Sure Signal 3 not outputting Signal

[123xlee]

Please can someone help?

My SS3 was not letting me recieve incoming calls or texts, outgoing is fine just incoming.

I read the other threads on here and I reset the unit, I changed the postcode and the changed it back and then reset again. De Registered and Re registered the unit.

Since doing this I get the first 2 solid lights as I should but there is no signal on my phone? I have done a hard reset on my handset also but it is still not working.

Please help!

[Retired-Matt_Vo]

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

[123xlee]

Speed test

[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/2759389553.png[/IMG][/URL]

Ping Test

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/82298571.png[/IMG][/URL]

IP

86.170.140.125

Trace

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    27 ms    26 ms    26 ms  217.47.203.186
  3    26 ms    26 ms    26 ms  217.47.249.193
  4    27 ms    27 ms    27 ms  213.1.69.94
  5    29 ms    27 ms    27 ms  31.55.164.102
  6    29 ms    29 ms    27 ms  31.55.164.39
  7    28 ms    26 ms    26 ms  31.55.164.107
  8    26 ms    27 ms    26 ms  acc1-10GigE-0-5-0-6.bm.21cn-ipp.bt.net [109.159.
248.100]
  9    33 ms    39 ms    41 ms  core2-te-0-4-0-4.ilford.ukcore.bt.net [109.159.2
48.6]
 10    34 ms    34 ms    31 ms  peer1-xe3-1-1.telehouse.ukcore.bt.net [109.159.2
54.217]
 11    36 ms    35 ms    38 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    34 ms    33 ms    32 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.

Serial Number

40131125706

[Retired-Andy]

Hi 123xlee,

Thanks for the information. I’ve checked your IP address and it’s on our whitelist, so there’s no issue there.

You ping test results look fine as do your speedtest results and traceroute.

Do you have any other devices using your connection? The Sure Signal needs a minimum of 0.3Mbps upload to maintain a stable connection to our servers. If you have other devices that use the connection, they may take the available connection speed below the minimum needed.

To make sure that your Sure Signal is as up to date as possible, I’ve just resynced it for you.

To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Thanks,

Andrew

[123xlee]

I have tried resetting the unit but following your instructions of holding the button in for 30 seconds does not work! No matter how long I hold the button in for, it does not make the lights go out and the unit does not reset.

My upload speed was unusually low on that day but I have done numerous tests since and they are all coming back at 600 ish kbps

Any other Ideas? At the moment I have no signal at home and a useless SS box! This is not great, you clearly have a big problem with geting these to work so maybe you should stop selling them to avoid customer frustration until you can get them to work!

[123xlee]

Ok, so it seems I have finally got to the bottom of this!

It looks like my phone will not automatically switch between GSM and WCDMA mode, which is a known problem to Vodafone, upon reading some other threads!!

Now I have manually selected WCDMA mode, suprise suprise my SS works, but now I have to switch back when I leave the house and vise versa which is pretty annoying!!

I think Vodafone seemto try and hide alot of problems instead of being open and honest about what could be causiing the problems.

When will this bug be sorted out or is it something I am going to have to live with?

[Retired-PaulE]

Hi 123xlee, 

We've got no info on this at the moment I'm afraid

Paul