Problems with Sure Signal 3

[cwadey]

Up until last night my sure signal working perfectly with all nine numbers attached to it with no issues, then all of a sudden all of the phones lose connection, the main phone that the signal is registered too still works.

All of the lights are good on the signal and it is putting out a 3g signal as the one phone is still working with it.  I have de registered all of the handsets and then re registered them, reset the sure signal to factory settings and still only the one number is working with still.

So I ring vodafone who then tell me I have to wait an hour in cue or be phoned back, so get the call back and passed around a bit, they couldn't help and give me 0870 1666777 to ring and the number which if you google it does say that it's vodafone, but when I ring it says number not recognised.

I would really appreciate some help as I have teenage daughters moaning about not having phone signal.

[Jenny]

Hi @dwilsher

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

Jenny

[dwilsher]

Thx Jenny.  I tried the instructions posted to one of the other messages above, to see if it worked and it did.  I followed the ones below, and the sure signal came back online after about 20/25 minutes

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in

[Jenny]

Hi @dwilsher

I’m pleased to hear this is working now.

Thanks for letting us know which steps you followed to get this sorted.

Thanks,

Jenny

[cwadey]

A little over a month and the exact same thing has happened, dropped all of the nine phones connected to it except for the main mobile that the sure signal is registered too, As a family our combined Vodafone bills are over £200 a month and it's a extremely frustrating when you can't use your mobile when at home, especially as my work phone is also Vodafone too.

I have attached the required tests

[Retired-Kay]

Hi @cwadey

This is a strange issue. 

So that we can investigate further, please follow the instructions in the private message I've sent you. 

Thanks, 

Kay

[cwadey]

Still only getting signal on the one phone, if this carries on our family will not be renewing any of our contracts with Vodafone and move to o2 who have an app that allows you to use your wifi to get signal (TU Go) .

I had to take phone calls from my work customers on my personal phone as I was on call and only this phone is working with the sure signal

[Ben_H]

Hi @cwadey

I can see we replied to your email after trying to call you today.

Thanks,

Ben

[cwadey]

As a family we pay vodafone extremely close to £300 a month , this is getting beyond a joke now I can't use my phone for over 50% of the time, I am seriously thinking about only paying 50% of my bill, trying to phone on my mobile that doesn't get a signal because of a sure signal that's not working is not the most inteligent thing to do

[Amanda]

Hi @cwadey

We've got your latest email and we'll be back in touch soon.

Thanks,

Amanda 

[malcolmbegley]

Hi

I have the same issue as everyopne else,

Red light flashing and orange lights,

Here is a trace route

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\mbegley>tracert cluster4.vap.vodafone.co.uk

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

  1     3 ms     1 ms     1 ms  Vigor.router [192.168.113.1]
  2   680 ms    22 ms    24 ms  lo0-central10.pcl-ag08.plus.net [195.166.128.189
]
  3    21 ms    21 ms    21 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.19
0]
  4    21 ms    21 ms    23 ms  xe-9-1-0.pcl-cr02.plus.net [212.159.0.222]
  5    40 ms    21 ms    24 ms  ae1.ptw-cr02.plus.net [195.166.129.2]
  6    21 ms    22 ms    23 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  7    23 ms    22 ms    22 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    23 ms    22 ms    23 ms  85.205.0.86
  9     *        *        *     Request timed out.
 10     *        *     ^C
C:\Users\mbegley>

My ip address is 80.229.224.249

Serial no 42144439793.

The uniit is Registared on my page and ready to run according to the sms I had etc.

But as you can see it does not connect

Any ideas

malcolm