I'm having issues with my Sure Signal box and have been on the phone to Vodafone multiple times over the past week, but it has now got to the point where I last spoke with your technical support on 3rd Dec, emailed over the information he asked for the same day and have heard nothing back, despite sending another email chasing a response, so in desperation I'm trying here in the hope that someone will actually respond and sort this issue out.
For the past month, the signal on the 2 phones registered to the box have dropped to 1 bar, and there is no 3G available at all. My phone is an iphone and my partners is a blackberry. He upgraded his phone last week to the iphone 5, and that still has 1 bar of signal and no 3G. I've reset the box like I was asked, you've re-synced the box your end, I've removed my sim card whilst the phone was still on, re-inserted and turned the phone off then on again as requested, but still nothing. I was then passed through to your tech support who checked all the correct ports were open on my router, everything ok there. They got me to do a speed test, that was fine too, so I was then passed to further tech support who took control of my laptop and started to test things by 'pinging' addresses from my laptop. He said the results showed there was a problem and asked me to contact my provider to ask for mapping of how my router directs traffic.
I spoke to my provider, copied to them the ping results screen from my laptop and their response was "The vodafone guy was probably just getting confused with all those *'s in the first few lines. That is actually perfectly normal on Be as long as it continues later on. Be block the protocols that are required for traceroute and ping to work on their own core network, so you just see *'s as the traffic is ignored. The important parts though are the lower down bits. Same goes for this trace - absolutely normal.
The second hop times out again for the same reason - low ICMP response from a device n our network. But the destination is reached in the end, so no need to worry here"
I forwarded this email on 3rd to the address that the tech support gave me and have had no response since, despite a further chase from myself. This is getting beyond frustrating as the signal is really poor and affecting phone call quality for both myself and my partner. I think it's fairly safe to say that I've tried pretty much everything I can do from here, so has it not reached the point where someone turns around and says that the box might actually be faulty and offers a replacement?
