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williamz0 · ‎20-01-2015

Hi - for the last few years, I have had the usual issues with getting SureSignal to work with BT HomeHub 3 as you'll see on the forum.

I managed to fix this by replacing the HH3 with a Draytek Vigor2820n router as soon as we connected that up, the sureSignal started working again and worked for months!

However, the Draytek settings got reset just before Christmas and now the SureSignal will not connect to Vodafone somehow. I also have a spare SureSignal (bought when it was suggested by Vodafone/BT that the problem was the SureSignal and not the BT HH3) that is also plugged in and flashing :0)

How can I get assistance from Vodafone in getting one of these to work please?

williamz0 · ‎17-02-2015

Hi again - I really need to get to the bottom of this as no phone signal in the house is a nightmare.

My IT company says:

"The SureSignal now has it’s own IP address, has blanket allow permissions on the outbound and all the ports requested by Vodafone are open on the inbound.
There is nothing more that can be done as far as opening up security."

Is it possible to confirm with Vodafone what you can or cannot see of the device contacting your servers since the port changes were done 2 weeks ago.

I have done another Traceroute test if this helps:

DL Speed: 37.03

UP speed: 6.46

Ping: 19ms

Jitter: 0ms

My IP address: 81.149.165.99

Traceroute results:

C:\Users\Gary>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BT Openreach.Hyperlinx [192.168.18.1]
2 15 ms 15 ms 15 ms host81-130-224-1.in-addr.btopenworld.com [81.130
.224.1]
3 16 ms 15 ms 16 ms 213.120.178.141
4 16 ms 16 ms 16 ms 213.120.177.98
5 16 ms 16 ms 16 ms 217.41.168.77
6 17 ms 17 ms 17 ms 217.41.168.107
7 16 ms 16 ms 16 ms 109.159.249.76
8 16 ms 16 ms 16 ms core3-te0-19-0-19.faraday.ukcore.bt.net [109.159
.249.37]
9 16 ms 16 ms 17 ms 62.6.201.175
10 18 ms 19 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 18 ms 18 ms 17 ms 85.205.0.86
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.

Trace complete.

C:\Users\Gary>

Ben_H · ‎18-02-2015

Hi @williamz0

Thanks for updating your results. The serial number shows your unit hasn't connected to our servers since 3 December last year.

Does this tie in with the router reset you mentioned in your first post?

If so, try de-registering your Sure Signal before leaving it an hour and registering again. This will stop your Sure Signal from looking for the previous router setup.

Failing that, I'd recommend testing another power cable. As with any hardware, these can degrade over the years. Replacing the power lead can work out cheaper than buying another Sure Signal outside of the warranty period.

williamz0 · ‎18-02-2015

Thanks Ben - I'll try re-registering and yes 3rd December seems about right for the router reset.

I do have 2 Suresignals as I bought a spare last year after someone from Vodafone on here suggested I try another as mine may be faulty. It turns out both are working fine and the main one worked right until 3rd December.

I did remove the Suresignal by de-registering a couple of weeks ago and then re-registering but I didn't leave it an hour between. I'll try that again.

I can also try the mains cable from the spare SureSignal just in case.

I'll report back but I do really need to get to the bottom of this as it all worked fine since swapping the BT HH3 Router to a more professional Draytek last year.......until 3rd December.

williamz0 · ‎21-02-2015

Hi - so I have tried using the mains lead from my "spare" Suresignal. No difference.

I have de-registered and waited a couple of hours and and then re-registered the SureSignal - still no difference even after doing a full reset as per the instructions from Sarah above.

In my Vodafone control panel for Suresignal it now says:

Status: suspended

Has it been suspended as it hasn't been used/working for 3 months?

I have tried to register my "spare" SureSignal but get this error message:

Sorry we are not able to process your request because of following errors in your form.

Sorry, The serial number you are trying to register is already registered. Please recheck your serial number and try again.

Even though I now only have one SS registered although marked "suspended" I cannot add another one to try out as it says it is already registered.... and I can't deregister it as it isn't showing up as registered...

