Does anyone from Vodafone ever reply to these posts? Sure Signal not working after 9 days

[PeterLD]

My Sure signal 2 has not worked since the 4th December. I have spent hours on the phone to technical support and if one more person asks me to reset my VSS I will go mad. 

Today someone from the second line of tech support took over my computer and confirmed all my router settings are correct. All the ports are open although my BT home 5 worked fine previously without opening all the various ports. I have been on to BT today who tell me nothing has changed with their system. I took my VSS up to my wife's office and it still has the same lights flashing when I plug it in there. Out of desperation I have plugged in my old VSS1 and registered that one as well. to see what happens. 

I can not accept having a mobile phone that will not work at home as everyone calls the mobile by default these days. It looks like I will have to move to 3 as my new network provider as they are the only provider with better coverage in my area. I don't want to change provider but Vodafone seem completely un interseted in resolving my issues.

[travveller]

Peter:

We still use two VSS1 boxes about 40m apart and have done for some 6 years - mos of neighbours have them and we cross-register each other's numbers - VSS was the sole reason we moved to Vodafone (it was not Vodafone's service reputation!)

You have a very standard dilemma that is something of a game changer for the whole country, never mind Vodafone: "everyone calls the mobile by default these days" - although life without smartphones is a distant memory for most, it's only really in the past 3 years that smartphones have become "strategic" tools rather than curiosuly engaging toys. It's why all mobile companies have to take customer support much more seriously - and why govenment it entitled to get involved and ask question about issues like "in country roaming" so that we make the most of the available resources.

Taking a VSS to another area with good coverage may confuse it - I suspect they may be configured not to add to the spectrum clutter if they detect that signals are locally present in sufficient strength - and I'd be interested to get an expert comment on that.

(Three may also give you one of their home signal boxes if you have poor coverage).

Trav

[Retired-Kay]

Hi PeterLD,

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, 

Kay

[PeterLD]

Hi Kay,

I posted all that personal information to Gemma under my post headed 'My Sure Signal Just Stopped Working' My point is that when you look down all the posts on this forum, the Vodafone representatives either say 'have you seen the trouble shooting guide' or copy and paste the exact same information request that you have just sent me. Then when the poster supllies their personal information the chain just stops. So this is not helpful of Vodafone.

I have wasted hours if not days trying to resolve this issue with no result. My only option now seems to be to bite the bullet and cancel my contract with Vodafone and go with EE or 3 that has a better signal in my area.

Peter

[cash_13]

As I said from the beginning if someone from VF see's you problem and replies they should endevour to sort the problem out, they have your details and contact numbers and should call you up straight away to rectify it, but no let the customer wait another few days before somebody else answers...and around it goes loop de loop!

Appalling

[Retired-Matt_B]

Hi @PeterL,

I'm sorry for the delay in this update.

Your IP address will be causing this issue. I'm still awaiting confirmation and will update you as soon as I have it.

Thanks,

Matt B

[Retired-Matt_B]

Hi @PeterL,

You should find that your Sure Signal is now operating fine. Your IP address has been added to the whitelist.

Thanks,

Matt B

[PeterLD]

Yes, as posted on another of my articles it is working now. I find it frustrating that I had to spend over 2 weeks without any signal at home and hours on the phone to tech support, not to mention all the tests on my VSS to get it sorted, when all the time it was an issue over my IP address not being on the Vodafone appoved list. This despite it having being working fine for 2 years

I don't know if this is because BT changed my IP without my knowledge or something at Vadafone's end? Even when I had an idea from your reply on the forum that the IP address was the issue, I had to battle my way past 1st and 2nd line tech support before 3rd line support could look at the issue.

I hope others with the same issue get their problem resolved quicker!

[Ben_H]

Hi @PeterLD ,

I'm glad to see this is now sorted.

My team ask for the IP address in the Sure Signal Troubleshooting thread so we can check the whitelist.

Unfortunately, posting duplicate threads on the same subject will delay our responses as we reply elsewhere. It's why we ask our members to avoid multiple posts in the Ts&Cs.

You're welcome to use my team again in future should you need any support again.

Cheers,

Ben