Sure Signal not transmitting a 3G signal

[Retired-George]

This issue presents the following symptoms:

For version 1 Sure Signal (the one with four lights on the front):

• Lights one and two are solid which indicates the Sure Signal is connected, but isn't giving a 3G signal.
• Light four doesn’t light up or lights occasionally and then goes out at certain times of day.

For version 2 Sure Signal (the one with 3 lights on the front): 

• The power and system lights are both solid, indicating that the Sure Signal is giving a 3G signal.
• Your registered phones don’t pick up a 3G signal.

For version 3 Sure Signal (the plug in version):

• Power, internet and service lights are solid and the ‘in use’ light is either solid or flashing
• Your registered phones don’t pick up a 3G signal

Troubleshooting steps:

Check that your broadband connection meets our minimum requirements.
Please run the broadband speed checker.

If your connection fails any part of the test, this indicates an issue with your Internet Service Provider (ISP) and you’ll need to contact them to discuss this.

Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.

To ensure the Sure Signal broadcasts at the correct frequency, it sends and receives small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured and so the Sure Signal will automatically stop broadcasting and light four will go out.

Check for planned maintenance.

Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Reset your Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

The Sure Signal will be back online in around 1 hour.

Configure your Router Firewall.
The IP address and ports used for NTP (Network Time Protocol) synchronisation are listed below. You may need these to configure the correct firewall settings on your router.

This step isn’t usually necessary, but it may help if you’re using a complex network (such as a corporate or office LAN), or a complex router.

We recommend contacting your ISP or router manufacturer directly for detailed instructions on exactly how to change your router settings. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.

Destination IP addresses:

• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

• Protocol = UDP
• Port = 123

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

Perform a PathPing to our server.

In order to check if the Sure Signal's able to communicate with our NTP server, a PathPing can be performed as a test. In order to do this, you'll need to open the command prompt in Windows as follows:

• For XP just click Start > Run and type cmd then hit enter
• For Vista/Windows 7, press Start and type 'cmd' into the search bar
• Right click the result and click ‘Run As Administrator’

Once you're in the command prompt, type in PathPing 212.183.133.181. This will perform a trace route to the NTP server and will show you the route it took to get there. One of the columns will display packet loss, if this occurs before hitting our server, you'll need to contact your ISP for further assistance.

If you've completed all the troubleshooting steps above and not identified the cause of the issue, your Sure Signal may be faulty. Please post in this thread and we can look into it further.

Thanks,

Jenny

[GilCrisp]

Hi guys alas I am having many problems with my Sure Signal.

Having spent the last 2 hours pulling my hair out.

I have done a hardware reset as described elsewhere in the forum.

Also configured my Netgear router to forward all the relevant ports and assign a static IP address to the Sure Signal on my internal network.

This has moved me forwards and I now have the classic light 1 and 2 solid - but no light 4.

(I have the orignal Sure SIgnal).

I have tried speedtest and pingtest - results below:

http://www.speedtest.net/result/2030015213.png

http://www.pingtest.net/result/65316437.png

I cannot see anywhere on the fourm that mentions any current maintenance.

So I'm at a loss as to what to do next.

Any suggestions.

Thanks.

[GilCrisp]

Hi guys, here is some additional data which you'll probably need:

Serial Number *21197168657

Status active

Location Postcode LE3 3TU Date of registration 26/06/2012 09:06:02  

pathping provides the following results:

 

C:\Users\gil>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Predator [192.168.1.5]

  1  192.168.1.1

  2  cpc2-leic17-2-0-gw.8-1.cable.virginmedia.com [86.2.152.1]

3 leic-core-2a-ae7-2129.network.virginmedia.net [82.3.35.65]

  4  leed-bb-1c-ae5-0.network.virginmedia.net [62.253.174.113]

  5  leed-bb-1a-ae10-0.network.virginmedia.net [62.253.174.21]

  6  nrth-bb-1b-as2-0.network.virginmedia.net [62.253.185.101]

  7  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]

  8  LDNGW1.arcor-ip.net [195.66.224.209]

  9  85.205.116.2

10     *        *        *

Computing statistics for 225 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           Predator [192.168.1.5]

                                0/ 100 =  0%   |

  1    1ms     0/ 100 =  0%     0/ 100 =  0%  192.168.1.1

                                0/ 100 =  0%   |

  2   16ms     0/ 100 =  0%     0/ 100 =  0%  cpc2-leic17-2-0-gw.8-1.cable.virgi

nmedia.com [86.2.152.1]

                                0/ 100 =  0%   |

  3   15ms     0/ 100 =  0%     0/ 100 =  0%  leic-core-2a-ae7-2129.network.virg

inmedia.net [82.3.35.65]

                                0/ 100 =  0%   |

  4   17ms     0/ 100 =  0%     0/ 100 =  0%  leed-bb-1c-ae5-0.network.virginmed

ia.net [62.253.174.113]

