Sure Signal V3 works intermitently with Virgin Media Super Hub

[Gary_G_Thomas]

Bought my Sure Signal 3 months ago after I signed up for a Samsung S3. It turns out that I cannot get a signal using GSM (3G) in SK97QT despite assurance that I would get a good signal in my postcode on 3G from the web site.

Any way, Sure Signal worked brilliantly at first, but then then disconnected approximately every 7 days or so since then.  Sometimes I can reset myself, but usually it has required a call to second line support (after getting through first line support) to reset or synchronise something centrally.  First line support always suggest the same old reset routines which rarely work. 

However, on Friday 23rd August the Sure Signal went down again- Solid RED light with a flashing white second (internet connection) light and no third or 4th lights. My Virgin Super Hub recognises the Sure Signal by the way ask and my internet speeds are superfast (you have checked) and everything else that is connected to it works.

The situation is still the same 11 days later after 4 sessions with first line and second line support.  I have also got Virgin to check that all the ports are open on 2 occasions.  A fifth session last Thursday morning with the specalist 3rd line support should have resolved BUT situation is still the same.  I contacted 3rd line support later on Thursday via the e-mail addresss they gave me but got no response.  On Friday I was assured by second line support that I would be contacted by 3rd line support (who had received my e-mail), but as the service level was 24 hours I should not expect a call until that Friday afternoon.

It is now Tuesday afternoon and I have not heard anything yet. I have spent hours logging in to on line support and making calls.  Please can you help.  I am at a loss to understand why the Sure Signal can work brilliantly and then stop completely.  Virgin have made all the port changes requested although they do state that a cable provider can only operate on PPPeA and not PPPoA as requested. They also say that ports are only enabled for both TCP IP and UDP for customers with business accounts and not standard retail customers and I would need to upgrade my account if I want this.  

Lots to digest I know but I feel I am being given the run around here - particularly as the Sure Signal has worked fine for long periods. I have been asked to do manual resets, re-register my phone again, take it to a Vodaphone shop to get a replacement and contact my internet provider to check ports etc (shop refused by the way as they do not do replacements unless it is within 4 weeks of purchase and then asked me to get back to customer services!).  There are 3 Vodaphone mobile customers at this addresss who are well aware that the 4th mobile in the family, which is on Virgin, works fine from this address all the time. 

Can 3rd line support please get in touch with me to sort out?  I cannot beleive that your Sure Signal can be incompatible with one of the counties major internet providers.

Regards Gary

[Ben_H]

Hi Gary,

Out of interest, are you able to try a speedtest for me during a test call to see if the internet service drops causing the call to fail?

Also, how far away from your router is your Sure Signal currently situated? 

Cheers, Ben

[Gary_G_Thomas]

Just made a call as you asked.

Speed test results were 62.14 download and 2.18 upload which seems OK.

However it dropped out again and went back to the old problem.  

So I had all the all the right lights on for almost half an hour and looking good.  But as soon as I used the phone and connected (the phone did work by the way) the internet conection dropped out within 30 seconds to a minute! 

The Sure Signal is about 3 feet away from the Router.  It has been much closer and has worked fine for up to a week.

[Gary_G_Thomas]

Sure Signal has just reconnected again.  And as soon as I used the phone it droped out again.

[Retired-Kay]

Hi Gary_G_Thomas, 

Could you try it on a different Internet connection (at a friends house maybe?) and let us know if this still happens? 

Kay

[Gary_G_Thomas]

Dob you think that the router is the problem?  We have already establsished thet Virgin Media do not use PPPoA protocols.

Gary

[Retired-Lee]

Hi Gary,

Its a possibility.

You could try a new ethernet cable.

If you could try it at a friend/relative's house we'd be able to rule in/out the VSS being faulty.

Cheers,

LeeH

[Gary_G_Thomas]

If this is the best that Vodaphone can do I think you should refund me the cost of the Sure Signal and cancel my contract so I can go to a supplier that can provide me with a signal.  Your marketing materials clearly state that I can get a signal in my postcode.

Do you seriously expect me to find a friend willing to let me connect my VSS and wait several hours for it to connect via their router.

I was promised a replacement VSS weeks ago by customer services if this problem continued.

[Gary_G_Thomas]

I have also connected a new ethernet cable and it makes no difference.  Cannot see why it would as my PC was conncting via the original cable.

All my other devices work through this router.  Why would it be a problem? Surely the VSS is faulty.

I have now done the foliwng that you have suggested over the last 2 weeks: multiple ressets, taken the VSS to my Vodaphone shop to get it checked (they could not do it), re-registered the VSS (this was unecessary), replace the etherrnet cable, get the ports checked by Virgin (I have done so twice).

You have promised me calls from 3rd line support who have not responded.  There are 3 vodaphone customers at this house and I have been a customer for 13 years. Surely I deserve better than this! 

[Retired-Dave]

Hi Gary_G_Thomas,

The suggestion of trying an alternate Internet connection is so that we can see if the problem does lie with the Sure Signal itself. If the box works there then it shows that isn't what's causing the problem. If it doesn't we offer a warranty repair service to address any faults.

If the coverage map shows you should have signal but you're not seeing it, have you tried our network troubleshooter? It helps us to look into any local signal issues.

Dave

[Gary_G_Thomas]

I have tried the Trouble shooter on numerous occasions and everything else that has been suggested.  You are just repeating what has already been suggested. 

Third line support have now been in touch again and have looked at the settings remotely.  They have found an issue with the settings that were made last week.  So the VSS was never going to work properly unless this was corrected, no matter what I do at this end.

Now waiting to see if this works.