Suresignal problems unresolved

[JPeter]

Hi

I have requested a re-set which appears to have been performed, but my suresignal remains inactive.

Spoken to customer services 7 times in the past 3 days.....

Status:

All 4 lights solid

mac address visible in router devices list

network connection (RJ45 input) not lit suggesting no data trafic

In vodafone sure signal dashboard only two phones shown one is the admin and a second

in the devices list three are listed, excluding the admin (which is as expected)

any ideas?

by the way, the reason for the renewed interest in my suresignal is the crap signal which I have in my home, interestingly this returned, having been fine for over a year, when 4G was switched on........

WA11 9 JX

s/n 21196847327

help or advice much appreciated

J Peter

[allegoricus]

Hi JPeter,

You don't say whether your VSS worked previously. If not, you'll be asked for the following information in addition to your device serial number:

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

Your Sure Signal serial number:

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.

Also there are a few ports that should be verified as open, but rather than bother with that, I suggest that you move your VSS into the DMZ, assuming your router supports this. This places the VSS on the outboard side of your firewall.

You also need to distinguish between a reset (which you do yourself on the VSS) and a resync (done by the Vodafone tech people on their server at the other end of the connection).

After they perform the resync, they ask you to reset the VSS as per the following:

• Perform hard rest of the VSS unit by
• Hold in the reset button until all the light 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 of the lights to come on the release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours. [1]

[1] Also known as 24 hours.

It helps in tracking your problem if you continue to post in this thread.

HTH,

Peter

[JPeter]

Thanks for your comments.

i spoke to one of the tech team who tells me that there is a network issue in the area and that the nature of the problem means that my 3G reception and my suresignal will be affected.

Sounds very unlikely and kind of defeats the purpose of a sure signal, but I guess I just have to manage without for a few days.

I have to say that this is starting to make me feel that a provider move is looking more appealing....

J Peter

[allegoricus]

It can get pretty frustrating, I agree. 😞

[Phil]

Hi JPeter,

Just to clarify, if there is an network outage in your area this won't affect the Sure Signal.  As you state, this would defeat the purpose of the device itself. 

Is it up and running now? If not could you please post the information that allegoricus has asked for as this will help narrow down the cause of the issue.

Thanks

Phil

[JPeter]

Sorry for the delay, been working away.

so an update.

On my return home I find vodafone 3G in the house is a little improved, so I guess there was a network issue which has eventually been resolved. Two weeks with no home connection for 3 mobile phones is a bitter pill to swallow (thank God for iMessenger and Facetime) and wife and kids none too pleased however.

Still a little miffed about my suresignal though. It's obvious C/S have not a clue And it is not possible to troubleshoot from the call centre.

I have a very good connection and can ping the server from within my network.

The problem does, I'm sure lie with the suresignal.

If I interrogate my router there are two wired connections, my TV and my Blueray. The suresignal does not appear, so the plan to place it in the dmz falls flat at this stage.

I have swapped ethernet cables, so I'm happy with my cabling, which leaves me with a faulty box in my mind.

All four lights are on and solid. If I reset, the top light remains lit, the other three flash and then go solid. This isn't normal behaviour.

The serial number is 21196847327 and registered postcode is WA11 9JX

its basically a brick - is there any way to get it replaced Without forking out even more beertokens...

thanks in advance

J Peter

[JPeter]

Forgot to check the route - might point to a problem

Microsoft Windows [Version 6.0.6000]

Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\J Peter>cd/

C:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    13 ms    17 ms    19 ms  cpc1-know12-2-0-gw.know.cable.virginmedia.com [9

2.239.252.1]

  2    35 ms    31 ms    26 ms  know-core-1a-ge211.network.virginmedia.net [81.9

7.115.61]

  3    16 ms    24 ms    20 ms  pres-core-2a-ae10-0.network.virginmedia.net [195

.182.178.145]

  4    12 ms    11 ms    12 ms  leed-bb-1c-ae12-0.network.virginmedia.net [213.1

05.159.193]

  5    15 ms    23 ms    11 ms  leed-bb-1a-ae10-0.network.virginmedia.net [62.25

3.174.21]

  6    14 ms   107 ms    24 ms  nrth-bb-1b-as2-0.network.virginmedia.net [62.253

.185.101]

  7    24 ms    27 ms    16 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.

174.18]

  8    25 ms    24 ms    34 ms  LDNGW1.arcor-ip.net [195.66.224.209]

  9    22 ms    25 ms    19 ms  85.205.116.14

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 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:\>

-- 

J Peter

[Retired-Lee]

Hi there JPeter,

Thanks for coming back to us.

There's not one piece of reference material in my possession that helps diagnose a '4 steady lights' symptom so it's a little alien to me if I'm being honest.

I've checked with a colleague and the only way 4 lights would be solid/steady would be if there was an active data connection.

Could you factory reset the VSS for me?

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Let me know how you get on.

Cheers,

LeeH

[JPeter]

Hi Lee

i followed the reset as you described.

the top light ca,me back on solid and then after about two minutes all three of the others

now back to 4 solid lights.

Also the suresignal is still not showingmup in my connected devices on the router -so it still seems to be a brick, all be it with four lights.

thanks in any case

J Peter

[Phil · Accepted solution]

Hi JPeter,

Thanks for coming back to us.  We've done some digging and to be honest this isn't something that we've come across before and so we'll need to arrange an exchange for you. 

Please follow the instructions I've sent over to you via PM and we'll be in touch with you.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks,

Phil