Sure Signal "Suspended" - arbitrary, hidden and capricious policy by Vodafone

[matt.hocker]

I have a Sure Signal (#21196787176) which has been "suspended" because apparently I didn't use it for a couple of years. I need to use it again and the 191 help desk people are unable to get it "un-suspended". They claim that I have to buy a new one!

I spent 30 minutes of utter frustration trying to reason with the help desk. I'm now pretty angry - I paid a lot of money for this device and was never told that I had to leave it plugged in (wasting energy) or face arbitrary "suspension". Had I known, this wouldn't have happened. Even by the standards of mobile phone company hidden policies this one seems especially capricious and deceitful.

Can someone at Vodafone simply flip the switch on the server and get this unit working again for me? And, in doing so, restore some dignity to the company?

[matt_hocker]

I disagree and honestly I can't see why you would argue this point. Regardless of the device, updates should be applied so that you can miss one. The evidence of the sensibility of such a policy is shown by the counter-example here.

Furthermore, this is not connecting to their "core network", whatever that is. It is a repeater. It has no switching logic.

[grolschuk]

Although it is very rubbish as I have 2 suspended units, I do see the reasoning.

The unit isn't just a repeater, it's a fully functioning cell that has a direct link via an encrypted VPN tunnel back to vodafone and onto the voice network.

If a laptop at work went AWOL for 2 years, I wouldn't want it coming onto the network through VPN or any other connection without 1st being checked and updated offline.

I am going to guess the updates come down to the suresignal once connected to the VF network, and since it can't connect to the network, it can't download the updates... Chicken or Egg

[Jenny]

Hi matt_hocker,

The Sure Signal is totally different to a computer and as grolschuk said above, the updates take place following a network connection however your device can no longer find the network connection.

As Paul has advised, we’re not able to lift the suspension I’m afraid however you can purchase a new Sure Signal online.

Thanks,

Jenny