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Vodafone Sure Signal

Sure signal V2 not connecting

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2: Seeker

I have registered a SS V2 but it doesn't seem to connect.

Upon powering up all 3 lights breifly flash then get steady red power light and white system and phone light flash for 10 mins and then they go out.  The system and phone light never come back on even after 24 hours.

The ethernet plug on the back has flashing green light and steady on yellow. 

I have reset the unit (press the reset button for 30 sec) and the same light sequence happens as above.

I have de-registered and re-registered a number of time but still nothing different.

I have been onto live chat sessions a number of time and they have resync'd the system but this has also not worked.

My serial number is 40120126905

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17 REPLIES 17
2: Seeker

Results of a trace route

Tracing route to 212.183.133.177 over a maximum of 30 hops

 

  1    <1 ms    <1 ms    <1 ms  btbusinesshub [192.168.1.254]

  2     *        *        *     Request timed out.

  3     *        *        6 ms  31.55.186.193

  4     6 ms     6 ms     5 ms  31.55.186.192

  5     6 ms     7 ms    13 ms  core3-hu0-1-0-1.faraday.ukcore.bt.net [195.99.127.34]

  6     7 ms     6 ms     6 ms  peer1-xe1-1-0.faraday.ukcore.bt.net [213.121.193.177]

  7     6 ms     6 ms     6 ms  t2c3-et-7-1-0-0.uk-lon1.eu.bt.net [166.49.211.228]

  8     6 ms     6 ms     6 ms  166-49-211-254.eu.bt.net [166.49.211.254]

  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.

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2: Seeker
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Attachments

2: Seeker

Because VF do not respond to posts for days my SS has now been suspended due to inactivity. This will be the third time VF have suspended the device before I can get a response or told the problem has been resolved and to wait 6-12 hours.

Someone please remove the suspension and help to resolve my problem.

This has now taken me nearly 2 weeks of phone calls and live chats and still no resolution.  I keep getting told the problem has been resolved and to wait hours but suprise suprise nothing positive has happened.

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Moderator
Moderator

Hey @breadncheese, I'm really sorry to hear about the problems you've been having with your Sure Signal. I'll need to complete some security to get the suspension removed, so I can do this securely; I've sent you a private message with details on how to get in touch.

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2: Seeker

I had this reply once before for a previous post a few years back and I NEVER received a response, so I am not going waste my time filling in a form for you to just ignore me.

I totally give up on VF I have NEVER dealt with such muppets and terrible customer support EVER in my life.

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Moderator

@breadncheese It's disappointing to hear you didn't receive a response the last time you tried this. We work all of our messages in a date and time order, so it's possible your message may not have reached us. 

If you follow the steps in the private message @TJ sent you, you'll be directed to complete the form. Once this is done, you'll receive an automated response in your email inbox. This will confirm that we have your message and we'll be in touch as soon as possible. There should also be a reference number in the subject line, that looks something like this [#12345678]. 

If you change your mind and do get in touch, please pop back to us on here with this reference number and I'll be able to double check we've received your message.

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2: Seeker

@breadncheese wrote:

I have registered a SS V2 but it doesn't seem to connect.

Upon powering up all 3 lights breifly flash then get steady red power light and white system and phone light flash for 10 mins and then they go out.  The system and phone light never come back on even after 24 hours.

The ethernet plug on the back has flashing green light and steady on yellow. 

I have reset the unit (press the reset button for 30 sec) and the same light sequence happens as above.

I have de-registered and re-registered a number of time but still nothing different.

I have been onto live chat sessions a number of time and they have resync'd the system but this has also not worked.

My serial number is 40120126905


I’m having this exact same issue. I have a V3 registered and working perfectly (so I know it’s not my router, broadband connection etc) but the V2 just won’t connect - any ideas?

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Moderator

@jon_m We'll be happy to help here. So I can take a closer look into this and what may be causing this on your Sure Signal 2 for you, please come back to me with the results of our troubleshooting template.

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2: Seeker

I have registered a SS V2 but it doesn't seem to connect.

Upon powering up all 3 lights breifly flash then get steady red power light, and white system and phone light flash for 10 mins and then they go out.  The system and phone light never come back on even after 24 hours.

