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Archive

Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

3: Seeker

Hi, read your message but not sure if I'm one of the 'few customers' with known issue - so here's trace route from mine below. SSv3 has been working fine for months, had a power outage Saturday and it hasn't worked since. Was stuck on the 'connection' light (slow flashing), tried reset with no effect - contacted Vodafone via chat today and they said they'd reset it - now I have different issue, got past connection but I have the light suquence as per this thread.

 

Router: BT HomeHub
ISP: BT
VSS Serial No:40134911722

 

Traceroute results:

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 2 ms 1 ms BThomehub.home [192.168.1.254]
2 26 ms 26 ms 26 ms 217.32.145.9
3 25 ms 25 ms 28 ms 217.32.145.62
4 32 ms 30 ms 31 ms 212.140.235.138
5 32 ms 31 ms 30 ms 217.41.169.221
6 30 ms 32 ms 33 ms 217.41.169.109
7 31 ms 30 ms 30 ms acc2-10GigE-3-2-0.sf.21cn-ipp.bt.net [109.159.25
1.217]
8 40 ms 39 ms 39 ms core1-te-0-13-0-11.ealing.ukcore.bt.net [109.159
.251.165]
9 43 ms 43 ms 42 ms peer6-te0-10-0-8.telehouse.ukcore.bt.net [109.15
9.254.154]
10 38 ms 39 ms 40 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.23
8]
11 53 ms 41 ms 38 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

 

Thanks

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Moderator

@andydbryant

 

Thanks for supplying the information requested.

It appears you may affected by this issue. So we can add you to the list of affected customers and keep you updated on the progress of our investigation, we’ll need to take specific information from you. The quickest way for us to take this info, is for you to call us on 191, option 2 and then follow the option to connect you to our Sure Signal Technical team.

 

 

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2: Seeker

My sure signal has worked for just over 2 years. I had a problem with connectivity in Jan of 2015 (unit worked with all phones but mine), but when I de registered then reregistered the SS box it worked again.  Now it's just stopped working and displays the light sequence in this thread.  De/re registered it, swapped Ethernet cables, tried two different phone lines and 2 different routers - no luck.  I know the internet is fine because we've been streaming videos.   Is it possible I'm one of the effected users of the mystery problem?  How can I tell?   S/N of my unit is 42141626004.  

 

Any help gratefully received!

 

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2: Seeker

Hi

 

It looks as if you can add me to the (growing) list of affected users!  Exactly the same symptoms as DebTX.  Anyone got a solution?

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Highlighted
4: Newbie
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CPN 3: Seeker
3: Seeker

I've been in contact with the Sure Signal 3rd Line team now since my unit failed to connect on Monday the 4th and various firmware updates and reboots have been tried but if my router cannot see your server's IP address (212.183.133.177) how is it ever going to work? I now have the same light sequence as the title of this thread.

 

Router: Sky SR102 (Black)

ISP: Sky Fibre (note that this STILL uses the BT Openreach platform)

VSS Serial No. 421500956383

 

tracert result:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 2 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 18 ms 16 ms 14 ms be436.pr2.enlba.isp.sky.com [89.200.131.252]
4 14 ms 13 ms 13 ms ae51.edge3.London15.Level3.net [212.187.193.185]
5 * * * Request timed out.
6 * * * Request timed out.
7 13 ms 13 ms 14 ms 212.187.195.178
8 13 ms 13 ms 13 ms ae12-xcr1.lns.cw.net [195.2.28.26]
9 * * * Request timed out.
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.

 

Could you kindly add me to the list please?

 

Colin

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3: Seeker
Tried calling last night, 25 minutes on hold and gave up, tonight I get through all the automated choices to be told due to an emergency nobody can answer my call! Can I not just be added to the list without phoning? Calling Vodafone is always a painful experience
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Moderator (Retired)

@andydbyrant

 

There was an issue that we were aware of.

 

Please see our statement here.

