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23-11-2013 11:57 AM
Hi - my phone is not picking up the 3G signal.
When I log on to my account, the sure signal is active, all the lights are on, but I get no signal.
When I check the users, I am not listed (I am the owner, so not sure if this is because I am the owner or is an error).
When I try and add my phone, I 'm told I cannot since the phone is already added.
This phone has picked up 3G from the sure signal before, and nothing has changed.
Any suggestions?
Colin.
24-11-2013 03:01 PM
Enclosed my internet data - as you can see, no problems.
Colin
Download speed: 124 ,mb/sec
Upload speed: 11 mb/sec
Ping: 20ms, jitter 1 ms
IP address: 86.16.62.171
Serial number: 40132742657
Traceroute output
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Colin>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 9 ms 11 ms 7 ms cpc2-hers5-2-0-gw.6-3.cable.virginmedia.com [86.
16.62.1]
2 7 ms 7 ms 7 ms hers-core-1a-ae1-3885.network.virginmedia.net [8
0.3.33.249]
3 9 ms 9 ms 9 ms brnt-bb-1c-ae10-0.network.virginmedia.net [62.25
3.174.205]
4 14 ms 11 ms 11 ms brhm-bb-1c-et-410-0.network.virginmedia.net [62.
253.175.210]
5 * * * Request timed out.
6 35 ms 35 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
7 35 ms 35 ms 35 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
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.
C:\Users\Colin>
25-11-2013 10:24 AM - edited 25-11-2013 11:03 AM
Hi Colin,
Everything is fine with your traceroute, speed test and ping test.
Your IP address is on our whitelist so no problems there either.
You’re right in that you won’t show as a user as you’re the owner/admin of the Sure Signal.
Have there been any changes to your router at all, a firmware update for example?
Can you check to make sure the following ports are set up correctly?
Port Number
8 TCP UDP
50 TCP UDP
53 TCP UDP
67 UDP
68 UDP
123 UDP
500 UDP
4500 UDP
33434 - 33445 UDP
To make sure your Sure Signal is as up to date as possible, I’ve just resynced it for you.
So that the resync completes, can you do a factory reset for me:-
Let me know how you go on.
Thanks,
Andrew