Vodafone Sure Signal

[c5non]

Hi,

Having tried to trawl through the mass of info on this forum I still can't get my sure signal to work.

I've had a suresignal for over a year with no major issues on Virgin 10Mb broadband using a netgear wireless router. Just upgraded to VM 30Mb broadband and they sent me a new modem - superhub. Managed to get everything running apart from the sure signal.

I just get the constant power light. Ethernet cable is green and orange flashes  - tried swapping leads. Tried resetting suresignal (hard reset) - left for 24 hours nothing. Tried changing the MTU rate to 1500, left for 24 hours - nothing. Tried (what I think is) port forwarding by adding the custom rule 500 4500 to my ip address, left 24 hours - nothing.

The modem model is VMDG480

The Suresignal serial number is 21223141884

Traceroute test results

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\johnca>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    15 ms    19 ms     8 ms  10.69.240.1
  2    36 ms    23 ms   105 ms  smal-geam-1b-ge124.network.virginmedia.net [80.1
.68.249]
  3    10 ms     9 ms    26 ms  perr-geam-1b-pc111.network.virginmedia.net [62.3
0.247.77]
  4    25 ms     9 ms    10 ms  perr-core-2b-ae2-0.network.virginmedia.net [62.2
55.149.197]
  5     8 ms    18 ms     9 ms  brhm-bb-1b-ae5-0.network.virginmedia.net [62.255
.149.69]
  6    22 ms    13 ms    13 ms  nrth-bb-1a-as4-0.network.virginmedia.net [62.253
.185.105]
  7    12 ms    34 ms    24 ms  nrth-tmr-1-ae1-0.network.virginmedia.net [213.10
5.159.30]
  8    39 ms    27 ms    49 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253.
185.81]
  9    51 ms    34 ms    35 ms  FFMGW4.arcor-ip.net [80.81.193.117]
 10    66 ms    61 ms    47 ms  92.79.213.125
 11    46 ms    42 ms    48 ms  92.79.213.158
 12    50 ms    44 ms    55 ms  85.205.116.10
 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.

Speedtest.net

Download speed 5.8Mb (this can vary and seems to be fluctuating between slow and about 18Mb - have contacted VM about this seperately)

Upload speed 1.96Mb

Ping test - quality A, 29ms, Jitter 13ms, packet loss 0%

external IP 94.173.99.176

Can you advise where I go next?

Thanks

[chrise]

Are you still using the netgear router ?

What mode is the superhub running in ?  Router mode (the default) ? or Bridge mode ?

For now, I would suggest using the netgear router as before, and configuring the superhub in bridge mode.  That should be effectively equivalent to your old setup of cablemodem + netgear router.  

Also, I suggest deleting any "port forwarding" rules, as 99% of users don't need them, and they just serve to confuse things.

Let us know how it goes - for better or for worse, I'll no doubt end up being moved to a "super"  hub before too long

[AllAboard]

The Super Hub is the worst device created in the history of mankind. There are torture devices with much more positivity than that abomination of a router.

You should also go through to the advanced menu and untick every single box on the services page in the top section. There will be about 8 boxes in a top section and another 8 in the bottom section. The ones you're looking for have words like "enable firewall" and "enable protection". VM actually tell you to do this is your internet is being awkward, which across three properties with superhubs I can tell you now, nobody is safe from.

Google it. There are entire postcodes where the internet just doesn't work when you go above 10MB with a Superhub.

[tonytango]

i have been using the vm super hub for the last 8 months without any problems all i done was plugged the network cable into both the super hub and the sure signal box there was nothing to set up

[c5non]

Thanks for the responses so far.

I've subsequently found that plugging a wired connection to my pc gives me 25Mb - 30Mb broadband speeds so looks like an issue with the wireless capability of the superhub.........I may give the suggestion of plugging the netgear back in a go when I get home :-(

[tonytango]

wired connection will always be quicker than wireless.this is my speed wireed
http://www.speedtest.net/result/1963811923.png

[James]

Hi c5non,

Thanks for your post here.

I can see that our users have given some great advice here however we have seen a number of users connecting the Sure Signal to the super hub with no issues.

As all of the tests that you have given us are showing as perfect conditions for the Sure Signal, you shouldn’t have any issues.

However, looking at the serial number I can see that it has not connected to the server since 15/11/2011 and as such would cause a problem.

To resolve this I would recommend deregistering the Sure Signal and then registering it again.

Once done, please give this 24 hours and let us know how you get on, however the advice regarding firewalls is also very useful.

James

[tonytango]

have fun trying to de registering your sure signal i tried yesterday but i cannot get to that stage.

[chrise]

---

c5non wrote:

I may give the suggestion of plugging the netgear back in a go when I get home :-(

---

If trying that, it should be with the Shub in "bridge mode", which should make it transparent, in the way your old cablemodem was.

[c5non]

After weeks of trying to sort this out, I'm sorry to report I still have no working sure signal. Had a number of calls to the suresignal technical team who have tried resynchronising - nothing, deregistered and left for 24 hours - nothing.....the latest call today I was told that unfortunately there was nothing that could be done as suresignal isn't compatible with virgin media superhub!?

Can someone from the technical team get back to be asap and let me know what is going on?

Totally frustrated

[Simon]

Hi c5non

Thanks for your reply. Having checked the serial number for your Sure Signal unit I can still see the registration date is in May 2010 with the last connection in November 2011. There are no details in the usage history suggesting that the Sure Signal has been de-registered. Various resyncs have been performed which have obviously not been able to resolve the connection issue. We're not aware of any compatibility issues with the router although I am seeking clarification on this for you.

As James has suggested in his earlier post I would recommend completely de-registering your device via the Sure Signal dashboard on My Account. Once it is de-registered please leave this for 24 hours and re-register the device and mobile numbers in question. If you have more than one number on the account I would suggest registering the unit under a different number as the owner.

If you're still experiencing difficulties after re-registering the unit then please let us know.  

Thanks

Simon

[c5non]

But that's what I've already tried......

tried to log in on-line but can't remember my user name or password so use the option to have a reset link sent to my email. Perform the reset and get a holding note saying you can't access your account until customer services contact you.......I contact customer services and they say that as I'm a corporate account spending hundreds of thousands they'll deregister both numbers on my suresignal and re-register for me to save me the trouble....which they say they've done.

So another week passes and now you ask me to try deregistering on-line again, except I can't remember what I changed my password to because I didn't need to use it as your technical contact was going to do it for me, so have just tried to access again and had to reset password....but can't access account until customer services contact me........and on and on and on

[Phil]

hi c5non,

Thanks for coming back to us.  I think it's best if we take a look into this from our end for you.  I'm going to send you a quick PM.  Please follow the instructions you'll find in the PM and we'll be in touch with you to discuss it further. 

Many thanks,

Phil

[c5non]

So after following the instructions which was to email VSS and then get a call back from technical team and then provide them with some info (same as what has been provided before), I've not since heard anything and stil can't get any signal at home.......

Surely now is the time to admit these boxes are not fit for purpose and invest the money putting a few more masts up in Solihull?

Completely given up

[DaveCD]

Hi c5non

Thank you for your post.

I have checked and been unable to find an email from the email address you registered with on here into the business.

So we can take a look at it from this end please can you follow the Private Message I have sent to you and either myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[DaveCD]

Hi everyone.

Thank you for your patience.

Please can you let me know which hub you are using and the software version of this, this information has been requested by the investigating team.

Many Thanks

DaveCD

eForum Team