Vodafone Sure Signal 3 Stopped Working

[cherrytwothree]

My sure signal 3 was flashing orange for a couple of days and not connectiong properly.  I unplugged it yesterday, left it for a while. plugged it back in and now it is completely dead.  I logged into my vodafone account and for some reason it was not showing as registered.  I re-registered it, received the confirmation text but there is still nothing.  There are no lights and it is not showing up on the BT Hub as connected.

Further info as requested for other issues:

What light sequence you're seeing. - No lights at all

Your speed test results: 2.25 download, 0.34 upload (our usual rates)

Your ping test results: Ping - 58 ms.  Jitter - 6ms

Your external IP address: 5.81.244.143

The results of a traceroute.

tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 29 ms 28 ms 28 ms esr11.edinburgh6.broadband.bt.net [217.47.157.14
2]
3 28 ms 28 ms 28 ms 217.47.157.13
4 39 ms 38 ms 38 ms 213.1.69.186
5 38 ms 38 ms 39 ms 31.55.165.49
6 37 ms 37 ms 36 ms 31.55.165.107
7 37 ms 36 ms 36 ms 109.159.250.62
8 47 ms 43 ms 44 ms 109.159.255.147
9 48 ms 48 ms 48 ms acc1-10GigE-0-5-0-7.l-far.21cn-ipp.bt.net [109.1
59.254.110]
10 46 ms 47 ms 47 ms lndgw2.arcor-ip.net [195.66.224.124]
11 47 ms 45 ms 45 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.

Your Sure Signal serial number: 40123639367

I have tried a different ethernet cable in a different port in the router but still no lights.  I have also tried it in several different electricty sockets - no lights although it is still working as a socket for other electrical items.  Please can you help?

[cherrytwothree]

Can anyone from the support team help please?

 I cannot use the mobile at home properly without the sure signal so it makes my vodafone contract pretty useless.  

If there is no solution can you advise if I can claim compensation on my contract, as I wouldn't have renewed with vodafone if I thought I had wasted over £100 buying something to compensate for a poor signal which just stops working for no reason?  

I live nearly two hours away from a shop, so popping in to get someone to look at it is not an option.

[Retired-Kay]

Hi @cherrytwothree 

Your speeds are very low which would normally indicate an issue. The fact the Sure Signal has no lights suggests a faulty unit. 

Please try it at an alternative location (such as a friend/family members). If it's still the same, please follow the instructions in the private message I've sent. 

Thanks, 

Kay

[cherrytwothree]

Hi Kay,

Many thanks.  Those speeds are actually considered quite good for this area and the sure signal has been working fine with those up until now.  I have sent you a private message as requested.

Thanks again.