I am losing the will to live with this... I have had 3 years of hassle with this device!

2 and 1/2 years trying without success to get it to work with the BT HomeHub 3 (with Vodafone help via this forum and also BT help) then 6 months with it working fine with a new expensive Draytek pro spec router and then nothing since a router reboot in December. Then being told by Vodafone to buy a new router. Or mains lead. Or move the location of the SS when all it does is sit on a shelf here in my office and worked fine before on the same shelf...

Does anyone else make a signal booster that works?

Retired-Laura · ‎23-02-2015

Hi @williamz0

So we can take a look into this, get in touch with our Live help team.

Cheers,

Laura

williamz0 · ‎23-02-2015

Thanks Laura - this link just takes me to your Contact Us page:

http://www.vodafone.co.uk/contact-us/index.htm

I then chose Personal Customer > Pay Monthy > Network & Coverage > Why has my SureSignal stoped working? when then has a link to the Eforum which I guess is where I am now?

Is there an email address or phone number I can get hold of the Live Help team on please?

Ben_H · ‎24-02-2015

Hi @williamz0

We've replaced emails with Live help as you'll get an immediate response.

Please select:

Personal
Pay Monthly
Looking for something else
Can't find what you're looking for

Alternatively, if you're not calling 191 from a Vodafone line, you can call us on 03333 040191. Option 1 and option 3 will get you through to an agent.

Thanks,

Ben

williamz0 · ‎27-01-2015

Hi Sarah - thanks for this info.

Speed test results:

36.25 DL

4.68 UL

Ping Test:

Ping 35ms

Jitter 2ms

Unable to test packet loss

IP Address:

81.149.165.99

I performed the VSS Traceroute with the SureSignal sitting idle although plugged in to mains and router etc but not with flashing lights:

C:\Users\Gary>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BT Openreach.Hyperlinx [192.168.18.1]
2 28 ms 29 ms 28 ms host81-130-224-1.in-addr.btopenworld.com [81.130
.224.1]
3 29 ms 29 ms 29 ms 213.120.178.141
4 29 ms 30 ms 29 ms 213.120.177.98
5 30 ms 29 ms 29 ms 217.41.168.77
6 30 ms 29 ms 30 ms 217.41.168.107
7 29 ms 29 ms 30 ms 109.159.249.76
8 30 ms 29 ms 30 ms core3-te0-19-0-19.faraday.ukcore.bt.net [109.159
.249.37]
9 30 ms 29 ms 30 ms 62.6.201.175
10 33 ms 31 ms 32 ms lndgw2.arcor-ip.net [195.66.224.124]
11 31 ms 31 ms 31 ms 85.205.0.86
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.

Trace complete.

C:\Users\Gary>

omsullivan · ‎02-06-2015

Hi,

My sure signal keeps dropping out. Worked fine for 2 years and now it is playing up. Lights flashing, loss of connection etc. I have read threads and have done hard resets but this isn't helping. Now all the lights are on and working fine but earlier this morning - nothing. I conducted the test info that you required earlier this morning. I would like some advice on how to fix this permanently as it is quite frustrating!!

Ping Speed - 38 ms

Download -0.69 mbps

Upload - 0.83 mbps

Ping Test -

Packet loos 0%

463 ms

Jityter 71 ms

Grade F

External IP - 194.203.212.1

Suresignal Serial No -40124239290

Tracert Info -

omsullivan · ‎02-06-2015

Hi,

My sure signal keeps dropping out. Worked fine for 2 years and now it is playing up. Lights flashing, loss of connection etc. I have read threads and have done hard resets but this isn't helping. Now all the lights are on and working fine but earlier this morning - nothing. I conducted the test info that you required earlier this morning. I would like some advice on how to fix this permanently as it is quite frustrating!!

Ping Speed - 38 ms

Download -0.69 mbps

Upload - 0.83 mbps

Ping Test -

Packet loos 0%

463 ms

Jityter 71 ms

Grade F

External IP - 194.203.212.1

Suresignal Serial No -40124239290

Tracert Info -