sure signal issues

[iany]

Hi,

After having to do a reboot on the BT router last night the sure signal wont seem to allow phones to connect, its up and has the 2 white lights on, but phones wont connect.

ive tried -

rebooting our phones (2 of them, neither can connect)

rebooting sure signal 

rebooting router (again)

any idea what i can try next?

[BandOfBrothers]

Hi,

Something in the Sure Signal FAQs may help. 

Please also take a look through these Sure Signal Trouble Shooting threads :


https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...


as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

[iany]

looking at those it fits this pattern, but the "live help" doesnt resolve and i end up on a dead page...

For version 3 Sure Signal (the plug in version):

• Lights one, two and three are solid
• Light four does not light up when attempting to make a voice or data connection through your Sure Signal

If you're experiencing this issue, please contact Live help. 

[BandOfBrothers]

Try using

Live Chat

[iany]

spoke to someone via livechat (Sushil C) who was very helpful, he got someone on the tech team to do something, lights changed and apaprently it was updating, i had to go out this afternoon and missed a call to ask if it was ok now, just got back home and it seems like i still have the same problem , i'll see if i can resurect the call with them

[Mark]

@iany

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.

Thanks

[iany]

thanks Mark,

Ended up calling this morning and one of the guys had a reset and an update sent to the device, it seems to have finished and the lights are steady again but i still cant get a 3g signal on either of my phones.

someone called back but i didnt get to the phone quick enough, any idea how i can get back in touch ?

[Mark]

@iany

If you fill the above information, we'll be happy to look into this and get in touch. Alternatively, you can call us on 191 or 03333 040191 from any UK phone.

[iany]

hi, here's the results as per the list above... does this help?

ping 28ms upload 17mb down 1mb

http://www.speedtest.net/result/5149750913.png

pingtest

quality A

ping 33

jitter 5

packet loss 0%

external IP 86.178.19.111

traceroute (via irish dos not windows unfortunately!) seems to be a bit sketchy to me?!

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  bthomehub (192.168.1.254)  40.470 ms  2.073 ms  2.073 ms

 2  * * *

 3  * * *

 4  217.41.217.61 (217.41.217.61)  17.569 ms  15.970 ms  15.643 ms

 5  212.140.235.90 (212.140.235.90)  17.325 ms  26.255 ms  17.104 ms

 6  31.55.164.197 (31.55.164.197)  18.101 ms  17.011 ms  17.377 ms

 7  31.55.164.109 (31.55.164.109)  19.285 ms  18.074 ms  20.860 ms

 8  109.159.248.223 (109.159.248.223)  34.016 ms

    109.159.248.191 (109.159.248.191)  17.855 ms

    acc2-10gige-0-2-0-4.bm.21cn-ipp.bt.net (109.159.248.232)  16.892 ms

 9  core2-te0-3-0-14.ealing.ukcore.bt.net (109.159.248.154)  22.409 ms

    core1-te0-15-0-7.ilford.ukcore.bt.net (109.159.248.146)  21.565 ms

    109.159.248.52 (109.159.248.52)  22.940 ms

10  host213-121-193-156.ukcore.bt.net (213.121.193.156)  25.545 ms

    core1-pos9-2.bletchley.ukcore.bt.net (194.72.31.153)  22.272 ms

    peer1-xe3-2-0.telehouse.ukcore.bt.net (109.159.254.205)  21.455 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  25.107 ms  26.476 ms  28.482 ms

12  85.205.0.86 (85.205.0.86)  24.220 ms  26.218 ms  28.071 ms

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[iany]

did anyone do anything? its just started to work again.... odd!!