Vodafone Sure Signal No Lights

[muzzy7777]

Hi

Plugged in my new vodafone sure signal for the first time on saturday. hooked it up to my router and registered on the vodafone website, the dashboard says the SS is 'active' however there are none of the lights are lit on the front of the unit, not even the power light. 

tracert results below. is this a fault with the unit? 

thanks

anthony

C:\Users\Aj>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 192.168.0.1
2 * * * Request timed out.
3 40 ms 38 ms 39 ms 89.200.135.232
4 34 ms 38 ms 39 ms 027808bf.bb.sky.com [2.120.8.191]
5 34 ms 35 ms 34 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145
6 42 ms 47 ms 46 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 50 ms 58 ms 47 ms 188.111.129.25
8 68 ms 66 ms 66 ms 85.205.116.14
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.

[Retired-James]

Hi muzzy7777,

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.

Your Sure Signal serial number:

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

Thanks

James

[muzzy7777]

Hi James

Speed Test - 4.19mb down 0.64mb up

Ping test - 34ms

External IP - 151.226.180.21

Serial - 40123300846

Thanks

Anthony

[Jenny]

Hi muzzy7777,

Thanks for getting back to us.

I’ve checked this and can see that your Sure Signal is active however it’s not yet connected.

Please can you try a factory reset as follows:

-Perform hard rest of the VSS unit by

-Hold in the reset button until all the lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

If this still isn’t working, please post a full traceroute so that we can check this further

Thanks,

Jenny 

[muzzy7777]

Hi Jenny

Tried a factory reset, however your instructions didnt seem to match our Sure Signal as we dont have a power cable as it plugs directly into a power socket. also, to start off with there are no lights illuminated on the front of the unit, however I did hold the reset button down for 30+ seconds as you instructed but nothing happened, no lights came on etc even though there is deffinately power to the unit.

trace route as requested

Thanks

Anthony

C:\Users\Aj>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 192.168.0.1
2 * * * Request timed out.
3 40 ms 38 ms 39 ms 89.200.135.232
4 34 ms 38 ms 39 ms 027808bf.bb.sky.com [2.120.8.191]
5 34 ms 35 ms 34 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145
6 42 ms 47 ms 46 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 50 ms 58 ms 47 ms 188.111.129.25
8 68 ms 66 ms 66 ms 85.205.116.14
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.

[Retired-Lee]

Hi muzzy7777,

I recommend you take the VSS back to where you bought it for a replacement if it's less than seven days old.

No lights at all means there's no power getting to the box.

Cheers,

LeeH

[muzzy7777]

Hi

There is deffinately power going to the unit as the activity light underneath the VSS where the ethernet cable connects from our router is lit and flickers indicating activity. Also, our router detects that there is a device connected to it on the corresponding LAN port.

I also purchased the VSS direct from yourselves.

Thanks

Anthony

[Retired-Lee]

Hi there muzzy7777,

My mistake. I assumed from the title of the thread no lights were on

Can you tell me what happens if you try the unit on another connection such as a friend or relative's house?

I appreciate you've bought the VSS from Vodafone but you will need to return it to the point of sale if it's faulty as we can't order them over the phone.

Thanks,

LeeH