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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

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi NozzaC,

 

Thanks for getting back to me.

 

Everything does look fine with the registration which would normally point towards a faulty Sure Signal or something on the broadband setup.

 

To rule out a faulty Sure signal, can you try this on a different internet connection (at a friend’s or family members house) to see if you get the same issue?

 

James

Well that's certainly not going to be easy.

 

I need this thing to work for business as it's my only number. It's been weeks without it.

 

Can you not troubleshoot it more than me going to a friends house?

 

You say it could be broadband setup - what could it be?

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi NozzaC,

 

As each broadband connection and router setup is different it can be hard for us to identify exactly where the problem lies.

 

We can only give advice regarding general setup including ports that need to be forwarded and general router setup.

 

Unfortunately we aren’t able to login into a router and manually set anything up for you.

 

I can see that we’ve already gone down a number of steps around this and now need to identify exactly where the problem lies, because from what we can see everything looks fine.

 

James

Yes but you're asking me to go to a friends house and forward ports on their router etc That's not gonna be easy and surely will add a new router into the equation?

 

My broadband hasn't changed. Still the same service with the same ISP.

 

You say it could be the internet connection - what could it be exactly? Ports or what? Is there something I can check?

 

 

 

 

Retired-Simon
Moderator (Retired)
Moderator (Retired)

Hi NozzaC

 

There’s nothing more that we can troubleshoot from a broadband line or router point of view than has already been suggested here.

 

Your router and broadband may be the same but sometimes router firmware upgrades can cause your Sure Signal to stop working.

 

Only by testing this with an alternative router or connection would we be able to tell if it’s a faulty Sure Signal or not.

 

Thanks

 

Simon

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

BT has assigned static IP for VSS but problem still exists no 3G signal - Home Hub  syas that my device "does not support - or is not configured for IPv4 addressing"

What more can I do ? BT blaming Vodafone and visa versa! Help needed please!

Anyone know how sure signal can "be configured for IPv4 addressing"???

Jenny
Moderator (Retired)
Moderator (Retired)

Hi @grannyrita

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

Jenny

Have tried VSS Trace Route msg reads - "not recognised as an internal or external command, operable program or bathch file."


@Jenny wrote:

Hi @grannyrita

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

Jenny



@Jenny wrote:

Hi @grannyrita

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

Jenny




Sukhi
Moderator (Retired)
Moderator (Retired)

Hi @grannyrita

 

In order for us to help you, please provide atleast 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:

 

Once we have these details, we'll be able to take a closer look at what's going on.

 

Thanks,

 

Sukhi