Vodafone Sure Signal

[jimg2247]

Hi James

I still cannot get into my account, still getting the message 'Service Pending' would be really helpful if I could access my account and try the postcode change.

Jimg2247

[Simon]

Hi mcminnmarine

Thanks for your post. I've performed a resync of your Sure Signal to see if this makes any improvement. To complete the resync process please perform a factory reset as follows:

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

Also we've received reports from customers stating that if they change the postcode and leave it a few hours before changing it back rather than the 10 minutes stated by James earlier that this does resolve the issue, so I'd certainly recommend giving that a try.

Hi shaping1, R0ugh and CeeGee

Thanks for letting us know that you've managed to get yours working. We're still waiting for further information and testing is still being carried out to see if we can replicate the issue so at the moment there is no explanation as to what's causing the problem, just the workaround to fix it.

Hi Amercer02221

I've resynced your device this morning so please could you also perform the factory reset and postcode swap as suggested to mcminnmarine above?

Hi jimg2247

We'll require access to your account for this one so I've sent a private message with details of how to contact us directly. You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[biftar]

Tried postcode change but still doesn't work.

Could you re-sync please.

Serial 40120113226

[SynthFG]

Just discovered I had this issue last night

###### around with the post code appears to have cleared it for now, 

But being as there is no warning unless you know you are missing calls (As the outgoing still works)

Sort it out Voda 

[Lee]

Hi there biftar,

Thanks for your post.

I've performed the resync for you. Please factory reset the device for me and let me know how you get on.

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

Hi SynthFG,

I'm pleased to see the postcode change has resolved this for you.

Cheers,

Lee

[ur1]

I have the same problem with my suresignal box. Can you help please? I need the box as I will get no signal at home without it. The serial number on my sure signal box is 21222176691

[Simon]

Hi ur1

I've performed the resync for you. Please factory reset the device as below and let me know how you get on.

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

Thanks

Simon

[MrTumble]

I can't receive calls on my main number (VSS owner) which I use for work which is becoming a bit of a drama.  I can make calls and send / receive texts no problem.  I have a full signal showing on my phone (HTC Desire).  If I turn off the VSS the signal goes down but I can then receive calls.

All 3 lights on my VSS are on except the mobile one which IIRC means there are no mobiles connected.  I have 2 PAYG mobiles on Vodafone registered and they work fine and have an increased signal when the VSS is on.

I have spent about an hour in total trying to work through the 'help line' including:

Removing the sim, reseating and turning back on
Deselecting Vodafone as a network and reselecting
Umpteen power cycles and resets on VSS
Changing my postcode and back again

VSS Serial No.  21224043832

This number -   23834042212 appears on "My Sure Signal" page, could this be a conflict or is it just an account number?

I've been having this problem for about 2 weeks now, only now had the time to deal with it.  I've been self fixing by having the VSS turned off which defeats the purpose.

Any help would be greatly appreciated!

[writchie]

I know this is an old post but I am having the same problem so thought I'd jump in:

Serial no.: 40113140137

All phones affected, no issues away from the Sure Signal

Speed test - download 1.03, upload 0.25

Any help would be appreciated!

[Simon]

Hi MrTumble

Thanks for your post. I've performed a resync of your device which just requires a factory reset to complete the process as below:

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

If this doesn't rectify the issue I might suggest to remove your number from the Sure Signal and then re-add it as this also has known to fix the issue. The 23834042212 number that appears is the name of your Sure Signal. If when registering your Sure Signal via the dashboard upon setup you don't give your Sure Signal a name then a random set of digits will be added. You can edit the name of your Sure Signal in My Account if you wish.

Hi writchie

I've just performed a resync of your device also. Please could you factory reset as above and let us know how you get on?

Thanks

Simon

[MrTumble]

Simon, many thanks, that's me sorted!

As an aside, the one thing I had left that I could do myself was to completely de-register the VSS and re-register it.  Would that have caused any problems or would it have been likely to fix my problem?

Again, many thanks!

