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

[Retired-Dave]

Hi lilypilling,

I can see that the Sure Signal connected with the servers again at 10pm last night. Has this started working since your last post?

If not, can you try de-registering the Sure Signal, waiting approximately one hour, then re-registering it again? This will clear the decks completely for us so if there's anything getting in the way it should help.

Dave

[lilypilling]

Hi

As advised I deregistered the ss last night, waited and then re-registered and I'm afraid we are still no better off. Any advice.

Thanks.

Leah

[Retired-Andy]

Hi lilypilling,

I can see your Sure Signal connected to our servers last night at 22:36 and can also confirm the de-registration & re-registration.

There’s one other thing to try; can you put your SIM cards into other phones (if possible) and see of they can pick up a 3G signal? If your phone has never picked up a 3G Signal, but is confirmed as being a 3G handset, please visit the Help Centre, select your device from the list, and go to Network > Use phone for both GSM and 3G.

If you already know how to do this, and your phone is set to 2G & 3G already, but has still never picked up a 3G signal in other areas, this indicates a phone fault, and you will need to follow the instructions in the Repairs section of our eForum FAQs to resolve this issue.

To make sure your Sure Signal is as up-to-date as possible, I’ve just forced a resync for you. 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 the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks

Andrew

[lilypilling]

Hi.

All done as advised and still no joy. Have been out this afternoon and full signal whilst out but nothing at home.

Any other ideas please.

Leah

[lilypilling]

Hi.

Do not have another phone to try but 3G working on both phones whilst out. I see there have been problems in NP area, could this be the issue rather than our end. We have been down at home for 8 days now.

Leah

[Retired-PaulE]

HI lilypilling, 

The issues you're describing are similar to another thread which we're investigating here.

Can you post there and answer the following questions for me so that we can add you to the investigation?

When did this start?

Who is your ISP

Your IP address

Your serial number

Your latest speed test results

Paul

[lilypilling]

01.04.2013 from me

Ongoing problem. Since last communication i have changed the postcode away and back as this is something others were advised to do but i wasn't. As you will see i have tried quite a few things and things have not improved. Hubby as one bar in and out and i have nothing on 3g and 1-2 and nothing (fluctating) on 2g. Am fed up now with not having a service, am having to go out the front of the house and a few doors down to get a signal and have wasted an inordinate amount of time checking signals and restarting etc. the box. As i just renewed (and increased the cost)my contract for two years and hubby has about 10 months left to run on his contact i feel very let down as we have both recently renewed because of the reliability of Vodafone and how pleased we have been with the SS box - only for it to go belly up now. I initially thought it was just me but it appears that there are lots of us paying expensive contracts and having purchased 'sure' signal yet not able to use the important phone features ie. the phone bit!! Please find latest requested details below:

When did this start? Thursday 21 March 2013 (only at home, both phones picking up good 3g elsewhere)
Who is your ISP - Virgin Media
Your IP address - 80.5.13.175
Your serial number - 21197073592
Your latest speed test results - u/l 51.22 d/l 4.57 ping 26ms

Here's hoping!

Leah

----------

02.04.2013 from Jenny

lilypilling,

I’ve had a look at this and can see that it last connected this morning at 00.27.

Is this working ok now?

-----------------

02.04.2013 from me
Hi Tech Team

Still have no consistent signal (just 1-2 bars intermittently). It seems every time I get an answer from Tech Team they tell me I have connected in early hours of morning and ask if it is working now. It is not working (I will post as solved if fixed) and wonder if anyone can tell me (and the countless others) what is the problem and can it be fixed. Whilst I appreciate you are all busy, the messaging back and forward has been now ongoing for 11 days and I am still no better off (and paying for the privilege of no working phone). Please can someone advise.

Many thanks

Leah

[Retired-PaulE]

Hi lilypilling, 

We need to raise a case to be investigated as everything we've tried so far hasn't worked.

So that we can access your account, I've sent you a PM with instructions on how to contact the team, follow these and we'll be in touch as soon as we can.

You can find your PM inbox here

Paul 

[lilypilling]

Thank you. Email set as requested.