SS V1 ''suspended as the result of inactivity' overnight when still being used the previous day

[ptardrew]

I've had a SureSignal from new up and running since March 2012. I received an e-mail from Vodafone to confirm that it had been 'suspended as the result of inactivity' overnight last Thu/Fri, even though I had been using it on Thursday. I can only speculate why this has happened but, almost a week later and after 3 support calls and 6 factory resets it's still disabled. It's possible that it may have been suspended because I initially registered it and managed it via a personal PAYG device and online account.I no longer use that particular PAYG device and my online account appears to have been largely disabled, probably because that number has itself been disabled. However, I use a business phone through that SureSignal device on a daily basis too so the fact that it's been disabled is causing me immense problems. I've had a myriad of differing advice from the various support calls including :- o "Version 1 models are out of warranty. You'll need to buy a newer model" o "It's enabled now but you'll need to obtain a static IP address from your ISP" o "It'll be be reconnected within the next hour" None of this has helped. How do we get this resolved?

[Retired-Matt_B]

Hi @ptardrew, 

Please post your reply below 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,

Matt B

[ptardrew]

Hi Matt,

Thanks for picking up this challenging incident on my behalf. the information you've requested is included below.

Speedtest results:-

            Download=12.96Mbps, Upload=0.36Mbps

Pingtest results:-

            Line Quality=B* (MOS=4.22)

            Ping=28ms

            Jitter=1ms

Tracert results :-

C:\> tracert 212.183.133.177

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

1 <1 ms 1 ms 1 ms 192.168.1.1
2 21 ms 24 ms 22 ms esr5.ilford5.broadband.bt.net [217.47.23.144]
3 22 ms 23 ms 22 ms 217.47.23.13
4 40 ms 24 ms 23 ms 213.1.67.70
5 24 ms 38 ms 24 ms 87.237.20.138
6 26 ms 25 ms 26 ms 87.237.20.32
7 31 ms 29 ms 38 ms 80.157.131.29
8 39 ms 39 ms 39 ms 87.190.232.58
9 41 ms 40 ms 40 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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.

Public IP Address=95.146.244.21

SureSignal Serial Number=21230725398

I look forward to hearing from you,

Pete

[ptardrew]

Matt,

Have you yet been able to deduce anything from the test results posted earlier in the week ? 

[Retired-Sarah]

Hi @ptardrew 

I’ve looked into this and can confirm your Sure Signal is showing as active and not in a suspended state.

The last contact with us was on 03 December 2014 at 21:26.

Please can you perform the following:

• 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,

Sarah

[ptardrew]

Sarah,

I've followed your instructions to the letter and .... there's no change at this end. Light 1 is on solid, Light 2 flashes occasionally. Both Ethernet LEDs flash regularly...

Pete 

[Retired-Matt_B]

Hi @ptardrew,

So that we can look into this further, see here for how to get in touch.

We'll then be able to deregister the Sure Signal and re-register it for you.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

Thanks,

Matt B

[ptardrew]

Matt,

Your last post makes no sense to me at all. You've included a link which allows me to post messages to this forum - something which I'm evidently doing already. If you think now that the solution to my problem is to de-register and re-register the SureSignsl device then .. fine .. but what additional information do you need from me to do that ?

[DaveCD]

@ptardrew 

The link Matt provided contains the instructions on how to contact our team directly. Once we've received your details and passed security we'll be able to progress with your query.

The details required to do this will be covered during the security process.

I've sent the link again for you to follow here. 

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

DaveCD