SureSignal Please Help!! End of Tether!!

[Frostieballs]

Hi all. Would really appreciate some help.

Had a sure signal device working just fine, until we downgraded our BT from fibre optic to standard broadband, (as we weren't getting the benefit).

Suresignal stopped working. I reset the device, turned off the router for 10 minutes under advice from support but no joy.

Tried to phone support again, but have to jump through hoops to get to the right person.

Became so frustrated, I just bought another device. That doesn't work either 😞

Same two error lights, last two permanently orange and the red light flashing.

Any suggestions? 

Serial number is 42152156909. I have reset this second model as well.

Please help!!

J

[drey_p]

Hi there

Please go through the Sure Signal Troubleshooting thread as this may help you to resolve your issue.  It has links to the key things you can do to try and resolve the issue you are experiencing

[Frostieballs]

Which bit do you believe could help me, as I have attempted the reset and there is nothing mentioning lights 2 and 3 being stuck on?

J

[drey_p]

How about the issue not listed link?

[Frostieballs]

The issue you’re experiencing: After downgrading to standard broadband internet, cannot now connect to any sure signal device, (have tried two).

What light sequence you're seeing: Red light flashing. 2nd and 3rd icon lights permanently on orange!

Your speed test results from here. Download: 3.17. Upload: 0.75

Your external IP address from here. 82.152.181.129 (this is just one pc on network)

Your Sure Signal serial number: 42152156909

The results of a traceroute.

VSS Traceroute command

C:\Users\jason.frost>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 212.183.133.177
2 29 ms 37 ms 23 ms lo0_ecldsl-bba1.gs1.eclipse.net.uk [

3 68 ms 109 ms 104 ms 86.54.135.72
4 47 ms 22 ms 23 ms ldngw1.arcor-ip.net [195.66.224.209]
5 59 ms 65 ms 75 ms 85.205.0.93
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
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.

Thanks in advance.

Jason

[Frostieballs]

Hi there. Does anyone at Vodafone have any thoughts on this?

J

[drey_p]

One of the eForum Team will need to look into this for you and advise the best course of action.

[Retired-EricChe]

@Frostieballs

I've taken a look into this for you and the issue is that the upload and download speed of your new broadband isn't high enough.

You need to have at least a minimum of 1.0mb/ps upload speed and 4.13mp/ps download speed.

In order to resolve this, you'll need to speak to your Internet Service Provided (ISP) to increase your speeds.

[Frostieballs]

Hello there. Thanks for the feeback, but I am not sure this is correct.

We moved down to standard broadband as it is was actually faster than the speeds we were getting on fibre optic.

Could it not be anything else?

J

[Frostieballs]

I have also carried out a test today and the speeds are 5.26 and 1.01 and still no joy?

Thanks in advance, J