Vodafone Sure Signal

[mr fletcher]

our ss has been out for 4 days or more now had some interesting calls to 191 to try and sort the issue, i think the only thing they didn't tell me to do was phone father christmas.very disappointed in the response to this ,been vf customer for many many years.

[robinbrewerton]

Hey Guys,

It looks like there may have been a temporary outage, please can you all let us know if you are still having issues so we can check each case for you all.

James
eForum Team

Still not working, worse still am still being told its downloading software........ by snail?????

[nickbaxter]

I have a similar problem. not sure where to get help, keeping being told I am posting to worong thread. Tried the trouble shooting guide. Tried disconnecting everything. Had lighte 2 and 4 flashing all weekend. I read somehwhere this light sequence means updating software, but it has been doing that all weekend now. Dont know what to do now, except move house. Is this likely to be a VF problem (that will fix itself one day), a downloading software issue (which will finish eventually) or is the SS on its last legs?

[Hammarton]

Got one of these on Thursday last week, it's never worked :

Get all lights up then they drop to light 1 with 2 slowly flashing until it comes back up then drops again. Just timed it and got :

Off : 2'06
On : 15.9
Off : 57.8
On : 44.8
Off : 1'59.8
On : 53.4

Tried the ping to 212.183.133.181 and got 100% packet loss

Nobody at the VF help desk appears to give a toss or know what they're talking about. The one I spoke to on Saturday finally agreed to go away and try to find out more information and call me back on Sunday, then never bothered.

Utterly useless on all fronts and frankly taking the ###### considering how much money I pay to vodafone a month anyway only to then be made to pay £50 to get a signal ( which incidentally VF claim is "good" in my area.. it's not, it's nonexistent ) and when no signal arrives just get shrugged off by Vodaone.

[AndrewH123]

Hey Guys,

It looks like there may have been a temporary outage, please can you all let us know if you are still having issues so we can check each case for you all.

James
eForum Team

Hi - I'm still having issues connecting - lights 1 & 2 are on, others refucse to come on. Several reboots.

The longest I have had my SureSignal up and running is 48 hours - is this normal - it normally requires a reboot. It is quite new at a couple of months, but the service isn't great - sometimes it only stays on for a few minutes or hours if I'm lucky.

[18monthstogo]

I have my pathping results and have no idea what it means. Would some explanation be an idea on the reading of them? NB I am not a geek.

Would it help to eject the box thru the window? I cannot face another call to Mumbai.

[Lee]

I have my pathping results and have no idea what it means. Would some explanation be an idea on the reading of them? NB I am not a geek.

Would it help to eject the box thru the window? I cannot face another call to Mumbai.

Hi 18monthstogo,

Thanks for letting us know that you're too having problems. If you'd like to upload a copy of your pathping results, I'll be delighted to have a look to see what's going on.

Cheers all,

LeeH
eForum Team

[philip42h]

... Hi there Hammarton,

I can totally understand your frustration here, but if you're getting 100% packet loss then this indicates a problem with your ISP and I'd be inclined to advise you to contact them...

LeeH
eForum Team

Hi Lee,
Your statement above isn't necessarily entirely true ...
If when Hammarton says "Tried the ping to 212.183.133.181 and got 100% packet loss" he really means what he says and he tried ping rather than pathping, then the observed result is entirely predictable since your Vodafone servers don't respond to ICMP pings. 'Request timed out' / '100% loss' is the expected result and doesn't indicate any fault of the ISP or in the router settings.

Hammarton,
To get a useful result you would need to run the command pathping 212.183.133.181, in administrator mode on Vista or later, and then wait to allow it to return a full set of results. This will then show the round trip times and packet loss at each step through your ISP's network as far as the Vodafone gateway (VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net ) - you still won't reach the SS server.

[18monthstogo]

Hey mr fletcher,

Can you confirm for me that you're having the issue exactly as described on the thread title? And if so, would it be possible for you to try a speedcheck for me using broadbandspeedchecker?

Could you also open a command prompt and type 'pathping 212.183.133.181' and let me know if there is ANY packet loss over any of the hops taken?



Hey the robster,

Thanks for your post. The light sequence on your unit should be 1 & 2 on and light 4 flashing if your unit is downloading an update or a profile. Can you confirm for me that this is what you see?

If it's something different, then would you also be able to confirm for me the symptoms you're seeing?



Hi npb,

I've never seen only light 2 and 4 flashing before and this sequence isn't covered anywhere in any documentation I've seen. Can you clarify for me that there are absolutely no other lights on the unit flashing/solid?



Hi there Hammarton,

I can totally understand your frustration here, but if you're getting 100% packet loss then this indicates a problem with your ISP and I'd be inclined to advise you to contact them.

You could also try the speedchecker!



Hi AndrewH123,

Sorry to hear that you're too having problems. The light sequence you are describing indicates an NTP issue and I'll need for you to open the command prompt and type 'pathping 212.183.133.181' If there is any packet loss on any of the hops that amount to 10% or more, then you'll also need to contact your ISP.



Hi 18monthstogo,

Thanks for letting us know that you're too having problems. If you'd like to upload a copy of your pathping results, I'll be delighted to have a look to see what's going on.

