Not getting 3G signal with Sure Signal

[vardhanr]

I have 2 suresignal boxes – one at home and one at work.  I get occasional problems with both, but over the last 2 weeks the one at work has been particularly bad.  I am unable to make or receive phonecalls.

Bit of background:

Both boxes are the old sure signal – standalone box with 4 lights

The home box is connected directly to a Sky broadband modem (unlimited plan)

The office box is connected to a LAN with ample bandwidth.

I have done a master reset (turning power off whilst holding the reset button, turning power back on after 15 secs and then releasing reset button after the lights flash in sequence).  This was done again 2 days ago.

I get very few bars on my handset (blackberry 9780) and it varies between 3G, EDGE and GPRS.  

When using my phone, the 3rd light does not come on when at the office.  (at home the 3rd light does come on.

Please could you assist?

thanks

Vardhan

[Retired-Lee]

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

LeeH

[vardhanr]

Speedtest: http://www.speedtest.net/my-result/2995060480
Pingtest: http://www.pingtest.net/result/87006640.png
External IP: 94.185.249.194

Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\giorgio>tracert 212.183.133.177

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

1 8 ms <1 ms <1 ms 192.168.0.235
2 1 ms <1 ms <1 ms 94.185.249.193
3 7 ms 7 ms 7 ms 5.83.101.133
4 8 ms 7 ms 7 ms xe-0-2-0.jar-004.thn.uk.mdnx.net [135.196.65.27]

5 7 ms 7 ms 6 ms xe-0-1-0.jprg-01.thn.uk.mdnx.net [135.196.65.115
]
6 118 ms 118 ms 117 ms lndgw2.arcor-ip.net [195.66.224.124]
7 130 ms 118 ms 113 ms 85.205.116.2
8 * * * Request timed out.
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.

C:\Users\giorgio>

[vardhanr]

sorry serial number is 21224053187

[Retired-Lee]

Hi there vardhanr,

Thanks for posting.

How is the VSS today? I can see it connected with our servers this morning, just after midnight.

Cheers,

LeeH

[vardhanr]

Hi,

I came in this morning (monday 30th) and there is only one light on (power light).

I have cycled the power and no impact.

Coverage on my phone is poor as a result.

regards

Vardhan

[vardhanr]

Hi,

it appears that there was an issue with the LAN at work which has now been resolved.

All lights on, but no 3rd light when trying to make a call and poor 3G signal on the handset.

Can you check whether the VSS is logged onto your network please.

thanks

Vardhan

[Sukhi]

Hi vardhanr

I can see it connected to our servers last night at 23:18. Is everything running ok now?

Thanks

Sukhi

[vardhanr]

No, light 3 still not coming on.

[Retired-Dave]

Hi vardhanr,

I can see that the Sure Signal has connected again yesterday afternoon, but as that doesn't seem to be indicating you can connect, I've given it another resync.

Can you try resetting it again, but taking out the Ethernet cable before you start and leaving it out until the lights settle once the reset is finished?

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