Vodafone Sure Signal

[sebcraft]

I have recently upgraded my phone and installed a new Sim with the same number. The Sure signal was working for other registered phones in the house. My new phone would not connect, or calls were dropping when connected.

I followed the instructions here: http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/PLease-rsync-my-sure-signal/td-p/1443902 

Now i can't register my Suresignal - I get the dreaded error: "Sorry we are not able to process your request because of following errors in your form. Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later."

My SN is 40121020107

Please can you help reset, resync or whatever is needed to get this working again.

Many thanks,

Seb

[JennyB]

Seb, do not hold your breath for a quick solution here, i think they have all gone for a bath after there happy meals. #Useless 

[sebcraft]

I have been in touch with Support with no resolution, they told me that they have registered my SS and to wait 1hr for the changes to be applied - no SS is registered against my account and i still get the same error.

Tech Team - can someone look into this for me? is anyone listening, i've not had a response?

[Matt]

Hi

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.

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

Matt
Moderator

[sebcraft]

Thanks for the reply Matt.

Just to confirm there were no problems with my SureSignal for all other users before i de-registered, the sure signal has been working 100% until then. The reason why i deregistered the SS was to resolvle an issue with a new SIM.

Please can you investigate why i am not able to Register my SureSignal?

[sebcraft]

Your speed test results

D:73.54Mbps / U:16.05 Mbps

Your ping test results:

Line Quality: b*
Ping: 25ms
Jitter: 1ms
ISP: BT

Your external IP address from here.
109.150.55.213

The results of a traceroute.

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     6 ms     3 ms     3 ms  BThomehub.home [IP REMOVED]   2    12 ms    12 ms    12 ms  217.32.141.0   3    14 ms    12 ms    12 ms  217.32.140.206   4    22 ms    17 ms    17 ms  217.41.216.154   5    17 ms    17 ms    17 ms  31.55.164.189   6    19 ms    19 ms    18 ms  31.55.164.107   7    17 ms    18 ms    16 ms  acc1-10GigE-0-5-0-5.bm.21cn-ipp.bt.net [109.159.248.98]   8    30 ms    29 ms    28 ms  core1-te0-15-0-16.ealing.ukcore.bt.net [109.159.248.44]   9    23 ms    23 ms    22 ms  host213-121-193-144.ukcore.bt.net [213.121.193.144]  10    23 ms    27 ms    23 ms  LNDGW2.arcor-ip.net [195.66.224.124]  11    23 ms    23 ms    23 ms  85.205.116.10  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.

Your Sure Signal serial number:

[James]

Hi sebcraft,

The current Sure Signal isn’t registered so you shouldn’t have any problems.

Can I ask at what point do you get the error message?

However, so that we can get this manually registered for you I have sent you a quick PM, please follow the instructions on the PM and one of our team will be able to get this all sorted for you.

You can find your PM inbox here.

James

[sebcraft]

Hi James, I've filed you the email form with the information you need.

Here's what happens when I fill out the Register Sure Signal Form:

1. Enter PostCode (as in email), Click Next and Next

2. Enter Serial Number: 40121020107

              Name: SureSignal

              Floor: 1

              Accept T&Cs

3. Click Add Users or Submit Without Adding Users

4. Error:

Sorry we are not able to process your request because of following errors in your form.

• Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Please try again later.

I confirmed with the Support Person via a call earlier and they receieved the same error message.

Seb

[sebcraft]

I meant to say, that i had exactly the same problem when i originally set up the SureSignal after i bought it.

I can't say how the support person resolved it then.

[Simon]

Hi sebcraft

Thanks for your reply. It's strange how you experienced this the first time around and then you're getting the same error again. 

We'll be able to get it registered for you. As long as you've emailed us with details as requested in James' PM we'll get it sorted.

Thanks

Simon

[sebcraft]

I've followed the steps outlined in the email sent to me and i'm getting the same error.

The steps I followed were:

1. Reset the SureSignal

2. Unplug from the network

3. Wait 24+ hrs

4. Reset the SureSignal

5. Plug into the network

6. Wait 1 hr for SS to register

7. Confirmed the SS Lights are on, not flashing

8. Tried to register the SS.

Please could someone look into the problem at a deeper level, there seems to be a problem that won't be fixed by hard/soft resets.

[sebcraft]

Hi Tech Team.

It looks like someone has kindly registered my Sure Signal for me ( at 06/03/2013 18:31:24 ). The good news is that my phone is now connected with 3G+. The bad news is that other phones are not.

I added another phone at 06/03/2013 20:05:21 that was previously registered and working fine before I de-registered the Sure Signal. I've checked the phone intermittantly, restarting it each time and the phone cannot make a call. The phone is sometimes at 5 bars (connected to SS) and sometimes 0 bars (disconnected). Any calls made (when connected) are instantly dropped.

Please can you investigate further.

Many thanks...

[Lee]

Hi there sebcraft,

Thanks for your post.

I've checked our email queues and can't find any emails from your registered eForum address right now. Can you confirm you sent us your details and if so, whether you got an auto response from us with a tracking reference that looked like this - #12345678?

If you did, can you let me know the reference and we'll check it out?

Thanks,

LeeH

[sebcraft]

My Tracking reference is #11168505, I got a response from Aftab who sent me the instructions to try and resolve the de-registration issue, i've listed these earlier in the post.

Seb

[Jenny]

Hi sebcraft,

Thanks for getting back to us.

I can see that we replied to your email this afternoon.

Let us know how you get on and if you’re still having problems, reply to the email and we can look into this further for you.

Thanks,

Jenny 

[sebcraft]

Hi Jeremy,

Yes i am still having problems, hence refering to the email, please see the post earlier today at: ‎07-03-2013 08:38 AM

Seb

[sebcraft]

Hi Tech Team

<Repeat Post>

It looks like someone has kindly registered my Sure Signal for me ( at 06/03/2013 18:31:24 ). The good news is that my phone is now connected with 3G+. The bad news is that other phones are not.

I added another phone at 06/03/2013 20:05:21 that was previously registered and working fine before I de-registered the Sure Signal. I've checked the phone intermittantly, restarting it each time and the phone cannot make a call. The phone is sometimes at 5 bars (connected to SS) and sometimes 0 bars (disconnected). Any calls made (when connected) are instantly dropped.

Please can you investigate further.

[PaulE]

Hi sebcraft, 

Your Sure Signal updated with us yesterday, but I've forced a resynch for you to make sure.

Can you reset your Sure Signal and let me know if the secind line starts working?

• 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.

Paul 

[sebcraft]

Hi Paul,

I reset the Suresignal at around 13:00 today.

Sadly that doesn't seem to have worked.My Phone is at 3G+ 5 bars, the second phone is hovering between 0 and 3 Bars. 

Any chance you could take a look? I've emailed the number which is having problems, the Tracking reference is #11168505

Thanks,

Seb

[Ben_H]

Hi sebcraft,

Thanks for responding. I can see my colleague Darshit has pipped me to the post as he's already responded to the email reference you've given. Can you confirm you got this?

Cheers, Ben