Vodafone Sure Signal

[philHull47]

Hi

My sure signal stopped working afer a power cut on Monday. I have tried resetting it for the last five days and it's still not working. Not sure if it just packed up as it is over two years old.

Serial number 21196750562

[Lee]

Hi philHull47,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Lee

[philHull47]

Hi

I have tried all the suggested things and re booted the router several times with no luck. The power light is the only one that is fashing on the sure siganal.

It has been working with the router for the last two years and I have made no changes to any setting so can't understand why it should stop working. Before the sure signal stopped working over the last couple of weeks it kept droping out but seem to reconect when it was switched on and off. I am begining to think that the sure signal is broken and thats why it can't reconnect.

The router I am using is a netgear DG834N

ISP Virgin

Sure Signal seral no 211967505620

[James · Accepted solution]

Hi philHull47,

Thanks for getting back to us here.

I have taken a look at your Sure Signal and can see that it has been flagged by our server for a re-sync.

I can confirm that this has been completed today, please can you let me know if you see any changes over the next couple of hours.

James

[philHull47]

Hi James

Sorry in the delay replying I have been working away for a couple of days.

I have done a reset of the Sure Signal and now I getting the following light sequence.

The frist three lights come on

Then light one and three goes out leaving light two on

Then Light two goes out and lights one and three come on

It is still not conecting

[philHull47]

hi Tim

Resetting it at you end seem to have sorted the problem out as it has reconnected over night.

Thanks for all your help in sorting the problem out.

[gilcoa]

Serial Number 21231542313:

I have read the troubleshooting guide and reset the box over 10 times over the past three weeks.  My ISP is easynet.  My Router is ASUS - DSL12U.  The box just sits there with the power light flashing.  Would you please investigate.

Thanks

[James]

Hi philHull47,

I’m pleased to see that your Sure signal is working again.

@ gilcoa, I have taken a look at the Sure Signal for you and can see that it is showing as active however the last time it connected to our server was 21/01/2012 at 04:58.

Looking at this for you I can see that Lee has re-synced your Sure Signal for you on 18/02/12 at 13:36.

Can you let me know if you are still having issues?

If yes, please can you let me know your external IP address, so we can make sure that this isn’t being blocked for you.

James

[mpdhogan]

my SureSignal has stopped working

It says it is active on the dashboard but none of the registered users in the office have a signal

all lights on the front are flashing

serial number 40111112955

handsets all I-Phone 4s

any help please?

Paul

---

philHull47 wrote:

Hi

My sure signal stopped working afer a power cut on Monday. I have tried resetting it for the last five days and it's still not working. Not sure if it just packed up as it is over two years old.

Serial number 21196750562

---

[Andy]

Hi mpdhogan,

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Andy

Moderator

[mpdhogan]

You redirected my direct problem as you said I had two thereads running fair enough; Sure signal stopped working

I've tried all the suggestions on the help page none of them work, what now?

Paul

[FelixDaHousecat]

tro help you get a quicker resolution I suspect the mods will ask for your VSS serial number.

also supply a speedtest

and reboot your router and reset it if necessary

FDH

[gilcoa]

External ip is 194.154.99.95

[Lee]

Hey guys,

Thanks for your posts. I'll answer each of you in turn:

@ mpdhogan - I've checked your VSS and can see it connected to our servers this morning at 03:19. Could you confirm if this is still an issue and provide the details FelixDaHousecat asked for?

A trace route test will also help. Details are at the bottom of my reply.

@ gilcoa - your IP is on the whitelist so this isn't the issue. Could you also perform a trace route test to help me diagnose and also click the link that FelixDaHousecat provided? Also it will be beneficial for you to factory reset the device.

VSS Traceroute command

• On a PC click on Start and select Run
• Type CMD into the Run box and hit enter/ok
• In the black box, type tracert 212.183.133.177 and press enter
• Paste the output of this command into your reply

VSS Factory Reset

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

Let me know how you get on guys,

Lee

[eleanorgoodman]

Hi,

My ISP  changed the IP range they are using in the last couple of weeks and the Vodafone Sure Signal hasn't worked since they changed the IP address on my router, from reading these forums I suspect the new range is not on your whie list as it worked perfectly before the change, the new IP address is 91.235.56.148.  The serial number of the Sure signal is 40113102376 .  Could you check this and advise what I need to do next please?

Eleanor

[Simon]

Hi eleanorgoodman

Thanks for your post with the IP address details. I've requested for the IP to be added to the whitelist. It's likely that this will be done on Monday. However we'll be on with an update as soon as we have a reply to confirm this has been done.

Thanks

Simon

[eleanorgoodman]

Many thanks for sorting this out so quickly - Sure Signal now up and working.

[Andy]

Hi eleanorgoodman,

Thanks for the update, it's great to hear your Sure Signal is now working correctly

If you have any questions in the future, you know where we are.

Thanks

Andy

Moderator

[gilcoa]

I am still having problems with my sure signal the external IP address is 194.154.99.95.

Kind Regards

gilcoa

[Lee]

Hey gilcoa,

Thanks for your post.

You've still not provided the information I requested on the 22nd February:

"Could you also perform a trace route test to help me diagnose and also click the link that FelixDaHousecat provided? Also it will be beneficial for you to factory reset the device.

VSS Traceroute command

• On a PC click on Start and select Run
• Type CMD into the Run box and hit enter/ok
• In the black box, type tracert 212.183.133.177 and press enter
• Paste the output of this command into your reply

We've also confirmed that your IP is on the whitelist so this isn't the issue.

Could you try the VSS in another location on a different connection?

Cheers,

Lee