No 3G signal from Sure Signal v3 (lights look OK)

[olaflauder]

Symptoms:

Unable to make calls from 2 mobile phones via Sure Signal v3. No 3G signal being issued by Sure Signal.

Sure Signal lights appear normal (i.e. Power light: Red/solid, Internet light: White/solid, In-Service Light: White/solid)

Have reset the Sure Signal device (unplugged, replugged holding reset button for 10+ seconds) to no avail.

Evidence requested by Vodafone:

1. Speed test results: Ping 30ms, download 17.34 Mbps, upload 1.02 Mbps
2. Your ping test results: Ping 28ms, Jitter 0 ms
3. Your external IP address: 19.132.108
4. The results of a traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  192.168.0.1

  2    21 ms    21 ms    21 ms  host-92-19-128-1.as13285.net [92.19.128.1]

  3    21 ms    21 ms    21 ms  host-78-151-227-8.as13285.net [78.151.227.8]

  4    21 ms    21 ms    22 ms  host-78-151-227-33.as13285.net [78.151.227.33]

  5    21 ms    22 ms    22 ms  host-78-144-9-220.as13285.net [78.144.9.220]

  6    28 ms    30 ms    30 ms  host-78-144-9-91.as13285.net [78.144.9.91]

  7    29 ms    28 ms    28 ms  host-78-144-13-8.as13285.net [78.144.13.8]

  8    28 ms    28 ms    28 ms  ae12-xcr1.ltw.cw.net [195.2.23.137]

  9    28 ms    27 ms    31 ms  ae32-xcr1.lns.cw.net [195.2.24.126]

 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     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

Trace complete.

1. Your Sure Signal serial number: 43151614658

Now over to Vodafone – please fix!

[apdavoren]

Yes, that 2nd level of security is so frustrating, particularly if you're trying to sort a phone issue and don't have mobile coverage. I tried pressing the 'send me a text' button then racing up the road to find a signal only to have the text come through with it flagged 'sent 23 minutes ago' and the session expired. Seriously, the 2nd level authentication is not needed. More and more businesses are using such a system and it's frustrating. My wife tried to pay her tax online. No can do without a phone signal. Until the entire country has coverage (including the towns around here) it's a useless 'London-centric' idea.

[drey_p]

---

@apdavoren wrote:

Seriously, the 2nd level authentication is not needed. 

---

I would strongly disagree with you on that point. It is most definitely needed.  It helps to prevent people's accounts from being hacked and mobile phones being ordered in their name.

Hacking of peoples' accounts has happened across all networks and it is good to see something being done about it by Vodafone.  Since it came out, there has been a dramatic drop in the "my account has been hacked" type threads.  In fact, I can't remember when last I saw one of those posts. 

[stinky_bob]

I am fully supportive of 2-factor, but don't assume everyone has mobile coverage here in the UK. Outside of the cities there are lots of places (eg; villages) without good coverage so don't only offer mobile for 2-factor.

Why else would we be talking on the Sure Signal forum!!!! We're not using the device for fun.

Offer an internet based one. If you have mobile coverage you can get internet, if you don't have mobile you might still get internet.

[apdavoren]

Personally I don't care that much if someone hacks my account. They can make a nuisance but less than being locked out of my account when I don't have a signal. Stinky-Bob has the right idea. Don't assume folks have mobile signal. Offer an alternative

[drey_p]

I don't classify defaults on accounts taken out in your name a mere nuisance. Especially as the onus would be on you to prove that you did not take the account out and then unpick the mess on your credit file.

There is an alternative. Add your landline number to your account and use that to get your code. It's not as convenient as a text but it works.

[apdavoren]

I'm not sure how someone could abuse my account without knowing the 3 digit credit card number. I have no direct debit facility. The inconvenience of not being able to access my account is real, as opposed to a possible inconvenience from a hacker. Perhaps the 2nd level security could be optional to suit us all.

I have my home phone registered but it doesn't receive SMS. Is there a free call number for customer service? Thanks.

[drey_p]

---

@apdavoren wrote:
The inconvenience of not being able to access my account is real, as opposed to a possible inconvenience from a hacker.

---

I think you have things the wrong way around - the risk of an attack from a hacker is a very real possibility.  Again, having your credit file trashed isn't an " inconvenience" - it is serious and a heck of a lot more than an inconvenience. 

It doesn't matter if you do or don't have a direct debit.  Nor does it matter if they don't have your full card number.  They can still take out a contract in your name, for which you will be liable if not paid.  

As for additional security being optional - there is no way that should be allowed.  You need one policy for everyone.

If your home phone doesn't receive SMS, perhaps you need to contact your provider to see if they can enable it for you. You can call customer services on 03333 040 191