Vodafone Sure Signal

[gdwhitehouse]

I went with dhachaigh's suggestion from the other thread and turned the SureSignal off for 24hrs and then tried again - it then connected OK and was still working the next morning. Hardly scientific, but we can make calls again.

G

[Simon]

Hi trobbo

Thanks for your reply. As you've contacted BT for a third time and they are certain that the connection is fine we'll speak with our Sure Signal team and see if there's anything further that can be suggested from our side.

Hi gdwhitehouse

Thanks for letting us know that your Sure Signal seems to be back online. If you need any further help then please get in touch.

Thanks

Simon

[trobbo]

Hello Simon,

It's been nearly two weeks now since you spoke to your Sure Signal team about my connection problems and I've heard nothing back.

I've tried my Sure Signal box at a friend's house who is on Sky Broadband , via a DMZ on his router and am unable to connect there either.

Is there a way I can escalate dealing with this problem, it's being going on for over a month now? I am on PAYG but my wife is on a Vodafone contract which is close to its end, and if this isn't fixed soon we will be forced to go with O2 or Orange as they do provide a good signal where we live.

best wishes

[trobbo]

Is anyone around who could reply to my message?

[batecom]

hi

  all

       mine is the same today

what ever i do it makes no diffrence  just  2 main lights on our type sure signal

Serial number: 21196991141

here is my stats

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

pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  conrad-PC.Home [192.168.2.7]
  1  192.168.2.5
  2  cr0.cmlye.uk.easynet.net [87.87.250.41]
  3     *        *        *
Computing statistics for 50 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           conrad-PC.Home [192.168.2.7]
                                0/ 100 =  0%   |
  1   17ms     0/ 100 =  0%     0/ 100 =  0%  192.168.2.5
                                0/ 100 =  0%   |
  2   63ms     0/ 100 =  0%     0/ 100 =  0%  cr0.cmlye.uk.easynet.net [87.87.25
0.41]

Trace complete.

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

C:\Users\conrad>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  conrad-PC.Home [192.168.2.7]
  1  192.168.2.5
  2  cr0.cmlye.uk.easynet.net [87.87.250.41]
  3     *        *        *
Computing statistics for 50 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           conrad-PC.Home [192.168.2.7]
                                0/ 100 =  0%   |
  1   17ms     0/ 100 =  0%     0/ 100 =  0%  192.168.2.5
                                0/ 100 =  0%   |
  2   63ms     0/ 100 =  0%     0/ 100 =  0%  cr0.cmlye.uk.easynet.net [87.87.25
0.41]

Trace complete.

C:\Users\conrad>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.2.5
  2    54 ms    53 ms    51 ms  cr0.cmlye.uk.easynet.net [87.87.250.41]
  3     *        *        *     Request timed out.
  4    51 ms    53 ms    88 ms  ip-84-38-37-22.easynet.co.uk [84.38.37.22]
  5    57 ms    54 ms    54 ms  89.200.131.187
  6    63 ms    91 ms    91 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  7    64 ms    79 ms    59 ms  AMDGW2.arcor-ip.net [195.69.144.123]
  8   103 ms    95 ms    90 ms  92.79.213.149
  9    87 ms   105 ms    93 ms  85.205.116.6
 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.

C:\Users\conrad>

they look good here so what is  wrong with the sure sigal device has  i have no phone  while i am in the office which is no good for business is it

can support please fix it

conrad

[James]

Hi trobbo,

My apologies for not replying to you sooner it seems that your original post had been missed.

As you have now been able to try the Sure Signal on a different connection using a different ISP and you are still experiencing issues it does point me in the direction of a possible faulty box although I can see that it did update on the server on 06/08/2012.

So that we can look at getting you a new box I have sent you a quick PM, please follow the instructions on the PM and one of the team will be able to get this all done for you.

You can find your PM inbox here.

@ batecom, thanks for your post here.

From the information provided I can see that there is a bit of latency on the line however this isn’t anything to worry about as the traceroute looks fine.

Looking at the registration I can see that there has been a location profile update which may have been caused by an update by your ISP.

I have updated this for you today; please can you perform a reset on the Sure Signal and let me know how you get on.

Reset Instructions

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.

James

[trobbo]

James, thanks for the reply - I've sent you a message regarding this

[trobbo]

Hi James, The new Sure Signal arrived yesterday. I registered it and set the firewall rules and after about 15 mins it had connected. 

All is working now and it's good to have a reliable signal again.

many thanks

[Briantea]

I have had big problems with my Sure Signal Box since changing to TalkTalk fibre service (Kit is BT Openreach). If I reset the Sure signal I get the lights as they should be, but as soon as I try to make a call it fails and just goes to lights 1 and 2 on steady. If I do a full reset, they come back on as they should be, but will fail again sometime during the next call. I have contacted technical support and done as they suggest with port forwarding etc, with still the same problem afterwards.

