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Solution

Sure Signal to BT Infinity - will not work

CatherineBrady
2: Seeker
2: Seeker

I have just purchased a Sure Signal device and installed it. The lights are displayed as discussed in the installation document but it does not boost my signal. I have read the post below and it appears this is an ongoing issue. I have tried all of the tests below but it still doesn’t work. I have rang Vodafone 3 times and due to a poor signal and hence the Sure Signal device I cannot be put on hold for any period of time before the phone cuts out. This is extremely frustrating can you help.

 

Advice off forum

The first thing to do would be to take a look at our troubleshooting guides where you will find all of the information needed in regards to different router setups and port forwarding.

Also, can I ask if this is set up on a corporate network using your own firewalls? If yes then it is possible that the firewalls are preventing a VPN connection from being made by the Sure Signal.

Once you have gone through all of the troubleshooting steps and if you are still experiencing connection issue please post the following details below;

How is the Sure Signal connected in relation to the BT infinity connection?

What router are you using?

What are the results of a speed test?

What are the results of a ping test?

What are the results of a traceroute?

What is 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.

In regards to cancelling the agreement, can I ask how long you have had the connection?

 

If you are still within 7 days then we can arrange for the handsets to be returned and the PAC generated however if outside of the initial 7 days then an early termination fee would apply.

 

If you can let me know the above I know that we can get your Sure Isgnal up and running for you.

 

VSS Trace route command 

Microsoft Windows [Version 6.1.7600]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

 

C:\Users\Catherine>TRACERT

 

Usage: tracert [-d] [-h maximum_hops] [-j host-list] [-w timeout]

               [-R] [-S srcaddr] [-4] [-6] target_name

 

Options:

    -d                 Do not resolve addresses to hostnames.

    -h maximum_hops    Maximum number of hops to search for target.

    -j host-list       Loose source route along host-list (IPv4-only).

    -w timeout         Wait timeout milliseconds for each reply.

    -R                 Trace round-trip path (IPv6-only).

    -S srcaddr         Source address to use (IPv6-only).

    -4                 Force using IPv4.

    -6                 Force using IPv6.

 

C:\Users\Catherine>TRACERT 212.183.133.177

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

 

  1     1 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]

  2     6 ms     7 ms     5 ms  172.16.17.7

  3     *        *        *     Request timed out.

  4     6 ms     6 ms     8 ms  213.120.158.141

  5     8 ms     8 ms     7 ms  212.140.235.242

  6     8 ms     9 ms     8 ms  213.120.180.175

  7    10 ms    11 ms     8 ms  217.41.169.109

  8    14 ms     9 ms     9 ms  acc2-10GigE-3-2-0.sf.21cn-ipp.bt.net [109.159.25

1.217]

  9    15 ms    15 ms    15 ms  core1-te-0-13-0-12.ealing.ukcore.bt.net [109.159

.251.169]

 10    22 ms    16 ms    16 ms  peer2-xe0-0-0.telehouse.ukcore.bt.net [109.159.2

54.102]

 11    16 ms    16 ms    16 ms  t2c3-xe-1-2-0-0.uk-lon1.eu.bt.net [166.49.211.18

4]

 12    15 ms    15 ms    15 ms  166-49-211-254.eu.bt.net [166.49.211.254]

 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     *        *        *     Request timed out.

 21     *

10 REPLIES 10

Ben_H
Moderator (Retired)
Moderator (Retired)

Hi Catherine Brady,

Welcome to the eForum. :Smiling:

So I can check your Sure Signal this end, please let me know your serial number. It'll be 11 numbers long and likely start with a 2 or a 4. We can see if the symptoms are the same as those mentioned here.

Cheers, 

Ben

42141239311

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi CatherinrBrady,

 

Please try resetting the Sure Signal. 

 

Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

 

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

 

Thanks,

 

Sukhi

I tried what you suggested and spoke to one of your colleagues who tested my internet speed. We have fibre optic so it is fast. But no luck. I get 5 bars and can receive calls but every time I make calls at hoem I get 'call failed'.

Hi CatherineBrady,

 

Your Sure Signal made contact with the network at 5.54pm yesterday.

 

Is everything now ok?

 

If not, please let me know the exact light sequence you’re now seeing and if it’s outgoing calls failing or receive calls and sending texts at home also?

 

Thanks,

 

Gemma

The sure Signal is fine, 3 lights on. I can receive calls but not make a mobile to mobile call. If I cant get this to work I have to return it by monday - 14 days. This is so frustrating!

Hi CatherineBrady,

 

I've put through a resync of your Sure Signal, could you please reset it as per the instructions Sukhi sent previously.

 

This should hopefully bring everything back to order :Smiling:

 

Thanks,

 

Matt B

What has been suggested still does not work. I cannot make calls from home

Hi CatherineBrady, 

 

I've looked into this further and can see the majority off outbound calls are failing. The error message given is 'resource unavailable', which basically means there isn't enough bandwidth on your internet connection. 

 

I have done a software update for you. Please keep the Sure Signal plugged in for 24 hours and don't perform any resets during this time. 

 

After a few hours, please turn your phone off and back on.

 

Thanks, 

 

Kay