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

[David_G]

Oops, my apologies.

Serial Number: 40123636066

[Retired-Dave]

Hi guys,

David_G - Thanks for that. I've resynched the Sure Signal as that hasn't been done for a while, so can you reset it for me?

• 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.
• The Sure Signal will come online in around 1 hour.

djmaitla - Everything there looks fine as well.

I've resynched yours, so can you follow those steps as well? This time, though, unplug the cable before you press the button, and plug it back in once you release.

We've had differing reports as to whether the lights come on before you release the button or on release, but holding the button for 30 seconds should work either way.

The Home Hub 5 has only recently become available, so I don't have any information on the as yet. BT test the two and let us know the findings, so as soon as we know more we'll be able to address anything they find.

PandB - I've give you the resync too, so you'll need to reset as well. 

adamyharrington - You have a 2 year warranty with the Sure Signal, so the store will be able to arrange a repair if needed.

Dave

[djmaitla]

Dave.  Do you mean unplug the RJ45 cable before and after the reset?  Derek

[djmaitla]

Dave.  I have done as you suggested and now have loss of sure signal and a different error light combination.  Red is flashing and the last light furtherest away from the red one is solid orange on.   Not impressed.  I had a working system before doing your reset, now apparently stuffed.  Fingers crossed that it recovers.   Derek

[djmaitla]

Hi Dave. Have solved the new error light combination.  I had plugged the network cable into the wrong port on the Suresignal v3 unit.  Apologies.  Derek

[PandB]

Hi Dave

Carried out the reset, as you suggested and it seemed to work. Unfortunately every time I make a call, after about 10 minutes, the call fails and when you look at the Sure Signal it seems to be rebooting itself. Any thoughts of what might be happening?

P

[Jenny]

Hi everyone,

louise_78 – Your Sure signal hasn’t connected with our server since 31 October so I’ve done a re-sync for you today.

Please complete this by performing a factory reset as follows:

-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.

The Sure Signal will be back online in around 1 hour.

djmaitla – No problem, I’m pleased this is working again now.

Just to clarify, Sure Signal repairs can be arranged in store. If you can let me know which store you spoke to, we can feed this back.

PandB – Your Sure Signal connected last night and is looking ok from our end.

I’ve re-synced this again today so try another reset and let us know how you get on.

If you’re still having problems, try this on another connection (a friend or family members for example) so that we can see if this is the box, or the connection.

Thanks,

Jenny

[djmaitla]

Dave.  It was the Halifax store.  They said that they had been instructed to do nothing with SureSignal Units.  That said they were incredibly helpful to me and arranged for me to get my faulty SSv1 replaced by negotiating on my behalf whilst I was in the store.  It was interesting to see the young lady suffer some of the frustrations with the SureSignal support team that I had also experienced.  However she took a firm line and said that I was not leaving the store until Vodafone agreed to replace my faulty unit, which I had run nearly all tests known to man on.  I think you need to clarify to ALL stores, your policy regarding repair/repacement of proven faulty SS units.  Derek

[Sukhi]

Hi djmaittla

Thanks for letting us know I will feed this back on your behalf :).

miketrow66 - Thanks for the update, let us know if this continues to happen.

Thanks

Sukhi

[louise_78]

Hi Jenny

The initial reboot worked but the signal keeps dropping out and not working. Any advice?.

Regards
Louise