[edwardg8]

Hi

My SS is now working!  However I'm not sure which action / combination of actions has fixed it...  I reset the SS as asked (a couple of times) which had no effect.  I tested it on somebody elses broadband just to see that it wasn't likely to be related to my Internet connection - no difference.

My phone then started occasionally coming up with a message saying my sim card had been removed - which a bit of searching suggested was likely to be due to the age of the sim card (it still worked on the standard network).  Today my replacement sim arrived, which I activated online.  After that it didn't work at all with the SS so I sent a message to customer support to get them to update my sim information with SS.  This evening I've re-enabled 3g on my phone and it's working through the SS in both directions once again.

That would suggest to me that the issue was possibly to do with the registration of the sim on the SS system... maybe.

Cheers,

Gareth

[Simon]

Hi MrTumble

That is also a resolution to the issue to completely de-register the Sure Signal, wait 24 hours and then re-register and it wouldn't cause any harm. It's always worth trying a resync or de-registering the individual number first though in the situation where only one number isn't connecting.

Hi edwardg8

This is exactly the reason. We've noticed that this can happen when customers upgrade to a phone with a Micro SIM or have an old SIM that requires updating and the number doesn't register to the Sure Signal anymore. This can easily be solved be removing the number on the Sure Signal dashboard and then re-adding it, or by de-registering your Sure Signal as suggested above.

Thanks

Simon

[donone46]

could you please resync my sure signal, my serial number is: 40113834978.

Thank you

[donone46]

I've tried the changing of the postcode to the suggested one and then changing it back in over four hours (10 hours) then tried the reset button for 30 secs then unplug then start again but my sure signal is still not working... any suggestions? Do I need a new box?

[James]

Hi donone46,

Thanks for your post here.

I have re-synced this for you today; please can you also perform a reset on the Sure Signal and let us know how you get on.

Hold down the reset button until all the lights show (about 30 seconds)

Keeping the reset button held down, remove then re-insert the power lead.

Once all lights display release the reset button.

The Sure Signal will come online in around 1 hour.

James

[donone46]

I've folowed your instructions 3 times now and still don't have a functioning sure signal. What else would you recommend? Deregister then re-register???

[DaveCD]

Hi donone46

Thank you for your post and I am sad to see you are still experiencing difficulties.

This would be a viable next step that you have suggested.

I would also recommend trying this on a different connection with a different ISP such as at a friend or family members, this will help us to identify if the device is at fault or the setup.

Please can you post back here results from the following

 Speedtest and Pingtest

Your IP address.

Traceroute.

• On a PC / Laptop :
• 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.

 This will help tremendously with our troubleshooting and investigations.

Many Thanks

DaveCD

eForum Team

[donone46]

Results as requested, I won't be able to test the device with any different ISPs.

http://speedtest.net/result/2112185029.png
http://www.pingtest.net/result/67781736.png
94.172.230.237

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 10 ms 7 ms 9 ms 10.5.144.1
2 311 ms 204 ms 306 ms live-geam-1b-ge24.network.virginmedia.net [81.97
.114.234]
3 13 ms 11 ms 10 ms know-core-1b-pc112.network.virginmedia.net [81.9
7.112.137]
4 10 ms 9 ms 11 ms know-core-1a-v99.network.virginmedia.net [195.18
2.179.89]
5 13 ms 12 ms 17 ms leed-bb-1a-ae1-0.network.virginmedia.net [195.18
2.178.145]
6 181 ms 101 ms 15 ms nrth-bb-1b-as2-0.network.virginmedia.net [62.253
.185.101]
7 18 ms 21 ms 17 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
8 23 ms 18 ms 19 ms LDNGW1.arcor-ip.net [195.66.224.209]
9 237 ms 31 ms 84 ms 85.205.116.10
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[DaveCD]

Hi donone46

Thank you for your post and the requested information.

I can see from the trace route that there is difficulties during the second hop, due to the length of time this is taking for the information to pass it closes the VPN which is why the steady red light remains.

You will need to contact your ISP to see why this is taking so long as there may need to be an adjustment at their end.

Many Thanks

DaveCD

eForum Team