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.

[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.

[Phil]

Hi @cwadey

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.

Your Sure Signal serial number:

This will help us get the quickest possible resolution for you.

Thanks

Phil

[cwadey]

added speedtest and ping test results, ip address is 109.147.97.195

and sure signal is 40134656376

Have done everything listed in the diagnostic suggestions, still only my main phone number that is regestered to the account working, but all other nine vodafone devices not working, including iphone 5s iphone 6 2 x windows phones blackberry and android devices, oh and a vodafone tablet.

It's on a fibre optic phone line, have also spoken to bt today and they tell me there is nothing wrong with the phone line, when I spoke to a guy at vodafone last night he said that they werent vodafone phone numbers, but all except one device (the iphone 6) where purchased through vodafone shops.

[Retired-Rodney · Accepted solution]

Hi @cwadey

We've refreshed your SS, this can take up to 6 hours to take effect.

After 6 hours perform a reset:

• 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
• Allow around one hour for the Sure Signal to come back online.

Thanks,

Rodney 

[cwadey]

Thank you, this appears to have worked albeit with a weak signal unless I am within two foot of the sure signal, but I can always move closer to the sure signal if I need to make or receive phone calls.

[cwadey]

All was good again for a few months, but once again the same problem, I have lost all phones apart from the one again.

Please refresh my SS again.

Many thanks

[Retired-Sarah]

@cwadey This has now been done and will be the same process as advised before, after 6 hours perform the below reset:

• 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
• Allow around one hour for the Sure Signal to come back online.

[cwadey]

Thank you very much for doing that, up and working again.

[dwilsher]

I too have an issue with my sure signal 3.  For the last month it has worked fine, then today it won't now accept any of the registered phones working through it.  The power/connected and ready lights are on and fine, but none of the 4 phones registered connect to it when you either start dialling or receive a call (the third light doesn't come on).  Have reset the unit a couple of times, reset one of the 4 phones and still nothing.