Vodafone Sure Signal

[DaveCD]

Hi easygoingchap and Artagae

Thank you for your posts.

I can see that you have stilol not connected to the device so I have resynchronised these for you, please can you let me know how you get on after a reset.

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

Hi FC83

The SureSignal is designed to be plug and play, unfortunately there are many factors to operating the device which is where we step in.

It is interesting that this also happens at your works address,.

Please can you check your MTU settings as this may be the cause of your difficulties.

Check your MTU settings

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500

Log out of the router, this will usually result in a reboot.

• Perform hard rest of the VSS unit by
• Hold in the reset button until all the light go solid
• Pull the power lead out with the reset button still pushed in
• Continue to hold down the reset button and reconnect the power lead
• Wait for all of the lights to come on the release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

Many Thanks

DaveCD

eForum Team

[matt1147]

I thought id given the info you required so im not sure of what it is you want, so please attached a screen dump from the router.

Thanks

Matt1147

[matt1147]

Sorry, wrong attachment, please find as follows:

Thanks.

Matt1147

[easygoingchap]

Hello,

Thanks for the reply, I have carried out a reset as you have instructed, after an hour or so, the VSS is still showing the solid red light. It seems the unit is not connecting to the router

Any further help would be apprieciated.

Thanks

[Artagael]

Hard reset as requested - No joy I am afraid.

When I go to manage the sure signal I notice my wife is regisetered as the owner - I suspect because she bought it for me. I then registered it to my account. Could this mismatch of owner and registered user be causing the problem?

[James]

Hi Guys,

Thanks for your posts here.

@ LennoxNick, I can see that a connection was made with the server last night, please can you confirm if you are still experiencing an issue with the Sure Signal?

@ FC83, the IP range that you have provided is currently on the whitelist so this is not a problem.

I can see that you have posted in the other Sure Signal thread so we will continue your troubleshooting in that thread to prevent duplication.

James

[easygoingchap]

Hello,

Thanks for the reply, I have carried out a reset as you have instructed, after an hour or so, the VSS is still showing the solid red light. It seems the unit is not connecting to the router

Any further help would be apprieciated.

Thanks

[easygoingchap]

Hello,

Thanks for the reply, I have carried out a reset as you have instructed, after an hour or so, the VSS is still showing the solid red light. It seems the unit is not connecting to the router

Any further help would be apprieciated.

Thanks

[davidm_uk]

I'm currently alternativing slowly between 'power light only' and 'power light on with phone and system lights both flashing slowly'. Does this mean that it's failing to establish a VPN tunnel with Vodafone? Should it really take up to 24 hours to do this with a new Sure Signal (as I've seen suggested in some posts here)? The "Quick setup" guide (the name of which no-longer seems entirely appropriate) that accompanied the device said that it might take 10 minutes.

I'd also like to know whether or not I need UPnP enabled on my router. I'd prefer to forward any incoming connections manually if possible, but I've read conflicting instructions on this. (I started a separate thread to raise this and was told that no UPnP or incoming connections were necessary, but again I've seen conflicting advice in this thread.)

I may be being impatient - it's only 11 hours since I registered my Sure Signal. Do I need to wait for an overnight batch process at Vodafone? I can't believe that any device would take more than 11 hours just to update and configure itself on a 50Mbits internet connection.

Thanks for any help or suggestions you can give,

David

[Lee]

Hi there guys,

Thanks for your posts.

@ matt1147 - The IP listed in the screenshot is not listed on our whitelist. I've therefore checked the IP address at iplookup.com and it is showing as a UK registered address so I've requested for this to be added to the whitelist. I'll update the thread when I've had confirmation it has been added.

@ easygoingchap - Could you try your VSS on an alternate connection such as at a neighbour or friends house? This will help us determine whether the device is faulty of not.

@ Artagael - Could you also do the same as easygoingchap? Everything checks out at our end.

@ davidm_uk - Thanks for posting! Could you let me know your VSS serial number please?

Sometimes a connection can take up to 24 hours so my advice for now would be to sit tight. I can confirm there is no batch process although there is maintenance going on this week that may slow the process down a little. This should only affect new registrations and the administration of your VSS such as adding and removing users.

Cheers,

Lee

[davidm_uk]

Hi Lee,

Thanks for your response. I have (just) managed to get my VSS to work when connected directly to my router with UPnP enabled (but no ports manually forwarded). Initially I could find no sign of the VSS in my router. I changed an old switch that it was connected through, and it started doing things other than "two lights flashing" - so I think it just didn't like that switch.

Please could you confirm whether or not manual port forwarding (or UPnP) is necessary?

My serial number is 40121483115, and my VSS still appears to be working.

Thanks,

David

[saabirsa]

Hi,

I recieved a Sure Signal box on Wednesday, and I am experiencing the Power Light On only problem. I have checked all my router settings, including Port forwarding, MTU and firewall options to no avail. I have also reset the box on numerous occasions. My ISP is Virgin Media, and I am using their standard SuperHub router. I have noticed that when I have taken the box to a friends house who is on an ADSL connection, the signal (internet) light is solid, but the mobile light does not light up, even after leaving it plugged in all night.

