SureSignal not working - Flashing red light, static orange light

[tomjgroves]

I have a Vodafone SureSignal v3 (serial number 42165027352), and it has worked very well for the first few days.

Now however the red light is flashing and the orange 'user' light on the right is on constantly - no other lights are showing - and the device is no longer providing a signal.

The lights on the ethernet port are flashing indicating that this is not a network issue.

Any chance of some help with this?

Thanks 

Tom

[BandOfBrothers]

Hi

Please take a look through these Sure Signal Trouble Shooting threads :

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...

as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

One of the links is named "Issue Not Listed" which guides on how to run a traceroute and post your results back here for the team to check out. 

[tomjgroves]

Thanks for the pointer; I'd looked through that page but missed the template at the end, which I've completed below:

The issue you’re experiencing:

SureSignal has stopped broadcasting signal

What light sequence you're seeing:

Flashing red, solid orange 'in use' light

Your speed test results from here:
40.66 Mbps down / 9.19 Mbps up

Your external IP address from here:

86.185.201.205

Your Sure Signal serial number:

42165027352

The results of a traceroute.

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

1  bthub (192.168.1.254)  1.534 ms  1.084 ms  1.030 ms

2  * * *

3  * 31.55.185.177 (31.55.185.177)  11.316 ms  12.297 ms

4  31.55.185.184 (31.55.185.184)  11.894 ms  11.891 ms  12.377 ms

5  core2-hu0-10-0-0.colindale.ukcore.bt.net (195.99.127.134)  12.195 ms  12.228 ms  12.358 ms

6  peer6-hu0-7-0-0.telehouse.ukcore.bt.net (62.172.103.15)  11.743 ms

    195.99.127.83 (195.99.127.83)  12.783 ms  12.214 ms

7  t2c3-et-8-1-0-0.uk-lon1.eu.bt.net (166.49.211.240)  11.361 ms

    t2c3-et-3-3-0-0.uk-lon1.eu.bt.net (166.49.211.238)  11.725 ms

    t2c3-et-7-3-0-0.uk-lon1.eu.bt.net (166.49.211.230)  12.447 ms

8  166-49-211-254.eu.bt.net (166.49.211.254)  11.775 ms  11.810 ms  11.179 ms

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

[grolschuk]

Something to try if your BT Hub is a v4 or later.

If you go into the web interface and look under

Settings -> Broadband -> VPN

Enable the port clamping option.

Reboot the router, reboot the suresignal, and see if it settles down and connects after a few minutes.

[tomjgroves]

Unfortunately this didn't have any effect.  The device was working perfectly for almost a week, but has suddenly stopped.  From looking at my router it doesn't even seem to be getting assigned an IP address leading me to think the issue may be that the device is faulty.

[Colleen]

@tomjgroves Thanks for sending over your Sure Signal details. 

I've resynced your Sure Signal, to help refresh your connection to our servers. Please allow up to 6 hours for this to complete. 

If you need any further help, please let us know. 

[tomjgroves]

Hi Colleen

Unfortunately it doesn't seem to be having any effect.  Presumably the unit is covered by warranty - can we arrange for a replacement?

Thanks

Tom

[Becca_P]

@tomjgroves

Sorry to hear you're still experiencing issues with your Sure Signal.

As I can see from the trace route you own a BT Home Hub, we'd suggest ensuring the Smart Setup setting on your hub is disabled.

If the problem persists after trying this, please get back in touch and we’ll look into this further.

[tomjgroves]

Hi Becca

No luck I'm afraid - I've switched off Smart Setup, restarted the Home Hub, and reset the Sure Signal by unplugging it, waiting 30 seconds, and plugging it back in.  I've also tried holding the reset button for > 10 seconds.  

In both cases I see the same - red flashing light, solid amber 'in use' light, no other indications.

As I think I said in my first post, the device was working fine for a week, but now doesn't even get an IP on the network; if possible I'd like to get a new device sent out to try, and if that works then return the original one.

Thanks

Tom

[Will]

Hi @tomjgroves

Sorry for the delay, I've been looking into your Sure Signal to try and figure out what's been going on.

I'm about to send you a private message with a link to contact us. Once you've completed the form, let us know and we'll pick it up.