Sure Signal (2?) issues

[strover]

Hi eForum team
5 years ago you kindly arranged a sure signal device for me when the Vodafone signal within my flat went from strong to unusable. It seems that the sure signal has now died as it no longer gives a 3G signal despite trying all the troubleshooting tips found here. I'm back to square one of barely getting a bar of signal at my home address. Help?

Thanks in hope

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[strover]

Ping: 15 ms

Download speed: 15.58 Mbps

Upload peed: 18.92 Mbps

Line quality: B

Ping: 43 ms

Jitter 29 ms

Packet Loss: 0%

Server: Galway

Distance: 400 mi

IP: 80.189.78.226

IPV6: ::ffff:50bd:4ee2

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    95 ms    98 ms    99 ms  dsldevice.lan [192.168.1.254]

  2    11 ms    11 ms    13 ms  lo0.10.central10.pcl-bng01.plus.net [195.166.130

.138]

  3    14 ms    11 ms    10 ms  irb.10.pcl-cr02.plus.net [84.93.249.82]

  4    11 ms    10 ms    33 ms  ae2.pcl-cr01.plus.net [195.166.129.6]

  5    11 ms    11 ms    12 ms  ae1.ptw-cr01.plus.net [195.166.129.0]

  6    13 ms    12 ms    14 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  7    16 ms    14 ms    14 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  8    12 ms    12 ms    11 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.1

46]

  9    12 ms    12 ms    11 ms  195.50.118.230

 10    16 ms    14 ms    16 ms  ae22-xcr1.lns.cw.net [195.2.30.61]

 11     *        *        *     Request timed out.

etc

Serial Number: 21228606360

[Retired-Matt_B]

Hi strover,

Everything is fine with the details you've provided.

Give the age of the Sure Signal, there is a possibility that there's a fault with it.

The easiest way to rule this out, is by testing the Sure Signal at a friend or family member's house.

Let us know if the Sure Signal works at another location and we'll look into it further. If the Sure Signal doesn't work elsewhere, it's likely that it's faulty. You'd need to get a new Sure Signal, if this is the case.

Thanks,

Matt B

[strover]

Hi Matt B

Thanks for helping to confirm that it is a device problem.

The issue therefore is that your colleagues first arranged the sure signal for my home as they acknowledged that there had been a change in signal strength from usable to unusable in the area and were unable to rectify this any other way. With the device now failing, I do not have a usable signal at my home address and therefore am not receiving the service paid for. How can this be addressed by Vodafone please?

Many thanks
Paul

[DaveCD]

Hi strover

Have you tried the Sure Signal at another location as advised?

The Sure Signal will be out of warranty, so if it is faulty, you'll need to replace this.

The link Matt B provided shows you the latest version of Sure Signal available.

DaveCD

[strover]

Hi DaveCD

Yes and the device does appear to be the problem.

Just so I have it in black and white - please can you confirm that Vodafone now retract the previous acknowledgement of the service level at my address being decreased and barely useable, and that you have no proposed solution?

My renewal of contract has only ever been based on the agreement that you would ensure my service provision was adequate.

Spending additional money is not a resolution in my eyes so please can you let me know how we proceed?

Once confirmed that you see your option above as adequate, please can I have the contact details of your Head of Customer Relations.

Thanks
Paul

[Ben_H]

Hi Paul,

As with the phones we provide, Sure Signal may need replacing or repairing over time.

So we can access your account and discuss options, I've sent instructions on how to reach my team here.

If you'd rather write to Customer Relations, you can find the address in our Codes of Practice. If you select this route, my team will no longer be able to assist you.

Many thanks, Ben

[strover]

Hi Ben_H

Many thanks for the quick reply, sorry mine has been slower.

I've now emailed as per your message.

Thanks

Paul

[Sukhi]

Hi strover

Please reply to the email we sent you yesterday, so that we can help further.

Thanks

Sukhi