On-Going Sure Signal Problem - 3 weeks and counting

[bp2000]

After my last Sure Signal died with the well known power failure problem I bought a new one to replace it. After working for around 1 week the device has been in constant connect mode with a single flashing world symbol since. After calling the help desk numerous times over the past 3 weeks I have been told the same thing over and over again.

Firstly it was BT's fault. Then it was a known problem with a few devices that were registered in the lead up to the BT fault. Today I was told that the latest issue has only just been brought to 3rd line supports attention. In all cases I haev been told that there is no fix SLA although they think it will be in a day or so..... so much for expectation management!

This isn't good and certainly not becoming of a global company! I see many others on here are also suffering from similar issues. So I am hoping that posting on here may get more traction with regard to getting the problem fixed.

I have read all the FAQs and believe I have carried out all of the suggested tasks. As such I find myself now posting all the details that some of the support members seem to be requesting in the vein hope that I may get the device back up and working. So here goes.

Speed test
Ping: 18ms
Download: 51.57 Mbps
Upload: 8.88 Mbps

Ping test
Ping: 13ms
Jitter: 0ms

IP Info
IP Address: 109.148.36.206
IPV6 Address: ::ffff:6d94:24ce

Tracert:
traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 xxxxx.xxxx.com (192.168.10.1) 0.648 ms 0.377 ms 0.331 ms
2 * * *
3 * * *
4 31.55.185.176 (31.55.185.176) 11.530 ms 11.157 ms 11.000 ms
5 core1-hu0-10-0-0.colindale.ukcore.bt.net (195.99.127.130) 11.109 ms 11.028 ms
core1-hu0-8-0-1.colindale.ukcore.bt.net (195.99.127.144) 10.815 ms
6 peer6-hu0-7-0-0.telehouse.ukcore.bt.net (62.172.103.15) 12.006 ms 12.138 ms 11.878 ms
7 t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238) 11.069 ms
166-49-211-228.eu.bt.net (166.49.211.228) 10.872 ms
166-49-211-230.eu.bt.net (166.49.211.230) 11.298 ms
8 166-49-211-254.eu.bt.net (166.49.211.254) 11.242 ms 11.118 ms 11.558 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
^C

Sure signal serial numbers is:

42162298576

If there is anyone who can help I would be very greatful. If I need to post more informaiotn then please let me know and I will do so straight away.

Thanks,

A failed Sure Signal user

[BandOfBrothers]

Hi @bp2000

I can certainly understand why you'd be frustrated with this especially when the SS Device is to help with signal issues.

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.
 
Hang in there and I'm sure they'll be in touch. 

[Rahim]

@bp2000 Sorry to hear about the trouble you've been experiencing with your Sure Signal. 

I can see that your device isn't configuring correctly with our server, therefore I've escalated this issue to our Specialist team. 

Your Sure Signal will automatically start working as normal once the issue has been resolved. 

[bp2000]

Thanks @Rahim ... fingers crossed!

[bp2000]

Hi - so just checking in to see if anyone has manged to get this resolved. It looks like it hasen't for me and numerous other users so I think I will call today and try and get a refund as its becoming a poinltess exercise wiaiting for what looks to be moire like a miricle with every passing day.

Vodafone - this really is pretty pathetic service provision and also customer service.... how do you get away with still selling these devices???

[Rahim]

@bp2000 Sorry to hear this. 

We're still trying to resolve an issue which appears to be affecting your Vodafone Sure Signal. 

As soon as the issue is resolved, you'll receive a text message to let you know and your device will start working again

[bp2000]

Hi all,

So I called up Vodafone and told them of my on-going issues and that my device had worked for 2 out of the 8 weeks I have had it. As such I stated that I thought the device was defective and that I wanted a replacement.

The agent agreed and a new device was shipped out to me and the currier also took the old device away. Within 2 hours I was back up and working with Sure Signal.

I can only assume that if the device wasn’t faulty that the process of re-registration is what fixed it but either way I am now back up and working after 6 weeks of no service and also no updates from Vodafone.

If anyone else is having similar issues then maybe you can try a similar approach.

Goodluck!

[Retired-Charles]

@bp2000 - Thanks for the update.