Sure (no) signal

[Joldfield101]

I have had no signal with my sagem suresignal since Thursday. I understand there were network issues from a Vodafone employee - but surely they are now sorted?

I have rebooted and reset of course, to no avail. Strange though as there are 3 lights on the box, which would suggest it's connected.

I tried to login to my Vodafone accoun to make sure my mobile number is still registered, but it says the site is unavailable...??

[drey_p]

Hi there

Parts of the Vodafone Website may be unavailable due to the maintenance work that is going on - the official statement is here.

If you are having SureSignal issues, please go through the Troubleshooting Guide found here

[Joldfield101]

troubleshooter's no help, its worked fine for ages, tried in two phones and none of the registered phones that worked prior to thursdays disruptions can connect even though all the lights are on as they should be.

[Gemma]

Hi Joldfield101,

Please follow the instructions in the troubleshooting guide that @drey_p posted.

This will then give us the information we need to help you further.

Thanks,

Gemma

[Joldfield101]

thanks for your reply - as i said, I have done the troubleshooting - more details on each step below....

Troubleshooting steps:

Check that the phone you’re using works on 3G. YES - it worked last week, i cant check MY ACCOUNT as it is down for maintenance (still!!)

Test your SIM in another 3G phone. still wont work

Has Your SIM recently been replaced? NO

[Retired-Andy]

Hi Joldfield101,

We can certainly look into this for you, but need some additional information.

Can you provide the following please:-

Your Sure Signal serial number.
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.

Cheers,

Andy

[Joldfield101]

Sorry just seen this.

As an IT professional I can see there's nothing wrong with my line - however I have reset my password twice and when I go to login to my Vodafone it says there is an error - it's almost as if my account isn't linked to my sure signal at all...?

The serial number is 21223473634

[Retired-Ian_]

Hi Joldfield,

Thanks for this.

We've just pushed a new software update out to you.

Please don't perform any resets or unplug the device for 24 hours.

Thanks

Ian

[Joldfield101]

excellent, thanks!

cant wait to get home and test it! (Finger's Crossed!)

[Joldfield101]

still no signal, i waited 24 hours - rebooted and still nothing...???