Flashing/steady power light, no other lights lit

[Retired-George]

We’ve created this thread to help with an issue that some people find during setup.

This issue has the following symptoms:

• The power light either constantly flashes or remains steady
• No other lights flash or light up

Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.

The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.

Troubleshooting steps:

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.

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.

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of the Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

Post your router/ISP details and Sure Signal serial number.

If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.

We find that other users of the same router will usually be able to share tips with you, to get things working.

We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.

Thanks,

Jenny

[timhammond15]

Hi,

Any news on the BT issue, as my sure signal is still not working?

[ajrwood]

Still waiting for a response to my post on 11 October.  

[Jenny]

Hi ajrwood,

I can see that Andrew replied to your post above on 13/10/13 here.

Thanks,

Jenny 

[ajrwood]

Jenny,

I follow your link but do not find a reply to my post there.

I have been notified several times of apparent replies to my posts but don't find any.

All I want is for someone to help sort out my Sure Signal.  

[ajrwood]

Perhaps you need my serial number?  It is apparently registered.

Serial number 40114297845

Registered on 08/10/2013

Is that any help?  Please respond.

[ajrwood]

Can someone please just sort this out for me?  Last try before leaving Vodafone.  I seem to get nowhere at all in my requests for help.  As far as I can see Vodafone you have disconnected from your end, the troubleshooter has been run through here and I have replaced everything including the Sure Signal (v2) itself.  I have been asked to supply details but have never received any actual help at all.  

Frankly Vodafone your customer service is the worst I have ever experienced.  It is impossible to contact you for help and posting on the forum seems to be a complete waste of time.

Please look at the posts I have made, and then either switch my Sure Signal back on at your end or provide me with a solution I can apply, or give me my money back on this useless product.

[Retired-Matt_Vo]

Hi ajrwood

Just to let you know I have merged your post into this thread, please can you refrain from posting multiple times on various threads as this may be classed as spam and this is against our eForum house rules.

I can see that Kay has just responded to you in this thread. To let you know we currently work on a first come first served basis and normally take around 24 hours from the time you post to respond, at the moment this is slightly longer as we are a very popular.

If this is an urgent matter I would recommend you contact customer services by calling 191 or using our live chat feature.

Thanks

Matt

Moderator

[ajrwood]

Thank you for your message.  

I have de-registered the Sure SIgnal and am currently waiting 24 hours before attempting to re-register it.

I have become very confused with the forum and the different threads.  I am not sure where I should be posting, I am directed to supposed replies that don't seem to exist, and frankly no-one seems very bothered about the fact that I have a brand-new replacement Sure Signal that does not work.  However the problem has been that I have been trying to get some help on this forum since 9th October and it is now 21st.  That is hardly 24 hours, and all that seems to have happened is I have been elevated to a 'regular user'  in my attempts to get some help, so if this is not an urgent matter to you by now I don't know what is!   In any case, it is no help at all to be advised to contact you either using 191 or the chat feature.    This simply shows you haven't even read my posts taken any record of my problem.  All I seem to get most of the time is standard stock rersponses that send me back to the beginning.  It would be nice if someone actually took my problem seriously and dealt with it instead of endlessly putting me off.  AsI have said several times, if 191 was going to work I wouldn't need a Sure Signal in the first place, and I cannot get through using any other number eg from my landline either.  And I thought Vodafone was a phone company!!

The hours spent using the chat system have been totally frustrating - twice, after over half an hour waiting to connect to the chat and time spent on that Voidafone have rung me and then left me hanging on for another half hour while I get transferred from one department to another only to be eventually told that the relevant people are not currently contactable.  I have simply wasted huge amounts of my time to no effect.  So I am tired of being sent round in circles.  

Anyway if re-registration tomorrow evening fails to solve the problem I will be returning the SureSignal to Vodafone for a full refund and finding myself another network supplier.   This whole experience has been an absolute nightmare.

[ajrwood]

Well, I have followed your advice, de-registered, waited 24 hours and re-registered my Sure Signal.  I have received a text to my phone to say "Your Vodafone Sure Signal is ready to use"...

Except that it isn't.  Nothing has changed.  It still just has the pwer light on and nothing else, and I still get no signal in my house.

What do you suggest?  

I had a Sure Signal and it worked for almost exactly a year.  Then it went off.  I have replaced all the cables, the Sure Signal itself, and the router, and I have tested and re-tested my connections which are all working.  I have been in contact with my broadband supplier and they can see no reason why the Sure Signal doesn't work.  I have been unable to ring you because none of the numbers provided actually connect me to anyone who can help.  I either get number unobtainable, no service, or I am connected on a premium rate line, then after a frustrating and expensive listed to a lot of irrelevant recorded messages I am cut off.  I have spent hours trying to contact you by online chat which have also been unsuccessful.  And this forum has not produced any result for me either.  I have been posting on this Forum since 9 October when I installed the replacement Sure Signal but was unable to get it to work, simply trying to get some help.  I have submitted information as requested, I have followed the troubleshooting steps, I have been patient when I found myself sent round in circles and advised to ring you on 191 when obviously I can't get a signal without my Sure Signal.  

So what next?   Can't you understand that this is simply unacceptable?  It is no service at all.

[Retired-Dave]

Hi ajrwood,

Did you try Andy's suggestions here? He replied to you as "James" rather than "ajrwood" as that's how you'd signed off your post.

The most important wouuld be trying on a different connection. The fact it worked before and now two boxes have had issues suggests that something about the connection was changed by the provider, even if it was a minor adjustment. It's the only bit of the equation you haven't swapped and if it works elsewhere thenn we know that's where the issue lies.

Just in case, I'd also suggest a slightly amended reset to see if this helps - it's been seen to clear a few persistent issues:

• Pull out the Ethernet cable from the Sure Signal
• 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.
• Replace the Ethernet cable.
• The Sure Signal will come online in around 1 hour.

If that doesn't help, can you check that you have the following ports open for forwarding on the router for me?

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

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

88.82.13.177-179

88.82.13.169-171

88.82.13.183

These should be picked up automatically, but it's best to check.

Dave