 

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3: Seeker
Great, thanks - can confirm my sure signal is working again.
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CPN 3: Seeker
3: Seeker
As is mine. Pity about the level of communication from the team though throughout this week...
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2: Seeker

Hi Guys

 

Tried everything written so far over the last 28 hours and keep coming back to flashing power, static internet and in use in orange with no In service light ever coming on.

 

Sure Signal Serial: 42152516763

ISP: Virgin

Router: Superhub 2

IP: 82.36.145.216

Ping: 12ms

Download: 159.28 Mbps

Upload: 12.26 Mbps

Tracert results:

Tracing route to 212.183.133.177 over a maximum of 30 hops
 
  1     1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1]
  2    10 ms     8 ms    10 ms  10.69.244.1
  3    24 ms    10 ms     8 ms  perr-core-2b-xe-221-0.network.virginmedia.net [62.255.149.213]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    16 ms    14 ms    13 ms  nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
  7    34 ms    36 ms    32 ms  fran-ic-2-ae0-0.network.virginmedia.net [62.254.42.178]
  8    30 ms    33 ms    29 ms  FFMGW3.arcor-ip.net [80.81.192.117]
  9    32 ms    33 ms    33 ms  92.79.213.121
 10    34 ms    33 ms    33 ms  92.79.213.158
 11    32 ms    30 ms    30 ms  85.205.0.93
 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.

 

Not sure what's going on but I'm getting pretty fed up. Since the signal masts in my area were 'upgraded' I cannot get a 3g or 4g signal in my home or garden. Bought one of these Sure Signal and so far it appears to be a waste of money!

 

Please help.

 

Cheers.

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11: Established

@LumenArchitect wrote:

Hi Guys

 

Tried everything written so far over the last 28 hours and keep coming back to flashing power, static internet and in use in orange with no In service light ever coming on.

 


I'm seeing exactly the same with my SS3 here. Flashing power, static internet and in use light, but no in service light. Tried reseting the SS a number of times which has made zero difference.

I'm also with Virgin Media.

 

Speed down/up: 200/12

ISP: Virgin Media

IP: 86.2.240.135

Serial: 42153622370

Trace route:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms router.asus.com [192.168.1.1]
2 * * * Request timed out.
3 12 ms 13 ms 11 ms glfd-core-2b-xe-012-0.network.virginmedia.net [80.0.1.245]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 15 ms 15 ms 19 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
8 31 ms 33 ms 38 ms fran-ic-2-ae0-0.network.virginmedia.net [62.254.42.178]
9 40 ms 43 ms 36 ms FFMGW3.arcor-ip.net [80.81.192.117]
10 33 ms 34 ms 33 ms 92.79.213.121
11 36 ms 34 ms 36 ms 92.79.213.158
12 34 ms 33 ms 36 ms 85.205.0.93
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.

 

 

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2: Seeker

Hi Kay

 

How can we request a reset?

 

I've been tryng to get this thing connected for 4 days.

 

Many thanks.

 

LA

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Moderator (Retired)

@LumenArchitect and @garethr

 

I’ve resync’d both devices for you now.

 

Please allow up to 24 hours for this to take affect and let me know how you get on.

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2: Seeker
Thanks Wayne but after a few resets and restarts we are back to the same state.

Cheers

LA
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11: Established

Just wanted to add that mine is now back on, but that is only because I switched it over to my Sky Fibre connection. On the Virgin line it is still failing to connect with the same symptoms.

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Moderator (Retired)

@LumenArchitect

 

Everything looks to be ok with your connection.

 

The next thing to do would be to try your Sure Signal on a different internet connection.

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2: Seeker

I have this problem

 

Virgin Superhub 2

via

ASUS RT-AC66U router

 

tried with just upnp and all ports forwarded, neither way worked

have deregistered and tried a reset

Perhaps someone could help?

 

Thanks

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2: Seeker
And how do I do that with only 1 connection?
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Moderator (Retired)

@danproctor - 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.

 

@LumenArchitect - Maybe ask a friend or family member if it's alright to try your Sure Signal on their connection?

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