                                0/ 100 =  0%   |

  5   21ms     0/ 100 =  0%     0/ 100 =  0%  leed-bb-1a-ae10-0.network.virginme

dia.net [62.253.174.21]

                                0/ 100 =  0%   |

  6   19ms     0/ 100 =  0%     0/ 100 =  0%  nrth-bb-1b-as2-0.network.virginmed

ia.net [62.253.185.101]

                                0/ 100 =  0%   |

  7   20ms     0/ 100 =  0%     0/ 100 =  0%  tele-ic-4-ae0-0.network.virginmedi

a.net [62.253.174.18]

                                0/ 100 =  0%   |

  8   23ms     0/ 100 =  0%     0/ 100 =  0%  LDNGW1.arcor-ip.net [195.66.224.20

9]

                                0/ 100 =  0%   |

  9   33ms     0/ 100 =  0%     0/ 100 =  0%  85.205.116.2

Trace complete.

[Chingy1977]

Hi,

Apologies, here are my results..

Serial no = 21229058637

Ping results =

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Louise>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  chingy-eog4fl1i [192.168.0.13]
  1  myrouter.home [192.168.0.1]
  2  5acc5a3e.bb.sky.com [90.204.90.62]
  3  10.245.173.193
  4  89.200.131.169
  5  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6  AMDGW1.arcor-ip.net [195.69.145.123]
  7  92.79.213.137
  8  85.205.116.2
  9     *        *        *
Computing statistics for 225 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           chingy-eog4fl1i [192.168.0.13]
                                0/ 100 =  0%   |
  1    4ms     0/ 100 =  0%     0/ 100 =  0%  myrouter.home [192.168.0.1]
                                0/ 100 =  0%   |
  2   43ms     0/ 100 =  0%     0/ 100 =  0%  5acc5a3e.bb.sky.com [90.204.90.62]

                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  10.245.173.193
                                0/ 100 =  0%   |
  4  ---     100/ 100 =100%   100/ 100 =100%  89.200.131.169
                                0/ 100 =  0%   |
  5  ---     100/ 100 =100%   100/ 100 =100%  bu4.gr10.telon.uk.easynet.net [89.
200.135.145]
                                0/ 100 =  0%   |
  6   59ms     0/ 100 =  0%     0/ 100 =  0%  AMDGW1.arcor-ip.net [195.69.145.12
3]
                                0/ 100 =  0%   |
  7   68ms     0/ 100 =  0%     0/ 100 =  0%  92.79.213.137
                              100/ 100 =100%   |
  8  ---     100/ 100 =100%     0/ 100 =  0%  85.205.116.2
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%     0/ 100 =  0%  chingy-eog4fl1i [0.0.0.0]

Trace complete.

C:\Documents and Settings\Louise>

Thanks

---

@GilCrisp wrote:

Hi guys, here is some additional data which you'll probably need:

Serial Number *21197168657

Status active

Location Postcode LE3 3TU Date of registration 26/06/2012 09:06:02  

pathping provides the following results:

 

C:\Users\gil>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Predator [192.168.1.5]

  1  192.168.1.1

  2  cpc2-leic17-2-0-gw.8-1.cable.virginmedia.com [86.2.152.1]

3 leic-core-2a-ae7-2129.network.virginmedia.net [82.3.35.65]

  4  leed-bb-1c-ae5-0.network.virginmedia.net [62.253.174.113]

  5  leed-bb-1a-ae10-0.network.virginmedia.net [62.253.174.21]

  6  nrth-bb-1b-as2-0.network.virginmedia.net [62.253.185.101]

  7  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]

  8  LDNGW1.arcor-ip.net [195.66.224.209]

  9  85.205.116.2

10     *        *        *

Computing statistics for 225 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           Predator [192.168.1.5]

                                0/ 100 =  0%   |

  1    1ms     0/ 100 =  0%     0/ 100 =  0%  192.168.1.1

                                0/ 100 =  0%   |

  2   16ms     0/ 100 =  0%     0/ 100 =  0%  cpc2-leic17-2-0-gw.8-1.cable.virgi

nmedia.com [86.2.152.1]

                                0/ 100 =  0%   |

  3   15ms     0/ 100 =  0%     0/ 100 =  0%  leic-core-2a-ae7-2129.network.virg

inmedia.net [82.3.35.65]

                                0/ 100 =  0%   |

  4   17ms     0/ 100 =  0%     0/ 100 =  0%  leed-bb-1c-ae5-0.network.virginmed

ia.net [62.253.174.113]

                                0/ 100 =  0%   |

  5   21ms     0/ 100 =  0%     0/ 100 =  0%  leed-bb-1a-ae10-0.network.virginme

dia.net [62.253.174.21]

                                0/ 100 =  0%   |

  6   19ms     0/ 100 =  0%     0/ 100 =  0%  nrth-bb-1b-as2-0.network.virginmed

ia.net [62.253.185.101]

                                0/ 100 =  0%   |

  7   20ms     0/ 100 =  0%     0/ 100 =  0%  tele-ic-4-ae0-0.network.virginmedi

a.net [62.253.174.18]

                                0/ 100 =  0%   |

  8   23ms     0/ 100 =  0%     0/ 100 =  0%  LDNGW1.arcor-ip.net [195.66.224.20

9]

                                0/ 100 =  0%   |

  9   33ms     0/ 100 =  0%     0/ 100 =  0%  85.205.116.2

Trace complete.

