Sure signal problem

[MarkMacB]

Hi,

I am having a problem with my V3 sure signal. We had it connected for several weeks without issue but a few weeks ago it started playing up.

It is showing the power light flashing and the globe/arrow icon showing solid yellow and judging from Vodafones set up guide this is an issue connecting with the Vodafone system.

I tried de-registering the sure signal and re-registering it, I managed to do this but am now unable to add any other users as there is a "Vodafone Problem".

Can someone assist me with my device?

Device Serial Number: 43162261382

Regards

Mark

[Retired-EricChe]

@MarkMacB

Thanks for getting in touch with us.

So that we can get your the quickest possible resolution, please provide us with the following details;

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

[MarkMacB]

Hi @EricChester,

please see below as requested.

Your speed test results: 0.93Mbps

Your ping test results: 165ms

Your external IP address: 213.123.4.55

The results of traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     6 ms     2 ms     2 ms  BTHomeHub.home [192.168.1.254]
  2    45 ms    43 ms    43 ms  217.32.95.186
  3   139 ms   177 ms   167 ms  217.32.95.161
  4    77 ms    48 ms    56 ms  213.1.69.186
  5    51 ms    70 ms    50 ms  213.120.162.65
  6  1760 ms   374 ms    53 ms  31.55.165.107
  7    55 ms    52 ms    94 ms  acc1-10GigE-7-2-0.mr.21cn-ipp.bt.net [109.159.250.96]
  8    60 ms    67 ms    84 ms  core1-te0-3-0-13.ilford.ukcore.bt.net [109.159.250.152]
  9   133 ms    62 ms    61 ms  peer6-te0-0-0-12.telehouse.ukcore.bt.net [109.159.254.126]
 10    65 ms    60 ms    61 ms  t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
 11    64 ms    66 ms    60 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 12     *        *        *     Request timed out.
 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\Mark>

Your Sure Signal serial number: 43162261382

[Retired-EricChe]

@MarkMacB

Thanks for getting back to us with the details we requested.

 I've performed a re-sync on your Sure Signal today.

Please leave the Sure Signal for 6 hours, and then complete the process by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

[MarkMacB]

Hi,

I am having the same problem (power light flashing & light next to it solid orange). Our Sure Signal is only a few months old, having been purchased directly from Vodafone. This is not our first one (No. 4 I think), we are in a black spot so this is required. Can Vodafone do something about this as our one has been like this for weeks and I am close to cancelling everything with Vodafone and going with EE (they have a similar device to Vodafones Sure Signal), surely EE can't be any worse?

Serial Number: 43162261382

Mark

[MarkMacB]

@EricChester

Tried that thanks. Did exactly what you said then went back to the power LED flashing and the globe/arrow symbol solid orange.

What can be done next?

[Rahim]

@MarkMacB We've escalated your issue to our Service Desk team to be resolved. 

As soon as the issue is resolved from our end, your Vodafone Sure Signal will automatically start working. 

Please note, you won't need to reset the device itself or your phone for it to work. 

[MarkMacB]

Hi @rahim,

I have been away for a week and only been able to work with this today, the power light has been solid and the white light flashing for many hours. I am keeping my fingers crossed that this is the problem resolved.

Also i have been trying to add family members to my sure signal but it is not allowing me to do so.

Can you help with this, i have not been able to add family members for weeks.

Thanks

[Retired-EricChe]

@MarkMacB

The light sequence you've described usually means the Sure Signal is configuring. This can take upto 6 hours to complete.

After this time, you should be able to add other numbers to the device. If the issue persists, please let us know and we'll look further into this for you.

[MarkMacB]

Hi @EricChester

The light sequence has been the same for 24hrs meaning we still have no signal.

Any help would be appreciated.

Thanks
Mark