Sure Signal suspended

[1865]

Hello,

Out of the blue yesterday I had an email and text message from Vodafone saying that my Sure Signal had been suspended. No idea why, it'd been working perfectly well for us for the last few years. Called 191, the lady I spoke to said her computer was "slow" and she'd call me back. 24 hours later, I'm still waiting.

It a Version 1 model, serial number 21224651808. Light one is constantly lit, light two is flashing. Can you please help? Do you need any more information?

Thank you.

[1865]

Bump.

Got through to somone on the phone, said they'd re-sync from their end, and then sent me a text message with instructions to reset the device back to "factory settings". Did this but still just light one is constantly lit, light two is flashing.

Could someone from Vodafone please reply? A decent signal is vital as I run my business from home.

[Paffman]

You and me both 1865. I run my business from home, zero mobile signal so had to have a Sure Signal, now I just had a steady power light and a flashing systen and phone light. VF admitted it was their server that caused all this.

But VF won't/don't want to reply to these posts. Good luck.

[1865]

What a flakey system. I can't afford to waste all this time hanging on the phone, fiddling around the back of the Sure Signal, writing emails, posting on the forum...

Very poor support for small businesses. 

[Paffman]

I have just tried a factory reset for the third time, don't know if I didn't do it right before or just a coincidence, but now have a working Sure Signal V2.

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-please-read-before-posting/td-p/...

For versions 1 and 2:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

For version 3:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour

Good luck.

[DaveCD]

@1865 

I've checked the serial number and can see the Sure Signal is active.

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.

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

[Paffman]

I know you didn't ask me, but can you see if it checks out OK? Can't copy and past from the CMD window, but I have attached a screen shot...

[1865]

Hi @DaveCD,

Thank you for your message. I've already gone through the troubleshooting measures.

The answers to your questions:

Download speed: is 74.35Mbps, Upload 17.24Mbps

Ping: 11ms, jitter 1ms, 

IP address: 82.71.41.53

Traceroute results below:

C:\Windows\System32>tracert 212.183.133.177

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

1 3 ms 1 ms 1 ms home.gateway.home.gateway [192.168.1.254]
2 22 ms 14 ms 13 ms losubs.subs.dsl7.th-lon.zen.net.uk [62.3.84.3]
3 17 ms 13 ms 8 ms ae1-137.cr2.th-lon.zen.net.uk [62.3.86.149]
4 15 ms 10 ms 12 ms ldngw1.arcor-ip.net [195.66.224.209]
5 12 ms 9 ms 10 ms 85.205.0.86
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
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.

[Ben_H]

Hi folks,

@Paffman - Your tracreoute shows that the exchange was successful.

@1865 - thanks for posting your results. While your speedtest and IP details are OK, the traceroute does seem to time out early.

Please try an alternative Ethernet cable. If this doesn't work, I'd recommend testing another power source.

As your unit is quite old now, you may find that these are cheaper alternatives to purchasing a brand new Sure Signal. 

Thanks,

Ben

[Paffman]

Thanks Ben :smileylol: