Sure Signal Not Working

[Pete_N]

Hi

I have followed all troubleshooting steps and SS is still not working for all phones, it previously worked fine.

using Netgear Router and BT Broadband SS sno is 40112853292

Trace Route returns the following

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

  1   215 ms    25 ms     2 ms  192.168.0.1
  2    45 ms    43 ms    43 ms  213.123.108.250
  3    41 ms    41 ms    42 ms  213.123.108.161
  4    43 ms    42 ms    42 ms  213.1.69.98
  5    44 ms    42 ms    41 ms  31.55.165.103
  6    43 ms    42 ms    42 ms  31.55.165.209
  7    42 ms    42 ms    42 ms  31.55.165.109
  8    42 ms    42 ms    42 ms  acc2-10GigE-9-3-0.mr.21cn-ipp.bt.net [109.159.25
0.230]
  9    55 ms    50 ms    51 ms  109.159.250.150
 10    49 ms    69 ms    50 ms  peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.2
54.215]
 11    53 ms    73 ms    57 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 12    51 ms    51 ms    50 ms  85.205.116.2
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

Thanks

Pete

[allegoricus]

Hi Peter_N,

Does the Sure Signal unit still provide service to at least one of your phones?

TTYL,

Peter

[Pete_N]

Peter

None of the registered phones work

Pete

[Pete_N]

Hello

So what happens next please

Thanks

Pete

[Retired-Andy]

Hi Pete_N,  

Thanks for your post, I’ve checked our systems and can see your Sure Signal updated on Saturday, are you still experiencing issues? Can I also confirm that you’ve previously had no issues connecting? Are you able to try the Sure Signal on a different broadband connection? So that we can be sure the Sure Signal is up to date, I’ve just forced a resync for you now.

To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[Pete_N]

Andrew

Many thanks, have performed the factory reset, problem was still being experienced, I have had connectivity issues in the past but they have seemed to just be intermittent and always seem to resolve themselves. I haven't got another broadband connection to try, so will hope this reset works, will confirm back once reset has completed

Thanks

Pete

[Pete_N]

Hi Andrew

This does not seem to have worked, I have the red power light on and the system light on, but thats it

Any ideas please

Thanks

Pete

[allegoricus]

Hi Pete,

Is your unit a v2? Power and system lights illuminated should mean all is in order.

Try switching one of your phones in and out of flight mode. First time around that did it for me.

HTH,

Peter

[Pete_N]

Peter

Its a V2 unit and have tried the flight mode on/off and still no success, both iphones in the house show no service or very weak vodafone signal

Any other thoughts please

Pete

[allegoricus]

Pete,

Well, you can ignore that weak/no-service indication, which will be coming from (or not from) your nearest Vodafone cell mast. Much the same behaviour I was experiencing before I got my hands on the Sure Signal, and was infuriating.

With the Sure Sinal active, you should get a strong signal, subject to having typical structural features in your house. Rooms lined with foil-backed plasterboard can be a problem, as can medieval wall thicknesses. Either way, in the same room as the device, a phone would likely show a max-strength signal.

Clutching at straws, and as the VSS indicates that it's in a normal service state, have you tried de-registering your phones, waiting a while, and re-registering them?

TTYL,

Peter