02-02-2012 08:52 AM
Many thanks for getting back to us here.
@ gmclaugh, we are in the process of streamlining the reporting of Sure signal issues so that the information is given to us quicker and so we can feedback issues quicker.
Unfortunately it is the partially the process that we currently have in place that is leading to the delays in getting the information to our customers.
@ woogy, I understand your frustration however, the eForum team are currently working hard to get this process updated so that information is available a lot quicker, this way we can then put an announcement on the eForum for our eForum users to see.
Unfortunately it wouldn’t be possible to contact all of our Sure Signal users individually regarding an outage as they may not always be affected by it.
@ All, if anyone else is still experiencing any issues, please reset your Sure Signal and let us know how you get on.
02-02-2012 09:04 AM
I have more information on this issue.
There IS officially a known issue with the VSS service. It is being referred to as 'Black Water' and is being investigated by the technical support team. The advice given is to occasionally restart your SS box and try to see if you can receive calls. You may be lucky and it works, for how long though isn't confirmed at this stage.
Unfortunately Vodafone are unable to provide a timeframe for the solution so we don't know how long we are to be without full service.
I think it would be useful if the tech support team were actually supported themselves and someone made this a little more public as at the moment, there isn't anything 1st or 2nd line support can actually do except field our constant questions and frustrations.
Now that the issue has been officially reported (the advisor I spoke to said nothing had been logged officially - not surprising sincen the notes on my account said my phone wasn't working when I tried to report the SS box was playing up!)
So, there you go, not really much but at least it provides an answer. While I am frustrated to the point of throwing my SS box out the window I have resorted to the fact that I have to wait and hope my 1 bar signal will be enough to take calls!
02-02-2012 09:08 AM
Like you MrGratis, mine will be firmly off until it is resolved as I can't afford to guess whether or not the system is working. I will periodically turn it on but, won't leave it on.
Thanks for the information
02-02-2012 03:33 PM
I found I could make calls and send texts but not receive either. Spoke to Tech Support this morning and they resynched my VSS and asked me to do a full reset. As this did not improve the situation I phoned again this afternoon when they accepted that this is a significant issue and collected my details as another example for the deeper tech guys. Still no ETA of a solution.
However I was asked to keep the VSS box powered up etc. and in order to pick up whatever external signal that may be around suggested I switch of dual mode on my phone (VSS only talks to phones in 3G mode). So for the time being I am running in GSM only mode while at home.
If you wish to phone in and add your details to the problem diagnostics then, from my point of view, do so.
03-02-2012 01:41 AM
03-02-2012 07:29 AM - edited 03-02-2012 07:42 AM
nr Guildford gu8
We are down AGAIN, and this is the first time it is still down in the morning.
Serial no: 211 967 77 417
This is really getting tiresome. If I understood correctly, you are trying to upgrade and improve our service and as a result we have no serice 3 days running!
I'd really appreciate:-
1, Some help, and
2. Some communication!!
Just to be clear, I have NO service, and only one light
Tracing route to host212-183-133-181.uk.access.vodafone.net [188.8.131.52]
over a maximum of 30 hops:
1 4 ms 4 ms 4 ms 192.168.2.1
2 26 ms 24 ms 23 ms host-62-24-254-106.as13285.net [184.108.40.206]
3 25 ms 24 ms 25 ms host-78-151-225-215.static.as13285.net [78.151.2
4 93 ms 32 ms 24 ms host-78-151-225-218.static.as13285.net [78.151.2
5 27 ms 26 ms 26 ms xe-11-2-0-rt001.the.as13285.net [220.127.116.11]
6 27 ms 27 ms 25 ms host-78-144-0-148.as13285.net [18.104.22.168]
7 30 ms 26 ms 25 ms host-78-144-0-162.as13285.net [22.214.171.124]
8 28 ms 30 ms 29 ms LNDGW2.arcor-ip.net [126.96.36.199]
9 30 ms 28 ms 27 ms 188.8.131.52
10 * * * Request timed out.
11 * *
Galaxy S3, Blackberry Bold & Vodafone Sure Signal since Aug 09
03-02-2012 09:32 AM
Like you I can't do without a functioning phone but, I can't & won't pay the 10p sky charge to ring me own mobile to check if it's working every hour. So, I've resorted to just texting myself once an hour, I'm sure most people have unlimited texts, and since 6am it's all cushty ;-).
03-02-2012 01:50 PM
Hi all. I have been functional since about 10:30 this morning (that's when I was finally able to remove the divert placed on my calls to my landline - had to get this done at technical support level as couldn't perform the divert on my iPhone)
So far all working well. I am however yet to receive the call from the UK based account manager informing me of what is happening and the level of compensation I am to receive.
I will be pestering the folks at Vodafone for this, totally unacceptable level of service from such a big company so be prepared for constant badgering (if I have signal that is)
Hope it's working for everyone else today too!
03-02-2012 04:58 PM
Interesting to see another user in the same village (Westcott) having SS trouble! Mine has been down for circa 24 hours now.
Have tried all the various suggested fault fixes and it's still a case of 3 lights on but zero signal.
Using Vodafone in the Vodafone coverage black spot that is Westcott is 100% impossible without my SS working properly, as such for me this is now a business affecting issue!
Please get this fixed ASAP.
03-02-2012 05:11 PM
Hi Crankslave, this is your fellow Westcottian.
My VSS was up/down intermittently for some days and then stayed up with the three lights. I could make calls and send texts but not receive any. That is, until this morning, when service was restored (my VSS was powered down overnight) and service is still OK.
Have you been on to support (08700 700191 on a landline). I did a couple of times and yesterday morning they gave me an extended reset sequence and a resynch. Although this did not sort the problem right away it may have set my box up ready.
04-02-2012 10:35 AM
I’m pleased to see that your Sure Signals are starting to come back online again.
@crankslave, can I ask if this has ever worked? If yes please try another reset and let us know how you get on.
If you are still having issues please can you provide us with your Sure Signal serial number so we can check the registration from our end.
07-02-2012 11:59 AM
We are down AGAIN... GU8
Serial number: 21197239656
It really seems flakey these days and it is getting worrying
I've tried a system reboot but only have one signal power light
Galaxy S3, Blackberry Bold & Vodafone Sure Signal since Aug 09
07-02-2012 02:35 PM
JR from Westcott here. I was not around at 12:00 but my VSS is fine and has been ok for the last 4 days apart from half an hour when my broadband went down.
I cannot help with your problem but it does not appear to be as widespread as last week.
Hope you are back soon.