Sure Signal webpage and help

[millet2010]

Ok, I resort to coming here after 4 days of bull from live chat, phone calls and a manager contacting me V Long story short - I had my SIM card replaced (same number / same contract) that arrived last Thursday. I went from signal to none On Friday (and Saturday and Sunday) tried to access the website - no joy - tried live chat, speaking to an operator (three times!) and a manager and STILL have no signal on my phone at home despite the Sure Signal appearing to work - PLEASE SOMEONE HELP!!!

I have been told everything from "I've reset it and it will work in 30 minutes" to "It will work in 6 hours" to "It will work in 24 hours" to "You are not the registered owner so we can't help"!!!

VF sent me a replacement Sure Signal years ago and until recently have been managing this online no issues - now I have a phone with shiny new SIM that is entirely useless and a Sure Signal that appears to be working but similarly useless!!

HELP............................

[jonforduk]

Hi,

I have a new SS3 and it is not connecting back to base: solid red light, pulsing white "globe". This is our second SS: we already have a functioning SS1. I plan to use this one to boost the signal at the far end of the house. Currently the new SS3 is connected to the same BT Home Hub 5 as the SS1. 

I was unable to do the initial registration online, because the page has been down for the last 48 hours (at least), so it was done over chat with one of your other support staff.

Here are the details:

speed - ping 17 ms, Download 15 Mbps, upload 1.54 Mbps 

IP 109.147.110.243

serial number 43162285466

Lights - red power steady, pulsing "globe"

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  38.656 ms  4.289 ms  1.555 ms

 2  192.168.0.254 (192.168.0.254)  3.074 ms  4.836 ms  2.161 ms

 3  * * *

 4  * * *

 5  31.55.187.188 (31.55.187.188)  28.442 ms  16.891 ms  15.781 ms

 6  core2-hu0-0-0-1.southbank.ukcore.bt.net (195.99.127.168)  15.520 ms

    core2-hu0-17-0-1.southbank.ukcore.bt.net (195.99.127.188)  15.523 ms  14.996 ms

 7  peer6-hu0-11-0-1.telehouse.ukcore.bt.net (195.99.127.13)  15.861 ms  16.291 ms

    213.121.193.207 (213.121.193.207)  14.826 ms

 8  t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240)  18.965 ms

    t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  15.810 ms

    t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238)  17.208 ms

 9  166-49-211-254.eu.bt.net (166.49.211.254)  18.470 ms  16.215 ms  15.518 ms

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

(Note - first "hop" is because my lpatop is not directly connected to the home hub; the SS3 is directly connected)

[67split]

Hello there,

Very keen to see whats needed to resolve this issue as my brand new Sure Signal Box is behaving the same.

Managed to register my phone just before the site went down for maintenance but have not been able to check the status of registration.

I have BT Infinity also.

[jonforduk]

It looks like it is not routing to 212.183.133.177

Strange - the other SS is working, so I guess 212.183.133.177 is to do with registration.

[Rahim]

@jonforduk Please can you confirm your Sure Signal serial number, as the one you've provided doesn't appear to be valid. 

@67split Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

[jonforduk]

Serial number 43162285456

The penultimate digit was wrong. Damn - sorry!

I have tried to re-register the device onto the back end via Chat (support engineer was fairly quick).

Then I will try again. I may have found a tip if this works - I'll let you know

[67split]

Test results posted as requested. Have brand new Sure Signal and it has never worked. Have registered device and been confirmed.

Red light flashing, orange globe light on - 3 days with solid red light and white globe flashing.

Your speed test results: 12.69 Mbps and 4.09 Mbps

Your external IP address from: 109.157.32.93 

Your Sure Signal serial number: 43162257885

Could not get results of a traceroute as could not find Network Utility.

Looking forward to any news about our fantastic new purchase!

[jonforduk]

We have a slight change, yesterday. Before, the lights showed solid red power, white pulsing internet. Now I have flashing red power, solid amber internet.

I reset my BT Home hub 5, unplugged my working VSS1 and left the new VSS3 plugged in over night. Same thing.

Can you please confirm that the serial number is registered? Without a working web page, I can't check. Serial number is 43162285456

[jonforduk]

It's working!

Not sure what has happened - I have mde no changes. But not only is it working as, but I have also been able to connect it via a netwrok repeater in another part of the house

[surfncanoe]

I have had no network connection at home with sure signal since 5th August. I have been in touch with Vodafone, three times through live chat who have said that there is a network issue. On Friday I was told it would be sorted by Saturday. On Saturday, I was told it would be fixed by midnight. Sunday, I was told it would take 24 hours. Today I rang and was told very unhelpfully that it would be another 72hours. What the heck is going on! 

[BandOfBrothers]

Hello @surfncanoe

Perhaps try looking at the following help threads which may help.

Sure-Signal FAQs.

Vodafone-Sure-Signal-troubleshooting Guide.

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