Issue with sure signal users

[nfshirley]

My suresignal has losty my phone details, so when I try and make a call it does not go through the suresignal.  When I try and add myself to the suresignal through the add users it errors and says I am already registered, but I am not listed in the users and my phone calls do not go out through the sure signal.

[Retired-Matt_Vo]

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

[nfshirley]

Hi Mat

I am very sorry, but I could do all of those tests for you but I simply see no point.  The suresignal works for 3 phones perfectly, so there is no issue with line speed, traceroutes or anything else that you have asked me to do.

The online management of the Suresignal will not allow me to add myself as a user, olther than that it is all working fine.

Perhaps someone could read my post and then offer some advice / assistance.

Thanks in advance

[Retired-Kay]

Hi nfshirley, 

If you drop us an email we can add your number for you.

Please include the Sure Signal serial number in the email. 

Thanks, 

Kay

[nfshirley]

Hi Kay

I have sent all the relevant details through the link you sent through.

Many thanks for your assistance in advance.

I look forward to hearing from you.

Kind regards

Neil

[nfshirley]

Hello Vodafone Support

Is there an update at all on my case at all?  Any help would be greatly appreciated.

[Retired-Lee]

Hi there nfshirley,

Could you tell me the Sure Signal serial number?

Cheers,

LeeH

[nfshirley]

40131575264

Thanks

[Retired-Andy]

Hi nfshirley,

I can see that your Sure Signal connected to our servers yesterday at 1740, is everything now working for you?

So that it’s as up to date as possible, I’ve just resynced the Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Cheers,

Andrew