iPhones not connecting to V3 Sure Signal

[mkelly21]

Hi,

We have been using the Vodafone SS for over a year with no issues. In the last couple of weeks our iPhones have been unable to connect. What I mean by this is that if we go out of the house and come back in they won’t connect to the SS.

From my iPhone - I tried a couple of times to connect to another mobile provider (EE) whch failed and then connect back to Vodafone, this forced connection to the SS but it only worked for a short time.

Today I de-registered and turned off the SS for a couple of hours, I have re-registered it and reconnected to the internet and it’s not allowing any iPhones to connect. Both phone numbers have been re-added to the online portal.

I have performed the various tests and all look ok, I know the SS is connecting ok so this must be a separate issue- would appreciate if Vodafone could take a peek.

SS serial number is 40132755162 showing as active in the Vodafone SS portal.

Thanks

Mark Kelly

[sidpr]

Hi everyone

Following a lot of hours spent by myself on this problem (which manifested itself suddenly on both our i-phones) and unable to find a solution, I awoke yesterday to find both our iphones now both receiving a 3G signal as if nothing had ever happened. Now coming from a blue chip company IT support background I know that someone somewhere has implemented a software patch or firmware upgrade to solve this problem. They do not just fix themselves. Therefore it stands that this was a known issue. Its frustrating when a company does not acknowledge a problem exists and that a solution is being worked on, because customers spend huge amounts of time troubleshooting a problem they have absolutely no hope of resolving. Not keeping customers informed is the number one cause of customer dissatisfaction in the service industry. Vodafone please take note.

[Rahim]

@sidpr We're glad to hear your Sure Signal is working again 

Thank you for letting us know and please apologies for any inconvenience caused. 

[mkelly21]

@beau

Just to circle back on this I performed the steps in your post and the situation remains the same.

I am taking comfort that others are now reporting this issue that it's not just isolated to me and I would hope that Vodafone are looking into this as a bigger issue..

[t0pc4t]

Unfortunately, despite this being a known issue, Vodafone 191 are saying I have to do this via live chat and live chat are denying all responsibility

this is utterly useless.  The suresignal does not work with iphone, which means it's not fit for purpose and noone at Vodafone is willing to arrange a return.

[jeffkinn]

My sure signal works perfectly with my iPhone 6S+, as does my son's 6 and and my wife's 5S and they always have done on any and every version of iOS so your assumption and reference to a known problem is not right.

[t0pc4t]

Can you suggest anything useful or constructive, based on your experience?

[jeffkinn]

I recently had to change my wife's sim. I had to delete the number from the device and then add it back again. It now connects ok.

[t0pc4t]

The thing is, that's not an option for me, as I am the owner of the sure signal and (as far as I'm aware) can't delete my number

It also doesn't explain why switching in and out of 3g will resolve the problem on a temporary basis.

[jeffkinn]

I'm afraid I can't answer those questions. The 3G to 4G switching has come up before. No idea why that might work as that's another thing I don't need to do

[jonsrichardson]

We need to stay "on topic" here, I suggest.

The issue being reported by me and others, relates to iPhone 6 (not 6S) and seems to have started after the IOS 9.3.2 update. Both my iPhones, and other people have reported that the issue started "about" 2 weeks ago for  those of us affected. This was the time of the IOS 9.3.2 update.

Whether the 6S is affected or not I cannot say...  perhaps there is a technical reason for this.

The fact remains that those of us using iPhone 6 are now without the previously satisfactory VSS V3 functionaility. in my case this means my mobile is useless at home since I have no signal by any other means.