Vodafone Sure Signal

[katieb123]

Hi,

I purchased the VSS around christmas; set it up, registered etc, no problem at all - connected through 3G to my phone, and others perfectly. Then a few weeks later I returned home to find neither the system, nor the phone symbol lights were on, just a steady power light.

I have been through the troubleshooting sections...

'Wait 24 Hours' - I have waited several weeks; I don't think another 24 hours will help!

'Check for Planned Maintenance' - None of my knowledge?

'Check that your Sure Signal has been registered successfully' - Everything working fine at first, but I haven't tried de-registering and then re-registering; perhaps this might solve the issue?

'Check the physical connection between your Sure Signal and your Router/Modem' - The ethernet cable doesn't appear to be faulty - link lights on back of VSS & router are both on/flashing.

'Check that you have an active Internet connection' - Probably, otherwise you wouldn't have received this message!

'Reboot your Router / Modem' - Switched off the router @ the wall for 10 seconds, then switched back on; no change.

'Check that your Sure Signal has been assigned an internal IP address by your Router' - DHCP is enabled, so one would assume the VSS has been assigned an internal IP address?

'Manually configure your Router to allow port-forwarding' - Don't think I would need to manually enter these; I haven't ever needed to do so before.

I have also performed a tracing route to 212.183.133.177 over a maximum of 30 hops for you to look at:

1         1ms        <1ms        <1ms         WANConnectionDevice.home [192.168.1.1]

2         23ms       24ms       24ms         213.1.113.13

3         42ms       24ms       24ms         213.1.118.46

4         29ms       28ms       29ms         213.1.78.2

5         29ms       29ms       29ms         213.1.79.26

6         30ms       29ms       29ms         87.237.20.244

7         34ms       35ms       34ms         bundle-ether1.lontr1.London.opentransit.net [193.251.255.101]

8         30ms       30ms       30ms         level3-1.GW.opentransit.net [193.251.150.70]

9         31ms       30ms       29ms         ae-2-52.edge4.London1.Leve13.net [4.69.139.106]

10       34ms       32ms       39ms         195.50.122.66

11       67ms       146ms     68ms         85.205.116.2

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.

I have an (Orange) Livebox Mini Thompson. The SS serial no is: 40114204056.

Many thanks in advance for your help,

Katie

[Matt]

Hi

Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Thanks

Matt

Moderator
eForum Team

[Lee · Accepted solution]

Hi there katieb123,

Thanks to you for your post about your Sure Signal (VSS).

I've checked and the VSS connected to our servers about half an hour after you posted. I've forced a resync of your unit in the event the issue is not fixed and need for you to factory reset the device and let me know how you get on:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come back on or flash, release the reset button
• The VSS should come online within the hour

Cheers,

Lee

[katieb123]

Hi again,

At the time, I never saw your reply - but my Sure Signal magically worked again the following morning, thanking you very much!

It has since, however, stopped working again... I think this time it has been because we had a powercut - could you please reset it again at your end? As I have tried all of the troubleshooting options, and I've reset it my end many times. It is again a steady power light.

Thanks,

Katie

[DaveCD]

Hi katieb123

Thank you for your post.

I have done this for you, please can you retest and let me know how you get on.

Many Thanks

DaveCD

eForum Team

[katieb123]

Hi once again,

Please can you reset my VSS... It worked for about a week, and then my internet crashed (is working again now) but the VSS has not recovered!

Many thanks

[Simon]

Hi katieb123

I've resynced your Sure Signal again today as requested. Please could you perform a factory reset on the device to complete the process as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come back on or flash, release the reset button
• The VSS should come online within the hour

If you're still encountering difficulties them please let us know.

Thanks

Simon

[katieb123]

Hi again,

Please could you retry as this never worked. I have reset the SS but still nothing.

Thanks

Katie

[Lee]

Hey katieb123,

Sure we can!

Thant's been done for you just now. Once again please factory reset the device as per the above instructions and let me know if you need anything else.

Regards,

LeeH