Problems with replacement sure signal box not working

[ccaasjf]

Sure Signal device serial 42164480148

Ip address reserved with DHCP to 192.168.0.8, it is connected with the connection light slowly flashing. 

Virgin Superhub 2 with the following ports open:

VDSS_53 53TCP&UDP192.168.0.8

VDSS_67 67UDP192.168.0.8

VDSS_68 68UDP192.168.0.8

VDSS_8 8TCP&UDP192.168.0.8

VDSS_5050TCP&UDP192.168.0.8

VDSS_33434 33434..33445UDP192.168.0.8

VDSS_123 123TCP&UDP192.168.0.8

VDSS_500 500TCP&UDP192.168.0.8

VDSS_4500 4500TCP&UDP192.168.0.8

VDS_1723 1723UDP192.168.0.8

[ccaasjf]

C:\WINDOWS\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 6 ms 2 ms 2 ms routerlogin.net [192.168.0.1]
2 10 ms 9 ms 11 ms 10.135.204.1
3 11 ms 11 ms 11 ms bmly-core-2b-ae4-3100.network.virginmedia.net [80.3.66.221]
4 * * * Request timed out.
5 * * * Request timed out.
6 15 ms 10 ms 10 ms brnt-ic-1-ae0-0.network.virginmedia.net [62.254.42.198]
7 15 ms 11 ms 12 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
8 31 ms 11 ms 11 ms 213.46.174.130
9 18 ms 53 ms 13 ms ae32-xcr1.lns.cw.net [195.2.24.126]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * ^C

[ccaasjf]

This device has still not synced up please help?

Summary

Arrived Saturday and Registered, DHCP reservation changed from old box.

Sunday, de registered and re regsistered, still not syning, de registered Sunday evening and left off.

Monday re regsitered and switched on in the evening.

Tuesday morning connecting light still flashing.

Have I been shipped a buff unit as a replacement for my old one?  

@Support send me a message with a code so you can contact me again.

[Tag1956]

Dont hold your breath, I asked for help at the beginning of November for a Vodafone Supplied Suresignal, and It's still not working. Worst Customer Service of any Network!

[ccaasjf]

Correcting serial number: 

Sure Signal device serial 42164480149, still not connecting spoken to support they are aware of an issue effecting all users told me to reset device and leave for anither 24 hours.

[Simon_Kr]

Hi ccaasff

very interested in the "effecting all users" comment.

they didn't allude to what the issue was, or potential timeline for resolutiom did they?

my timelines are very similar and symptoms are very similar to the one you describe.

have to say that As someone who works in technology, its beyonf me how they can expect an average joe punter to take on, configure and then diagnose a box which their own quick start documentation says just connect it up and away you go... (no mention of port forwarding, routing)

hey ho....

[ccaasjf]

Still not synd up, told it has been an issue for all new registrations since the 16th of November.

It was at this point I loaded my two barrels and vented my frustration, how can a production service which must have an SLA be allowed to go on unresolved for 5 possible 6 business days so far?

The SLA for a customer is 72 hours mine expires tomorrow evening, have warned Vodafone that if it is not fixed by then its an OSFCOM complaint and compensation for lack of service.

I say lack of service, it is a joke. 

[ccaasjf]

Spent another 18 minutes on the phone tonight, registration still not resolved and no ETA from the higher technical team.

[Sukhi]

@ccaasjfI've spoken to our Tech team and they're aware of an issue that is affecting some new registrations.

They've found the route cause and working on getting this fixed.

In the mean time they've advised to keep the Vodafone Sure Signal plugged in, as soon as the issue has been fixed the box will be registered. 

[Simon_Kr]

Hi Sukhi,

Sounds like there's something known about on the Vodafone side of things which is preventing new boxes connecting up.

Please would it be possible to answer each question below, as we're desperate for more information?:

Question 1: Please can you be specific about what the problem is, as this is an important distinction:
 Is it with doing the Registration of the serial number with Vodafone, so that you can add numbers, etc
OR
Is it to do with the initial registering of the SSv3 via the broadband so that one is able to make calls?

Question 2: Are you able to provide more detail on what the actual problem is on the Vodafone side of things? My box has now been gently flashing at me for almost a week!

Question 3: When is a resolution expected?

Question 4: Any view on whether any resolution is likely to be Vodafone or customer side?

Having a box sitting turned on and drawing power for a solid power light and flashing internet light is a waste - especially if there's very little information being provided to end customers!!

Vodafone really need to start seeing this from the customer's perspective, otherwise I can foresee further Ofcom fines forth coming.
After all in the recent fine, Ofcom noted:

"“Phone services are a vital part of people’s lives, and we expect all customers to be treated fairly and in good faith. We will not hesitate to investigate and fine those who break the rules.”

Thanks in advance

Simon