@vodafoneuk Vodafone registration problems. Resolved by Lee (I like this 'Sure Signal')

[Mr lex]

Hi,

 

I have just moved from BT Mobile to Vodafone. It seems I can't register my account on-line and thus use my Sure Signal box at home. It's been going on for over two weeks now even with help from a level two customer service adviser. The situation is :- I log on with my phone number, I drive 4 miles until I get a signal (Hence the need for a sure signal box!!) Enter the code I'm sent via text...... to be told there is no record of me existing !!!

 

To be fair the advisers I have spoken to have been polite and offered a couple of free months, but the phone is no use to me if I can't use it from home !!

 

Help !!

[locutus]

Pretty sure this is down to the BT mobile being "weird". (Was it the case that the only provider you could move to was Vodafone?)

 

have you given Lee a shout?

Hi

CAG

members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on

CAG

is with the very best of intentions.

vodafone

UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.

https://help.vodafone.co.uk/system/s...PARTITION_ID=1

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.

 

Many thanks

 

Web Relations Team

Vodafone UK

.

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue.

 

[Mr lex]

Hi Locutus,

 

Thanks for that ! I know what you mean about BT, having been with them for three years they didn't want to upgrade my old phone! not without a lot of money changing hands. I got the impression that they are folding that side of their business. No, there were no restrictions on what company I could go with. I choose Vodafone as they offered the 'sure signal' box. As you can see from my 1st post I have no signal at home so most of any free minutes I get are wasted. It also costs me a fortune on my land line as most of the calls I make are to mobiles.....

 

I can't use the Vodafone on-line form you linked to as I dont have a password or pin no to enter in the required fields !!

 

I'll give Lee a shout by PM and report back on this thread ;-)

 

Lex

Edited October 26, 2011 by Mr lex

[locutus]

Yeah, get Lee on the case. BT Mobile has always been a half hearted service IMO. I worked in BT's retentions department, and I had a lot of people leaving their broadband and BT phone line because the mobile side of things was a shambles. I seem to recall a thread here about someone who was told he could only migrate to Vodafone or o2, and he could not get a proper PAC to migrate to anyone else.... After a little digging, here it is... http://www.consumeractiongroup.co.uk/forum/showthread.php?213876-Transferring-an-07777-number

[Mr lex]

OK, I have been in touch with Lee, who is now looking into the case. It appears to be a bit of an IT oddball.

 

I'll update as I hear anything.

 

Lex

[Lee Vodafone Company Rep]

Hi Lex,

 

Thanks for your time on the phone over the last fews weeks.

 

As promised, I did try to contact you on Friday and although I wasn't successful with reaching you on the phone I did email you with an update.

 

Could you confirm receipt of this and that all is now resolved?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[Mr lex]

Hiya Lee, sorry I'm a bit slow to reply, but see below>>

 

Thank you for all your hard work on this. My online account now works fine.

 

I did have a few problems getting my HTC phone to talk to the 'Suresignal' box, but one of your young ladies called 'Amy' talked me though it and it all works fine now. So you might like to pass on my thanks to her?

Lee, I can't thank you enough for sorting this, If you have time I would love to know what the problem was, or was I just being thick!!

 

OK, so what about 'Suresignal' It's a box a bit like your broadband router that plugs into your broadband box. I have lived in a remote part of Dartmoor for 20 years and have never had any mobile coverage at home. Thus,I have never been able to take advantage of my 'free minuites' with my mobile phone contract.

Most of my calls are to mobiles so it costs me a fortune on my landline. This box works by relaying your signal via broadband, to the nearest mast.

Early days, but it would seem to be better than my 'Wireless' landline phones.

 

It's taken a bit of time, but we are there now and I am happy with the result!! So nice one Lee and the WRT.

 

Lex

Edited December 1, 2011 by Mr lex

[Lee Vodafone Company Rep]

Hi Lex,

 

This is excellent news - thanks for letting me know that it's all sorted.

 

Although I don't know what the problem was when you initially tried to register for My Account it registered for me first time.

 

It's also pleasing to hear that Amy was able to get things with your Sure Signal box sorted out and I'll gladly pass your thanks on to her.

 

If ever you need any further help with anything else in the future you know where I am.

 

Take care,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

[locutus]

Hiya Lee, sorry I'm a bit slow to reply, but see below>>

 

Thank you for all your hard work on this. My online account now works fine.

 

I did have a few problems getting my HTC phone to talk to the 'Suresignal' box, but one of your young ladies called 'Amy' talked me though it and it all works fine now. So you might like to pass on my thanks to her?

Lee, I can't thank you enough for sorting this, If you have time I would love to know what the problem was, or was I just being thick!!

 

OK, so what about 'Suresignal' It's a box a bit like your broadband router that plugs into your broadband box. I have lived in a remote part of Dartmoor for 20 years and have never had any mobile coverage at home. Thus,I have never been able to take advantage of my 'free minuites' with my mobile phone contract.

Most of my calls are to mobiles so it costs me a fortune on my landline. This box works by relaying your signal via broadband, to the nearest mast.

Early days, but it would seem to be better than my 'Wireless' landline phones.

 

It's taken a bit of time, but we are there now and I am happy with the result!! So nice one Lee and the WRT.

 

Lex

 

I'd just like to make an observation from the reply...

Hi Lex,

 

This is excellent news - thanks for letting me know that it's all sorted.

 

Although I don't know what the problem was when you initially tried to register for My Account it registered for me first time.

 

It's also pleasing to hear that Amy was able to get things with your Sure Signal box sorted out and I'll gladly pass your thanks on to her.

 

If ever you need any further help with anything else in the future you know where I am.

 

Take care,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

It does NOT say you weren't being thick!!!

