Sure signal cutting out

[vicky51]

My sure signal box, original version, has stopped working. When I reset it, it connects for a few minutes then cuts out again with just the top light or top 2 lights on. As this is my only means of phoning, I have no phone without the sure signal working so cannot call customer service. Does anyone know if this is a vodafone issue or a faulty sure signal box. 

[lewer]

I have 2 suresignals. One v1 & one v3. Both have stopped this morning. No issue with my internet connection. Must be a Vodafone issue

[vicky51]

So do we assume that vodafone are sorting this out. I did a master reset this morning and it started working but cuts in and out at various intervals. It's off at the moment but the 2nd light is on permanently so it is connected to vodafone. I am of the opinion that it is a vodafone issue. I don't really want to spend £100 on a new box on the chance that I may have a faulty box. I noticed another user was told that an update happened a few days ago so I am wondering if this may be the problem.

[Retired-Matt_B]

Hi @vicky51,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply below 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.

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.

This will help us get the quickest possible resolution for you.

Thanks,

Matt B

[vicky51]

Hi Matt

the details as requested :

Ping  34ms  Jitter  9ms

Speed = 70Mbs download 10Mbs Upload

External Ip address - not static = 37.48.225.69

Serial no.  21196759597

I don't know how to do traceroute. Don't have a start button on pc so can't follow your instructions

It has been on same internet provider for over 6 months and to my knowledge nothing has changed there.

I did a master reset yesterday and it just went to power light only. Have done several resets and unplugged many times since then but nothing. I have just unplugged it again and reconnected and it connected for nearly a minute and has now dropped back to the top 2 lights.

Please do a forced resync or what ever else may help solve this problem

[vicky51]

managed to a traceroute on ny mac these are the results

CAN SOMEONE PLEASE LOOK INTO THIS AS I HAVE HAD NO PHONE SIGNAL FOR 4 DAYS NOW 

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

 1  192.168.1.254 (192.168.1.254)  40.455 ms  0.933 ms  0.745 ms

 2  10.255.255.16 (10.255.255.16)  1.999 ms  3.068 ms  2.317 ms

 3  172.18.48.1 (172.18.48.1)  2.454 ms  2.462 ms  2.470 ms

 4  eth-2-v871.wi-core.mer.lon.m12solutions.net (37.48.224.250)  7.119 ms  12.585 ms  7.769 ms

 5  ge-1-1-0.core.mer.lon.m12solutions.net (37.48.224.254)  7.927 ms  7.764 ms  9.051 ms

 6  89-105-102-92.fluidata.co.uk (89.105.102.92)  9.066 ms  10.166 ms  9.124 ms

 7  77-89-177-108.fluidata.co.uk (77.89.177.108)  9.138 ms  11.703 ms  8.000 ms

 8  77-89-177-89.fluidata.co.uk (77.89.177.89)  7.831 ms  8.092 ms  8.127 ms

 9  77-89-177-30.fluidata.co.uk (77.89.177.30)  7.919 ms  8.712 ms  7.743 ms

10  xe-0-0-2-0.edge00.thn.uk.hso-group.net (46.17.60.97)  7.682 ms  7.881 ms  9.168 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  11.886 ms  12.658 ms  8.636 ms

12  85.205.0.86 (85.205.0.86)  9.949 ms  10.702 ms  8.936 ms

13  * * *

[vicky51]

Sick of vodafone ignoring me. I have 4 contracts for myself and family and all useless. Obviously my business is worth nothing to customer services. WIll be checking out 3 network and their wifi calling app and terminating vodafone contracts early and penalty free as they refuse to rectify faults. Why should I pay for a service that doesn't work.

[Retired-Matt_B]

Hi @vicky51,

We do state that we aim to respond to posts within 24-48 hours. I'm sorry for the slight delay.

I've requested that your Sure Signal firmware is updated, please reset it in 24 hours and it should then be up and running.

Thanks, 

Matt B

[vicky51]

Hi Matt

Tried a hard reset this morning, no improvement, can you check if the firmware update was successful?

thanks

[vicky51]

Hi Matt

still no signal. Is there any danger of it being resolved any time soon ???