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

[Retired-Lee]

This thread's been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Solid Orange
• In Service: Off
• In Use: Off

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

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

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

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

Thanks

LeeH

[adamajis]

another day another self reset. 5 minutes later, seems to be working fine again.

I will keep repeating myself until somebody actually does something

IS ANYONE LOOKING INTO THIS YET?

HAS THIS BEEN ESCALATED YET?

[Retired-Simon]

Hi adamajis

The only activity that I can see ono your Sure Signal since re-registering on 4^th August is one resync on 7^th August and another on the 14^th.

Its last connection to our servers was on 17^th at 6:16pm.

Just to double check if it is actually the Sure Signal that’s faulty, try it at another location on another internet connection to see if you get the same issue. This is the only way to be 100% sure before it has to be sent for repair.

As we’d initially checked your speed and ping tests a long with your trace route, checked your IP is whitelisted, reync and reset, and you’ve been through the other troubleshooting you can do from your end, this points to either the BT Infinity issue which you’ve already been pointed to on the statement by Andy, or a faulty Sure Signal.

Thanks

Simon

[adamajis]

just now it went to the solid orange again.

what is going on to cause it to self reset periodically and then go to the solid orange?

[oscarguitar]

I have not been able to use this device at another location, but I can not get it to connect at all. It has been switched on all week and I have re-set it twice but with no luck.. I tried to ring Vodafone this morning but got cut off while waiting to transferred to the tech team. The unreliable service around here is why I bought the sure signal in the first place.

Two of the 5 numbers on my account are up for renewal shortly. I have been with Vodafone for a very long time but it may be that I need to consider other networks to get a decent service at home.

[Jenny]

Hi adamajis,

Simon addressed your points in his post here.

As he advised, the only way to know 100% if this is a faulty Sure Signal is to try it on another connection.

For further info on our repairs process, take a look here.

oscarguitar, I can see that your Sure Signal last connected this morning at 3:23.

Is this now back up and running again? If not, we could do with you testing this on another connection if possible.

Thanks,

Jenny

[henpaul]

Tech Team

My VSS continues to drop off periodically although less often than before (now usually daily, sometime every 2nd day)

Is it worth me trying a replacement one in case it's faulty, before I seek a refund, as this is just not doing the job for me. 

As you know, all of my tests showed fine.

Thanks.

[oscarguitar]

Hi,

Since Vodafone do not appear to be able to sort this out and I am not prepared to continue to act as an unpaid R&D department I have returned the Sure Signal and got a refund.

Despite being in a good signal area the coverage I get at home is patchy and can vary between 3 bars 3G and 1 bar 2G over a distance of a few feet, resulting in many dropped calls.  The Sure Signal, had it worked as it should would have been the perfect solution, but since it does not seem to work with BT Broadband (Surely one of the biggest ISPs in the country) and no one can work out the problem I have returned it.  

Altogether a pretty poor result from Vodafone. 

[adamajis]

people dont seem to be getting through when they try to call me on occassion, even when the sure signal appears to be working correctly

[Retired-Andy]

Hi oscarguitar,

I’m sorry to see that you’ve returned your Sure Signal and that we’ve not been able to help you on this occasion.

Hi adamajis,

Your Sure Signal connected to our servers last night at 23:15, are you still getting feedback to say people are having difficulty getting through to you?

Hi Scotswahay,

I can see that your Sure Signal connected to our servers this morning at 03:08, are you still facing the same issue?

We’d need to confirm that your unit is faulty before sending it for repair. Is there any chance you can try it on another connection, that of a friend or neighbour?

If there's not, you can see more information on the repair process here.

Thanks,

Andrew

[adamajis]

the problem is intermittent.

why dont you guys send me another sure signal to try. I am not prepared to wait on hold for hours at the call centre, you should be able to do this from your end and sort it out.

why doesnt anyone bother answering all my previous questions?

have you checked your servers at your end? how do you know the problem is not there?

why do people keep avoiding answering that question?