Sure Signal V1 not working

[Topple]

SS V1 (s/n 21221963784) stopped working about ten days ago. Power on. Changed ethernet cable. Tried numerous resets. Spoke to someone on support 36 hours ago who said they would remotely reset. All to no avail. Power light is on; @ light flashes then locks on; Service light flashes for a while then the whole sequence repeats.

When I try reset, on pushing reset button down all lights come on together - not in sequence as they should; on removing power supply (still holding reset) and powering up again after 5 secs the lights come on in sequence as they should.

I would appreciate some help from Vodafone on this been without mobile use in office for 10 days.

Does it need a firmware upgrade? If so can that be pushed through?

Many thanks.

[DaveCD]

@Topple 

I'm unable to see the software version as the Sure Signal is not connecting to our servers.

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.

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

DaveCD

[Topple]

Hi DaveCD and thanks for this.

Trace route results:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

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  192.168.7.1

  2     *        1 ms     1 ms  82-68-9-245.dsl.in-addr.zen.co.uk [82.68.9.245]

  3    37 ms    37 ms    38 ms  losubs.subs.dsl1.wh-man.zen.net.uk [62.3.87.145]

  4    38 ms    38 ms    38 ms  ge-2-1-0-160.cr1.wh-man.zen.co.uk [62.3.87.161]

  5    44 ms    44 ms    50 ms  ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]

  6    74 ms    47 ms    47 ms  ldngw1.arcor-ip.net [195.66.224.209]

  7    45 ms    46 ms    45 ms  85.205.0.93

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 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.

Speed test

http://www.speedtest.net/my-result/3968315859

Ping test

http://www.pingtest.net/result/112240719.png

IP address is 82.68.9.241

IPV6 address is ::ffff:5244:9f1

Hope I've done all that correctly and this is what you need.

Topple

[Topple]

Dave

I replied some days ago to your request but have not had a response to it. Would be grateful if you would please as its a real pain not having it working.

Many thanks

[chrismuk]

I have the same problem with a suresignal 1 (SN 21229591546), stuck on power light, been offline for a few days now, tried resetting everything including router and FTTC modem (on BT Infinity 2) internet is fine for everything else.

I see the suresignal get to the point where the first two lights are on and solid, the fourth light is flashing, then all lights go out and the power light comes back on and just sits there.

My details :

Ping result was 11ms

IP Address is 86.140.146.196

Trace Route :-

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 192.168.1.1
2 5 ms 5 ms 5 ms 217.32.147.7
3 6 ms 6 ms 6 ms 217.32.147.30
4 7 ms 7 ms 7 ms 213.120.156.194
5 7 ms 7 ms 7 ms 217.41.168.241
6 7 ms 7 ms 7 ms 217.41.168.109
7 7 ms 7 ms 7 ms acc2-te0-4-0-9.l-far.21cn-ipp.bt.net [109.159.25
5.204]
8 7 ms 7 ms 7 ms core4-te0-9-0-27.faraday.ukcore.bt.net [109.159.
249.191]
9 7 ms 7 ms 7 ms peer1-xe8-1-1.telehouse.ukcore.bt.net [109.159.2
54.191]
10 11 ms 10 ms 11 ms lndgw2.arcor-ip.net [195.66.224.124]
11 9 ms 9 ms 8 ms 85.205.0.93
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 ^C

[Retired-Matt_B]

Hi everyone,

@Topple and @chrismuk - Please try an additional 12v 1.5amp power adapter in your Sure Signal. 

Thanks,

Matt B

[chrismuk]

I don't have a spare power supply, can you send one?

It seems like more than a coincidence that so many people are reporting similar experiences happening at similar times, did VF roll out a dodgy firmware that bricked a lot of devices?

I dont think its a psu issue, the lights come on it runs through the usual start up sequence sometimes getting to the fourth light flashing before reverting to a single power light on solid.

My contract with VF has just ended and to be honest what with poor reception problems in many locations and now this, I think I've had my fill of vodafone, I now have little to no reception at home and I think I'm just going to switch networks.

[Topple]

Yes I too dont have a spare supply and cant understand why, when the SS is obviously powered up, why you are suggestting trying another psu. Can you please explain?

Thanks

[AndroidFamily]

Thanks for the reply. Rather than spend £100 for the latest Sure Signal, I purchased a new power adapter. The Sure Signal sprung back to life almost instantly with solid 1,2 & 4 lights and all mobiles in the house connected.

The power adapter seems to be the problem, as seen in numerous posts, it does not have enough juice to keep light 4 connected. I got this as they said it was for the Sure Signal, decide for yourself:

(Removed according to House Rules)

The 4G phones would not connect on Network Mode setting of GSM/WCDMA/LTE auto so I changed it to GSM/WCDMA auto and they connected like a treat. As far as I understand all the Sure Signals do not work with 4G. So you will need to do this swap at home and when you leave home.

Strangely enough the trace route still does not connect, see below:

Microsoft Windows [Version 6.3.9600] (c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jason>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]   2     *        *        *     Request timed out.   3    16 ms    17 ms    15 ms  0278095a.bb.sky.com [2.120.9.90]   4    20 ms    19 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]   5    20 ms    17 ms    16 ms  85.205.0.86   6     *        *        *     Request timed out.   7     *        *        *     Request timed out.   8     *        *        *     Request timed out.   9     *        *        *     Request timed out.  10     *        *        *     Request timed out.  11     *        *        *     Request timed out.  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.

[Retired-Sarah]

Hi everyone,   

@Topple and @chrismuk We don’t currently supply spare power adapters.

Alternative cables are available from outside Vodafone.

We advise a different cable to ensure whilst the connection is initially made, that this can keep the Sure Signal connected.

@AndroidFamily Thank you for updating us.

Can you confirm your Sure Signal serial number, so we can check this further.

Thanks,

Sarah