Vodafone Sure Signal

[Soutie]

Hi for the past week sure signal works then it does not...I remove power and it boot up then I got signal I then leave the house and when I return there is nothing and sometimes if I remove pwer then it works but today it does not want to respond at all.

The only thing rthat happens is the power and signal lights are steady but my signal on phone is bad and if I make a call the light that used to come on and stay syeady does not is this piece of equipment on it way out.

thanks

[DaveCD]

Hi Soutie

Thank you for your post and a very warm welcome to the eForum.

Please can you take a look at our Sure Signal Troubleshooting thread and post any results back here.

Many Thanks

DaveCD

eForum Team

[Soutie]

Hi,
Feed back on my sure signal problem before I made my query I check the troubleshooting page and none there matched my problem.

Sure signal works while in house once I leave the house and return it does not connect with the hand set and the only way to sort this I have to power down leave off for about 5 minute power up again then it connect to handset and occasionally it does not...this happens with my payg handset as well so the problem to me looks like the sure signal is erratic as well as it gets very hot.

cheers

[Soutie]

Any tech guys have an answer as this sure signal is doing my head in ie: went to sleep last night and had a full signal on fone when i woke up hardly and signal and I had to power off and restart to get a decent signal I then left the house only on my return to find low signal on my hand set and the light are steady on sure signal..

[Simon]

Hi Soutie

Thanks for your post. Please could you provide your Sure Signal serial number and also your IP address so that we're able to take a closer look at this for you and carry further checks out from our end?

Thanks

Simon

[Soutie]

Hi thanks for the reply . serial numbers is 40111610834 and IP.86.26.81.69 and just some information at this minute 19:31 connect light steady but weak signal on handsets...thanks

[Lee]

Hi there Soutie,

Many thanks for the additional information.

I've checked the IP you've provided and it's in the whitelist so that's not the cause of your issue.

The VSS last connected to our servers at 15:34 yesterday. I've forced a resync of your device in the event you are still encountering the same symptoms. Please factory reset it as per the instructions below.

VSS Factory Reset

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

If this fails to remedy the situation then please could you change the MTU size to 1500 if it's possible?

Check your MTU settings

• Log into your admin page for your router
• Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
• Change the value of the MTU size to 1500

Once again, if this fails, please try the device on an alternative connection such as at a friend or relative's house. If the issue remains then the device may be faulty.

Let me know how you get on.

Cheers,

Lee

[Soutie]

Hi an update I did everything that you posted even changed the MTU on modem but to no avail problems still the same, when before  i leave the house full signal on my handset and when i return nothing and to top it all yesterday it was blocking my out going call and to fix this i had to remove power and power up again...at the minute I had to go outside to make a call as the sure dignal was not giving me any signal in the house...thanks

[James]

Hi Soutie,

Firstly can you confirm who your ISP is and also what handset are you seeing the trouble on?

With this I have also sent you a quick PM so we can look at this in more details and arrange a replacement if required.

Please follow the instructions on the PM and one of our team can then pick this up for you.

You can find your PM inbox here.

James

[Soutie]

Hi James,

My ISP has always been Vriginmedia and my handsets one is HTC sensation xe and HTC HD2

[James]

Hi Soutie,

Thanks for your time on the phone the other day; please can you let me know how you get on with what we discussed.

James

[Soutie]

Hello James thank you for the new sure signal but for some reason none of the handsets are connecting now no matter what i try so unfortunately back to square one :-(

[James]

Hi Soutie,

Please can you let me know the new serial number so I can check the registration.

James

[Soutie]

Hi James the seial is 40120918400, and yesterday I got a text saying sure signal had moved and I must put in new post code but when I logged in and check the post code was correct but no luck with connecting with the hand set.

regards

trevor

[Simon]

Hi Soutie

The Sure Signal has moved postcode message will have no bearing on your handsets connecting to your device. I've checked the Sure Signal from our end and is connected to the network. 

I've forced a resync of your device again for you to see if this will get the numbers to connect. Please factory reset it as per the instructions below.

VSS Factory Reset

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

To try and rectify the issue of your location showing as different to where it's registered, if you log in to the Sure Signal dashboard on My Account and change the postcode to ST1 5GP, leave for 10 minutes and change back to your home postcode, this should help to ensure that you stop receiving messages.

Thanks

Simon

[Soutie]

I have tried everything to get my handset to connect and no good so i am going to rate the VSS as a failure and not worry about it anymore and learn to live with a terrible signal which will have an impact when my next upgrade turns up :-(((((

[James]

Hi Souitie,

I know that you have said that you aren’t going to worry about this anymore however, I can see that it did update yesterday so it should now be working for you.

If you would like to give this another go please let me know how you get on.

James

[Soutie]

Hi James,

I thank you for the asistance you have given me but nothing seems to work and the handset will not connect to the VSS why I do not know as it has worked well for as long as I have had it and for no resaon it stopped connecting...it is very annoying as I am now back where I was 2 years ago where my signal in the house is rubbish at the postion I sit in the house and now have to go outside or upstairs to make or answer calls.

[Simon]

Hi Soutie

Thanks for your reply. I can appreciate that you feel that it's never going to work for you. If you have 2 handsets, as one final suggestion I would de-register the Sure Signal from the number that owns the Sure Signal and then re-register with a different owner. This may force the numbers and the SIM's to connect with that device.

If you'd be happy to give it a try then let us know how you get on.

Thanks

Simon 

[Soutie]

Hi I have sorry about the delay in answering but as previously stated I am at my wits end trying to get SS and handset to communicate and thought I would let you know that i had to have my sim changed due to the last one not functioning very well...is there anything that i could try to get this new sim card to connect with the SS which is now being left disconnected as it is just like an ornament with lights..thanks