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Solution

Vodafone Sure Signal Version 3 not connecting

prk112233
4: Newbie

I have had a vodafone sure signal box for some time and when it works it works well. However when the box is disconnected due to power or broadband interuptions it is a pain to reconnect. The power went of about 2 weeks ago and since then the box will not reconnect. The internet light flashes constantly, and the power light is solid. Both the green and yellow lights on the bottom of the unit are on. Any ideas?

17 REPLIES 17

Retired-Matt_Vo
Moderator (Retired)
Moderator (Retired)

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

Troubleshooting threiad was no use. The information you requested is as follows

 

Speed test

Download 7.47 upload 8.85

 

Ping test

Ping 62 Jitter 8

 

IP address

37.72.116.226

 

Sure signal serial number

40130431196

 

Traceroute

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

1 4 ms 1 ms 1 ms 192.168.0.1
2 2 ms 1 ms 1 ms 192.168.9.1
3 57 ms 15 ms 36 ms 37.72.116.1
4 19 ms 21 ms 21 ms 31.25.1.73
5 20 ms 20 ms 17 ms 31.25.1.145
6 43 ms 24 ms 25 ms 172.106.158.162
7 23 ms 28 ms 32 ms 172.106.158.166
8 70 ms 32 ms 27 ms 172.106.158.170
9 22 ms 28 ms 48 ms 31.25.0.29
10 28 ms 32 ms 25 ms G0-0-0.nynt-h-SERVO-DC-01.nynet.co.uk [31.25.0.30]
11 27 ms 28 ms 24 ms G0-0-0.NYNT-H-SERVO-DC04.nynet.co.uk [31.25.0.124]
12 29 ms 24 ms 41 ms nodns.phoenix.co.uk [195.200.132.189]
13 23 ms 25 ms 19 ms v862.wf-ih-cs-01.phoenix.co.uk [212.102.206.45]

14 58 ms 43 ms 30 ms ge00.wf-sd-tr-01.phoenix.co.uk [195.200.158.222]

15 29 ms 29 ms 27 ms manc-lam-4-tenge23-1615.network.virginmedia.net[62.252.216.110]
16 37 ms 36 ms 23 ms manc-core-2a-xe-111-0.network.virginmedia.net [213.104.242.25]
17 27 ms 28 ms 28 ms manc-bb-1d-ae14-0.network.virginmedia.net [82.15.206.245]
18 31 ms 33 ms 34 ms brhm-bb-1c-ae9-0.network.virginmedia.net [62.253.174.129]
19 * 38 ms 33 ms tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]
20 70 ms 53 ms 71 ms ldngw1.arcor-ip.net [195.66.224.209]
21 56 ms 53 ms 65 ms 85.205.116.2
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.

 

Hope this helps because the box is still not working and its getting very annoying now not being able to use my phone, especially considering how much sure signal costs.

Hi prk112233,

 

Thanks for the information, your traceroute, speed test and ping test are all fine. Also, your IP address is on our whitelist, so no problems there.

 

The light sequence that you were seeing show that the Sure Signal is being configured which can take up to 6 hours to complete. If the configuration is interrupted by a reset then it’ll start again from scratch.

 

I’ve checked your serial number and can see that your Sure Signal connected to our servers at 17:49 yesterday, are you still seeing the same lights?

 

To make certain your Sure Signal is as up to date as possible, I’ve just resynced it for you.

 

To make sure it completes, can you do a factory reset for me:-

 

  • Find the button on the base of the unit next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • The Sure Signal will come online in around one hour

 

Let me know how you go on.

 

Thanks,

 

Andrew

Have reset the box as instructed but now have a different light sequence. After a few seconds of the internet light flashing the third and fourth light go solid orange and the power light flashes. The same thing happens if I reset it again.

Reset the box again last night about 8, and are back to the original problem. Will leave it on and see what happens. dont hold out much hope though, starting to think it must be ironic that its called sure signal.

Hi prk112233,

 

This is the setup procedure.

 

Since this started again have you left it switched on and connected for 24 hours?

 

Once you’ve done this please let us know how you are getting on.

 

If it stays like this for more than 24 hours, would you be able to test it on a different connection to see if it's a faulty box?

 

James

Have left the box for more than 24 hours and it just does the same, the internet light flashes and it doesn't connect. have tried it at a different location and there is no difference.

Hi prk112233,

 

Can you try a few other things for me just to rule out some other possible causes?

 

 - Check the router's MTU (Maximum Transmission Unit) is set to 1500. If it won't go that high, set it to the maximum available.

 

 - Check the following ports are open for forwarding on the router: 8, 50, 123, 500, 1723, 4500.

 

 - Are the lights on the Sure Signal's Ethernet ports? These should be lit or flashing.

 

 - Try the Ethernet cable in a different port on the router.

 

 - Try a different Ethernet cable to see if this helps.

 

Let us know if any of these checks help.

 

Dave

Have checked all the things you suggest with no luck, still the same as before. Surely this only leaves a faulty box?