Sure Signal

[mike893]

Hi,

Hope you're all well, 

I am having issues with my Vodafone sure signal, it had been working fine, no problems then all of a sudden stopped working, nothing has changed to the setup no new modem or anything, It was intermittent at first sometimes it would give me full signal and other times nothing, I have had an array of flashing lights all in different combinations. 

Things I have tried: Going through all the connections to make sure they are fitting properly, changing the port that the Sure Signal is connected to and re registering my address, resetting the Sure Signal and my WiFi modem, calling it naughty names and wagging my fist at it, telling my wife it was her fault as it was working fine when I left for the pub, all to no avail.

The set up is: Internet is coming in via Virgin media tivo box, the sure signal is then plugged into the back of the tivo, it is then in the corner of the room on a TV cabinet I am not to keen on, I want to buy a new TV cabinet but my wife has told me I am not aloud as there is a recession on and we need to save our money for the zombie apocalypse.

The issue: Constant power light, and nothing else. Plus a nagging wife that wont let me spend my hard earned money on exciting stuff like night vision goggles, walkie talkies, and cap guns, instead we have to by food and pay our bills,,,,MEH

Sure Signal 2: Model 9361 Home Cell V2-V, Part No 3JR09110ABBA, Serial No 40113858753 MAC 5067F07670AE

Any ideas, its not that old, and I really really need a phone signal so I can get all my wife's nagging messages about, hoovering the house, put a wash on, feed our 2 year old daughter.

All the best

Mike

I would leave my phone number but I am having signal issues at the moment. 

[Retired-Kay]

Hi mike893,

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

Kay

[Retired-James]

Hi Mike,

Thanks for your post.

I must admit it did have me giggling to myself a bit.

I’ve checked the registration and it is showing as active but its not connected to the server since November.

I know that Virgin have been doing a few updates recently which may have stopped it working.

Can you log onto your router admin panel, look for a setting called IPsec Passthrough and make sure that it is active?

If this doesn’t work, please let me know the information in Kay’s post.

James

[mike893]

Hi Kay

Yes I have tried all the stuff on the troubleshooting page for a steady power light and all to no avail.

My speed test results were: Download 23.55mbps Upload 1.87Mbps

Ping Results: Grade B* (My first ever B star) Ping 44ms Jitter 21ms

External IP address: 82.11.97.79

Traceroute: 212.183.133.177

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

1 8 ms 7 ms 7 ms 10.122.136.1
2 7 ms 8 ms 8 ms sotn-core-2b-ae9-3558.network.virginmedia.net [8
0.5.169.89]
3 13 ms 13 ms 13 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
3.175.34]
4 16 ms 17 ms 14 ms brhm-bb-1c-ae7-0.network.virginmedia.net [62.253
.174.102]
5 * 20 ms 18 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
6 33 ms 35 ms 35 ms ldngw1.arcor-ip.net [195.66.224.209]
7 31 ms 63 ms 33 ms 85.205.116.6
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.

Sure Signal Serial Number: 40113858753

James,

I have tried what you said, I found an Ipsec Passthrough an it was ticked, so im guessing that means it is active, however that said I am not a computer whiz and would have more chance finding a flux capacitor in my car (its not a DeLorean)

Thank you both for your time and help

Mike

[Gemma]

Hi mike893,

Well done on your first B*.

The tests you’ve done are all ok, but the Sure Signal still hasn’t updated on the server.

Please can you confirm the exact light sequence you’re now seeing?

Thanks for your patience with this.

Gemma

[mike893]

Hi Gemma,

Hope you're well, feel like I am getting to meet the whole team :smileyhappy:

The light sequence I am getting at the moment is a constant power light, my SS was always working and nothing has changed my end so not sure why it just decide to pack up? 

Mike

[Retired-Dave]

Hi mike893,

My turn now!

It may be that an update from Virgin has changed something. You'd have done nothing, but there could be a clash with our set-up or something that's not updated correctly..

I've given the box a resync for you, so follow these steps to reset it:

• Unplug the ethernet cable from the Sure Signal
• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[mike893]

Hi Dave,

Thanks for the reply, who's next?

Ok tried the reset still nothing, contacted Virgin was put on hold for around 12 mins always a joy, although their hold music is not to shabby, asked them about the problem, explained it was working fine before and have they changed anything, they told me nope and to try you guys (as if I hadn't already)

So what's next, maybe a sunshine dance whilst parading around in some face paint.

All the best

Mike

[Retired-Dave]

Hi mike983,

Are you able to try the Sure Signal on a different internet connection, for example a friend's or relative's?

This will help to show if it's a fault with the box itself.

Dave

[mike893]

Hi Dave,

Will give that a go and report back.

Best Regards 

Mike