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Solution

Problems with Sure Signal 3

cwadey
3: Seeker
3: Seeker

Up until last night my sure signal working perfectly with all nine numbers attached to it with no issues, then all of a sudden all of the phones lose connection, the main phone that the signal is registered too still works.

All of the lights are good on the signal and it is putting out a 3g signal as the one phone is still working with it.  I have de registered all of the handsets and then re registered them, reset the sure signal to factory settings and still only the one number is working with still.

 

So I ring vodafone who then tell me I have to wait an hour in cue or be phoned back, so get the call back and passed around a bit, they couldn't help and give me 0870 1666777 to ring and the number which if you google it does say that it's vodafone, but when I ring it says number not recognised.

 

I would really appreciate some help as I have teenage daughters moaning about not having phone signal.

 

 

1 ACCEPTED SOLUTION

Hi @cwadey

 

We've refreshed your SS, this can take up to 6 hours to take effect.

 

After 6 hours perform a reset:

 

  • Unplug the Ethernet cable from the Sure Signal
  • Locate the button on the base of the box next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • Plug the cable back in
  • Allow around one hour for the Sure Signal to come back online.

     

Thanks,

 

Rodney 

View solution in original position

66 REPLIES 66

cognetic
4: Newbie

I have been using a VSS version 3 for a few years now. It's worked seamlessly until we recently changed our ISP with an upgrade to fibre. 

 

The status is, red light flashing. Organge lights 2 and 3 on static.

 

I have carried out an internet speed test and this shows 50Mbps down and 11Mbps up.

 

I have mapped the ports in the router as per instructions elsewhere on this forum. I have also held in the rset button for 20 seconds until the VSS restarted.

 

24 hours later it is still not working. Is there anything else I should do?

 

Paul

Miraculously working this afternoon. Perhaps I didn't wait long enough.

@cognetic I’m glad to hear that’s working again for you now.           

 

Just let us know if you need any further help.

 

@ireidy Please can you let me know the Sure Signal serial number and we’ll be happy to look further into this for you.

 

You can also try a new try a different Ethernet cable and to ensure that all the following ports are open as follows:

 

Ports to be opened for forwarding

  • 8 (TCP & UDP)
  • 50 (TCP & UDP)
  • 53  (TCP & UDP)
  • 67 (UDP)
  • 68 (UDP) 
  • 123 (UDP)
  • 500 (UDP)
  • 1723 (TCP & UDP)
  • 4500 (UDP)
  • 33434 - 33445 (UDP)

 

IP addresses to be allowed on the router & firewall

  • 183.133.177-179
  • 183.133.181-182
  • 183.131.128-191

 

ALL WORKING NOW have posted a new topic to explain how I got around the BT problem with a BT Hub 3 or 5.

ireidy
2: Seeker
2: Seeker

Cant connect suresignal3 first white LED is just flashing

BT Broadband - BT White Modem - TPLink Router

 

It worked previously for a short time with a BT White Modem and a BTHub3 it fails straight away hence why we have now removed the BT Router for a TPlink TD-W8970.

 

Now I just get the first LED white flashing

IP: 81.133.48.141

35MB down and 8MB up

Have also just made VSS a static ip of 192.168.1.100

I have also added the ports in the NAT to point to it see attached screenshot

 


C:\Users\m.reid>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 1 ms 1 ms 192.168.1.1
2 13 ms 13 ms 14 ms host81-139-0-1.in-addr.btopenworld.com [81.139.0.1]
3 16 ms 14 ms 14 ms 213.120.178.141
4 13 ms 13 ms 14 ms 213.120.177.98
5 13 ms 14 ms 14 ms 217.41.168.169
6 14 ms 13 ms 14 ms 217.41.168.107
7 14 ms 14 ms 14 ms acc1-10GigE-0-0-0-4.l-far.21cn-ipp.bt.net [109.159.249.66]
8 14 ms 13 ms 14 ms core4-te0-10-0-18.faraday.ukcore.bt.net [109.159.249.9]
9 13 ms 13 ms 14 ms peer1-et-9-1-0.telehouse.ukcore.bt.net [213.121.193.165]
10 18 ms 17 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]
11 15 ms 15 ms 16 ms 85.205.0.86
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.

