No lights on my sure signal V3 box, not even a power light

[390farmerjohn]

Hello

i have a Vodafone sure signal box which I've had a for a couple years now, over that time it's worked absolutely fine.

however today I've noticed I have no phone signal, so I checked my sure signal box. There is no power light, or flashing lights underneath, I've tried in a different power socket, the power socket in the sure signal works so power is coming through the device.

im at a bit of a loss now, I've had the device not work before, but it's always had lights flashing, especially the power light.

im assuming the device is broken, unless anyone else can Put some light on the situation?

[Anclajo]

Contacted Vodafone customer care (ha) yesterday online and on the phone and went through all the usual, change cable, open ports etc. no change VSS still not working.  The person I was talking said an engineer would telephone me in 1 to 2 hours, did the phone ring NO.

Thinking of changing to EE as my contract is up in week or so. 

[Lorien]

Hi,

I have Suresignal 2 which does not connect Only the power light is illuminated. I have thad this device for some time and it has never connected and Vodafone support has been little help. The device is registered with Vodafone and shows up in MyVodafone.

The device is up on the inernal network, it has a statically assigned IP tied to it's MAC address. I can ping it from other stations on the netowrk and I get a response.

I have opened the various ports I have seen suggested in the numerous Suresignal threads.

I have set the firewall to Log all packets going in/out of the Suresignal and all packets which are dropped by the firewall.

Speedtest.net results:

Ping                25ms

Download     2.91mbps

Upload         0.41mpgs

Pingtest.net:

Packet Loss    0%

Ping               24ms

Jitter               2ms

Grade             A

External IP:

81.168.57.169

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
 1  ################################  0.364 ms  0.438 ms  0.548 ms
 2  lo0_ecldsl-bba7.th.eclipse.net.uk (82.153.1.69)  22.374 ms  24.236 ms  26.176 ms
 3  91.85.10.97 (91.85.10.97)  29.107 ms  30.834 ms  32.487 ms
 4  86.54.135.173 (86.54.135.173)  34.454 ms  36.137 ms  38.066 ms
 5  vl20-te4-2-core4.th.eclipse.net.uk (81.5.191.2)  40.012 ms  42.179 ms  43.909 ms
 6  vl-38.lon-th1cr.spn.kcom.com (86.54.183.249)  45.824 ms  46.697 ms  48.259 ms
 7  lndgw2.arcor-ip.net (195.66.224.124)  52.631 ms  21.083 ms  24.886 ms
 8  85.205.0.93 (85.205.0.93)  25.570 ms  26.711 ms  29.370 ms
 9  * * *
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Mys ISP is Eclipse(KCOM) so it looks like it clears their network Ok.

The only thing Vodafone suggest is trying it on another internet connection which is not a helpfull solution. I know the box is sending receiving packts (it responds to pings). I see traffic leaving the firewall. I have run a sniffer in the firewall and see outgoing packets (it's trying to open a VPN tunnel on UDP 4500) but no responses from the Vodafone servers.

Any assistance gratefully received.

[mdhaynes]

I have the identical problem and have turned router and suresignal off as suggested for 20 min and still same problem.

Before it is suggested i do not have another house in a different area where i can take my suresignal to plug into internet at different location.

All port forwarding is set as per advice.

Any additional suggestions?

Mark

[jimmystratos]

Same problem now occurred for me. recently upgraded to Windows 10 if that's relevant.

ping 36
Download 43.48
Upload 13.26

IP 86.134.153.146

Serial no. 42141200990

Trace result attached as jpg - cant copy and paste from my command prompt.

[sixspeed]

Same here. Bought a SureSignal only on Thursday. Got it up and running absolutely fine by that afternoon, and it was ok for Friday, and Saturday.

