No service on my phone sursignal has only red light on BT Hub and Broadband fine

[Brendan246]

Hi Can someone from technical please help?

I have two phones in the house and neither gets a suresignal connection.

I have re-booted the router many times and each time the red light comes on and the other two flash then eventually go out completely leaving the red power light on only.

Been working fine for over a year and now has suddenly stopped.

I see other have had similar problems and been asked to conduct various test the results fo which are below

Can someone from Vodaphone please review and advise.

Results are

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here. 73ms download 0.48 upload 0.36

Your ping test results from here. 36ms Jitter 3ms

Your external IP address from here. 5.81.134.51

Your Sure Signal serial number: 40120905142

VSS Traceroute

C:\Users\Brendan>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]

  2    31 ms    30 ms    30 ms  esr4.kingston4.broadband.bt.net [217.47.46.143]

  3    30 ms    30 ms    30 ms  217.47.46.30

  4    35 ms    33 ms    70 ms  213.1.69.134

  5    33 ms    33 ms    32 ms  217.41.168.103

  6    33 ms    33 ms    32 ms  217.41.168.239

  7    33 ms    32 ms    33 ms  217.41.168.109

  8    33 ms    33 ms    32 ms  acc2-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.1

59.249.202]

  9    39 ms    39 ms    39 ms  core2-te0-15-0-4.faraday.ukcore.bt.net [109.159.

249.153]

 10    34 ms    32 ms    38 ms  host213-121-193-109.ukcore.bt.net [213.121.193.1

09]

 11    37 ms    35 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    36 ms    34 ms    34 ms  85.205.116.14

 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.

I LOOK FORWARD TO HEARING FROM YOU AS ITS BEEN OUT FOR OVER 48 HOURS.

THANKS BRENDAN

[Retired-Kay]

Hi Brendan246, 

I've checked your Sure Signal serial number and it is showing as it was deregistered today. 

Please leave it 24 hours before re-registering and let us know how you get on. 

Thanks, 

Kay

[Brendan246]

Well I did not deregister it so who can?

But working now OK after a 48hr absence..........

thanks

Brendan

[Brendan246]

Deregistering is a red herring!!

I t came back for 8 hours and now gone again and back to a single red light only even after any type of re-boot.

Vodaphone please find the real fault and sort it out????????????

Brendan

[Retired-Andy]

Hi Brendan,

I’ve checked your serial number today and the unit is still showing as deregistered.

Although it connected to our servers yesterday at 20:21, you won’t get a service from the Sure Signal whilst it’s in this state.

I’d suggest logging on to the admin console and re-registering the unit.

Once you’ve done this, factory reset the Sure Signal:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

[Brendan246]

Not sure what system you are looking at but from my end on my account it shows the unit as registered to me and always has done right through the recent problems?

Registering is a red herring, it is working now and I have done nothing to the registration whatsoever?

Have another guess?

thanks

Brendan

[Retired-Dave]

Hi Brendon246,

If it is now working then that's great!

That serial number does still show as de-registered, though. Can you check that the serial number you quoted is correct?

We're looking at the information on our servers, so it's possible that the information needs to be fully refreshed. It's not a red herring as if the status has become confused in some way it can cause unexpected problems.

If the issue recurs:

 - If My Account still shows it as registered then de-register, wait an hour and re-register.

 - If My Account shows it as de-registered, just re-register.

If the problem then continues, we can look further knowing that this has been resolved. Until then, we can't know that some part of the system is not failing because of this.

Dave