 

 

ANY IDEAS FOR ME PLEASE

 

johnstoneg
2: Seeker
2: Seeker

Hi

 

Rec'd Sure Signal 3 today, and followed setup instructions. Unit is showinf as 'Active' via web portal, but device tries to connect to Internet then fails (flashing power light and amber lights 3 &4).

 

Unable to add users - although I suspect this is due to device inability to connect to Vodafone servers/services, but online errors are about as much use as a chocolate teapot.

 

As per online diags, here are my results:

 

Speed Test (PlusNet Fibre using BT Modem & Linksys Router): 

Ping Test

IP Address: 87.112.126.27 (IPV6 - ::ffff:5770:7e1b)

 

Trace Route:

 


Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     3 ms     9 ms     9 ms  LINKSYS [10.0.0.1]
  2    53 ms    37 ms    39 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3    38 ms    40 ms    38 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.136]
  4    36 ms    40 ms    39 ms  xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
  5    41 ms    46 ms    39 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    39 ms    39 ms    39 ms  85.205.0.86
  7     *        *        *     Request timed out.
  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.

 

 

Unit has been unable to connect for approx. 6 hours now.

 

Also tried 3x different patch cables (Cat5e/6), and no success there either, even when I performed a factory reset on the Sure Signal device.

 

Any advice/help would be welcome.

 

Thanks  -- Glenn

 

**EDIT**

 

VSS now doing what it should - trying to connect to Web services correctly (flashing white Internet light now staying on as it tries to connect, reather than bombing out to amber error lights).

 

Issue was down to PPTP Passthrough being 'Disabled' on VPN Settings on router (Linksys E2500). I'll update again in the morning, once I confim that the VSS is connected and active.

drey_p
16: Advanced member
16: Advanced member

@johnstoneg wrote:

VSS now doing what it should - trying to connect to Web services correctly (flashing white Internet light now staying on as it tries to connect, reather than bombing out to amber error lights).

 

Issue was down to PPTP Passthrough being 'Disabled' on VPN Settings on router (Linksys E2500). I'll update again in the morning, once I confim that the VSS is connected and active.


Please be patient - it can take up to 24 hours to connect to Vodafone's servers - it is usually done in a lot less time though. 

PWIAC

Thanks Drey_p, wasn't too woried about time taken for device to connect - more that the device wasn't even trying to connect (immediately bombing out rather than polling/trying to connect to external servers/services).

 

To add insult to injury, the VSS device I registered last night has disappeared from my Sure Signal 'Managed Services' applet. I have to go through the registration process again, but now I'm being presented with more non-helpful errors...

 

'Sorry – there seems to be a problem.

We're working hard to fix the issue, so please try again later.: 500, 1013'

 

I guess I'll need to contact Tech Support and get them to reintialise the device from their end, then try to reconnect... *sigh*

 

Issue now resolved. In the end I had to apply multiple config. updates to my router just for the VSS device to connect.

 

Config changes required were as follows (currently using PlusNet Fibre with BT OpenReach Modem and Linksys E2500 router):

 

(1) VPN Passthrough Settings updated to enable PPTP/L2TP/IPSec.

 

(2) Port Forwarding enabled for way too many ports (in my opinion). I'll close them down one at a time later and see which ones are required only:

 

8 (TCP/UDP)
50 (TCP/UDP)               
53 (TCP/UDP)               
67 (UDP)                                                                          
68 (UDP)                                                              
123 (UDP)                         
500  (UDP)                         
1723 (TCP/UDP)                     
4500 (UDP)                        
33434–33445 (UDP)

 

(3) Added the following Vodafone IP Addresses to the router DMZ:

 

212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182

 

Once that was completed I reset the VSS to factory default and ran through the setup instrutions once more. Six hours later and voila - it's connected at long last.

 

Vodafone - you need to update install instructions for these devices. Having checked external site's reviews of the Alcatel-Lucent 9631 HC, end user installation is plagued with 'router configuration' gotchas. A crib sheet detailling the above generic information, would preclude the need for users to post personal data and config onto a Forum - which is NOT where support calls of this nature should be posted!

 

I'll now see if the VSS lives up to the hype. Here's hoping...

 

 

 

Lyner1
2: Seeker
2: Seeker
Hi, having problems with my sure signal
Speed test: Download 37.16 Upload 15.23
Ping 30ms
IP Address: 109.153.67.51
Serial No: 42151100577