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Solution

Only lights 1 and 2 are on

Stu_HWM
2: Seeker
2: Seeker

‎25-03-2015 10:42 AM

SS1 stopped working Monday 23/03/15.

 

Have tried numerous resets and followed all the trouible shooting advice.

 

Speed test results: Down 10.83Mbps, Up 0.91Mbps

 

Ping test results: 30ms (0% packet loss, jitter 2ms)

 

External IP address: 80.229.162.197

The results of a traceroute.

 

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

 

C:\Users\User>tracert 212.183.133.177

 

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  192.168.1.254

  2     *       27 ms    28 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185

]

  3    28 ms    28 ms    29 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.17

4]

  4    27 ms    27 ms    32 ms  xe-0-2-0.pcl-cr02.plus.net [212.159.0.206]

  5    28 ms    29 ms    34 ms  ae1.ptw-cr02.plus.net [195.166.129.2]

  6    27 ms    29 ms    27 ms  ae2.ptw-cr01.plus.net [195.166.129.4]

  7    31 ms    30 ms    31 ms  ldngw1.arcor-ip.net [195.66.224.209]

  8    29 ms    29 ms    30 ms  85.205.0.86

  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.

 

Sure Signal serial number: 21221751775

 

 

0 Thanks
13 REPLIES 13

Stu_HWM
2: Seeker
2: Seeker

‎26-03-2015 05:37 PM

Any chance somone from the tech team will actually provide a response this week?

 

This has been down since Monday.

0 Thanks

Amanda
Community Manager
Community Manager
In response to Stu_HWM

‎27-03-2015 09:53 AM

Hi @Stu_HWM 

 

I've made an update to your account and done a resync for you. 

 

Please reset your device as follows: 

 

  1. Hold in the reset button until all lights go solid
  2. Pull the power lead out with the reset button still pushed in
  3. Continue to hold down the reset button and reconnect the power lead
  4. Wait for all lights to come on and then release the reset button

Thanks, 

 

Amanda 

0 Thanks

Stu_HWM
2: Seeker
2: Seeker
In response to Amanda

‎27-03-2015 11:46 AM

reset at 10am, now 11.45am no change lights 1 and 2 only.

0 Thanks

Stu_HWM
2: Seeker
2: Seeker
In response to Amanda

‎30-03-2015 09:18 AM

Power supply changed, & reset again.

 

Still only lights 1 & 2 on.

 

 

0 Thanks

Retired-Laura
Moderator (Retired)
Moderator (Retired)
In response to Stu_HWM

‎30-03-2015 10:41 AM

Hi @Gwraigmel and @Stu_HWM 

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,

Laura

 

0 Thanks

Stu_HWM
2: Seeker
2: Seeker
In response to Retired-Laura

‎30-03-2015 10:53 AM

Are you serious?

 

I did all of this at the start of the thread. Did you read the start of this thread?

 

Just to humour you, the trace route results are below, the speed and ping tests are very similar to the above results.

 

I have restarted the SS1 numerous times, with no results.

 

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

 

C:\Users\User>tracert 212.183.133.177

 

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  192.168.1.254

  2     *       30 ms    28 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185]

  3    28 ms    28 ms    28 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.174]

  4    27 ms    28 ms    27 ms  xe-0-2-0.pcl-cr02.plus.net [212.159.0.206]

  5    28 ms    31 ms    28 ms  ae1.ptw-cr02.plus.net [195.166.129.2]

  6    27 ms    29 ms    27 ms  ae2.ptw-cr01.plus.net [195.166.129.4]

  7    31 ms    69 ms    32 ms  ldngw1.arcor-ip.net [195.66.224.209]

  8    29 ms    28 ms    30 ms  85.205.0.86

  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.

 

C:\Users\User>

0 Thanks

Retired-Rodney
Moderator (Retired)
Moderator (Retired)
In response to Stu_HWM

‎01-04-2015 08:21 AM

Hi @Stu_HWM,

 

To ensure this isn't a fault with your connection, can you please try your devise in a different location.

 

Once you've done this please let us know and we'll look into this further.

 

Thanks,

 

Rodney  

0 Thanks

Gwraigmel
2: Seeker
2: Seeker

‎28-03-2015 08:10 AM

It seems that a lot of ss1 failed over the weekend into Monday. I did everything i was told on the phone. Even tried it at my family's house. Still wouldn't connect. Want told if any updates. Just v that v it was broken and that v Vodafone don't service the ss1 anymore. Not happy
0 Thanks

Gwraigmel
2: Seeker
2: Seeker
In response to Gwraigmel

‎28-03-2015 08:02 AM

I've had the same problem since last weekend. I've posted my problem . Username gwraigmel. Paid £30 to bt to change v the port settings tried it in my family's house. Then got told on the phone. Sorry nothing else we can do. You'll need to buy a new one at £100. We have 7 contracts with Vodafone because if or suresignal. Paying nearly £259-300 a month. Very bad customer service is say and will be switching contacts as they come for renewal soon as I'm not paying another £100
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