10-04-2012 02:00 PM
Purchased sure signal yesterday and it is still not working. Waited 24 hours with no luck. I have done the following:
1/ Unit registered and confirmed ok. Waited 24 hours, no activity.
2/ Set up the port forwarding as instructed in your help file.
3/ Reset the modem ( I have internet access) then reset the Sure Signal unit to the factory defaults
4/ Checked latency to your server (completed hops in max 20ms)
5/ Phone and system lights flash and then go out until it has another attempt some time later.
6/ DHCP and UPnP are both enabled on this modem router and so I dont really understand why I need to set up port forwarding anyway?
Sure (or not so sure) signal V2 serial number: 40120954157
Modem Router: Belkin ADSL Modem Router F5D9630uk4A
I see generally that there seems to be many issues with these units, all of my other equipment requiring internet access is pretty much "plug and play", like many of your customers I dont understand why we have so many problems I do understand the technology is complex but the integration of new units should be seemless.
Looking forward to a speedy solution to this problem.
Solved! See solution
10-04-2012 02:51 PM
Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?
10-04-2012 03:16 PM
I have already looked at your troubleshooting thread and the results are as shown in my first post entry. What additional information do you require please?
11-04-2012 09:07 AM
Any response to this post please from the tech team, or it is going back to the shop for a refund as being unfit for purpose..
11-04-2012 03:29 PM
Thanks for your post with the details of what already has been tried.
I've forced a resync of your Sure Signal this afternoon. If you could perform a factory reset of your device at the earliest opportunity this may help resolve the issue.
Also, please could you post your IP address so that we can check this against the white list?
11-04-2012 06:19 PM
Thanks for the response, the resync seemed to do the trick and I am now connected. For reference my ip address is 22.214.171.124 and is I believe dynamic.
In addition, I am upgrading my internet to High Speed Fibre Optic (40 meg) next week and so I hope I have success with sure signal integrating with that. Maybe another resync required at that time?
12-04-2012 03:31 PM
Fantastic news! Thanks for updating the thread. You can leave Simon feedback if you wish - eForum Survey.
The move should be seamless if you're staying with your current provider. If you're switching then the VSS may well request a location change. If this happens, simply log in to your Sure Signal dashboard and resubmit your location and you should be fine.
Do let us know if you need any further assistance.
12-04-2012 07:01 PM
Thanks, went to leave feedback on your survey pages but I get an error which reads "the website has declined to show this page", I am logged in?
12-04-2012 07:42 PM
05-05-2012 02:01 PM
Hi,sorry to hijack the thread, but I have the same issue on my father in law's sure signal.
No matter what I have done I still end up with the same issue. therefore I fell it needs a re-sync
I have set udp/tcp settings on BT Home hub for 50, 500, 7123 (or 1723 - cant recall), 123, 4500 and 8.
I have also set upnp to yes and VPN 500 to yes.
Following this I have also check by broadband speed etc and have 8.3MB donwload, 0.43mb upload and 42ms ping If I recall correctly which according to the forum should be sufficient.
Running a traceroute to the IP address proposed in another thread I get a failure with timeout errors.
I have the IP address and serial number of the device that I can send to anyone who is able to re-sync etc.
06-05-2012 08:19 AM
Hi, The resync cured my problems and suresignal has been performing well (including an upgrade to high speed optical modem).
The only other factor I have noticed is that it does seem very bandwidth hungry. My 24meg link (nominal 14 meg) was only running at around 4 meg with Sure Signal. My 40 meg optical link (nominal 38 meg) is running at 22 meg with sure signal.
08-05-2012 10:30 AM
I’d like to help to resolve this VSS (Vodafone Sure Signal) issue for you, but to do this I will need to take some further information from you.
Can you post the following results to this thread?
- On a PC / Laptop :
- 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 126.96.36.199 press Enter
- Paste the output of this command into your reply.
And finally, your VSS serial number.
08-05-2012 01:14 PM
Hi, My VSS serial number is 40114258524 and IP address of 188.8.131.52
Speed test when run previously was 8.3MB down, 0.43MB up , and 42ms ping
Unfortunately the VSS is in my In laws house so I cannot get a traceroute running to send - I can arrange for the unit to be reset and re-powered etc but running a traceroute again will be difficult ( I have run before and saw many timeouts on the traceroute ( but annoyingly did not capture the failure)
thanks for any help you can provide
09-05-2012 12:50 PM
Hi there petejf,
Thanks for your post about your VSS (Sure Signal).
I've checked the serial number and can see it connected to our servers this morning at 01:46. If the issue is ongoing, please could you factory reset it for me following my forced resync?
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
Let me know how you get on.