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Sure Signal just exploded!

cupsandstring
2: Seeker
2: Seeker

Had my Sure Signal since Friday, was sitting watching TV when it flashed bright white and made a very loud bang, tripping all the circuit breakers. Nothing was being done to it at the time and nothing was being used though the pass-through plug. Will be going to the Vodafone shop tomorrow but wanted to know if anyone has had a similar experience? Will be getting my money back instead of a replacement if that's the case, if we hadn't been here it could have started a fire!

46 REPLIES 46

Rahim
Moderator (Retired)
Moderator (Retired)

@pjeffe9172 Were you able to get in touch with our team via the details @Retired-EricChe gave you by private message?

 

If you were, you'll have received an auto reply email reference (it looks like #123456). 

 

Kindly let us know your reference and we'll check to see if we've got your email. 

 

 

Hi Rahim,

 

No i submitted the form but i never got a reply.  I will resbmit now.

 

Regards

Hi Rahim,

 

Ive resubmitted the form and i get a confrimation window to saying:

 

"Thank you for your email, we'll be in touch

 

We’ve received your email and we’ll be in touch as soon as possible."

 

But i get no confirmation email with a reference on it.  Please advise on what i can do now?

Don't hold your breath - replied twice to Vodafone private message over a week ago, no response!

@pjeffe9172 @jetsetcarwash @uk_martin_smith I've sent you all an alternative way of contacting our team via private message.

 

 

Hi

 

Was just checking up on SureSignal's as moving to a new house with very poor coverage on Vodafone (to be fair other networks not that much better at the same location).  With Vodafone it's only 2G by a window at the top of the house if I'm lucky!

 

Given the cost to buy a SureSignal and that there seems to be a safetly/reliability issue I think my best option is to leave Vodafone and go with EE who support Wi-Fi calling on more phones, including the one I already have (Nexus 6P), even if it costs me £30.00 of my remaining contract (would be leaving 2 months early), Wi-Fi calling may be better as it can be used anywhere with Wi-Fi, not just at home with a SureSignal that by the sounds of it could go pop, and avoids plugging in another device.  I will have fast broadband at the house.

 

Vodafone, despite their bold claims of network investment, seem to be falling behind.

 

 

 

 

 

 

I think it is time that pressure is put on Vodafone to open up WiFi calling to the masses and not use it as a method to sell someone a new phone or tie them into a new contract.

 

This feels like Vodafone are holding people to ransom to upgrade and take out suitable contracts when this has been available for a long time now on various handsets and simply needs switching on.

 

It appears that Vodafone are using the fact that people need a working signal as a way to induce sales of handsets and contracts when they in reality should be offering every possible means to use the devices they own.

 

I have an older S5 which I am very happy with, I do not want to upgrade as I do not need to and the reviews on the S6 and S7 are not great compared to the S5 which seems to have better integrity to water ingress.

 

But in order to maintain signal, I have to pay for and run a SureSignal unit with its associated issues.

 

When will Vodafone realise that reliable signal is not a gimmick or a new damanded "every body wants" feature on a handset but very important basic requirement on every handset.

It is important to report all failed SureSignal V3 using the links below to:

BBC's Watchdog: https://ssl.bbc.co.uk/programmes/b006mg74/contact

Trading Standards: Call them on 0345 4 040506

Vodafone CEO: http://www.ceoemail.com -  (Search Vodafone UK)

Having had a sure signal box for 2 years it exploded this morning.   Load bang, smoke and when I quickly unplugged the unit, it was very hot.   I opened it up and there's evidence of smoke damage and burnt components.  I have taken photos as evidence.

I see that there are many cases of this happening and having sold consumer electronics in the past for over 10 years, I know this kind of failure presents a REAL risk of fire.

Why have Vodafone not done a product recall on these units?  Are they still supplying the same product and if I accept an replacement, will it explode again?

I have informed Watchdog about my experience and attached the pictures of the burnt components and smoke damage.  So, I would like some answers Vodafone:

1.  Having had numerous cases of exploding boxes brought to your attention, why have you not informed customers of this fault knowing it could be a fire risk? 

2. Have you made upgrades to the current sure signal products so you can guarantee this will not happen again?

I wait your reply...

 

Hello Clare SC

 

I see you reported this to the BBC Watchdog programme?

 

Have you also contacted Trading Standards.

 

Please edit your original post and add the photos you've taken in order that those monitoring this forum can see.

 

The BBC Watchdog report is important so please kindly ensure you contact them and include pictures.

 

You will be offered a replacement, please keep hold of your original unit as it may be required for external 3rd party testing in relation to your concerns about safety.

 

If Vodafone insist on receiving the device prior to a replacement being issued,  contact me by PM and ill advise you what to do to avoid this and still obtain one.

 

Vodafone have been in denial over this device since 2013 claiming every reported failure is 'new and unheard of' to them".

 

They have since gone on to convince Trading Standards they have no case to answer and also that the failure is caused by mains spikes not bad design.

 

They have also falsely claimed that the flash and loud bang you experienced is nothing more than "the safe and normal failure of the internal fuse and designed to do this". I have never heard such rubbish which is why I involved Trading Standards last year leading to free replacements but I feel this falls way short of a recall.

 

Have you seen my original thread?

 

 

 

It is important to report all failed SureSignal V3 using the links below to:

BBC's Watchdog: https://ssl.bbc.co.uk/programmes/b006mg74/contact

Trading Standards: Call them on 0345 4 040506

Vodafone CEO: http://www.ceoemail.com -  (Search Vodafone UK)

Hi GSMSecure,

I've saved the unit and will have it available if needed.  I've had a replacement through but don’t think it's any safer than the one that exploded.  I’ve sent an email to the CEO asking for answers to questions in my original post and got a cut 'n' paste response from one of his minions at 7.20am this morning,  it stated the specialist care team would be in touch within 24 hours.  Suffice to say, I've had no contact as yet.

Vodafone really aren't bothered if our houses burnt down or worst, people were in the house at the time and couldn't get out!  Communicating bad news about their approved hardware would inevitably affect their share price and those shareholders wouldn't be happy about that.  So, that harsh reality is that it's  a lot cheaper for them to pay via their liability insurance if there was a death by fire than to do a full product recall.  

Immoral?  

Make your own decisions about that forum folk...