---

[trobbo]

Hi - My Suresignal (original) which has been working since October 2011 has suddenly stopped working showing lights 1 & 2 only.

I've reset the router, checked and swapped the network cables - I have full working internet connection, and can even ping the suresignal box so it does have an IP address assigned. I've also reset the suresignal, and done all the steps in the troubleshooting including a pathping (no problems).

Details:

ISP BT Infinity

Router - BT Infinity Homehub 2.0

Suresignal serial number 21230521334

Hope someone can help

[trobbo]

further to my original message, and after studying my pathping log it does now look like that the problem is with my provider:

C:\Windows\system32>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  Desktop.home [192.168.1.74]
  1  BTHOMEHUB [192.168.1.254]
  2  217.32.143.131
  3  217.32.143.174
  4  213.120.181.166
  5  217.41.169.41
  6  217.41.169.107
  7  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.251.99]
  8  core1-te0-0-0-4.ealing.ukcore.bt.net [109.159.251.25]
  9  peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.254.207]
 10  LNDGW2.arcor-ip.net [195.66.224.124]
 11  85.205.116.2
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Tim-Desktop.home [192.168.1.74]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  BTHOMEHUB [192.168.1.254]
                                0/ 100 =  0%   |
  2    5ms     0/ 100 =  0%     0/ 100 =  0%  217.32.143.131
                                0/ 100 =  0%   |
  3   10ms     0/ 100 =  0%     0/ 100 =  0%  217.32.143.174
                                0/ 100 =  0%   |
  4    6ms     0/ 100 =  0%     0/ 100 =  0%  213.120.181.166
                                0/ 100 =  0%   |
  5    5ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.41
                                0/ 100 =  0%   |
  6    6ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.107
                                0/ 100 =  0%   |
  7  ---     100/ 100 =100%   100/ 100 =100%  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.251.99]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%   100/ 100 =100%  core1-te0-0-0-4.ealing.ukcore.bt.net [109.159.251.25]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%   100/ 100 =100%  peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.254.207]
                                0/ 100 =  0%   |
 10   16ms     0/ 100 =  0%     0/ 100 =  0%  LNDGW2.arcor-ip.net [195.66.224.124]
                              100/ 100 =100%   |
 11  ---     100/ 100 =100%     0/ 100 =  0%  85.205.116.2

Trace Complete

I can't even ping the first of the bt addresses.

I'm assuming then that I'll have to get in touch with BT

[trobbo]

BT say it's not their problem, and out of curiosity I did a pathping 212.183.133.181 from a friend's house (Sky Broadband) here are the results:

C:\Windows\system32>pathping 212.183.133.181

 
Tracing route to 212.183.133.181 over a maximum of 30 hops

 
  0  Tony-PC [192.168.0.2]

  1  www.routerlogin.com [192.168.0.1]

  2  dr1.enlba.isp.sky.com [89.200.128.27]

  3  vl191.ar8.enlba.isp.sky.com [89.200.133.184]

  4  bu4.gr10.telon.uk.easynet.net [89.200.135.145]

  5  AMDGW2.arcor-ip.net [195.69.144.123]

  6  92.79.213.141

  7  85.205.116.2

  8     *        *        *

Computing statistics for 175 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                           Tony-PC [192.168.0.2]

                                0/ 100 =  0%   |

  1    0ms     0/ 100 =  0%     0/ 100 =  0%  www.routerlogin.com [192.168.0.1]

                                0/ 100 =  0%   |

  2   45ms     0/ 100 =  0%     0/ 100 =  0%  dr1.enlba.isp.sky.com [89.200.128.

27]

                                0/ 100 =  0%   |

  3  ---     100/ 100 =100%   100/ 100 =100%  vl191.ar8.enlba.isp.sky.com [89.20

0.133.184]

                                0/ 100 =  0%   |

  4  ---     100/ 100 =100%   100/ 100 =100%  bu4.gr10.telon.uk.easynet.net [89.

