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

[anniemad]

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Anne>tracert 212.183.133.177
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 1 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 31 ms 10 ms 10 ms 217.32.145.8
3 9 ms 10 ms 12 ms 217.32.145.62
4 15 ms 15 ms 16 ms 212.140.235.202
5 19 ms 15 ms 18 ms 213.120.180.175
6 16 ms 16 ms 16 ms 213.120.179.83
7 348 ms 465 ms 471 ms acc2-10GigE-3-2-0.sf.21cn-ipp.bt.net [109.159.25
1.217]
8 366 ms * 40 ms core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.2
51.137]
9 23 ms 23 ms 22 ms peer6-te0-9-0-5.telehouse.ukcore.bt.net [109.159
.255.107]
10 19 ms 20 ms 20 ms 166-49-211-230.eu.bt.net [166.49.211.230]
11 20 ms 21 ms 21 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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\Anne>

[anniemad]

Hi
It's really fustrating we are not getting anywhere, are you? Some one must know what has happened, like you nothing has changed our end.

[anniemad]

All info required has now been posted please can you look into this as still not working? Thanks

[Hamster_tango]

They got ours working, hope you get yours working too!
I phoned them yesterday and they'd sent something up the line to fix it but because I'd unplugged one of the SS's (as part of the troubleshooting I followed from the previous call) it didn't get through.
The advisor spoke to...I think they were called the 3rd party line team. Might be worth calling them if yours is still not fixed.

[Rahim]

@anniemad I've had a look at your Sure Signal via the serial number you've given, and can see your device is showing that a connection was made on 31 August 2016. 

Please can you let us know if you're still having trouble? 

@gazzalj Both your Sure Signal devices were showing that they hadn't made contact with our system in a long period of time, therefore causing them to both lose connection. 

I've resynced both your devices to resolve this issue. Please allow up to 6 hours for them to both start working again. 

@Hamster_tango We're glad to hear that you're up and running again! Thanks for letting us know. 

[gazzalj]

Hi,

The signal boxes have been left for well over 6 hours as instructed and they are still not working.

Thanks

[Rahim]

@anniemad Please accept our apoloigies for the amount of time it's taking to resolve your issue.

We've identified a configuration issue with your Vodafone Sure Signal, which is currently being worked on. Once the issue is resolved you'll be updated with a text message, and the device will start working again.

@gazzalj I've had a look at both of your Vodafone Sure Signal's and can see the resync didn't have any impact on either of your devices.

You'll need to manually reset both your devices to resolve the issue.

[gazzalj]

Hi i manually rest these on Friday as instructed but returned from the weekend and they are still not working.

Please advise next instruction.

[anniemad]

Still not working, tech team tried two restarts but now it has been escalated? It's nearly 3 weeks now and still not resolved 😟

[anniemad]

Thanks Rahim hopefully it will work soon? If not could vodaphone just send me a replacement as £70 not a lot to a big company like vodaphone and we have had no signal now for 3 weeks?