New Sure Signal not working correctly.

[Reverend2008]

I had a Sure Signal v3 that worked perfectly well for a couple of years before it completely died.  I recently bought a new one, and it's totally unreliable.  Some days it works, and then randomly it'll stop.  I'll unplug it, plug it back in and most of the time it'll come back up.

However, sometimes this doesn't happen and today is one of those days. It just sits there with light #1, the red one, solid. Light #2, slowly flashing.

I've spoken to VF three times previously about this now, and keep being told the SS is fine, that there's no issue with the Sure Signal and that it's my router / ISP / network. But let's be honest - that's obviously c**p. The last SS never had an issue until it died.

I believe the SS has been remotely reset by VF twice now but I have no way to confirm this.  The SS clearly doesn't work, but VF are being totally belligerent about it and won't replace it.

Can someone here help?

[BandOfBrothers]

Hello. 



Please take a look through these Sure Signal Trouble Shooting threads :


https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...

as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

One link is called 'Issue not Listed' where you can run a traceroute and post the results back here for the Tech Team to look at. 

The Sure Signal comes with a 24 month warranty. 

[Reverend2008]

Hi Lee, thanks.  Here's the deets:

The issue you’re experiencing:
Regular loss of connection.

What light sequence you're seeing:
#1, solid on.
#2, slow flashing.

Your speed test results:
16.8mbps

Your external IP address:
5.81.229.229

Your Sure Signal serial number:
42151680826

The results of a traceroute:
Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms     <1 ms     <1 ms 192.168.1.1
  2     *        *        *     Request timed out.
  3     7 ms     7 ms     7 ms  31.55.187.181
  4     7 ms     7 ms     7 ms  31.55.187.180
  5     7 ms     7 ms     7 ms  195.99.127.28
  6     7 ms     7 ms     8 ms  host213-121-193-203.ukcore.bt.net [213.121.193.203]
  7     7 ms     7 ms     7 ms  166-49-211-230.eu.bt.net [166.49.211.230]
  8     8 ms     7 ms     7 ms  166-49-211-254.eu.bt.net [166.49.211.254]
  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.
 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.

Cheers

[BandOfBrothers]

You're welcome.

Hang in there.

[Reverend2008]

Presumably I'm waiting on a VF techie to look at this issue?

[Rahim]

@Reverend2008 Please can you confirm your upload and download speeds from your ISP (internet service provider)?

The issue you've mentioned usually means that your Vodafone Sure Signal is failing to obtain a reliable connection, therefore causing your device to have a knock on effect in terms of intermittency. 

[Reverend2008]

Download is around 17mb and upload is 2mb. As I said in my original post, the previous SS worked fine for months on the same line without ever dropping out.

[DaveCD]

@Reverend2008,

Apologies, but it looks like this may be an issue with the signal reaching our servers.

Please ensure the following ports are open on your router;

• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

[Reverend2008]

Hi Dave

Okay, I did everything you said, yesterday, and the Sure Signal appeared to be working fine by last night, but then today the SS has disconnected from the network again.

It's faulty, dammit.

[DaveCD]

@Reverend2008,

It sounds as though the ports were the issue and I'm disappointed to see it was only working for short period.

So we can rule out a fault with the SureSignal, please test this at another location such as a friend or family members (preferably with a different ISP).