SureSignal 2 not working after handset upgrade

[RocknTroll]

I have a VSS with 3 lights. For the last few months it’s been working perfectly. When I upgraded from an HTC to a Samsung handset last week, I had to contact Tech Support to get them to re-register my new handset to the phone number. They did some changes and told me to do a reset, which I did. Since then, the VSS has been displaying a solid power light and flashing system and phone lights.

Broadband speed is ~6Mb/s. PC, TV, iPad and the phone itself are all happy with the router.

What can I do? Tracert results below.

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     3 ms     1 ms     2 ms  192.168.0.1

  2    11 ms    10 ms    10 ms  217.47.13.58

  3    11 ms    10 ms    11 ms  217.47.13.145

  4    12 ms    11 ms    11 ms  213.1.67.30

  5    13 ms    12 ms    12 ms  213.1.78.252

  6    16 ms    13 ms    13 ms  213.1.79.142

  7    13 ms    12 ms    12 ms  87.237.20.240

  8    18 ms    15 ms    15 ms  62.157.248.233

  9    24 ms    24 ms    24 ms  f-ed5-i.F.DE.NET.DTAG.DE [217.5.95.18]

 10    26 ms    30 ms    31 ms  80.156.163.66

 11    50 ms    46 ms    47 ms  92.79.213.129

 12    38 ms    39 ms    39 ms  92.79.213.154

 13    38 ms    38 ms    38 ms  85.205.116.14

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

 Trace complete.

[Sukhi]

Hi RocknTroll

Welcome to the eForum. Thanks for providing your Traceroute.

So that I can take a look at when your Sure Signal last connected to our servers could you provide me with your serial number?

Thanks

Sukhi

[RocknTroll]

Sukhi
Thanks, it's 40114219435

[Retired-Lee]

Hi there RocknTroll,

Thanks for the serial number. The last connection was a week ago so I've forced a resync for you.

Please factory reset the VSS and let me know if you need anything else.

Cheers,

LeeH

[RocknTroll]

I reset it - twice over the weekend - and the result is the same: still flashing System and Phone lights.

Looks to me like something's not working as designed?

[Retired-James]

Hi RocknTroll,

If you are still getting the same light sequence it mat be a faulty unit which can be resolved by a free warranty repair.

However, to determine if it is faulty I would try it on a different internet connection to see if this works or not.

James

[RocknTroll]

But I only have one internet connection... and not the time anywhere else to set it up and allow it many hours to configure itself.

I think I'll follow up on the warranty repair idea after the Easter holiday.

[Tubes]

I have just upgraded my to iPhone 5 and kept same number and have come home and my sure signal is not picking my new phone up. I've noticed this is a common problem when changing phones. I've taken myself off it and then re-registered but this still hasn't worked. Can you please help. Ss serial number - 40123655587. Cheers

[Retired-Dave]

Hi Tubes,

I have done a resync for you, so can you do a factory reset of the Sure Signal?

For Sure Signal version 1 or 2:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

If this doesn't sort it, can you try removing and re-adding the number again. Make sure that you allow at least an hour after removing it to ensure that the change is picked up, as I can see you put it straight back on last time.

Dave

[Tubes]

Ive reset my sure signal now it wont connect at all. I gave it 12 hours after re-setting it and it still only flashing the internet light in white to show its connecting. Cheers