Vodafone Sure Signal

[dieseldog]

this might help someone

http://forum.vodafone.co.uk/topic/76064-only-power-light-on-solid-since-the-weekend/page__view__findpost__p__502422

[baigmk]

I'd really appreciate advice re this problem as I am getting frustrated now.

I have sky broadband with sky router (sagem, latest model). I bought the Sure Signal recently but have not been able to set it up. On connecting the SS, I first see a steady green top light, then all lights blink and then its flashing green power light only. I contacted the vodafone and the guy advised to reset the SS after an hour from the call which I have done with no change. I have waited for 24 hours after the reset but flashing green light is still on. I have checked the forum and followed the steps but to no avail.

Troubleshooting steps:

Check the physical connection between your Sure Signal and your Router/Modem.
Its fine. I can see the link light and the data light.

Check that you have an active Internet connection.
My all other devices are connected perfectly to internet.

Reboot your Router / Modem
I have tried the reboot.

Check that your Sure Signal has been assigned an internal IP address by your Router
DHCP settings in sky router page are enabled

Post your Router details
Its Sagem router that comes with sky broadband. Latest version. It shows the firmware version as 1.9sky.

Thanks for your help.

[baigmk]

An update on above. Somehow I have got steady top two lights now. Still no connection to the phone.

I'd really appreciate advice re this problem as I am getting frustrated now.

I have sky broadband with sky router (sagem, latest model). I bought the Sure Signal recently but have not been able to set it up. On connecting the SS, I first see a steady green top light, then all lights blink and then its flashing green power light only. I contacted the vodafone and the guy advised to reset the SS after an hour from the call which I have done with no change. I have waited for 24 hours after the reset but flashing green light is still on. I have checked the forum and followed the steps but to no avail.

Troubleshooting steps:

Check the physical connection between your Sure Signal and your Router/Modem.
Its fine. I can see the link light and the data light.

Check that you have an active Internet connection.
My all other devices are connected perfectly to internet.

Reboot your Router / Modem
I have tried the reboot.

Check that your Sure Signal has been assigned an internal IP address by your Router
DHCP settings in sky router page are enabled

Post your Router details
Its Sagem router that comes with sky broadband. Latest version. It shows the firmware version as 1.9sky.

Thanks for your help.

[baigmk]

Eight hours after the original posting and about 54 hours after the sure signal was plugged in, issue is automatically resolved and now I am enjoying full five bars of 3G signals on my iphone

[philip42h]

Eight hours after the original posting and about 54 hours after the sure signal was plugged in, issue is automatically resolved and now I am enjoying full five bars of 3G signals on my iphone

... which makes my sub 48 hour restoration of service with a known working configuration seem pretty speedy.

But as you've found, once you've checked that there is a sound network connection and that an IP address has been allocated, patience / neglect is for many the secret of success. Just leave it to do it's thing, for days if necessary, and it should come good in the end. Tinkering with the router and repeated restarts will only delay the process. The trouble is, folk expect it to complete in minutes rather than days (and indeed it should) and the advice from VF tends to encourage unnecessary tinkering ...

The good news is, that once you have got it working, it should subsequently come back in 5 or 10 minutes after a power-off / on.

[pgbj]

In the hope that swelling numbers might get some intelligent response from Vodafone... I too have the steady power light problem. Worked fine (occasionally problem) for 9 months and in the last week or so it randomly stops and just shows steady power light. Occasionally soft reset works. Today it doesn't.
Connectiviy fine, router has assigned IP address, router is BT Homehub, BT ISP - IT'S VODAFONE'S PROBLEM, DO SOMETHING!!

[George]

Hi guys,

Thank you all for posting. I spoke with the Sure Signal project team about this issue yesterday. The advice I've been given is that this issue is definitely down to the router or ISP as it indicates that an internet connection hasn't been established to the Sure Signal. If it was an issue at our end or a problem connecting to our servers then the first light would be steady and the second light would be flashing.

As such, I'd recommend you follow the troubleshooting guide at the beginning of the thread. If your Sure Signal has been working previously but is now experiencing these issues then you shouldn't need to amend any settings, however I would recommend contacting your ISP to establish whether any changes have been made at their end.

George
eForum Team

[pgbj]

The advice I've been given is that this issue is definitely down to the router or ISP as it indicates that an internet connection hasn't been established to the Sure Signal. If it was an issue at our end or a problem connecting to our servers then the first light would be steady and the second light would be flashing.

So let me get this right...

Multiple ISPs (Virgin, Sky, BT) and multiple routers (BT, Netgear etc.) and multiple users have all conspired at the same time in early October to make the same change in their network to cause the Vodafone box to crash to one power light? Doesn't that sound faintly ridiculous to you if you took your corporate hat off for a second? Perhaps it's some corporate conspiracy against Voda?!

Anyway, my box has completed it's factory reset and is now working again after three hours. Oh, hang on, there is nothing wrong with the box or your servers it must be that BT have momentarilly fixed their problems!

