Problems with replacement sure signal box not working

[ccaasjf]

Sure Signal device serial 42164480148

Ip address reserved with DHCP to 192.168.0.8, it is connected with the connection light slowly flashing. 

Virgin Superhub 2 with the following ports open:

VDSS_53 53TCP&UDP192.168.0.8

VDSS_67 67UDP192.168.0.8

VDSS_68 68UDP192.168.0.8

VDSS_8 8TCP&UDP192.168.0.8

VDSS_5050TCP&UDP192.168.0.8

VDSS_33434 33434..33445UDP192.168.0.8

VDSS_123 123TCP&UDP192.168.0.8

VDSS_500 500TCP&UDP192.168.0.8

VDSS_4500 4500TCP&UDP192.168.0.8

VDS_1723 1723UDP192.168.0.8

[domussalix]

@Carly - Vodafone

Carly.... please.... read my post.  I've had this problem since I installed the new V3 SS on the 18th November.  The Vodafone SS team have acknowledged to me that there's a problem at their end.

I have called them almost everyday and they can't give me even an estimate of how long it will take to solve the issue. They told me there are 100's of people affected by this problem.

So, your coming along, after having had the fault for 10 days now, and suggesting I go through the basic trouble-shooting routine is very irritating. 

Do you not think that this was the very first thing that Vodafone had me do?

In a post you made 3 days ago, you yourself acknowledged that the SS team had told you there is a current registration problem. Duh!

[iany]

Oh dear antoher thread about people that mainly have replacements as theirs exploded and cant get them to work, i came here looking for some answers and find more of the same. 

clear message needs to be made pulbic here, what's going on? when will it be fixed? what is the problem?

i've worked in technology for many years and find transparency is the onyl good policy when anything goes wrong. people are far more understanding if there's a problem than they are of being left in the dark and decieved into thinking the problem is theirs (if it doenst work contact your ISP advice in trouble shooting etc.) 

its very dissapointing, how bad is the network if we all rely so heavilly on these sticking plaster fix devices anyway? 

[ChazzD]

Hi all,

As previously advised, our Technical team are aware of an issue that is affecting some new registrations.

They've found the route cause and are working on getting this fixed as soon as possible.

In the mean time, they've advised to keep your Vodafone Sure Signal devices plugged in. As soon as the fix is in place, the boxes will be registered. 

Apologies for the delay in getting this issue resolved. 

[Innominate]

I too have had problems for weeks now.  It worked for a week and then stopped and has never started again despite re-registrations.  All the tech people seem to be able to say to me is that I have to go through a lot of procedures I don't undedrstand involving pings and jitters and other impenetrable jargon terms, and also that I have to fiddle about with the internal software of my state-of-the-art router - BT Smart, said to be the best available by many commentators - by altering port forwarding, whatever that is.  I am not willing to try to tinker with matters that I don't understand, and I don't see why I should have to.  I keep on saying this to them but they merely keep repeating that that's what I have to do.  They seem to have given up on me entiurely now and I am just as fed-up as the hundreds of others seem to be and about to accept that I have wasted my money and hours of frustration.

[lesley660]

Very interesting reading all of these posts. I've had exactly the same problem.  Took a month of them telling me to wait another 72 hours.  Then they told me to send it back and wait for a refund and buy another one.  I got cross so they sent me a replacement.  Now that's not working!  Unbelieveable service!!!

[Simon_Kr]

Team,

Thought I'd give you an update.

The Suresignal v3 box which I purchased and registered the serial number on the 19/11, as a replacement to my original burnt out one and which  has been blinking at me like a demented cyclops now for over a week and is still not connected.

I was fortunate enough to have bought my original burnt out SS box via Vodafone Corporate / Business, so I escalated via them and have been sent out a "nearly new" replacement. This arrived Saturday PM, but I wasn't able to do anything with it until today. Registered it today and to my absolute amazement it was all connected up and working within 15 mins!!

So Vodaphone customer care / suresignal teams it appears that it was
 - nothing to do with my line speed
 - nothing to do with my internet connection

 - nothing to do with my router.
(but acknowledge that it might be for others)

Speculating, but maybe it's something to do with the registaration of the new suresignal serial number? The escalations person I spoke to did say something about "Sure signal boxes which were registered around 17th/18th being affected".... I don't know.

Happy it's now working, but very perplexed as to what actually fixed it....

Just now need to take the "intermediate" store bought unit back and get a full refund.

Best of luck to you all. I really hope you get yours working soon!

[Dave_0203]

Simon_Kr & Others,

Assume you have seen this thread....

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Problems-with-replacement-sure-signal-box-not-w...

A very interesting development indeed!

Are these devices really fit for purpose? Surely Trading Standards & OFCOM shoule get involved!!!

Cheers, Dave

[Simon_Kr]

@Chazzd and everyone at Vodafone.

You must, must start publishing some information and timescales, and not just that "you're working on it".

You must be clear to people what the problem is and publish regular updates on progress.

Fact: Vodafone ssv3 boxes are failing much earlier in their life cycle than they should. This absolutely needs to be addressed and publicised.

Fact: Vodafone customer care and suresignal technical support are not consistent with their response to failed units in line with your own ceo's explict agreement with West Berkshire trading standards, as per the original post on this thread.

Fact: Vodafone sure signal and other Vodafone teams go to response recently has been that customers should change their settings and configuration, which it seems quite clear they should not be doing, due to current known Vodafone issues. Although in some cases, but would imagine the minority, this might need to be done.

Fact: customers really should not be having to seek assistance for their own isp providers for what in the ssv3 quick start instructions indicate should be a plug and play style setup.
Especially as there is apparently a known issue on the Vodafone side of things.
Not all your customers work in IT or have technical understanding of "port fowarding" and similar.

Fact: Vodafone are upsetting customers in their droves and it's only a matter of time before loss of customers, Ofcom complaints and at best major bad press or financial fines follow.

Information and correct communication is key in situations like this.

Ultimately Vodafone this is your choice as to how you wish to handle your customers, but it seems like you're getting it royally wrong at this point.

[Simon_Kr]

By the way do you not understand how much combined time, anxiety and costs your customers are incurring around this issue?

[SteveCov]

I have just ben told that the problem is with Nokia?? I am not sure where Nokia fit into this mess, but apparently Vodafone are still waiting for an update from Nokia in order to resolve this problem

Nokia? - What next