Sure Signal V3 not working for over a week

[monty_gs]

Hi,

I recently upgraded from a V1 to a V3 and all was working well until just over a week ago when I lost service.  I have reset, re-registered, unplugged for a period of time etc and all to no avail.

I have the solid red power light and the next light is pulsing white and nothing else.  I have done the tests as requested...

Serial number: 43161690581

Download speed: 17.82

Upload speed: 2.00

ISP is Talktalk

Traceroute output:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 11 ms <1 ms <1 ms 192.168.1.1
2 6 ms 6 ms 6 ms 79-77-64-1.dynamic.dsl.as9105.com [79.77.64.1]
3 7 ms 7 ms 7 ms host-78-151-224-29.as13285.net [78.151.224.29]
4 8 ms 7 ms 7 ms host-78-151-238-28.as13285.net [78.151.238.28]
5 8 ms 8 ms 8 ms host-78-144-13-151.as13285.net [78.144.13.151]
6 7 ms 8 ms 8 ms host-78-144-0-124.as13285.net [78.144.0.124]
7 8 ms 7 ms 7 ms ae10-xcr1.hex.cw.net [195.2.23.141]
8 9 ms 8 ms * ae18-xcr1.lnd.cw.net [195.2.24.157]
9 9 ms 8 ms 8 ms ae15-xcr1.lns.cw.net [195.2.30.114]
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.

Please can someone offer me some assistance with this?  I use the Sure Signal for work and personal calls and it is having a serious impact on me as I live in a proper notspot.

Many thanks,

Matt

[MarkMacB]

By the look of it Vodafone Tech support have given up!

the issues we are having seem to be happening quite a lot therfore you would expect some assistance in getting the issue resolved.

Would someone be able to advise why our sure signals that worked absolutely fine suddenly stop working... my next point will be requesting a refund as the equipment is faulty.

So fed up with this poor equipment and no assistance.

[anniemad]

I agree I don't think they will admit they can't resolve the issue for us all, they could send us a new device each to try? I think we should all go to the media.

[willcoc]

I spoke to customer services who saw my device had dropped aand they RE synced it. May be worth a try. Takes around 24 hrs. Mine is working again now.

[gazzalj]

Hi,

I had a message after a few attempts to resolve my issue and the last one was to manually reset my devices. This has been done over a week ago now and they are still not working, can you kindly advise what the next course of action is?

[Retired-EricChe]

@gazzalj

Apologies for the delay in getting back to you.

I've performed a re-sync on both of your Sure Signals again this morning. Please leave them for up to 6 hours, and then reset each of them again using the following steps;

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

[Retired-EricChe]

@willcoc

Glad to hear you're up and running now.

If you need any help in the future, just let us know.

[anniemad]

I agree we have all been so patient can we all raise an official complaint please vodaphone? Please send us the details to do this please.

[monty_gs]

Well the escalation has led to...

Absolutely nothing. No contact, no updates and no difference. Solid power light and pulsing internet light.

This is ridiculous. I cannot even log in to my online account to make sue registration is ok as they send a text with a code... but I HAVE NO SIGNAL SO CANNOT RECEIVE IT!!!!!

I have now missed text messages about social, business and medical appointments and I would like to take this up formally with Vodafone as well as desperately hoping for a technical resolution.

The good news is that BBC Watchdog are back on air soon and looking for stories via their Facebook page.  May be worth at least flagging it with them to see how many people are having issues...

Matt

[StephenManister]

So far only a weekend of not having Suresignal operating. It is intermittent at the best of times. I have reset three times and the lights are as they should be.. Still nothing. 

Can this be looked at remotely back at Vodafone? 

[Retired-EricChe]

@StephenManister

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.