Sure Signal not working - no lights

[jamesburchell79]

Hi, my sure signal 2 box has been working fine for months until a few days ago when I noticed I had no phone signal and neither light was on on the sure signal. I have since tried a factory reset numerous times and get nothing. All I have is the power light. This does not come under any of the links on the troubleshooting post. Please help!

[DaveCD]

Hi JillBurkinshaw,

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

DaveCD

[54527]

Hi Wayne,

Can you or one of your colleagues help/advise with my Sure Signal problem please?

Thanks,

Dave C

[Retired-Simon]

Hi 54527

Thanks for your post. Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Also, if you could post your Sure Signal serial number and details of the problem you're facing we'll be more than happy to help out.

Thanks

Simon 

[54527]

I have been without SS since last Wed 20th June. I know others have posted about SS in BH31. It may be nothing but noticed today work going on outside the local BT exchange and as my SS uses a TalkTalk router which uses a BT exchange well its food for thought.

Glad to hear from anyone around Verwood area. I am at my whits end and might as well cancel all three contracts as I cant use any of my mobile phones!

54527

[Retired-Simon]

Hi 54527

Thanks for the update. We'll be glad to help out, however we will need the info posted to us requested in my previous post to be able to assist further.

Once we have this information we'll be in a better position to offer advice.

Thanks

Simon

[jamesburchell79]

Thanks for the replies - 

Right - I've been through the troubleshooting list:

Wait 24 hours - its been not working for a few days at least now

Planned Maintenance - Can't see any

Sure Signal Registration - yes still registered

Physical connection - yes its connected and I get activity lights at the rear of the sure signal and on the router

Active internet connection - yes 

Reboot modem/router - done

Check IP address assigned - yes it is

Port-forwarding - UPnP enabled router and it has been working fine before

Factory reset - usually works but not any more. SS starts up with both lights flashing for a while and then just power light.

I'm using a Netgear DGN1000 router and my sure signal serial is: 40112853607

Hope you can help

[watsonroger]

Hi, sure signal was working but now fails with no lights showing, tried multiple sockets but still the same problem.

Please arrange shipment to your repair facility.  This device is for a business user and is required to be returned ASAP.

Sure Signal s/n 40134646393 - this was replacement unit a few months ago.

Regards

Roger

Update - 20th May '14.  Vodafone have arranged a replacement to be delivered 21st May, excellent service.

[Retired-Matt_B]

Hi watsonroger,

I'm pleased to see that a replacement has been ordered for you.

If you need any further assitance, let us know

Thanks,

Matt B

[dannyfarrar]

Hi

Similar to the people below after working perfectly well for a number of years, I returned from 10 days holiday to find my Sure signal V2 box not working there are no lights, not even a power light, though i have tried numerous plugs (that work with other devices) and different internet ports. Still no lights and there is no light on my router to show anything is connected to the port which the ether cable is plugged. No changes have been made to anything internet based.

Serial No: 40111005761.

I could understand all the L1 troubleshooting I have been provided on the phone, IF there was a power light on but if there is no power light then I would be very surprised if re-syncing will recover the signal. I would suspect that this box is broken. Unless you have any solutions?

Thanks

Danny

[Retired-Laura]

Hi dannyfarrar,

If your Vodafone Sure Signal is over 24 months old you’d need to buy a new Sure Signal here.

If it’s less than 24 months old It'll still be in warranty, so we’ll be able to send it off for repair.

See our repair process here.

Cheers,

Laura