Hi barney45,
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
Andy
Moderator
Hi barney45
Thanks for your post here. I’m sorry to hear that you are having problems with this. I appreciate how frustrating it must be for you.
In order to establish whether the Sure Signal is able to communicate with our NTP server, a pathping can be performed as a test. In order to do this, you'll firstly need to open the command prompt in Windows as follows:
-For XP just click Start > Run and type cmd then hit enter
-For Vista/Windows 7, press Start and type cmd into the search bar
-Right click the result and click "Run As Administrator
Once you're in the command prompt type in pathping 212.183.133.181, this will perform a trace route to the NTP server and will also show you the route it took to get there. One of the column will display packet loss, if this occurs before hitting our server then you'll need to contact your ISP for further assistance.
Also, can you go to www.speedtest.net, do a speedtest and post back the results?
I know that this has been working ok for a while now, but we need to check to ensure nothing on the line has changed with regards to speed and latency.
Thanks
Wayne
Hi barney45,
Thanks for your patience. The eForum is not a live chat function and posts are worked in chronological order so all our customers get the same, fair treatment they deserve. I hope you can understand that.
Looking at your pathping there's 100% packet loss at hop numbers 3, 4 and 5 which are BT addresses as well as hop 10 before it reaches our servers. I've checked the IP for hop 10 and it belongs to an address in Leman Street in London.
You can check the IP addresses here.
Have you tried the suggestion from FelixDaHousecat? That will rule in or out the VSS being at fault.
Cheers,
Lee
Hi barney45,
Thanks for coming back to me.
Looking at your pathping it would appear that your ISP has made a change to your servers as you we're routing through London yesterday but are no longer based on your latest post.
This is something we have no control over and therefore I'm unable to offer another reason for the service kicking back into life.
I'm really pleased you're back online though 
Cheers,
Lee
Hi barney45,
The Vodafone eForum currently work on and around a 24 hour SLA however, there is times where you post can be answered in under this time depending on the amount of posts and emails that we are working with at the time.
When it comes to making a complaint, this must be done in lines with our complaints procedure.
When it comes to the Sure Signal there are a number of factors that we will look for when diagnosing an issue including any packet loss as it is this packet loss that can cause the required VPN connection to fail meaning that the Sure Signal can not connect to the server to give the signal to your phone.
We will also look at the IP address, the speed of the line and also the ping time between hops, unfortunately if any of these are out of the parameters required for the Sure Signal it means that it won’t work and they are something that we don’t have any control over.
Although the Sure Signal has pinged our server it doesn’t mean that a VPN connection is being made and a signal is being provided, unfortunately the manufacturer has not given us any tools to be able to ping through the Sure Signal from our end to see what is happening which is why we ask all of our users for specific information when diagnosing different situations.
I’m sure that there would also be some legal implications of having such a system in place if it existed.
Unfortunately due to the nature of the Femto network it is impossible to give all of our users service all of the time and although we do our best to provide the service from our end there is a lot of circumstances that we have no control over that can affect the usage of the Sure Signal including your router setup and any changes that can be made by your ISP at any time.
James
