The issues I have been having since the 26th Jan

[MarkMacB]

Hi,

Hopefully someone can help me here?

I have had a my suresignal running solding for well over a year without any issue until the end of January where I got an e-mail telling me my account was being suspended due to inactivity. I have since spoken to Vodafone about this and they admitted there was a fault on the system when swapping me from their old system to their new system which I accepted. I finally got my device re-registered and about a week later it started working but my family are not getting a signal from it so when I checked to see if they were all registered they had in fact been removed. I did not think this an issue until I tried adding my wife back on to the suresignal, everytime I try to add someone all I get is a message saying "Sorry there has been an issue, we are working very hard to resolve this". Initially I thought fail enough they may still be having a few problems but after a week of trying I am growing increasingly frustrated.

Would someone please assist me with this, the serial number for my suresignal is 40131544435. I am not able to hook use the live chat thing as I am in the middle of an ocean.

We have absolutely no signal at my house so it is a major inconvenience for my wife especially as I am away.

Thank You

Mark

[Retired-Sarah]

Hi @MarkMacB 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Sarah

[MarkMacB]

Hi Sarah,

Thanks for getting back to me as previously stated I am currently in the middle of an ocean so the below tests may be quite difficult.

Anyway my suresignal is working fine in the sense that I am registered and all the lights are working without issue. The issue is where I cannot add my friends and family when I log on to my account. It keeps coming up with the same message.

This is a problem that was developed by Vodafone and I have tried on several occasions to get this sorted and eveytime I speak to someone they say, reset the unit and leave it for several hours then it should be fine. This has been done many times to no avail.

Would you be able to assist in letting me know why I cannot add anyone given that I have been patient over the past near 3 weeks.

Thank you

Mark

[Retired-Laura]

Hi @MarkMacB

So we can take a look at this, get in touch with our Live help team.

Cheers,

Laura

[Paffman]

Had the same issue here, you will have to go through 'Live Chat', then get called back so you can speak to someone, then they should be able to sort it and add a new user.

[LetDownCustomer]

Same problems as many users. Deregistered by yourselves despite use. Eventually reconnected after several days and many chats and calls. Still can't manage users so vodafone eventually added them. Unfortunately for 1 week now still not able to see a 3G signal.

To be frank the response by vodafone is appalling - you have a clear problem, but don't seem able to (1) admit and apologise, (2) provide relevant current troubleshooting advice. ( have you checked how old the threads are on the troubleshooting items ?

So please can you advise, how can you help without wasting many more hours of my time ?
Serial number 40113850826.

Ipad connects ok, iphone 4 and 5s not. Have tried the "put in airplane mode" etc but no success.
Fraser

[LetDownCustomer]

Vodafone: please find the info asked for on other responses. (I am being proactive whilst waiting for a response..)

Speed test:  20.14 Mbps down,   3.78Mbps up, 25ms ping

http://www.pingtest.net/result/117367176.png

40ms ping, 14ms jitter

IP address :  89.104.36.197

sure signal Ser No: 40113850826

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router [192.168.1.1]

  2     *        *        *     Request timed out.

  3    24 ms    24 ms    25 ms  81.91.192.6

  4    50 ms    49 ms    49 ms  40ge1-3.core1.lon2.he.net [195.66.224.21]

  5    44 ms    29 ms    27 ms  lndgw2.arcor-ip.net [195.66.224.124]

  6    61 ms    39 ms    39 ms  85.205.0.86

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 Same to 30        ie *     Request timed out.

[Retired-Matt_B]

Hi @LetDownCustomer,

So that we can look into this further, see here for how to get in touch.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Thanks,

Matt

[MarkMacB]

Ok, Hopefully someone from Vodafone can help... even slightly would be good. I have been on the eforum (i started this thread) I have tried live chat with gentleman from Vodafon, he said that there is maintenance on my account and he would add the other users on my behalf...needless to say... he failed. So I decided to remain patient and speak to someone from the Suresignal tech team, I did this on Saturday only to be told they were upgrading the system and to try the next day so I waited two days. Tried again ... this time I spoke to someone from the tech team who said they would add the names for me (again) which failed (again) so they would speak to a supervisor... they were to add the names manually which as I am sure you can guess has failed.

What am I to do next? I have been working on this for near 6 weeks only to be met by the brickwall that is Vodafone support. The suresignal was working perfectly until Vodafone did something to the system and now I can't add family to it. Will Vodafone fix this is or give me a refund for a unit they have essentially broken.

Nobody can say I have not been patient

Mark

[Paffman]

Hi MarkMacB, You might have to go down the route I had to go down to get anywhere. Post your displeasure on Facebook, Twitter, Linkedin etc Comment on any Vodafone post on these and state your displeasure, because going through the normal channels won't get you anywhere.