Would you please be able to advise?

Many thanks.

[jnorwood]

I have received a sure signal cannot get it to connect.

The serial number is 40120937996, I am using a Netgear DGN2000 on Sky broadband.

The power light is on continually and the system and phone lights are continually flashing.  

I have followed  the advice with regards settings on the router and have set the MTU to 1500, and setup port forwarding on ports 50, 4500, 500, 123, 8 as specified.  The sure signal is being provided and IP address and I can ping it on this address.  Other users on the forum have had sure signals working with this router.

I called support earlier and they said the sure signal needed a reset which they then carried out and stated that it would then connect after being powered off on on again but this has made no difference.

Please advise,

Thanks

Jason

[easygoingchap]

Hello,

My VSS is now back up and running!

I plugged it into another port at the back of the router, performed a reset of the VSS and within 10 mins, it was working fine. Not sure why it wouldn't work in the other port, but just pleased it's OK now. Long may it last.

Thanks to Lee and the rest of the tech team

[mark577]

I have recently changed my router from a BT Home Hub 3 to an ASUS RT-N56U (the Home Hub was unreliable) and can not get my Sure Signal box to connect with the new router (It used to work with the old router).

I have checked that my Sure Signal is registered and re-confirmed the postcode.

I have set the router so that the sure signal box has a static IP and set the port forwarding for ports: 8, 50, 123, 500, 1723 & 4500.

The router can see the sure signal box and confirm that it is connected to the static IP address.

Other devices can connect to the internet via the router - so broadband is working.

The only small wrinkle I found in the manual setup is that the maximum MTU setting allowed by the router is 1492 not the requested 1500.

I have power cycled and reset the Sure Signal box a number of times and the same for the router and always endup with the power light on and nothing else.

Sure Signal  Serial No: 41113733491

ISP: BT Infinity

Router: ASUS RT-N56U

Help would be greatly appreciated.

Thanks,

Mark

[eberend]

Hi Matt1147,

I still get the same problem, if I do a traceroute it only get so far my external IP address is 82.40.179.175.

It's been a while since I've been able to use VSS.  Please advise on what to try next.

Thanks

Eberend

[DaveCD]

Hi davidm_uk

Thank you for your post and I am pleased to see your device is working.

UPnP is Universal Plug and Play, so providing this works as it should the manual port forwarding would not be necessary.

Hi saabirsa

Thank you for your post.

We have been aware of maintenance and this may have been the cause, please can you provide us with your device serial number and we can take a look at this end.

Hi jnorwood

Thank you for your post.

I have checked your serial number and can see that you were connected late last night, please can you let me know if you are still experiencing difficulties.

Hi easygoingchap

That is fantastic news and thank you for keeping us updated.

If you have any further queries please do not hesitate to post,

Hi mark577

Thank you for your post.

The device is set up correctly at this end, the Sure Signal has been tested and does work with the BT equipment, so this sounds like it may be the router which unfortunately we do not support and you will need to seek help from your router manufacturer for assistance.

Hi eberend

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.

Please can you perform a factory reset.

Factory Reset

Hold down the reset button until all the lights show (about 30 secs) keeping the reset button held down, remove then reinsert the power lead, once all lights display release the reset button. The Sure signal will come online in around 1 hour.

Can you post the following results to this thread?

 Speedtest and Pingtest

Traceroute.

• 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 212.183.133.177    press Enter
• Paste the output of this command into your reply.

And finally, your VSS serial number.

Many Thanks

DaveCD

eForum Team

[saabirsa]

Hi Dave,

The serial number is: 40121482745

Thanks.

[mark577]

DavidCD,

Thank you for the reply.  Please can I check that my SureSignal box is resetting correctly as it doesn't seem to following your earlier description exactly and it is going to take a little trial and error for me to get this working.

• I start with the SS box is in a state with just the red power light on (the 2 white lights are off).  It is connected to the router and the router can see it.
• I depress and hold the reset button on the back of the box.  After about 10 seconds the 2 white lights flash briefly and go out.
• If I continue to hold the reset button down the 2 white lights seem to flash briefly about every 10 seconds.
• After about 2 mins of this I remove the power cord, keeping the reset button depressed.
• wait 10 seconds and plug the SS box back in with the reset button still depressed, if I wait about 10 seconds the 2 white lights flash on then I release the reset button.
• After which the 2 white lights flash about once / second.

is that the expected behavior?

Thanks,

Mark

[Artagael]

Problem solved - Update to router firmware followed by factory reset and config from scratch. VSS synced up without further intervention

[Dave]

Hi guys,

saabirsa - I can see from the system that you have deregistered and re-registered your Sure Signal early this morning, and there appears to have been a connection to the servers about an hour later. Can you advise if you are still having issues for me?

-----------------------------

Mark577 - You're following the steps correctly, but it's obviously not clearing the issue.

So we can dig further, can you provide the following details for me?

 - Speedtest 

 - Traceroute.

• 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 212.183.133.177    press Enter
• Paste the output of this command into your reply.

 - Your IP address

This should help us to get a picture of where things are falling down.

Dave