sure signal not worked for months now despite calling vodafone

[19chris79]

Hi

I have the sure signal v3 & it hasn't worked for around 3 months now. I called 191 around 3 wks ago & someone said it would be working again after 1 hour - that never happened

I have a solid red light & the next one slowly flashes, i've changed the cable that connects to my router as well, reset many times, turned on/off but nothing has changed. I'm unable to use my phone at home unless i go & sit in the car

Any help greatly appreciated

Thanks

C

[Retired-Kay]

Hi 19chris79,

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,

Kay

[19chris79]

Thanks

Downlaod speed 20.5

Upload 7.27 mbps

Ping 36ms

IP address 86.150.112.146

trace route results

traceroute 212.183.133.177

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

 1  bthomehub.home (192.168.1.254)  5.344 ms  2.119 ms  1.887 ms

 2  172.16.13.4 (172.16.13.4)  22.381 ms  13.662 ms  14.118 ms

 3  * * *

 4  217.41.216.69 (217.41.216.69)  16.167 ms  16.045 ms  14.169 ms

 5  host109-159-245-146.range109-159.btcentralplus.com (109.159.245.146)  14.558 ms  14.438 ms  14.746 ms

 6  213.120.162.69 (213.120.162.69)  15.094 ms  17.460 ms  15.275 ms

 7  31.55.165.109 (31.55.165.109)  15.115 ms  16.184 ms  14.594 ms

 8  acc2-10gige-1-2-0.mr.21cn-ipp.bt.net (109.159.250.198)  14.552 ms

    109.159.250.180 (109.159.250.180)  15.410 ms

    acc2-xe-4-2-3.mr.21cn-ipp.bt.net (109.159.250.246)  16.878 ms

 9  core2-te0-0-0-17.ealing.ukcore.bt.net (109.159.250.158)  23.043 ms

    109.159.250.150 (109.159.250.150)  25.485 ms

    core2-te0-13-0-16.ealing.ukcore.bt.net (109.159.250.168)  25.434 ms

10  peer1-xe9-0-0.telehouse.ukcore.bt.net (109.159.254.120)  22.046 ms

    peer1-xe1-1-0.telehouse.ukcore.bt.net (109.159.254.134)  21.612 ms  22.415 ms

11  lndgw2.arcor-ip.net (195.66.224.124)  24.236 ms  24.297 ms  23.619 ms

12  85.205.0.93 (85.205.0.93)  24.117 ms  22.985 ms  23.212 ms

sure signal serila number 40132750965

Thanks

[Retired-Laura]

Hi 19chris79,

I’ve checked this and I can see that your IP address is not white listed.

I have sent this off to be actioned and we’ll post once this has been done.

Cheers,

Laura

[19chris79]

Hi

any update on this?

Thanks

[DaveCD]

Hi 19chris79,

We've been advised that this has now been added to the whitelist.

Please perform a factory reset and advise us which lights are showing on the Sure Signal.

DaveCD

[19chris79]

Hi

I now have a flashing power light, solid orange next light & a solid orange light at the end.

I have a BT Homehub 5 router, I've enabled port clamping, done the port forwarding as requested aswell

Thanks

[Sukhi]

Hi 19chris79,

It appears that you're being affected by the issue here.

Thanks,

Sukhi