Sure Signal v3 - solid red light and nothing else, factory reset doesn't work

[judeth]

When I first plugged it in a couple of days ago, I got a solid red light and a slowly flashing white internet light but it didn't progress from this after several hours (e.g. over night). At some point even the flashing internet light went out. Now all I get is the solid red light whatever I try - even if I unplug it and plug it back in and try reconnecting it to the modem router (Sky Hub). I have tried following instructions to factory reset it to no avail. Instructions generally begin with holding the reset button until all the lights flash and then removing the power lead. The v3 doesn't have a power lead as the device plugs directly into the mains, but I did find one post saying to just unplug the device at this step, with all other steps being the same. The problem is that none of the lights flash however long I hold the reset button (e.g. over a minute!). I've tried following the instructions right to the end pretending the lights had flashed- either that just doesn't work or it did perform a factory reset but it hasn't fixed the problem.

So... Any advice? Seems to me the unit is a dud...

[Retired-Andy]

Hi Judeth,

I’ve just checked our systems and your Sure Signal still hasn’t connected to our servers.

In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Thanks

Andrew

[judeth]

My Sky Hub has UPnP. I can't do port forwarding to a device that fails to get an IP address from my router. I stated it was unable to do this in post 7. Other wired devices work.

Thanks for your time Lee, Jenny, Ben_H, James and Andrew, but I'm starting to get a little frustrated to say the least. I only agreed to sign a new contract with Vodafone in January because I was promised a free Sure Signal. Then it took over 2 months to get one. Now it doesn't work.

[Jenny]

Hi judeth,

The router needs to assign the Sure Signal an IP address in order for it to work

As this is router related you’ll need to speak with your Internet Service Provider as they can advise how to do this manually.

Thanks,

Jenny 

[judeth]

Why assume there is a fault with the router when I can connect other devices to it with success yet I've never seen the Sure Signal work? Hmm. I will try a factory reset of my router. I may try another router too, if that doesn't work. Otherwise I'll take the Sure Signal to a store for an exchange. Admitting it might just be broken is just not in your scripts is it... :smileyhappy:

[judeth]

Actually, thinking about this again just makes me angry.

Remember: factory reset doesn't work.

Can anyone confirm whether this is in line the the theory that my router is the problem? Or is it actually further evidence that the Sure Signal is broken?

[judeth]

http://www.notsosuresignal.com/sure-signal/diagnostics/sure-signal-steady-or-flashing-power-light/

[Retired-James]

Hi judeth,

Basically when you connect any equipment to your router it will assign it an IP address.

If you router is setup to only allocate a certain number of IP address and they have already been allocated then it won’t connect.

Although the issue could be with the Sure Signal there is also a chance that the problem is with the router not assigning the IP address.

The best way to test this would be to connect the Sure Signal to a different router (Possibly a neighbours or family member’s internet connection)

James

[dpfj]

Judeth,

If its any consolation Vodafone sent me a duff VSS box. It's a week turn around for a new box to turn up.

Usual order is we as a customer complain, envelope and box for a phone turns up, we post it shoved into small box. Txt arrives saying box received, following day they say box was unable to be repaired new one on way. Week later you still can't connect to vodafone servers. Lol.

Not a solution to your problem just know I sympathise having gone through the same as you.

I think we should all start posting our serial numbers to see if there just passing us known broken ones to keep us happy.