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Solution

Sure Signal v3 not working at my address

sashapowell
2: Seeker
2: Seeker

I have used a Sure Signal v2 for a while with no problems, until I switched to BT Infinity. After the switch it continued to work for 2 weeks, and then stopped working.

 

I was sent a v3, but this does not work either. The power light flashes and the right hand two lights are solid orange.

 

I have asked a local IT expert who has come round and had a look but has so far been unable to get it working. He made the required port forwarding changes at my homehub 5 to no avail.

 

He then tried two different routers (one known to work with his v3 at his office) and while both work perfectly on the line, still no luck with the v3. He tried turning the router firewall off completely, and still nothing. He's also tried a different ethernet cable.

 

He took my v3 back to his office to confirm that it is not faulty, and it works flawlessly there. He has tried resetting it, and deregistering and re-registering. He also brought his known working v3 to my house and it showed the same non-working symptoms as mine.

 

I have been told by Vodafone that it's because the line is PPPoE, but this is not true as the PC guy's office line is also PPPoE, so is it true there must be something else different about my line? BT have tested the line and say it is working properly, I get reasonable speed and nothing out of the ordinary shows up on ping tests or tracert.

 

Can anyone help me get things working? Can Vodafone do anything from their end? Otherwise I am in a total black hole for Vodafone reception and will have to try another network.

17 REPLIES 17

Please could Vodafone give this option to my thread, also of yesterday, "Sure Signal Will Not Connect" so I can send the required information for assistance.

Sukhi
Moderator (Retired)
Moderator (Retired)

@vrmobile

 

Please follow the steps provided above and we'll take a closer look.

Still not working, but I've only just had a chance to run the tests and post the results. Please can you have a look at this and find out what's wrong with it.

 

Speedtest results - Download 21.98, Upload 4.17

Ping test results - Ping 39ms, Jitter 7ms, Line quality B*

IP Address 213.123.229.47

 

Sure signal serial 42144638279

 

Tracert times out after the first 11 hops...

 

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 5 ms 2 ms 1 ms BTBusinessHub.home [192.168.1.254]
2 12 ms 12 ms 14 ms host81-139-96-1.in-addr.btopenworld.com [81.139
96.1]
3 12 ms 12 ms 12 ms 213.120.182.141
4 40 ms 42 ms 38 ms 213.120.161.82
5 14 ms 12 ms 13 ms 31.55.164.51
6 15 ms 15 ms 14 ms 31.55.164.107
7 132 ms 117 ms 110 ms 109.159.248.91
8 171 ms 135 ms 179 ms core1-te0-15-0-16.ealing.ukcore.bt.net [109.159
248.44]
9 177 ms 165 ms 142 ms peer1-xe9-1-0.telehouse.ukcore.bt.net [109.159.
54.108]
10 181 ms 209 ms 174 ms lndgw2.arcor-ip.net [195.66.224.124]
11 185 ms 154 ms 168 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.

Jenny
Moderator (Retired)
Moderator (Retired)

@sashapowell – From looking at your traceroute, you’ve got some high results with one of over 200ms, which indicates an issue with latency.

 

Please try another traceroute – if there are more results around or above 200ms, you’ll need to contact your ISP to discuss this further.

I've done another tracert today and the timings are much lower. However the trace still starts to time out at the same step.

 

Tracing route to 212.183.133.177 over a maximum of 3

1 3 ms 2 ms 1 ms BTBusinessHub.home [
2 15 ms 15 ms 16 ms host81-148-128-1.in-
.128.1]
3 14 ms 13 ms 14 ms 213.120.182.141
4 14 ms 13 ms 16 ms 213.120.161.82
5 15 ms 16 ms 15 ms 31.55.164.51
6 14 ms 14 ms 15 ms 31.55.164.107
7 48 ms 24 ms 74 ms 109.159.248.91
8 21 ms 19 ms 20 ms 109.159.248.178
9 80 ms 19 ms 18 ms 109.159.255.101
10 22 ms 19 ms 23 ms lndgw2.arcor-ip.net
11 31 ms 19 ms 19 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.

...

Gemma
Community Manager
Community Manager

@sashapowell – With your Sure Signal working ok using a different internet connection, this confirms it isn’t faulty.

 

In your router settings, VPN traffic needs to be accepted, so the router will allow private networks.

 

Please speak with your ISP, for help on how to do this.

Gemma, that's no help at all.  VPN traffic is accepted on my router, i've been through all this already.

 

I am aware that the sure signal isn't faulty.I'm also aware I paid good money for it and it isn't fit for purpose as it does nothing to allow me to use my vodafone mobile at home. This, combined with your inability to provide mobile coverage at my home in mid-Surrey, means that my contract is virtually useless to me.

 

Can nothing else be done to make it work?

@sashapowell - We’ll need to investigate this further and take some more details from you.

 

I've sent you a private message with details on how to get in touch with us so we can help further.