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Sure signal problem

amysmith23
3: Seeker
3: Seeker
Hi,

My sure signal 1 has stopped working, for 2 weeks now. All 3 lights are on but when I Make/receive calls the third light does not come on and I have limited signal in my house.
I have tried resetting it as per your troubleshooting help, but it still does not work.

Please could you try and re set your end and check everything is working.
Serial number: 21197178656
IP address: 82.35.76.255
Net gear super hub 2 (virgin media)

Many thanks
Amy
5 REPLIES 5

amysmith23
3: Seeker
3: Seeker
Please can I get a response from the Vodafone team to help resolve this problem???

Phil
Community Manager (Retired)
Community Manager (Retired)

Hi @amysmith23

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.

The results of a traceroute.

 

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

Phil

Hi Phil,

 

I have tried all the troubleshooting pages many times.

 

Here are results below:

 

Download: 58.14Mbps

Ping 10 ms

 

Traceroute below:

 

racing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
ver a maximum of 30 hops:

 1     2 ms     1 ms     1 ms  routerlogin.net [192.168.0.1]
 2    12 ms    12 ms    23 ms  cpc64958-brom9-2-0-gw.16-1.cable.virginm.net [82
35.76.1]
 3    10 ms    10 ms     9 ms  wolv-core-2a-ae7-609.network.virginmedia.net [80
3.159.109]
 4    14 ms    25 ms    15 ms  manc-bb-1c-ae12-0.network.virginmedia.net [213.1
5.159.141]
 5     *        *        *     Request timed out.
 6     *        *        *     Request timed out.
 7    15 ms    16 ms    12 ms  brhm-bb-1c-ae0-0.network.virginmedia.net [62.254
42.110]
 8    17 ms    18 ms    26 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
15.210]
 9    20 ms    26 ms    18 ms  ldngw1.arcor-ip.net [195.66.224.209]
10    21 ms    18 ms    20 ms  85.205.0.86
11     *        *        *     Request timed out.
12     *        *        *     Request timed out.
13     *        *        *     Request timed out.
14     *        *        *     Request timed out.
15     *        *        *     Request timed out.
16     *

 

I look forward to your response.

NB - The last time this happened the vodafone tech team sent up to date software and the suresignal worked again.

 

Many thanks

 

 

 

 

 

 

 

 

 

 

 

Hi @amysmith23

 

We've sent the latest software update to your device, this could take up to 6 hours to activate.

 

If this doesn't rectify the issue, please process a hard reset on both your handset and Sure Signal device.

 

Thanks,

 

Rodney 

amysmith23
3: Seeker
3: Seeker
Has the above been looked at Vodafone??

Many thanks