New Sure Signal V3 Not Connecting

[yanpearce]

I have a sure signal. Power light and 2 white lights are on but it will not connect to the phone(Samsung S6).

Speed test, ping test,etc in attached word doc.

Serial number is 42151674217

What can I do?

Thanks

Ian

[Retired-Wayne]

Hi

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks,

Wayne

[yanpearce]

Hi Wayne

Taken a look but the light status I have is not shown.

I have a solid power light

Internet is solid white

Inservice is solid white

The inuse light has no signal.

Ian

[CAVOK]

I have exactly the same problem - Version 3 Sure Signal, Power light solid, Internet solid white, Inservice solid white, In Use light blank. I have reset, reset the router and run tracert.exe - First few legs are >11ms then remainder are "Request timed out".

Any ideas or is to back to sitting on the phone for ages waiting to speak to technical support?

Thx

(By the way, according to this post: 

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Version-3-Sure-Signal-Troubleshooting/td-p/13933...

this light configuration does not exist.) 

[Retired-Wayne]

@yanpearce and @CAVOK

This light sequence indicates that everything should be up and running.

Do you have any other phones using the Sure Signal?

Do these work ok?

The best thing to do would be to remove and re-add the numbers. Make sure that 3G is also active on the handsets.

[yanpearce]

I have 2 phones currently registered but none of them work. I will remove and readd them tonight. Should they be immediately accessible?

[CAVOK]

Thanks for replying. I will delete and then add back the other two numbers that are attached and test later when they are home. However, I can't delete mine as it is the primary number associated with theSure Signal.

3G is turned on and works fine away from home.

The system has been working before and just seems to have stopped comnnecting to any phones.

[Retired-Wayne]

@CAVOK

In that case a complete de-registration and re-registration may be best.

@yanpearce

It can take up to six hours.

[CAVOK]

I have deregistered then registered. The account status on the dashboard in my account after a while changed from Pending to Registered, but I have exactly the same problem. One red and two solid white lights and no In Use light.

Any more ideas? Ask for a new unit?

[Mark]

@CAVOK @yanpearce

If the resolutions offered haven't resolved your query, please post the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

This will help us get the quickest possible resolution for you.

Thanks