200.135.145]

                                0/ 100 =  0%   |

  5   55ms    90/ 100 = 90%    90/ 100 = 90%  AMDGW2.arcor-ip.net [195.69.144.12

3]

                                0/ 100 =  0%   |

  6   69ms     0/ 100 =  0%     0/ 100 =  0%  92.79.213.141

                              100/ 100 =100%   |

  7  ---     100/ 100 =100%     0/ 100 =  0%  85.205.116.2

Trace complete.

 
C:\Windows\system32>

hops 3&4 are showing 100% loss with Sky Broadband (I'm on BT Infinity)

Pinging 212.183.133.181 comes back with host unreachable whether using BT or Sky. Just to make certain I called another friend who lives 25 miles away and is on Talk Talk and ask him to ping 212.183.133.181 - it came back as unreachable every time he tried

So it seems like I wasted my time contacting BT because either there is a fault that is sytem wide and independent of ISPs, or there is a mistake in Vodafone's fault finding guide above?

Now just getting solid light 1 so am going to post in that thread as well

[gdwhitehouse]

Hi

Got the same problem - lights 1 & 2 solid, nothing on 4. SureSignal has been working fine since about May 2010!

I'm on BT Infinity

Serial number: 21197228451

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

C:\Users\graham.whitehouse>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 PC-GW.selgrp.local [192.168.0.62]
1 READYSHARE [192.168.0.25]
2 213.120.155.228
3 213.120.155.142
4 213.120.161.18
5 217.32.26.46
6 217.32.26.182
7 acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt.net [109.159.248.202]
8 core1-te-0-15-0-0.ilford.ukcore.bt.net [109.159.248.142]
9 peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.254.112]
10 LNDGW2.arcor-ip.net [195.66.224.124]
11 85.205.116.6
12 * * *
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 PC-GW.selgrp.local [192.168.0.62]

0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% READYSHARE [192.168.0.25]
0/ 100 = 0% |
2 7ms 0/ 100 = 0% 0/ 100 = 0% 213.120.155.228
0/ 100 = 0% |
3 10ms 0/ 100 = 0% 0/ 100 = 0% 213.120.155.142
0/ 100 = 0% |
4 9ms 0/ 100 = 0% 0/ 100 = 0% 213.120.161.18
0/ 100 = 0% |
5 9ms 0/ 100 = 0% 0/ 100 = 0% 217.32.26.46
0/ 100 = 0% |
6 8ms 0/ 100 = 0% 0/ 100 = 0% 217.32.26.182
0/ 100 = 0% |
7 --- 100/ 100 =100% 100/ 100 =100% acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt
.net [109.159.248.202]
0/ 100 = 0% |
8 --- 100/ 100 =100% 100/ 100 =100% core1-te-0-15-0-0.ilford.ukcore.bt
.net [109.159.248.142]
0/ 100 = 0% |
9 --- 100/ 100 =100% 100/ 100 =100% peer1-xe11-1-0.telehouse.ukcore.bt
.net [109.159.254.112]
0/ 100 = 0% |
10 17ms 0/ 100 = 0% 0/ 100 = 0% LNDGW2.arcor-ip.net [195.66.224.12
4]
100/ 100 =100% |
11 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.6

Trace complete.

C:\Users\graham.whitehouse>

[gdwhitehouse]

Bump - is this forum visited any more by the Mods?

[Retired-James]

Hi trobbo and gdwhitehouse,

The issue with the traceroute isn’t that it times out after reaching the IP address 85.205.116.2 but the packet loss before this.

Basically all traceroute will timeout after the above IP as our servers can not be pinged due to the security restrictions.

However I can see that t here is substantial packet loss on your traceroute and your friend’s traceroute which can cause the VPN connection to fail which means that the Sure Signal won’t work.

Everything looks fine with the registration and I can see that it updated with the server yesterday at 14:54 which would suggest that the issue could be an intermittent issue with the line.

The only advice that I can give you would be to contact BT again with a copy of the traceroute to advise that there is significant packet loss on the connection.

7  ---     100/ 100 =100%   100/ 100 =100%  acc1-10GigE-11-3-0.sf.21cn-ipp.bt.net [109.159.251.99]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%   100/ 100 =100%  core1-te0-0-0-4.ealing.ukcore.bt.net [109.159.251.25]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%   100/ 100 =100%  peer1-xe3-3-0.telehouse.ukcore.bt.net [109.159.254.207]
                                0/ 100 =  0%   |

Other than this the only other thing that you can do is double check for any port forwarding settings to make sure you have ports 50,4500,500,123,8 and 1723 forwarded to the relevant IP ranges as advised here.

Also can you confirm if The Sure Signal works on your friends connection or not/

James

[gdwhitehouse]

Hi

I will check everything again, but my setup is very static (as it has been for the last 2 years), the only change was from Infinity to Infinity 2 about 3 months ago - everything else is functioning at 100%. I will mail BT, but seeing as everything else internet based is sound, I fear there is something else occuring here.

G