Having been on the receiving end of Vodafone Technical Support, I must query the level of commitment and training that is undergone before anyone posts alleged answers.
Whilst the "One size fits all" script regarding the Sure Signal may assist Vodafone, it is my experience that this rarely addresses very real problems that customers face when a problem crops up.
Sure Signal devices are bought because a customer has a problem receiving mobile service at a particular location. Once they are installed successfully, there is rarely any need to make any changes. As a user of one of the first of these devices (an SS1) its only real fault was that of a weak power supply that was simply not giving out enough power to start the SS1 up. The Vodafone support that was given was simply abysmal and it was only after a lot of research that the actual culprit for the fault was discovered. When I asked about getting a replacement PSU, I was told I had to buy a new SS. I ended up buying a PSU from a well-known auction site for substantially less than half the price of a new SS.
A couple of days back, my SS showed that it could not reach the Internet with just the power LED on. Vodafone Tech Support wanted trace data as well as a few other things before they would venture a guess for the fault. I bided my time and sure enough, a few hours later the SS started working without me doing a thing. It was a Vodafone problem fair and square, but nothing was said by them by way of a status update or apology.
Vodafone needs to address their customers with a bit more professionalism and knowledge before spouting the scripted demands. Anger in the user-base is proportional to the amount of respect we are shown, and recent events prove that there are more "swept under the carpet" faults than are admitted.
We have Sure Signals due to a deficient service in our areas from Vodafone's network. Sure Signals use bandwidth taken from our broadband service which we pay to another company to receive, so in many ways Vodafone should be more respectful of the service that we are giving them for free.
So next time - Vodafone - you get a user whose SS has been working for a very long time without changes and who suddenly finds that their SS is not working, do not assume that it is the user's fault. Your service is often the source of the problem, not the SS nor the user. If you start seeing people asking why their SS is not working (when it was a matter of hours before) it is illogical to start blaming the people who are simply trying to use your network. Asking for trace data and IP addresses should be done AFTER you check that your server and systems are actually doing their job.
Yes, I am angry and very disappointed that simple support seems to be beyond a multi-million dollar company when so many good and talented people are out of work in the IT industry.
Wherever I lay my '@', that's my 'ome.
