SureSignal not working

[suilven99]

Hi, just got a new LG G2 phone, already have a suresignal V1 because we only have 2G signal, and not much of that, here.Previously Suresignal worked fine with my old Nokia. Tech have told me the suresignal is fine (has lights 1,2 and 4) but the phone 'has not been set for 3G', so I need to take it back to Inverness (80 miles each way!) so it can be set to work on 3G. 

I am not sure I believe this.....

but anyway, my old phone worked most of the time even with the suresignal off, and the new one works for 25% of the time only;  the  rest its emergency calls only.

I have been struggling with the very unhelpful menus on the website for three days now-can anyone tell me what I can do to get the phone working. PLEASE.

Obviously if not vodafone just lost me to O2, because a phone that doesnt make calls is really not much use.

Thanks, dave

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[suilven99]

OK Matt speed is 5.65 MB down; 400 Kb upload

ping 56 and jitter (?) 5ms

ext IP 82.69.112.73

I attach a jpg of the trace result- essentially the request timed out . AHA!

During this time the lights on suresignal are 1.2 and 4. The phone number is registered etc according to the vodafone website.

[Retired-Ian_]

Hi suilven99,

Please can you let us have your Sure Signal serial number so we can check what's happening?

Thanks,

Ian

[suilven99]

its a bsr femto vodafone uk model; 

s/n21225083779

At least the new mobile is now getting the existing vodafone signal in a normal (for my address ) fashion ie a couple of bars of 2G most of the time. Pity the phone as supplied from the shop was not set correctly..........

cheers, Dave

[Jenny]

Hi starling24,

You can check your phone’s settings to make sure 3G is turned on.

Your Sure Signal looks fine however the traceroute did time out.

Please try the following:

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

We recommend rebooting the router to see if this then allows you to connect to the internet.

Reboot your router/modem.

1.      Turn off your router or modem at the wall for 10 seconds and then turn it back on
2.      Wait for the lights on your modem/router to indicate that an internet connection has been established
3.      Press the reset button on the Sure Signal

Check that your Sure Signal has been assigned an internal IP address by your router.

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.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer 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:

•          8 – TCP/UDP                 (All routers)
•          50 – TCP/UDP               (All routers)
•          53 – TCP/UDP               (Virgin Super Hubs)
•          67 – UDP                      (Virgin Super Hubs)                                                    
•          68 – UDP                      (Virgin Super Hubs)                                        
•          123 – UDP                    (All routers)     
•          500 – UDP                    (All routers)     
•          1723 – TCP/UDP           (BT Home Hubs)          
•          4500 – UDP                   (All routers)     
•          33434 – 33445 – UDP    (Virgin Super Hubs)

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 also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

BT Infinity Customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Thanks,

Jenny

[suilven99]

Thanks Matt, and I will try that, but I think the Suresignal Tech tried all that -it has all the correct lights nice and steady, loses them if I switch off the router, and starts off fine when it and/or the router are switched on again.

On the other hand despite at least pretending to 'check the internet' (his words) he may just have gone by the lights being correct. The phone is away in Inverness with my wife at present so it might come back logging on to 3G perfectly......