Home Hub 5 with a Sure Signal 3

[PeterBur]

My Sure Signal 3 went faulty last week. I bought a new one serial no 43161629340 and it has been connected ok to my BT Hub 5 i.e. I can see it on the Hub. After nearly 24 hours and many resets, it is still not working with Red Light solid, 1st White Light flashing. I spoke to someone on the 033....191 number and she said there was a maintenance problem and to wait, but with no indication of how long! I find no record of any problem here. Since then, I have also installed a second SS3 serial number 43161653902, intending to use it on another floor at home to get very in-house coverage, with the same light conditions. Both are registered according to my account, but neither works, and I cannot add a User to either because of some problem on the website/network. I have no service, so cannot live with this much longer as there is no signal of any useable consequence in my village in WR11 4UE.

[PeterBur]

I should have added that I have been all through the Troubleshooting, to no avail, and these are the results of the tracert: Tracing route to 212.183.133.177 over a maximum of 30 hops 1 8 ms <1 ms <1 ms BThomehub.home [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 10 ms 10 ms 10 ms 31.55.187.188 5 12 ms 11 ms 11 ms core1-hu0-9-0-0.southbank.ukcore.bt.net [195.99.127.164] 6 11 ms 10 ms 10 ms 62.172.103.23 7 10 ms 10 ms 10 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238] 8 10 ms 10 ms 10 ms 166-49-211-254.eu.bt.net [166.49.211.254] 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 * * My broadband speed is 79Mbs download.

[Rahim]

@PeterBur I've checked both Sure Signal devices via the serial numbers you've given and can see they are both pending activation from earlier today (5 July). 

Please allow 24 hours for both devices to connect. If you're still having trouble after this time, please let us know and we'll investigate further. 

[PeterBur]

Thank you for that confirmation and I will wait for the activation.  Do you have any explanation as to why I cannot register a second mobile number to either of the devices in my account?  Instructions say that this can be done after registration and while activation is in progress.

[Djcla]

I registered my new ss3 last night and have exact same issue as OP.

[PeterBur]

This morning the situation remains the same - neither SS3s are working, still sold red and flashing 1st white lights, with no service.

Also, I am still unable to register a second number to either, because of a system problem:

"Sorry, there seems to be a problem.

We're working hard to fix the issue, so please try again later. - [2f1]"

[Djcla]

I'd phone up and have them check as I think my registration has got stuck also. Pending active since Monday

[PeterBur]

I had a long Chat with the technical people today and their experts said to deregister, leave it until after midnight, then try again tomorrow.  There is a system problem that showed had been escalated since my phone-call of yesterday.  They are confident that this will clear the problem and work when I register tomorrow.  I don't entirely share their confidence, but have no option but to try it.

[mrdbailes]

Hi

I had the same problem and have just been told by Vodafone Tech Support that their Sure Signal server is currently down and is affecting a lot of people.

Transcript below:

Sushil C: Hello, you're chatting with Sushil C, one of Vodafone's online tech specialists. Let me go through the conversation you’ve had with the representative who transferred your chat to me.
Dean Bailes: Thanks
Sushil C: Hello Dean
Sushil C: Let me check this for you
Sushil C: Dean, since registration the second light is flashing right?
Dean Bailes: Both the system light and phone light are flashing.
Dean Bailes: So I have a solid red power light and then two flashing white lights
Sushil C: Thank you for the details Dean
Sushil C: We are aware of this issue
Sushil C: our sure signal server is down hence you are facing this issue
Sushil C: we are working on resolving this issue
Dean Bailes: Ahh, so bad timing for me!
Sushil C: once the issue is resolved you will get first 3 lights solid
Sushil C: I am sorry Dean
Sushil C: but we are working on high priority to get this resovled
Dean Bailes: Ok, do you have any idea how long the sure signal server will be down for?
Sushil C: it will be up anytime, many teams are working on it as all sure signal customers are facing issue because of this
Dean Bailes: Ok, thanks for the information.
Sushil C: 'You are most Welcome!
Sushil C: & Thank you so much for your patience & understanding Dean.

Dean

[Djcla]

well since my call to tech support my account is now finally active , but sure signal still flashing white light.  Oh and i get same error trying to add users