Sure Signal v1 Not Working

[jyeatesx2]

Please can you try resetting my Sure signal

21222423002

Post code 

CA5 7DL

It has not been working for approx 1 week now.  I have try troubleshooting it myself and completed all resets at this end.

Please advise

Regards

J Yeates

[Gemma]

Hi @jyeatesx2

So we can help further with this, please let us know 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.

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'll help us get the quickest possible resolution for you.

Thanks,

Gemma

[Eat101]

Hi,

I have a Sure Signal v1 that I have connected to my new BT Home Hub 3 / BT Infinity. I have forwarded the necessary ports to the Sure Signal and have anabled Clamping but I cannot achieve a connection. 

I also note that when the Sure Signal is plugged into the Home Hub that the Upload and Download speed of the internet conncetin drops from to 18.96mbps to just 2mbpsmbps.

Sure Signal Serial Number is:- 21196853960

I have done the tests suggested to another user here:-

Download Speed:- 18.96 Mbps

Upload Speed:- 5.57Mbps

Ping Test:-  B* Line Quality, Ping 39 ms, Jitter 1ms

IP Address:-  81.137.240.174

Traceroute:-

Microsoft Windows [Version 6.1.7601]

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

C:\Users\EW>tracert 212.183.133.177

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

over a maximum of 30 hops:

  1   164 ms     2 ms     4 ms  BTBusinessHub.home [192.168.1.254]

  2   393 ms   337 ms   185 ms  host81-134-160-1.in-addr.btopenworld.com [81.134

.160.1]

  3   193 ms    37 ms    38 ms  213.120.178.141

  4   178 ms   449 ms   498 ms  213.120.177.98

  5   211 ms   177 ms    44 ms  217.41.168.53

  6   561 ms   554 ms   945 ms  217.41.168.107

  7   373 ms   620 ms   429 ms  acc1-10GigE-0-2-0-7.l-far.21cn-ipp.bt.net [109.1

59.249.103]

  8   561 ms   862 ms   269 ms  core4-te0-19-0-26.faraday.ukcore.bt.net [109.159

.255.199]

  9   364 ms   522 ms   633 ms  host213-121-193-137.ukcore.bt.net [213.121.193.1

37]

 10   291 ms   490 ms   414 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11   385 ms   394 ms   415 ms  85.205.0.93

 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 help?

[Retired-Ian_]

Hi @Eat101 

The IP address is fine, but it's odd that the speeds drop when it's plugged in.

The Sure Signal hasn't contacted us since 2 July.

Please make sure that it's plugged directly into your router and also change the Ethernet cable.

Hi @jyeatesx2 

Your IP address and download speeds are fine and the Sure Signal contacted us this morning.

A reset should have cleared this.

Please try another Ethernet cable and ensure the ports are open:

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

Thanks,

Ian

[Eat101]

Hi Ian,

I have changed the LAN cable for one that definitley works (the one previously installed was brand new so should have had no problem). 

The Sure Signal still wont connect and as I said before when connected it appears to disrupt the normal internet connection through BT Home Hub 3 and Infinity.

I have left the Sure Signal conected for extended periods (over night etc) but it juts wont connect and synchronise.

EAT101

[Retired-Laura]

Hi guys,

@jyeatesx2 – Please can you try the Vodafone Sure Signal in another location.

As well the port forwarding, please ensure that the IPSEC setting has been selected on the router.

If these steps aren’t helping, we can take a look at the Vodafone Sure Signal if still in the warranty period (12 months), see here for the process.

@Eat101 – Please can you make sure that the IPSEC setting has been selected on the router, if you’re unsure on how to do this, please contact your internet service provider.

If this still isn’t connecting, please let us know the exact light sequence you can see.

Cheers,

Laura

[AndroidFamily]

This worked for me:

Thanks for the reply. Rather than spend £100 for the latest Sure Signal, I purchased a new power adapter from eBay:

(Removed according to House Rules)

(you need to decide if you want to try this, do not blame me if this solution does not work for you)

The Sure Signal sprung back to life almost instantly with solid 1,2 & 4 lights and all mobiles in the house connected.

The power adapter seems to be the problem, as seen in numerous posts.

