Sure Signal full signal but can't receive calls or texts

[bottleofred]

Hi,

I have been experiencing problems receiving calls and texts with 2 phones for 15 days now. I have spoken to the technical support team pretty much every day to try to reach a resolution to this problem and have been fobbed off repeatedly. Lights 1, 2 & 4 are all permanently lit and light 3 flashes when a call is being made. Both phones ( a Nokia 6700 slide and a Motorolla Razr) always worked well before on the sure signal box (it has been installed since August 2010) until recently. When away from the suresignal box, both phones work fine. The serial number of the sure signal box is 21224729877. My broadband provider is BT and the current hub is a homehub 3. One of the technical support team suggested this hub isn't compatible with suresignal, so I changed back to the homehub 2 and it made absolutely no difference. This appears to be a well known fault that suresignal has, yet Vodafone appear to be in denial about it! Can someone please help me resolve this matter. I have been through many factory resets and apparently the firmus software was upgraded also! I read on other threads that changing the postcode the suresignal box is registered to can resolve this problem. This was tried on Friday night for over 12 hours as I contacted one of the tech team and then called on Saturday morning to reinstate the previous postcode. While a message someone had sent me on Friday did come through at the house, this only worked temporarily.

Can someone please help to resolve this matter?

Thanks

Colin

[bottleofred]

Hi Dave,

I have spoken to my internet service provider regarding the hops speed. To quote them "Vodafone are passing the ball". I have no doubt that many people benefit from the suresignal service and I did for 3 years. However, this doesn't help whenever many of your colleagues have made many suggestions to solve this problem and all have failed! I am particularly amused that we can receive texts from vodafone, but nobody else, so would appreciate an explanation regarding this! I note you haven't rushed to explain that! Forgive me if I sound a little annoyed, but this problem has been going on for over 2 months and is now almost laughable as far as I'm concerned!

[Jenny]

Hi bottleofred,

Your ISP will need to help regarding your speeds, as if your hops are over 300ms then this is too high for the Sure Signal to work.

Regarding your text message problem, is this only the case when you’re connected to the Sure Signal? It’s odd that you can only receive texts from Vodafone numbers.

This could be a separate issue and not related to the Sure Signal problems you’re having so we’ll need more info about when this happens.

Thanks,

Jenny 

[bottleofred]

Hi Jenny,

At home, there would be no signal without the suresignal box and at least 2 phones have been able to receive text messages from vodafone at this location at varying times. If I call 191 to get a balance check, the text will be received no problem. My wife has received messages on her pay as you go from vodafone while using the sure signal box, so we have no idea what is going on. As I have stated previously though, we can phone and text out using sure signal, but other than texts from Vodafone, we cannot receive calls or texts. I will speak with my Internet Service Provider again, but can assure you that they think Vodafone are passing the buck!

[Ben_H]

Hi bottleofred,

Thanks for replying. So we can look into the text situation, I've sent instructions on how to reach my team here. If you can include any example texts on the email message, that would be a massive help.

With regards to the speeds, like any hardware using your internet connection there will be minimum requirements needed before it will work. Much of this is covered in the main Sure Signal page.

Cheers, Ben

[bottleofred]

Hi Ben,

My wife will receive texts on her pay as you go vodafone mobile using the sure signal box from Vodafone regarding free calls at the weekend etc and I will get a response via text on my vodafone contract phone when I call 191 to check the number of  minutes used etc. As stated previously, we can call and text out on the mobiles using the suresignal box, as there is no other signal available.

[Retired-Andy]

Hi bottleofred,

I can see your Sure Signal connected to our servers this morning at 02:14, is everything now working for you?

To make sure it’s as up to date as possible, I’ve just resynced the unit for you.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[bottleofred]

Hi Andrew,

Unfortunately, the reset has not been able to fix the problem and we still are unable to receive incoming texts and calls unless they are texts from Vodafone!

[Retired-Kay]

Hi bottleofred, 

Can you follow Ben's instructions to email us and make sure the routing code is in the subject line? If you don't include this the email won't come through. 

Thanks, 

Kay

[bottleofred]

Hi Kay,

I am not sure if this message is going to where it is supposed to. There is still no incoming calls or texts on either mobile phone using the suresignal box.

[kirstymunro8]

hi

i too have been experiencing exactly the same issues , and to say the least am extremely sick and tired of being fobbed off... i flat refuse to go down the road of doing any further tedious checks and re sets etc etc etc,,, worse still i work from home and i am finding it impossible to function as i cannot receive incoming calls or texts, and havent been able to for the last 2 months.... !!!!!

i work for a multinational company who use vodafone UK wide, and i will be taking this much further. from a personal point of view, i am due an upgrade and i am thinking i will go elsewhere now having been with vodafone for about 18 years..

why is it so hard to send a new sure signal box??? it seems a little short sighted on Vodafone's part to accept the loss of one personal contract and a major business contract just for the sake of a replacement box????!!!

annoyed and frustrated