Vodafone Sure Signal

[MisterBee]

Lee - Have sent you an email as the unit has stopped working again...

[brian276]

Hi

My sure signal has not worked now for about 2 weeks. I've spoken to customer services several times, been batted backwards and forwards between them and BT, had my sure signal resynched a couple of times (though the guy who did it the second time said that the first time didn't happen), reset and restarted both my router and my sure signal at least 10 times each, been given various different permuations of port forwarding configurations, with the net result that it still doesn't work. This is hardly a ringing endorsement of consumer technology.

Can you help me?

My sure signal number is 21027986013

Thanks

[neninja]

Well I'm getting increasingly frustrated with my Sure Signal 2.

It'll work perfectly for a few days and will stop working again. When it's not working only the steady power light is on.

Sometimes switching of the Sure Signal and then back on again will get it working. Sometimes not. Then for not apparent reason it will start working again.

Other times it will go into update mode and sit flashing for hours.

It's not working again at the moment.

[femto]

This Suresignal was running well for a long time, then few months ago it stopped working, apparently because the PAYG account that it was connected to had lapsed.  After much hassle and run-around with customer services, it has been attached to another account and its status (on the account web page) shows as active, but (since attachment to the new account) it has only had the power LED illuminated.

It is currently connected to the internet via Virgin Media using an Asus router running Tomato firmware, the required ports are all forwarded, the router gets a good tracert to the vodafone server addresses and the unit is getting a DHCP address. It seems to be occasionally sending and receiving a packet or 2.

I suspect that since it was transferred to the new account, something is wrong in the configuration.

The serial number is 21196751123

[Bealk01]

Starting to seem like a vey odd consequence that so many have the same problem.

My problems also began whilst away on holiday and returned to the solid single red light of death. Established with 2nd line support that somehow the box had deregistered itself whilst I was away (most odd) so box was re-registered, re sync'd etc etc and of course no joy.

Box serial number 21229354788 installed November 2010 as a replacement for one of the original Gateway boxes that also suffered the red light of death. It turns out that the second line support member tried to register the previous box to my account so on a second attempt with the right serial number and all the resyncs and resets away we went and viola the single 'flashing' light of death is all that remains.

No problem with the internet, BT business broadband and has been for last 4 years. Router Netgear DGN1000 again unchanged. 

So after a week without any phone signal unless I stand at the end of the street, and two independent businesses that can't receive or make calls, I gave up on Vodafone support and purchased a new box in the hope of getting things back on track.

Registration nice and easy and then nothing... Just a single red light after initiation. Only good news is I think these two problems might be different. My latest I suspect is a router problem. For those familiar with the DGN1000 router you will know that as well as having terrible range, dropping connection all the time, allocating 2 devices the same IP address and needing resetting everytime you try to use a MACBook Pro device, it also refuses to recognise any device with a mac address that does not start with 00. Guess what, the new sure signal starts with 50 so I suspect the router is just blocking it, of course there my be something else but a new router will also be necessary.

So what's going on Vodafone, my original box died as a result of a suspected firmware upgrade, is this the same for box number 2. Anyone in the world of IT will be aware that any soft/firmware upgrades always leave some device or two in conflict with another on someone's machine and needs to be put right, is this what is happening.

As for the mac address, some kind of warning would be good as it would save time and heartache.

Ultimately the answer is simple, change carrier to one with coverage, the more things you put in circuit to fix things, the more there are to go wrong.

My final challenge, which router to buy. Check out feedback reviews and they all have shortcomings, so anyone who has a BT connection, uses 3 or more Mac PCs, Blackberry Torch on Wi-Fi and a Sure Signal 2 box, and lives in a two storey house with good range, I would love your recommendation.

[Lee]

Hello brian276 and femto,

I've had a look into your devices and we need to replace them.

I've sent an email to each of you in order that we can expedite this. Please reply with the requested details and we'll be in touch.

Hey neninja,

Many thanks for your post. I've just had a look at your Sure Signal too and can see that it's never had a resync. I've just forced one for you and need for you to factory reset the device as per the below instructions:

• Hold down the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held down, please remove and re-insert the power lead
• Once all the light have come back on or flashed, release the reset button
• The VSS should come online within the hour

Please let me know how you get on.

