Phone won't connect to sure signal

[peter_333]

Hi Tech Team,

I'm having continued problems with my Sure Signal (version 3 I think - the one that hangs off the wall socket).

I had it unplugged while I was away on a work trip for 8 days, and couldn't get it to work when I got back last Wednesday (a variety of issues in the end, it seems).  After a number of days calling 191 for support it was up and running again, but only for about 24 hours.  I noticed this morning that my phone has lousy signal (1-bar on an iPhone 4), and it hasn't got better during the day.  Current situation is:

- Solid red power light

- Solid white Internet and Service lights

- No activity on the "In Use" light

- Dashboard says the sure signal is active

Serial number is 40132326915.

I've tried powering my phone off and on again, and also tried to manually force it to search for a network connection (changing the carrier to another provider in the iPhone settings, then back to Auto), but it still has really bad signal, so I guess the phone isn't connecting to the Sure Signal at all.

What should I try here?

I'm loathe to keep trying hard resets of the Sure Signal as I've spent the last four or five days doing this, and hate that I have to wait 24 hours to see whether or not it worked.

Cheers,

Peter

[Jenny]

@SteveHindle – Everything you’ve posted looks fine and your Sure Signal’s connected to our servers this week.

If your phone has 4G switched on, please turn this off – you may need to restart your phone afterwards so the Sure Signal picks it up

@joshua-gigg – Please also try turning off 4G as above and restart your phones.

If you’re still unable to connect, let us know who your ISP is.

[joshua-gigg]

The iPhone 5 I'm trying on is configured to only use 3G. There's another Android device that is having a similar issue, and it's set to Auto.

We are the ISP, and we can't see anything indicating that it's being blocked (it worked for the first day, but not since). Also, the status lights on the device don't indicate any problems.

[Gemma]

@joshua-gigg

Please check your ports are opened as follows:

• 8 (TCP & UDP)
• 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

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

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

• Unplug the Ethernet cable from the Sure Signal
• 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
• Plug the cable back in

Allow around one hour for the Sure Signal to come back online.

[joshua-gigg]

Thanks @gemma.

We tried that, and it seemed to start working again after a few hours.

However, in the 11 days since, it's stopped working another 2 times (most recently this morning). It seems the only way to fix it again is to hard-reset it.

There are no outbound ports blocked on the firewall, and we can route to your IP ranges fine (no abnormal routes/packet loss).

FYI, the IP ranges you gave in your post are missing an octet.

Any ideas?

[cineriv]

---

@joshua-gigg wrote:

FYI, the IP ranges you gave in your post are missing an octet.

---

Hi joshua-gigg

The missing octet is 212 at the front of each address ....

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Regards,

Mike.

[joshua-gigg]

We're now having to hard reset the Sure Signal device at least twice a week, and even then, the phones only stay connected to it for up to a day.

Any ideas?

[ChazzD]

@joshua-gigg

Please try connecting your Sure Signal in another location, such as a friend or family member's house. You’ll need to leave it connected for at least 24 hours.

We'll then be able to determine if the problems are specific to your location and router or with the Sure Signal itself.