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I have a Sure Signal v 3 which I use with a BT Hub 5.
I have had it for years and it's been very reliable on the whole but it has been down for days now and I can't seem to get it up and running.
The red power light is solid and the adjacent 'world' light is flashing white.
I have called Vodafone around 5 times now and on each occasion I have been told told to reboot the unit and wait 6 hours but this has not worked I have been promised call backs which have failed to materialise and there doesn't seem much point calling agaain and being told the same thing.
Is there someone at vodafone who can help resolve this please. Serial number is 43162265524. Thanks.
I appreciate being connected is vital and even more so in these unprecedented times @Johnmu
Perhaps take a look at the Vodafone Vodafone-Sure-Signal-troubleshooting which also has a traceroute option for the Vodafone Social Media Team here to look at.
Customer services should be able to perform a re sync if needed.
The Vodafone Social Media Team via Contact-us-for-account-specific-queries maybe able to help you too.
🌈 Stay Safe 🌈.
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Thanks for your post.
I called the help desk again who said they have reset it...again, and to wait 6 hours. We'll see if that does the trick.
If that doesn't work I'll try the trace route option (whatever that is!) but could you please direct me to it as I couldn't find it in your links.
The remote reboot failed to work and the unti remains down as it has been for several days. If someone could help with this that would be kind.
It's a Version 3 SS
The red light is solid and the world light next to it flashing white
Download - 51.4...... Upload 10.2....... Ping 9
Serial number 43162265524
1 3 ms 2 ms 1 ms bthub [192.168.1.254]
2 6 ms 6 ms 6 ms 172.16.11.68
3 * * * Request timed out.
4 8 ms 7 ms 8 ms 188.8.131.52
5 8 ms 7 ms 7 ms 184.108.40.206
6 8 ms 7 ms 7 ms peer7-et-0-0-3.telehouse.ukcore.bt.net [220.127.116.11]
7 9 ms 7 ms 7 ms 166-49-128-32.gia.bt.net [18.104.22.168]
8 7 ms 7 ms 7 ms 166-49-211-254.gia.bt.net [22.214.171.124]
9 8 ms 7 ms 7 ms ae9-xcr1.lsh.cw.net [126.96.36.199]
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.
Hey @Johnmu The light sequence you've mentioned indicates your Sure Signal's struggling to maintain a connection to your Broadband service. This can happen if it's been switched off, disconnected at any point, or if the software is out of date. To help it reconnect and update the softeware being used, I've resynced this with our network. This can take upto 6 hours. After this time, please restart your phone whilst in range and you'll be reconnected 👍 Let me know how you get on when trying this.
I called the help desk again (beofre your post) who advised me to unplug the sure signal unit and the router, wait 20 minutes, reboot both and wait 6 hours etc.
Unfortunately, the sure signal unit never came back to life - no lights, nothing and after another call the technician and I decided it must be a goner - I've had it since 2016 but maybe that's a fair innings.
So I've ordered another one which should be here in a day or two and hopefully that'll sort me out.
Thanks for your help.