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

[Gary_G_Thomas]

The coverage map shows a Good signal indoors and out on 2G for our postcode and also a good signal indoors and out on 3G U900.  It shows a poor signal indoors on standard 3G.

My wife has a Vodaphone 2G Nokia and my daugher and myself are on 3G contacts.  I have an S3 Galaxy and she has an I-Phone 5.

All 3 of us get an intermitant service indoors on 2G (sometimes we do not get a signal for days). Neither my daugher or myself get anything on 3G.  Our phones shoudld recieve a U900 signal. We both 3G is we bother to walk up the road.

Signal needs boosting I reckon.  I would say the coverage map is incorrect.

[Retired-Wayne]

Hi Gary_G_Thomas,

Can you please post the template back from the troubleshooting thread?

We need your postcode to be able to look at this.

Thanks

Wayne

[Gary_G_Thomas]

Post Title: 'First half of post code - Area' E.g. ST1 - Stoke on trent

1). Does the issue happen in just one location? YES If so, how far do you have to travel to regain service? Step outside the house to get 2G. Note cannot get any signal on 3G

2). What is the full postcode of where the issue occurs? If you don't want this showing on the forum, add it to your profile here. SK97QT

3). Does the issue occur if you try your SIM card in a different phone?  Not tried as phone worls fine away from home.

4). Are there any issues in your area already reported on the Network Updates Board? Other users complain of poor signal

5). Does this issue happen on 2G, 3G or both? To check, go to the Help Centre, select your phone and then select "network". Both. Can only get 2G outside. Inside 2G is very inconsistent and non available 80% oif the time.  Cannot get 3G inside or out 

6). What errors are seen or heard when the issue occurs? "Network Not Available"or, "Not Registered on Network"

7) When did you first notice this issue? When I got my new S3.  I undersood I would get a good 2G signal as well as a good 3G signal

😎 Is the issue permanent or intermittent (if intermittent, are there certain times of the day when it occurs)? 3G is permamant. 2G is intermitent.

[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