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3 weeks with just power light and no help from vodafone

MarkEvenden
2: Seeker
2: Seeker

‎13-11-2014 07:56 PM

Been in contact with vodafone multiple times over the last 3 weeks due to sure signal not working, just a solid power light with the occasional flashing 2nd and 4th light. Just spent 1 hour and 40 minutes on hold only to then be cut off!!! online chat not been working for a week!!! ##### is happening with you guys vodafone! My phone is basically useless without the sure signal as even away from home i barely get a signal out here in deepest darkest suffolk. If this isn't sorted soon i will be applying to cancel my account under the sales of goods act, vodafone has sold me a phone i am unable to use due to YOUR failings in supplying a reliable signal.

 

Rant over, now here is the info you need.

 


Your speed test results from here.  -  Up 6.29mbps, down 0.37mbps

Your ping test results from here. - 35ms

Your external IP address from here. - 86.137.156.69

The results of a traceroute. - 1    1ms    1ms    1ms    BTHomehub.home [192.168.1.254]

 

Your Sure Signal serial number: 21197153824

 

 

Mark

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3 REPLIES 3

MarkEvenden
2: Seeker
2: Seeker

‎13-11-2014 07:59 PM

Should have also said its a V1 i have tried all the various resets and added all the ports under port forwarding for the sure signals mac adress on my router. However i am no expert, i spoke to BT as requested, they refused to help as its not their equipment that is at fault.

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MarkEvenden
2: Seeker
2: Seeker

‎16-11-2014 12:12 PM

ay chance of a reply, im feeling a bit invisible to vodafone...

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Gemma
Community Manager
Community Manager
In response to MarkEvenden

‎17-11-2014 07:34 PM

Hi @MarkEvenden,

 

Everything you’ve posted above looks ok.

 

Please test a different Ethernet cable and double check your ports are opened as follows:

 

  • 8 (TCP & UDP)
  • 50 (TCP & UDP)
  • 53  (TCP & UDP)
  • 67 (UDP)
  • 68 (UDP) 
  • 123 (UDP)
  • 500 (UDP)
  • 1723 (TCP & UDP)
  • 4500 (UDP)
  • 33434 - 33445 (UDP)

 

IP addresses to be allowed on the router & firewall

  • 183.133.177-179
  • 183.133.181-182
  • 183.131.128-191

 

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

 

  • Unplug the Ethernet cable from the Sure Signal
  • Locate the button on the base of the box next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • Plug the cable back in

 

Allow around one hour for the Sure Signal to come back online.

 

If it’s still not working after the above, please post a full copy of your trace route.

 

Thanks,

 

Gemma

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