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! 

[ivopazdosreis]

Last night I noticed that the Sure Signal is working properly again! It no longer displays orange lights and I hva full coverage in my flat.

I still don't understand why it took so long for this to be resolved, as the problem seems to be on your end (all I did was turn the device on/off and reset it a bunch of times).

Also, you should be aware that your customer service tech staff are giving wrong informatation over the phone. When I fisrt noticed the problem I called Vodafone and was told that the problem was due to my ISP blocking ports and causing the Sure Signal to fail, which is something not likely for an ISP to do. There are also some forum posts here with the exact same problem and that were fed the exact same lies by Vodafone to try and deflect the problem to another company.

But hey, problem solved so thanks anyway! I only wish more people like you and your team were in Vodafone!

[magicman02]

I just spoke to live chat and was told there is a problem with and Sure Signal registered after the 19Th November. Yet, above the SS are working. I have just ljoined VF and maybe regretting it It has been overnight and SS has a steady red light and a slow blinking internet light.Please help.

[ivopazdosreis]

I would advise you to start a new thread in this forum and copy the information in my first post, adapting it to your case. Don't forget the serial number like I did though!

[ChazzD]

@ivopazdosreis

I'm glad to hear it's all sorted for you now

Apologies for the delay in getting the issue resolved. We'll pass your feedback on with regards to the previous misinformation you were given. 

[shoddybusiness]

Sorted? He says it's still not working!

[ivopazdosreis]

My Sure Signal is working. It's magicman02's device that is having problems now and I told him to start a new thread, otherwise this gets confusing for everyone, us customers and the Vodafone tech support team