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Solution

Sure Signal Lights on but not functioning

HARRYO1
4: Newbie

‎15-12-2015 06:00 PM

Hello,

My 18 month old Sure Signal today produced no signal for my mobile (it was ok yesterday).  Both it and the BT Router have rebooted and the two lights on the SS, as well as the steady red one, are Internet and In Use.  The broadband download speed to the router is 7.8Mbps.  I have asked the technical support staff by phone but after some 28 mins on hold, I must admit I gave up.  I would be grateful if anyone knows of a fix.  Thank you

0 Thanks
17 REPLIES 17

drey_p
16: Advanced member
16: Advanced member

‎15-12-2015 06:07 PM

Hi there

Please go through the Sure Signal Troubleshooting thread as this may help you to resolve your issue.  It has links to the key things you can do to try and resolve the issue you are experiencing

PWIAC

HARRYO1
4: Newbie
In response to drey_p

‎15-12-2015 06:20 PM

 

 Hi,

I hope that this is sufficient information, as a follow up to my earlier request for help.  Thank you

 

No signal from SS

 

Red Bar, White Internet and In Use (all steady)


Your speed test Ping 47ms

Download 4.86; Upload 0.35

External IP 81.135.24.146

 

Your Sure Signal serial number:40140920931

   

Traceroute:

 
Tracing route to 212.183.133.177 over a maximum of 30 hops
 
  1    17 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    41 ms    40 ms    41 ms  217.47.249.122
  3    65 ms    39 ms    39 ms  217.47.249.193
  4    40 ms    40 ms    40 ms  213.1.69.14
  5    40 ms    41 ms    40 ms  31.55.164.102
  6    40 ms    40 ms    40 ms  31.55.164.41
  7    41 ms    41 ms    40 ms  31.55.164.107
  8    40 ms    41 ms    40 ms  acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.114]
  9    46 ms    46 ms    45 ms  core1-te0-3-0-2.ealing.ukcore.bt.net [109.159.248.16]
 10    47 ms    47 ms    46 ms  peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.100]
 11    50 ms    50 ms    50 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    50 ms    50 ms    50 ms  85.205.0.93
 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.
 
0 Thanks

HARRYO1
4: Newbie

‎16-12-2015 02:36 PM

 Hi,

I hope that this is sufficient information, as a follow up to my earlier request for help.  Thank you

 

No signal from SS (worked ok until 15 /12/15)

 

Red Bar, White Internet and In Use (all steady)


Your speed test Ping 47ms

Download 4.86; Upload 0.35

External IP 81.135.24.146

 

Your Sure Signal serial number:40140920931

   

Traceroute:

 
Tracing route to 212.183.133.177 over a maximum of 30 hops
 
  1    17 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    41 ms    40 ms    41 ms  217.47.249.122
  3    65 ms    39 ms    39 ms  217.47.249.193
  4    40 ms    40 ms    40 ms  213.1.69.14
  5    40 ms    41 ms    40 ms  31.55.164.102
  6    40 ms    40 ms    40 ms  31.55.164.41
  7    41 ms    41 ms    40 ms  31.55.164.107
  8    40 ms    41 ms    40 ms  acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.248.114]
  9    46 ms    46 ms    45 ms  core1-te0-3-0-2.ealing.ukcore.bt.net [109.159.248.16]
 10    47 ms    47 ms    46 ms  peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.254.100]
 11    50 ms    50 ms    50 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    50 ms    50 ms    50 ms  85.205.0.93
 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.
0 Thanks

HARRYO1
4: Newbie
In response to HARRYO1

‎17-12-2015 07:04 PM

Since my last post, I initiated an on line chat with customer support. In fact I had two as the first one was ended by the "system" whilst the chat operator was seeking technical advice!  The second call resulted in a reset by Vodafone, but having waited for more than the advised one hour before plugging in the SS, I still have no signal. I am at a loss as to what to do next. I did see that there were several others who experienced SS signal losses around the same time which makes me wonder if there is something amiss? Is there a way to get technical support more involved, pretty please?

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to HARRYO1

‎18-12-2015 10:46 AM

@HARRYO1

 

The light sequence indicates it's running and in use.

 

Everything else posted looks normal too, so a bit of trial and error is required. Please try the following:

 

  • The first thing to check is that the update on your router hasn't enabled the Smart Setup in the settings.
  • Restart your phones whilst in range of the Sure Signal.
  • Deregister the Sure Signal and after an hour or so reregister.
  • If you're still unable to connect, please try the Sure Signal at another location such as a friend or family members (preferably with a different ISP).

 

0 Thanks

HARRYO1
4: Newbie

‎18-12-2015 12:53 PM

Thank you so much for the help. I will do as you suggest!  I now realise that I told a lie - the two  White lights which are on are the first two from the left (I think,  Internet and the one with the bars). The in use light (the one on the far right) doesn't now show.  

 

 

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to HARRYO1

‎18-12-2015 04:06 PM

@HARRYO1

 

The lights indicate all is working.

 

Let us know if there's a change in the lights once you've followed the steps..

0 Thanks

HARRYO1
4: Newbie

‎20-12-2015 05:25 PM

Sorry to say that, despite following all the steps (including setting it up at a friend's house and de/reregistering it there) there is no change with the lights continuing to indicate that it is ok. I hesitate to say so but it seems that the unit might be faulty but would appreciate your further advice, please.

Thank you

0 Thanks

Retired-Wayne
Moderator (Retired)
Moderator (Retired)
In response to HARRYO1

‎20-12-2015 05:51 PM

@HARRYO1

 

Do you definitely have 3G switched on, on your phone?

 

Does it provide any signal to any other registered device?

 

What was the outcome of you setting it up and your friends house?

0 Thanks