Vodafone Sure Signal

[Lee]

Hi there Henly,

Thanks for your post.

I've just checked your Sure Signal and can see it connected to our servers last night after your post.

I've forced a resync in the eventuality you are still not receiving service and will need you to perform a factory reset to complete the resync.

If you're now online then ignore the factory reset.

VSS Factory Reset

• 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

Cheers,

Lee

[Henly]

Hi Lee, Thanks for that. Lights 1,2 & 4 are now on. Just trying to get the phones that are linked to it,to pick up the SS. Have cycled them on and off but when you call them they still go to voicemail. Will leave it till tomorrow to see if they settle down. Light 3 flashes when making a call but if anyone tries to call then they just go straight to voicemail. Same on two different phones with 2 different Numbers. Thanks Gary

[Henly]

Lee, I have checked again this morning and whilst lights 1,2 &4 are lit and light 3 flashes whilst making calls /3G is shown on the handset, unfortunately when trying to make calls to those handsets registered to the VSS, they are just diverted to voicemail. Please can you advise? Thanks, Gary

[Wayne]

Hi Henly,

Thanks for coming back to us here. This is very strange.

We’re going to need to have a look at your account to investigate this further so I’ll send you a private message with all the information you will need in order to get in touch with us directly.

In the mean time, can you access the internet ok on both devices with Wi-Fi turned off?

You can find your PM inbox here

Thanks

Wayne

[Henly]

Hi Wayne,

I have sent the relevant information via the Contact Us page. No I cant access the internet with wifi turned off. Its says its not connected to the internet.

Thanks, Gary

[amyleask]

I've had no sure signal since Weds. ATM I have lights 1 and 2 on steady and nothing else. Lights on the back are on. I have reset SS, reset router, de-registered and re-registered SS as advised by VF.

Now stuck!

Don't know what to do next - Please help :-(

[amyleask]

Pathping brings this up:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Windows\system32>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 User-PC.home [192.168.1.65]
1 * api.home [192.168.1.254]
2 217.47.186.58
3 217.47.186.161
4 213.1.69.166
5 31.55.165.102
6 31.55.165.57
7 31.55.165.107
8 109.159.250.106
9 core2-te0-3-0-14.ilford.ukcore.bt.net [109.159.250.30]
10 peer1-xe3-1-1.telehouse.ukcore.bt.net [109.159.254.217]
11 LNDGW2.arcor-ip.net [195.66.224.124]
12 85.205.116.2
13 * * *
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 User-PC.home [192.168.1.65]
0/ 100 = 0% |
1 3ms 0/ 100 = 0% 0/ 100 = 0% api.home [192.168.1.254]
0/ 100 = 0% |
2 49ms 0/ 100 = 0% 0/ 100 = 0% 217.47.186.58
0/ 100 = 0% |
3 --- 100/ 100 =100% 100/ 100 =100% 217.47.186.161
0/ 100 = 0% |
4 50ms 0/ 100 = 0% 0/ 100 = 0% 213.1.69.166
0/ 100 = 0% |
5 49ms 13/ 100 = 13% 13/ 100 = 13% 31.55.165.102
0/ 100 = 0% |
6 51ms 9/ 100 = 9% 9/ 100 = 9% 31.55.165.57
0/ 100 = 0% |
7 49ms 3/ 100 = 3% 3/ 100 = 3% 31.55.165.107
0/ 100 = 0% |
8 60ms 0/ 100 = 0% 0/ 100 = 0% 109.159.250.106
0/ 100 = 0% |
9 62ms 0/ 100 = 0% 0/ 100 = 0% core2-te0-3-0-14.ilford.ukcore.bt.
net [109.159.250.30]
0/ 100 = 0% |
10 61ms 0/ 100 = 0% 0/ 100 = 0% peer1-xe3-1-1.telehouse.ukcore.bt.
net [109.159.254.217]
0/ 100 = 0% |
11 61ms 1/ 100 = 1% 1/ 100 = 1% LNDGW2.arcor-ip.net [195.66.224.12
4]
0/ 100 = 0% |
12 60ms 0/ 100 = 0% 0/ 100 = 0% 85.205.116.2

Trace complete.