Cheers all,

LeeH
eForum Team

YEEEEEEEEEEEEE HAAAAAAAAAAAAAAAAAAAAAAA.

Changed my original box at the store, plugged it in and it's 5 bar central over here. Let's hope it lasts as we are only 20 minutes in! Spent that time exchanging texts my wife sitting next to me - because we can!!!

Hahahahahha.

Moral is.....try a box change?

Touch wood.

[dandyant]

Hi

I am now on my 4th SS box (yes 4 boxes). I think Tech Support just give up on things to suggest so send a new box!

I have spoken to half the population of India too via Vodafone tech support yet I still have the same issues.

Sorry for the negative start to this post but tthis is driving me mad.

I have Belkin Router, Virgin 50M Broadband and all work fione.

The SS box once connected usually gets lights 1 and 2 ok then light 4 comes on BUT only stays on for between 10 mins and 4 hours then I have to constantly rebott - up to about 20 reboots per day.

I have had every different response from tech support and have tried every reboot, reset etc, etc - I feel now quite an expert on the SS box but alas it never works for long.

I am considering cancelling contraxct now as I purchased the SS with my new contcdat as coverage here without it is next to nothing.

Any help would be greatly received.

Thanks

Ant

[robinbrewerton]

Hey the robster,

Thanks for your post. The light sequence on your unit should be 1 & 2 on and light 4 flashing if your unit is downloading an update or a profile. Can you confirm for me that this is what you see?

If it's something different, then would you also be able to confirm for me the symptoms you're seeing?




LeeH
eForum Team

yes the light sequence is as you describe, it is however faulty (it's been over one week now doing the same thing...... not downloading I think) I have finaly convinced somebody at VF to replace it, now waiting for some sort of packaging to be sent, why an onsite swapp couldnt be arranged is beyond me. Vodafone customer service seem to be Vodafones own nemesis.

Robin

[George]

Hi guys,

18monthstogo, I'm pleased to hear that your issue is now resolved . If you do need any further assistance then please let me know.


DandyAnt, a very warm welcome to the eForum . This definitely sounds frustrating, I'm confident a solution can be found though. Can you please try a pathping to 212.183.133.181 using the instructions in my original post. This will show whether the failure happens before our servers or not. If it does then you'll need to contact your ISP. If not, then please contact us using the details in my original post.


the robster, hmmm, it definitely sounds like something is amiss . Your Sure Signal may well be faulty, however it's worth trying a factory reset first of all just in case it's just a case of the download being stuck. If that doesn't resolve it then keep us updated with the progress of your new Sure Signal.


George
eForum Team

[kingchillout]

First two lights on solid. Been like it most of the day.

Here we go again !

I'm not even going to bother fiddling around with router settings as every time the VSS has gone down it has been a Vodafone problem that they take days faffing around with before they even grow the balls to admit to.

[alexyeates]

Totally new to this forum but like many having problems.

Lights one and two come on then after about five minutes light 4 flashes a bit and then comes on and then bingo my HTC registers a 3G signal and the third light flashes.

BUT make a phone call and after about 20 seconds it drops the call and lights change to just the first one on. Then after a few seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.

BUT then all by itself goes back to light one only then after sew seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.

BUT after about 3 minutes all by itself goes back to light one only then after sew seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.

So follow all instructions in this thread. 5Mb download and 800kb upload and it says my line is suitable. pathping and it all works although a few milliseconds delays her and there. Reset, hard reset and still the same. Change the cable, try other sockets and still the same.

Help please

Thanks

[James]

Hey Guys,

I will pass this onto our day team to investiugate further for you as I currently don't have any sure signal support teams working at this time of night.

James
eForum Team

[Reidar]

Hi Kingchillout and thanks for your post

Pleas can you try the pathping command and copy / paste the full results here, we'd like to have a closer look:

pathping 212.183.133.181 (you may have to run as administrator, command prompt, via Start)


Drwhy, a big welcome to the eForum.


It sounds like you have gone through quite a bit of troubleshooting, your router seems fine, you're getting a full, although temporary, 3G signal, so the issue may well be that the device is faulty.


Reidar


eForum Team

[dandyant]

Hi

I've done the 'pathping' here's the results, does this mean anything?

Thanks

Ant

[philip42h]

Hi

I've done the 'pathping' here's the results, does this mean anything? ...

Well I suspect that it does, but I'd be interested to hear the authoritative view from VF.

What it says is this:

• 1% of your data packets get 'lost' at hop 4 - in the Virgin network - that's no big issue
• 99% of your data packets get 'lost' at hop 5 - in the Global Crossing network
• 100% of your data packets have been 'lost' before reaching hop 6 - in the Global Crossing network

So, none of the data being sent ever gets as far as the gateway into Vodafone ...

Clearly, all is well within the Virgin network itself but it rather looks as though that particular bridge between Virgin and Vodafone 'is down'.

[philip42h]

Oops, too late to edit my typo:

should read:

• 100% of your data packets have been 'lost' before reaching hop 6 - in the Global Crossing network

Which is the Vodafone gateway - VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx.net

I note also that hop 5 - - is in Amsterdam according to Visual Route 2010 Lite which, if true, might be another issue?

[Jam]

Just a quick question. When the Internet light is solid, does this mean that the port and everything else has been connected properly?