Sure Signal stopped working

[VickiN]

Hi, 

I have a Sure Signal Version 1 and it has decided to stop working.  It has been working fine since I first got it well over a year ago (can't remember exactly when I got it, but it has been a long time).  This is a real nuisance as I get no Vodafone coverage at home!!

It stopped working a couple of weeks ago and despite speaking to Vodafone and resetting it several times, as well as de-registering and re-registering also, still no joy. 

The lights on the back by the ethernet cable are steady yellow and steady or flashing orange.

Sometimes I have no lights, sometimes just the power light and sometimes lights 1 & 2 with 4 flashing.

I use a BT HomeHub 3.

My S/S is a Sagem and the Serial Number is 21230683613.

I hope you can help me.  I am having to use my landline all the time to call other mobiles and it is costing me a fortune!  As a household, we spend about £60 a month for calls we are unable to use!!!!  We nly chose Vodafone because of the Sure Signal, depsite having to pay for it!

I look forward to hearing from you. 

Many thanks. 

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[VickiN]

Thank you very much for your prompt reply.

Speed Test -

Download - 16.79 mbps

Upload - 0.91 mbps

Ping - 11 ms 

Ping Test - 

Line Quality - B* 

Ping - 25 ms 

Jitter - 1 ms

Unable to test spacket loss 

IP Address - 217.44.133.249

IPV6 Address - ::ffff:d92c:85f9 

Sure Signal Serial Number - 21230683613

Traceroute - 

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

C:\Users\Vicki>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 4 ms 2 ms 2 ms api.home [192.168.1.254]
2 7 ms 7 ms 7 ms 217.32.147.11
3 50 ms 8 ms 8 ms 217.32.147.62
4 13 ms 9 ms 13 ms 213.120.156.194
5 10 ms 9 ms 9 ms 213.120.178.71
6 9 ms 10 ms 12 ms 217.41.168.109
7 10 ms 10 ms 9 ms 109.159.249.238
8 10 ms 10 ms 12 ms core1-te0-7-0-14.faraday.ukcore.bt.net [109.159.
249.163]
9 10 ms 10 ms 10 ms peer2-xe8-0-0.telehouse.ukcore.bt.net [109.159.2
54.177]
10 16 ms 9 ms 10 ms t2c3-xe-0-2-0-0.uk-lon1.eu.bt.net [166.49.211.17
0]
11 10 ms 10 ms 10 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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 * *

This makes no sense to me, but I hope it helps you!!!

Thank you.

[Retired-Dave]

Hi VickiN,

The Sure Signal connected with our servers early this morning. Are you able to connect now?

If not, follow these amended steps to reset the box:

• Unplug the ethernet cable from the Sure Signal
• 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.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Let us know if this helps.

Dave

[VickiN]

Thanks Dave.

Sadly still no joy!

I did the reset as instructed above at about 2.30, so 5 hours ago and still not working. 

I have been keeping an eye on the lights and I still have the same problem - no lights, one light, two lights, two lights and one flashing light or the running sequence of each light coming on in turn and then going off.

The lights on the back are solid yellow and flashing orange at the moment. 

Any other suggestions?

Did you do a re-sync?

When you say it connected to your servers this morning, does that mean it should be working??

Thanks

Vicki 

[Retired-Dave]

Hi VickiN,

When the Sure Signal connects to the server, it picks up any updates and lets you make calls. What we can't see is if or when the connection is lost again.

The Sure Signal reset should have resynched it as well. I've done a resync here to be sure.

If it still doesn’t work, check the following for me:

 - Are the ethernet lights on the Sure Signal lit, flashing or off? You'll find them next to the cable socket.

 - Try a different ethernet cable.

 - Try a different socket on the router

Dave

[VickiN]

Thanks Dave.

At present, the yellow light is solid and the orange light is flashing.

I will try a different cable and a different socket tomorrow and let you know. 

I have seen other people mention things about opening ports / port forwarding????  Is this potentially a problem with the BT HomeHub 3?  I have no idea what these things mean.  If it is a potential problem, can you help or do I have to prepare to slit my throat and try to speak to BT?

Thanks 

Vicki 

[Retired-Dave]

Hi VickiN,

We're aware of issues with a small number of BT Home Hub customers using Sure Signals. I want to check for any other causes too.

If your computer has UPnP (Universal Plug and Play) switched on, the ports and IPs should be set automatically.

If all else fails, these may need to be checked.

Ports to be opened for forwarding:

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

IP addresses to be allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

Also, check the router to ensure that IPSec Passthrough is allowed. 

If you're unsure how to do these, you'd need to check with BT. You may find the information you need on their website or in the router's manual.

Dave

[VickiN]

Thank you. 

I have changed the ethernet cable and used a different socket on the router and still have the same problem unfortunately.  

As far as I am aware, the Plug & Play is switched on, but I will check and also look into the open port situation etc. (about which I have absolutely no clue!!).

I will try and speak to BT tomorrow.  Wish me luck!!!

Thanks again and I will speak to you soon. 

Vicki 

[Retired-Ian_]

Hi VickiN,

Thanks for the update.

Please let us know what happens?

Thanks

Ian