Sure signal problem

[bnewall]

The issue you’re experiencing:

What light sequence you're seeing: none

Your speed test results from here. 15.71 mbps download & 2.01 ,bps upload

Your external IP address from here. 82.69.126.190

Your Sure Signal serial number: 42143531145

The results of a traceroute.

Microsoft Windows [Version 6.1.7601]

C:\Users\bnewall>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    15 ms     4 ms     3 ms  192.168.1.1
  2    12 ms    12 ms    12 ms  losubs.subs.bng1.th-lon.zen.net.uk [62.3.80.17]

  3    19 ms    11 ms    14 ms  ae1-177.cr2.th-lon.zen.net.uk [62.3.80.38]
  4    21 ms    16 ms    17 ms  xe-8-2-2.lon10.ip4.gtt.net [77.67.66.225]
  5    13 ms    12 ms    12 ms  xe-2-0-1.lon11.ip4.gtt.net [89.149.185.225]
  6    14 ms    12 ms    15 ms  ae9-xcr1.lns.cw.net [195.2.22.217]
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

[DaveCD]

@bnewall,

If there's no lights showing, please check the SureSignal is connected with the power supply.

If it is, you may need to test a different power supply.

If this fails to bring the SureSignal to life, you'll need to purchase a new one.

[bnewall]

Hi Dave

I have tried a few other power outlets unfortunately all with the same result.

[DaveCD]

@bnewall,

Unfortunately, it sounds as though the SureSignal is no more.

If it's under warranty, you can arrange a repair in your local store.

If it's outside of the 24 months manufacturers warranty, you'll need to purchase a new one.

[bnewall]

@DaveCD

Thanks for the reply, it looks like i am just withing the 2 years warranty - I registered it at end of Oct 14.

Do you know how long it can take to get repaired?

[DaveCD]

@bnewall,

We aim to have all our repairs resolved within five days.

Pop into your local store and they'll be able to arrange this for you.

[gsmsecure]

Hi bnewall...

With regards to your SureSignal and assuming it is a Version 3 with the pass through socket on the front?

You suggested that the SureSignal failed after a power failure?

Are you aware that if the power failed due to a circuit breaker or fuse on the same circuit that the SureSignal was plugged into tripping, then it is more than likely the SureSignal itself that tripped the mains supply when it failed as they have done with many others.

Please take a moment to look at my post below:

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Suresignal-V3-Overheated-Hot-Burnt-out-amp-Dead-...

This has been a issues with these devices burning out since 2013 and both Trading Standards and the BBC need to be informed regardless of whether you have had a replacement under warranty or not due to the damage inside the device should you open it up where you will find extensive burning of the internal components.

Vodafone Tech are fully aware of the and SHOULD NOT be advising anything other than immediately removing the device from the socket should there be any suspicion that there is no lights (internal power failure).

------------------------

BBC Watchdog program, please contact them via the following webpage (email address on the page) and let them know in order for investigation.

https://ssl.bbc.co.uk/programmes/b006mg74/contact

When contacting BBC's Watchdog please use the follwoing format:

Subject: Vodafone SureSignal failure

Content: Briefly explain what happened when the unit failed, whether there were any effects such as mains tripping during the failure, what Vodafone have suggested and advised on the on the phone and what has been done to resolve the issue as well as the level of service you have been offered.

Trading Standards are also involved and again and should be informed on 0345 4040506 where you will get through to Consumer Direct. When you speak to them, inform them that West Berkshire Trading Standards have a file open on this device and are collecting details of failed units and you want to add your details to this list.

If you have had to pay for a new unit, this is not the case as Vodafone agreed with Trading Standards that all units showing a problem with power supply (no lights) will be replaced regardless of warranty status and they are not fully honouring this promise.

There is an issue of these devices burning out as you will read in my posting I put a link to earler.

PLEASE ENSURE you contact both the BBC and Trading Standards as it is important for investigation that they are made aware.

If you have been advised to run tests or try other power sockets where you have made it clear or suggested that all the lights are out, please ensure Trading Standards are aware this advice was given as it is dangerous to leave the device plugged in or tested in such a state.

The device you have cannot be economically be repaired and needs to be replaced with a new one.