Sure Signal apparently working but not aiding signal.

[JanetCooper]

Had my Sure signal for a couple of months and has worked well to date, apart from needing the odd reset for no apparant reason.

In the last couple of days however, the suresignal (v3) appears to be working and is connected, all lights white as usual etc, but the phones seem to be not seeing it and/or connecting.  This is the same with both my Galaxy Note and my husbands Nexus 4 so I don't think it is a Sim issue.Poor signal on phones and dropped calls etc, no 3g.

Boradband is fine and getting 15+Mbps download etc so plenty fast enough.

Serial number of the sure signal is 40131579027 and my ip address is 86.153.116.158

Many thanks.

[Jenny]

Hi JanetCooper,

Your Sure Signal looks fine and last connected this morning.

So that we can look into this further, please get back to us with the following:

Your speed test results from here.

Your ping test results from here.

The results of a traceroute.

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,

Jenny 

[JanetCooper]

Thanks Jenny, results as follows:

Speed test:

Ping 27ms, DL 16.85 Mbps, UL 5.79Mbps

Ping Test:

Ping 24ms, jitter 0ms, line quality B*

Trace result:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     4 ms     3 ms     3 ms  router.asus.com [192.168.1.1]

  2    15 ms    15 ms    15 ms  217.32.143.228

  3    15 ms    17 ms    15 ms  217.32.144.14

  4    18 ms    18 ms    18 ms  213.120.181.214

  5    17 ms    16 ms    16 ms  217.41.169.177

  6    17 ms    17 ms    17 ms  217.41.169.107

  7    16 ms    16 ms    16 ms  acc1-10GigE-10-3-0.sf.21cn-ipp.bt.net [109.159.2

51.97]

  8    27 ms    23 ms    24 ms  109.159.251.39

  9    23 ms    23 ms    22 ms  peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.2

54.136]

 10    25 ms    27 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    23 ms    23 ms    24 ms  85.205.116.2

 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.

[JanetCooper]

Just for further information on this. I've tried a different router and that behaves in exactly the same manner.

When making a call the "in use" light on the VSS is not coming on, it's just as if the handset isn't registered for the suresignal.

I have tried de-registering the re-registering the Nexus 4 and this makes no difference, also the handset on the main account which can;t be de-registered doesn't work either.

Faulty VSS?

[Retired-James]

Hi JanetCooper,

Thanks for getting back to us.

This is a strange one as it is setup and connecting to the server but it sounds like it’s not picking up the SIM ID’s for the phones you’re using.

Can you completely de register the Sure Signal and register this again after one hour to see if it will download a new profile and pick up the SIM’s again?

James

[JanetCooper · Accepted solution]

Hmm, I haven't de-registered the VSS but I have done a full factory reset on both the VSS and my Asus router and all is working again!! Most odd.

Thanks for all the help in any case.

[JanetCooper]

I take it back - not sorted at all.

New problem - so lights all ok on VSS and handset showing H+ and full signal......however, phone won't dial out, has no data and incoming calls go straight to answerphone.

I've done as asked and de-registered and re-registered the VSS an hour later.

This is the most frustrating device I've ever used, perfect when working but impossible when not.  Also I need to now switch it off as my phone is useless when it's connected to the VSS!!

Any chance of a refund? <seriously> as I feel it's not fit for purpose.  It's a long way short of plug and play and I can see why other mobile companies don;t sell them as readily as Vodafone! 

[Retired-Kay]

Hi JanetCooper, 

I can see you've re-registered the Sure Signal so I've now done a resync for you. Please do a reset to complete this process; 

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

If this doesn't help can you please try it at a different location so that we can rule out any fault with the device itself? 

Let us know how you get on, 

Kay

[JanetCooper]

Worked for a few hours on Wednesday and since then nothing!  Just flashing the internet light and won't connect at all despite several resets etc?

Really not impressed and have better things to do than muck around with this "not fit for purpose" device.

[Retired-James]

Hi JanetCooper,

Everything looks ok but its’ not connected to the server in a couple of days.

This can be down to a number of things, however can you confirm what light sequence you currently have on the Sure Signal?

I’ve re-synced the unit again to see if this will force a connection for you.

If this still doesn’t work, are you able to test this on a different internet connection at a friends or relatives house to rule out a setup problem?

James