Vodafone Sure Signal

[a904lea]

Why has it taken 3 days for the Tech Team to be made aware of an issue affecting customers they are supposed to be offering support to? Call me a doubting Thomas if you like, but I've run customer service teams in the past and it sounds like a tactic to buy time to me.

It still isn't working by the way. 

[a904lea]

Sure Signal is working fine with handset of the main account holder.

I ported my wife's number from Orange to Vodafone on Monday 30th April but I am still unable to add it as a user to my Sure Signal despite being advised that I would be able to do so as soon as it was 'live' on Vodafone

Mostly I am getting this error message after confirming the addition, "Sorry we are not able to process your request because of following errors in your form. Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre." On several occasions the interface has crashed and displayed lines of code starting with: -

The source of this error is:
com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is:
javax.servlet.ServletException.; nested exception is:
com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: null; nested exception is:
javax.servlet.ServletException 

I have tried adding the number with the leading zero in place and replacing it with 44, but both fail. I have also tried with and without a name.

I get the same result in Opera, Chrome and IE on three different computers running Win 7, Vista and XP.

Sure Signal serial number is 40120526799. I have sent the number I am trying to add by PM to Simon, James, George, Lee and DaveCD. James has tried to add the number on my behalf but has been unable to do so. Lee has advised that an issue with setup and provisioning has come to light and there is a backlog of requests, but my Sure Signal is set up and provisioned already so this seems like a red herring to me.

Please can someone sort this out? I would hate to think that this situation will continue over Bank Holiday weekend as I am already in the dog house for persuading my wife to transfer to Vodafone with the promise of improved reception. She now has ZERO signal at home and she is, to say the least, not impressed - and only too happy to tell me about it.

[a904lea]

Still no joy.

[a904lea]

Have posted in 'Sure Signal - Unable to Register, or Add and Remove Users' thread in the hope that this will be resolved before the Bank Holiday Weekend.

[a904lea]

Lee - I posted in the 'Troubleshooting' thread as requested, but my post got moved to this thread. Well, I tried.

Would be grateful for some help with this issue regardless. 

[a904lea]

All of the posts from the original thread have now been moved to this 'troublehsooting' thread. Somebody's been busy!

Any chance of diverting some effort to resolving the issue I have had for the past 5 days? 

[a904lea]

I am still unable to add a new user. My Account has taken to displaying lines of code following the failure (Error invoking portlet "VAPGatewayController" etc.) rather than the 'wait a few minutes and try again' message, which makes a change if nothing else.

[a904lea]

Spoke to customer services yesterday who assured me it would be working this morning. It isn't 

[joenitro]

Same here still. Getting a bit annoyed now.

I have just removed a number already set up on my SS and then re added it with no problems.

Must be the number ported in that is the problem.

VERY frustrating

[Lee]

Hey guys,

Thanks for your posts.

This sounds like a port issue rather than a Sure Signal issue since all other devices appear to be working as expected.

I've sent you both a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[a904lea]

Have sent details requested via contact form. Looking forward to this issue being resolved.

[a904lea]

I have attached a screenshot of the My Account home page of the number I have been unable to add to my Sure Signal. The panel which would normally display unbilled usage has been blank with a heading of "Loading..." ever since the number was ported from Orange 6 days ago, which may be indicative of some database or other not being updated. I have blurred the phone number and blanked the My Plan details to preserve privacy.

The number is working as normal and is able to make/receive calls and send/receive texts - but not from home when there is zero signal.

[joenitro]

a904lea,

my situation is EXACTLY the same as yours! Number ported in absolutely fine. Calls, texts, voicemail etc all working ok.

Just the SureSignal setup not accepting my girlfriends number...

I won't bother posting my own screenshot of her account details, but they are exactly the same as your wifes (i.e. the usage details not showing up yet).

I too have emailed the CS team after Lee's private message. Lets hope this can be resolved quickly?!

P.S.

I don't see how it can be anything to do with "ports" as Lee suggests in his message. If that was the case, then I wouldn't have been able to add other users over the last three days, would I?

Cheers,

Joe

[FelixDaHousecat]

the fact you are both suffering the same issue and that your circumstances match exactly would indicate a porting issue otherwise if it was a vss issue then NO numbers would be able to be added.

hope that makes sense

FDH

[a904lea]

Porting issue, Sure Signal Issue, drought issue - it makes no odds to me. It ain't working and I'd like it to be fixed please. I moved two mobile phone contracts to Vodafone on the strength of Sure Signal and the fact that one phone isn't working with it isn't a great start. Don't get me wrong, I am very happy with the performance of the phone that is, but my wife's has gone from having a weak signal on Orange to no signal on Vodafone when at home which is making her very annoyed indeed. Six days (and counting) to troubleshoot and resolve a fault is simply not good enough in my book.

[a904lea]

End of another day and still no further forward.

joenitro - have you been contacted by anyone at Vodafone since sending them your details as requested by Lee? 

[a904lea]

FelixDaHousecat - I think there is confusion over whether port issue means a port forwarding issue or a number porting issue. Obviously can't be a port forwarding issue as the Sure Signals are working with other phone numbers. However, it does appear to be related to porting a number to Vodafone from another mobile network. I've only been a Vodafone customer for a few weeks and it hasn't been a great experience so far. 

[joenitro]

Nope. Nothing as of yet.

[a904lea]

Day 7 - and guess what? Sure Signal 'add user' function still not working and I haven't been contacted by Vodafone customer support.

[joenitro]

Same here...
Just tried again now (12.20pm) to add my girlfriends number and still getting the "Technical Problems" message. VERY frustrating.