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03-11-2014 08:48 PM
My Secure System v1 has not worked since the outage in early October. I have followed the instructions in the Troubleshooting Guide without success. I have also replaced the power cable and then performed a rest, again without success
Below are the details you request to investigate the issue further:
Sure signal serial no.: 21196762872
Light sequence: Lights 1,2 &4 solid green, light 3 no lit
IP Address: 86.170.71.95
Speed Test: Download: 6.71
Upload: 0.37
Ping Test: 65ms
VSS Traceroute command:
1 1 ms 1 ms 3 ms BThomehub.home [192.168.1.254]
2 27 ms 29 ms 27 ms esr4.miltonkeynes3.broadband.bt.net [217.47.74.1
43]
3 27 ms 27 ms 28 ms 217.47.74.30
4 32 ms 31 ms 32 ms 213.1.69.110
5 34 ms 33 ms 33 ms 31.55.164.103
6 31 ms 30 ms 30 ms 31.55.164.195
7 35 ms 33 ms 35 ms 31.55.164.109
8 31 ms 31 ms 35 ms acc2-10GigE-0-3-0-3.bm.21cn-ipp.bt.net [109.159.
248.242]
9 41 ms 38 ms 38 ms core1-te0-13-0-17.ilford.ukcore.bt.net [109.159.
248.172]
10 42 ms 52 ms 36 ms peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2
54.120]
11 38 ms 39 ms 38 ms lndgw2.arcor-ip.net [195.66.224.124]
12 37 ms 41 ms 36 ms 85.205.0.86
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.
Please can you investigate this asap as I am reliant on the Sure Signal for phone service in a rural area
Thanks
Sally
05-11-2014 12:40 PM
Hi SallyWaltham,
Your Sure Signal is running an old firmware version which could be causing these issues.
I've had a new version sent to you today. Please don't unplug or reset your Sure Signal for at least 24 hours.
After this time, you'll need to reboot your phones by turning them off and back on.
Let me know if there is anything else I can help with.
Kay
05-11-2014 03:30 PM
Thanks Kay. will not be touching SS until Friday so fingers crossed!
Sally
10-11-2014 01:56 PM
Hi
SS still not working. Left untouched for over 24 hours as requested by Vodafone, then reset SS and rebooted phones. No difference - not working - please advise on next steps as soon as possible. Does firmware need resending?
Sally
10-11-2014 02:20 PM
I have had the same problem for the last 5 or so days. Sure signal not working light one is solid, light 2 goes solid for a while too, then light 2 flashes whilst 1 is solid. Then it goes solid light 1 and lights 2 and 4 flash. This just cycles. Tried a trace route to vodaphone sure signal and it also times out at 85.205.0.86. The same occurs at on a friends internet with a different internet service provider. So this appears to be a Vodafone error.
I have done a full reset as well and it has stayed with the same error.
This was a noted error on Vodafone's side at the beginning of October 2014 and it seems to be re-occurring.
Please confirm this error is Vodafone's and not mine.
12-11-2014 04:44 PM
Hi folks,
Sally - The firmware is showing as the old version still. I've spoken to a technician and they've resent it again. Please ensure your Sure Signal remains connected to your router and the power supply until at least 4:40pm tomorrow.
@AndroidFamily - 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
Ben
13-11-2014 05:42 PM