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Vodafone Sure Signal

Sure Signal V3 not working

2: Seeker

My Sure Signal V3 device has been working fine since i got it early this year.

 

It was last working fine on Friday 16th November and I was away over the weekend. Upon returning on Monday 19th November, i noticed the device had a blinking red light and two orange lights.

 

I've called customer services 5 times and tried all the troubleshooting below:

- Switching the device on and off

- Switching the router on and off

- Resetting the device

- Resetting the router

- Using a different port on the router to connect the device

- Called ISP provided to open ports and remove firewall

- Requested a resync of the device 

 

None of the above has worked. Can someone please assist?

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7 REPLIES
17: Community Champion

The Sure Signal device has a 24 Month Manufacturing Warranty so if it still fails to work as it should after you've exhausted all the reset and troubleshooting means then you can pop it into a Vodafone Highstreet Store for them to send it off @hshah84

I wish you all the best with this situation. 

Current Phone > Samsung Note 9 _512Gb > Model: SM-N960 Hybrid-Duos.

 

Samsung Gear s3 Frontier Watch.

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Moderator

@hshah84 I understand how important Sure Signal devices are for our customers and I'm sorry to hear you're having problems with yours. 
Please take a look at our Sure Signal troubleshooting thread, then post back your results here if you’re not directed to an existing thread. We'll then be able to take a closer look into this for you 😊

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2: Seeker

Hi Coleen,

 

Thanks for your response. I have done various trouble shooting with your colleagues and also contacted my internet provider multiple times. The local vodafone store has also replace my sure signal 3 device with a new one but the problem still persists. I can see a flashing red light and the last two solid orange lights. The device was been working perfectly fine since January until last weekend when it stopped working.

 

Please see requested information below:

 

The issue you’re experiencing: No mobile signal

What light sequence you're seeing: Flashing red light and last two solid orange lights

Your speed test results: 

IP_ADDRESSTEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES
93.115.195.14611/29/2018 11:46 PMGMT77.7344.993London0


Your external IP address: 2a01:4b00:868b:5b00:c885:6b86:d316:a74c

Your Sure Signal serial number: 42175028820

 

The results of a traceroute.
VSS Traceroute command
On a PC:

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 2 ms 1 ms 1 ms hyperhub.mynet [192.168.1.1]
2 121 ms 11 ms 4 ms 100.97.22.1
3 2 ms 3 ms 6 ms 172.17.6.216 [172.17.6.216]
4 2 ms 4 ms 2 ms 172.16.16.110 [172.16.16.110]
5 9 ms 3 ms 2 ms 172.16.24.26 [172.16.24.26]
6 8 ms 3 ms 4 ms 172.16.25.234 [172.16.25.234]
7 2 ms 4 ms 1 ms ae11.mpr2.lhr3.uk.zip.zayo.com [64.125.27.50]
8 1 ms 8 ms 11 ms xe-10-0-0-xcr1.lsw.cw.net [195.2.22.221]
9 2 ms 4 ms 1 ms ae12-xcr1.lns.cw.net [195.2.28.26]
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.

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Moderator

Thanks for getting back to us with your results @hshah84.

I can see that your IP address isn't currently on our whitelist, so I've requested for this to be added by our dedicated team. Once we have an update, we'll be in touch to let you know.

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Moderator

@hshah84 Our team have now updated us to let us know that your IP address is now on our whitelist. 

Please reset your Sure Signal and let us know if this has helped to resolve things for you.

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2: Seeker

Hi Natasha,

 

Thanks for your assistance. This seems to have resolved the issue. 

 

Could i I please ask what exactly went wrong here as nothing had changed from my side or my internet provider. 

 

So much of my time and that of Vodafone colleagues and my internet service provider’s support team has been wasted on trouble shooting this issue. New sure signal device was issued to me and my internet provider also posted out a new router which was not required resulting in unnecessary costs. 

 

Most inportantly it has has resulted in significant inconvenience over a week! 

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Administrator

I honestly couldn't tell you why this has happened @hshah84. Due to the nature of the issue and what was needed to resolve it, we need to send the details across to our specialist team in order for them to action the resolution. Once this has been done, they reply to us to confirm it's been actioned, but that's all the information we get back. I am glad to see it's now working again though 🙂

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