All Sure Signal Users: are they really all off-line right now?

[nic2109]

Hello. I've been in touch with on-line chat who passed me to Technical Support. I went there becuse there was no general message on the top of this Forum, and none of the FAQ links returned anything (the HTML is broken - hyper links not active) and my Sure-signal has been trying to reconect for > 12 hours following a break in Internet availability (our Router was powered off). The Internet cam straight back but the Sure Signal has been trying to reconnect ever since. I've switched it off and on several times but to no avail.

I am posting here because your Technical Support told me that (here I paraphrase rather) "Our engineers are entering all UK Sure Signal users' details into a new database at the moment. Leave it for 4 hours or so and re-connect and it will work again.". Sorry but this sounds like a "Fob the customer off with a plausible-sounding vaguely-technical answer" response to me.

But is it true? If so why is there no message at the top of this eForum page where such incidents/alerts are supposed to be posted?

I'm about to try another reset and re-start, so could someone from Vodafone please see if mySure Signal is trying to re-synch? The Serial number is 40111063901, phone number (removed for security)

Thanks.

[Retired-Matt_Vo · Accepted solution]

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

[Simon_Raynes]

My Sure signal is not working.

http://www.speedtest.net/my-result/3797716073
Packet Loss 0
Ping 53 ms
Jitter 1 ms
IP Add = 86.172.114.140
IP46 Add = ::ffff:56ac:728c
Sure Signal Ser no: 40114228899

Please help.

[shibainu]

Hi

Mine's been down for days now too.....and with no response from Vodafone on here.

My details are:

Broadband: Bt infinity
Ping 15ms
Download 31.11mbps
upload 6.47mbps
Ip address 86.134.252.217

C:\Users\James>tracert 212.183.133.177

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

1 2 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * 7 ms 11 ms 31.55.186.209
4 13 ms 11 ms 12 ms 31.55.186.208
5 12 ms 11 ms 11 ms 195.99.127.42
6 12 ms 12 ms 12 ms peer1-xe8-2-0.telehouse.ukcore.bt.net [213.121.1
93.129]
7 38 ms 13 ms 16 ms lndgw2.arcor-ip.net [195.66.224.124]
8 12 ms 12 ms 12 ms 85.205.0.93
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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.

 Suresignal - serial number: 21197061134

[drey_p]

Hi there

There is a statement from Vodafone made earlier today about issues with SureSignal devices.  This may be what is affecting you.  Keep an eye on this thread

[DaveCD]

Hi Simon_Raynes,

I can see that drey_p has pointed you towards our statement around a known issue.

Please confirm which ISP you're using.

DaveCD

[Simon_Raynes]

192.168.1.254

[Retired-Ian_]

Hi nic2109,

If you follow the instructions Matt gave, we'll look into this for you.

Thanks,

Ian

[nic2109]

Hello. Thanks both of you for the responses. My sure Signal came back online during the afternoon, so I haven't needed to do all the trouble-shooting steps. But many thanks. - I will remember them for next time! Except that the instructions are Windows-specific so I'll need to translate them to MAC-speak. (That's a bit of a "naughty-boy" drop off you know :smileywink: . Please don't assume we're all Windows users!)

I must admit that I was pretty surprised when it just came back as it added credilibity to the explanation I was given. Can you confirm whether there was any such "Engineers updating our database" event? If so; why do users need to be kept off-line while it happens? Or were they doing admin activities and so couldn't do actual technical support? And why was nothing posted on the Forum?

Or was it really a fob-off answer?

Nick

PS. Thanks for removing my number - I should have known better than to post it publicly.

[Ralphbuk]

Where did the vodafone status page go @davecd