Sure signal problem

[Rbwindover]

Hi, my sure signal has been working fine and the last few days it is not picking up my phone, when I used to make a call the phone light on the box lit up and now it doesn't, I have tried a reset, the serial number of the box is 40120953456 please help

[LC2014]

My Vodafone sure signal is not working with a Dlink DSL 3680 router. Followed advice on previous eforums including opening ports but still can't get it to work. Just spent 30 mins on hold to Vodafone technical support. Can anyone help- I'm close to the end of my tether with Vodafone

[Retired-Simon]

Hi @LC2014 

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,

Simon

[LC2014]

Hi Simon

I'm using my iPad so not sure what the instructions should be to carry out a Ping and a trace route.

I followed the instructions from the thread below to the letter but unsure how to do the last bit (allow IP addresses on the Firewall and Router) so I put the router in the 'DMZ' instead. Still not working.

Cheers

Lee

‎04-02-2014 03:05 PM
Re: Sure Signal not working on Talk Talk
Options
Hi john64

Thank you for your posts and information.

Can you let us know what the serial number for the device is?

There has been some fantastic support from grolschuk (I can confirm he is not a Vodafone employee), please can you ensure the following ports are open:

Ports to be opened for forwarding
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)

IP addresses to be allowed on the router & firewall
212.183.133.177-179
212.183.133.181-182
212.183.131.128-191

[LC2014]

IP is 2.100.186.251


PING 192.168.1.10 (192.168.1.10)
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
Request timeout for icmp_seq 9
Request timeout for icmp_seq 10
Request timeout for icmp_seq 11
Request timeout for icmp_seq 12
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
--- 192.168.1.10 ping statistics ---
19 packets transmitted, 0 packets received, lost 100.0 %

Speed Test Download 5.36 Mb upload 0.43 Mb

Tracert Traceroute to 212.183.133.177 (212.183.133.177), 64 hops max.
1 192.168.1.1 (192.168.1.1) time=29 ms
2 host-2-100-176-1.as13285.net (2.100.176.1) time=394 ms
3 host-78-151-228-36.as13285.net (78.151.228.36) time=40 ms
4 host-78-151-228-37.as13285.net (78.151.228.37) time=44 ms
5 host-78-144-11-95.as13285.net (78.144.11.95) time=39 ms
6 host-78-144-10-52.as13285.net (78.144.10.52) time=34 ms
7 lndgw2.arcor-ip.net (195.66.224.124) time=35 ms
8 85.205.0.93 (85.205.0.93) time=39 ms

Serial Number is 42143532176

[Retired-Laura]

Hi @LC2014

Checking this, it appears that the Vodafone Sure Signal is not registered.

Please register the Vodafone Sure Signal here and let us know if this is still causing issues.

If it is, please can you let us know the light sequence you can see and which router you’re using.

Cheers,

Laura

[LC2014]

Hi Laura

My Vodafone Sure Signal was registered but, having just logged on to my account it appears to have been unregistered.  I didn't do this so, I can only surmise that you guys did- Thanks. 

I'm kind of busy right now so it will take a few days until I have the time and inclination to indulge you by re-registering it.

The router is a D-Link one - model number is as above.

Lee

[LC2014]

Hi Laura

I have re-registered my Sure signal (although I didn't de-register it to start with). Now plugged everything back in again. Red power light is flashing and yellow light (far right) is solid. Router is a DLink 3680 everything else is as per I have described above.

Currently don't have a good feeling that you are going to be able to help me.

Lee

[Jenny]

Hi @LC2014

The light sequence you’re seeing, usually means there’s a connection problems between the Sure Signal and the router.

Please check the physical connection and then check that your Sure Signal has been assigned an internal IP address by your router as follows:

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Thanks,

Jenny

[LC2014]

Hi Jenny

You have the honour of being the fourth person from Vodafone who has responded to me now. I'm just about to take the Sure Signal back to the shop.

As I mentioned in my earlier posts, I have carried out all the physical checks, reset the router, ensured that it has a static IP (102.168.1.10), forwarded all of the ports on my router as per earlier posts and placed the Sure Signal in the DMZ outside the firewall. Then I ran all of the tests that your colleague asked me to last ween and sent you the results. at some point during this you guys decided to de-register my Sure Signal so setting me back to Step 1.

So- is this something you can help with or not. If not, I return the Sure Signal to the shop, get a refund and change network. Otherwise, we are both wasting our time.

Lee

[Retired-Simon]

Hi @LC2014

We’re unable to de register your Sure Signal without fully accessing your Vodafone account first so it’s not something we did here on the eForum.

The light sequence you’re seeing shows that there are issues with the Sure Signal connecting to the router as Jenny suggests.

If the instructions Jenny provided don’t fix the issue, there’s nothing further we can do here as we don’t provide router support.

Thanks,

Simon