Sure Signal not worked for months!

[FixmySS]

Version 1 Sure Signal has been a problem on and off since we installed it.  It stopped working months ago - I have tried everything but refuse to spend hours and hours reviewing pages and pages of threads on here and going into tons of detail on settings.  This is supposed to be a consumer product!

Power light is on, Internet Light (no 2) occasional flashes.

Router: Netgear D6200
SS ser no: 21197083799
ISP: Talk Talk

There has to be a better way of getting help and support than posting on a forum, knowing that it will take days to get anywhere.

[BandOfBrothers]

Have you tried speaking to Customer support on 191 ?

This eForum is predominantly a Customer to Customer help forum where we'll try to help everyone.

"Reset your Vodafone Sure Signal 1
Press and hold down the reset button until the lights flash once from top to bottom in sequence. This can take up to 30 seconds.
Take out the power cable for 5 seconds while still holding down the reset button.
Plug the power cable back in while still holding down the reset button.
Wait for the lights to flash once from top to bottom in sequence, - this can take up to 30 seconds. Then let go of the reset button.
You’ll know the Sure Signal is working when the first, second and fourth lights are lit. The third comes on when it’s being used.

If your box still isn’t functioning, check out our Sure Signal eForum or give us a ring free on 191 from a Vodafone mobile." From http://support.vodafone.co.uk/

I hope this resolves for you soon.

[FixmySS]

Thanks bandofbrothers - last time I used this forum it was Vodafone staff that came online to help.  I can't call 191 from home as signal so weak....hence the SS.

[Jenny]

Hi @FixmySS

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.

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

[FixmySS]

Jenny,

Thanks - what to do for a Mac pls?

This is ridiculously technical for a consumer product.

[Jenny]

Hi @FixmySS

I just Googled it to check, but this should help:

To Perform a Traceroute in Mac OS X:

1. Launch Network Utility.
2. Click Traceroute
3. Enter the domain name for which you want to perform a traceroute
4. Click Trace
5. Select the results, and then right-click and select Copy or press COMMAND+C to copy the text
6. Paste the text into a text editor (TextEdit, etc.) and save the file.

[FixmySS]

Thanks. What domain do I enter for No 3 above pls?

[Gemma]

*Edit*

@FixmySS - You need to enter: 212.183.133.177 for this.

[FixmySS]

I have just had fibre broadband enabled and now all 4 lights are lit for a while then they cycle through and then just power.....and  then later all 4....then they cycle and then just power...right now it is power and internet that are on. I cannot tell if it is working as I cannot change/add users (see below).

2 things in this forum post: (1) the trace route results (2) new issue about being unable to add users

(1) TRACE ROUTE RESULTS

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

1 192.168.1.1 (192.168.1.1) 0.949 ms 0.614 ms 0.549 ms

2 host-92-31-164-1.as13285.net (92.31.164.1) 6.311 ms 6.320 ms 6.150 ms

3 host-78-151-228-24.as13285.net (78.151.228.24) 8.943 ms 8.070 ms 7.970 ms

4 host-78-151-225-228.static.as13285.net (78.151.225.228) 8.162 ms 7.925 ms 7.262 ms

5 host-78-144-11-227.as13285.net (78.144.11.227) 8.475 ms 8.266 ms 8.942 ms

6 ldngw1.arcor-ip.net (195.66.224.209) 9.160 ms 51.945 ms 11.827 ms

7 85.205.0.93 (85.205.0.93) 9.944 ms 9.657 ms 9.740 ms

8 * * *

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25 * * *

(2) UNBLE TO ADD USERS TO SS

I go through all the process and then get a pop up:

Third party system error - provided xml input is invalid

This is such a terrible website - it hardly ever works.

How do I add users (myself - it is my phone I am trying to add!)

[cineriv]

Hi FixmySS,

Almost certainly your problem is the power supply that has failed .....  http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/SureSignal-1-flashing-but-not-working-possible-f...

If you require a power supply,  they are readily available at Amazon

or Ebay for around £10 delivered.

Good luck,

Mike.