Vodafone Sure Signal

[guysmith75]

@James

That's solved it - thanks for the quick response.

[alperry]

James

Thanks for your help but no luck yet, still solid power light.

IP address is 87.115.57.150

Thanks

Alistair

[Dave]

Hi alperry,

The IP is whitelisted, so this is not why the Sure Signal is not being able to connect to the internet.

Can you check the lights on the back of the Sure Signal box for me and let us know what you see?

If you do not see a sign that the connection is active, can you try a different cable connecting it to the router if you have one, or popping the cable into an alternate port on the router?

Can you also try the following if needed:

 - Switch off both the router and sure signal, then reboot the router only. Allow this to restart fully, then restart the Sure Signal.

 - Check the following ports are open on the router: 8, 50, 123, 500, 1723, 4500.

 - Run a speed test to confirm minimum speeds are achieved

 - Perform a traceroute test

• 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.

 These last two tests check the connection without involving the Sure Signal, so if these show any issue then we can confirm that the box itself is not the culprit.

Please get back to us to let us know how you get on.

Dave

[alperry]

Thanks Dave, still no joy...

ethernet cable is fine - solid green light and flashing orange light, port works ok on other devices

restarted router, no change

ports open, 50 tcp rest udp

speets test 5mb down .91 up

trace:

tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     2 ms     2 ms     2 ms  192.168.1.1
  2    45 ms    30 ms    30 ms  lo0-central3.pcl-ag03.plus.net [195.166.128.240]

  3     *       29 ms    28 ms  gi1-7-331.pcl-gw01.plus.net [84.92.6.80]
  4    29 ms    37 ms    36 ms  ae3.pcl-cr01.plus.net [195.166.129.40]
  5    29 ms    29 ms    29 ms  ae1.ptw-cr01.plus.net [195.166.129.0]
  6    30 ms    29 ms    30 ms  ae2.ptw-cr02.plus.net [195.166.129.5]
  7   117 ms    29 ms    44 ms  po2.ptw-gw02.plus.net [195.166.129.39]
  8    32 ms    29 ms    33 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  9    41 ms    68 ms    41 ms  85.205.116.2
 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.

Thanks for the help

Alistair

[DaveCD]

Hi alperry

Thank you for your post and the additional information.

Everything appears to check out fine, the jump in step 7 seems a little high but would not prevent you from connecting.

So we can establish for sure that the device is at fault, please can you try the SureSignal at an alternative location such as a friend, relative or even work.

If it works then it would be a fault within your setup, otherwise the device may be at fault.

Once this has been tried we can look at our alternative options.

Many Thanks

DaveCD

eForum Team

[alexdunsdon]

It worked for months. then stopped. I have tried all rouble shooting steps as requested.
its conected to a Virgin super hub VMGD 480.
My vfss s/n is 40113164863
My ISP IS Virginmedia
Please help

Alex

[sparkiemike]

DELETED

[alperry]

Hi Dave

Tried it in neighbours house, no luck.  Assume device is dead and needs changing?

Alistair

[James]

Hi Guys,

Many thanks for your posts here.

@ alexhudson,  I can see that your Sure Signal is registered and connected to our server this morning, are you still experiencing any issues?

If yes please follow the instructions for a reset below and also let me know your external IP address so this can be checked against the white list for you.

@ alperry, So that we can look at this for you I have sent you a quick PM, please follow the instructions on the PM and one of the team will be able to follow this up for us.

You can find your PM inbox here.

VSS Factory Reset

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

James

[martinkendall]

Hello,

It is now six months since my first post, and I have recieved non serious attempt to resolve the problem.

Just to recap, our sure signal worked for 9 months, then just stopped. 

I have tried all the items listed (replacing the cable, trying other ethernet sockets on my router,etc), tried another router.  I have reset the router, I have reset the sure-signal, I have disabled the firewall on my router, I have tried opening the ports listed by others.  I have given it a static IP, I have gievn it a dynamic IP, I have enabled port clamping, i have disabled port clamping.  I have turned uPnP on, I have turned it off.

In between each of these things I have reset the sure-signal (and also the router many times) and left it online for 24 hours to see if that worked.  It hasn't.  

I am able to ping the sure-signal.

Our router is a black BT Home hub 2, we are with BT Broadband (neither of these have changed in 2 years - well before we had the sure-signal).  

