Vodafone Sure Signal

[Robster2007]

Hi

My serial number is:-

40121032714

Robin

[ernie29]

James,

My first post (the first in this thread), gave my information. My Netgear router (WNDR4500). My Sure Signal box is a Alcatel-Lucient 9361 Home Cell (serial number 40114655091). My ISP is Virgin Media. I gave this information on 11-03-12.

If you were me, would you be happy that you were bring asked for information you had provided over 7 weeks ago? Is seven weeks not enough to work out what my problem might be?

Sorry if this comes across as me being a little peeved, but seriously, 7 weeks and no resolution is not great service.

[algev1]

Hi ernie29

I agree, seven weeks is getting beyond frustrating. My replacement unit hasn't dropped out once since 18th April and so I think i can say that the issue has been resolved, but only for me. The problem has surely got to be with the box but looking at some of the other posts then maybe I was lucky in getting a box (with possibly sufficiently different characteristics) that works first time and keeps on working. If the issue isn't related to a specific batch then all I could suggest in the absence of a root cause solution from the tech guys is to keep trying different repllacement units until you get one that works with your setup. Again, I might have been lucky, but if I can get a box that works with my setup (which hasn't changed) then maybe you could strike lucky also. Not the best way to get rid of a problem but it might just work. Also agree with your comments about having to repeat the same info time after time; I'm sure the tech guys read the thread; having to repeat the info though just makes it appear that they don't or can't be bothered to re-read what's gone before. Almost as frustrating as the issue of the unit dropping out. Getting a replacement box is quite painless - agree a delivery date (I was offered next day) and swap over the bare unit (minus stand and other bits and pieces) with the courier guy and plug in the new unit and test. It must be costing Vodafone a fortune to do this but at least they're willing to try to make good whilst not having known cause/solution. Might be worth a try.

[James]

Hi Guys,

Thanks for the update here.

I have added the appropriate serial numbers to the investigation.

James

[newbuilder]

Every 3 days or so I have to power down the SS and switch it on again.  This is due to all lights except the red power light going off. As soon as it is powered up the connection is established and all is well.

Is there a "sleep" time or a VPN reconnection every 3 days that is not happening?

[newbuilder]

Serial no: 40120540758

[Simon]

Hi newbuilder

Thanks for your post. There isn't any kind of sleep or standby mode on the device so there shouldn't be a reason to keep rebooting the device just to power it up.

I've performed a resync to see if this makes a difference. If you could just perform a factory reset as below to complete the process that would be great?

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

If you still encounter the same problems after a few days please let us know.

Thanks

Simon

[affican]

Have registered sure signal box which will work for about 36 hours before cutting out. It resets fine but this is a monotonous process. Whilst Sure signal box is working our broadband connection to main Mac PC does not work. the wireless router remains unaffected.The Modem is Netgear supplied by Virgin about 8 months ago.

Getting frustrated with the whole thing now. Please help

Affican

[ernie29]

Simon,
I have had several days of stability fith the VSS. I havent reset the device (although I did try this many times at the beginning of this process...). I will hold off resetting unless I see a drop out again. I will update the thread in a few days.

[James]

Hi affican,

Thanks for your post here and welcome to the Vodafone eForum from all of the team.

If you do a Factory reset on the Sure Signal does this resolve the issue and allow it to reconnect?

If yes, but this happens again please can you let me know the Sure Signal serial number and your ISP so we can add your details to the investigation.

VSS Factory Reset

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

@ ernie29, please keep us updated on how you get on.

James   

[Robster2007]

Hi All

I just wanted to update from my last post.

I think my new SureSignal may have had a hiccup but it has now been p and conected for nearly 2 weeks solid without dropping the link once.

So right now I am happy that the device swop has fixed my particular problem!

There is light at the end of the tunnel.

Robin

[ernie29]

Had another problem yesterday 10/5/12 and had to power cycle, but this was the first ime in about a week. Will reset the VSS (as per James request) if this happens again.

[newbuilder]

Had a drop out yesterday and needed to powercycle to get the signal back on again.

[newbuilder]

Another drop out yesterday.

[ernie29]

Interesting update. My VSS is still working (up for 4 days now :-) ). Got two texts from Vodafone saying that they think the box has been moved (I wonder if that is because the Virgin Media network in my area crashed on Friday and we had no internet for a few hours.. mybe i have a new ip address allocated by Virgin?). Anyway, the texts said I should confirm my address by loging onto the web site..... sadly, the Sure Works part of the web site is down.. "Error invoking portlet "VAPGatewayController"". Hey, ho... will try again tomorrow.

[ernie29]

Tried to update the Sure Signal part of the Vodafone web site today.... unavailable - under construction......

[newbuilder]

And again, woke up to find th eSS was red power light only.

Seems to have gone quiet on the Help team support, may be because they know that there is a problem with the full set up at their end.

[Robster2007]

Hi

Something for anyone having this problem to check.

I have suffered from the same problem everyone on this thread is having, although thankfully I think I am now on week three without a single drop out!

I think the replacement SureSignal fixed the underlying problem BUT, there was one thing I have noticed with SureSignal.

If my Router is rebooted for any reaason, the SureSignal seems unable to reaquire connection to Vodafone and will sit at the red light until I pull its power and recycle the SureSignal itself.

I noticed this first becasue I was having DHCP issues and kept having to reboot the Router, SureSignal always had a problem.

Also, my Router was set to reboot once a week, SureSignal ALWAYS failed to red light at this time.

I have now stopped the Router rebooting and not had to reboot it in the last three weeks and guess what, the SureSignal is working perfectly.

I wonder how many people suffering this issue are on BT Broadband and are getting updates forced to their router overnight and a forced start.

It could be worth checking on your router its up time/connection time and seeing if there is any relation to the SureSignal dropping off line?

Just a thought and hope this info might be of help.

Robin 

PS With my original SureSiganl it woudl also drop out during the day, so I defintly had a problomatic SureSignal as well but th eonly time the new one failed was when the Router rebooted overnight.  Just FYI

[Wayne]

Hi ernie29 and newbuilder

Thanks for both of your posts here. I’m sorry to hear that you are both still having this issue.

So that we can sort this out for you I’ll send you a private message with information on how to contact us directly.

You can find your PM inbox here

Thanks

Wayne

[ernie29]

ok. I have followed the instructions in the private message. I have also managed to access the Vodafone web site to confirm my postcode hasnt changed. The good news is that my VSS box has now lasted nearly a week without dropping the signal. Nothing has changed at my end........