Sure Signal been offline for 4 days

[Adcjen]

Hi

I woundered if there was any vodafone staff around that can help me with my sure signal .

its been of line now for 4 days .

I have tried

• unpluging and pluging back in
• reseting the device
• puting into a DMZ on my router.

power light is on and the first light is just flashing , I have check the logs on the router nd the packets look to be geting out.

last time this happened I phoned vodafone and the next day as if by magic it started working again.

I have phoed vodafone 3 times to day but been cut off while transfering.

model=9361 home cell p3.0

serial no=40130418003

thanks

[Retired-Matt_Vo]

Hi

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.

Thanks

Matt
Moderator

[Adcjen]

Your speed test results from here.
100mb down 12.5 up
Your ping test results from here.
ping 15ms
Your external IP address from here.
82.15.15.102
The results of a 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  routerlogin.net [192.168.0.1]
  2     *        *        *     Request timed out.
  3    15 ms    14 ms    16 ms  nott-core-2b-xe-200-0.network.virginmedia.net
1.109.167.253]
  4    15 ms    18 ms    15 ms  nrth-bb-2a-ae6-0.network.virginmedia.net [62.2
.42.77]
  5    23 ms    47 ms    45 ms  popl-bb-2a-ae0-0.network.virginmedia.net [62.2
.42.70]
  6    17 ms    15 ms    16 ms  popl-bb-1c-ae0-0.network.virginmedia.net [62.2
.42.94]
  7    15 ms    15 ms    15 ms  xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]
  8    17 ms    16 ms    17 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  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.

Your Sure Signal serial number:

 40130418003

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

[Retired-Matt_B]

Hi Adcjen,

Everything looks fine with the results you've posted.

I've processed a resync of your Sure Signal from this end. To complete the process, you'll need to perform a reset of the Sure Signal.

Thanks,

Matt B

[Adcjen]

Same problem 

Reset the device few times now left it few days still same issue.

i check the network and I can see the packets for the sure signal going though the router around 10.15Kbs every 5 secounds or so.

thanks 

[Sukhi]

Hi Adcjen

Please test the Sure Signal at a different location, maybe around a friend’s house. This will help establish if the issue lies with the SS or your ISP.

Thanks

Sukhi

[Adcjen]

I plug it in at a friends house for an hour and it did the same thing.

red light on and the first light flashing slowly for about 15 secounds then gos of and repeat 

I have hold the reset button for 10 mins waited for the lights to go out and pres the reset button again once to bring it back on. again

thanks 

[Retired-Matt_B]

Hi Adcjen,

As the Sure Signal hasn't worked in an alternative location, it's extremely likely that there's a fault with it.

If the Sure Signal is under two years old, you'll need to arrange a repair.

Any Sure Signal that is over two years old, will not be covered under the warranty and you'll need to purchase a new one.

Thanks,

Matt B

[Adcjen]

Aftter long Friday with support the device now back on , as if by magic.

Support said if it dose looking at the recordes it needs a firmware update pushing to it?

can this be done please ?

also only one phone out of three that are registered with it are working on the sure signal , any thing be done about this?

I have un registered them and add back . Waitied 24 hours but they still dont work only the primery number that the sure signal reistered to.

thanks 

[Gemma]

Hi Adcjen,

Sure Signal number 40130418003 is showing the latest firmware.

Please remove both numbers again and if possible wait 24 hours before re-registering.

Once you’ve done this please perform a factory reset:

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Thanks,

Gemma