BT network issues on suresignal

[mattogden]

Is there any news on this? I connected our suresignal to the router on the evening of the 20th. It immediately showed up as active in the account on my vodafone. But I just can't get it to connect - Two amber lights and flashing power light. The router is upnp and I've even tried putting the SS in the demilitarized zone.

I contacted Vodfone help yesterday and they said all will be well 12 - 24 hours on. 18 hours on should I sit happy?

Getting the thing to work will be a huge boon ( and keep a couple of Vodafone customers) as we are in a dead spot here!

[mattogden]

@Trolleybus apologies for not coming back to you sooner. Life got in the way and I needed a break from frustration.

I discovered a rogue router was also generating IP addresses so pushing the SS off the one it was bound to and that is fixed. Fairly sure all your other points are sorted.

Upshot is still no joy. Have spoken to all sorts of well-meaing people who then do nothing but ask me to go over the same old ground. I have asked them to send a replacement unit - which they are doing but managed to send it to my wife's old address she hasn't lived in for two years - despite both of us contacting them four times to get it changed once we saw their mistake. It should arrive finally on Monday.

However a very helpful lady named Yvonne took my beloved's last call and actually came up with a left of field potential solution that none of the technical team have managed in six weeks! I'll keep you apprised of progress...

Thanks again for your time, it is appreciated!

[trolleybus]

Actually I have noticed that of late the VF technical team seem to be efficiently working through issues of non-connectivity and it’s disappointing to note that you are continuing to have problems. I would just say that you need to be satisfied that the sure signal device is connected to your network with the IP address you think it has acquired; viewing the DHCP table of the router against its MAC address is not fool proof.

So use the ping command with the -t switch [example: ping -t 192.168.0.22] using the IP address of what you believe to be the IP address of the sure signal device. With the replies coming, disconnect the CAT5 cable from the sure signal device, upon which the responses will be that that device is not found, reconnect the CAT5 cable and replies will flood in again. If there is no break in transmission than the IP address you used is not associated with the sure signal device.

Now if you router requires you to open specific ports you will be proceeding with confidence you are associating those ports with the right IP address.

My experience has been that if your internet connection has an up connection of less than 0.7Mbps then it is most unlikely that your sure signal device will remotely configured correctly. What the ultimate aim is with a SS V3 is to have one red and two white lights shining constantly. If with that combination your mobile won't connect then check it has 3g/4g turned on.

I stand corrected, but I believe that a 6 second press of the reset button appears to clear out the cache of the phone and often clears down most problems whereas a 30 second press returns the sure signal device to factory defaults. Re-populating the device with your credentials takes anywhere between 20 minutes to six hours.Beyond that, it won't happen.

[Supertension]

Hi,

Can someone from vodafone please tell me in simple steps how to get my Sure Signal working again?  I don't fully understand what some other people are saying about fixes. I have no confidence when it comes to playing with my computer settings.

I need someone from Vodafone to lead me step by slow step.

Many thanks 

[GJCSeaford]

@Sukhi @Charles @Dave CD After 10 days of being able to use my phone we have returned to exactly the same state. No signal but the SS3 is connected to your systems. I have tried all the reset options to no avail. Could you perform a remote reset as this was the only fix that worked even though it was only for 10 days...

[Rahim]

@Supertension Please can you confirm your Vodafone Sure Signal serial number, as I'm unable to see that you've provided it. 

@GJCSeaford Your Vodafone Sure Signal is showing that it's made a connection on 02 September 2016. 

Please can you let us know if you're still having trouble? 

[GJCSeaford]

@Rahim There's still no signal at my end. This was exactly the issue before and the only way it was cleared was to reset my SS from your end. Repeated resets that I have ride do not solve the problem. At present I have no signal to my phone.

[headjog]

Okay for everyone that have SS3 with lights that are normal - (i.e. red power light solid, two white lights solid) but have no signal on your phone.

Check out that you are on 3G/4G on your phone/device.

Mine had somehow changed to 2G and of course wasn't picking up the SS.

[Retired-EricChe]

@GJCSeaford

I've performed a re-sync on your Sure Signal from our side.

Please complete this by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

[GJCSeaford]

Took nearly 4 hours to connect but we now have service. Thank you for the support....

[Supertension]

Hi Rahim,

My serial number is 43162204739

I look forward to heaing from you.  I'm still having trouble.