Vodafone Sure Signal

[bellybellybelly]

Bought a Suresignal 2 days ago, registered and received the registration email. Setup wouldn't work (after 10 minutes was left with solid red power light only).

Tried several resets of both SS and router (BT Homehub 2). BT techhie then sorted out the ports on the HH2 to recognise the SS, but still the SS didn't work.

Contacted Voda tech help, who eventually said that there is an ongoing technical issue with the registration of SS2 boxes. Is this correct and if so when is it likely to be resolved as currently I have a useless piece of plastic with a red light glowing.

Please help, I need a mobile signal!

[Andy]

Hi bellybellybelly,

I've logged your post, here, from earlier this morning to be looked at by the team. So that we don't duplicate information, we'll only respond on the linked thread.

As soon as an advisor is available, they'll be along to help.

Thanks

Andy

Moderator

[andybt]

@dave,

I don't think its a connection issue. The lights all flash whether a lead is plugged in or not. I suspect its more of a hardware issue.

I haven't tried a second lead but will do so shortly. If that doesn't work is the unit likely to be replaced under warrenty or will I need to get a new one?

Andy

[andybt]

@Dave. unit is currently plugged in with a new network cable but all lights on the unit (Main 4 + 2 network lights) are all flashing at a rate of approximatley once per second. I am unable to reset the device as per your instructions.

I need to get this sorted one way or another today.

Andy

[michaelnobbs]

Hello

I've just replaced my BT Home Hub 2 with a Belkin N150 and my Sure Signal won't reconnect (it was working with the Home Hub).

I have a solid power light on (and briefly when the SS is reset the fourth light flashes for a while and then stops) but no other lights come on.

My ISP is BT

My Sure Signal serial number is 21197242478

With thanks for any help you can offer

[bellybellybelly]

Hi Andy

No one is repsonding to that thread. What next?

[Wayne]

Hi all

@andybt – It looks like your device is faulty, I’ll send you a private message that explains exactly how you can get in touch with us so that we can discuss this further.

@michaelnobbs – Welcome to the eForum . With a solid power light you’ll need to go through the following troubleshooting thread – Solid Power light

Give that a go and let us know how you get on.

@bellybellybelly – I understand your Sure Signal is now working? Please let us know if you need anything else and we’ll be happy to help.

Thanks

Wayne

eForum Team

[guyfarley2]

Hi,

Router is synced at 8124

Download is between 6 and 7 mbps

Here is the tracert from the customers pc.

DMZ was running on port of the router to the sure signals ip. Have tried it with those ports forwarded as well.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\Malcolm>ping 212.183.133.177
Pinging 212.183.133.177 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 212.183.133.177:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\Malcolm>trace rt 212.183.133.177
'trace' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Malcolm>trace rt 212.183.133.177
'trace' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Malcolm>tracert 212.183.133.177
Tracing route to 212.183.133.177 over a maximum of 30 hops
  1     1 ms     1 ms     1 ms  192.168.1.1
  2    14 ms    15 ms    13 ms  esr17.birmingham8.broadband.bt.net [217.32.92.14
0]
  3    15 ms    14 ms    15 ms  217.32.92.13
  4    15 ms    15 ms    16 ms  213.1.69.178
  5    15 ms    14 ms    15 ms  217.32.26.30
  6    15 ms    15 ms    15 ms  217.32.26.178
  7    15 ms    15 ms    15 ms  acc1-10GigE-0-5-0-7.bm.21cn-ipp.bt.net [109.159.
248.102]
  8    22 ms    24 ms    23 ms  core2-te-0-4-0-4.ilford.ukcore.bt.net [109.159.2
48.6]
  9    20 ms    19 ms    20 ms  peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.136]
 10    25 ms    25 ms    41 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11    21 ms    21 ms    21 ms  85.205.116.10
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *     ^C

[wayside59]

Have tried all the things mentioned in the troubleshooting guide but does not help. This is the 3rd day I have had problems and normally when I have given up hope of it working it suddenly comes back to life. I use a Belkin N1 vision router (F5D8632UK4A), the serial no of my VSS is 21196791806 and my ISP is TalkTalk. I have already posted this on the other thread as I posted before seeing the rquest to add to this thread

[LVB1]

My old style SS stopped working at the weekend and despite daily resets it has only managed to reconnect briefly.  I have been through the trouble shooting tests without success. I do have fairly regular failures but in all cases a reset of SS has worked eventually (usually the same day) so this is the longest period of time that it has failed. I have had the same SS and router for years.  I have a constant power light on and no other lights.  The ethernet cable is fine (nice flashing light present at the connection point) as is the broadband connection. DCHP is enabled and the BT router has been rebooted several times since tthe w/e with no impact on the SS.

My SS serial number is 21221971506.

