Sure Signal not working

[henerz]

I have the latest sure signal device and a BT home hub. At first the sure signal wasn't connecting at all. After spending ages fiddling around with the home hub specific settings suggested I now have all lights on except the 'in service' light and the thing isn't working. None of the troubleshooting light sequences applied to me, nor did they at any point in the process of getting this far.

What is wrong please?

[Retired-Andy]

Hi henerz,

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

Andrew

[123xlee]

Don`t waste your time doing the above, first try switching your network on your handset to wmcda only, do not have it set on auto!

I had exactly the same issue and this sorted my problem out. Vodafone for some reason won`t tell you to do this but it is the only remedy I have found. You will need to switch it back to auto every time you leave the house though or you may suffer with signal out and about.

[henerz]

As I said, none of the light sequences in the troubleshooting thread are relevant.

Speed: Ping 36ms, down 23.31mb, up 13.11mb

Ping: Ping 17ms, packet loss 0, jitter 2ms

IP: 86.164.0.184

Serial: 40131164978

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

1 5 ms 1 ms 1 ms BTHomeHub.home [192.168.1.254]
2 10 ms 5 ms 4 ms 217.32.142.4
3 5 ms 6 ms 5 ms 217.32.142.30
4 6 ms 5 ms 5 ms 213.120.163.86
5 6 ms 6 ms 8 ms 31.55.165.215
6 6 ms 5 ms 6 ms 31.55.165.109
7 52 ms 6 ms 5 ms 109.159.250.236
8 22 ms 20 ms 14 ms core2-te0-13-0-0.ealing.ukcore.bt.net [109.159.2
50.139]
9 16 ms 16 ms 20 ms peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
10 20 ms 20 ms 37 ms lndgw2.arcor-ip.net [195.66.224.124]
11 15 ms 15 ms 16 ms 85.205.116.2
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.

[henerz]

Anyone?

[Retired-PaulE]

Hi henerz, 

All the info you posted looks spot on, but your Sure Signal hasn't updated with us for the last 10 days.

I've forced a resynch through for you now, please restart your Sure Signal and let me know how you get on.

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

Paul

[henerz]

Hi, Thanks. I'm now wondering if the device is faulty; I held the reset button for a while but nothing happened. So I unplugged it, waited a few seconds, then plugged in back in. It's now been plugged back in for an hour or so but no lights are coming on at all. This did happen a while ago (although its never actually worked) when I just left it unplugged for a few hours after which it sprung back to some life.

[Sukhi]

Hi henerz

It could be faulty, are you able to test it at a different location? Maybe round a friend’s house?

Tom1968 - Sounds like you're having the same problem, could you do the same?

Thanks

Sukhi

[Tom1968]

Hi I have 2 of the 9361 v2 suresignals both with the same problem. red power light stays on  but other lights keep flashing ,I  let them flash for a week as i was not in the house but still the same. At 13.00 I rang tech support today and was told all looked good on their end I was asked to do a reset which i did, no luck the tech agent was to ring back but didnt, two hours ago I did another reset this time both light flashed for about 15 minutes then went solid for about 10 seconds and knocked off but came back on and are now still flashing I will leave it on for the night but dont have faith it will work. any ideas.

Thanks Tom