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Solution

Sure Signal(s) Stopped working.

LesE
4: Newbie

We are at a business with a VPN firewall Netgear FVS336GV2

The setting on this have not changed in the last year.

 We have now three Sure signals to provide internal voadfone coverage.

a V1 a V2 and a new V3.

Last friday they stopped working.

They transmit through 92.27.88.48.

We have taken two of they to another site and they all work perfectly there so its not the devices.

We have check the ISP supplier for 92.27.88.48 and they confirm no listed problems or any blocked ports.

( we have been using Sure signals for 2 years plus on this line)

Download is 2 Meg plus upload around 800K.

We have tried ouside the firewall directly connected to the broadband modems as well just to confirm all is ok with our system.

Still no signal on any of our three.

We have swapped the modems to check that its not them, still no result

(we have two broadband lines running load balancing, however the sure signal is forced always down 92.27.88.48)

 

Pathping gives.

Microsoft Windows [Version 6.3.9600] (c) 2013 Microsoft Corporation. All rights reserved. C:\Users\Gem1>pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 SVP1321C5E.Gwent.org [192.168.0.25]

1 192.168.0.1

2 host-62-24-254-203.as13285.net [62.24.254.203]

3 host-78-151-228-55.as13285.net [78.151.228.55]

4 host-78-151-228-54.as13285.net [78.151.228.54]

5 host-78-144-8-209.as13285.net [78.144.8.209

6 host-78-144-11-135.as13285.net [78.144.11.135]

7 lndgw2.arcor-ip.net [195.66.224.124]

8 85.205.0.86

9 * * *

Computing statistics for 200 seconds

... Source to Here This Node/Link Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address

0 SVP1321C5E.Gwent.org [192.168.0.25 ] 0/ 100 = 0% |

1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1 0/ 100 = 0% |

2 24ms 0/ 100 = 0% 0/ 100 = 0% host-62-24-254-203.as13285.net [62 .24.254.203] 0/ 100 = 0% |

3 25ms 0/ 100 = 0% 0/ 100 = 0% host-78-151-228-55.as13285.net [78 .151.228.55] 0/ 100 = 0% |

4 36ms 1/ 100 = 1% 1/ 100 = 1% host-78-151-228-54.as13285.net [78 .151.228.54] 0/ 100 = 0% |

5 30ms 0/ 100 = 0% 0/ 100 = 0% host-78-144-8-209.as13285.net [78. 144.8.209] 0/ 100 = 0% |

6 32ms 0/ 100 = 0% 0/ 100 = 0% host-78-144-11-135.as13285.net [78 .144.11.135] 46/ 100 = 46% |

7 34ms 46/ 100 = 46% 0/ 100 = 0% lndgw2.arcor-ip.net [195.66.224.12 4] 54/ 100 = 54% |

8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.0.86

Trace complete. C:\Users\Gem1>

 

Our V3 serial number is

42142439019

the V3 eror message is :-

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network.

 

Can you help please ?

 

 

 

 

 

29 REPLIES 29

Please note:-

 

We have already done this.

We have checked speed. bandwidth, and that all ports are open.

 

DaveCD
Moderator (Retired)
Moderator (Retired)

Hi LesE,

 

I can see that versions two and three are showing as deregistered.

 

Please re-register these.

 

The single flashing light on the version one Sure Signal indicates that no internet connection is found.

 

Please try a different Ethernet cable and ensure that the ports are set up as provided by Matt previously.

 

DaveCD

 

 

Hi DaveCD

 

I deregistered the two sure signals over the weekend and I have re registered them this morning.

 

The ports are as Matt provided.

 

The lights are as follows:

 

V1 Flashing light one only

V2 Constant Red first light only

V3 Flashing Red first light and constant light 3 and 4

 

 

Retired-Ian_
Moderator (Retired)
Moderator (Retired)

Hi LesE,

 

The Sure Signal units haven't connected to our server.

