Sure Signal 3 and Home Hub 5

[jojogobi]

i have gone through the troubleshooter, and the other listings with similar problems, but this seems slightly different. i have a solid red power light and two solid white icons for internet and signal.( "in use" icon not lit).  I have had a resynch, and had a couple of attempts at resetting. I have been asked to enable the ports on the router, however i have placed the sure signal in the DMZ. Do i still need to do port forwarding ?

[jojogobi]

Have opened the ports as adviced. No change. Red power light two solid white lights for internet and signal , and the "in service" icon not lit

[Retired-Ian_]

Hi jojogobi,

Please can you supply 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
Ian

[jojogobi]

Hi,

The data as requested :

Sure Signal Serial No : 40133808572

Ping : 8ms
Upload : 9.7 mbps
Download : 34 mbps

External IP : 86.157.23.200

Tracert

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

  1     2 ms     2 ms     3 ms  BThomehub.home [192.168.1.254]
  2     7 ms     5 ms    10 ms  172.16.11.2
  3     *        *        *     Request timed out.
  4     7 ms     6 ms     6 ms  217.41.216.45
  5     8 ms     7 ms     7 ms  217.32.147.210
  6     8 ms     7 ms     7 ms  217.41.168.235
  7     8 ms     7 ms     7 ms  217.41.168.109
  8     8 ms     6 ms     7 ms  acc2-10GigE-0-0-0-6.l-far.21cn-ipp.bt.net [109.159.249.218]
  9     8 ms     7 ms     7 ms  core1-te0-15-0-15.faraday.ukcore.bt.net [109.159.249.149]
 10     8 ms     7 ms     7 ms  host213-121-193-111.ukcore.bt.net [213.121.193.111]
 11     8 ms     7 ms     7 ms  t2c3-xe-0-1-1-0.uk-lon1.eu.bt.net [166.49.211.164]
 12     8 ms     7 ms     7 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.

[Retired-Andy]

Hi jojogobi,

Everything is fine with your speed test, ping test and traceroute.

Your IP address is on our whitelist so no problems there either.

The lights that you’re seeing show that the Sure Signal is set up and ready to take a call.

Are you unable to get a signal from the unit?

Can you confirm that the following ports are open/forwarded on your router:-

Port Number

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

Cheers,

Andy

[jojogobi]

the ports have been opened as instructed.

for my clarification, if i place the device in the DMZ, do i still need to do port fowarding ?

w.r.t the suresignsl, the signal is inconsistent. i dont think i am connected to the sure signal. i get dropped calls and poor quality, and the network swings between 3g and 2g with various signal strength.

with regards to lights on the device, the phone (?) light is not lit..ie neither white nor orange. is this ok ?

cheers

[Retired-Andy]

Hi jojogobi,

You won’t need to do the port forwarding if you’ve placed the Sure Signal in the DMZ, as the router should automatically create the necessary firewall rules for it.

The phone light (the one on the far right) will only light up white if a call is passing through the Sure Signal.

If there’s an issue with the device, you may see it flash orange.

If you do ever see this, take a look here.

If you’re getting an inconsistent signal, it may be that you’re not connecting to the Sure Signal.

Try deregistering the unit for at least an hour (24 hours if possible) and then reregister it again.

Another thing to try is to get a new SIM card for your phone to rule it out as a potential cause.

Let me know how you go on.

Cheers,

Andy

[jojogobi]

I tried your instructions. The Call light does come on when i make a call as you said, so it should be connecting to the SureSignal ., However the signal is still very flaky. I can get no signal from quite close to the sure signal , or directly upstairs for instance. The calls also drop .

The SIM in my phone is very new m as i did a recent upgrade, and required a nano SIM

[Retired-James]

Hi jojogobi,

It sounds like the Sure Signal has setup ok but the problem is with the phone/SIM connecting.

What phone are you using?

Are you able to add another number onto the registration to see if that phone has the same issue?

Also, do you have Wi-Fi or 4G activated on the phone settings?

What happens if you switch these off?

James

[jojogobi]

i have a Lumia 1520. I dont have any other Vodafone subscriptions. I will try with a friend's phone later.

I have wifi and 3G .. no 4G.  will try with wifi off as well. as you suggested