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Solution

Sure Signal v1 Not Worked since Outage

SallyWaltham
2: Seeker
2: Seeker

My Secure System v1 has not worked since the outage in early October. I have followed the instructions in the Troubleshooting Guide without success. I have also replaced the power cable and then performed a rest, again without success
Below are the details you request to investigate the issue further:

Sure signal serial no.: 21196762872

Light sequence: Lights 1,2 &4 solid green, light 3 no lit
IP Address: 86.170.71.95
Speed Test: Download: 6.71
Upload: 0.37
Ping Test: 65ms
VSS Traceroute command:
1 1 ms 1 ms 3 ms BThomehub.home [192.168.1.254]
2 27 ms 29 ms 27 ms esr4.miltonkeynes3.broadband.bt.net [217.47.74.1
43]
3 27 ms 27 ms 28 ms 217.47.74.30
4 32 ms 31 ms 32 ms 213.1.69.110
5 34 ms 33 ms 33 ms 31.55.164.103
6 31 ms 30 ms 30 ms 31.55.164.195
7 35 ms 33 ms 35 ms 31.55.164.109
8 31 ms 31 ms 35 ms acc2-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.
248.242]
9 41 ms 38 ms 38 ms core1-te0-13-0-17.ilford.ukcore.bt.net [109.159.
248.172]
10 42 ms 52 ms 36 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
11 38 ms 39 ms 38 ms lndgw2.arcor-ip.net [195.66.224.124]
12 37 ms 41 ms 36 ms 85.205.0.86
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.

 

Please can you investigate this asap as I am reliant on the Sure Signal for phone service in a rural area

 

Thanks

 

Sally

 

6 REPLIES 6

Retired-Kay
Moderator (Retired)
Moderator (Retired)

Hi SallyWaltham, 

 

Your Sure Signal is running an old firmware version which could be causing these issues. 

 

I've had a new version sent to you today. Please don't unplug or reset your Sure Signal for at least 24 hours.

 

After this time, you'll need to reboot your phones by turning them off and back on. 

 

Let me know if there is anything else I can help with. 

 

Kay

Thanks Kay. will not be touching SS until Friday so fingers crossed!

 

Sally

Hi

 

SS still not working. Left untouched for over 24 hours as requested by Vodafone, then reset SS and rebooted phones. No difference - not working - please advise on next steps as soon as possible. Does firmware need resending?

 

Sally

I have had the same problem for the last 5 or so days. Sure signal not working light one is solid, light 2 goes solid for a while too, then light 2 flashes whilst 1 is solid. Then  it goes solid  light 1 and lights 2 and 4 flash. This just cycles. Tried a trace route to vodaphone sure signal and it also times out at  85.205.0.86. The same occurs at on a friends internet with a different internet service provider. So this appears to be a Vodafone error.

 

I have done a full reset as well and it has stayed with the same error.

 

This was a noted error on Vodafone's side at the beginning of October 2014 and it seems to be re-occurring.

 

Please confirm this error is Vodafone's and not mine.

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi folks,

 

Sally - The firmware is showing as the old version still. I've spoken to a technician and they've resent it again. Please ensure your Sure Signal remains connected to your router and the power supply until at least 4:40pm tomorrow.

 

@AndroidFamily - 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

Ben



Thanks. SS now working and has been since your message yesterday

Pleased that this is the case but totally dissatisfied with the process of rectifying the problem. Vodafone clearly caused the problem and has failed to put in place a fit for purpose method of dealing with it

There is no sense of customer service though equally I feel for the forum staff being placed in this situation by poor management

Ss is used by those for who, to date, have had little alternative. I, along with many others posting on here, will be seeking an alternative provider when my contract is up

Sally