Sure Signal not working

[RoySureSignal]

Hi,

I've looked through a lot of the pages on the forum relating to my problem but can't see the right solution. My SS V2 has a power light only. I've reset it a lot along with resetting the router which hasn't sorted things. I've also done the 30 second reset, rmeove power and put back in while holding reset down and this hasn't helped either.

Seriel no. is 40113834523

Can you help? Thanks,

Roy

[RoySureSignal]

Hello, I've been repeating the process described in my last post since...my last post. THat was in March, has anyone looked at my issue to offer any potential solution?

Thanks,
Roy

[Ben_H]

Hi @RoySureSignal

My apologies if we missed your post back in March.

This Sure Signal is showing as deregistered on 29 April. Have you bought this second hand, or had the unit been unused for 12 months?

You can register your Sure Signal online if it's not been permanently disconnected.

Thanks,

Ben

[RoySureSignal]

Thanks for the response. I never deregistered my SureSignal. I bought it new from Vodafone and has been in constant use for several years. What should I do for getting working again??

THanks,

Roy

[RoySureSignal]

Hi, while waiting for your response.... I've checked my account and cannot see my sure signal (hence cannot attempt to register my device, if as you say it has been deregistered). I notice the account display/interface has been updated, does this mean Vodafone have not added my Suresignal to the new account interface??

THis is really starting to get annoying, we've had no signal in my house for 1 month and intermitent signal/performance for 4 months.

Would appreciate a prompt repsonse.

Thanks,
Roy

[Amanda]

Hi @RoySureSignal

Thanks for getting back to us. 

I've spoken to our support team and we can get this fixed. 

Please follow the steps I've sent you in a private message and we'll be in touch. 

Thanks,

Amanda 

[RoySureSignal]

Hi Amanda,

I replied to your email following the instructions I got sent as there has been no change to my sure signal. It still is not working....what next?!!

Regards,
Roy

[DaveCD]

@RoySureSignal,

We've received and replied to your email.

As the Sure Signal has now been registered, 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

• Your ping test results

• Your external IP address

• The lights you're seeing on the Sure Signal

• 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

DaveCD

[RoySureSignal]

Hi Dave,

Appreciate your detailed response. After quite a frustrating period I've determined that the ethernet cable connection was faulty (i.e. it had an intermittent connection which was subject to the position it was physically lying in)! I suspect this may have been caused by lighteneing damage severl months back.

I've replaced the cable with a spare, more robust one and the SS is back up and running!

I am not having router issues, but that's not to be dealt with in this forum. I'll get onto my internet provider about that.

One existing issue with Vodafone though is that I cannot see the SS device on my vodafone online account? Hence I can't check numbers or add people on to the device. Can you help with this?

THanks,

Roy

[Ben_H]

Hi Roy,

I'm glad to see you're up and running again!

There have been some updates to the My Vodafone layout.

On the home screen:

• Select 'Manage' next to the main number.
• Under account services select 'Manage services'
• Select 'Sure Signal'

Let me know how you get on, or feel free to provide screenshots if you see anything different.

Thanks,

Ben