Sorry to be cynical but...

[Pendarric]

Hi Peter,

I like the cynicism but given that 90+% of all ISP's stipulate that you need a BT line for their services, doesn't it then follow that if BT change something then it may affect many users?

Just a thought.......

[pgbj]

I like the cynicism but given that 90+% of all ISP's stipulate that you need a BT line for their services, doesn't it then follow that if BT change something then it may affect many users?

Depends...
Some ISP are just reselling BT Wholesale ISP products and so they are using BT IP infrastructure - however it is unlikely that they would be blocking any ports etc. The ISP's infrastrcture would do that.
The bigger providers are ADSL unbundlers - meaning that they take the ADSL from the DSLAM/BRAS in the exchange and have their own on-exchange equipment e.g. Sky Max, TalkTalk. In some areas they may just use BT kit and offer a lower service e.g. Sky Connect. Connecting to the DSLAM would almost certainly remove BT from any IP related issues. And of course the cable companies are completely different.

It is clearly a complicated picture!

[philip42h]

Hi guys,

Thank you all for posting. I spoke with the Sure Signal project team about this issue yesterday. The advice I've been given is that this issue is definitely down to the router or ISP as it indicates that an internet connection hasn't been established to the Sure Signal. If it was an issue at our end or a problem connecting to our servers then the first light would be steady and the second light would be flashing.

As such, I'd recommend you follow the troubleshooting guide at the beginning of the thread. If your Sure Signal has been working previously but is now experiencing these issues then you shouldn't need to amend any settings, however I would recommend contacting your ISP to establish whether any changes have been made at their end.

George
eForum Team

Hi George,
When you look at the number of folk that have lost and then restored their SS service by doing no more than a factory reset of the SS box and then waiting, it is very clear that the advice you have been given is incorrect. Yes, if a network connection to the SS hasn't been established the power light alone will be on, but there are clearly other conditions that result in only power light on or flashing. If the Sure Signal project team haven't yet recognised this fact it may explain why they haven't yet come up with a proper explanation and resolution for this issue ...

[r1chardc]

Sorry to keep repeating, but from experience one flashing light means no connection ie check firewall and other settings. From an early confirmation from Vodafone, one solid lights means some form of connection has been made.

Apart from blaming ISP's who probably do not block traffic on ports 500, 4500, can Vodafone expand on a previous statement about how latency and packet loss might affect connections.

As I had it pointed out by IT at work, normal computer downloads deal with packet loss by requesting "sender" to resend lost packets: this can not happen with voice transmissions (VOIP) and I guess any other one -off transmissions when a lost packet means lost of context. If this is the case then ISP efficiency and contention ratios might be worth looking at. I know that my broadband down speed will vary between 6 and 1 Mbs depending on the time of day even when downloading same web pages, so can this affect VSS traffic?

regards

[coastline]

The simple fact is this - Vodafone have brought a product to market which they cannot support!

Judging by the number of problems in the last month it is obvious that there has been a problem with the VF infrastructure that is causing these issues. The simple variety of ISP's and routers involved would signify that, especially as no change was made to the Client Infrastructure of the affected SS's.

The idea that Packet loss could be a factor "all of a sudden" does not hold water IMHO!

As for some of us SS users having a "cynical" view of VF support dodging the blame - well, you only have to read the responses from VF on this forum to get a good idea of the complete lack of logic employed in diagnosing this problem and the roll out of the tried and trusted mantra of "it's your ports" or "it's your cable" or "do a factory re-set and wait a fortnight" or "we'll send you a new SS"!

I keep asking them what could possibly take the 12-48 hours we get quoted for an SS to begin functioning after a reset if it is not a VF infrastructure issue. Why do they sometimes "Re-sync" at their end what does this do?

No one from VF seems to have the foggiest how the system actually works so it is not surprising that they cannot figure out what's going wrong. I have never spoken to anyone at SS support who had even a basic understanding of it - add to that the complete lack of any useful diagnostics on the SS itself and you have an unsupportable product.

[yaknip]

Hi All,

I have a Thomsen Speedtouch 585v6 router, a shiny new Sure Signal, and no joy. The router shows the connection is good, and I have followed the instructions from gfendle (http://forum.vodafone.co.uk/topic/53369-thomson-tg585v7-setup-guide/), although these are for the v7.

Still have the flashing power light. Can anyone help?

Iain

[brl4it]

Just to keep this thread running.

Yesyerday spoke to technical support. My Sure Signal had just a steady green light at 1. They said the would do a resync, which would take a couple of hours to take effect. Later in the evening I now have a steady green light at 1 and a blinking green light at 2. Progress but still have no Sure Signal.

Vodafone needs to give proper support here to solve these issues as it seems that the issue is definitley on the other side of the router.

Frustrated from Penn Street.