Hi there Bealk01,

Cheers for your post too. I've also taken a look at your VSS and can see we performed a resync on the 19th and since then you've removed a member/members from the unit.

After the resync, did you perform a factory reset? If so, then could you do me a favour and de-register and re-register the VSS? Also, you mention that you've purchased a new unit further down your post; is the serial number you've posted the one I should be checking or is the serial number of the new unit different? If it's different, I'd really appreciate it if you could let me know what it is.

Cheers to you all,

Lee

eForum Team

[femto]

Thanks to the prompt and helpful service from the web support team, I got a replacement Suresignal and it is now working. 48 hours from making my post above!

[wadey1973]

Hello there am having the same problems with my sure signal box (the large white box) used to work fine now all i get is the power light on thats all. Having just ordeed a new phone of you and continuing another 24 mopnth contract i needthis sorted out please having tried the options turning of re-registering still only the power light

sure signal serial number is 21197069483

many thanks danny

[Johnnysinc]

For the past week now I have only had the red light showing on my ss box (sn 40110555261). Nothing has changed with my setup/ router etc. I've checked all the settings and they are fine. I've also tried putting the sure signal in my router firewalls DMZ with no success. The router "sees" the sure signal but will just not connect. I suspect it may be a faulty box. Any advice please?

Rgds

[BenJ]

Hi guys,

Welcome to the eForum!

I can see that both Sure Signals have now connected, can you confirm if you still have a problem? 

Thanks

BenJ
eForum Team

[Johnnysinc]

Hi BenJ,

I still have the same problem.

[Lee]

Hi there Johnnysinc,

Many thanks for letting us know you still have the same problem.

I've just done a resync for you. Could you factory reset the unit for me and let me know how you get on?

• Hold down the reset button until all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights have come back on or flashed, release the reset button
• The VSS should come back online within the hour

Cheers,

Lee

eForum Team

[Johnnysinc]

Hi Lee,

I've tried severel resets and left it for over 24 hours. During this time all the unit does is have a steady power light and the other two lights flash.

rgds

John

[davidkn13]

I have a box which worked well for ages then I changed VF accounts and it then started playing up.  Looks online that it has registered propoerly and router looks good too but still only get flashing top light or steady when I turn it off and on again (Before it starts flashing again).

This VSS had worked before and I was very happy with it.  I think VF must be doing maintenance in this area as signal is now zero whereas I used to get a bar and a half without VSS.

Just flashes now forever even though website says its active.  Please help out - have followed all guidelines and suggested solutions.  

I need some coverage please!

VSS serial: 21221053651

BT broadband

Router: Belkin F5D7633x4

[Johnnysinc]

I have now tried de-registering and re-registering the SS box and has made absolutely no difference.

[Dave]

Hi guys,

davidkn13 - As LeeH did for Johnnysinc, I've resynced the box to see if it clears any issues linked to the account change. Can you try the reset instructions he provided to see if that resolves things?

Johnnysinc - With the new boxes - you've mentioned three lights specifically so I'm guessing this is the one you have - The lighting pattern you described - power steady, other two flashing - means the box is updating. Is this still the pattern you're seeing after this time, or has anything changed? It should have received any updates by now, so knowing if things changed at all will help us to see where the issue may be.

Dave

eForum Team

[Johnnysinc]

Hi Dave,

That's it been "updating" for 3 or 4 days now. Nothing has changed.

John

[Johnnysinc]

Any ideas anyone. I just seem to be wasting electricity on this box now.

[James]

Hi Johnnysinc,

Many thanks for getting back to us.

I have just taken a look at your serial number and can see that everything is setup correctly however; I have now re-synced the device from our end for you.

To complete the re-sync please can you perform a reset of the Sure Signal device by holding the reset button on the back for 10 seconds.

Once done please leave this switched on for another 24 hours and if it still does not resolve your issue please reply to the email which I have sent you and I can get one of our sure signal Specialists to pick this up for us.

James

eForum team

[martinkendall]

Hello Lee,

Thank you for your reply, and for passing my concern to the support team.    It is 3 weeks since then and wondered what progress there had been.

Thank you,

martinkendall