[szatkowskij]

I bought the Sure Signal box 3 days ago and have not been able to get it working! I have BT infinity and a home hub 3 router. I have tried opening all the ports that the forums say to open and still nothing. Please can someone help. Thanks.

[DaveCD]

Hi szatkowskij

I’d like to help to resolve this VSS (Vodafone Sure Signal) issue for you, but to do this I will need to take some further information from you.

Can you post the following results to this thread?

 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.

And finally, your VSS serial number.

Regards

[lalala1973]

hi

I am a new customer to vodafone and trying to set-up my Sure Signal Box which I received Thursday. I have BT infinity at home with a BT Home Hub router. Everytime I plug in the sure signal box I get the on Red Power Light however I can't get past the stage of flashing system and  phone lights. I have waited over 24 hours (twice!), spoken to techinical services on the phone to no avail. I have opened up the ports as recommended. I have had my account reset. I have also tried to reset the Sure Signal box (however whenever i press the reset button the lights never all come on no matter how long I press reset for)

Can anybody at Tech Support help ?

speed test 37.53 Mbps download / 10.49 Mbps upload

pingtest 32 ms ping / 21 ms jitter

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 6 ms 8 ms 2 ms BTHUB3 [192.168.1.254]
2 11 ms 7 ms 7 ms 217.32.147.105
3 9 ms 7 ms 9 ms 217.32.147.158
4 13 ms 14 ms 12 ms 213.120.181.174
5 13 ms 13 ms 13 ms 217.41.169.201
6 13 ms 14 ms 13 ms 217.41.169.109
7 13 ms 13 ms 13 ms 109.159.251.211
8 23 ms 22 ms 23 ms core1-te0-2-4-0.ilford.ukcore.bt.net [109.159.25
1.141]
9 19 ms 19 ms 19 ms peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159.
254.124]
10 26 ms 26 ms 39 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 22 ms 25 ms 24 ms 85.205.116.6
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.

[lalala1973]

VSS serial number is 40123235372

[Dave]

Hi lalala1973,

Looking at our system, your Sure Signal has not yet connected with our servers. 

The speed test and traceroute look fine, so this may be the same as the issue being reported here. That is being investigated, but to rule out anything else in the meantime there are a few things we can double-check.

I've performed a resync, so can I get you to try a factory reset for me?

• 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.

Next, can you confirm your IP address?

Can you also check on the server that your MTU is set to 1500 for me (or the highest available if this is not possible) and that the following ports are open: 8, 50, 123, 500, 4500 and 1723.

Let us know of any of these steps help.

Dave

[lalala1973]

I've got the box working now . I had to enable port clmping on the home hub router ( advanced settings -> broadband -> vpn for those having similar issues)

[Andy]

Hi lalala1973,

Thanks for the update, it's great to hear you've got your Sure Signal working. Also thanks for posting the solution that's worked for you, it may help others in similar circumstances.

If you do have any further questions, you know where we are.

Thanks

Andy

Moderator

[SteveC]

Can someone please give my VSS a virtual kick.

My internet went down completely sometime last night (I'm on Virgin Cable) and since then my VSS is just flashing the second icon. It's been going like that now for about 15 hours.
The internet connection was restored and I power cycled the VSS once the network was back up which was early this morning (about 6:30am).

My device id : 253264385
Serial : 21230681013

I've had it working for more than a year, so it's not a registration thing.

Many thanks,

[boe32]

Its got to be there end, just be patient, i have a feeling there messing with something again lol.

[SteveC]

Well, it's still just flashing away. 2 days now

[boe32]

I think its time to restart your router without the ss plugged in , and factory reset the vss, not much else to try really, the connection could of been screwed up when your power went down maybe.

[DaveCD]

Hi SteveC

Thank you for your posts and a very warm welcome to the eForum.

I have just checked the serial number and can see the last time this connected was 16/08/2012, so I have resynced your device, please let me know if this has the desired affect after a couple of hours.

Many Thanks

DaveCD
eForum Team

[MacShemp]

Hi I am suffering from the second flashing light problem. My sure signal was previously working and I'm not sure when it stopped..

I have followed all the steps in the trouble shooting guide several times but am unable to get it working. Is it possible I need a reset at your end?

My serial number is: 21230728681

Many thanks for any assistance you can give me.