Sure Signal 2 - can't reset no signal

[washy21]

Can anyone help.

Recently I got several text messages on my iphone 5s asking me to register my Sure Signal 2 and in particular my post code.

Ever since that message I have had issues with the sure signal dropping connection and have turned my router on and off to get it working. But now it has stopped altogether and I can't reset it using the instructions on this site.

I might add that the Sure Signal is already registered and in the Dafshboard settings everything looks okay and as it was when it was working correctly. Put simply it is registered.

• I use a mac system
• Speed test seem okay - no different from before.

 Need to get this working quickly  as it is the main point of contact.

[washy21]

Still no resolution and we depend on this so much !

So far I have made two calls to Vodafone.  The first call advised me to do a reset  - they also refreshed from their end) and wait 6 hours. Well, it was clear that after a doing a reset nothing had changed so later I called again. This time I was told that something seemed amiss at Vodafone's end (outage?) but because I could barely understand the person who I was talking too (he spoke bad english in my opinion) that I had to politely thank him and put the phone down.

There must be something wrong because prior to loosing signal I kept getting SMS messages from Vodafone telling me to register my postcode for the Sure Signal because it's loction has changed. It hasn't changed at all: it is still in the same place as it was but just not working so why the texts? The Sure Signal is properly showing as registered.

So all I have om my Sure Signal 2 is:

Constant red light — flashing System light — no light on the mobile icon.

My router is working fine with great download/uplaod speeds.

Very frustrating when you need to do work.

[Jenny]

Hi washy21,

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

Jenny

[washy21]

Hi

I'm on a mac so don't know how to do this.

I have been onto Vodafone again and they are claiming that there is currently an issue with BT and Sure Signal. I have been told to wait because it is being resolved.

My router is seeing the Sure Signal because I can see it connected through the router settings. I am gettting a strong download speed and so I just hope that this fault is indeed the result of an issue with BT Broadband itself.

If that fails I will try to do the things you asked and post them here. Still not sure how to perform the VSS trace route on a mac though.

Regards

John

[washy21]

Here are those results:

SPEED:
8.2Mbps

MY IP:
86.128.22.255

PING:

67ms
Jitter 4ms

GRADE:

B+ very good

TRACEROUTE:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  btbusinesshub (192.168.1.254)  3.007 ms  1.984 ms  1.827 ms
 2  217.32.143.34 (217.32.143.34)  20.687 ms  20.399 ms  20.665 ms
 3  217.3.143.78 (217.3.143.78)  20.739 ms  23.429 ms  20.603 ms
 4  213.120.158.234 (213.120.158.234)  23.409 ms  25.864 ms  23.897 ms
 5  31.55.165.247 (31.55.165.247)  24.539 ms  24.802 ms  24.825 ms
 6  31.55.165.109 (31.55.165.109)  23.116 ms  24.299 ms  23.376 ms
 7  core2-gig10-0-0.manchester.ukcore.bt.net (109.159.250.222)  42.907 ms
    109.159.250.186 (109.159.250.186)  22.821 ms
    core2-gig10-0-0.manchester.ukcore.bt.net (109.159.250.222)  23.655 ms
 8  109.159.255.221 (109.159.255.221)  30.875 ms
    core1-te0-13-0-13.ilford.ukcore.bt.net (109.159.250.172)  38.792 ms
    core1-te0-13-0-0.ilford.ukcore.bt.net (109.159.250.137)  31.131 ms
 9  peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  30.323 ms
    peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134)  29.173 ms
    peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124)  31.581 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  33.164 ms  32.946 ms  31.822 ms
11  85.205.0.93 (85.205.0.93)  35.031 ms  35.258 ms  34.636 ms

[Retired-Laura]

Hi washy21,

Can you let us have the serial number for your Vodafone Sure Signal?

Cheers,

Laura

[washy21]

Hi

The serial number of my Sure Signal 2 is: 40120136581

However, it would be really helpful if someone could actually confirm that my issue is part of the issue that is seemingly affecting a lot of Sure Signal - BT Broadband customers.

I was told yeserday morning that the issue would be fixed in 24 hours and I'm afraid that this has not been the case. In my particular case it looks all okay online in the manage my sure signal section (registered etc) and my BT hub can see it but nothing is happening. I even called into a Vodafone shop this morning, out of frustration, and they looked at me as if I was asking a stupid question - shrugging their shoulders saying we don't know of any problems.

Sorry to rant but having no mobile signal at home with no sign of it being resolved is annoying. I'm paying a lot of money to Vodafone each month and would appreciate some meaningful insight into why the service suddenly stopped working for me, and for others.

[washy21]

So yet again I am getting false SMS re Sure Signal. The same one as I have been getting for a week or so:

"We have noticed your sure signal box (sn). has moved ER, NO IT HASN'T Please update it's post code I HAVE DONE MANY TIMES. This will allow the emergency services to locate you should you make a call CAN'T MAKE A CALL SO GOD HELP ME"

I tell a lie - I did move the sure signal about one foot during the numerous times I have tried to reset it.

Anyone else getting this message? I have de-registered my Sure Signal, re-registered it, had it reset by Vodafone support and as I look at my online settings everything looks okay.

I'll probably need the emergency services after all this lot of hassle - I'm exhausted.

[Ben_H]

Hi washy21,

If that's who your ISP is, then I'm afraid you're affected by the issue mentioned here.

We'll update that thread as soon as we have any more details to share.

Apologies for any outage in the meantime.

Thanks,

Ben