SS v1 not working

[connected]

Hi, My Nexus 5 wont connect to my SS v1 I have a Asus RT-N66U roter on BT infinity and I have assigned the SS an IP. When swapping my sim to an old Samsung it would connect, then swapping back to my Nexus allowed that to connect...which worked for months until recently, now neither will connect.

All 3 lights are solid exept the connected light... its not connecting. 

Serial No of ss: 21196945816 I have de-registered, re-registered, and factory reset the SS. What can I do? the SS is a few years old but I dont want to drop 100 notes on a new box if the box is not faulty. Thanks

[DaveCD]

Hi connected,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

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 tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

DaveCD

[connected]

Hey Dave! Thanks for helping... I have tried the troubleshooting as far as I can. 

Ping 24ms

Speed 59.43mbs up 16.96mbs

 external IP address: 81.151.52.154

Serial No of ss: 21196945816

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Roy>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms TYRELL [10.0.2.2]
2 4 ms 4 ms 4 ms 192.168.1.1
3 * * * Request timed out.
4 * * * Request timed out.
5 16 ms 17 ms 17 ms 217.41.216.125
6 18 ms 18 ms 17 ms 212.140.235.54
7 17 ms 20 ms 18 ms 31.55.164.41
8 18 ms 17 ms 18 ms 31.55.164.107
9 18 ms 18 ms 18 ms acc1-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.
248.114]
10 21 ms 23 ms 22 ms 109.159.248.176
11 23 ms 22 ms 18 ms peer2-xe3-2-1.telehouse.ukcore.bt.net [109.159.2
54.225]
12 23 ms 28 ms 46 ms t2c3-xe-0-2-0-0.uk-lon1.eu.bt.net [166.49.211.17
0]
13 22 ms 23 ms 22 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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\Roy>

[Gemma]

Hi connected,

I can see your Sure Signal made contact with the network at 11.11pm yesterday.

Is everything ok now?

Your Sure Signal is running the old firmware version.

I’ve requested this to be updated for you.

Please leave it switched on and don’t reset it for at least 24 hours.

Thanks,

Gemma

[2824]

My SS v1 has not worked since I received an email from Vodafone on 13 June saying the SS had been "suspended due to inactivity." It had been in constant use since I bought it from Vodafone, as signal strength in this area is poor. I have tried re-registering, resetting, port forwarding and pretty much everything else suggested without success. I have BT Infinity through a BT HomeHub 3. For info:

Speed Test 37.43 Mbps / 8.60 Mbps

Ping Test 22 ms

IP Address 109.153.138.177

Traceroute

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Iain>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     7 ms     7 ms     7 ms  217.41.217.61
  5     9 ms     9 ms     8 ms  217.41.216.226
  6     9 ms     9 ms     8 ms  213.120.182.71
  7     9 ms     9 ms     9 ms  31.55.164.109
  8     9 ms     9 ms     9 ms  acc2-10GigE-0-2-0-7.bm.21cn-ipp.bt.net [109.159.
248.238]
  9    14 ms    13 ms    14 ms  core2-te0-15-0-16.ealing.ukcore.bt.net [109.159.
248.160]
 10    13 ms    13 ms    14 ms  peer2-xe9-1-0.telehouse.ukcore.bt.net [109.159.2
54.114]
 11    13 ms    13 ms    13 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18
0]
 12    13 ms    13 ms    13 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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.

SS Serial Number 21197172824

Any ideas?

Thanks,

Iain

[connected]

Hi Gemma, I left the SS on for 24 hours but still no joy.. my Nexus 5 simply wont connect!

Could it be because I am on BT infinity... or does that issue just affect business users?

I do have my own router however. 

Thanks

[Retired-Matt_B]

Hi 2824 and connected.

@2824 - I've performed a resync of your Sure Signal. Could you please reset it by following the steps below:

• 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.

@connected - Could you also perform a reset of the Sure Signal by following the steps above as well.

Thanks, 

Matt B

[connected]

Thanks Matt!

I didn't need to do a reset, after months my phone just reconnected and I can make calls!

Was that the firmware update or did you guys give me a re-sync?

Thanks

[2824]

Hi Matt,

Still not working. I did the reset last night. This morning I have the same indications - power light on, second light flashing.

Iain 

[Jenny]

Hi guys,

connected – That’s great! Thanks for letting us know.

This could have been due to either of those.

2824 - Please try the following:

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact 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.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:

8 – TCP/UDP                 (All routers)

50 – TCP/UDP               (All routers)

53 – TCP/UDP               (Virgin Super Hubs)

67 – UDP                      (Virgin Super Hubs)                                                    

68 – UDP                      (Virgin Super Hubs)                                        

123 – UDP                    (All routers)     

500 – UDP                    (All routers)     

1723 – TCP/UDP           (BT Home Hubs)          

4500 – UDP                   (All routers)     

33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Thanks,

Jenny