Sure Signal - Stopped working 3 weeks ago! Response from Vodaphone required!

[erika_london]

Hi,

Guess what, my Sure Signal is not working... yet again!!

It must be the only thing I have spent over 100 GBP on that never fails to disappoint.

I do consider myself to be something of a 'technie' and I love a good challenge, whether it's designing business critical software for the emergency services, or optimising business processes for some of the worlds largest defence organisations, so I thought installing and using a simple plug and play device like Sure Signal would be simple. A statement that couldn't be further from the truth. Just configuring it to work with the latest BT Infinity router was more complex than building a space ship, and the fun didn't stop there. The Sure Signal device is more bug ridden than a beta version of  IOS 8, and if that didn't put you off, every other day Vodaphone forces out an update that requires you to deregister the device and go through the whole set up process again, whilst having no signal whatsoever on any of your handsets.

I spent 1.5 hrs on the phone today, with a member of your tech team, only to be sent a standard email from Vodaphone Egypt with instructions on how to forward ports and assign them protocol types.

I had 5 people from my IT-team working on it this morning, and as you probably had guessed already, I had set it up correctly from the beginning and the device still doesn't work.

Vodaphone, please work your magic!! and before you ask, please find enclosed the details below:

 Serial number:40131013811  

MAC@B046FC9988D4

Model 9361 Home Cell p3.0

Ip Address: 109.157.120.176

IPV6 Address: ::ffff:6d9d:78b0

Speedtest:  Ping: 32 ms  / Download speed: 59.53 Mbps / Upload speed: 18.72 Mbps

Ping test: Ping: 34 ms / Jitter: 2 ms / Line quality B+ / unable to test packet loss due to firewall.

Traceroute:

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  4.271 ms  1.509 ms  1.445 ms

 2  217.32.145.234 (217.32.145.234)  5.619 ms  8.198 ms  5.539 ms

 3  217.32.146.46 (217.32.146.46)  14.084 ms  8.131 ms  5.562 ms

 4  212.140.206.66 (212.140.206.66)  9.739 ms  12.703 ms  9.798 ms

 5  217.41.169.55 (217.41.169.55)  9.945 ms  9.611 ms  9.534 ms

 6  217.41.169.107 (217.41.169.107)  9.740 ms  9.685 ms  10.644 ms

 7  acc1-10gige-10-3-0.sf.21cn-ipp.bt.net (109.159.251.97)  9.341 ms

    acc1-10gige-2-0-2.sf.21cn-ipp.bt.net (109.159.251.87)  9.549 ms

    acc1-10gige-3-3-0.sf.21cn-ipp.bt.net (109.159.251.91)  9.727 ms

 8  core1-te0-2-4-0.ealing.ukcore.bt.net (109.159.251.13)  14.390 ms  14.088 ms  15.926 ms

 9  peer2-xe1-0-0.telehouse.ukcore.bt.net (109.159.254.104)  14.862 ms  15.147 ms  15.070 ms

10  t2c3-xe-2-1-1-0.uk-lon1.eu.bt.net (166.49.211.190)  25.641 ms  14.623 ms  14.661 ms

11  166-49-211-254.eu.bt.net (166.49.211.254)  15.320 ms  14.881 ms  14.756 ms

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[Ben_H]

Hi @erika_london ,

Thanks for posting your results.

I can see your traceroute is failing before it reaches our servers. We've not had remote contact with your Sure Signal since 28 October.

Please make sure the following is updated on your router:

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

Thanks,

Ben

[erika_london]

HI Ben,

Very strange, as it was working yesterday.

Will check again when I get home from work tonight.

[erika_london]

Hi,

Hoping someone might be able to shed some light. My Sure Signal is displaying the correct lights and is connected to the network, however, the signal on all of my phones keeps on dropping, and if I am not using the handsets for a few hours, I have no reception on them.

(I've got an Iphone 4, and iphone 5S and an Iphone 6, all on Vodaphone).

I've got no issues with the ISP or the network. Nothing that can interfere with the Sure Signal unit either.

Thanks in advance,

Erika

[Sukhi]

Hi erika_london,

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

Sukhi

[Ben_H]

Hi Erika,

Please refer to the previous guides we've posted to you.

I'm afraid starting repeat threads will just mean we're repeatedly asking for your results and will delay us in sorting this out.

If it seems to drop intermittently, this would also point to a fault with your Ethernet cable, power lead or bandwidth permissions in your router settings.

Thanks,

Ben