No Sure Signal working since 5th August

[Jcb13]

My first sure signal that I had from 2012 stopped working (all lights out) on 7th July, so I went to my local vodafone store - to be told by them "oh yes it's not working you will need to order a new one as we don't have any!". So I duly ordered a new one which arrived and then I had to work out how to get rid of the old details and add the new Serial Number - to find on this forum that the lights out failure was a known problem and that I was entitled to have a free replacement. I set up the new one anyway and it worked - I then took the old sure signal into my local store again and this time saw the Manager who apologised that the member of staff wasn't more helpful and duly sent away my faulty sure signal inorder to ge the free replacement, telling me they would contact me when it was sorted and that he would refund me the cost of the new sure signal so long as I brought it back - 3 weeks later I eventually went back to the store to see what was happening as I had heard nothing from them, taking me brand new sure signal in, and yes my replacement was there and the refund etc was dealt with.   My concern at this point was that the replacement I was given was in a brown box - stating "Nearly New Sure Signal" but I was assured that this was fine and it would work. I took it home and tried to register it on 5th August but it would not go through so I used Live Chat and they assured me that they had sorted it at that end and to give it 24-72 hours to go live, that did not happen and so I contacted them again on 9th August to be told they had sorted it again and to give it 24 hours this time. Again it did not work so I made contact again on 10th August to be told yet again to give it 48 hours this time, yet again this did not work so I made further contact on 12th August begging them to tell me what was going on, where the problem was and they yet again contacted a higher level support and told me yet again to wait for it to be sorted out. I waited 7 days this time and then made contact again on 19th August to go through it all again to be told they were working on it and to keep bearing with them it was with a higher level etc etc!! I finally gave in and made contact again yesterday 30th August (surely 25 days was long enough for it to connect) to be told it had been given to the highest level team yet again and that it would be definitely working within 24 hours. Yet again nothing and I made contact again this morning 31st August to be told that they are working on it but that it will be upto 5 days (yet again) and that I have to wait until next Monday 5th September to see if it is working. During this time as well I was told by one lady well if you had a Samsung 6 or 7 you wouldn't need Sure Signal as they connect to your Wifi, yet when I asked if I could upgrade to one early as I wasn't due an upgrade until December I was told it would cost me £140 to do so - when surely as their Sure Signal System is not working and they won't replace my replacement with a Brand New One this could have been done for free. I like many others work from home and nearly a month of not having a mobile signal has not only been expensive in terms of money to use a landline but also in missed business calls. 

Has anyone been successful in getting a straight answer to what is wrong at Vodafone's end or been given a replacement that works ?(as I can't seem to get one).

[BandOfBrothers]

Hi @Jcb13

Certainly reads that you've had quite some issues.  

Yes the Samsung Galaxy s6 and s7 and edge variations will use Calling Over Wifi as long as it's Vodafone directly that's supplied the handset. 

The Sure Signal has nothing to do with your contract so I can see why they wouldn't override the Early Upgrade fee. 

It is however reasonable to expect the Sure Signal to work as described. They come with a 24 month warranty. 

Have they been specific as to why it won't work ?

Please take a look through these Sure Signal Trouble Shooting threads :


https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...



as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

The 'Issue not listed' option shows how to run a Traceroute and post it here. 

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.
 
Hang in there and I'm sure they'll be in touch. 

[Jcb13]

Thank you for your reply Lee, I tried all the trouble shooting before contacting them the first time and all the lights are on correctly giving it an appearance of being a working unit. It has been stuck on pending replaced on the system since that date and all I have been told is the problem is at Vodafone's connection end but that they don't seem to be able to to fix it.

I will run the traceroute and post it on here in the hope that the results may show up something that someone far more technical than me will understand.

[Jcb13]

The issue you’re experiencing: VSS not connecting to Vodafone system

What light sequence you're seeing: Red Light and first two white lights solidly lit.

Your speed test results from Ping 66 ms Download 4.61 mbps Upload 0.17 mbps
Your external IP address from 86.158.190.94

Your Sure Signal serial number: 43151207396

The results of a traceroute.

Tracing route to 212.183.133.177 over a maximum of 30 hops

1     1 ms     1 ms   <1 ms 192.168.2.1

2   34 ms   32 ms   34 ms 213.1.174.58

3   34 ms   32 ms   33 ms 213.1.175.145

4   38 ms   41 ms   40 ms 213.1.69.122

5   41 ms   40 ms   37 ms 217.41.169.175

6   372 ms   41 ms   41 ms 217.41.169.109

7   40 ms   39 ms   41 ms acc2-xe-0-0-3.sf.21cn-ipp.bt.net [109.159.251.207]

8   49 ms   49 ms   50 ms core1-te-0-13-0-11.ealing.ukcore.bt.net [109.159.251.165]

9   364 ms   51 ms   50 ms peer6-te0-9-0-10.telehouse.ukcore.bt.net [213.121.193.146]

10   48 ms   51 ms   51 ms 166-49-211-228.eu.bt.net [166.49.211.228]

11   46 ms   46 ms   47 ms 166-49-211-254.eu.bt.net [166.49.211.254]

12     *       *       *     Request timed out.

13     *       *       *     Request timed out.

14     *       *       *     Request timed out.

15     *       *       *     Request timed out.

16     *       *       *     Request timed out.

17     *       *       *     Request timed out.

18     *       *       *     Request timed out.

19     *       *       *     Request timed out.

20     *       *       *     Request timed out.

21     *       *       *     Request timed out.

22     *       *       *     Request timed out.

23     *       *       *     Request timed out.

24     *       *       *     Request timed out.

25     *       *       *     Request timed out.

26     *       *       *     Request timed out.

27     *       *       *     Request timed out.

28     *       *       *     Request timed out.

29     *       *       *     Request timed out.

30     *       *       *     Request timed out.

Trace complete.

Hopefully this will help with finding a solution.

[Jcb13]

I've noticed this morning that my Sure Signal is running quite hot, could this be because it is now trying to connect to Vodafone but still cannot, has anyone else had this problem?

[Rahim]

@Jcb13 We're sorry to hear about your ongoing issue with your Sure Signal device. 

I can see that your device hasn't congigured correctly, therefore I've raised this as a high priority case to our Service Desk team. 

You'll receive a text alert once the issue has been resolved and your Sure Signal will resume connection automatically. 

It is normal for a device to become warm if it's been plugged in for a long period of time. If it becomes unusually warm and you have any concerns, please let us know. 

[Jcb13]

Thank you for your reply Rahim, hopefully it won't be too long. I will let you know if it gets too warm. 

As I said before my concern about the configuration problems is that it said "nearly new signal" on the box it was not a brand new one that was given to me as a replacement - so I don't know if it was one that had been returned by someone else or one that had been repaired after a fault.

You maybe able to answer that question.

Thank you again.

[Retired-EricChe]

@Jcb13

Our nearly new Sure Signals are A grade devices. They are usually ones which the seal on the box has been opened in store to show a customer the device, or a customer has returned the product within their 14 day returns period.

They're all tested to make sure there is no faults or issues with the Sure Signal.

Is your Sure Signal up and running now?

[Jcb13]

Thank you for your reply and explanation Eric Chester.  My Sure Signal is still not running it has been a month now by the date I do have a reference number from my last call which is 14077205 - and from this they said that it would be working by today but unfortunately not at my end.  Please can you check that for me as all I have been told is that it has not configured properly.

Thank you again

[Retired-Charles]

@Jcb13 - We had contact from your Sure Signal yesterday at 5.24pm. Is everything up and running now?

If not, please complete a reset.