Email saying i have moved

[tonytango]

i received this email today,i have not moved.

Please verify the location of your Vodafone Sure Signal  Could the emergency services find you in the event of an emergency call?  Is your Vodafone Sure Signal registered to the correct address? It appears that your Vodafone Sure Signal may have moved from the original address it was registered to, which is why you are receiving this message. If your Vodafone Sure Signal has recently been moved, please remember that it is important that you update the address where it is being used with Vodafone. This is in order that the emergency services are able to locate you should you make a 999 call. How to change the address The address can be changed or confirmed as follows: 1. Log into your My Account page 2. Click on ‘Manage Sure Signal’ 3. Click on ‘Change postcode’ and enter the new postcode where the device is being used, or if it has not been moved simply re-enter the existing postcode  4. Click on ‘Check postcode’ and verify the address listed 5. Click on ‘Confirm’ 6. Select which floor you will be using it on and ‘Confirm’ 7. Click on ‘Confirm’ to update the address False alert If you feel you are receiving this message in error, your device has not been moved and is registered to the address you are currently using it at, please accept our apologies.  A false alert can happen for a number of reasons: - You may have a new broadband router - You may have changed broadband provider - Your broadband provider may have changed their IP address How to stop receiving text alerts In order to stop receiving text alerts please reconfirm the postcode by following the steps outlined above. If you continue to receive them after you have done this please contact customer support on 191.

Thanks again for being with Vodafone.

[c9off]

another text and email again today  -  How does anybody get a reply on here??????

[Retired-Ian_]

Hi c9off,

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
Ian

[c9off]

Firstly many thanks for te reply - could I ask have I explained my problem correctly?

VF keeps telling me that my location following router change is incorrect - in spite of re-setting it FOUR times...

Whilst I'm more than willing to spend the time required in your message I have to ask is that really needed or would it be easier just to block further messages from VF on the matter?

[DaveCD]

Hi c9off

The more information we have the better really.

A trace route will show us the Sure Signal is sending information to us, your ping and speed tests tell us how quickly.

The main things I will need to check would be your serial number, and trace route.

DaveCD 

[c9off]

serial number: 40121206813

trace rote result:

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Julie>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     4 ms     2 ms     2 ms  routerlogin.net [192.168.0.1]   2     9 ms     9 ms     8 ms  10.158.76.1   3    21 ms    11 ms    10 ms  bmly-core-2a-ae4-1493.network.virginmedia.net [8 0.1.225.97]   4    14 ms    14 ms    15 ms  popl-bb-1c-ae3-0.network.virginmedia.net [213.10 5.159.225]   5    12 ms    13 ms    12 ms  popl-bb-1b-ae13-0.network.virginmedia.net [213.1 05.159.189]   6    12 ms    13 ms    12 ms  nrth-bb-1b-et-700-0.network.virginmedia.net [62. 253.175.53]   7    19 ms    13 ms    13 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253. 174.18]   8    35 ms    18 ms    19 ms  ldngw1.arcor-ip.net [195.66.224.209]   9    25 ms    17 ms    16 ms  85.205.116.6  10     *        *        *     Request timed out.  11     *        *        *     Request timed out.  12     *        *        *     Request timed out.  13     *        *        *     Request timed out.  14     *        *        *     Request timed out.  15     *        *        *     Request timed out.  16     *        *        *     Request timed out.  17     *        *        *     Request timed out.  18     *        *        *     Request timed out.  19     *        *        *     Request timed out.  20     *        *        *     Request timed out.  21     *        *        *     Request timed out.  22     *        *        *     Request timed out.  23     *        *        *     Request timed out.  24     *        *        *     Request timed out.  25     *        *        *     Request timed out.  26     *        *        *     Request timed out.  27     *     Julie-PC [192.168.0.5]  reports: Destination host unreachable.

Trace complete.

C:\Users\Julie>^A

[c9off]

Just received another request on text...

I've emailed

Ive spoken to live chat

I've posted here

I'm off to 02 in a couple of months! They can provide me with a proper signal WITHOUT a sure signal box, sorry guys but I'm in London - there is no excuse....

[Retired-Dave]

Hi c9off,

The text messages sent are automated, so we can't switch them off. 

There are two types of location change which can trigger them:

 - Physically moving the Sure Signal

 - A change of virtual location, such as your IP address

As you've reset the postcode previously, can I check if you've set the Sure Signal up with a static IP address?

Also, have there been any changes to your internet connection recently?

I've resynched the box at this end to help clear any old errors from the system, so follow these steps to reset your Sure Signal box:

For Sure Signal version 1 or 2:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

For Sure Signal version 3:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

I've also checked the postcode on your profile against our coverage map and you should be getting good 3G signal in the area. Have you taken a look at our troubleshooter so we can see why you're not getting this?

Dave

[c9off]

Thanks for you assistance Dave

I was offline earlier, no signal - so guess that is when you were doing stuff?,,,

I'm back on again, have updated address again. not set up any static IP - I'm on Virgin cable - it changed when the router changed. I just expect these things to work - I don't know or need to know how....

Not interested in going over the weak signal from home address, spent too much time at the start of contract only to end up with the sure signal box.. there are at least a dozen other locations where there is no signal as well as my (weak) home signal...

I'll leave as is unless more texts & emails arrive.

[c9off]

For any poor sole that finds their way onto this thread with the same problem as me, the problem resolved itself following the Tech's efforts, quoted below.

This problem had nothing to do with me - why do I have all the time & effort when Vodafone are at fault. bad show! I'm off in a couple of months!!

      "I've resynched the box at this end to help clear any old errors from the system, so follow these steps to reset your Sure Signal box"

[jeffkinn]

A change of router will usually kick off the change of location messages.

I agree with you about technology needing to work but we also need to appreciate that this is a phenominally complicated piece of technology and Vodafone has been the only network for a number of years to offer such a device. I feel that we, as users, should be ready to invest a few minutes of our own time in order to make sure that we get the best result in conjunction with Vodafone.