10-12-2010 01:22 PM
Hi all and Vodafone,
Like many others I have yet again awoken this morning to find the Sure Siginal not working .. after many weeks with similar incidents I was hoping that the December maintenance by Vodafine to fix things isn't having any effect whatsoever plus the 2nd line techincal support help desk is either unware of this and/or still blaming ISP's or unit faults.
This week alone (ignoring for the moment the outages on the 10th, 16th, evening of 29th and 30th November) I came back at midday Monday 6th to find the Sure Siginal down .. reset it and left it overnight still out on Tueday .. talked to 2nd line support a couple of times and going throught yet again (!) the ports being open, router ok, ISP questions/answers etc., they then said it must be the device (I didn't believe it and in fact the person themselves hinted that he didn't either!) so they arranged to have a replacement device sent the following day .. awoke the following day (Wed 8th) to discover miraculously all was working again without any intervention or box swaps so was instructed when I called to check to refuse the new box as it wasn't a box issue .. therefore must be service/server issue now fixed at Vodafone network.
Working from Wednesday morning then till awoke this morning to find, like others, that it's down again! Nothing changed here in relation anything (ISP, router, etc) as it was yet again overnight and still awaiting a call back from 3rd line tech support after talking with 2nd line tech support again.
In previous weeks when this sort of thing was happening and no-one was admitting it was Vodafone issue at there end initially there was talk of user efforts to escalate this to Watchdog, press, etc., .. I feel as a user community we have do something as Vodafone are consitantly ignoring customers problems especially in terms of being open and upfront about causes of these outages that no matter what is claimed can only be from their side due to it both affecting many users at the same times but also due to the "suddenly starts working" aspect of no local changes.
Vodafone - do you have any response?
Other customers like me - what do you all think?
10-12-2010 01:28 PM
I fully support you on this. As customers (or should that be suckers) we need to unite and demand that Vodafone start supplying the service that we are paying for. If the means bring in the media then so be it. Hopefully Vodafone will wake up in time to realise what a public relations disaster their poor service is creating and start doing more than make empty promises.
10-12-2010 02:31 PM
As i stated in my previous reply its now pretty obvious that vodafone have a problem thats affecting quite a few suresignal users so i wonder how long it will be before vodafone open there eyes and agree this is there problem and stop blaming other isp,s etc and sort this problem!
Maybe the suresignal tech guys should try reading these posts then they it may sink in that were not wasting our time by getting told useless info by there support team that has no chance of even fixing this as we have nothing to fix the problem is at vodafone!
Come on guys sort this out please!
10-12-2010 03:01 PM - edited 10-12-2010 03:05 PM
I'm joining the club.... LED 1 on, LED 2 flashing.
New installation - Never worked
Router: Netgear DG834, ISP: BT (PPPoA), MTU: 1500.
Step taken so far:
- Forwarded incoming ports.
- Reset SS (20 sec reset + power cycle): LED 1,2,3 on + LED 1,3 on + LED 2 on cycle for 20-30 min then back to square one...
- Noticed ICMP traffic from SS to:
188.8.131.52 Reverse DNS: portal.lucent.com and 184.108.40.206 Reverse DNS: no records - address in BT allocated range.
- Now the only traffic is to 220.127.116.11:4500
I'm happy to put an hub between the SS and router to do a pcap of traffic following a new reset tonight but 1) Is there any point 2) Any contact at Vodafone to upload/send the pcap and able to anaylse it?
Already asked question regarding the ICMP traffic but didn't get a reply (just welocme message and thread locked).
As network security analyst myself, I'm happy to help/provide Voda any capture / info / test to get this issue progressed/resolved.
10-12-2010 03:12 PM
Thank you all for posting, I can understand how frustrating this issue must be. At present, we're not aware of any general outages, however we would like to look into why so many of you have reported issues today.
If you're still experiencing these symptoms then please let me know your Sure Signal Serial number so that I can pass it onto the Sure Signal team for investigation.
