Phone won't connect to sure signal

[peter_333]

Hi Tech Team,

I'm having continued problems with my Sure Signal (version 3 I think - the one that hangs off the wall socket).

I had it unplugged while I was away on a work trip for 8 days, and couldn't get it to work when I got back last Wednesday (a variety of issues in the end, it seems).  After a number of days calling 191 for support it was up and running again, but only for about 24 hours.  I noticed this morning that my phone has lousy signal (1-bar on an iPhone 4), and it hasn't got better during the day.  Current situation is:

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 40132326915.

I've tried powering my phone off and on again, and also tried to manually force it to search for a network connection (changing the carrier to another provider in the iPhone settings, then back to Auto), but it still has really bad signal, so I guess the phone isn't connecting to the Sure Signal at all.

What should I try here?

I'm loathe to keep trying hard resets of the Sure Signal as I've spent the last four or five days doing this, and hate that I have to wait 24 hours to see whether or not it worked.

Cheers,

Peter

[Retired-James]

Hi dgosal,

I can see that you’re already running the latest firmware on the Sure Signal and everything looks to be setup correctly.

Are you still having trouble today?

James

[dgosal]

Hi, yes still the same issue. Can you please resync maybe? 

[Retired-Ian_]

Hi dgosal,

Everything looks ok from our side.

I've pushed a re sync through for you.

I need you to reset the Sure Signal to complete this:

For version  2:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

For version 3:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button

Thanks

Ian

[PMob]

I also have exactly the same problem .I also went away for a week and unplugged all systems and have been experiencing the same issues upon my return. It is like the sure signal box does not recognise my phone. Spent hours/days on the phone to tech support lines 1 and 2. Seems like a lot of us are having the same appalling connection issues!

[Retired-Andy]

Hi PMob,  

I found your Sure Signal serial number from your other post here.

It connected to our servers last night at 18:16, is everything now working for you?

If not, try 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 get on.

Cheers,

Andy

[PMob]

Hi Andy,

No I am still experiencing the same major problems.  I am also in communication with your 2nd line technical support, whom are also liasing with more senior support staff.  I can now make calls but not receive them!!!

I have been advised to wait until tomorrow morning for a firmware update to complete, I am frustrated with having to wait this length of time and this is now day 6 of this problem and over 20 hours of call costs to your support team!!!

Can you please liase with them and confirm the status of the firmware update they tell me they are manually pushing through, Last nights update failed and they are having to do it again today and I would rather know the status and have Vodafone proactively fix it before tomorrow morning if the update fails again, rather than waiting for me to call you.  

I was advised not to reset my suresignal box, can you please read the notes on my account and liase with the staff members working on my case and then advise whether I should reboot or not.

Thanks and I await your response.

[Retired-Ian_]

Hi PMob,

Thanks for your post.

I can see you've got the latest firmware.

How are things now?

Thanks

Ian

[dgosal]

Guys please help..

My sure signal won't connect to my phone, serial 40123662187. I have tried everything in the trouble shooting, the correct lights etc are on. Please can you send a firmware update and resync as this seems to be solving peoples issues. Thanks

[squeezeanne]

Hi Tech Team,

I'm having continued problems with my Sure Signal V3

It showing,

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 42144614643

I have 3 vodafone mobiles in the house and none of them are connecting to the sure signal.

Please help!!

Thanks.

[nortonwoods]

Hi Tech Team,

I'm having the same problems with my Sure Signal V3

Its showing,

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 42144736446

I have 4 vodafone mobiles in the house and none of them are connecting to the sure signal.

Tracing route to cluster8.vap.vodafone.co.uk [212.183.131.131]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    14 ms    26 ms    22 ms  cpc2-ando5-2-0-gw.15-1.cable.virginm.net [80.3.6
8.1]
  3     9 ms    11 ms    10 ms  sotn-core-2b-xe-1130-0.network.virginmedia.net [
80.4.224.181]
  4    26 ms    16 ms    15 ms  brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
3.175.34]
  5     *        *        *     Request timed out.
  6     *       14 ms    15 ms  brhm-bb-1c-ae1-0.network.virginmedia.net [62.254
.42.210]
  7    18 ms    19 ms    18 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  8    22 ms    34 ms    20 ms  ldngw1.arcor-ip.net [195.66.224.209]
  9    21 ms    17 ms    20 ms  85.205.0.86
 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.

160mb Download 10mb upload

I can see the folowing on my network as it boots

outgoing to 212.183.131.130 500
outgoing to 212.183.131.130 4500
outgoing to 212.183.131.130 33435
outgoing to 212.183.131.130 33435
outgoing to 212.183.131.130 33444

it then attempts 33444 for approx 10 attempts before stopping and doing nothing.

please advise.