Vodafone Sure Signal v3

[tubascuba]

My Sure Signal v3 has worked fine since it came out of the box. About 48 hours ago the village here suffered a power cut. When power was restored I had to get BT sort out my router but it turned out that Openreach people were working in the street outside and had played with connections. Once sorted everything worked - except for Sure Signal. Just a solid red light and a slow flashing white ethernet light. I have tried disconnecting, holding reset button for 30 seconds etc. and have plugged it into a different router - always the same two lights. Have left it untouched for more than 24 hours but no change. Never had a problem before this. All the rest of my kit is working OK. Any help/advice much appreciated as my Vodafone signal here is rubbish! SS is connected to BT Home Hub 4, broadband speed about 7 mbps. System is Mac OSX 10.10.3. First post - pls forgive length...

[drey_p]

Hi there

Please could you run the the SureSignal Troubleshooting Guide and post your results back here for a member of the eForum Team to look into.

[tubascuba]

Thanks! I did see the  Suresignal Troubleshooting Guide but the light sequence on my SureSignal v3 is not shown in the list of possible combinations. Solid red, slow flashing white internet. On my Bt Home Hub 4 the SureSignal is shown as connected with a mac address but with a static IP address of 192.168.1.4 and I can't see anyway of turning on DHCP for SS or getting into the SS and changing the IP adds. Also, none of the three 'click here' options in the Troubleshooting Guide apply to me so sorry but I don't know what to do next. Grateful for any help. I don't really understand all this but it does seem like an IP address problem...

[Mark]

@tubascuba

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.

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.

[tubascuba]

Hi Mark

Many thanks for looking at this. I am a Mac user on OSX 10.10.3 with a BT Home Hub 4. Everything else on my network is working fine. Yesterday I spoke with Vodafone using online chat (Menna) and they told me that had done a resynch on my SS and instructed me to reset it by pressing the reset button for 5 secs and then wait for about six hours for the resynch to take effect. This I did (it has now been 24 hours) and absolutely no change. The SS has a solid red light and a slow flashing white internet light and nothing else lit  up.

Here are the results you asked for:

Speed test:
Download 6.87 Mbps.Upload 0.40 Mbps.

Ping test:
Unable to test Packet Loss. Java is not installed.
Ping 35 ms.
Jitter 6 ms.
Grade B* - Very good.

Exernal IP address: 86.142.227.95
IPV6 Address: ::ffff:568e:e35f

Sure Signal V3 serial number:
40124154366

Result of Traceroute:
Traceroute has started…
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  bthub (192.168.1.254)  0.821 ms  0.668 ms  0.542 ms
 2  213.123.107.186 (213.123.107.186)  12.840 ms  13.253 ms  23.880 ms
 3  217.32.98.193 (217.32.98.193)  12.577 ms  11.196 ms  11.101 ms
 4  213.1.69.214 (213.1.69.214)  13.795 ms  13.836 ms  13.029 ms
 5  217.41.168.102 (217.41.168.102)  12.793 ms  12.273 ms  13.278 ms
 6  217.41.168.43 (217.41.168.43)  12.619 ms  13.481 ms  12.785 ms
 7  217.41.168.107 (217.41.168.107)  14.071 ms  12.382 ms  14.761 ms
 8  acc1-te0-4-0-11.l-far.21cn-ipp.bt.net (109.159.255.194)  13.901 ms  13.578 ms  13.516 ms
 9  core4-te0-9-0-26.faraday.ukcore.bt.net (109.159.249.59)  13.130 ms  12.937 ms  12.923 ms
10  peer1-xe1-0-0.faraday.ukcore.bt.net (213.121.193.165)  15.998 ms  12.977 ms  13.453 ms
11  lndgw2.arcor-ip.net (195.66.224.124)  15.519 ms  32.366 ms  14.735 ms
12  85.205.0.93 (85.205.0.93)  15.110 ms  15.513 ms  14.748 ms
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[Retired-Kay]

@tubascuba

The Serial number you've provided is deregistered.

Please take a look at our video for help with registering your Sure Signal version 3. 

[tubascuba]

Thanks, Kay. That's really surprising. I spoke with Vodafone (Menna) on the chatline for about 30 minutes just a couple of days ago and I was told that they had resynced my SS! So just how it became de-registered goodness knows. I have now re-registered it and fingers crossed...

[tubascuba]

SS is now registered - still nothing after 12 hours. Red light solid and white internet light slow flashing... The BT Home Hub4 says that the SS is 'connected' and shows a static IP address for it but sadly still the SS still hasn't gone into service.

[Mark]

@tubascuba

We can see that the Sure Signal has not connected with our Network since you re-registered it on 24 June.

To get the device to connect with our network and restore your service reboot your router. Once this has reconnected, reset your Sure Signal.

If you are still without a service, please check the connections to your Sure Signal are all secure, please connect the device with a new Ethernet cable.

[tubascuba]

OK, I have rebooted the HH4 and then reset the SS. Waiting with fingers crossed!

Thanks.