No 3G through SS1 since power cut

[Poppa_K]

Serial no 21221756014
We have three Vodafone numbers registered to our Sagem SS1 hub using two x iPhone 4s and one iPhone 4.
The SS hub is linked by the Ethernet cable it came with to a BT Infinity hub. I have tried the cable in different ports.
The device has worked fine since we got it in 2010, until we had a two hour power outage on Friday afternoon 22 March. Power cuts aren't uncommon where I live and they haven't affected the device before.
The correct three lights are showing and I re-set the hub around 24 hours ago. The lights sequenced correctly as it restarted. The two lights adjacent to the Ethernet port are active, the green light is solid and the orange light is flashing. I am reluctant to reset the hub again as I understand it "can take up to 24 hours" for it to work properly.
Grateful for advice.

[Poppa_K]

Hi Dave

I did a further speed test after I sent you the details & the download result was around 5.56mbps via iPhone 4S and a laptop. Ping & upload results were similar to the earlier test. This was while the SS1 was connected. It behaved no differently to how it does on my home connection with the appropriate lights being present. All told, it was connected for an hour or so at my friend's house & there was no sign of any 3G. (Vodafone reception not great there either).

Thanks again

[Retired-Lee]

Hi there Poppa_K,

Your issue sounds similar to this one.

I've sent you 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 in touch.

Cheers,

LeeH

[Poppa_K]

Lee

Have you fobbed me off to Vodafone Customer Services rather than the Web Relations Team? I am now receiving 'stock' answers from Darshit who, I suspect, is not part of WRT. In his latest message he suggests that other posters' problems have been resolved so perhaps mine has too. I can categorically say it hasn't.

I am losing patience now it is a full fortnight since three of us have been able to use our phones at home.

I look forward to your constructive reply.

Ian

[Retired-Lee]

Hi Poppa_K,

Thanks for coming back to us.

The Sure signal has made another connection to our servers last night at 6:12pm.

If the VSS is still not giving any 3G I'd suggest you de-register and re-register it.

Thanks,

LeeH

[Poppa_K]

No idea why it made another connection to your servers at 18:15 BST(?) on 5 April. I do not remember resetting the device yesterday. I have de-registerered & re-registered my Sure Signal at 13:45 BST today but still no joy. 'No Service' on all phones.

[Retired-James]

Hi Poppa_K,

Please reply to our last email confirming that it is still not working.

When you do this please can you change the subject to EFT195 so that we can get a case raised for you directly.

James

[Poppa_K]

James

I replied to the PM yesterday, as requested, but the mail I said is showing as not yet read. I confirm that for the 17th successive day, we have little or no service at home and the Sure Signal hub is not connecting with any of our phones. I am afraid my wife is threatening to get in touch if Vodafone are unable to expedite a resolution for us. You have been warned 😉

Just an idle thought, why not send us a new one to see if it works? That might solve this mystery.

Thanks

[Ben_H]

Hi Poppa_K,

Can you just confirm that you're replying to us via email and not PM? As stated in the PM's my team send to customers, we do not monitor our PM inboxes to help us to concentrate more effectively on secure and official channels like calls and emails. Using the code James has supplied above will route you to my department specifically for a call (or email response if we can't reach you). If you have sent an email, can I have the eight digit reference from the auto-reply you got to confirm we received it? It'll look something like (#12345678).

I'm afraid it's not really feasible for us to send £100 worth of equipment out 'just to see'. New units are only available for purchase online or in store. We can however facilitate a warranty repair if we find one is needed for your unit (just as we would a mobile phone) once we've explored all possible causes for your issue.

Cheers, Ben

[Poppa_K]

Hi Ben

I think I am losing the plot, I really am struggling with all the various channels. The only communication channels I don't have available to me are our 3 mobile phones. I did reply to the Vodafone-eforum@vodafone.co.uk address but I didn't really understand the auto reply which didn't have a # reference number. I did reply to Vodafone Customer services earlier in this saga & I got a response to a WRT165 query from your offshore customer services agents. I concluded it would only complicate matters if i started dealing with them as well so came back through this channel. Ifnit helps, the reply I got from your offshore team was under ref WRT165 [#11298527].

I note what you say about the value of the equipment. Surely it is the value of my custom that matters? I am not getting the service I pay for & it is clearly the equipment that is at fault.

Please tell me what to do next, send me a reply envelope to send off my hub for repair by all means but clearly that will leave me with no service for yet another period of time.

Thanks

[Retired-Andy]

Hi Poppa_K,

Thanks for the information, I’ve checked your serial number today and can see that your Sure Signal connected to our servers last night at 19:39, are you now able to get a signal?

I can also see that you’ve deregistered and then re-registered the unit so, to make sure your Sure Signal is as up to date as possible, I’ve just forced a resync of your device.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let us know how you go on and if you do need to get in touch, just reply to the last email you received from us, but change the subject to EFT195.

Thanks

Andrew