10-12-2010 03:24 PM - edited 10-12-2010 03:36 PM
was just thinking the same b8t serials
George thanks for the reply but i have had over 10 people from suresignal support and 2 from 2nd line support all looking at this problem all week and they carnt find anything wrong and blame my isp typical as i already stated they have de registared and re registared my sure sure signal 7 times this week god knows why lol also i was promised a call back faithfully @ 3pm today from second line support n guess what nobody called
Maybe i should pop round to vodafones call centre as it only 500yrds away from my house n say get this workin!
10-12-2010 04:12 PM
Add me to the list as well. SS been working since I received in months ago, now suddenly not working for nearly 48 hours now with 1st light solid, second light flashing.
My SS serial number is 21196986497
Reading the posts it is clear that there is an issue at the Vodafone end an I for one would like to know what steps are being taken to rectify this. I sent an email to support 2 days ago and I have not had a response yet. Appalling service.
10-12-2010 04:17 PM
hi i'm having the same problem the power light is on solid and the @ is flashing slowly i have reset it and de registered it and re registered it the serial number is 21197002583 any help would be great thanks
10-12-2010 04:50 PM
I have had my sure signal 3 days now- it has not worked during this period. same as everybody else. light 1 on and @ light flashing. I have a sagem sky broadband router. i phoned vodafone who text me the ports that need opening on my router- 50/123/500/8/4500. i then phoned sky and they wouldnt open these ports due to 'security risks' so i have managed to open the ports myself using the reccommendation on here (portforwarding.com)- still no joy.
VODAFONE- SORT THIS OUT ASAP!!
my serial number for my ss is 21229340878
10-12-2010 05:21 PM
My sure signals serial number is 21227749195 - looking at all of these posts it seems as if you've got an internal issue that can't be resolved by various different internet providers!
10-12-2010 05:24 PM
Just spent last 30 mins speakin to second line support, and was advised that this problem may take days to sort out as they have had no glabal accounement to confirm there is a problem with certain suresignal but i was advised they are now aware that there is a problem and told me i just have to wait untill untill it is resolved and to keep rining back every day to check on progress!
Also i pointed out i had been telling them there was problem all week and also suggested to him that he shud read the posts in here regarding these issues, sum how i dont think he will look at posts lol
10-12-2010 05:39 PM
Sadly I have experienced very unreliable service from my sure signal over the last 10 months and am VERY disappointed with Vodafone response on the several occasions I have rung for help. I have had to deal with inexperienced technical support evry time, all very quick to blame everyone else (ISP, router etc). I am an experienced computer user, have configured my network well and have correctly forwarded all ports advised.
I too have the same problem as you guys again today and am in some way relieved that others are affected further proving it is a Vodafone system issue as I had suspected.
I hope they sort it out asap. I am waiting for 3rd line to ring me too but am not holding my breath (if past expertience is anything to go by!)
George my serial is 21196910844 if you are interested
10-12-2010 06:04 PM
A bit of additional info for everyone experiencing this fault.
I have just finished talking to a Dutch sounding guy at Vodafone 2nd line support. Whilst he was trying to get my SureSignal working, he said he's JUST received an email indicating that there is a general probklem with the SureSignal service. Well whoopeee doo, wasn't anyone taking any notice of what was said on this forum, or the constant calls complaining about the service??
I'm a network professional as well, and my SS has been working almost pefectly for many months. There were random outages here and there that didn't really cause an issue, but I assumed that I'd cleared these myself by resetting the box. This latest outage is a complete PITA and Vodafone really need to get their heads out of their rear ends and face the fact that not all customers are morons, and fobbing us off with excuses only makes them look worse.
The SureSignal was the ONLY reason I signed with Vodafone as I have no 3G signal from any provider where I live, but if they don't sort this out professionally, and soon, I think I'll be taking my money to Orange who operate a UMA service which is compatible with Blackberry's and a whole lot more reliable.
Over to you Vodafone!!
