Vodafone Sure Signal V1 - Not picking up phone

[macdonai]

All lights are working apart from the 3rd line indicating a phone is being picked up. I have done all the resets suggested and had the box resynched by Vodafone support to no avail.

Reading other similar issues I may need new software sent. My id number is 21197206606.

Please help!!

[macdonai]

Hello,

I was wondering anyone within the Tech Team had an answer as I've seen similar issues solved elsewhere.

Many thanks.

Ian

[Jenny]

Hi Ian,

I’ve checked your serial number and you already have the latest software version.

So that we can look into this further, please get back to us with the exact problems you're having and what light sequences you're seeing, as well as 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:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

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

Thanks,

Jenny

[macdonai]

Jenny,

Thanks for your response. Information requested is as follows:

Lights 1,2 & 4 on Sure Signal box always on. Light 3 never flashes despite 2 registered phones in house.

Speed test : 33mps

Ping test: 21ms, jitter 11ms, 0%packet loss

ip address: 914.174.78.141

Serial Number: 21197206606

There eappears to be a problem with the traceroute.

C:\Users\Spots>tracert 212.183.133.177

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

1 8 ms 9 ms 16 ms cpc2-dals18-2-0-gw.hari.cable.virginm.net [94.17
4.78.1]
2 7 ms 9 ms 10 ms hari-core-2b-ae4-724.network.virginmedia.net [81
.96.17.245]
3 13 ms 7 ms 8 ms popl-bb-1b-ae8-0.network.virginmedia.net [81.96.
16.205]
4 7 ms 9 ms 8 ms popl-bb-1c-ae1-0.network.virginmedia.net [213.10
5.159.190]
5 25 ms 15 ms 11 ms xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]
6 14 ms 20 ms 18 ms ae12-xcr1.lns.cw.net [195.2.28.26]
7 * * * Request timed out.
8 * * * Request timed out.
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.

C:\Users\Spots>tracert 212.183.133.177

Regards,

Ian

[Retired-Dave]

Hi macdonai,

The traceroute looks fine. It just runs a set number of steps even if it doesn't need them all.

There's usually two results for the speed test - upload and download. Whilst 33mbps would be fine for either, .33 tends to be a common upload speed, so can I just get you to reconfirm these?

In the meantime, I'll ask for the latest software to be pushed through for you. Make sure you leave the Sure Signal connected for the next 24 hours.

Dave

[macdonai]

Dave ,

Apologies for not giving fill disclosure on the Speed Test. Download speed was 33, upload speed was 2.91.

Thanks,

Ian

[Gemma]

Hi Ian,

Thanks for getting back to us.

They’re both ok.

I can see my colleague Dave’s requested the latest software to be pushed through.

Please leave the Sure Signal for 24 hours and get back to us if it’s still the same.

Thanks,

Gemma

[macdonai · Accepted solution]

Dave/Gemma,

The software push through appears to have worked. Many thanks for your hard work.

However I have a final departing question, what's the best way of fixing this if it ever occurs again without resorting to the Forum? At the start of this conversation it was said I already had the latest software..........

Regards,

Ian

[Retired-Kay]

Hi macdonai, 

You can always call 191 if you experience any issues but I'd recommend coming back to us and we'll contact you as soon as possible. 

Kay