SS Has Stopped Working - TRIED EVERYTHING!!!!

[followbox]

Hi,

After using the SS for around a month and losing connectivity every few days, its finally stopped working altogether. 

Tried EVERYTHING suggested on here (and lets be honest, most of it is straight out of THE IT CROWD, telling you to turn the machine off and on again) to no avail. 

Just like OneNet, Sure Signal is yet another flawed Vodafone product. 

Tried calling customer services today (Sunday) and you were shut. Excellent. 

Went into store; they knew nothing about it other than how to process a sale. 

Any more 'ideas', before I write off the £100 we spent on it?

Dan

[Retired-Ian_]

Hi followbox,

Thanks for your post.

There could be any number of reasons why the Sure Signal is losing connectivity. 

Matt from the team replied to your first post here.

We haven't heard back from you with the information requested, so we've not been able to help.

You do have 7 days after getting the Sure Signal to decide if you want to keep it.

If you'd like us to look into this, take a look at our Sure Signal Troubleshooting thread.

If this doesn’t resolve your query, please post your reply below.

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

Ian

[followbox]

Hi Ian,

Thanks for your reply. 

In all honesty, what is a traceroute going to assist with here? The lights on the device are fine, the router is working fine (nothing else is having trouble connecting) and I've de-registered/re-registered the unit.

The first time round, the problem rectified itself. This is a seperate issue, and the first time I've reported it here. 

7 days has elapsed (obviously).

In a nutshell, I've tried everything on here. I don't see what a traceroute is going to reveal; the issue is with Vodafone, because it worked and now it doesnt without anything changing within our network setup. 

Rather than putting the spotlight on the customer, why doesn't someone check the Vodafone system? 

[followbox]

For the sake of argument, here is all the information you've asked for:

Speedtest: 53.21 Down, 3.10 Up

Ping: 10ms

External IP: 82.11.169.41

SS Serial: 40134701131

SS Status: ACTIVE

Traceroute Result - See below:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  routerlogin.net (192.168.0.1)  1.561 ms  1.053 ms  1.011 ms

 2  cpc5-ely06-2-0-gw.5-1.cable.virginm.net (82.11.168.1)  178.493 ms  241.903 ms  147.704 ms

 3  cdif-core-2a-ae3-2998.network.virginmedia.net (62.252.57.45)  9.963 ms  15.928 ms  13.589 ms

 4  cdif-core-2b-ae1-0.network.virginmedia.net (62.254.253.254)  10.085 ms  9.254 ms  10.239 ms

 5  brnt-bb-1a-ae16-0.network.virginmedia.net (62.253.174.85)  17.458 ms  13.779 ms  38.139 ms

 6  brnt-bb-1c-ae0-0.network.virginmedia.net (62.253.174.30)  15.981 ms  13.208 ms  14.302 ms

 7  195.2.9.149 (195.2.9.149)  13.854 ms  12.843 ms  14.390 ms

 8  ae15-xcr1.lns.cw.net (195.2.30.114)  13.738 ms  16.393 ms  14.048 ms

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[Retired-Andy]

Hi followbox,

Your speed test, ping test and traceroute are fine.

Your IP address is on our whitelist, so no problems there either.

The reason we ask for a traceroute is so that we can confirm that a connection is being made with our servers.

I’ve spoken with our technical support team and they’re going to process a full factory reset from their side.

They’ll also do some additional processes as well.

These can take up to 24 hours to go through so, during this time, don’t reset or unplug the device.

Let me know how you get on.

Cheers,

Andy

[followbox]

Thanks Andy.

It's actually working now, but what frustrates me is that nothing has chaged our end. It's purely your end, so why do we need to get in touch with you? Can't you just make sure you contact everyone using a Sure Signal and let them know? 

I guess what I'm trying to say is that Vodafone need to be more pro-active in sorting the issues, without customers having to do all the legwork. 

Dan

[Retired-Dave]

Hi followbox,

There hasn't been an issue with the Sure Signal system. I have one myself and it's been working normally.

The technical team pushed through a software update for you. It sounds like this may have sorted things.

This should have been picked up automatically when you reset the Sure Signal box. Apologies that it was not.

If for any reason you lose connection in future, please let us know and we'll check things from this end.

Dave

[followbox]

So the problem was not within the Sure Signal system? It was entirely my fault, yet you were the ones who were able to rectify it?

Apologies for my curt response, but "There hasn't been an issue with the Sure Signal system" just isn't true. 

[Retired-Andy]

Hi followbox,

If there was a wider issue with the Sure Signal service, we’d be seeing more posts about it on the forum.

Although the unit wasn’t working for you, our systems were showing that it was connecting to our servers.

In cases such as these, a factory reset from our side can kick your device back into life.

I’m glad to see that everything is now up and running for you.

Cheers,

Andy

[mikemarchment]

MY SIGNAL 1 BOX HAS SAME PROBLEM

IVE BEEN IN TOUCH WITH HELP LINE AND DONE ALL THE RESETS

WHY CANT YOU SORT THIS FROM YOUR END EACH TOIME AND STOP TELLING PEOPLE ITS THEIR PROBLEM

OUT ALSO DONT RELY ON FORUM TO INDICATE PROBLEM NUMBERS MOST SANE PEOPLE WOULD GIVE UP TRYING TO REGISTER ON THIS FORUM AFTER THE FIRST TIME TRYING AND BEING ASKED TO RESUBMIT OR TYPE IN COMPLETELY UNREADABLE VERIFICATION NAMES