Sure Signal stopped working

[VickiN]

Hi, 

I have a Sure Signal Version 1 and it has decided to stop working.  It has been working fine since I first got it well over a year ago (can't remember exactly when I got it, but it has been a long time).  This is a real nuisance as I get no Vodafone coverage at home!!

It stopped working a couple of weeks ago and despite speaking to Vodafone and resetting it several times, as well as de-registering and re-registering also, still no joy. 

The lights on the back by the ethernet cable are steady yellow and steady or flashing orange.

Sometimes I have no lights, sometimes just the power light and sometimes lights 1 & 2 with 4 flashing.

I use a BT HomeHub 3.

My S/S is a Sagem and the Serial Number is 21230683613.

I hope you can help me.  I am having to use my landline all the time to call other mobiles and it is costing me a fortune!  As a household, we spend about £60 a month for calls we are unable to use!!!!  We nly chose Vodafone because of the Sure Signal, depsite having to pay for it!

I look forward to hearing from you. 

Many thanks. 

[sussamb]

@James

Thanks.  Will they contact me or what happens next?

[aleks_14]

Have followed instructions to rectify problem -tried resetting box. Now tried PC instructions - message below.

Microsoft Windows [Version 6.0.6002] Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Aleks>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1     1 ms    <1 ms     3 ms  ROUTER [192.168.1.1]   2    23 ms    22 ms    23 ms  host-78-150-208-1.as13285.net [78.150.208.1]   3    24 ms    24 ms    24 ms  host-78-151-229-5.as13285.net [78.151.229.5]   4    24 ms    24 ms    24 ms  xe-11-0-0-bragg001.bre.as13285.net [78.151.225.3 4]   5    33 ms    32 ms    33 ms  host-78-144-8-15.as13285.net [78.144.8.15]   6    32 ms    31 ms    31 ms  host-78-144-0-120.as13285.net [78.144.0.120]   7    31 ms    31 ms    31 ms  xe-10-0-1-xcr1.lsw.cw.net [166.63.217.37]   8    31 ms    31 ms    31 ms  ae12-xcr1.lns.cw.net [195.2.28.26]   9     *        *        *     Request timed out.  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.

C:\Users\Aleks>

C:\Users\Aleks>

[aleks_14]

Details as requested
Light sequence- red power light on. No other lights
Serial no. 40111329013
Speed test Down 9.5 Mbps Up .064 Mbps
IP 78.150.211.23
Hope this is what you asked for and will help solve problem.

[Ben_H]

Hi aleks_14,

Unfortunately, your upload speeds won't be sufficient for Sure Signal to work. We advise a minimum upload speed of 0.36Mbps. 

The best thing to do is to speak to your ISP to discuss your connection speed options.

Cheers, Ben

[VickiN]

I have tried my SureSignal at a different location and got no light sequence whatsoever!!!!

I note that someone (PiratePete) got their unit swapped at a Vodafone Store - was that because it was still under warranty or did they manage to find a nice employee who wanted to help?

Don't suppose Vodafone or BT have come up with a reason for these problems over the last couple of weeks by any chance?

[DaveCD]

Hi VickiN.

The unit that was replaced was a version 3 under warranty.

You mention that you had no lights when you tested this elsewhere, are you seeing lights now?

If so please confirm which light sequence you have.

@sussamb - Once the team have investigated, they'll be in touch.

@aleks14 - The speeds may have been sufficient previously. Have you connected anything recently that would use bandwidth?

Contact your ISP to see if they can increase your speeds.

DaveCD

[VickiN]

Thanks for the reply Dave. 

I have not actually bothered plugging it back in as I am fed up with it not working!

Do you think things may have changed and it is worth trying it again?

Vicki 

[Retired-James]

Hi VickiN,

As it’s not plugged in we aren’t able to do any checks on our end.

If you can plug this in and let us know exactly what happens after the setup sequence has finished, we can get it checked on our end.

James

[sussamb]

@DaveCD

Just so you know Tech Team haven't yet been in touch :smileysad:

[Retired-Matt_B]

Hi sussamb,

I'm sorry for the delay. As soon as they've completed their investigation they'll be in touch.

Thanks,

Matt B