Please resync my Sure Signal

[stewcos]

Hi I have been trying to get my sure signal resynced since Tuesday the 19th of February without any luck.

Can you guys help before I go crazy trying to get this sorted on the telephone again.

I received a new sim card last week and the sure signal does not seem to recognise it.

I was told over the telephone that the sure signal receiver needed resynching but this still hasnt happened. I contacted the team again yesterday and was informed that the computer/server was not working and therefore unable to push a  resynch.

Can you let me know if you can do this for me please ..... im currently unable to receive calls at home which is also my office. When I do receive they drop out due to poor signal. As a business customer with my main line being my mobile this is becoming a little stressful to say the least.

My sure signal s/n 40111015901.

thanks.

[Retired-Dave]

Hi stewcos,

I've resynced this for you now. Can you carry out a factory reset of the Sure Signal for me?

For Sure Signal version 1 or 2:

• 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.

For Sure Signal version 3:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

If you keep having issues, can you provide a little more information so we can investigate?

First, please take a look at our Sure Signal Troubleshooting thread. If this doesn’t sort things, 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.

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

Dave

[stewcos]

HI Dave,

Thanks for looking in to this. I have carried out the factory reset and still am having no luck.

the details you asked for are below:

Speed test: 5.2 mbps download 0.70 mbps up

Ping: 20ms Jitter 1ms

External IP: 176.26.210.224

VSS Trace route command:

Microsoft Windows [Version 6.0.6002]

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     5 ms  myrouter.home [192.168.0.1]  

2    25 ms    24 ms    25 ms  b01ad2fe.bb.sky.com [176.26.210.254]  

3    23 ms    22 ms    24 ms  10.245.129.17  

4    35 ms    31 ms    32 ms  te0-1-0-2.er11.thlon.ov.easynet.net [89.200.135. 99]  

5    29 ms    28 ms    29 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]  

6    36 ms    35 ms    35 ms  AMDGW1.arcor-ip.net [195.69.145.123]  

7    44 ms    47 ms    47 ms  188.111.129.25  

8    63 ms    61 ms    61 ms  85.205.116.6  

9     *        *        *     Request timed out.  

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.

[Phil]

Hi stewcos,

Everything does seem fine with the details you've sent over. 

The Sure Signal did connect with the network last night - I'm hopeful that it's up and running for you now. Can you confirm this is the case please?

Thanks,

Phil

[stewcos]

Hi Phil,

Still nothing this end.

I did another reset before I sent this and no difference.

What's the next thing to try.

Thanks.

[stewcos]

I have just dergestired and then reregistered succesfully.

Still no signal being received.

Thanks, stewcos

[stewcos]

Is anyone able to assist further please?

[Ben_H]

Hi stewcos,

Thanks for letting us know. So we can absolutely rule out an ISP issue, would you be able to quickly test the Sure Signal on another internet connection (say a friend, relative or neighbours)? If the issue remains, then a repair may be in order. If it works on the other connection, let me know!

Cheers, Ben

[stewcos]

To Be honest Ben it would be an effort to say the least. Is it as simple as unplugging the device driving to a friends house in the next town plug the signal box in and it will work?

I'm sure the box itself is fine as it worked ok until I received a new SIM card.

There must be something we are all missing.

I appreciate that this is just another issue that needs sorting however without a signal at the office to me this is a little more important.

I am a business customer that isn't receiving any calls...... Not good.

Thanks.

[Retired-Andy]

Hi stewcos,

In answer to your question, pretty much yes. Once the Sure Signal (VSS) is plugged in, it’ll need to set itself up and once it’s done so, it’ll give a 3G signal. If you’re still unable to receive a signal then, as Ben has mentioned, you would need to send the VSS for a repair.

Thanks

Andrew