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@Ben_H wrote:Hi folks,
Apologies if any of you were affected by a server issue over the weekend. I'm glad to see the service returned after it was reported through.
If you need a swifter response in future, I would recommend 191 for those who can make calls or Live help as they are able to investigate Sure Signal queries too. Our team answer all posts in chronological order so it doesn't mean you'll get an immediate response if we have a lot of other posts in line.
Should you ever need our support for Sure Signal in future, we'd also need the details requested in the Sure Signal Troubleshooting thread too.
Cheers, Ben
Ben
I did ring 191 on Saturday and spent 20 minutes being told that a resync will fix the problem after 1 hour. 2 hours later I rang again and was told that the resync would take 6 hours to complete.
I rang again on Sunday and after a hour of speaking to someone at Vodafone technical support was told that the problem was not Vodafones and that it was 100% my ISP's problem. I was guaranteed that it was up to my ISP to resolve the issue.
I spent more time on the phone to my ISP on Monday morning telling them that the problem with my VSS not being able to link with the Vodafone server was their problem based on the information provided to me by the Vodafone technical support on 191. I spent a good 40 minutes telling my ISP to sort the problem as I needed my phone to work.
I spent more time yesterday on this forum and Twitter trying to get answers as to why my phone and a vast number of others did not work which was greated by a massive Vodafone silence.
You have now confirmed that there was a server fault which could have been communicated a lot earlier and then ask people to ring a number for your technical support who at best have no idea and who at worse lie to your customers.
I am still having problems with the VSS dropping out so I can only assume that the servers or the VSS are not fit for purpose and Vodafone are selling these thing hoping that there will be a greater than 50% success rate. Vodafone are treating their paying customers as idiots and should either make the system work, do a full product recall and refund every customer who has had a poor service or better still upgrade the poor signal so people can use their phones.
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Hi twodogs,
If Customer Services weren't aware of any issues at the point you called them then I apologise for this. I wasn't party to the chat you had with our advisors over the weekend so I'm unable to comment on their diagnostics.
Your Sure Signal is covered by a warranty just like the phones we supply. If you feel your unit needs a repair, you're welcome to send it in. You can find full details on how to arrange a repair here.
Many thanks, Ben
Hi dcroissant,
If you’re facing issues with your Sure Signal, we can certainly look into this for you.
Can you provide the following information please:-
Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
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.
Cheers,
Andrew