The 4G phones would not connect on Network Mode setting of GSM/WCDMA/LTE auto so I changed it to GSM/WCDMA auto and they connected like a treat. As far as I understand all the Sure Signals do not work with 4G. So you will need to do this swap at home and when you leave home.

Strangely enough the trace route still does not connect, see below:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jason>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    16 ms    17 ms    15 ms  0278095a.bb.sky.com [2.120.9.90]
  4    20 ms    19 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    20 ms    17 ms    16 ms  85.205.0.86
  6     *        *        *     Request timed out.
  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.

[AndroidFamily]

Thanks for the reply. Rather than spend £100 for the latest Sure Signal, I purchased a new power adapter from eBay:

(Removed according to House Rules)

(you need to decide if you want to try this, do not blame me if this solution does not work for you)

The Sure Signal sprung back to life almost instantly with solid 1,2 & 4 lights and all mobiles in the house connected.

The power adapter seems to be the problem, as seen in numerous posts.

The 4G phones would not connect on Network Mode setting of GSM/WCDMA/LTE auto so I changed it to GSM/WCDMA auto and they connected like a treat. As far as I understand all the Sure Signals do not work with 4G. So you will need to do this swap at home and when you leave home.

Strangely enough the trace route still does not connect, see below:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jason>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    16 ms    17 ms    15 ms  0278095a.bb.sky.com [2.120.9.90]
  4    20 ms    19 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    20 ms    17 ms    16 ms  85.205.0.86
  6     *        *        *     Request timed out.
  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.

[AndroidFamily]

Thanks for the reply. Rather than spend £100 for the latest Sure Signal, I purchased a new power adapter from eBay:

(Removed according to House Rules)

(you need to decide if you want to try this, do not blame me if this solution does not work for you)

The Sure Signal sprung back to life almost instantly with solid 1,2 & 4 lights and all mobiles in the house connected.

The power adapter seems to be the problem, as seen in numerous posts.

The 4G phones would not connect on Network Mode setting of GSM/WCDMA/LTE auto so I changed it to GSM/WCDMA auto and they connected like a treat. As far as I understand all the Sure Signals do not work with 4G. So you will need to do this swap at home and when you leave home.

Strangely enough the trace route still does not connect, see below:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jason>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2     *        *        *     Request timed out.
  3    16 ms    17 ms    15 ms  0278095a.bb.sky.com [2.120.9.90]
  4    20 ms    19 ms    18 ms  lndgw2.arcor-ip.net [195.66.224.124]
  5    20 ms    17 ms    16 ms  85.205.0.86
  6     *        *        *     Request timed out.
  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.

[Eat101]

Hi,

I have just plugged my Sure Signal at another location with normal broadband and a netgear router and it now has three lights.

I obviously have a problem with it connecting through a BT Home Hub 3 and Superfast Broadband even though i belive i opened all the necessary ports etc. Whilst it is plugged in and connected at the other location would it be possible to update the firmware etc and give me some idea as to what i maybe doing wrong.

Thank you.

EAT101

[Retired-Rodney]

Hi @Eat101 

We're aware of the current issues with BT Home Hub 3.

Doing a firmware update won't make a difference as it's working with an alternative connection. 

A different router would likely resolve the issue.

Thanks,

Rodney

[jyeatesx2]

http://www.speedtest.net/my-result/3965333834

Download 6.99 Mbps

upload 0.28 Mps

Ping 26 Ms

external IP address:  86.142.101.82

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\J Yeates>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     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    14 ms    12 ms    12 ms  213.1.177.122
  3    12 ms    12 ms    12 ms  213.1.177.161
  4    13 ms    14 ms    14 ms  213.1.69.98
  5    13 ms    13 ms    12 ms  31.55.165.103
  6    15 ms    14 ms    13 ms  213.120.162.71
  7    15 ms    14 ms    13 ms  31.55.165.109
  8    29 ms    13 ms    12 ms  109.159.250.190
  9    24 ms    23 ms    23 ms  core2-te0-12-0-4.ealing.ukcore.bt.net [109.159.2
50.135]
 10    21 ms    20 ms    21 ms  core1-pos9-2.bletchley.ukcore.bt.net [194.72.31.
153]
 11    23 ms    23 ms    23 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    23 ms    23 ms    22 ms  85.205.0.93
 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.

C:\Users\J Yeates>