 

The light sequences that you've indicated, show that they're not picking up an internet connection.

 

We need you to try these at a different location from the the current, or other site.

 

Thanks,

 

Ian

Yes we realise that the signal boxes mght not appear on the Vodafone server as you say because the ping and trace route fail at the vodafone site......we have mentioned this to you in previous posts......

 

Please note both

path ping and trace route fail at

 

85.205.0.86

the above is a site listed as owned by vodafone

 

 

 

essexpiper
2: Seeker
2: Seeker

My sure signal stopped working. I took the device into the local Vodafone shop after the on line service admitted it could not help.  The device has now been with Vodafone for five weks. They cannot give me any update on when it will be fixed or replaced.  This is almost amazing when dealing with a global outfit like Vodafone.

 

The impression given is that I am a problem that they wish would go away. Nobody ever returns call, nobody ever keeps their promises. They are all "polite" but NOTHING EVER HAPPENS.  The local store manager cannot help, the tech team cannot help, the customers service cannot help.  This seem like a disaster and nobody seems to grip that working with any mobile at home is "difficult".  I suspect that they have a big issue with this and are trying to keep it out of sight.  

 

All I need is a straight answer and Vodafone cannot provide it.  Interesting business plan. Ingnore your clients problems.

LeeJS
Moderator (Retired)
Moderator (Retired)

Hi @essexpiper 

 

If you still need help with this, contact our Live help team here.

 

Thanks,

 

Lee

The situation continues as before. The on line chat refer me to the tech guys. The tech guys refer me to the on line chat support. The store refers me to the on line chat. The online chat refer me to the store. The manager at on line chat is "not avalaible."  The store does not pick up the call. The voice message says they will call back. They never do. When I visit the store (three time now) I have to get in my car , drive into town, find somewhere to park, walk across town to the Vodafone store. Wait in a queue for an hour to speak to somebody. They don't know but refer me to the tech guys or the on line chat.

 

All of this is now so funny that Vodafone is a total joke when it comes to quality of service. Nobody, repeat nobody  will give a direct and honest answer. To expect me to believe that they don't know what the situation is is insulting me. The overall feeling is that they wish I would just go away. Does the CEO know about all of this? I bet that I am not the only person involved here. Never believe anything that Vodafone tells you.

Hi @essexpiper

 

When you took the device into store, you should’ve been given a repair or ‘SID’ reference.

 

You can track your repair here – Repair tracker

 

Thanks,

 

Simon

All helpful stuff from Simon at Vodafone but we are no further forward. Everybody at Vodafone is very, very polite.

However when I check the job note on the tracking screen it tells me that the device was despatched back on the 16 Oct. 2014. Just not true.

 

I have now lost count of the number of people at Vodafone who I have spoken to about this. It has even been "raised" or whatever with a "manager" who is sitting somewhere in the world. The result remains that nobody knows anything. The last suggestion was that I should phone around the UK to find a Vodafone store that has them in stock and that I should then visit the store and puchase another device. This would then be credited to me.

 

When I pointed out that Vodafone does not list store telephone numbers and even if they do nobody ever answers the phone the person seemed surprised. They were also surprised when I told them I was not prepared to drive to Birmingham or in fact anywhere to do this. Some client service from Vodafone would be good. So far I appear to be dealing with semi automated people who are programmed to be nice to clients in the hope they will go away and not ask questions.

 

I had to tell  Vodafone that they were out of stock of these devices, they did not know. They could not tell me where they might be in the UK., the devices that is. Even though each device has a serial number and must have been procured somewhere by Vodafone. This whole event has now reached a total comedy act as Vodafone run from post to post trying to make me go away.

 

A long list of promises always broken and agreements never kept. The whole system is a joke and if any small business tried these tricks their clients would never buy from them again.  Interested to see if this posting brings any more crazy comments. Before any "helper" replies I suggest that they look at the transcripts of my calls and live chat.