sure Signal ceased working, and you could start investigations immediately.   OK - if the comms link is entirely dead, then this would not work - but in the present circumstances it most certainly would - we are  still happily using our Broadband link.

So in response - its your problem,  the response so far on this forum has been completely unprofessional, and many are still waiting for a fix.

I'm hoping that my fix will arrive today - the promised  Sure Signal replacement (after a long telephone session) that failed to arrive yesterday. If it does arrive, I'll let you know if it works - although if you had any decent software in place , you would automatically know that it did, or did not work.

[Digicom]

@ JesseMoore
I already said in my reply my speed is irrelevant!
I have told you i fully understand how suresignal works so please stop telling me theres other factors to take into account.
Your suresignal is working fine and im happy for you but mine is not and hasnt not been for nearly a week now.

[Sarah-P]

Hi

around 2 days ago my sure signal has the correct lights on but i cannot connect using 3G

after reading various posts it seems im not alone with this problem

[hdavie]

Just for a moment, I thought that my previous email had finally produced some action. In my email box I have a message telling me that a private message awaits me on eforum. At last I thought, some action. So I hurriedly logged in to find that it was some infantile message indiicating that I had been promoted to the rank of member!  I couldn't care less - even if you wanted to address me as rear admiral. What I want is someone with some technical understanding to investigate and cure a repeatedly reported problem with Sure Signal. Are there any such contacts on this site? Or if not, is there anyone at Vodafone lstening to this site who can bump the problem up to a competent level?

[hdavie]

The good news - Vodafone delivered a replacement Sure Signal Version 2 Box (to replace my version1 box)

The bad news - it doesn't connect

So back onto a chatline, then a telephone conversation with Technical support 

They were insistent that the problem needed to be checked with my Internet Provider, and they supplied me with the questions.

They did not seem to be particularly interested in my responses - so I have done as directed - and now await a response from Orange who manage my Broadband over a BT link. I find it near incomprehensible that Vodafone are incapable of checking out my Broadband Link by interrogating the Sure Signal Box.

I suspect the correct solution is to find another phone provider who can supply a 3G signal at my home. 

[hdavie]

mea culpa - In my haste to test the replacement, I forgot about the need to register it (and deregister the returned unit).

Once I registered it, it started to download, and after some hours, it finally sprang into life. I now have a functioning Sure Signal (version 2) Box.

So what was the problem with the original Sure Signal (Version 1) Box which had worked for about a year? Clearly not a Broadband Link  problem  - otherwise the replacement would not have worked.  So I suppose that it was a faulty Sure Signal Box - but then why are there so many respondents complaining of the same problem around the same time? Have the Sure Signal Version 1 Boxes all decided to breakdown at the same time? That seems unlikely. Or has Vodafone carried out some "upgrade" that has affected the Version 1 Boxes?  I don't suppose we will ever be told.  But to all of those of you  still without a Signal - it might be worthwhile asking for a replacement..

[Middy2000]

If only I could ring up to arrange a replacement! Have to do it later when I go to work as not only do I not get 3g - the words emergency calls only is currently my phones favourite saying.

[Middy2000]

Well by positioning myself in the garage of all places I managed to ring and it doesn't get any better.  After plumping for the having trouble with your phone option I got put through to the call centre.  After speaking to somebody who's English was very poor and had to ask for clarification of everything I said it became blatantly obvious she had never ever heard of a sure signal box and said she would put me through to a techinical dept.  After going on hold for 10 seconds the call was terminated.

I rang back and opted for the thinking of leaving Vodafone option.  Again got put through to a call centre and having explained my issue was put through to the technical dept.  After a couple of minutes on hold the phone was answered......Guess what.......Vodafone are having technical problems and therefore cannot access any accounts so can't help me.  I was advised to ring back in a couple of hours, no offer to take my details just to ring back.

Are there any of the moderators here that can intervene? It seems to have gone quiet from them, gave them details as requested via PM yesterday but nothing appears to have come of it.