Sure Signal V3 - No lights

[lmalone007]

Hi,

My sure signal v3 has stopped working.

I've had it unplugged from the wall for about 1 month, when it was last working fine.

I've now gone back to plug it back in again, and it has goes an ethernet cable plugged into it and that into my broadband hub (the same as how it was when it was working fine).

However, there are no lights coming on the unit (not even the power light).

Power does seem to be going through the unit, and when i plug in something into the front plug of the unit, that works fine.

The model number is "9361 Home Cell p3.0".

Part number is "3JR09113ABBA".

Serial Number is "40123648749".

Can someone please help.

I've tried holding down the reset button for up to 1 minute when plugged into teh wall, but nothing is happening when i do that.

Is the unit dead, and if so, can i get it replaced?

Thanks,
Liam

[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

[lmalone007]

Hi Matt,

Thanks for the response.

Here are the results of the tests you've asked for,

Speedtest: 

Down: 17.01Mbps

Up: 0.41Mbps

Ping Test: 

http://www.pingtest.net/result/94140823.png

IP Address:

IP Address: 37.26.89.59

IPv6 address: ::ffff:251a:593b

Tracert test:

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

1 57 ms 60 ms 58 ms 172.16.5.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
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 *

The Serial number is above in the original email,

Let me know if all this looks ok.

Thanks,
Liam

[Sukhi]

Hi Imalone007

Your Sure Signal is showing a 'deregistered' state, it last connected to our servers on the 07/02/2014. Can you make sure it's been registered?

The IP address is also showing as invalid, can you double check this also?

Thanks

Sukhi

[lmalone007]

Hi Sukhi.

Thanks for this.

I was connected to a VPN for my company when i did the earlier test, i've disconnected from the VPN now, and when i check it now using the below URL, i get "86.180.63.38".

http://www.whatsmyip.net/

That would be correct, i last had the SureSignal plugged in about 1 month ago.

So how do i re-register it?

It was originally registered under my wifes Vodafone personal account, but a year ago she changed her contract from Vodafone to someone else, and as a result, Vodafone deregistered her account. How do i now go about re-registering my sure signal, if that's what's needed.

The phone i want to use the suresignal with is a work mobile, so a business account. and your website doesn't allow me to create an account myself for a business number the last time i tried.

Thanks,
Liam

[lmalone007]

Hi,

I've since found out that i can register my suresignal under my vodafone business account.

I have created a new vodafone business account, and and currently trying to register my suresignal under that, so i will try this and let you know if it works once i register it.

Thanks,

Liam

[lmalone007]

Hi,

I have now been able to register my Sure Signal under my New Vodafone Account i've just created.

I can see it registered from "My Vodafone" online account, with a date of registration as "03/03/2014 15:11:27".

However there are still no lights on the unit.

There is no power light still coming on.

There is (and always has been) flashing data transfer lights at the bottom where the modem cable is plugged into my broadband router.

Can you please advise on next steps,
Thanks,
Liam

[Sukhi]

Hi Imalone007

Thanks for coming back to us.

This is now showing as being registered.

As there is no power light, can you make sure it's been plugged in right? Possibly try a different socket? If it still does no come on the Sure Signal may be faulty.

If it's under 2 year old we can offer you a repair, if it's older than this then I'm afraid you would need to buy a new one.

Thanks

Sukhi

[lmalone007]

OK, thanks Sukhi.

I've tried a few different sockets, so it's not that.

I can only pressume it's faulty.

I'll look to getting it sent in for repair, as it's only just over 1 year old, and should be under warranty.

Thanks,
Liam