[joeevans1987]

Could someone please please pleas help me, ive spent about 6 hours goingover and over trying to get my damn sure signal to work. I have a linksys wag54gs router. Ive been on portforward.com and followed the insturctions and still it doesnt work. anyone out there who can help me?

[coastline]

Can't wait til Monday - If my SS is still not working I'm going to go through VF for a shortcut! :-)

Support is a joke!

Response on this forum is a joke!

But no one is laughing other than VF!

[r1chardc]

Still waiting for a reply about packet loss and latency. (does the BT exchange or phone line supplier come into this?) If I subscribe to Vodafone's suggestion that ISP is at fault (and I begin to go along with this), how about a black list and white list of ISP's who are known not to support VSS or who are known to work with VSS. If it means spending more money to change ISP, at least lets have some statistics.

regards

[j444rvy]

I'm going to jump in here with an all too familiar story of woe!

Got my VSS a month ago. After a fairly long setup process everything worked as advertised without having to do anything on my Sky supplied Netgear DG834GT.

On monday of this week I came down to find just the steady power light.

Tried unplugging the router and the VSS but just got the same.

Reset the router and got a flashing power light rather than a steady light. I believe this relates to whether or not the VSS has a profile installed.

Tried resetting and leaving for 24 hours but still no joy.

Spoke to Vodafone customer service and they arranged to supply a new VSS.

Having connected the new VSS tonight I am still getting the flashing power light.

So, I have to conclude that something has changed either from my Sky broadband or at Vodafone's end. Nothing is different at this end.

Are there any other sky broadband users who have suddenly had their VSS stop working?

Has vodafone changed anything which would stop my VSS from working?

There has to be an explanation

I too have a sky netgear router with VSS not working and giving the solid power light. I have had the VSS since march this year. The 1st one I received only liked one phone being used at a time, if two people were using phones it would suddenly cut the calls off and even though full bars and 3G was displayed no inbound or outbound calls could be made. After weeks on calls to 191 I ended up turning the damn thing off.

I eventually regained the patience to start again and after a number of hours with support they decided the box needed replacing. The current fault at this point was that I could receive inbound calls, send and received SMS and access the internet but if I tried to dial out then I would get a call failed message on the handset and the person I was callig would get a single 'one bell' ring before the call cut off.

The replacement box was received and had the same problem. Then a few weeks ago I came to revisit the problem and found that the box would not connect and only displayed the solid green power light. I have tried factory reset and tried to open the ports but found little support from anyone I have spoken to. Sky tell me its a vodafone issue and VF tell me to speak to Sky.

Very frustrated user who can't use the phones he's paying for.

[Lee]

This thread has been created to discuss, and troubleshoot a specific issue that some Sure Signal users may encounter during setup.

This issue presents the following symptoms:

• The power light (light 1) on the Sure Signal flashes constantly, or the power light remains steady
• No other lights on the Sure Signal flash or light up.

Please note that both the light flashing and the light being steady indicates the same issue, that is the Sure Signal hasn't established a connection to the internet. The only difference is that if the light is steady it means that the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.


Troubleshooting steps:

Check the physical connection between your Sure Signal and your Router/Modem.
In order to function, the Sure Signal needs to be connected to a spare ethernet port on your Router or Modem (or a Hub/Switch that is in turn connected to an Internet Gateway.) In some cases it is possible for an ethernet cable to be faulty, in which case it may not allow your Router and Sure Signal to talk to each other.

To verify the ethernet cable works, check the lights at the back of your Sure Signal, where the cable is plugged in. There should be a Link light which is on permanently to indicate that an electrical circuit has been established through the cable. There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plugging the cable into a different port on your Router / Modem.

Check that you have an active Internet connection.
Make sure you are currently able to connect to the internet on another device, such as your PC, or a Wi-Fi enabled phone. If you are not able to make an internet connection, this indicates a problem with your Router or your Internet Service Provider. We recommend rebooting the Router to see if this then allows you to connect to the internet.

Reboot your Router / Modem
Turn off your Router or Modem at the wall for 10 seconds, then turn it back on. Wait for the lights on your Modem/Router to indicate an internet connection has been established, and then press the Reset button on the Sure Signal.

Check that your Sure Signal has been assigned an internal IP address by your Router
In order to connect to your network and the Internet, the Sure Signal must be assigned an internal IP address by your Router. If your Router supports DHCP, this must be enabled. Doing so will enable the Router to assign an IP address to your Sure Signal automatically.
For detailed instructions on how to enable this, please consult your Router manual, or contact your ISP or Router Manufacturer.

If your Router or network configuration does not allow DHCP, then you will need to assign a static IP address to your Sure Signal's MAC Address, using your Router's configuration panel. Please consult your ISP or Router Manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal unit.

Post your Router details
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

George
eForum Team

Hi J444rvy,

Can you confirm for me that you've undertaken all the steps I've quoted above?

Have you also checked your download speeds?

Can you let me know your speeds please?

Cheers,

LeeH
eForum Team