Version 3 In Service off. Tried everything, not working. Tech team please get in touch

[maradadirose]

Hello

V3 - Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange

I have now had this for 10 days and nothing I do has made it work.

My internet provider says all ports are open

I have confirmed with Vodaphone that registration is complete

I have rung Vodaphone - they said they reset it and to wait an hour and it would work - it didn't.

They then suggested I reboot it and wait 6 hours - that did not work either.

I am running out of patience

Our signal is atrocious and the sure signal, which costs £100 also doesn't work.

[Sukhi]

Hi @maradadirose

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

Sukhi

[maradadirose]

Hi

Speed test results 16.76 Mbps

Ping test results 52 Ms

Upload Speed 0.26 Mbps

External IP address 62.172.164.186

The results of a traceroute. I don't have a PC, I have a Mac  so have run my own trace route to vodaphone.co.uk, result as follows:

traceroute to vodaphone.co.uk (185.26.230.129), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  0.973 ms  0.722 ms  0.659 ms

Your Sure Signal serial number: 42150216952

The Sure Signal is now showing lights as follows:

Red light steady

First light on

Second light on

Third light off

From this I assume I have an internet connection on the SS but the SS is not connecting to my phone?

I would be grateful for your urgent help

Thanks

[maradadirose]

Further to the last message, I have double checked with my ISP provider that all is correct according to your suggestions as their reply is as follows:

Thank you for speaking with me today. As discussed, I have gone through the devices in the Network which responsible for providing you with a service and I’m unable to ascertain as to why you are having difficulty with our Vodafone Sure Signal.

As mentioned previously, I know of other customers on our Network that are using the Sure Signal box without problem and I have compared their connection to yours and I see no irregularities or faults. I have now spoken with two of our customers who are using the Sure Signal system and they are not experiencing a fault so I’m unable to explain why you are having such difficulties.

I can confirm that no Ports are closed and that your speed and latency are well within the Sure Signal Requirements.

I hope this helps

[Retired-Matt_B]

Hi @maradadirose,

We've pushed an update out to your Sure Signal.

Please leave it switched on for the next six hours. 

After this time, the Sure Signal should connect.

Thanks,

Matt