SS v2 No phone signal

[Wattoh]

I have used my SS with my HTC Sensation XE for months with no problems, but today, I have been unable to get a phone signal.   The Power and System lights on the SS are constantly alight, as normal.  I have tried re-setting the modem serving the house and removing the battery and SIM in the phone (about 8 hours ago) - to no avail.  I have NOT had a recent new SIM.  I do not have another Vodafone phone to test and I have no mobile reception at home, at all.  When I went out earlier, the phone worked normally and connected to the network.   I did press the Reset button on the reverse of the SS, to no avail.

Please help.  SS S/n: 40113827584

Thanks

[Retired-Matt_Vo]

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

Matt
Moderator

[Wattoh]

Thanks I will try that when I get home and report back.

Chris

[Ben_H]

Hi Chris,

As soon as you've provided the details we'll be happy to troubleshoot this for you. If it's since rectified itself let me know!

Cheers, Ben

[Wattoh · Accepted solution]

Thanks.  It hasn't started working by itself, but the SS is now working.  I first tried a major re-set - press re-set button, keep it pressed, remove power cable, insert power cable and release re-set button when lights flashed.  The System light flashed for an hour or so (meaning that the SS was configuring, I believe), and since then all has been fine (touch wood).

But why all of a sudden, when nothing had changed, did the SS simply stop working in the first place?

All sorted now, thanks.

[Ben_H]

Hi Wattoh,

It may be that the last software update didn't download or execute fully. Your performing what's known as a 'hard reset' lets the device attempt again from fresh. It sorts out most hiccups with the Sure Signal. I'm glad to see it's all up and running now though. you know where to find us if you need any help in future too.

Cheers, Ben

[dgriffiths1303]

Hi.  I have just received our Sure Signal booster today and tried to set up without luck, now looking on this forum it does seem like many people are having problems with the Sure Signal boosters.  All the troubleshooting seems to talk about is if your phone hasnt used 3G before to connect it or see if its possible to connect to 3G.  Well in our house we have 1 x iPhone 5, 2 x iPhone 4's and 1 x iPhone 3.  All 3G compatible and all connected to 3G when were are not using WIFI, so what do we do now.  All phone numbers are active on the MyVodafone account but non of the phones seem to be connecting to the booster.  Non of the signals are any better and non have 3G showing either.  I have done the tests mentioned above and provide the details below and would be grateful if you could look into what is cause this problem for me.

IP Address 2.121.95.16

Ping

PING 2.121.95.16 (2.121.95.16): 56 data bytes

64 bytes from 2.121.95.16: icmp_seq=0 ttl=64 time=0.710 ms

64 bytes from 2.121.95.16: icmp_seq=1 ttl=64 time=0.680 ms

64 bytes from 2.121.95.16: icmp_seq=2 ttl=64 time=0.704 ms

64 bytes from 2.121.95.16: icmp_seq=3 ttl=64 time=0.671 ms

64 bytes from 2.121.95.16: icmp_seq=4 ttl=64 time=0.639 ms

--- 2.121.95.16 ping statistics ---

5 packets transmitted, 5 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 0.639/0.681/0.710/0.025 ms

Traceroute

traceroute to 2.121.95.16 (2.121.95.16), 64 hops max, 72 byte packets

 1  02795f10.bb.sky.com (2.121.95.16)  0.682 ms  0.575 ms  0.354 ms

Sure Signal Serial No 40122413251

Speed Test

Download : 16mb

Upload 0.9mb

We have pretty good broadband speed most of the time.  

I would mention it is a V2 Sure Signal, the red light is on and also the light next to it but after the authorising with the broadband I have not see the phone light light up at all and I've had two of the phones within 2 feet of it the whole time.

Help anyone please ???

[Retired-Kay]

Hi dgriffiths1303, 

Can you follow the instructions below to do a traceroute as we didn't get all the information we needed from your previous post?

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.

Thanks, 

Kay

[dgriffiths1303]

I have done what you said, it doesn't seem to be stopping tho, its up to no. 44 with 3 asteriks beside it, let me know if you need me to do this again and let it run till it stops on its own but below is what seems to be of importance

Traceroute has started…

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  skyrouter.home (192.168.0.1)  0.699 ms  0.508 ms  0.369 ms

 2  * * *

 3  ip-84-38-37-34.easynet.co.uk (84.38.37.34)  20.081 ms  17.319 ms  24.092 ms

 4  ae99.edge3.london2.level3.net (212.187.201.57)  19.549 ms  19.138 ms  19.029 ms

 5  ae-0-11.edge4.london2.level3.net (4.69.200.126)  18.559 ms  19.300 ms  18.179 ms

 6  ae-3-3.ebr1.london15.level3.net (4.69.141.189)  19.342 ms  19.390 ms  19.043 ms

 7  ae-42-42.ebr1.london1.level3.net (4.69.167.22)  18.992 ms  18.015 ms  18.627 ms

 8  ae-59-114.csw1.london1.level3.net (4.69.153.126)  25.284 ms  21.487 ms  24.672 ms

 9  ae-119-3505.edge4.london1.level3.net (4.69.166.1)  18.874 ms  18.645 ms  19.148 ms

10  195.50.122.66 (195.50.122.66)  38.392 ms  38.344 ms  36.410 ms

11  85.205.116.14 (85.205.116.14)  34.539 ms  35.059 ms  35.603 ms

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

[DaveCD]

Hi dgriffiths1303

It seems to have reached our servers although step 2 is ominous as it appears there is a fault early on in the journey.

Please can you ensure these ports are open on your router, if your unsure how to do this, see here.

Ports to be opened for forwarding

• 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.

Please also let me know what lights you see.

DaveCD