VSS 3 no longer working since re-register

[Mark1357]

Hi all,

Vodafone support de-registered by Sure Signal 3 for me so I could re-register it on a different Vodafone account - however since re-registering it it no longer works - I tried a reset but same behaviour. Serial number is 40131542637.

• Of the 4 lights on the front, the first 3 are solid and the 4th does not light up.
• If I try to add a phone number from the Vodafone web site under Manage Service / Sure Signal / Add Users I get the error " Sorry, there seems to be a problem. We're working hard to fix the issue, so please try again later.: 500, 2011 - [2d2] "
• If Vodafone support add a number for me it does appears in the web portal however those phones still don't get a signal
• On the Vodafone web site the Sure Signal status is listed as active

Any ideas?

Many thanks,

Mark.

[Retired-Beau]

@Mark1357

I can see the last time your Sure Signal connected was the 4 April.

I’ve re-synchronized the device for you now. This may take up to 24hours to fully connect. During this time, please don't reset or unplug the Sure Signal.

Once the above steps have been followed (and after 24 hours have passed) please perform a reset:

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in

Allow around one hour for the Sure Signal to come back online.

[boatlon]

Ok Ihave picked up this post as it matches a similar problem I have myself.I have switched off the Vss and plugged back in and reset the unit and a phone light came on after reset , I then plugged the Ethernet cable back in and now the Internet light and phone symbol are flashing together , is this right and do I wait now. 

I moved house to another  other post code and number last year and the VSS has never worked since , am I doing the right reset for my number please. 

Regards Pat

[Retired-Charles]

@boatlon - 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.

• 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[Mark1357]

Hi Beau,

Many thanks for your help -

I can confirm that the SureSignal is now working with other handsets in my house, however it does not allow me to add by pay monthly number -

• If I try to add my pay monthly number from the Vodafone web site under Manage Service / Sure Signal / Add Users I get the error "Sorry, there seems to be a problem. We're working hard to fix the issue, so please try again later.: 500, 2011 - [2d2]". I can add other numbers ok.
• I requested Vodafone support via live chat add my pay monthly number for me on two occasions, they confirmed they've added it however it isn't shown in the Sure Signal portal on the Vodafone website and my phone doesn't get a signal.

There seems to be something about my pay monthly number that isn't liked by the Sure Signal - any ideas? It worked ok before I unregistered and re-registered the Sure Signal.

Many thanks,

Mark.