I have now moved the Sure Signal onto a standard 2Mb copper telephone line with the same router (yes I have 2 in the house) and it works 100% perfectly, great signal, reboots in minutes if switched off and easily copes with several phones.

My questions is therefore, is the Sure Signal suppossed to work on a 37Mb fibre Infinity broadband service? Mine doesn't seem to want to, no matter how I set up the router (Netgear 3700 N600). You can't do anything with the actual fibre modem that I'm aware off.

Any help much appreciated as my other phone line is due to change to fible in a couple of months and my phone isn't usable without the Sure Signal.

[DaveCD]

Hi Briantea

Thank you for your post and a very warm welcome to the eForum.

There is no reason why the Sure Signal will not work on this connection however I have seen a small number of users experiencing this also.

Please can you post the following results to this thread?

 Speedtest and Pingtest

Your IP address.

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

[Briantea]

Hi DavidCD

Sorry for the delayed responce. below is the information you requested, well hopefully: -

Speedtest.net result - ping 26ms, download 37.68Mbps, Upload 1.71mbps

IP Address - IP Config -

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :
IPv6 Address. . . . . . . . . . . : 2002:5c11:cbc2:e472::6
Link-local IPv6 Address . . . . . : fe80::6454:ad50:bf78:6053%13
IPv4 Address. . . . . . . . . . . : 192.168.1.9
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : fe80::224e:7fff:fe78:1c7c%13
192.168.1.1

Tunnel adapter isatap.{97726908-D5A3-4789-8736-8675984D8283}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fd:c12:3c70:3f57:fef6
Link-local IPv6 Address . . . . . : fe80::c12:3c70:3f57:fef6%12
Default Gateway . . . . . . . . . :

tracert 212.183.133.177 result

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

tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms READYSHARE [192.168.1.1]
2 14 ms 13 ms 13 ms host-92-17-202-1.as13285.net [92.17.202.1]
3 17 ms 17 ms 17 ms host-78-151-225-105.static.as13285.net [78.151.2
25.105]
4 18 ms 17 ms 17 ms xe-11-0-0-bragg001.bre.as13285.net [78.151.225.3
4]
5 25 ms 24 ms 24 ms xe-11-1-0-rt001.sov.as13285.net [62.24.240.14]
6 25 ms 25 ms 24 ms host-78-144-1-63.as13285.net [78.144.1.63]
7 25 ms 25 ms 25 ms host-78-144-0-202.as13285.net [78.144.0.202]
8 24 ms 24 ms 24 ms ge-0-2-0-0.lonth-inter-2.interoute.net [195.66.2
36.53]
9 28 ms 27 ms 41 ms 195.81.244.66
10 26 ms 25 ms 25 ms 85.205.116.10
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.

VSS Serial Number - 21196921809

I hope this is OK

Regards

Brian

[DaveCD]

Hi Briantea

Thank you for your post and the additional information.

Everything here seems present and correct so it leads me to believe the device may be at fault.

So we can take a look at this for you please follow the Private Message I have sent to you, once we have your response either myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD (only DavidCD if I am in trouble )
eForum Team

[Briantea]

Hi DaveCD

Email sent as requested. Hopefully it has arrived with you.

Thanks

Brian

[Mylo6224]

Hi I have followed all troubleshooting points and still not dropped back in. Just sits on two green solid lights. Any help would be appreciated.

[Andy]

Hi Mylo6224,

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

Andy
Moderator

[Briantea]

EFT 135,
Hi DaveCD
I respond to your request to send an email, but it was intercepted by the question team and obviously not forwarded to you by their stupid response.
Sorry for my delayed update, but I had been working in Canada. You are most welcome to contact me on (removed for security)

Regards

Briantea

[DaveCD]

Hi Briantea

Thank you for your time on the phone today as it was a real pleasure speaking with you.

Please keep us updated with developments on your new device once this has been installed.

Many Thanks

DaveCD

eForum Team

If I've helped at all today, why not leave me a little feedback?

[Briantea]

Hi DaveCD

It was great talking to you on the phone as well

the new box arrived great as you advised. I have followed the instructions and installed it and regret it doesn't work. I just get the red light on constant and two flashing white lights. It has now been on 24 hours and is still flashing. I therefore removed it from my router and connected it directly to the BT Openreach modem as in the diagramme and put the router in afterwards. The same thing happened, but the router still worked fine.

I tried it on an alternative phone line, on which my old one worked, the new one didn't. 

Now when I added the new device as suggested I didn't delete the old one, could this be the issue?

Thanks for your help

Brian

[Briantea]

Hi DaveCD,

I have now been in and removed the old Sure Signal device from my account and reset the new device. Sorry but still no success with the new one when connected to anything.

It must be me !!!!

Cheers

Brian

[Wayne]

Hi Briantea

Thanks for your post here. I’m sorry to hear that you are still having problems with this.

Can you let me know your external IPv4 IP address please?

Also, can you let me know the serial number of your new Sure Signal so we can take a look at things from our end.

Thanks

Wayne