Sure signal

[Daverafferty]

My sure signal has stopped working my broadband and wifi work perfectly sure signal device just flashing red light constantly tried soft and hard reset to no avail

[ttrisolino]

Hello

I don't know if I am in the right place as I couldn't find a 'new message' tab - only 'reply'.

I have a sure signal and it was not working - I called vodafone who told lit was all ready to go again. The internet and phone light are flashing. Power light is on. I have pressed reset - for 60 seconds and all that happens is that the lights go out completely. Then, when I abandoned pressing reset - they come back after about 30 seconds - flashing again. And now - about 10 minutes later, they have gone out again of their own accord.

I am at end of tether - I spent 30 minutes on teh phone yesterday trying to sort this out.

Please help!

Regards

[Retired-Kay]

Hi ttrisolino,

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.

Thanks,

Kay

[ttrisolino]

Thank you.

I have already looked at troubleshooting and could not resolve my problem (it was from there that I was told to press the reset button - which I did and had the above problem. I don't know what the other things you have asked me to do mean.

Please advise.

Thanks

Theresa 

[Retired-Sarah]

Hi everyone.

richardyeardley – We’ve received confirmation the IP address has now been whitelisted.

ttrisolino - The requested information from Kay is for us to check all possible issues with your Sure Signal.

If you click on the here, for example the one next to “Your speed results”, will show you how you provide us this information.

Please also let us know the Sure Signals serial number.

You can also find Sure Signal troubleshooting here.

Thanks,

Sarah

[ttrisolino]

Thanks.

So - my sure signal is option 2.

speed test - http://www.speedtest.net/my-result/3774736349

(ping 15 ms, download 3.65 mbps, upload 0.32 mbps)

Ping test - 22 ms, jitter - 3ms

Thank you

Theresa 

[ttrisolino]

Hi.

Sorry - serial number is 40120518903

Theresa

[ttrisolino]

Dear Richard

I am sorry to have somehow interrupted your dealings with vodafone. I couldn't work out how to start a new message - my apologies!

Theresa 

[Retired-Sarah]

Hi ttrisolino,

I can see your Sure Signal’s still showing as last connected on 17 September.

I’ve resynchronised your device, so please reset and allow up to 6 hours for this to update.

Let us know once you’ve done this.

Thanks,

Sarah

[ttrisolino]

Thank you. But HOW do I reset it? 

How long do I press reset for? 

Also - I am not sure how one unplugs while pressing reset since you have to press reset with a pen.....and need two hands.

Thank you

Theresa 

[ttrisolino]

Hi

I reset it (I think - I pressed reset in and took out power and then replaced power and  held reset in for another 20 seconds).

Nothing - still not working.

Please could someone contact me and get this thing working?

Thank you

Theresa 

(p.s. I DID already call Vodafone - someone very helpful said it was all OK. It was not. If I can't get it working I will leave Vodafone)