Sure signal problem

[sassenach1]

Hi everybody,

Does anyone have ongoing problems with their sure signal ? I have been on chat 9 times in the last 9 days, but none of the attempts to fix it have worked. It is a version 3, and all three lights are on and steady. But my phone will not connect to 3G via the sure signal box. The latest problem to be identified apparently is a fault affecting sure signal in my area. Does anybody else have a problem that has been attributed to a system fault ?

[BandOfBrothers]

Hi

Can you please try turning off 4G in your phones settings if applicable to see if that helps. 

Sometimes unplugging the sure signal for a couple of hours can work too. 

My-sure-signal-has-stopped-working-what-should-I-do.

and Troubleshooting 

[sassenach1]

Hi Lee,

As you can see, I have had 9 chats about this problem. I've switched the box off, switched it on, left it for two hours, left it for 24 hours, reset it myself, had it reset by Vodafone tech remotely, had a new SIM for my phone, phone has never been set on 4G because I can't get 4G here - I can't get 3G, that's why I have a sure signal. I get a very poor 2G signal and then only by standing on the garden wall !

An offer of a replacement sure signal box from Vodafone would not go amiss.

[BandOfBrothers]

Hi,

The Sure Signal has a 24 month warranty. 

Any Vodafone Highstreet Store would be able to help.  

[sassenach1]

OK. So the next time I am near a Vodafone store - special journey required - I will see what they can do. But why can Vodafone not suggest this ? Instead, we go through seemingly endless resets, deregisteing re-registering etc. Very irritating.

[Mark]

@sassenach1

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, 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.

[sassenach1]

Speed    20.25 Mbps

Ping 30 ms

IP address 87.114.30.203

Sure Signal number 42151126135

I have a Mac not a PC. How do I run a traceroute ?

[sassenach1]

My nearest Vodafone store could not help. They couldn't check the box, because the store "does not have a broadband connection". Also, they could do nothing about exchanging the box under warranty - "we can't do that from the store. You will have to contact customer service". 50 mile round trip for nothing. 

[Rahim]

@sassenach1 I've checked your Sure Signal and can see it last updated today (7 June) early in the morning. 

Please try an alternative ethernet cable to rule out any potential faults with your current cable. 

If you're still having trouble after this, then please try the device in a different location other than your home address. 

If the device is able to make a connection at an alternative location, you'll need to check your ISP (internet service provider) has no active firewalls preventing the Sure Signal from making a connection. 

[sassenach1]

Thanks Rahim, I will try a differnet ethernet cable.