Sure signal has stopped working

[Johanes]

Hi guys,

I had a working vodafone sure signal for some time until recently - no idea why it has stopped working.  ISP is virgin meda.

Now the power light turns on, but the other lights flash.

On the back looking at the lights on the router/modem port, I have a constant orange light on the left, and a green light on the right (the green light is constant, but blinks occasionally, I guess this is the activity light)

Serial of unit = 40110530595

I have tried troubleshooting as follows.

- I have reset the device as per the instructions in the forum (no change)

- I have setup port forwarding as per the following page as recommended in the forum

http://portforward.com/english/routers/port_forwarding/Netgear/VMDG480/Vodafone_Sure_Signal.htm

note - not sure why this is needed as the virgin router has been at factory settings previoiusly and worked fine.  Also phoned virgin and they said they do not block any ports?

- have run traceroute and speedtest, speedtest result attached, traceroute below.  The traceroute looks a problem as I don't think I am even getting out to the vodafone servers (this result shows 212.183.133.177, same problem for 212.183.133.178 and 212.183.133.179)

$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 cpc12-stav15-2-0-gw.aztw.cable.virginmedia.com (82.45.3.1) 45.352 ms 14.022 ms 11.725 ms
2 stav-geam-1a-ge240.network.virginmedia.net (80.1.243.125) 28.470 ms 16.875 ms 15.466 ms
3 aztw-geam-1a-pc113.network.virginmedia.net (80.1.241.17) 15.988 ms 13.523 ms 16.459 ms
4 aztw-core-2a-ae2-0.network.virginmedia.net (80.1.241.9) 10.226 ms 16.318 ms 27.978 ms
5 glfd-bb-1a-ae5-0.network.virginmedia.net (80.1.240.173) 15.716 ms 18.895 ms 15.465 ms
6 glfd-bb-1b-ae0-0.network.virginmedia.net (213.105.172.6) 21.967 ms 19.335 ms 20.227 ms
7 glfd-tmr-1-ae5-0.network.virginmedia.net (213.105.159.46) 17.984 ms 16.362 ms 20.768 ms
8 tcl5-ic-1-as0-0.network.virginmedia.net (62.253.185.78) 23.195 ms 17.830 ms 27.981 ms
9 lndgw2.arcor-ip.net (195.66.224.124) 21.218 ms 35.833 ms 18.987 ms
10 85.205.116.2 (85.205.116.2) 19.745 ms 21.545 ms 21.992 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *

Any advice greatly received.

[Johanes]

Hi Guys,

Any ideas on what I can try to resolve this please?

my external IP address is 82.45.3.133

I can see from other posts that some people needed a re-sync to enable, can you try that please?

Also could you check that my device hasn't been deactivated - it says registered on my vodafone account page, but it hasn't been working for a while now.

thanks

[Retired-Wayne]

Hi Johanes and welcome to the eForum

The Sure Signal is showing as registered and the traceroute confirms that the Sure Signal is hitting the Vodafone servers so there isn’t any problem there.

I have just re-synced the device for you so could you reset it and tell me how you get on?

Thanks

Wayne

[Johanes]

Hi Wayne,

I've done the reset (hold reset button for approx 30 secs until lights flash, remove power, re-attach power, wait until lights flash again then stop pressing reset)

I've waited 24 hours, but it hasn't fixed it.  I still get steady power light and the other two lights flashing.

Any other ideas please?

many thanks

[Retired-James]

Hi Guys,

Many thanks for your post here, I will answer everyone in turn.

@ chalkee,  I can see that a connection was last made on the 29^th after the Sure Signal was deregistered and re-registered.

I have also re-synced your device for you today; please can you perform a reset and let me know how you get on.

@ mogue81, firstly can you confirm that you have port 1723 open as well as those in the troubleshooting guides as it can sometimes cause issues with BT customers.

I can see that a connection has been made this morning however, can you let me know if you are still having any issues.

@ dsamuel1974, this will normally indicate an update is being applied to the Sure Signal.

Can you confirm if this is still happening?

If it has gone back to normal and you are still not getting any signal please perform a reset on your Sure Signal and let me know how you get on.

@ Dibsey, I’m glad to see that your issue has now been resolved.

@ johanes, Many thanks for getting back to us.

I have taken another look at this for you today and can see that you are registered, your IP address is on the Whitelist and the trace route shows as the signal is hitting our servers.

However, I have taken a look at your registration and can see that the Sure Signal has not connected to our server since October 2011.

This would normally suggest that the signal is either being blocked by the ports or a latency issue on the line.

So that we can check this please can you do a pingtest, allowing this to finish to display any packet loss along the connection.

James

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[Johanes]

Hi James,

The pingtest returns the following:

ping 37ms, jitter 10ms, packet loss 0%, overall line quality B

many thanks

[Retired-James]

Hi Johanes,

Before we look at the possibility of a faulty Sure signal please can you deregister your Sure Signal, leave this for 24 hours and then register it again and leave for another 24 hours to setup.

Please let me know how you get on with this and I will be able to move forward for you.

James

[Johanes]

Hi James,

No joy I'm afraid - I've unregistered, left for 24 hrs, re-registered, then left for another 24 hrs.

Was still showing the same problem so tried another reset and waited another 24 hrs, but still not working.  Still shows constant power light, but other lights flashing.

[mogue81]

James that port is open but still no joy I was live chat to customer service and thay have resyniced the box but would the box be knackered cause its a version1 box which Ive had since sure signal was released?

[mogue81]

he said it should be working again in an hour r so so will let you know