SS worked for a while now, not working at all.

[StuBill]

I've had a Sure Signal for 48 hours, and I am overwhelmingly dissapointed !I am on BT infinity with a TP-Link router. The Sure Signal would not work out of the box, but having followed the troubleshooting guidelines (yes I follewed them) for ports and MTU, I managed to get a connection (even though the router support UPnP) It worked fine for about 6 hours, but then dropped out and wouldn't reconnect.

I rebooted the router and the SS, and connection made and worked fine again for about 12 hours before dropping out again (tries to re-connect several times then solid power light only).

Nothing on LAN or WAN setup has been changed from SS working to SS not working

I have tried all manner of router, infinity modem, and SS resets. I just doesn't work now.

I am happy to take some VF assistance before the SS is returned as not fit for purpose.

S/N : 40122423227

Thanks.

[nobby_uk]

Hi StuBill,

The BT infinity modems (Huwai) don't seem to be that reliable. I'm already on my 2nd after the first one died 3 days after I got infinity.

Glad your sorted.
I can still post my BT Infinity/HH3/TP-Link setup if anyone is interested.

[andystate]

Hi everone, i looks like I have a similar problem too.

Having read through a large number of similar threads I have collected some information which hopefully should help you find the cause of the problem.

My SS was working fine for over a year but now we've had no signal for a few days.

Ping Speed - 30ms

Download Speed - 2.90

Upload Speed - 0.65

IP address 176.251.158.170

Ping - 28ms

Microsoft Windows [Version 6.0.6002] Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Lindsay>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  SkyRouter.Home [192.168.0.1]  

2     *        *        *     Request timed out.  

3    33 ms    31 ms    31 ms  ip-84-38-37-56.easynet.co.uk [84.38.37.56]  

4    33 ms    32 ms    31 ms  te0-7-0-2.er11.thlon.ov.easynet.net [89.200.134. 173]  

5    29 ms    28 ms    27 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]  

6    53 ms    47 ms    46 ms  AMDGW1.arcor-ip.net [195.69.145.123]  

7    44 ms    47 ms    47 ms  92.79.213.137  

8    54 ms    55 ms    55 ms  85.205.116.2  

9     *        *        *     Request timed out.  

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.  

17     *        *        *     Request timed out.  

18     *        *        *     Request timed out.  

19     *        *        *     Request timed out.  

20     *        *        *     Request timed out.  

21     *        *        *     Request timed out.  

22     *        *        *     Request timed out.  

23     *        *        *     Request timed out.  

24     *        *        *     Request timed out.  

25     *        *        *     Request timed out.  

26     *        *        *     Request timed out.  

27     *        *        *     Request timed out.  

28     *        *        *     Request timed out.  

29     *        *        *     Request timed out.  

30     *        *        *     Request timed out.

Trace complete.

Ive also reset my sure signal device and router already however there's no change.

Hope you can help

[Retired-Andy]

Hi andystate,

Thanks for the information you’ve posted. I’ve checked your IP and it’s showing on our whitelist so no problems there. Apart from hop 2, everything is fine with your traceroute.

To allow us to do some more investigation, can you post your Sure Signal serial number please?

Thanks

Andrew

[andystate]

Hi,

Thanks for checking

The serial number is 40113852434

Also when I checked tonight both lights are off and now I just have a power light on.

Thanks

[Retired-James]

Hi Andystate,

I must admit that this is a strange one as everything looks fine although the Sure Signal hasn’t connected to the server sin 17 March at 16:31.

To try and give this the kick it needs I have re-synced the Sure Signal for you.

If this still doesn’t work after one hour, I would try de-registering and re-registering the Sure Signal to see if this renews everything in the Sure Signal profile.

Give this a go and let me know how you get on.

James

[andystate]

Hi James,

I've de-registered and re-registered the sure signal .

On my modem I can see that sometimes the port signal light flashes as if its recognising that the sure signal is there and then at other times it remains off indicating that nothing is connected when really it is.

I hope this making sense, do u think this could be related to why the server sometimes can see the signal and other times it can't.

I don't have any problem with my wifi so I can only think that the sure signal coul be faulty?

[Retired-Lee]

Hi andystate,

The best way to test if the VSS is faulty or not would be to try it on another connection. Would you be able to see what happens at a friend or relative's house at all?

Thanks,

LeeH

[andystate]

Hi LeeH,

That won't be possible I'm afraid.

Ultimately my router has not changed in over a year. I've successfully added a SONOS wifi bridge with no problems at all to my broadband. So i don't think any new settings changes or the like is actually the cause 

Its my feeling that the SS is now faulty, this issue has been ongoing for over a fortnight and my skills as an IT programmer are lacking so for me I'd like to try a different SS box as soon as possible.

Can you organise this for me?

Thanks

[Retired-Andy]

Hi andystate,

There are two options for getting your Sure Signal repaired. Depending on which is more convenient for you, you can either take it to a Vodafone store and they’ll send it off for you or, alternatively, we can arrange it. You can get more information on the repair process here.

If you’d like us to get in touch to arrange the repair, then we’ll need to access your account. To allow us to do so, I’ve just sent you a PM.

You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.

If you can follow the details in the PM, we’ll be in touch as soon as we can.

Thanks

Andrew