09-08-2011 05:25 PM
I have been looking through the Sure Signal Forum and find that there are so many entries in this forum about the Sure Signal product "stops working" that this product looks like it is "not fit for purpose".
Let me give you my experience of the Sure Signal -
Early this year I purchased a Sure Signal V2 box from one of the Vodafone stores. I then registered it in April this year. For a couple of months the box worked perfectly (it was great) – basically this was till the end of May / mid-June – can’t be certain as we were away at the end of May / early June. On 4th July I took the Sure Signal into the Fareham branch of Vodafone and they dispatched it to the repair service on the 5th. July. The box was returned from the repair service on the 8th July with a letter saying it was “showing signs of unauthorised work having been completed on it”. As this Sure Signal had been purchased from Vodafone and the only people who had accessed it were the Vodafone support team in Egypt I was very surprised at the letter.
I immediately took the Sure Signal back to the store in Fareham where they opened a new repair job and ultimately sent the Sure Signal off for repair on the 12th July. The SID job document stated that “earliest collection date” would be 14th July. I have found out from the store that the SID number quoted was invalid and the repair centre sent a e-mail to the store to get them to create a new SID – but the store never looked at this e-mail. On the 21st July I rang up the Vodafone customer services centre to find out what had happened to my Sure Signal. On that day another SID was created – which in actual fact caused a self-addressed / pre-paid envelope to be delivered to me on the Saturday (23rd.) of that week. The box and envelope that was sent was not large enough to hold a Sure Signal!!! Also Vodafone had already got it in their repair system!!!
I went to the store to ask when was happening with my Sure Signal and had a discussion with the deputy manager. After a while she contacted someone and came back to say that I would be receiving a “new” Sure Signal. This was finally delivered to me on Tuesday 2nd. August because we were aware from 27th to 31st July when they tried to deliver it to our home address.
This (new?) Sure Signal was installed I think on the 26th August and it went through its start-up procedure. No phones would connect to this Sure Signal so over the next few days I talked to Vodafone Support in Egypt, who looked at and configured my router for port forwarding and also re-synced my Sure Signal. I was asked to factory reset the device which I did. I have just had a conversation today Vodafone Support in Egypt about the current Sure Signal which is still not picking up any phones. They have asked me to take it back to the store as they think that there is something wrong with this (new?) Sure Signal. And so the story goes on....and on....and on......
As you can see from the information above I have now been without a working Sure Signal for nearly two months and I am not a happy customer.
My thoughts now are that Vodafone really needs to look at the Sure Signal product and spend some time on understanding why it is having so many issues with this product. Once it understands the issues that it needs to address them rather than doing "fix on fail " every time currently.
12-08-2011 06:27 PM - edited 12-08-2011 06:27 PM
Thanks once again for your time on the phone. I'm pleased we've got you up and running.
As discussed, I'll get Ben to have a chat with you tomorrow.
I've got a cheeky request - could you fill out the eForum Survey for me when you've got a spare minute?
13-08-2011 02:04 PM
When I used my phone this (Saturday) morning the Sure Signal was not picking it up again. I haven't touched it. From the dashboard it is showing "Active" and also the "power" and "system" lights are on steady as well. I have done all the normal things with my phones to try and get the Sure Signal to pick them up but to no avail. This looks to me like both ends think the VPN is up and active but in actual fact it has dropped and they don't know it.
As discussed I do need to talk to Ben about this and the other things that we discussed on Friday.
15-08-2011 04:10 PM - edited 15-08-2011 04:10 PM
Thanks for the time on the phone on Saturday, and also for your email this morning. I have passed this on to our support teams and I’m eagerly waiting a response from the vendor concerning the issues you have raised. I sent you an email today just to confirm what I've done and also to check a few details with you. I realise that the questions asked from your point of view may not seem relevant however our support teams have asked me to check these facts quickly with you.
Thanks for your assistance.
12-02-2012 11:44 PM - last edited on 13-02-2012 08:53 AM by Matt
Dear Vodafone Customer support,
I have had problems with registration of my (second hand) sure signal device. I have been in contact with cust. services about this many times now - since December 2011. I was advised to send the device to UTL for repair or replacement in the pre-paid envelope. I did this on 29/12/11. Though I have waited patiently for this item to be returned or replaced and have not heard back from UTL or Vodafone. Has the item been repaired or will it be replaced soon? I have proof of postage as was recommended. (FAD:1587137). This item was sent to UTL - CV107RL on 29/12/11.
The sure signal serial number is: 21197023175
Can some one please investigate this matter and phone/e-mail me with what has happened or what I may do next to resolve this? Thank you and kind regards,
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