Sure Signal V3 not working, lights correct and numbers registered, this happens intermittently

[richardys]

I have a V3 box which has stopped working again.

This happens frequencly where it will work for days at a time and then stop working for days at a time.  

What makes it worse is that the correct lights are on and indicate its working but no 3G signal:

Power Light: Red

Internet Light: White

In Service Light: White

In Use Light: Off

I've have reset the unit by pressing the button and a factory reset (hold reset button for 30 seconds, unplug and plug back in till lights shown and let go of reset button).

Below are the results from tests.

Serial Number: 40133837795

Speed test result: 39ms (Ping) 3.28 Mbps (Download) 0.35 Mbps (Upload)

Ping test result: 58ms

External IP address: 83.137.231.250

Results of traceroute:

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

1 <1 ms <1 ms <1 ms 10.0.0.1
2 1 ms 1 ms 1 ms 83-137-231-249.sota.net.uk [83.137.231.249]
3 26 ms 27 ms 26 ms lns02.the.core.sota.net.uk [83.137.224.75]
4 29 ms 28 ms 28 ms sw01.b810.edge.sota.net.uk [83.137.224.85]
5 28 ms 27 ms 27 ms sw01.f25.edge.sota.net.uk [83.137.224.45]
6 30 ms 27 ms 28 ms rt01.f25.core.sota.net.uk [83.137.224.6]
7 29 ms 29 ms 28 ms 62.73.170.33
8 41 ms 29 ms 29 ms ae-15.r02.londen03.uk.bb.gin.ntt.net [129.250.3.30]
9 29 ms 28 ms 29 ms ae-0.cw.londen03.uk.bb.gin.ntt.net [129.250.66.46]
10 39 ms 51 ms 47 ms ae22-xcr1.lns.cw.net [195.2.30.61]
11 * * * Request timed out.
12 * * * Request timed out.

[richardys]

This has happened again, no signal yet the light show that everything is working OK.

[rwatkins24]

Hi My sure signal has just started doing the same thing... did you manage to resolve it .. Vodafone have you managed to solve this problem with your suresignal product ?

[richardys]

Seems to take up to 24 hours to resolve trying it with various resets.  Not sure how to resolve it.

[richardys]

This has happened again today, no signal yet the light show that everything is working OK.

[richardys]

Had no signal all day yesterday, nor any signal this morning.

[rwatkins24]

Vodafone..are you going to respond and offer a solution or fix the problem with your product/service ?

[Jenny]

Hi guys,

@richardys – I’m sorry to hear you’re still having problems.

Do you still see the same light sequence? If so, does your phone connect if you restart it?

@rwatkins24 - 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

1. On a PC:
2. Click on Start and select Run
3. Type CMD into the Run box and press enter/click ok
4. A black box will appear.
5. In this box type tracert 212.183.133.177 press Enter
6. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Jenny

[richardys]

After two days of not working, it has now started to work.

@Jenny Yes I was always seeing the correct lights (as shown on the first post), the problem isn't my phone needing to restart as we have multiple users here and no one had signal.  I also do a scan with my phone for the available networks and Vodafone was never shown.  Although I did try restarting my phone just in case.  This problem is very annoying as the device will work fine for days/weeks and then it wont work for 24/48 hours.  Is the unit faulty, does it need exchanging?

[Ben_H]

Hi @richardys ,

Thanks for the update.

Your speedtest results are on the cusp of the recommended 4.13Mbps download and 0.36Mbps upload for the service to work.

You may see intermittent connections when your bandwidth drops or if there are a lot of devices connected to your Wi-Fi at any point.

Your ISP will be able to discuss your speed options with you moving forward.

Cheers,

Ben

[richardys]

Hi Ben_H,

This isn't the issue as the speed has been at 8Mbps when this fault has occured.

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-V3-not-working-Lights-correct-and-nu...