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SS v3 - No power light

rosyt
2: Seeker
2: Seeker

My SS v3 had been fine, but has now stopped working and has not lights on at all. I have tried it in different plug sockets in case the issue is with the power supply, but it isn't.

 

Please can you tell me how I can get it replaced as it is only a few months old.

 

Thanks

 

7 REPLIES 7

Retired-Sarah
Moderator (Retired)
Moderator (Retired)

 

Hi @rosyt 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

 

Your Sure Signal serial number:

 


VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Sarah

Hi, I've looked at the troubleshooting guide and it doesn't help me as I have no lights lit at all, including the power light.

 

speed test results:

 

download:  6.66Mbps

upload:  0.30Mbps

ping:  60ms

 

Pingtest:

 

Ping:  127ms

jitter:  59ms 

 

 

IP Address:  86.133.45.116

 

Sure Signal serial number:  42142456765

 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  api (192.168.1.254)  4.021 ms  1.161 ms  1.130 ms

 2  217.47.105.58 (217.47.105.58)  46.514 ms  32.752 ms  32.517 ms

 3  217.47.106.161 (217.47.106.161)  31.785 ms  31.519 ms  32.066 ms

 4  213.1.69.166 (213.1.69.166)  40.958 ms  40.432 ms  42.048 ms

 5  31.55.165.102 (31.55.165.102)  40.540 ms  40.290 ms  41.887 ms

 6  213.120.162.67 (213.120.162.67)  40.672 ms  43.209 ms  40.347 ms

 7  31.55.165.107 (31.55.165.107)  42.924 ms  43.282 ms  42.833 ms

 8  acc1-10gige-7-3-0.mr.21cn-ipp.bt.net (109.159.250.98)  40.622 ms  44.543 ms  66.743 ms

 9  core1-te0-3-0-13.ilford.ukcore.bt.net (109.159.250.152)  57.097 ms  55.070 ms  56.163 ms

10  peer1-xe9-0-0.telehouse.ukcore.bt.net (109.159.254.120)  66.034 ms  50.122 ms  50.518 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  53.773 ms  54.172 ms  51.736 ms

12  85.205.0.93 (85.205.0.93)  52.295 ms  53.851 ms  51.395 ms

13  * * *

14  * * *

15  * * *

16  * * *

 

 

thanks,

 

Rosy

 

 

 

Retired-Matt_B
Moderator (Retired)
Moderator (Retired)

Hi @rosyt,

 

It sounds as though your Sure Signal is faulty.

 

If it's less than two years old, please arrange a repair

 

The Sure Signal has a two year warranty. If this period has expired, you'll need to purchase a new one.

 

Thanks,

Matt B

Hi Matt, I am coming back to you as I have spoken by phone with Vodafone Customer Services and have had no joy.

 

As you agreed that the product was faulty and is well within its two year guarantee, I tried to return it. I tried to find out through vodafone website how to send it back for repair, but couldn’t find an answer. I rang customer services, and was told that my only option was to take the faulty SureSignal to my nearest Vodafone store. He could not print me a pre-pay envelope because I am a pay-as-you-go customer. If I had been on a contract then I would have been sent a pre-pay envelope.

 

I complained and said the sort of customer I was should be irrelevant as I have a faulty product. I asked if I could post it to them myself and reclaim the postage from them, but was told thatI couldn't send it in without their pre-pay envelope, so my only option was to take it to my nearest Vodafone Shop.

 

I told him that my nearest Vodafone shop is in Glasgow, which is 90 miles (a 2.5 to 3 hour drive this time of year) away. He said that I would have to take it there and then return to collect it at a later date. He asked how much it would cost me to make the trip, so I checked the distance on google maps to Braehead, which I think is the nearest store, and the result was 90 miles. Off the top of my head I quoted 45p per mile as that is what I would be reimbursed if it was for work.

 

I asked if they would reimburse/compensate me for the mileage, and he looked into it and called me back. The Customer Services team said that they could only repay 50% of my costs, and I said this was against my consumer rights as with a faulty product I should not be out of pocket to have it repaired/replaced.

 

On the phone he agreed that it would then cost me £81 for each round trip, of which Vodafone would be prepared to reimburse me half only.

 

I said that I needed to get further legal advice before proceeding with this, and asked that he leave the notes on my account to show that we had discussed this option but that it hadn't been authorised as I had reservations about it and wanted to find out more first.

 

In the meantime I have been advised by Citizens Advice to try again to get this resolved directly with yourselves before taking any legal action. They have already passed my case on to Trading Standards.

 

So, seeing as customer services has said that they would be willing to pay half my costs to drive twice to Glasgow and back, which would be £81 and then either repair or replace my faulty Sure Signal, I am asking if instead of me having to spend two full days driving to Glasgow and back, whether they would instead just post me a new Sure Signal? It would be cheaper for Vodafone and I would finally get some decent customer service. 

 

DaveCD
Moderator (Retired)
Moderator (Retired)

@rosyt 

 

A repair can also be arranged by post and this is advised in the link provided above by Matt.

 

The Sure Signal is currently out of stock as seen in our statement which we'll update as soon as we have further information.

 

DaveCD

Thanks for the update, but it doesn't help as I am a Pay As You Go customer apparently (even though I pay a fixed amount each month) and that means that even though I bought a product online (ie. via distance selling) I am unable to get it repaired from a distance. This is in breach of my consumer rights, whatever Vodafone may say!

 

Therefore I will follow the advice given by Citizens Advice, and also wait to see what Trading Standards have to say unless you can resolve this now.

 

 

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi @rosyt 

 

I've double checked this and I can confirm that you are still entitled to a postal repair. Please follow the link Matt provided to arrange this.

 

Thanks,

 

Sukhi