Sure signal 3 not working

[RWaddell]

Hi,

I have a new Sure Signal 3, this was bought to replace another SS3 which died after 2 years of function will no problems.

I regitered it a week ago and despite 3 chat line discussions and a phone call I am no futher forward.

I have a solid red light and a flashing white "connecting" light.

It is connected to a BT Home Hub 5 - just the same as my old SS3 was.

[dfarman]

I have precisely the same problem with a brand new SS3. Tech Support keep telling me there's a problem affecting all SS users and that it will be fixed soon. I'm not sure I believe this, since very few other SS users seem to be complaining. Anyone know what's going on?

[Rahim]

@RWaddell @dfarman 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?

Please ensure to include your Sure Signal serial numbers when you reply. 

[ccaasjf]

@Rahim,

Cant believe tech support is still dishing out this drivel when they know there is a problem on there side.

Another one that needs firing!

[Carly]

@ccaasjf

I understand it's a frustrating experience for you. However, if you complete the steps @Rahim has posted we can look into this further for you.

[RWaddell]

SS3 serial number 42164450092

steady red light, flashing "connecting light, other two white lights not lit.

Ping 28ms

Download 7.92 Mbs

Upload 9.09 Mbs

IP address 31.53.24.193

IPV6  ffff:1f35:18c1

Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\robin waddell>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 6 ms 5 ms 9 ms bthub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 11 ms 9 ms 8 ms 217.41.216.93
5 15 ms 25 ms 48 ms 212.140.206.2
6 16 ms 16 ms 19 ms 213.120.162.65
7 20 ms 24 ms 20 ms 31.55.165.107
8 15 ms 16 ms 17 ms 109.159.250.52
9 28 ms 24 ms 30 ms core1-te0-12-0-4.ilford.ukcore.bt.net [109.159.250.133]
10 28 ms 28 ms 31 ms peer6-te0-9-0-5.telehouse.ukcore.bt.net [109.159.255.107]
11 25 ms 22 ms 22 ms 166-49-211-228.eu.bt.net [166.49.211.228]
12 24 ms 24 ms 23 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

C:\Users\robin waddell>

[dfarman]

I think the incompetence of the whole operation is neatly summed up by the Sure Signal registration procedure, which involves being sent a code via text messaging. If I could receive a bl**dy text message, I would not have needed to splash out £69 on a bl**dy Sure Signal device! I drove around my local area for half an hour in the hope of receiving that code, before admitting defeat and throwing myself upon the mercy of a young lady on the other side of the world, who said that she could register the device for me: whether this has actually happened is not altogether clear, however!

I am now over halfway through my first month with Vodafone, and have yet to be able to make or receive a single call, or send or receive a single text message, in an area shown on the network coverage map as having adequate 3G and good 4G coverage. At least EE, my previous provider, had the good grace to provide their equivalent of a Sure Signal device free of charge, even if it proved less than totally reliable. Perhaps it's already time to try yet another provider..

[shoddybusiness]

I've got exactly the same problem.

I replaced old iPhone 5 with iPhone 6 & tried to change registry on suresignal. Old blackberry still worked, but new iPhone 6 didn't. And still doesn't. I've spent MANY hours on LIVECHAT with no explanation. I even bought a new suresignal and that doesn't work either. It just flashes "setting up" or "can't access Vodafone". Also, website won't allow new users to be added.

Feedback is wholly unacceptable.

The solution, of course, is to provide a better signal. BTW, I live in central London.

Old serial no. 21196953414 . New serial no. 42164450118

[dfarman]

P.S. Latest advice from Tech Support is that they hope to resolve the problem within 72 hours; the previous three estimates were each 24 hours, so their own confidence that anyone really understands the problem is clearly not that great. In the meantime, a factory reset was suggested (always a good ploy when you haven't a clue): needless to say, no change - red light steady, first white light flashing slowly (as if has been for the past 4 days).

We have the technology; if only we understood it!

[RWaddell]

This really is Vodaphones customer service at its very worse.

Since last tuesday I have had 3 online chats - each taking over and hour, 3 phone discussions and the "advice" from customer support on this forum and (like many others) am still left with no signal.

Don't even mention the ridiculous serurity system that sends text code to customers that can't get texts........................

I had been swithering about what to do when my contract is up and had decided to stay with Vodaphone as my work phone is with them and also benifits from the sure signal (well it would if it worked). However after this latest fiasco i'll soon be gone for good.