Sure signal 2. Intermittent failure with single, solid red light

[GKB]

Hi,

The box will work fine for a few days, then zilch. Of course, I only realise it's frozen again, when I need to make a call.

So, disconnect the power, wait 2 minutes, reconnect the power, wait varying lengths of time, then it works ... for a few days, then repeat.

I'm using BT HomeHub 3.

A Vodafone operator has resynced for me, confirmed connection and a few days later ... same again.

Any ideas please?

[GKB]

Hello James,

Yes, it's back to the same problem, though it seems less often. It's likely a software issue but as the unit is designed to work with routers and BT Home hub is very common in the UK, I would add to your reply. Yes, it "could be with your internet provider"  and is likely to be so; the problem would be resolved by both parties working together; but the liability for this problem remains with Vodafone. Sorry to be pedantic!

Even my SS works for longer than a couple of days. That wouldn't prove anything.

GL with the fix.

[Ben_H]

Hi GKB,

Thanks for confirming. We're still working with BT to get a resolution for the issue with their Home Hub. While we're happy to assit them in getting this seen to, ultimately the Sure Signal isn't at fault as it works OK with other routers.

We'll be posting here once we have more updates to share.

Cheers, Ben

[GKB]

Hmm.

Sorry to disagree. BT are not obliged to fix your connection with them as it's up to you to see that your product is compatible with them. if you were to advertise the fact that SS is not compatible with BT that would be OK but you haven't and it isn't. Are you willing to advertise / admit that SS is not fully compatible with BT?

If by working with BT you mean assisting them to sort it out, we'll be waiting a long time and TBH, it's disingenuous.

Vodafone coverage in my area is poor and SS is unreliable. If you haven't ensured compatibility with one of the UK's most popular ISPs and one whose infrastructure supplies most of the others, then I'm sorry to say I might have to reconsider my monthly spend (over £100 monthly).

I'm back to being unhappy and don't like being fobbed off.

[GKB]

Hello again,

The SS box now shows a red light and no other lights. After disconnecting and reconnecting the power, the 2 white lights flash on weakly and then almost instantly disappear. Factory reset doesn't work and the white lights do the same.

I'm thinking it's broken but can you check connection at your end please? I can feel a trip to my local Vodafone shop coming on.

Is the new box any better?

[GKB]

I've found a fix. My HomeHub3 is connected to a BT Infinity box.

1. Unplug the VSS, HomeHub3 and the Infinity unit.

2. Wait 10 minutes.

3. Reconnect all 3 at the same time.

I wonder how long it will work this time? To be confirmed ...

[Retired-Dave]

Hi GKB,

Resetting the boxes together can help clear any trapped glitches at both ends, so it's often something I'd suggest trying when the basic checks don't help.

Let us know how you get on and if it goes again.

Dave

[adamajis]

can someone specify what the issue with bt infinity is?

I keep getting this problem, keep getting ignored, nobody answers my questions directly or specifically. I changed networks because of the sure signal and as a trauma surgeon it is quite vital that I remain contactable in emergencies. At present, the service is terrible, patchy and not fit for purpose. I think I deserve a refund for the price of the sure signal.

[Retired-Kay]

Hi adamajis, 

Ben has replied to your post here. 

The issue with BT Infinity is still being looked into so we don't have the details of the exact problem at the moment. 

Kay

[GKB]

08/09/13. The fix lasted 2 weeks. So it's rinse and repeat ad infinitum. :manfrustrated:

25/08/13

"I've found a fix. My HomeHub3 is connected to a BT Infinity box.

1. Unplug the VSS, HomeHub3 and the Infinity unit.

2. Wait 10 minutes.

3. Reconnect all 3 at the same time."