Sure Signal not working with BT Infinity.

[erika_london]

Hi,

I have switched service providers from Sky to BT and upgraded to BT Infinity.

I'm quite pleased witht he speed, but I just don't seem to be able to get the Sure Signal to work.

Can you sync it with the server for me?

Please advise.

Many thanks,

Kind regards,

Erika

[Retired-Kay]

Hi erika_london, 

Can you deregister the Sure Signal for 24 hours and then re-register? 

If this doesn't help please try it on a different connection (friend or family members) so that we can rule out a fault with the device itself. 

Let us know how you get on, 

Kay

[erika_london]

Hi,

Got it up and working yesterday. Thought I had managed to fix it, but now when I came home it wasn't working again. Did you resync it with the server or change anything from your end?

Many thanks for all your support!

Kind regards,

Erika

[Biffo]

Hi

To speed this up in getting it resolved, I would advise you to

1) use web chat option below and speak 1-1 with a Vodafone rep

or

2) Call Vodafone support to speak 1-1 with a Vodafone rep.

[Ben_H]

Hi Erika,

We've not resynced your Sure Signal since Ian did it on the 07 March.

I can't see any de-registration since this was done. Can you follow Kay's advice here and let me know how you get on?

Many thanks, Ben

[erika_london]

Hi,

Thanks for your reply. 

I have deregistered the device, entered all information again and re-registered it.

I rebooted both the router and the Sure signal but it is still not working.

Could you please sync it with the server again for me?

When I look online under my Sure Signal profile, I'm unable to see the history or the dashboard.

Extremely grateful for all the support I have received so far, but still can't get my head around why it is not working.

Thanks,

Erika

[erika_london]

Hi,

I have now de-registered it, re-registered it, rebooted both router and device to no avail.

So there must be a fault with the device.

Could you please send me a replacement?

Many thanks,

Kind regards,

Erika

[Retired-Ian_]

Hi erika_london,

Thanks for supplying this information.

The Sure Signal last connected to the server on 09/03/14 at 00:17.

We'll need you to try the Sure Signal at a friend or family members to see what happens.

Thanks

Ian

[erika_london]

Cheers Ian,

So it looks as if it connected to the server right after you last synced it.

Could you please resync it with the server again?

If that doesn't fix it, I will bring it in to the office tomorrow.

Also, could I please confirm that you haven't put a block on it?

I read somewhere in the forum that it was common practise, if the device weren't being used for a few weeks, and I didn't use mine for nearly 4 weeks as I have been travelling with work.

Pretty sure the fault lies with the device though, as the lights don't come on or flash when I reset it.

Many thanks,

Kind regards,

Erika

[erika_london]

Hi Ian,

I've tried the sure signal in my neighbours flat, and it is still not working.

Please can you send me a replacement.

Cheers,

Erika

[DaveCD]

Hi erika_london

If your lights aren't coming on at all it sounds as though this is done for the day.

To find out what you need to do in order to get this sorted take a look at our Vodafone Repairs Thread. This can be found here.

Hi karenh60 and shammond_uk

We'll need a traceroute as shown below:

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.

If this still has the same error, is it possible to try this on a friend or family members?

Thanks

DaveCD