SureSignal won't work.

[Growltiger]

I had a problem that lasted two years with my Vodafone PAYG account. Here is the link:

http://forum.vodafone.co.uk/t5/Pay-as-you-go-services/Technical-problem-on-my-account-I-am-in-despai...

As part of your attempts to solve that problem, some of my records were cleared by Vodafone. I now discovered that my SureSignal isn't working. On checking the account online, I found I no longer had a SureSignal registered! I registered it again two days ago, and added a second phone, and that all worked as it should in the system.

But it doesn't work, the phones don't see it and only the top light is on. . So I looked at the trobleshooting guide. I have the first model, version 1, the white box with a black base. The symptom is that only the top light is on, and it is continuous.

I then followed the guide. I checked the cable and the lights by the cable. I rebooted the router - a BT Home Hub. I rebooted the SureSignal. I checked the DHCP was working correctly and it is, after the reboot it assigned 192.168.1.64 to its MAC address. I have a superb internet connection, about 10Mb connection speed. It never goes wrong. (Standard BT contract).

The reset procedure described does not work:

Perform a reset of the Sure Signal:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Holding in the reset button even for a long time makes no difference to the lights at all.

Sometimes the box starts flashing different lights, in a sequence like this:

123

2

13

and sometimes other complex sequences including 4.

Then it goes back to just the first light again, steady.

I also double checked the serial number I entered online. It is:

21230680940

It is now nearly two days since I set it up and it still doesn't work, so I have run out of ideas.

Is it possible that it is still associated in your system with my previous registration, on the same account, which you deleted? If so I don't see how it can be made to work without your help.

[Rekrap325]

SureSignal has now gone back because it never worked with my wife's phone which is on a vodafone monthly contract. As she cannot use her phone at home (no signal!) it is a very expensive way of being unable to communicate with friends and family and for months to come - any ideas?

[Jenny]

Hi Rekrap325,

I’m sorry to see you’ve returned your Sure Signal.

As above, we would have been more than happy to help fix any problems you were having.

The Sure Signal’s the only product we have to provide your home with coverage.

Thanks,

Jenny 

[Rekrap325]

I am desperate to have a working SureSignal in our house but..................... we were in branch that we had one week to return the device if it was not working and by yesterday morning the seven days were up. As a pensioner I could not afford to risk £100 on something that was not working hence the return.

Am I right in thinking that the delay was at your end in that the status was shown as Pending Active? If there is a certain way of getting this set up please let me know and I will re purchase - all very frustrating!

[Retired-Kay]

Hi Rekrap325, 

I'm confident we could have got this working for you. Can I check your wife has a 3G handset? 

If you do purchase one and experience any issues please let us know (including the information Matt requested) and we'll help further. 

Thanks, 

Kay

[Rekrap325]

My wife has an iPhone 4 . Can you de register the current set up so that we might try again ?

I would feel more comfortable about purchasing again if I knew clearly that the reason for it not performing was because of a delay (pending active) on your part in activating the device rather my inability to set it up? Can you give me a straight answer to this?

I would also be happier about trying again if I could be assured I would have 21 days to return the device if i was unable to set it up rather than the 7 days I was given!

Sent from my iPad

[Retired-Andy]

Hi Rekrap325,

We can certainly look into this for you.

See how to get in touch with us here.

Thanks,

Andy

[robravilious]

Hi,

I am in need to desperate help with my Sure signal 2, since we have had Plusnet fibre installed through the BT box the SS power light comes on then for the first ten minutes or so the other two lights flash but never register or provide a mobile signal.

I know there is a problem with bb line as the connection has dropped from 5meg to <2 but this does not explain why we have not had signal since the start.

I am sure it is a simple setting solution but I have no idea where to start!

The speed tests were 2 Meg

Ping test: Line quality B+, Ping 23 ms,

SS serial number: 40113178103

IP address: 80.189.204.150

Trace:

1    1ms      1ms     1ms

2.    21ms    19ms   19ms

3.    19ms     21ms   19ms

4.    20ms     21ms    21ms

5.    19ms     22ms    19ms

6.    23ms     22ms     20ms

7.    32ms     22ms     21ms

8 - 30 all request timed out

Any help appreciated as I may have to change networks soon.

[Retired-Ian_]

Hi robravilious,

Your IP address is fine.

The Sure Signal last connected to our server on 5 September. 

Does this match the date that Plusnet was installed?

I'd like you to reset your Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

The Sure Signal will be back online in around 1 hour.

Thanks,

Ian

[robravilious]

Thanks, Yes that tally with the new broadband fibre service with Plusnet. I have tried it but unsure it will work as in point 1 the lights only flashed breifly solid. I did wait a little longer and they did not reappear. then again in point 4 they only flashed solid. 

I will wait the hour and let you know how I get on.

Rob

[robravilious]

Hi,

I tried a couple of times last night and no joy - eventually only the power light shows.

Rob