Vodafone Sure Signal

[ARWC28]

Hi,

My SureSignal has been working well for months and has now stopped. Just got a red steady power light.

I've tried all the restart procedures including router and hub. Nothing has changed on my network.

My current IP is 109.155.189.206 - it changes when the router is restarted.

ISP is BT Broadband/Infinity.

SS serial number is 40114642677

Thanks,

Alistair

[jallder]

Could you please check to see if mine has connected recently.  Serial is 21224640611.

Have moved to FTTC PPPoE and had MTU issues which I resolved by getting a Mikrotik router.  Have configured and tested that MTU 1500 passes through, and a packet capture appears to show the fragmented packets getting through.  Have reset the Suresignal and de/reregistered but still have the eternally flashing power light.

[DaveCD]

Hi ARWC28

Thank you for your post, we have been made aware of an issue and we hope to have this back up and running very shortly, for many users this has now been resolved and I can see you connected since posting, please can you advise me if you are still experiencing difficulties.

Hi jallder

Thank you for your post, I can see that your device has not connected for some time so I have re-synched this for you, please perform a factory reset and let me know how you get on.

Many Thanks

DaveCD

eForum Team

[guyfarley2]

Hi,

The problem still exists. Flashing Bars. The Network lights are flashing too. I am off to the customers site now with my VSS, serial number 40111647471 to see if we can get a connection with that there. What do you think the problem could be?

Would it be possible to get a call when someone picks up the message. So we can discuss the issue whilst i'm on site. (removed for customer security)

Thanks,

Guy

[Rahal]

Hi,

Guys can you please check if IP 92.25.4.15 is in whitelist as its not going beyond ip 85.205.116.2 when i am doing tracert.

My SS v2 is flashing every 5 minutes ago, goes off and then start flashing again.

Thanks

A Rahal

[Rahal]

correction, my new ip is 78.147.61.254 and its still failing tracert at same ip mentioned in earlier post.

[DaveCD]

Hi guyfarley2

Thank you for your post, unfortunately we work on a first come first serve basis so were unable to call as requested, how did you get on with your Sure Signal and what light sequence did you obtain?

Hi Rahal

Thank you for your post.

I have checked and can see that your IP is included in our whitelist.

The 85.205.116.2 is our server, unfortunately we are unable to advise beyond that due to network security.

Please can you provide the results of a speedtest and pingtest as well as your Sure Signal serial number.

Many Thanks

DaveCD

eForum Team

[Rahal]

---

DaveCD wrote:

Hi guyfarley2

Thank you for your post, unfortunately we work on a first come first serve basis so were unable to call as requested, how did you get on with your Sure Signal and what light sequence did you obtain?

Hi Rahal

Thank you for your post.

I have checked and can see that your IP is included in our whitelist.

The 85.205.116.2 is our server, unfortunately we are unable to advise beyond that due to network security.

Please can you provide the results of a speedtest and pingtest as well as your Sure Signal serial number.

Many Thanks

DaveCD

eForum Team

---

---

Download speed is 5.61mb/s

upload speed is 0.806mb/s

by ping test i suppose you mean tracert

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms     1 ms     5 ms  192.168.11.1
  2     3 ms     2 ms     1 ms  192.168.2.1
  3  14 ms   10 ms   19 ms  host-78-149-16-1.as13285.net [78.149.16.1]
  4    47 ms    24 ms    33 ms  host-78-151-225-209.static.as13285.net [78.151.2
25.209]
  5    31 ms    25 ms    32 ms  host-78-151-225-212.static.as13285.net [78.151.2
25.212]
  6    42 ms    37 ms    41 ms  xe-11-2-0-rt001.the.as13285.net [62.24.240.13]
  7    37 ms    38 ms    37 ms  host-78-144-0-206.as13285.net [78.144.0.206]
  8    44 ms    46 ms    40 ms  host-78-144-0-164.as13285.net [78.144.0.164]
  9    42 ms    40 ms    39 ms  LDNGW1.arcor-ip.net [195.66.224.209]
 10    39 ms    39 ms    42 ms  85.205.116.2
 11     *

Serial number for sure signal is 40113836304

This really is getting really annoying now as i am unable to work from home due to this and my phone is useless in my house (even on 2g)

[ssmb08]

Hi,

My SureSignal has been working well for months and has stopped for the last few days - it's got a steady red power light but no other lights are on at all.

I've tried all the troubleshooting procedures described earlier in this thread (i.e. connection, ethernet cable, internet connection, rebooted the router, checking the router can assign an internal ip address automatically, checked MTU settings) and I've called Vodafone helpcentre who referred me to the troubleshooting guide. Nothing has helped.

Router is a Linksys Wireless G ADSL gateway, model number WAG54GS.

ISP is BT Broadband.

SS serial number is 40112022252.

Please could you look into this for me as I work from home and having no working suresignal is really disruptive and frustrating.

Many thanks,

Saskia

[Wayne]

Hi All

Thanks for your posts here.

@Rahal – I have performed a resynchronisation of the device for you. Can you reset your Sure Signal and let me know how you get on?

@ssmb08 and welcome to the eForum. I have also resynchronised your device. Can you do the same as above and reset your Sure Signal?

Thanks

Wayne

[Beds1970]

Hi,

I have had a sure signal for a couple of years and occasionaly we get power cuts which lose the suresignal but normally this is resolved by booting the router back up first then reboot the suresignal once the internet connection is re-establshed and within 10-15 minutes the suresignal is back on line.

However last week we had a power cut of around 1 hour so on return of power I went through the usual restart procedure and no joy. I have since tried several restarts even leaving the unit switched off for several hours and then on overnight to try and get the SS to work. I have also tried all the tips in the troubleshooting guide but no joy.

