SureSignal not working

[dipakpatel]

Dear Vodafone Tech Team,

Serial Number: 21230525541

IP: 86.132.109.151

Ping: 35ms

Up/Down: 56Mbps/16Mbps

I have reset SS1 a few times, cannot get it to connect steadily to Vodafone network.

Please can you check what the issue might be?

[Gemma]

Hi dipakpatel,

Your Sure Signal hasn’t made contact with the network since 12 July at 3.21am.

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.

Which light sequence you're seeing.

The results of a traceroute.

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,

Gemma

[dipakpatel]

Lights = various patterns.

Mostly 1 (power) on solid.

Occassionally 1 and 2 on, with 4 intermittent.

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

 1  10.0.1.1 (10.0.1.1)  3.874 ms  1.032 ms  0.903 ms

 2  172.16.15.5 (172.16.15.5)  16.032 ms  15.215 ms  14.538 ms

 3  * * *

 4  213.120.158.157 (213.120.158.157)  18.194 ms  63.555 ms  15.562 ms

 5  212.140.235.138 (212.140.235.138)  19.690 ms  19.318 ms  19.605 ms

 6  217.41.169.193 (217.41.169.193)  20.989 ms  21.635 ms  21.037 ms

 7  217.41.169.109 (217.41.169.109)  19.701 ms  20.324 ms  19.793 ms

 8  acc2-xe-5-2-2.sf.21cn-ipp.bt.net (109.159.251.247)  21.009 ms

    acc2-xe-0-2-1.sf.21cn-ipp.bt.net (109.159.251.213)  19.014 ms

    acc2-xe-5-1-3.sf.21cn-ipp.bt.net (109.159.251.245)  20.516 ms

 9  core2-te-0-4-0-16.ealing.ukcore.bt.net (109.159.251.59)  27.006 ms

    core2-te-0-5-0-7.ilford.ukcore.bt.net (109.159.251.23)  29.815 ms

    109.159.251.39 (109.159.251.39)  27.121 ms

10  peer2-xe-4-2-0.telehouse.ukcore.bt.net (109.159.252.49)  25.615 ms  25.809 ms

    peer2-xe4-1-1.telehouse.ukcore.bt.net (109.159.252.37)  60.265 ms

11  t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net (166.49.211.194)  26.915 ms

    t2c3-xe-1-2-0-0.uk-lon1.eu.bt.net (166.49.211.184)  28.431 ms

    t2c3-xe-1-1-3-0.uk-lon1.eu.bt.net (166.49.211.182)  29.780 ms

12  166-49-211-254.eu.bt.net (166.49.211.254)  29.646 ms  29.791 ms  26.104 ms

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[Gemma]

Hi dipakpatel,

It’s showing your Sure Signal made contact with the network at 3.21am today.

Please post back if you’re still facing issues and if the light sequence has changed.

Thanks,

Gemma

[dipakpatel]

It's still not working.

I have light 1 on and light 2 blinking currently.

Everything has been working fine for months and I haven't changed my home network setup since getting BT infinity last year.

[dipakpatel]

My SureSignal is still not working.

Mainly just see the power light on now.

I've tried using it elsewhere other than my home network and it still doesnt work.

[Retired-Ian_]

Hi dipakpatel,

The Sure Signal hasn't hit our servers since 17 July.

You mention you've tried the Sure Signal elsewhere. 

It needs to be a different postcode from yours, plus a different ISP.

Thanks,

Ian

[dipakpatel]

Sure I did that - different ISP but I work the next street down from where I live, so the postcode is the same....

[Ben_H]

Hi dipakpatel,

Your Sure Signal briefly made contact with our servers last night before disconnecting again. This usually happens if the unit is moved and it's actually the Ethernet cable that is faulty.

Please test a different cable and let me know the result so we can rule out a hardware fault.

Thanks,

Ben

[dipakpatel]

I am thinking it is an hardware fault, as I've plugged into different rooms in my house - with different ethernet cables.

I tried to get a new Sure Signal but local stores are out of stock. I ordered one via your online store and again out of stock. Also quite surprised price has gone up from £50 to £100.

Can you send me a placement box or repair my current one?

I haven't been able to make calls from home weeks now...