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Solution

My Vodafone Sure Signal is having issues. (The red light is always on, the two other lights flash)

BradleyYarworth
2: Seeker
2: Seeker

‎06-07-2014 11:54 PM - edited ‎07-07-2014 04:24 PM

I believe it is the second generation of sure signal, and it has work well for over a year. Recently it has stop providing signal to any of the phones (2 Iphones and a Galaxy s3).

 

I also keeps telling me that the device has moved and it needs the postcode to be updated. I have updated it many times but still it asks for a new postcode.

 

The device provides no signal. The red light is always on. The phone and signal light flash together.

 

  • I have attempted resetting it.
  • Replacing the cable.
  • Resetting my router. 
  • Re-registering the device.

I then had a look on the forum and found that other people having this issues had one of the support team fix it by resyncing it? I believe that is what I need done.

 

The details of the device. 

Serial no: 40121401711

MAC: 0C4C390479B4

Part no: 3JR09110ABBA

Model: 9361 Home Cell V2-V

 

I would be very grateful if I could get a reply or better yet get it fixed.

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3 REPLIES 3

Retired-Ian_
Moderator (Retired)
Moderator (Retired)

‎07-07-2014 05:42 PM

Hi BradleyYarworth,

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
Ian

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BradleyYarworth
2: Seeker
2: Seeker
In response to Retired-Ian_

‎07-07-2014 10:19 PM

Thank you for the reply.

 

I have looked at the troubleshooting page and found that there was nothing that described the issue I was having.

 

Speed test results: 8.75Mb

 

Ping test results: 29ms

 

External IP address: 81.132.162.231

Results of a traceroute:

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

1 <1 ms <1 ms <1 ms 192.168.0.1
2 20 ms 24 ms 22 ms 217.32.140.72
3 22 ms 21 ms 19 ms 217.32.140.62
4 23 ms 21 ms 21 ms 212.140.235.42
5 87 ms 79 ms 49 ms 213.120.182.67
6 22 ms 22 ms 21 ms 31.55.164.107
7 34 ms 22 ms 22 ms acc1-10GigE-0-5-0-7.bm.21cn-ipp.bt.net [109.159.248.102]
8 44 ms 47 ms 47 ms core1-te0-15-0-16.ealing.ukcore.bt.net [109.159.248.44]
9 27 ms 66 ms 27 ms peer2-xe0-0-0.telehouse.ukcore.bt.net [109.159.254.102]
10 28 ms 29 ms 27 ms t2c3-xe-0-2-0-0.uk-lon1.eu.bt.net [166.49.211.170]
11 27 ms 26 ms 26 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

 

Your Sure Signal serial number: 40121401711

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Retired-Andy
Moderator (Retired)
Moderator (Retired)
In response to BradleyYarworth

‎09-07-2014 12:10 PM

Hi BradleyYarworth,

 

The initial light sequence you were getting shows that the Sure Signal was downloading a profile from our servers.

 

The process can take up to six hours to complete and if interrupted, will start again from scratch.

 

Everything is fine with your speed test, ping test and traceroute.

 

Your IP address is on our whitelist, so no problems there either.

 

Your serial number is showing that a location change has been detected.

 

I’ve updated the system to remove the message.

 

So that your device picks up the changes, do a factory reset:

 

  • Hold down the reset button until all the lights show/flash (about 30 seconds)
  • Keeping the reset button held down, remove both the Ethernet cable and power lead
  • Re-insert the power lead
  • Once all the lights display, release the reset button
  • Re-insert the Ethernet cable.
  • The Sure Signal will come online in around one hour

 

Thanks,

 

Andy

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