Sure Signal Not Working

[michaelnicholas]

Hi I’ve had my Sure Signal Box for about 2 weeks and none of my phones are picking up any coverage despite the lights on the front of the box indicating that it is working. I’ve tried re-setting, battery pulls on the 3 different phones which are registered etc but no luck. The system dashboard for my sure signal tells me that I am successfully registered. I seen elsewhere the common questions you have asked users with similar problems and I have therefore included my answers below. Could you have a look at this for me and try and resolve? Many Thanks
Michael       

Your speed test results from here. Download: 0.48mbps; Upload 0.24mbps

Your ping test results from here. 48ms

Your external IP address from here. 217.43.56.94

Your Sure Signal serial number: 40114288232

My Router: BT Homehub 2.0

The results of a traceroute.

 C:\Users\Michael>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1   350 ms    96 ms    99 ms  BThomehub.home [192.168.1.254]

  2    32 ms    28 ms    27 ms  217.32.0.58

  3    27 ms    25 ms    26 ms  217.32.97.161

  4    36 ms    36 ms    35 ms  213.1.69.186

  5    36 ms    35 ms    34 ms  31.55.165.37

  6    36 ms    35 ms    35 ms  31.55.165.107

  7    65 ms    35 ms    39 ms  acc1-10GigE-4-2-3.mr.21cn-ipp.bt.net [109.159.25

0.118]

  8    43 ms    47 ms    46 ms  core2-te0-13-0-14.ilford.ukcore.bt.net [109.159.

250.46]

  9    43 ms    43 ms    43 ms  host213-121-193-156.ukcore.bt.net [213.121.193.1

56]

 10    46 ms    46 ms    43 ms  LNDGW2.arcor-ip.net [195.66.224.124]

 11    47 ms    45 ms    46 ms  85.205.116.14

 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.

[rich_wdly]

Hi Andrew

It has been confirmed as a error storm that has reduced the bandwidth, it is beig fixed over night, hopefully SS should then be back! Fingers crossed!

BR
Richard

[rich_wdly]

Hello my bandwidth issues have been resolved with an upload speed of 7.5 Mbps, however after reset I am still getting only a solid re light! Please can you check at your end?

[Retired-Lee]

Hi Richard,

Thanks for your post.

I've checked and the VSS last connected with our servers on 5 March. I've forced a resync for you which could fix it but I need you to factory reset the VSS to complete the process.

Let me know if you need more help after the reset.

Cheers,

LeeH

[rich_wdly]

Hi

I have rebooted my router and tried factory resetting the VSS twice, both times both white lights flash for some time before reverting to the solid red light!

BR

Richard

[Jenny]

Hi rich_wdly,

Thanks for getting back to us. I’ve checked your sure signal and this still hasn’t updated since 05/03/2013.

I’ve therefore performed another resync for you today. Please complete this process by carrying out another factory reset as follows:

-Hold in the reset button until all the lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

Let me know how you get on.

Thanks,

Jenny

[rich_wdly]

Hi Jenny

Just to clarify the lights only go solid for about 1 second!


BR

Richard

[rich_wdly]

Hi


Sorry, still solid red only!

BR

Richard

[Retired-Kay]

Good Afternoon rich_wdly, 

Is it possible you can try your Sure Signal at a different location? We need to rule out a fault with the device itself. 

Also, it still hasn't updated since the 5th March. Trying it at a different location should also make it update. 

Let me know how you get on. 

Kay

[rich_wdly]

Hello

Sorry I have only now been able to test teh SS in a different location!

Once again the lights flashed before returning to the solid red only!

BR

Richard

[Retired-Dave]

Hi rich_wdly,

This is strange. The Sure Signal shows as connecting yesterday, but there's no record of a location change. Usually a physical switch in location would be picked up.

I've done another resync to make sure it's picked up that it's back in place. Can you try changing the postcode it's registered to for me, wait about an hour and then switch it back? This should help if there's any "location" glitch in there.

Dave