Vodafone Sure Signal V3 can't access the Vodafone System / fails to authenticate

[ivopazdosreis]

Hi! 

I have a Vodafone Sure Signal device (version 3) and it was working fine until a few days ago. There is a blinking read light and the second and third lights are orange, which according to the instruction booklet means that the device cannot access the Vodafone system. 

I've tried resetting the Sure Signal device as well as my modem, but the problem still persists. Testing it with a different ethernet cable also did not work.

I also called 191 and managed to speak with someone on your tech team but they tried to imply the problem was somehow related to my internet provider's firewall, which I think is very doubtful. My ISP is hyperoptic. 

Info from Speedtest.net:

Ping: 3 ms

Download Speed: 71.68 Mbps

Upload Speed: 44.3 Mbps
My external IP address: 188.172.151.159

My Sure Signal serial number: 

The results of a traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 2 ms 3 ms hyperhub.mynet [192.168.1.1]
2 6 ms 3 ms 3 ms 100.96.47.129
3 11 ms 8 ms 8 ms 172.16.26.52 [172.16.26.52]
4 9 ms 7 ms 7 ms 172.16.29.40 [172.16.29.40]
5 5 ms 10 ms 8 ms 172.16.17.18 [172.16.17.18]
6 7 ms 10 ms 7 ms 172.16.22.224 [172.16.22.224]
7 7 ms 9 ms 10 ms 172.16.20.96 [172.16.20.96]
8 3 ms 3 ms 3 ms 172.16.25.23 [172.16.25.23]
9 3 ms 3 ms 3 ms ge-7-0-5.mpr1.lhr8.uk.above.net [94.31.42.233]
10 6 ms 3 ms 5 ms ae7.mpr3.lhr3.uk.zip.zayo.com [64.125.21.17]
11 3 ms 5 ms 3 ms ae6.mpr2.lhr3.uk.zip.zayo.com [64.125.21.22]
12 6 ms 3 ms 5 ms ae7-xcr2.lsw.cw.net [195.2.2.117]
13 3 ms 5 ms 3 ms ae11-xcr1.lns.cw.net [195.2.25.206]
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.

I hope this is all the information you need to help me out! 

[Mark]

Hi @ivopazdosreis

So we can identify you Sure Signal and investigate your query, please provide the Serial number from your Sure Signal device.

Thanks

[ivopazdosreis]

Whoops!! Forgot about that!
My Sure Signal serial number is: 431622867

[Rahim]

@ivopazdosreis Sorry for the delay in getting back to you.

The serial number you've given isn't valid. 

All Vodafone Sure Signal serial numbers contain 11 digits.

Please confirm the serial number and get back to us if you're still having trouble. 

[ivopazdosreis]

You're right, sorry!

The correct serial number is 43162282867

[Rahim]

@ivopazdosreis Thank you for getting back to us. 

I can see from your serial number that your Vodafone Sure Signal has attempted to connect with our server, however doesn't appear to be alligned correctly. 

To resolve the issue I've resynced your device on our server. 

Please allow 6 hours to pass before resetting your device. 

Let us know how you get on. 

[ivopazdosreis]

I've tried resetting the device as described in the link you provided, but the error still persists. Flashing red bar, no light, orange, orange.

[Tash]

@ivopazdosreis Please check your physical connection between your router and Vodafone Sure Signal to ensure this is set up correctly.

If you continue to have issues, please make sure that you're using port one in your router and try replacing your ethernet cable. 

[ivopazdosreis]

The connection is fine, the device is connected to the router's port 1, and I've also tried it with a different ethernet cable, still no luck.

[Rahim · Accepted solution]

@ivopazdosreis Sorry for the delay in replying to your post. 

I've checked your Sure Signal and can see it's made a connection with our server recently on 22 November 2016 at 3.27pm. 

Please can you let us know if you're still having issues?