10-12-2010 06:06 PM
I am also having the same issue. No major problems over the last 8 months, just the 3 or 4 outages a month sorted out by a box reset, but nothing this time since Wednesday, just the dreaded flashing light.
Spoke twice with tech support today and the best advice I has was see its working later or tomorrow morning!
10-12-2010 06:13 PM
evening, Ive just got my SS home and followed the set up but all i get is a slow flashing light I pride myself on knowing a bit about network as I run 2 routers off my virgin 50 meg connection however not for love or money can I get it to work
10-12-2010 06:35 PM
Hi George (Vodafone) and all,
Following my earlier post I still have the same problem from this morning (and earlier in the week, and prior episodes) even after talking with 3rd line support now and it's almost definately (as I and others have always felt) not a local router issue (they've been fine and nothing changed, etc) and is some issue (again) with the servers that support the Sure Signal boxes in terms of VPN connection to them for connection to the rest of the Vodafone network.
It appears, possibly a red herring but who knows, that the take up of Sure Signal has been vastly more popular (!) than Vodafone expected and that the number of network servers handling the service (and no matter what we're told by many, the boxes talk to servers at Vodafone via VPN and/or the ports always mentioned) was underestimated and has been increased (?) but probably needs further capacity .. so possible scenario is just plain out of connection capacity on the VPN side and/or the servers are dropping connections due to overload etc.
As a positive suggestion, and yes I do want this whole service to work for me and all as it's good when it does so not adverse to positive suggestions as well as complaining like mad at the lack of admission of outages etc., how about producing a bit of diagnostic software or even just a webpage with applet that customers can use when talking to 2nd line support or before that simply checks the outgoing ports and also tests connection to the servers in a similar way to how the boxes themselves are doing. It wouldn't be hard to therefore eliminate (or not) the router/isp aspect that is always the first blamed and would save both the customers and the support staff a lot of hassle and time.
There is now talk from what I gather, in fact one person at support asked to be allowed to do this, of using Logmein software (a great product by the way, I use it a lot for internally business use) to let the support staf remotely control the customers pc's so they can confirm ports are open and the router is working etc. This is not on .. remote access with full control to customers pcs is a huge security issue and should not even be considered given that we all know in the majority of situations it's not related to the router/isp although obviously some specific user problems are.
I personnaly use www.firebind.com website which checks outgoing port capability and handles tcp and udp (with the applet) and that is fact shows and eliminates the router and isp from the equation as it shows whether trafiic can get out on the required ports and past the router/isp .. so Vodafone could utilise similar software or even that website to check and prove or not if it's router/isp related and in case of today and previous episodes it would show that it's an issue at their end in some way.
The mere fact that without doing anything, all .. that's ALL .. of the times I've had problems in the last few weeks the issue has finally resolved itself ithout interaction at my end .. mostly waking up in the morning to find everythings working and implying that it's a remote issue that's been sorted like perhaps VPN Connection congestion relived over night, or servers rebooted, etc etc.
So Vodafone, how about just admitting that the service needs internal work/capacity increases/fixes/etc., perhaps provide software to test outgoing ports are working or not, etc. so all of us, Vodafone and customers, can stop running through many hours of covering the same old ground time and again and wasting so much time at both ends testing and blaming the router/isp every time and concentrate on fixing the route (excuse the pun!) of the issues (in many, admittedly not all, cases)
Fellow customers - I recommend that website to test your outgoing ports and confirm or not if that's an issue and I would strongly suggest to anyone, customer or not, that you give very careful thought before allowing anyone, Vodafone or not, remote access to your pcs!
10-12-2010 06:41 PM
Been following all postings for the last couple of days as my SS stopped working about Monday. Haven't had the time to call CS as yet but I'm glad to see I'm not the only one with problems as I haven't changed any settings on my side.
The SS was previously working as advertised no changes required to the firewall, but I've also gone through the troubleshooter and manually put the port forwarding in place. My firewall/router (Netgear DG834G on Plus Net) shows the SS trying to open a VPN connection to 18.104.22.168 and getting nothing back.