No phone signal. Lights 1,2 & 4 all on and steady.

[Dibsey]

I seem to have the same problem as others here. My S/S was turned off for a few hours and now neither of the two registered phones have any signal.

The S/S had been working just fine for several months but now although lights 1+2 & 4 are lit and steady, we have no signal at all. 

I have tried the reset procedure a couple of times but still no joy.

Help please! We are very dependant on our phones and without S/S we get no signal and can't use our phones. 

[Dibsey]

Having read other posts I'll add the information that seems to be de rigueur in these matters

Sure Signal : Serial 21196917666

IP : 78.143.214.216

Packet Loss Test : 0% 

Ping : 41ms 

Jitter : 1ms

Overall Result & Grade : 'A' 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     2 ms     1 ms    <1 ms  home [192.168.1.254]

  2     2 ms    44 ms    39 ms  213.130.147.49

  3    43 ms    41 ms    39 ms  bdr5.lon-th1.as8401.net [195.82.97.237]

  4    44 ms    43 ms    41 ms  gi8-27.mag02.lon01.atlas.cogentco.com [149.6.3.5]

  5    43 ms    43 ms    43 ms  te0-7-0-5.ccr21.lon01.atlas.cogentco.com [154.54.74.109]

  6    44 ms    45 ms    43 ms  4.68.70.73

  7    43 ms    43 ms    49 ms  vl-3602-ve-226.csw2.London1.Level3.net [4.69.166.149]

  8    44 ms    43 ms    41 ms  ae-231-3607.edge4.London1.Level3.net [4.69.166.25]

  9    66 ms    67 ms    66 ms  195.50.122.66

 10    65 ms    64 ms    63 ms  85.205.116.10

 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.

[Michael J Edwards]

I have the same problem with our Sure Signal model One that has worked for the last three years. It seemed to have stopped working when the Vodafone shop changed the sim card in my phone (same number same monthly plan).  I have done all the suggested trouble shooting and spoken to first and second level support on four occasions, was finally told I needed to send it back for replacement to a sure signal model 2 and I would get an envelope (nothing has arrived over the last 7 days and its becoming more a serious problem with the level of missed calls as time goes on. Please could someone expedite?  

Today I have changed the owner as recommend in one of the forum posts but nothing has been resolved.

I would be grateful if someone could have a look at the attached pathping it shows no loss but unlike other users who end up at VODAFONE 10GIG etc. mine seems to stop before it reaches the Vodafone front end  could this be the problem?

Other Information normally requested below:

Serial Number: 21196759167

Lights 1,2 and 4 solid

Network speed: 79.00 down 16.9 up, grade A+

Has been working fine on infinity for 6 months

We have re sync half a dozen times and re started router and modem

No other changes to network at this end

All phone are not connecting with sure signal

All phone set to 3G

This is the pathping and tracecert reports

Microsoft Windows [Version]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\pathping 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

gateway.2wire.net [XXX.XXX.X.XX]

  1  XXX.XXX.X.XXX

  2  XXX.XXX.X.XXX

  3  217.32.147.174

  4  212.140.206.98

  5  217.41.169.95

  6  217.41.169.109

  7  acc2-xe-4-3-0.sf.21cn-ipp.bt.net [109.159.251.231]

  8  core1-te0-0-0-6.ilford.ukcore.bt.net [109.159.251.157]

  9  peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.254.120]

 10  lndgw2.arcor-ip.net [195.66.224.124]

 11  85.205.116.2

 12     *        *        *

Computing statistics for 275 seconds...

            Source to Here   This Node/Link

Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address

  0                                          .gateway.2wire

92.168.1.64]

                                0/ 100 =  0%   |

  1    1ms     0/ 100 =  0%     0/ 100 =  0%  XXX.XXX.X.XX

                                0/ 100 =  0%   |

  2    1ms     0/ 100 =  0%     0/ 100 =  0%  XXX.XXX.X.XX

                                0/ 100 =  0%   |

  3   11ms     0/ 100 =  0%     0/ 100 =  0%  217.32.147.174

                                0/ 100 =  0%   |

  4   10ms     0/ 100 =  0%     0/ 100 =  0%  212.140.206.98

                                0/ 100 =  0%   |

  5   10ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.95

                                0/ 100 =  0%   |

  6    9ms     0/ 100 =  0%     0/ 100 =  0%  217.41.169.109

                                0/ 100 =  0%   |

  7   14ms     0/ 100 =  0%     0/ 100 =  0%  acc2-xe-4-3-0.sf.21cn-ipp.b

109.159.251.231]

                                0/ 100 =  0%   |

  8   20ms     0/ 100 =  0%     0/ 100 =  0%  core1-te0-0-0-6.ilford.ukco

et [109.159.251.157]

                                0/ 100 =  0%   |

  9   21ms     0/ 100 =  0%     0/ 100 =  0%  peer1-xe9-0-0.telehouse.ukc

net [109.159.254.120]

                                0/ 100 =  0%   |

 10   22ms     0/ 100 =  0%     0/ 100 =  0%  lndgw2.arcor-ip.net [195.66

4]

                              100/ 100 =100%   |

 11  ---     100/ 100 =100%     0/ 100 =  0%  85.205.116.2

Trace complete.

C:\tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1   148 ms     1 ms     1 ms  XXX.XXX.X.XX

  2     2 ms     6 ms     5 ms  217.32.147.109

  3     6 ms     5 ms     6 ms  217.32.147.174

  4    10 ms     9 ms     9 ms  212.140.206.90

  5     9 ms     9 ms     9 ms  217.41.169.95

  6     9 ms    12 ms     9 ms  217.41.169.109

  7    10 ms     9 ms    10 ms  acc2-xe-0-2-1.sf.21cn-ipp.bt.net [109.1593]

  8    15 ms    17 ms    26 ms  core2-te-0-4-0-17.ealing.ukcore.bt.net [1251.61]

  9    18 ms    17 ms    18 ms  peer1-xe3-2-1.telehouse.ukcore.bt.net [1054.209]

 10    21 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    17 ms    16 ms    18 ms  85.205.116.10

 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.

[Dibsey]

Is anyone out there? I can't use my phone and I'm losing sales! 

[Jenny]

Hi Dibsey,

Your Sure Signal looks fine from what I can see and it last connected this morning at 00.33.

I’ve resynced this for you so please complete this process y performing a factory reset as follows:

-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 be back online in around 1 hour.

Michael J Edwards, please check the following:

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:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-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.

Let us know how you get on.

Thanks,

Jenny

[Dibsey]

My SureSignal is back online but I still have no signal with either phone! I have done the factory reset of the SureSignal as instructed and onve again I have lights 1,2 & 4 but still nothing. 

What next? I am cut off with no signal and this is causing me major issues!  

[Dibsey · Accepted solution]

Seems I am back and working! Both phones ok. 

For the record I did the reset but left the ethernet cable lot for the extra suggested 20 minutes. Maybe that helped? 

Over & Out