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Solution

Sure Signal not transmitting a 3G signal

Retired-George
Moderator (Retired)
Moderator (Retired)

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

1 ACCEPTED SOLUTION

Hello

 

serial number 21224717989 version 1

 

the sure signal stopped working a few days ago after a lont internet outage (2 hours), presented with only light 1 flashing.

 

I have done a little troubleshooting and have now manged to get to light 1 and 2 solid.

 

how is it looking from your end?

 

 

Internet speed >5 Mbps ping normally <55ms.

 

pathping 

C:\WINDOWS\system32>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]
1 WRT54GL [192.168.1.251]
2 192.168.1.250
3 losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]
4 no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]
5 ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
6 ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
7 ldngw1.arcor-ip.net [195.66.224.209]
8 85.205.116.14
9 * * *
Computing statistics for 200 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% WRT54GL [192.168.1.251]
0/ 100 = 0% |
2 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.250
1/ 100 = 1% |
3 44ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]
0/ 100 = 0% |
4 45ms 1/ 100 = 1% 0/ 100 = 0% no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]
0/ 100 = 0% |
5 46ms 1/ 100 = 1% 0/ 100 = 0% ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
1/ 100 = 1% |
6 54ms 2/ 100 = 2% 0/ 100 = 0% ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
0/ 100 = 0% |
7 54ms 2/ 100 = 2% 0/ 100 = 0% ldngw1.arcor-ip.net [195.66.224.209]
98/ 100 = 98% |
8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14

Trace complete.

 

Can you see the sure signal from your end?

 

Thanks in advance

IAn

 

 

FIXED

 

Came back about an hour later and it is working OK

 

Don't you just hate it when that happens

 

Ian

View solution in original position

501 REPLIES 501

Excuse my thickness - what is WCDMA???

 

 

Sky have an IP range with a 2. address

Mylo6224
1: Seeker

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.

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

pjones9700
2: Seeker
2: Seeker

looks like I have the same issue, We have 2 iPhone 4s and neither of them are picking up a 3G signal since this morning.

 

Anyone had any joy from vodafone yet. I cant find any posts stating they have an issue or there is any maintenance yet!!

 

I hope you are not holding your breath there waiting for an answer!

 

We've got an iPhone 4S, iPhone 3GS and a new iPad and neither of them are picking up 3G 

 

 

My Sure Signal just went off...flashed a bit..Now back working fine

Hiya Dave,

Returning home tonight I have found still the signal appears to be blocked by te VSS. Will try swapping sims around the iPhones tomorrow to try and isolate the problem. Is this something that happens often or have encountered before?

I have read lots of people requesting remote re syncs, for my own learning what does or can this achieve ?

Thanks,

Dave

@Dave

Update - curiosity got the better of me. The number registered as 'owner' is still the only number that can connect to VSS after swapping sims around thus ruling out the phones. I'll try again removing the affected numbers and re adding them fresh.

Any ideas or technical wizardry much appreciated .

Thanks,

Regards,
Dave

RIGHT

 

Mine has been off since Friday night

 

Have contacted techies via direct chat and conducted the ISP checks ( BT just laughed due to AMOUNT OF PEOPLE THEY ARE BEING INUNDATED WITH, ASKING THE SAME QUESTIONS !!!!!!!!!!!!)

 

MY SPEEDS PORT SETTINGS EVERYTHING IS FINE

 

I have contacted Customer services on the phone ( BT LANDLINE OBVIOUSLY) 3 times now

 

Been fobbed off with the same Bull all 3 times ( Its you ISP, I'll do a resync, do a factory reset......)

 

My speed are fine

my ports are fine

 

i was told last night that it was a VODAFONE PROBLEM it will be fine in the morning

 

Nothing again today apart from a text Questionaire ( at work of course as NO SIGNAL AT HOME) asking how satisfied I was with Vodafone

 

I wont use the language that expresses my satisfaction on this forum

 

Called again tonight ( FR|OM MY LANDLINE OF COURSE)

 

and was told ahhhh yes the problem is resolved, resyncing, wait 2 hours reset the Box and your router and it will "I promise " work

 

Um yeah right

 

What is going on please?

 

My user name gets nowhere near expressing my displeasure and my imminent departure from Vodafone for ever unless this is SORTED