[Lee Vodafone Company Rep]

Well observed locutus.

 

For the record Lex I'm sure you weren't being.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

Edited December 12, 2011 by 42man

[dreadpiratesteve]

Those Sure Signals aren't the easiest of devices to set up and get running. They seem to do one of two things,

1: set up and get running with no problem whatsoever, or

2: cause no end of grief in the set up and requires a bit of jiggery pokery at Vodafone's end to get running.

 

So, no, it's not a question of being thick, just luck of the draw on which method your Sure Signal wants to take to get working!

[Lee Vodafone Company Rep]

Hi all,

 

In the event that anyone needs any assistance setting up one of our Sure Signal boxes please see the Sure Signal tutorial video here.

 

Should any problems arise our eForum has a pinned troubleshooting thread here which covers a number of different scenarios.

 

However, if you don't find the answer you're looking for you're welcome to post in the Sure Signal section of the eForum here where my colleagues and eForum community will be happy to assist further.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

[Mr lex]

I'd just like to make an observation from the reply...

 

 

It does NOT say you weren't being thick!!!

 

 

I know my place..............

 

Just to say the Sure Signal is now working with my phone, my wifes, my sons and a couple of my more trusted contractors who are on Vodafone. My boss has just gone out and bought one for the big house too. Having never had any mobile coverage down here, this is like a Revelation to us !!!

[Lee Vodafone Company Rep]

This is great feedback Lex.

 

Thanks for taking the time to let us know what a difference our Sure Signal box has made in your area.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

[Conniff]

Don't Vodafone have a relay up the BBC mast at Hessary Tor?

 

That's almost 2,000 feet above sea level and the mast almost reaches the moon, you can see the end of the world from up there.

[drblack]

Dear Lee

 

It's great that you're here helping people make their suresignal work. While you're at it, you may like to have a look at the vodafone eforum where one post on the Sure Signal troubleshooting thread has over 36 000 (!!) views. There are pages and pages of other threads from people trying to make this product work.

 

Meanwhile, Vodafone are giving incorrect tech advice, causing many people to undertake long winded and complex IT procedures that don't work, and the entire phone tech team (levels 1-3) have given up on it, and pointed all enquiries to the forum, where there are few staff (one at last count!!) and no solutions.

 

Look forward to your attention to this and a definitive statement from Vodafone regarding Sure Signal and their IP whitelist conflict.

 

Thanks

[orsinval]

I , as have many, many others, been posting to the Vodafone forum on SureSignal for the last three weeks with no answers. The only thing we have had back is that there needs to be a meeting with you and your suppliers of the boxes. The support has been appalling for a product many of us were sold as a fix to our problems but has turned out to invoke many of us being told to muck around with router settings and it now looks like its your problem but. Jo timescale for a fix. I as will many of the others be seeking refund and compensation based on you misadvertising this product and the unbelievable lack of urgency to resolve it. Just wanted to make sure you were ware if you do direct anyone to the forum for suresignal ( the one with just the red light problem) then will encounter over 450 posts in the last 6 weeks complaints. Thank you rant over...

[Conniff]

I wouldn't call that a rant orsinval, that is a legitimate reason to end the contract and get a full refund. Get hold of as many other as you can and go for it.

[Lee Vodafone Company Rep]

Don't Vodafone have a relay up the BBC mast at Hessary Tor?

 

That's almost 2,000 feet above sea level and the mast almost reaches the moon, you can see the end of the world from up there.

 

Hi Conniff,

 

Although I'm not sure about this I'll do a little digging and let you know.

Dear Lee

 

It's great that you're here helping people make their suresignal work. While you're at it, you may like to have a look at the vodafone eforum where one post on the Sure Signal troubleshooting thread has over 36 000 (!!) views. There are pages and pages of other threads from people trying to make this product work.

 

Meanwhile, Vodafone are giving incorrect tech advice, causing many people to undertake long winded and complex IT procedures that don't work, and the entire phone tech team (levels 1-3) have given up on it, and pointed all enquiries to the forum, where there are few staff (one at last count!!) and no solutions.

 

Look forward to your attention to this and a definitive statement from Vodafone regarding Sure Signal and their IP whitelist conflict.

 

Thanks

 

Hi drblack,

 

Thanks for making me aware of your concerns here.

 

In order for me to assist you further could you let me know what particular problems you're experiencing which you haven't been able to resolve via the usual troubleshooting steps?

 

If you've posted on the eForum could you give me a link to your post or thread as I couldn't find you on there?

 

In regard to the IP white list I'm aware that my colleagues on the eForum can check IP addresses on request and in the event that one isn't on there a request can be made to have it added. Naturally, such requests do go through very stringent security checks.

I , as have many, many others, been posting to the Vodafone forum on SureSignal for the last three weeks with no answers. The only thing we have had back is that there needs to be a meeting with you and your suppliers of the boxes. The support has been appalling for a product many of us were sold as a fix to our problems but has turned out to invoke many of us being told to muck around with router settings and it now looks like its your problem but. Jo timescale for a fix. I as will many of the others be seeking refund and compensation based on you misadvertising this product and the unbelievable lack of urgency to resolve it. Just wanted to make sure you were ware if you do direct anyone to the forum for suresignal ( the one with just the red light problem) then will encounter over 450 posts in the last 6 weeks complaints. Thank you rant over...

 

Hi orsinval,

 

After speaking with my colleagues on the eForum, I'm aware that the issue which was causing the difficulties you were experiencing has now been resolved.

 

Could you confirm that you've now been able to use your Sure Signal box successfully?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

[Conniff]

Thanks Lee, it would be interesting to know as my signal is full strength and never wavers, so assumed to be that good it must be up that mast.

[locutus]

http://www.sitefinder.ofcom.org.uk/search try that Conniff