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02-05-2012 08:47 PM
Hi all
Just registered the SS and all appeared great though for the last hour both lights have been flashing. I have re-booted though no joy. Can anyone help? Is it trying to locate my phone?
13-07-2012 10:14 PM
Exactly the same problem as all the other posts. Can someone at VBodafone also sort ours out please...brand new. FSN 40120918509. Model 9361.
16-07-2012 07:42 PM
Hi jimbob1979 and tagordon
I've forced a resync of both of your devices as requested. Please factory reset your devices following the instructions below:
If you're still experiencing difficulties after the resync please let us know.
Thanks
Simon
26-06-2013 07:41 PM - edited 26-06-2013 07:45 PM
27-06-2013 01:56 PM - edited 28-06-2013 03:05 PM
Hi Jasondperry,
Up to last week was the Sure Signal working correctly for you?
To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-
If this is unsuccessful for you, can you try a different Ethernet cable to see if that solves the issue for you?
Again, if this doesn’t solve things, do you have the option of trying the Sure Signal on a different internet connection (a family member, friend etc)?
If you can and the Sure Signal works there, it would mean there’s something in your current set up that’s preventing the unit from maintaining a stable connection to our servers.
If this doesn’t work for you, we’ll need some additional information from you. Can you provide the following please:-
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.
Thanks
Andrew
27-06-2013 06:09 PM
27-06-2013 10:56 PM
28-06-2013 03:13 PM
Hi Jasondperry,
Thanks for getting back to me.
Rebooting the router wouldn’t hurt. You’ll need to reboot the router first followed by the Sure Signal.
The two flashing lights you saw indicate that the Sure Signal is downloading a profile.
Checking your serial number shows that it connected to our servers at 00:26 this morning, are you now able to receive a signal?
Your upload speed is fine but are there any other devices using the connection at the same time?
The Sure Signal needs at least 0.3Mbps upload speed to maintain the connection to our servers. If there’s any other device using the connection which takes the speed below that 0.3Mbps, the Sure Signal connection will drop.
Thanks,
Andrew
If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.
28-06-2013 07:37 PM
29-06-2013 12:58 PM
Hi Jasondperry,
Thank you for getting back to us.
I have seen an identical issue in another thread over the last week where it took 36 hours after the reset was done for the unit to reconnect properly.
If it’s still not working after this time would you be able to try this on a different internet connection at a friends, family’s or neighbours hours to see if it is a faulty Sure Signal.
James
29-06-2013 05:24 PM