Sure Signal not working on return from 2 weeks holiday

[monadh]

Tried resetting but still not working.

Lights:  Red led flashing 2nd led blank, 3rd and 4th led amber

Speed: 70.90 Mb/s

IP: 80.229.34.201

Ser No: 42153823721

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    21 ms    23 ms    20 ms  lo0-central10.pcl-ag06.plus.net [195.166.128.187]
  3    20 ms    20 ms    20 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.180]
  4    21 ms    20 ms    20 ms  xe-10-3-0.pcl-cr01.plus.net [212.159.0.212]
  5    21 ms    21 ms    22 ms  195.99.126.96
  6    21 ms    22 ms    21 ms  core4-te0-0-0-26.faraday.ukcore.bt.net [109.159.249.57]
  7    22 ms    22 ms    21 ms  peer6-BE8.telehouse.ukcore.bt.net [213.121.193.183]
  8    22 ms    22 ms    22 ms  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
  9    22 ms    23 ms    22 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

[Retired-EricChe]

@monadh

The light sequence you've provided usually means that the Sure Signal is stuck in the authentication stage of the set-up.

I've resyncronised the Sure Signal from our side, which should restart the authentication process again for you. Please complete this by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

[monadh]

Eric,

I have done the reset as you suggested and after a period the lights returned to: flashing red, off, amber amber.

So the unit is just the same and still not working.

I get no signal at home so the Sure Signal is essential - what else can be done?

Ray

[Rahim]

@monadh As your Vodafone Sure Signal didn't respond to the resynronisation request, we'd advise de-registering the device and reregistering it again after a period of 24 hours. 

[monadh]

Vodafone a total dissaster!

When trying to contact technical support they found my address had been deleted from my account so for security reasons they could not talk to me. Contacted customer support and got the same response - only solution to visit nearest Vodafone shop 40 miles away.

Also found that Sure Signal was interfering with my WIFI signal so while visiting the shop to get my account sorted I took the Sure Signal in for repair and once my account was sorted also got a PAC number!!!

[Retired-EricChe]

@monadh

I'm sorry to hear of the experience you've had.

Did you get your Sure Signal sent off for repair from the store?

[PeterHayward]

Hi,

I hvae had exactly the same problem. Reset it and left it out for 24 hours.

Results below:

Serial Number: 42151596048

Speedtest: 😧 102.88 / U: 98.00

External IP: 188.172.152.10

Tracert:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 192.168.0.1
2 5 ms 5 ms 4 ms 100.96.0.129
3 4 ms 5 ms 3 ms 172.16.28.74
4 4 ms 3 ms 4 ms 172.16.20.252
5 5 ms 5 ms 4 ms 172.16.22.233
6 6 ms 6 ms 4 ms 172.16.22.224
7 6 ms 6 ms 9 ms 172.16.20.96
8 2 ms 2 ms 2 ms 172.16.25.23
9 2 ms 1 ms 1 ms ge-7-0-5.mpr1.lhr8.uk.above.net [94.31.42.233]
10 2 ms 2 ms 2 ms ae7.mpr3.lhr3.uk.zip.zayo.com [64.125.21.17]
11 2 ms 1 ms 2 ms ae6.mpr2.lhr3.uk.zip.zayo.com [64.125.21.22]
12 7 ms 3 ms 2 ms ae7-xcr2.lsw.cw.net [195.2.2.117]
13 6 ms 2 ms 2 ms ae11-xcr1.lns.cw.net [195.2.25.206]
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.

Can someone please look into as a matter of urgency otherwise I shall have to change network provider.

Many thanks

Peter

[monadh]

Eric,

Yes the Store sent the Sure Signal off for repair - said it would be about 2 weeks.

[Rahim]

@PeterHayward I've resynced your Vodafone Sure Signal as it's showing that it hasn't made connection with our server for a long period of time. 

Please allow up to 6 hours for your device to start working again. 

@monadh Thank you for keeping us updated. 

[JTCM]

I've got exactly the same issue. Returned from 2 wk leave, found vodafone sure signal not working. Contaced Vodafone online chat, was told they'd reset the suresignal and said it was 100% certain it would be working within 2h. Several hours later it still wasn't working, so I went back onto online help to report the ongoing problem. This time they said I needed to contact my ISP and ask which port was active on my router and ask them to reset it as it had been inactive during my holiday period, which had caused the sure signal problem. I asked why the original vodafobe adviser didn't ask that question and was told I'd reported a different sure signal error light sequence to what I subsequently reported - which was not true, as the transcript of my online chat clearly confirms. So I'm now stuck in between the ISP and Vodafone, meantime every other device conneced to my router directly and via wifi works fine. I am still stuck with the suresignal showing a flashing red light, followed by a blank light, followed by 2 solid orange lights. If I could leave Vodafone I would do it in an instant - stuck with them because my work mobile is vodafone and I have to work from home regularly. Lost for what to do. In the meantime my vodafone monthly charge continues...what a fantastic firm this is.