Sure signal still not working!

[MarkMil]

Eight days now since my sure signal went off and despite vodafone saying they've resolved the problem problem I still have a box of flashing lights that is neither use nor ornament.

I have posted tracert results previously but no one from vodafone has had the decency to reply. Is there anyone out there in Vodafone that can help?????????

At the moment we've three phones that we can't use at home due to the complete lack of even a 2G signal.

[Retired-Matt_Vo]

Hi

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.

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.

Thanks

Matt
Moderator

[MarkMil]

Hi Matt

Results as follows:

Speedtest download 45.48mb, upload 13.29

Pingtest 43ms jitter 3ms server in coventry

External IP address   109.148.13.37

Tracert results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Mark>tracert 212.183.133.177

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

  1     4 ms     2 ms     4 ms  BThomehub.home [192.168.1.254]
  2     8 ms     9 ms     9 ms  217.32.145.3
  3     9 ms    11 ms     9 ms  217.32.145.46
  4    13 ms    13 ms    13 ms  213.120.181.182
  5    13 ms    13 ms    13 ms  217.41.169.241
  6    13 ms    14 ms    14 ms  217.41.169.109
  7    13 ms    21 ms    14 ms  acc2-xe-2-1-2.sf.21cn-ipp.bt.net [109.159.255.22
5]
  8    26 ms    28 ms    21 ms  core2-te-0-4-0-16.ilford.ukcore.bt.net [109.159.
251.47]
  9    22 ms    22 ms    24 ms  peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.2
54.136]
 10    25 ms    25 ms    24 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    23 ms    22 ms    22 ms  85.205.0.93
 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.

Sure signal serial number 21818505634

Could you please resolve this asap, as both my wife and I are self employed and rely on our phones for business use and since a week on friday have not been able to make/receive calls or texts at home. It is totally unacceptable for a service such as this to be down for such a length of time in this day and age considering that WE are paying customers and continue to pay line rental etc but cannot use the service..... Rant over.

Thanks

Mark

[Retired-Matt_B]

Hi MarkMil,

Could you please also let us know the light sequence that you're seeing?

Your Sure Signal connected to our servers overnight, but I can see it's not running correctly.

Thanks,

Matt B

[MarkMil]

Hi Matt

I've had allsorts of different light sequences.

At the moment the top light is on the second is flashing at approx two second intervals.

Last night the top light and the second where on continuosly and the bottom one was flashing.

Over the last few days I've seen all four flashing in sequence. Also the following sequence:

Top and third light lit,then off and second light on.

Mark

[Ben_H]

Hi folks,

@MarkMil - Thanks for confirming.

It looks like your Sure Signal is failing to set up again after last weeks outage. Looking at your ISP, you would have been affected. The quickest way to sort it is to:

● Change your postcode on the Sure Signal dashboard to ST1 5GP.
● Give it fifteen minutes before swapping it back to your home one.
● Reset your router first, then your Sure Signal.
● Give it an hour to set up then turn your phones off and on again. 


@Kendo70 - I've replied to your duplicate post here.

Cheers,

Ben

[MarkMil]

Hi Ben

I've tried the reset procedure three times  that you described yesterday and still nothing...... Just a box of flashing lights and no phone signal!

Having read other posts it would seem that your service outage has caused a number Version 1 boxes to die. I think mine could be another victim. As I own this box and Vodafone's problems have damaged it, I would like to know when you are going to replace it at your cost? A number of other customers on this forum have been told by customer service that they will have their boxes replaced FOC.

Could you ask someone to contact me asap as at present I've had no usable phone signal at home for 14 days.

Mark

[MarkMil]

16 Days in and still my sure signal not working and now complete silence from the "tech" people!!!!

We're not customers, just cash cows here to be bled dry by Vodafone and not receive any useful service in return for our money.

Will someone from Vodafone please resolve this issue! Do't fob me off with tracert's, resets etc ....... Benn there done that and could now write a book on it. Your outage has damaged my sure signal and I need this resolved to my satisfaction and at no cost to myself ASAP.

Please contact me, stop ignoring your customers......... The people who pay your wages.

[Gemma]

Hi MarkMil,

Your Sure Signal updated on the network at 3.21am today.

Is everything ok now?

Thanks,

Gemma

[MarkMil]

Hi Gemma

Still nothing..... Just a box of flashing lights. I have'nt been able to use this since 26th Sept and am now completely fed up with this. At present the top light is on and the second is flashing.

Could you arrange for a replacement to be sent out asap as I paid for this equipment, which your systems have obviously damaged as a aresult of yoru service failure and through no fault of mine.