Sure Signal v1 No Longer Working

[Stu_HWM]

To Tech Support,

We have recently moved premises & relocated our sure signal in the process. We have moved to a new unit on the same site, total distance about 100m

The unit has steady lights on 1,2 & 3. I have followed the trouble shouting associated with his error in your forum. 

I have tried resetting the unit several times, combination of button pressing etc. to no avail.

I can't log into our account as Vodafone appear to be experiencing issues.

Serial Number 21221751775

DL 8.75Mbps

UL 0.91Mbps

Ping 36ms

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

1 1 ms 1 ms 1 ms 192.168.1.254
2 * 33 ms 32 ms lo0-central10.ptn-ag03.plus.net [195.166.128.192
]
3 31 ms 31 ms 31 ms link-a-central10.ptn-gw01.plus.net [212.159.2.13
6]
4 35 ms 45 ms 34 ms xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
5 32 ms 35 ms 35 ms ldngw1.arcor-ip.net [195.66.224.209]
6 32 ms 32 ms 32 ms 85.205.116.14
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Can you look into resetting or performing some diagnostic from your end.

Thanks

[frumming]

I have exactly the same issue.

Sure SIgnal v1   has been workig fine until about a week ago.

Run 2 x iPhone 5

This is what ive done.

Reset SS several times including cold restarts.

Deregistered and Reregistered SS.

Checked port forwarding 

Serial Number for SS  21223459013

My IP 80.7.238.222

DL 54.97

UL 11.44

Ping 32 ms

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  cpc3-hitc7-2-0-gw.9-2.cable.virginm.net (80.7.236.1)  12.412 ms  8.226 ms  71.213 ms

 2  lutn-core-2a-ae5-1604.network.virginmedia.net (213.107.46.209)  8.953 ms  8.141 ms  7.668 ms

 3  popl-bb-1c-ae2-0.network.virginmedia.net (62.253.174.1)  13.604 ms  11.900 ms  9.672 ms

 4  nrth-bb-1c-et-300-0.network.virginmedia.net (62.253.175.229)  8.224 ms

    popl-bb-1b-ae13-0.network.virginmedia.net (213.105.159.189)  12.390 ms

    nrth-bb-1c-ae7-0.network.virginmedia.net (62.253.174.137)  10.991 ms

 5  nrth-bb-1b-ae11-0.network.virginmedia.net (62.253.174.109)  15.186 ms  11.747 ms  31.545 ms

 6  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  55.681 ms  13.727 ms  10.880 ms

 7  ldngw1.arcor-ip.net (195.66.224.209)  18.654 ms  13.536 ms  16.442 ms

 8  85.205.116.2 (85.205.116.2)  13.771 ms  13.807 ms  13.531 ms

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34  *

Please can you advise, reset the SS from the Vodafone end.  I have heard the old SS may need a FW update.  If required please deploy it to my SS.

Thank you,

Fred

[Ben_H]

Hi folks,

Stu_HWM - Your speedtest and traceroute check out great. I've not been given your external IP address to check but I'm pushing a manual synchronisation down to you now to see if that fixes the connection. To complete the process can you:

• 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 come online in around 1 hour.

If you're still unable to access My Account to view and amend your Sure Signal location, please try clearing your cache and cookies and close all open windows in your web browser before logging back in again. If you still can't access it, I've sent instructions on how to reach my team here. 

Fred - As you've de-registered and registered your Sure Signal again then a resync has already been pushed through. The rest of your results are great so I'm going to push the latest firmware down to you now.

Please don't disconnect or switch off your Sure Signal for at least 48 hours as I don't want to 'brick' your unit. You may need to switch the phones off and on again after 48 hours has passed for the firmware update to work.  

Cheers, Ben

[Stu_HWM]

Ben,

I followed your instructions at 9am this morning, and there is no change, still not working.  

[frumming]

Hello Ben,

I am now working and thank you for your quick response.

One thing I tried and found from another post is:-

Reset the SS v1 as per instructions i.e pull power and leave the button pressed until each light has flickered.

Leave the RJ45 network cable out of the SS for about 15 minutes and then plug it back in and leave.

After about 30 minutes my SS and phone was working again with full signal.  🙂

I hope this helps.

[Jenny]

Hi Stu_HWM,

Get in touch using the link in Bens post and we’ll look into this further.

frumming – That’s brilliant!

Thanks for getting back to us and posting your findings!

Thanks,

Jenny 

[Stu_HWM]

Jenny,

The link takes me to my private message control panel. There are no instructions.

Am I suposed to contact you through the 'contact us' link?

Stuart

[Retired-Dave]

Hi Stu_HWM,

Apologies for that. I've re-sent the PM with the directions for you.

Click the link again and you'll see it

Dave

[Stu_HWM]

Sure signal is now working again, unsure what fixed the error, repeatedly restarted in various configurations of holding down reset button, and pulling out power cord etc.

Anyways back online appreciate the assistance.

[Sukhi]

Hi Stu_HWM

That's great thanks for letting us know.

Thanks

Sukhi