Sure Signal v3 little or no 3G signal

[jutting]

I have a Sure Signal (v3) that is registered to an old vodafone account of mine. I left vodafone in October 2014 and my wife (who is stil a Vodafone customer) has a number regsitered with the SS. Everything has been fine until the last couple of days.  She has been having problems with the SS box. Power, internet and service lights are solid, but most of the time she gets no 3G signal on her iPhone 6+ and sometimes gets 1 or 2 bars. She has attempted to make a call when there is limited signal, but the call quality is very poor and the call drops out.

There are 2 issues here:
1) I would like the SS box transferred to my wifes account
2) The issues with poor 3G signal need to be resolved as she relies on this for her business

Can someone pick this up please so I can forward on account and sure signal details

Many thanks,
John

[Gemma]

Hi @jutting

To register the Sure Signal to your wife, you can de-register it and then register it to your wifes name.

So we can help further with the issues she’s facing, please let us know:

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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.

Thanks,

Gemma

[jutting]

Hi Gemma,

I shall post the details requested once I am home from work.

Also I cannot deregister the SureSignal box from my account as I can no longer access it as I have left vodafone.

Regards,

John

[jutting]

Hi Gemma,

Details as requested:

Your speed test results from here.

Download Speed -2.22 Mbps

Upload Speed - 0.36Mbps

Your ping test results from here.

Ping - 46ms

Jitter - 7ms

Your external IP address from here.

109.157.101.216

The results of a traceroute.

$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
 1  router.asus.com (192.168.2.1)  0.807 ms  1.088 ms  1.107 ms
 2  217.32.145.1 (217.32.145.1)  25.433 ms  27.785 ms  30.194 ms
 3  217.32.145.46 (217.32.145.46)  31.531 ms  35.229 ms  35.703 ms
 4  212.140.235.202 (212.140.235.202)  45.029 ms  45.527 ms  48.689 ms
 5  213.120.180.175 (213.120.180.175)  49.071 ms  49.438 ms  51.696 ms
 6  213.120.179.83 (213.120.179.83)  54.709 ms  56.761 ms  57.738 ms
 7  acc2-xe-0-1-2.sf.21cn-ipp.bt.net (109.159.251.209)  58.661 ms acc2-xe-0-0-3.sf.21cn-ipp.bt.net (109.159.251.207)  29.804 ms acc2-10GigE-10-3-0.sf.21cn-ipp.bt.net (109.159.251.225)  28.960 ms
 8  core2-te-0-13-0-10.ealing.ukcore.bt.net (109.159.251.179)  41.830 ms core2-te-0-13-0-11.ilford.ukcore.bt.net (109.159.251.185)  46.490 ms core2-te-0-0-0-14.ilford.ukcore.bt.net (109.159.251.43)  45.718 ms
 9  peer1-xe3-1-1.telehouse.ukcore.bt.net (109.159.254.217)  43.099 ms  46.108 ms peer1-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.122)  49.069 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  55.133 ms  58.662 ms  59.680 ms
11  85.205.0.86 (85.205.0.86)  58.200 ms  58.992 ms  63.111 ms
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 Your Sure Signal serial number:
40134928353

Regards,

John

[davidjwalker]

does this answer about it i hope

You can use Sure Signal if you're a Pay monthly, Pay as you go, or business customer. All you need is:

• Home broadband: You’ll need a fixed-line home broadband connection with a minimum speed of 1 Mbps to use Vodafone Sure Signal version 1 and 2. The latest version, (version 3, requires a slightly higher speed. As the number of phones using the Sure Signal at once increases, so does the minimum broadband speed. So if you’re using the maximum of eight devices at the same time, you’ll need to have a download speed of at least 4.13Mbps. You can check your download speed by running a broadband speed test, you can find these online.)

Bear in mind that if you’re using the internet a lot, it could impact on your Sure Signal’s performance, like using your phone while downloading large files or online gaming.

[davidjwalker]

jutting it can be your download speed that is impact on Sure Signal’s performance 2mb will effect the signal or no signal

[jutting]

David,

I agree that 2.2Mb is a pretty poor internet speed, but it is consistent and is nearly always this speed, and very rarely drops.  We have had the SS v3 for nearly a year at this speed with absolutely no problems at all so there has to be another issue rather than our internet usage.

It has gone from working perfectly well to virtually non-existent.

Regards,

John

[davidjwalker]

have you had it for 2 years i would think it needs a update from vodafone or it needs regsitering to the number

[jutting]

As stated in my previous post I have had it for nearly a year. My previous SS box (v1) died after 2 years in April last year.

[Retired-Kay · Accepted solution]

Hi @jutting 

I've had an update sent to the Sure Signal to resolve this issue. Please don't unplug/reset it for at least 24 hours. 

After this time, any numbers registered to the Sure Signal will need to be turned off and back on. 

Live help are available to register the Sure Signal in your wife's name. 

Thanks, 

Kay