SureSignal v3 - no 3G signal

[mart1711]

Dear all,

As of two days ago my Sure Signal (v3) no longer works. It does seem to connect after a reset (steady red light, two steady white lights), but the fourth light that would indicate successful connections to the mobiles stays dead. I have three phones registered to this Sure Signal and none of them are connecting ("no service").

I have changed nothing on the mobile front - also it affects all three. I have been in touch with the support team on three occasions over the last couple of days.

First time I called, Sure Signal was reset their end. I could see it rebooting here. It came back on, no difference.

Second time I was advised to unplug for twenty minutes, plug back in, then take SIM card out of phone and reinsert. No difference.

Third time, earlier today I was advised that the "tech team" had reset and it would most certainly work within three hours. It doesn't

So this is why I'm posting here in the hope someone can help.

As much detail as possible:

1) speed test: down 23.53 Mbps, up 2.73 Mbps

2) ping test: 16ms, jitter 1ms

3) external IP 86.171.77.82 at present

4) serial 42150510131

5) trace route: 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 5 ms 6 ms fritz.box [192.168.30.1]
2 * * * Request timed out.
3 * * * Request timed out.
4 11 ms 9 ms 11 ms 217.41.216.13
5 10 ms 12 ms 11 ms 213.120.156.218
6 9 ms 10 ms 9 ms 217.41.168.75
7 9 ms 9 ms 10 ms 217.41.168.107
8 11 ms 10 ms 9 ms 109.159.249.76
9 10 ms 11 ms 10 ms core4-te0-2-0-18.faraday.ukcore.bt.net [109.159.249.3]
10 10 ms 13 ms 12 ms host213-121-193-197.ukcore.bt.net [213.121.193.197]
11 14 ms 18 ms 11 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
12 18 ms 12 ms 10 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Trace complete.

Hoping someone might be able to assist!

Many thanks!

Martin

[mart1711]

I'm still down. Is anybody from Vodafone tech team able to take a look please?

[Rahim]

@mart1711 I'm unable to see any issues with your Sure Signal from our end. 

Kindly restart your ISP (internet service provider) router and unplug your Sure Signal temporarily whilst your router reboots. 

If this doesn't help resolve your issue, please de-register your Sure Signal for 24 hours and then register it again. 

Please keep us updated with how you get on. 

[mart1711]

Many thanks!

I unregistered and re-registered after 24 hours as you suggested. Two mobiles have now started working again after a phone reboot.

This is good news!

[Colleen]

@mart1711 It's great to hear two of your phones are now working. 

With your third phone, if it's not the lead number (the one the Sure Signal is registered to), please de-register and re-register it. You can find out how to do this through My Vodafone.

Once this has been done, restart the phone in range of the Sure Signal and this should then connect. 

If your third phone is the lead number, you'll need to change the ownership to another line first - you can also do this through My Vodafone, using the link above. 

For more information regarding this, you can visit our Sure Signal support pages.

[mart1711]

Ok, unfortunately we have taken a step backwards.

Yesterday evening, after re-registering the Sure Signal, the lead phone and one of the registered phones worked, the third one didn't, even after de-registering and re-registering that third phone, including hard resetting the phone, taking the SIM card out etc.

Tonight, none of the three phones are working, not even the lead phone that was working OK yesterday.

Same issue as before, solid red and two solid white lights, but the connection light never comes on.

Please can you advise on next steps?

[mart1711]

... and all three phones are working now after yet another restart of the Sure Signal...

Fingers crossed it'll stay that way

[mart1711]

and five minutes later the lead phone still works but both other registered phones are dead and will not pick up any reception.

Something is very obviously not quite right!

I don't understand - little issues for 1+ years - what changed? Looks like I'm not the only one with Sure Signal suddenly playing up in 2017?

Please advise!

[Colleen]

@mart1711 Sorry to hear you're still experiencing issues. 

I've sent you a private message with details on how to get in touch.

[mart1711]

Thank you. Having had no reception on all mobiles for all of today, reception just came back on 2/3 mobiles after rebooting both phones. I'll collate a little more evidence during the course of today and then respond to your private message.