Vodafone Sure Signal

[Sarie]

I'm at university so I live on campus in halls. In my room, I just use my laptop but the internet is provided by the university. When I first got the Sure Signal, I gave them the MAC@ so they would allow the connection.

Ping Test Results:

Packet Loss: Unable to test

Ping: 10ms

Jitter: 1ms

Line Quality: B*

Server: Milton Keynes, Distance: ~100mi

ISP: University of Bath, 4.2/5

[Lee]

Hi Sarie,

Thanks for coming back to us with those ping tests.

Having had a look at your Sure Signal I can see it connected to our servers yesterday afternoon at 15:48. If the issue is still present then could you please reset your router and if that makes no difference try the VSS in another location away from campus?

If the attempt away from campus works then there's an issue with the connection locally and you'll need to speak with the IT department in order to rectify the issue.

Cheers,

Lee

[Sarie]

The issue is still present even after resetting.

There's no other location I can try since I live on campus and I won't be going home for a few weeks. I spoke to the IT department about it and they said that there have been no changes to the service and there are no problems this end.

It's been over a month now..!

[ash53]

Hi Dave,

I seem to have given you my Iphone serial no.......!
SS Serial No is - 40111649477

I have, since my last forum post requested a new sim card as phone doesnt seem to pick up 3G signal anywhere other than in the house whilst connected to SS.
as prev post, Phone still picks up full 3G sig whilst connected to SS, with inactive service.

Thanks,

Ash

[Lee]

Hey guys,

Thanks for updating the thread for me.

@ Sarie - cheers for checking with the IT department at university. I can see your VSS is still connecting to our servers. Tell me; are outbound calls and texts also affected? If so then I've sent you a private message which will give you the options for getting in touch with our team.

You can find your PM Inbox at the link provided

@ ash53 - I've also checked your VSS and it's also connecting to our servers regularly. I can however see that your unit has been flagged for a resynchronisation so I've forced this through for you. Could you factory reset the VSS for me and let me know if the issue persists?

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come back on or flash, release the reset button
• The VSS should come online within the hour

Cheers to you both,

Lee

[Sarie]

Ok so now when I make calls using VSS, it connects but I can't hear what the other person is saying and they can't hear what I'm saying so it's just silent.

I've read the private message and tried using the contact form but unsurprisingly, "the service is unavailable". Apparently you're working as fast as you can to solve the issue and hope to restore the service soon...

You said if I'm unable to access the Contact Us form, to email a number you can call me on. I can't receive calls and it's the only phone I have so it's not really possible.

Is there a direct number I can call to sort this out without waiting forever? Obviously I can only do this away from the VSS and in another building since my whole accommodation block has no service from Vodafone.

[Sarie]

Update: This evening, my calls just kept displaying 'Call Failed'. However, I just tried it again and my outgoing calls are working now. Outgoing texts are also fine but I still cannot receive incoming calls or texts and the contact form still isn't working.

[Wayne]

Hi Sarie

I’m afraid we do not have a direct number. The only other way of doing this would be to either, call 191 and speak to our Tech team, or give us a time that we can call you. Give us a time frame, not a specific time, just in case we’re unable to call at that time.

Thanks

Wayne

[hanoxford]

Hi

I am experiencing this problem - I have a full signal and can make calls, but can't receive calls or text messages. This has been happening for the last few days I think, but it's hard to tell as everything looks normal. I spoke to 191 yesterday and they sent me a test message which I received straightaway, but I'm still not getting anything from anyone else (I've tested a few times), and when you call the number it goes straight to voicemail.

My sure signal serial no is 40110912645 - its the older version (bought May 2011). Mobile is an HTC Wildfire, on BT Vision, download speed is 3.20 mbps, upload 0.72 mpbs. Power light is on and system light is on.

Please help! Thanks.

[Catty]

Like most others on this thread, I can not receive text messages, although strangely I can send them ok. This has been over the past few days. The correct lights are showing on the Suresignal, and I have all bars up on my phone. Suresignal serial number is 21230230522, registered on 16.1.11. My phone is an HTC Wildfire. I don't often make calls and even less often receive them, but having tested to see what happens, if I dial my mobile phone I get a woman's voice saying leave a message. My friends are nagging me to get on to Vodafone to find out why I can't receive their text messages, so here I am. Any useful tips to get things working properly again? Thanks in anticipation.

[mattyboy7110]

Hi,

My SureSignal is showing exactly the same problem, serial number 21227825490. Every time I try it I can't receive calls or text messages. It's been happening now for about a week.

I've tried resetting the device but that's made no difference and it's been working fine up until last week. Please take a look to see if it's something you can fix at your end.

Thanks

[hanoxford]

Hi again - this seems to be a common problem, I'd really appreciate if someone could let us know if this is at least being looked at? Any updates at all would be welcome. Thanks.

[mfmfgb]

Hi there

I am also having the same problem.

Has been like it for over a week now.

Vodafone, please sort this out.

Thanks. Mark

[Matt]

Hi mfmfgb

You have already posted this and it can be found here

As soon as an advisor is available they will be along to help

Thanks
Matt
Moderator

[Sarie]

The problem on this thread is different to the one you posted.

I had to phone Vodafone and go through 2 people until I could speak to the manager. Apparently if resetting or a re-sync does not work, the next step is to try the Sure SIgnal device in another location using a different internet connection. Extremely inconvenient for me seeing as I am living at university. Eventually after a lot of complaining, I am being sent a new Sure Signal device. Hope this solves the problem...

[Rbcoms]

Hi Tech Team, I am also experiencing the same problems, I have 2 VF handsets, an iPhone 4s connected to the VSS and a non-3G Nokia which cannot connect. When connected to the VSS I have full 3G signal on the 4S and can make calls and send texts no problem, but when I call it goes straight to voicemail, and text messages do not come through. If i disconnect the VSS then I can receive calls and texts as normal but have poor signal. Non 3G Nokia works fine all the time (when signal is ok) VSS serial is 40113102673 Speed check is 2.11 d/l, 0.93 u/l and 34ms ping. I have tried a hard reset on the VSS but with no joy. Please advise on my next option(s). Thanks

[hanoxford]

Hi Matt

This is a different problem - please don't close this thread as the problem is definitely not resolved for me. I've been experiencing this for over a week now and have had no help from Vodafone to fix this. I'm sure you can appreciate how frustrating this is for us. Please can someone contact me soon with a solution.

Thanks

Hannah

[Catty]

Hi...
Ditto 'hanoxford' in post above. Not solved yet for me either. Please can someone advise what we have to do to get this problem sorted? Is anyone working on a solution?

[Sarie]

Believe me, I know how frustrating it is as I've had this problem for well over a month now and this forum hasn't really been any help. I wonder if the staff even read these posts properly as they seem to come out with generic responses and repeat each other.

The best thing to do is probably call Vodafone yourself as it takes ages to get a reply on here.

[hanoxford]

Thanks Sarie. I'm posting again so this gets bumped up to the top of the list again - hopefully someone will take notice soon! I will be calling Vodafone customer services again tonight, they don't seem to know much about Sure Signal though. Any tips from other users welcome! Thanks.