Sure Signal V3 Not Working

[Opaltine]

Hi,

My Vodaphone Suresignal has stopped working yesterday after many months of being fine.  It just sits on the red solid light and the first white light flashing.  I have tried a reset but the lights will not flash even when I hold it down for 30secs.  If it turn it off it just comes back on with the 1st white light flashing:

Serial: 42144734599

Speed: 62.01

Ping: 11ms

IP: 86.161.58.153

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  bthub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        9 ms     9 ms  31.55.186.177
  4    10 ms     9 ms     9 ms  31.55.186.184
  5     9 ms     9 ms     9 ms  195.99.127.58
  6    11 ms    12 ms    13 ms  host213-121-193-183.ukcore.bt.net [213.121.193.1
83]
  7     9 ms     9 ms     9 ms  t2c3-et-7-3-0-0.uk-lon1.eu.bt.net [166.49.211.23
0]
  8     9 ms     9 ms     9 ms  166-49-211-254.eu.bt.net [166.49.211.254]
  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.

[Becca_P]

@Opaltine

Thanks for providing us with your Sure Signal information.

After looking into the light sequence you've explained, this insinuates that the device is initialising. This can take up to 6 hours to complete.

If you're still having issues after this time, as you've mentioned you own a BT Home Hub, we'd suggest ensuring the Smart Setup setting on your hub is disabled.

[Opaltine]

Yep its been flashing for over 48hrs.  So its definitley not initailising successfully.

It has worked previously for months, nothing has changed with the BT home hub settings.

[Rahim]

@Opaltine I've taken a look at your serial number and can see that your Sure Signal has recently made a successful connection on our server on 17 February 2017. 

Let us know if you're still experiencing issues. 

[Opaltine]

Yes exactly the same status.  Red light on...1st white light flashes constantly and has been for three days.  Holding the reset button down for 30secs does nothing.  Unplugging it does nothing - it just returns to the same status.

[Becca_P]

@Opaltine

To fix the issue I've peformed a resync from our end. Please allow six hours before resetting your Sure Signal.

If the problem persists, please let us know. 

[Opaltine]

That has indeed fixed it!

Thank you my Vodpahone tech beauties

[Opaltine]

Unfortunatley a false dawn, as today the Sure Signal box has once agin returned to its status of a solid red light and a flashing white 1st light.  Trying to connect but unable to.

Can you please do what you did before to force it to connect please.  Dont really understand why this problem has just started after so many months working fine.

[Amanda]

Hi @Opaltine

Thanks for getting back to us. I've synced it from our side again.

Please allow 6 hours before resetting your Sure Signal. 

If you need any further help, please let us know. 

Thanks, 

[Opaltine]

Hi,

No luck this end.  Still trying to connect indefintley and I cant reset it with 5secs, 10secs button.  If I unplug it, it just goes back to trying to connect when I turn it back on.