Help please - 3 lights on and nobody home!

[lilypilling]

Hi am hoping for some help/advice.

Been running a version 1 SS since 2010 with no problems. Upgraded my phone on Thursday froman iphone 3gs to a Nokia Lumia 820. Had a signal until i got home but very little (1-2 bar dropping in and out) in the property. Waited a bit to see if resolved but not. On Friday did the troubleshoot thing. Did a reset on the SS box and husband also then lost his signal (iphone 3). Yesterday i de-registered and re-registered the SS box and as of Sunday lunchtime still proper signal (1-2 bar dropping in and out) on either phone at home. Lights 1,2, and 4 lit.

Serial number: 21197073592

speed test results - Download 49.56 mbps Upload - 4.55 mbps
ping test results - 23ms
external IP address - 80.5.13.175

C:\Users\Miah>tracert 212.183.133.177

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

  1    12 ms    10 ms    19 ms  cpc1-cwbn3-2-0-gw.5-1.cable.virginmedia.com [80. 5.12.1]   2    29 ms    13 ms    20 ms  cdif-core-2b-ae3-1643.network.virginmedia.net [6 2.254.253.205]   3    20 ms    15 ms    18 ms  brnt-bb-1a-ae16-0.network.virginmedia.net [62.25 3.174.85]   4    15 ms    22 ms    16 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.253 .174.30]   5    28 ms     *       36 ms  brhm-bb-1c-ae8-0.network.virginmedia.net [62.253 .174.126]   6    26 ms    39 ms    28 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250 .15.210]   7    24 ms    26 ms    34 ms  LNDGW2.arcor-ip.net [195.66.224.124]   8    24 ms    27 ms    30 ms  85.205.116.10   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.

Many thanks

Leah

[Nabs]

Hi Leah,

Sounds very much like the device is connected to Vodafone but hasnt downloaded the profile correctly so it doesnt know about your phones. 

If you sit tight one of the eForum team will be abl to arrange to force a reset from their end which should get you back up and running.

Nabs

[lilypilling]

Nabs

Many thanks. Am living in hope.

Leah

[Retired-James]

Hi lilypilling,

Everything looks fine with the details that you have provided and an also see that the Sure Signal updated last night at 23:47.

Can you confirm if you are still having issues this morning?

James

[lilypilling]

James

Thanks for reply. Still no consistent signal on 3G, just a fluctuating 1 bar on my new phone and nothing on hubby's.

Leah

[leeh2013]

same issue here with me, and a few others

[lilypilling]

Hi

Any update please. I am now going into my 5th full day of no service. I only renewed my contract with Vodafone because of my assured signal which I rely on as an on-call health professional and family carer. If I can't sort this issue out I am going to have to take my new phone and contract back to Vodafone shop which I don't want to do as I have been happy with Vodafone but my signal could be quite literally life or death. Please can one of the techie bods help me.

Leah

[Retired-Kay]

Hi lilypilling, 

As James mentioned, everything in the trace route looks fine.

To make sure everything is as up-to-date as possible, I’ve just resynced your device for you so, to make sure the resync completes, can you perform a factory reset:-

Hold down the reset button until all the lights show/flash (about 30 seconds)
Keeping the reset button held down, remove then re-insert the power lead.
Once all lights display release the reset button.
The Sure Signal will come online in around 1 hour.

Let me know how you get on. 

leeh2013, I've addressed your other post here. 

Thanks, 

Kay

[lilypilling]

Kay

Many thanks. Have done a reset here. Hoping that works, will let you know.

Leah

[lilypilling]

Hi

Reset box as advised at 10am but no difference i am afraid. Can anyone give me any more advice please.

Leah