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 Kirsty,

I am now into the 3rd month of experiencing the same problems as you and totally understand your frustration! If you look at other posts, some suresignal box users have been able to have this problem corrected by changing the postcode where the suresignal is registered to, to another postcode, for periods of between 1 to 5 hours. I however had Vodafone technical support do this for me and it did work momentarily as 1 message came through, but that was it. We can still text and phone out using our mobiles, but can't receive incoming calls or texts either. Our home is currently up for sale and when we move, I will be changing phone service provider, as this situation has gone on for far too long. This is also a well know problem with the suresignal box and it would appear to me that Vodafone have no idea how to correct it! I hope you get the problem resolved soon and also hope my suresignal box does what it is supposed to at some point soon.

[Retired-Dave]

Hi guys,

kirstymunro8 - We're unable to provide replacement Sure Signal units unless a warranty repair has established a fault. The warranty lasts 2 years on each Sure Signal.

The information we request here allows us to see what may be the cause of any issues. Any resets we suggest are either to clear the system or to pick up changes we have made here.

If you can post the details we requested at the start of this thread, our team will be happy to take a look.

bottleofred - There is no specific issue with the Sure Signal. I use one myself and barring a few resets it has run normally for three years now.

Your ISP has misinformed you as the Sure Signal cannot work with those higher times. They need to specifically investigate the lags showing on that step of the traceroute.

I'd also agree with Andy's suggestion of trying the Sure Signal on a different connection. It may be that it has failed due to age. 

Finally, can you try selecting a different network on the phone and then switching back to "Vodafone UK" when you enter the range of the Sure Signal? If the SIM is not picking up the Sure Signal properly, this should sort it.

Dave

[bottleofred]

Hi Dave,

Thank you for your reply. Having read through the forum, I think you would have to agree that many suresignal users have had issues similar to Kirsty and I, so while your loyalty to Vodafone is admirable, I'd say misplaced! The messages from other users on the forum will support this statement! As explained previously, I also had a suresignal box that worked without problem for 3 years, but sadly, this hasn't been the case for almost 3 months now!

[Retired-Dave]

Hi bottleofred,

This is why we suggested speaking with the ISP and testing on another connection.

Something may have changed on the connection without you knowing. This would explain the higher times on the traceroute.

Alternatively, the box may have failed due to old age. If it works on a different connection we can rule that out.

Dave

[bottleofred]

Hi Dave,

I am hoping to get the suresignal box tested on a neighbours internet connection later today and will update from there. I am sure that you would have to agree though, that it is a little strange that texts from Vodafone can be received, but not from anyone else!

[bottleofred]

Hi Dave,

The suresignal box has been tested at another address and still doesn't work fully.

[Ben_H]

Hi bottleofred,

Thanks for testing the Sure Signal. If it's not working on a different connection then that would point to a fault with your unit.

You can arrange a warranty repair to get it serviced. There are more details on how to do this here. 

Cheers, Ben

[bottleofred]

Hi Ben,

I wanted to let you know, that after just over 3 months, my suresignal box has miraculously started working fully again. For how long this lasts is anyones guess, but I'll keep an eye on it and update you regularly. I am aware that nothing has been done at Vodafones end, as you advised the box was faulty, so have no idea what is going on!

[kirstymunro8]

Hi All

jsut to let you know that i took my suresignal box into my local vodafone shop who sent tt away for waranty repair.. 7 days later, surprise surprise they can't repair it..!!! they have thankfully replaced it with a brand new one, the most up to date one. So 3 months after i started contacting Vodafone about the problem and continually being fobbed off i actually have it sorted.

word of advice to al struggling out there.. do not put up with all these excessive checks etc. just get it repaired/ replaced.

good luck! x

[bottleofred]

Hi Kirsty,

Glad you got it sorted. I have no idea how long my suresignal box will work for, but like you, experienced over 3 months of no incoming calls or texts. While I cannot fault the responses from Vodafone staff, these responses did not resolve the issue and it was more by chance, that my suresignal now works again. I'd suggest Vodafone look into there customer service or in my case, lack of it.