 

I have a SS V3 working fine on the same router - I have unplugged it whilst trying to get the V2 up and running

 

Serial number of SS V2: 40113177600

 

DOWNLOAD_MEGABITS   51.6

UPLOAD_MEGABITS  15.82

LATENCY_MS   20

 

 

IPv4: 81.155.32.203

 

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

 1  192.168.1.254 (192.168.1.254)  4.655 ms 1.641 ms  1.321 ms

 2  * * *

 3  * * *

 4  31.55.185.176 (31.55.185.176)  15.945 ms 10.699 ms  10.344 ms

 5  core1-hu0-8-0-1.colindale.ukcore.bt.net (195.99.127.144)  11.806 ms

    core1-hu0-6-0-8.colindale.ukcore.bt.net.ukcore.bt.net (213.121.192.4)  11.341 ms

   core1-hu0-12-0-3.colindale.ukcore.bt.net (195.99.127.216)  20.449 ms

 6  195.99.127.83 (195.99.127.83)  11.524 ms

   peer6-hu0-6-0-2.telehouse.ukcore.bt.net (62.172.103.13)  13.037 ms

    195.99.127.83 (195.99.127.83)  10.964 ms

 7  t2c3-et-3-1-0-0.uk-lon1.eu.bt.net (166.49.211.236)  10.135 ms

   t2c3-et-7-3-0-0.uk-lon1.eu.bt.net (166.49.211.230)  11.186 ms

   t2c3-et-7-1-0-0.uk-lon1.eu.bt.net (166.49.211.228)  11.121 ms

 8  166-49-211-254.eu.bt.net (166.49.211.254)  43.535 ms  10.998 ms 25.077 ms

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2: Seeker

Still having problems... any help would be appreciated

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Moderator

I'm sorry you're still having difficulty connecting through your Sure Signal @jon_m. As it's not connected our network in the last week, I've resynchronised it for you. This can take up to 6 hours. Once this has completed, please restart your phone whilst in range.
I see you've mentioned you connected two Sure Signals to your router. Having these connected at the same time, can cause connection problems. We recommend only having one connected.

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2: Seeker

I've still not had any joy.  I have only had the v2 connected whilst trying to get it to work. Any other ideas before I give it up as a bad job?

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Moderator

I'm sorry to see you're still unable to connect @jon_m. I know you've provided the light sequence before, so I've got the most up to date information regarding this, please let me know what light sequence you currently have on your Sure Signal and I'll be happy to take another look into this.

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2: Seeker

Still the same lights:

 

Upon powering up all 3 lights breifly flash then get steady red power light, and white system and phone light flash for 10 mins and then they go out.  The system and phone light never come back on even after 24 hours. So it’s just the red power light at the moment.

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Moderator

@jon_m - A steady power light with flashing phone and system lights, usually indicates that the Sure Signal is trying to download a profile. It should then connect within 24 hours.

 

I can see there wasn’t a ‘floor’ registered with the postcode (which floor the Sure Signal’s on in the property), so I’ve updated this for you today - this information being absent can sometimes cause problems.

 

When trying to use two Sure Signals, if they’re close and within each other’s range, this can cause an issue. I know you said the other one has been switched off whilst you’re trying to register the V2 – have you tried restarting your router since turning off the other Sure Signal? If not, please try this and then reset the V2 Sure Signal again.

 

As above, using two Sure Signal’s may not work and can sometimes cause neither of them to work. Any updates sent by us to your router, will often only be forwarded onto one of the devices. The same can happen the other way round too – so when they’re both trying to connect, only one will make it to our servers.

 

Let me know if restarting your router and then resetting the V2 (with the other Sure Signal still switched off) helps get things moving 

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2: Seeker

I know it’s been a while since the last post but unfortunately this still isn’t working. Any last ideas?

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Moderator

I'm sorry to hear this still isn't working . I can see this hasn't connected to our network since it was registered in February. To try to kick start a connection, I've resynchronised it. Leave it six hours and then try restarting your phone whilst in range.

If you're still unable to connect after doing this you can de-register and re-register it. This will ensure there are no issues with your connection between the Sure Signal and your internet connection.

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