[Benpointer]

I get something very similar

PING 212.183.133.177 (212.183.133.177): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4

then 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.2.1 (192.168.2.1) 3.506 ms 0.892 ms 0.903 ms
2 loop-l2tp.fb2.newnet.co.uk (212.87.69.131) 32.314 ms 32.090 ms 31.751 ms
3 lns0.th.newnet.co.uk (212.87.69.193) 32.510 ms 32.256 ms 32.113 ms
4 thn-core1.dsl.newnet.co.uk (212.87.79.174) 32.850 ms 32.379 ms 33.434 ms
5 62.121.4.1 (62.121.4.1) 40.608 ms 38.127 ms 50.335 ms
6 ldngw1.arcor-ip.net (195.66.224.209) 32.982 ms 34.369 ms 36.474 ms
7 85.205.116.14 (85.205.116.14) 34.557 ms 35.371 ms 34.876 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *

[James]

Hi Guys,

Thanks for your posts here please find your responses below.

@ guyfarley2, everything with your traceroute looks fine however I can see that a location move has been detected.

Due to this I have updated the location profile for you please allow 24 hours for this to be completed and if the issue continues please let us know the external IP address that they are using so we can check that this isn’t being blocked for you.

@ wayside59, I have responded to your query in your other thread here.

@ LVB1, I can see that your sure signal reconnected to the server last night; can you confirm if you are still experiencing issues with your Sure Signal?

@ Benpointer, everything on the traceroute looks fine with no clear issues where the connection is timing out.

However I can see from your other thread here that your issue is now resolved, please let me know if this is not the case and I will be able to look into this for you.

James

[mschaefer]

I have had my sure signal switched off for a long time, but recently the signal at home has deteriorated again, so I felt the need to use the sure signal again. Having read through the troubleshooting guide, I have deregistered and registered the device again. Since using it last, I am now using a Virginmedia Superhub and am on a 100mb connection. I have opened ports, tried the DMZ route and have set MTU to 1500, no joy, I can ping the suresignal at its internal IP address. 

The exact router is VM super hub VMDG480.

Thanks for your help

Michael

[mschaefer]

The light has ben flashing for four days now, I had a response from the support team, my sure signal appears to connect to the vodafone server, still no joy. Just in case someone at vodafone is able to do something my sure signal serial number is 21229768037. iIt's the original type

thanks 

Michael

[Dave]

Hi mschaefer,

Looking at the serial number, I can see that since you posted the Sure Signal has connected with the network late last night.

Can you advise if you're still having this issue for me?

Dave

[guyfarley2]

Hiya guys, thanks for the help with one of my customers sure signal. I know it's not normal but I have a second customer who is having issues with his sure signal. Would it be possible to get a number to contact yourselves so that when I go on site I can he a response whilst there and could
Perform diagnostics over the phone. This customer is
Running on a wisp. The company have assured me that they have never had problems and they have one running over the same connection.

Thanks

[guyfarley2]

HIya,

Managed to get hold of customers sure signal info.

S/N - 40111633273

Tracert -

1     1 ms    <1 ms    <1 ms  zyxel.com [192.168.1.1]
  2    79 ms    79 ms    91 ms  254-128-12-86.static.virginmedia.com [86.12.128.
254]
  3    42 ms    39 ms    42 ms  brhm-lam-2-tenge13-2585.network.virginmedia.net
[62.255.59.106]
  4    45 ms    40 ms    66 ms  brhm-core-2b-xe-1101-0.network.virginmedia.net [
213.106.231.249]
  5    63 ms    84 ms   148 ms  brhm-bb-1b-ae8-0.network.virginmedia.net [62.253
.174.77]
  6    75 ms    39 ms    53 ms  nrth-bb-1a-as4-0.network.virginmedia.net [62.253
.185.105]
  7    41 ms    45 ms    34 ms  nrth-tmr-1-ae1-0.network.virginmedia.net [213.10
5.159.30]
  8    84 ms   105 ms    76 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253.
185.81]
  9    50 ms    55 ms    53 ms  FFMGW4.arcor-ip.net [80.81.193.117]
 10    77 ms    68 ms    70 ms  92.79.213.133
 11    79 ms    88 ms   111 ms  92.79.213.154
 12    72 ms    92 ms   101 ms  85.205.116.6

The customer had spoken to technical. The units Signal Light is flashing on and off very quickly. The LAN lights are flashing very quickly. Which i assume lots of data is being exchanged.

PLease could you advise.

Thanks

Guy

[Lee]

Hi there guyfarley2,

I'm afraid we don't have a direct dial number as we are an outbound calling team so it might be easier if you ask your customer to register for the eForum and post here themselves.

Is the customer also a customer of Vodafone?

I've checked the VSS and it's is registered correctly but I have noticed it was registered after your post on the 22nd. If the issue is still ongoing then please ask them to perform a factory reset as per my below instructions.

VSS Factory Reset

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Cheers,

Lee

[guyfarley2]

Hi,

I have forwarded the instructions on to the customer. I belive he has done this procedure various times. From what i understand the sure signal has been on for a number of weeks (not working that is) and is weird that it only showed up in the last 2 days. He is a customer and he is the registered account holder of that VSS. Did the tracert provide any info? I noticed some big jumps there. Please note the customer is running on a WISP. With Virgin being the ISP. I don't believe it has ever worked.

[Lee]

Hey guyfarley2,

Thanks for forwarding the information on.

I didn't mention the trace route because there wasn't anything to comment on really. I could say that some of the hops are a little long responding but they're within the requirements.

I've checked the VSS again and it connected to our servers just after I resynced the device last night. Could you ask if the symptoms remain?

Cheers,

Lee