Sure signal issue

[westnj]

Hi

I've got a Sure Signal issue, which I'm looking for help with, please.

I've had the v2 box for a while and whilst it has never been consistently good, it has generally worked to provide a reliable signal most of the time. Recently, however, it gives mostly one dot of signal at most. I've reset it multiple times, completely reset the network multiple times, followed all the user community tips and tricks and still nothing. 

I don't have another Vodafone that I can add to the account, in order to make it the admin, then remove and re-add my own phone number, so should I try to de-register and then re-register it? Can that be done?

Thanks for your help

Nick

Thanks, Nick

[BandOfBrothers]

Hi,

Please check through Vodafone-Sure-Signal-troubleshooting.

There is an option 'issue not listed' where you can run a trace and post that here for the Tech Team to look over. 

Also My-sure-signal-has-stopped-working-what-should-I-do.

May I ask if you've tried a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. Even if lights / power are showing. They are available on eBay for around £10.

From member cineriv "But firstly, have a look around for a suitable unit with a 12 Volt output @ around 1.5Amp capacity that you could 'borrow' to prove the fault. Suitable units can be found on external hard drives, monitors, printers, routers etc.etc."

[westnj]

Hi bandofbrothers, thanks for the reply and suggestion. Have tried a different power source, but no change. Same issue.

Following the advice in the troubleshooting thread, I have also done a traceroute - see results below - I hope someone could take a look for me?

Serial number:  40123518280

traceroute: traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthub (192.168.1.254)  3.151 ms  7.131 ms  1.744 ms

 2  * * *

 3  31.55.187.197 (31.55.187.197)  591.307 ms  414.875 ms *

 4  31.55.187.236 (31.55.187.236)  722.346 ms  921.377 ms  415.852 ms

 5  core1-hu0-9-0-0.southbank.ukcore.bt.net (195.99.127.164)  7.872 ms

    core1-hu0-19-0-1.southbank.ukcore.bt.net (195.99.127.166)  7.781 ms

    core1-hu0-8-0-5.southbank.ukcore.bt.net (195.99.127.178)  7.586 ms

 6  62.172.103.193 (62.172.103.193)  8.008 ms  10.223 ms  7.842 ms

 7  195.66.224.209 (195.66.224.209)  11.788 ms  11.495 ms  8.630 ms

 8  85.205.0.93 (85.205.0.93)  10.017 ms  9.158 ms  8.923 ms

 9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

31  * * *

32  * * *

33  * * *

34  * * *

35  * * *

36  * * *

37  * * *

38  * * *

39  * * *

40  * * *

41  * * *

42  * * *

43  * * *

44  * * *

45  * * *

46  * * *

47  * * *

48  * * *

49  *traceroute: sendto: Network is down

[BandOfBrothers]

You're welcome and I wish you all the best. 

[Retired-Charles]

@westnj - There's been an issue with certain ISP's which we put in a statement.

That should all be cleared now, however looking at your traceroute, 3 and 4 are looking very high.

I'd recommend contacting your ISP and asking them to carry out checks on your line.

[westnj]

@charles can you please expand a little - it's nit the easiest thing to get through to BTs team. Do you have a contact I could email/speak to who would know the context? Also, what specifically should I tell them?

[Retired-Charles]

@westnj - When you speak with your ISP, just literally say that you're having issues with your Vodafone Sure Signal and the traceroute is showing some performance issues. They will then run there own checks while you're on the phone with them.

On your traceroute, parts 3 and 4 are showing high numbers, these should be low (like the others). This shows possible issues.

Let us know how you get on.

[westnj]

@charles, BT refuses to help me. Apparently, their technical helpdesk "isn't trained to deal with such issues". Any further thoughts?

[Retired-Charles]

@westnj - That's frustrating to hear. I'd contact them again and request they complete a line check for performance related issues.

[westnj]

@charles, could I please ask you to advise. I spoke to Vodafone's sure signal support line this morning. Their diagnosis is that my phone (an iphone 5c) is connecting to a 4G frequency but the Sure Signal only supports 3G, which is why I can't get a boosted signal. Their advice is that I manually change the settings on the phone to 3G (via Settings/Mobile data/Mobile daa options/Voice & Data) when I want to make calls. Being on 3G does indeed give a full signal. But this is an unsustainable solution - the device automatically resets itself to 4G frequently and therefore when receiving incoming calls over which there is no control on timing, the coverage is still poor.

This is now becoming beyond frustrating - I have spent hours this week on the phone and forums to Vodafone. You are the only person who has admitted that there is an issue with Vodafone Sure Signal and BT Broadband - everyone else has denied it. And the solution that has been proposed to me, which seemed to satisfy your tech support colleague is not a long term workable one for me. Please can you advise what I should do next - if there isn't a resolution available, I would like to terminate the contract and move to a different network which works perfectly in my house without the need for a signal booster.