Sure Signal Suspended

[StephHarms]

Hi can someone please advise me as i am new to the eForum and Sure signal

I have brought a sure signal box serial no.21222717296 i registered it online ok but had difficulty setting it up, i spoke to a vodafone advisor and they said it had been suspended due to lack of use- i had only registered it the day before. They reactivated it on Saturday then i received an email @04:23 sunday morning to say it had been suspended again. I spent another 55 minutes on the phone to them again on sunday yet again it was reinstated.i was told to wait 6 hours but @23:43 on sunday night it was suspended again.

How am i supposed to get it to work if it keeps getting suspended. I really wish i had not upgraded my phone recently as i think i would of been better off looking round for a network with better signal as i can no longer use my phone indoors,

Thanks for any help

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, 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
Moderator

[StephHarms]

Matt, Thanks for getting back to me, I have rebooted the Sure Signal v1 box and I just have the power button lite. There is a connection between the broadband hub and the sure signal.

The information you requested is :

SPEED TEST

Download 11024 Mbps

Upload Speed 1.14 Mbps

PING TEST

Ping 25ms

Jitter 3ms

IP ADDRESS

IP Address is 86.26.20.20

Your IPV6 Address is ::ffff:561a:1414

Sure Signal serial number: 21222717296

C:\Users\Steph>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    11 ms    12 ms    14 ms  cpc2-oxfd19-2-0-gw.4-3.cable.virginm.net [86.26.

20.1]

  2    13 ms    10 ms    10 ms  oxfd-core-2b-ae6-721.network.virginmedia.net [21

3.106.245.205]

  3    21 ms    15 ms    16 ms  brnt-bb-1c-ae4-0.network.virginmedia.net [213.10

6.244.69]

  4    56 ms    18 ms    14 ms  brnt-bb-2a-ae3-0.network.virginmedia.net [62.254

.42.101]

  5    31 ms    18 ms    27 ms  brhm-bb-2a-ae0-0.network.virginmedia.net [62.254

.42.58]

  6     *       17 ms    14 ms  brhm-bb-1c-ae0-0.network.virginmedia.net [62.254

.42.110]

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  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.

C:\Users\Steph>

I hope this info helps as I am getting so frustrated not being able to set this up

[Retired-Ian_]

Hi StephHarms,

Your IP address and other information is fine.

You haven't mentioned if the Sure Signal is new or second hand.

If it's new, please arrange a swap.

If you bought in a store, go back there. If you bought it online, or over the phone, call the team on 191 from a Vodafone, or call 03333 040 191 from any phone.

If it's second hand, I suggest contacting the seller about this.

Thanks,

Ian

[StephHarms]

Thank you for checking this out for me

The box was purchased secondhand so i will go back to the seller, Looks like im going to have to live with no signal and mobile at home.

[StephHarms]

Please can you arrange to deregister this box from my account

21222717296

Many Thanks

[Jenny]

Hi StephHarms,

If you’re the original owner, we can arrange this for you.

Take a look here for how to get in touch.

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

Alternatively the original owner will need to get in touch with us to get this sorted.

Thanks,

Jenny

[StephHarms]

Hi Jenny, I purchased the sure signal box secondhand but activated it on to my account. I wish to have it removed from my account please As i said it was secondhand so it is not possible for the original purchaser to request it be removed Many Thanks

[Sukhi]

Hi StephHarms,

As Jenny has mentioned above for security reason we're unable to do this, unless the original owner contacts us.

Thanks,

Sukhi