Came down this morning and had no signal on my mobile phone, and noticed the 2nd and 3rd lights were amber (not white as they had been). Tried resetting, and also power cycling a few times. Then unplugged it for most of the day, and tried again this evening and no improvement. I also noticed when I tried to log into MyVodafone to try re-registering the Suresignal that MyVodafone appeared to be offline (shows maintenance page). Related?

One very odd effect of this is that it knocked out my internet! I thought it was Wifi interference, but I could connect over Wifi fine to other devices on my LAN. But I lost all ability to communicate with the outside world whilst the Suresignal was connected to my router. Obviously this wasn't an issue the last two days whilst all was fine. 

Just for completeness, here are my test results:

External IP: 88.97.102.223

speedtest.net Down: 57.88Mbps

speedtest.net Up: 17.37Mbps

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

1  192.168.0.1 (192.168.0.1)  1.760 ms  1.586 ms  1.454 ms

2  losubs.subs.dsl5.th-lon.zen.net.uk (62.3.84.23)  17.152 ms  19.168 ms  9.034 ms

3  ae1-123.cr2.th-lon.zen.net.uk (62.3.84.225)  10.765 ms  10.566 ms  11.587 ms

4  lndgw2.arcor-ip.net (195.66.224.124)  15.336 ms  20.301 ms  12.004 ms

5  85.205.0.86 (85.205.0.86)  12.958 ms  14.114 ms  11.534 ms

6  * * *

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10  * * *

[Mickymoo]

We had a power cut on Friday for a couple of minutes then the VSS 3 restarted but since then have had the red power light flashing and the middle and right lights on constant orange.

It has been working fine with the BT hub 5 since the power cut.  I have been in contact with BT who have added the port forwarding codes in (even though vodafone says it is not really necessary).  They werent there before and it has worked perfectly well.

I have checked the VSS 3 on another hub at work and it works and also I have another VSS 2 box which I have also tried at home and that is also not connecting.

I have done all the necessary restarts from the hub and the VSS.

I am now at a loss as BT won't do anything more and vodafone says it must be something from the router blocking the signal.

I have my router hub manager up on screen if anyone can double check with me that I have all the right codes etc.

I know it is something simple as both VSS works on another router, it has got to be a setting preventing it to communicate with the VSS.

Any help would be gratefully appreciated as I work from home and need a phone signal.

Thanks

[Mickymoo]

It is frustrating, all weekend I have been trying to sort it.

I need to check on the router whether the MTU is 1500 but can't seem to find out where it is.  BT won't help either.

Where are you upto with it now?

[NickS-001]

Really hoping either the tech team or anyone who reads this can help.

Our VSS 3 was working fine until a power cut on Friday morning. Without it we have no reception at all at home. 

we have a flashing red light, no internet light and solid amber lights 3 and 4.

Have tried resetting and made sure port forwarding details are correct. Registered post code is correct. Wasted hours yesterday with online chat and waiting for call backs that didn't happen.

finally spoke to someone this morning who just advised to check all the router details and requirements are correct (speed etc) As far as I can tell everything is fine. They assured me once this was correct it would be working again. But still no joy.

Data is below.

Any advice appreciated as to what to try next.

Thanks,

Nick.

Speed test 31.18Mbps

upload 7.64Mbps

ping 20ms

external IP address 86.136.197.157

VSS serial no 42150248252

tracerouter info: (could only add as photo apologies)

[NickS-001]

Just checked it again and we have no lights at all now.

does that mean it's resetting itself or completely broken?

we only bought this to replace our old vss1 in March so not impressed that the sure signal team seem unable to help.

is it likely to just spring back to life?

Any advice welcome.

Thanks.

Nick.

[BandOfBrothers]

Hello.

It seems a few people recently have been experiencing issues with their SS and Bt Hime Hubs.

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...

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/...

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.

It may also be worth trying a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. They are available on eBay for around £10.

FAQs : https://support.vodafone.co.uk/Network-and-coverage/Sure-Signal/

To note the Sure Signal Device comes with a 24 month warranty.