The numbers on the back of our suresignal are:

253264385

Mac: 000E5919E9B3

Serial #: 21224665634

F153/10

After the Vodafone team did a reset,  I reset the router, the sure signal and I have also tried things like enabling clamping and also have all the ports forwarded to the VSS.  I have tried putting the VSS in the DMZ, but that hasn't helped either.

The one thing of note is that I am getting this in the event log:

My MTU is 1480 if that helps,

IDS fragment parser : fragment out-of-order (1 of 1) : 212.183.133.177 86.133.110.146 1500 UDP 4500->64287 frag 40132:1480@0+

So there seems to be a breakdown in communication between BT and Vodafone.

Could you please help, despite all the things I have tried and the information I have given, I have recieved 4 months of silence from Vodafone through this forum.

If this is not the right place to resolve issue, please let me know where I should be turning my attention,

Martin

[DaveCD]

Hi martinkendall

Thank you for your post and I am sorry to see you are still experiencing difficulties.

I understand that this has been frustrating for you and so we can look at other options for our investigation with your particular query please follow the instructions on the Private Message I have sent to you and we will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[mousecalledjerr]

My Sagem sure signal s/n 21224723235 has stopped working, all that happens is the power light flashes, i havent used it for a few months so i thought i may need to re-register it but the registration just says please try again in a few minutes

[DaveCD]

Hi mousecalledjerr

Thank you for your post and it is great to see you here.

I have checked your device and can see that this is currently suspended.

So we can investigate this further I have sent you a Private Message to follow and once we have your response we will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[guyfarley2]

Hi, 

I've got a Linksys WAG54GS and i've  got problems using my sure signal. done alltheport forwarding,DMZ to it. Tried resetting and waiting!! Any previous info on this model?

Thanks,

Guy

[andybt]

I have a slihtly different issue in that all of the lights are flashing! This includes the two lights on the ethernet port too. The unit has been working fine for several months and started flashing this afternoon. The cables are connected fine and I have internet connection. I am using a Draytek 2820vn router and have the SS plugged into one of the ports on the router. 

The serial number is 21221963297.

I have tried resetting the unit but there is no response to the reset button being pressed.

Any clues appreciated, or where do i get a new one :-)

Andy

[Dave]

Hi guys,

guyfarley2 - Apologies for the delay in responding. Can you confirm your serial number for me so we can take a closer look?

Also, did you mean you were waiting or that you had tried? If the former, what happened when the reset was complete?

-----------------------------

andybt - Can you confirm you followed the full reset procedure, as simply pressing the button doesn't reset the box?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

If this does not resolve things, do you have access to a replacement Ethernet cable or alternate internet connection you can try the Sure Signal with? This will help to see if something is blocking the network connection for the box.

Dave

[andybt]

Hi Dave,

I pressed the reset button for nearly a minute and the lights all still flash at a rate of about twice per second.

I should they do that from the time I plugged the unit back in and the whole time the reset button is pressed.

Andy

[guyfarley2]

Hi, 

The serial Number is 21196822775, what is weird is that I have tried it on another broadband line, different router and it works great. Please Note that the unit never texted me infrming me that it had been moved. 

------Seperate issue------

Also what information do you have on the sure signal requirements. I'm working alongside a WISP and some clients are having problems with the new type sure signal of the BARS just flashing. Is that a bandwith or Port issue?

Thanks

Guy

[Rach68]

Hi I have read though all the trouble shooting tips and I still can not get my BSR FEMTO Vodaphone 253264385 @mac:000E591AB710 to work. I have a solid green light to say the power is connected. When I press and hold the re boot button all the lights flash and then it goes back to the single green light. Any ideas.... Thanks

[Dave]

Hi guys,

andybt - I've performed a re-sync for you, so let us know if that helps.

Also, have you managed to try the alternate cable or connection I suggested?

-----------------------------------

guyfarley2 - That's not weird - it simply confirms that the Sure Signal box is functioning, and that problem lies with either the connection or router.

 - When the Sure Signal is plugged into the affected connection/router, is the Ethernet light on the back of the box lit?

 - Can you try the alternate router on this connection to see if the issue persists? This will help pin down whether the line or router is the issue.

 - Can you perform a speed test for me and let us know the results?

 - Can you also perform a traceroute for me?

• 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.

With regards to the second issue, one of the requirements of the Sure Signal is a fixed-line home broadband connection with a minimum speed of 1MB. If they are using a Wireless Internet Service Provider then this could be why they are unable to connect.

---------------------------------------

Rach68 - Can you confirm the serial number for me again for the Sure Signal? The one you have provided appears to be incomplete.

Dave