sure signal swap issue

[shenderson8]

Getting an error when replacing sure signal

Sorry, there seems to be a problem.

We're working hard to fix the issue, so please try again later.: 500, 1013 - [2m1]

Sure signal V2

40110437882

Trying to replace with

Sure signal V3

4214220220

V2 continues to work fine.

[Rahim]

@shenderson8 The serial number you've mentioned for your V3 Sure Signal is invalid. 

Please check your serial number again and try registering your device via your My Vodafone account. 

Let us know if you have any further issues

[shenderson8]

Sorry it's 42141220220

[Amanda]

Hi @shenderson8

Thanks for getting back to us. 

If you're still experiencing issues getting this swapped over, we'll need to access your account to see what's happening.

Please come and speak to us on Live Chat.

Thanks, 

Amanda 

[shenderson8 · Accepted solution]

I believe this has now rectified itself. Now shows on my account

Thanks

[Tash]

Thanks for letting us know @shenderson8.

If you need any further assistance in the future, please let us know.

[shenderson8]

Although it show on my account I can't connect. Do I need some sort of resync, refresh?

[Tash]

@shenderson8 We recommend rebooting the router to see if this allows you to connect your device to the internet. Please follow the steps below.

Reboot your router/modem.

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. Press the reset button on the Sure Signal

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Please let us know if you continue to experience issues after completing these steps.

[shenderson8]

I have tried all the above.DHCP checked I have also tried adding recommended IPs to my firewall and port forwarding, changed cables. I have left for 24hrs after every change or settings. Neither the V2 or V3 will work. The V2 has always been plug and play with no issues for over 3 years and now does not work.

It my firm belief that this must be an issue at your end.

The V3 alternates between solid red, flashing white circle. and flashing red, solid orange circle.

The v2 has all 3 flashing.

please advise

Tracert below

C:\Users\laura>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    14 ms   153 ms     2 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    13 ms    17 ms    13 ms  be445.pr2.thlon.isp.sky.com [89.200.132.114]
  4    13 ms   126 ms    19 ms  lag-102.ear1.London1.Level3.net [212.113.9.141]

  5    13 ms    13 ms    13 ms  Vodafone-level3-200G.London1.Level3.net [4.68.72
.94]
  6    14 ms    12 ms    13 ms  ae0-xcr1.lsh.cw.net [195.2.24.110]
  7    13 ms    13 ms    15 ms  ae36-xcr1.lns.cw.net [195.2.25.170]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 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.
>

[DaneB]

@shenderson8

I have private messaged you on how you can contact us.

Once you've followed the link, we'll be in touch with you.