When switched on the unit will just have a steady power light for approx 1 minute then the 4 lights flash rapidly in sequence once and then goes back to a steady power light and no further activitty occurs. I can confirm that the Lan cable is ok and there is a steady green light by the Lan port (when cable connected) and the amber light will blink once in a while but shows no sign of data activity.

The SS unit is a Sagem, serial number 21221971399. the SS is connected to a BT Home Hub 2

Can anyone help?

[ssmb08]

Hi Wayne, thanks for your reply. I've reset the sure signal, but it's made no difference at all...

I look forward to hearing from you with another suggestion!

Saskia

[Elsomacres]

Hi

I have 2 sure signals, neither are working since we moved house. I have changes addresses, registered and have been through all of the trouble shooting in the forum, tried simple reset, hard reset with powercable in/out/in, tried port forwarding, tried just about everything.  I just want one to work!

The router has assigned an IP adress through DHCP, but the light stays solid green.

Serial no is 21231534897

Router is a belkin F7D4401

ISP is BT

Please help!!

[dannyboy1121]

Speedtest:

Pingtest:

These stats look top class to me.

My IP: 94.195.239.227

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 dmz-gateway.silverlotus.co.uk (192.168.1.1) 1.244 ms 0.806 ms 0.784 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * * *
8 * * *

blah blah blah

64 * * *

VSS Serial: 21229596511

Sure Signal dead for the last week. Power light only.

Additional info - The connection to the router is fine. I can see the VSS opening up ports in the NAT table. Although outbound NAT should take care of it - I'm still forwarding all the ports through to the VSS which is on a fixed address on my LAN.

[James]

Hi Guys,

Thanks for your posts here, please find your responses below;

@ Beds1970, when you have a power cut it can sometimes cause a few issues however generally a re-sync will normally fix this.

So that we can test this I have re-synced the sure Signal for you today, please allow up to one hour for this to complete and let me know how you get on.

@ ssmb08, I must admit that this is a bit of a strange one as I can see that the Sure Signal last connected to our server on 25/05/2012.

So that we can test this to see what is causing the issue (line or equipment) are you able to test the Sure Signal of on a different internet connection at a friends, family or neighbours house?

If this works we know that it is definitely an issue with either the router setup or the broadband line rather than the equipment supplied and we can then target our troubleshooting towards this side of things with you.

@Elsomacres, so that we can check the registration for you please can you double check the serial number that you have provided as it doesn’t seem to be recognised by the Sure signal admin portal.

@ dannyboy1121, I agree that the speed test and the ping test both show fantastic results however without the full traceroute we are unable to identify if the Sure Signal is trying to connect to our server through your network as the traceroute should time out after hitting an IP address that begins 8.205.

Looking at the registration I can see that the location profile has detected a move which could be to do with an update from your ISP.

I have updated your location profile for you today; please can you reset your Sure Signal and let me know if the issue continues.

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

[Rahal]

Ok tried a reset and now the light only flash for a few minutes and then just stable power light

Tracert still timing out at same IP, In my previous attempts of Tracert (last year) i was able to reach the vodafone sure signal server after around 13 hops but now its timing out after that IP

I have spoken to vodafone accounts and if this issue isnt resolved, i will be terminating my contract in 2 weeks as they have requested 2 weeks to correct all my network issues with vodafone.

I will look forward to your response

[dannyboy1121]

James

I've done as requested - still no sure signal.

I can see activity through the router:
212.183.131.132 (on port 123 - i.e. NTP)
212.183.131.130 (on port 500 & 4500)

... and that's about it.

As for traceroute - I have about as much control as you do over the infrastructure between my router and Vodafone and can't force a response to a traceroute request. I'm not sure how we can rely on this as a test.

If you need me to test whether I can hit the target from here - perhaps you could PM me a port to telnet against on the end server that would give a verifiable result? In the same way as checking SMTP by telnetting to port 25?

Just a thought.

Thanks for looking in to this.

[ssmb08]

Hi James,

We don't think it is the router setup, and it's definitely not the broadband line as our internet connection has been fine. My husband had some difficulty with our sure signal a few months ago and Vodafone were close to replacing the sure signal so it's likely to be the equipment.

Please advise what we should do now.

Many thanks,

[Beds1970]

Hi James,

Thanks for the resync but unfortuanatley it has made no difference. I have noticed as well when performing a full reset of the SS that when holding the reset button in a four lights will stay on but when powered back up with the reset held in that only the power light stays on no matter how long the button is held in and the four lights will flash in sequence after several seconds in the same maner as they do when the button is not held in. It seems that the reset button is ignored by the SS when powered back up.

Any other ideas?

[James]

Hi Guys,

Thanks for your posts here.

@ Rahal, Please can you post us and up to date copy of your traceroute and your Sure Signal serial number so we can take a closer look at this for you.

@ dannyboy1121,  it is strange to see that you can’t get a response from a traceroute and as the Sure Signal uses a different server than our normal servers such as our SMTP there isn’t any other way to see where the connection is breaking down.

Please can you try a pathping as outlined below so we can try to see exactly what is happening;

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 pathping 212.183.133.177    press Enter

Paste the output of this command into your reply.

@ssmb08, before we replace a Sure Signal we need to verify that it is definitely an equipment fault.

The easiest way to do this would be to test the Sure Signal on a different internet connection with a different ISP and router if possible.

If you are able to try this and you get the same problem then we can look at possibly replacing the unit.

@Beds1970, To be honest with you it is possible that the power cut has somehow fused something within the Sure Signal.

So that we can look at a possible replacement 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 contact you directly to discuss this further.

You can find your PM inbox here.

James