suresignal not working - lights 1, 2 and 4 on - no signal on any mobile device

[richnem]

Hi team, 

As suggested in title - lights 1, 2 and 4 on. No signal on devices. Not sure how long it's been like tis - can you advise please?

Many thanks

Richard. 

[richnem]

PS - just confirmed link to connect username to my account, thanks. Does this help?

[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

[richnem]

Hi, followed instructions (reset pretty much everything) again, but still no joy. 

Requested info as follows:

Speed test: ping 26ms, download 19.63 mbps, upload 1.11 mbps

Ping test: Line quality b*, Ping 34ms, Jitter 2ms

External IP address: 92.233.12.112

Sure signal serial: 21223128782

Traceroute: see below

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Home>tracert 212.183.133.177

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

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2     9 ms     7 ms     7 ms  10.117.248.1
  3     8 ms     7 ms     7 ms  pres-core-2b-ae6-706.network.virginmedia.net [82
.19.35.214]
  4    12 ms    10 ms    14 ms  manc-bb-1d-ae11-0.network.virginmedia.net [213.1
05.159.197]
  5    12 ms    11 ms    11 ms  brhm-bb-1c-ae9-0.network.virginmedia.net [62.253
.174.129]
  6    17 ms    17 ms    17 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  7    19 ms    18 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
  8    17 ms    17 ms    17 ms  85.205.116.2
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.

(and it kept repeating this)

Hope this helps?

Thanks

Richard. 

[richnem]

Hi Vodaphone - anything else you need from me?

Thanks

Richard. 

[Retired-Dave]

Hi richnem,

Apologies for the delay in getting back to you. We work posts in time order to be fair to everyone's questions.

Those details are all fine. I've resynched the Sure Signal for you, so give the box a reset for me:

For Sure Signal version 1 or 2:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• Locate the button on the base of the box 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 1 hour.

If that doesn't help, try changing the postcode it's registered to for me, waiting half an hour and then switching it back. There's been a location change at some point which may be getting in the way.

Dave

[richnem]

Hi Dave, 

Followed instructions - reset and the 3 lights came back on (1, 2 and 4 - no 3). Logged on to vodafone, changed password, waited until registered and then changed back. 3rd light still didn't come on so I reset box and again, only lights 1, 2 and 4 appearing.

The box has always been in the same spot so not sure how location has changed - ready to try whatever the next step is!

Thanks for ongoing support,

R. 

[Retired-Dave]

Hi richnem,

It may have been a "virtual location" change, such as an IP or something changed by your service provider (ISP).

The system shows more than a couple again the resync. I've resynched the box again, so please try another reset for me. This time, try removing the Ethernet cable before starting, and don't plug it in again until the box has restarted & settled down.

Check that you have the following ports open for forwarding on the router for me. 

• 8
• 50
• 53
• 67
• 68
• 123
• 500
• 1723
• 4500
• 33434 - 33445

Also, you need to make sure the following IP ranges are allowed on the router and firewall:

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Dave

[richnem]

Guys, I'm not that IT savvy and haven't got a clue how to do this. I've tries googleing how to do this and am getting nowhere. It's taken me over a week to get to this point - is there anyone I can talk to without having to wait for hours or anything? So frustrating...

[DaveCD]

Hi richnem

I understand this isn't something you would normally do, if you select your router make and model you'll find a step by step guide here.:smileyhappy:

Cheers 

DaveCD