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Solution

Sure Signal Version 1 Factory Reset

xentrix
4: Newbie

Hi,

 

I'm having a lot of issues with my sure signal (v1) that upto a few weeks ago worked perfectly.

 

The issues seemed to start when my sure signal was derigistered by Vodafone.... I had set it up ( a few years ago) with a pay as you go sim as the primary number.... I hadnt used that number for a while and it got killed off and I had to reregister the sure signal with a current number.

 

This has now been done....but I'm still not picking up the sure signal on my phone.

 

What I have noticed is that the sure signal isnt doing the normal light sequence when I try to do a factory reset (Ive done many of these at home and at work).... normally when you press the reset button... it goes to one light lit....then lights each light one by one etc etc

 

When I hold down the reset button.....all the lights come on (at the same time)....until I release the button.... Ive never seen this before....is this normal or does it indicate a fault on the sure signal.

 

The SN is 21197039015

1 ACCEPTED SOLUTION

Hi, I can confirm that the update has again fixed the issue with the V1 suresignal.

 

Thanks

View solution in original position

29 REPLIES 29

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi xentix

 

Thanks for letting us know the software update worked.

 

I’ve requested that an update is pushed through to your V1, I'll be in touch as soon as I know more :).

 

Thanks

 

Sukhi

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi xentix

 

I can confirm the software has now been pushed through to your V1 :Smiling:

 

Thanks

 

Sukhi

Hi, I can confirm that the update has again fixed the issue with the V1 suresignal.

 

Thanks

I have a sure signal V 1 that was registered on a contract which ended two years ago. I do not have the login details for that contract. The sure signal is suspended now (Your Vodafone Sure Signal 21197030444 in postcodeXXX XXX has been suspended due to Inactivity.

 

I need to reenable it.

I have called Customer Support but have not got any where.

I would appreciate some advice how to reenable.

Hi @alansidik

 

Welcome to the eForum.

 

So we can look into this, get in touch with our Live help team.

 

Cheers,

 

Laura

Katieflinn
3: Seeker
3: Seeker
I have a v1 suresignal which has stopped working the past few weeks. I have attempted reset but only light illuminated is 1st light i.e. Power light. I made contact with customer services who advised that I could buy a new one. Could software be pushed through to my device? This was not suggested as an option to me, just simply buy a new one! Serial number 21224525176

Mark
Community Manager
Community Manager

Hi @Katieflinn,

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

Mark

Katieflinn
3: Seeker
3: Seeker
Many thanks. Still not working only power light illuminated

speed: 5.41 Mbps
ping: 70 ms
external IP: 81.153.239.33
Sure Signal serial number:21224525176

traceroute
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Owner>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Documents and Settings\Owner>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms bthub.home [192.168.1.254]
2 53 ms 53 ms 53 ms 213.1.177.250
3 52 ms 52 ms 53 ms 213.1.177.161
4 55 ms 54 ms 54 ms 213.1.69.18
5 53 ms 53 ms 53 ms 31.55.165.103
6 54 ms 54 ms 54 ms 31.55.165.195
7 54 ms 54 ms 53 ms 31.55.165.109
8 53 ms 86 ms 52 ms core2-gig10-0-0.manchester.ukcore.bt.net [109.15
9.250.222]
9 61 ms 63 ms 59 ms 109.159.250.17
10 60 ms 60 ms 61 ms peer6-te0-9-0-13.telehouse.ukcore.bt.net [109.15
9.254.157]
11 60 ms 61 ms 78 ms t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.22
8]
12 61 ms 60 ms 60 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

C:\Documents and Settings\Owner>

Katieflinn
3: Seeker
3: Seeker
Can this be pushed out to my device?

Rahim
Moderator (Retired)
Moderator (Retired)

@Katieflinn I've checked your Sure Signal and can see that your device hasn't made contact with our server since 4 December 2016. 

 

I've resynced your device in an attempt to refresh your services on our server. 

Please allow 6 hours before your device obtains a connection and starts working again.

If this doesn't help resolve the issue, you'll need to test your device in a different location with a different ISP (internet service provider).