SS1 working, but SS3 doesn't connect

[bernardw]

I've had a SureSignal 1 that has worked well for the past few years.  However, since my house is an 'L' shape I can only get reception in one end, so I've bought a new SureSignal 3.  That was a week and a half ago and it still hasn't finished 'connecting' - i.e. the red power light is on solid and the intrenet light is slowly flashing white.  It has been on and connected to my network just about constantly since 2nd November (writing this on the 13th).

I've read various messages here, opened up port forwarding on my router (not BT), tried a few power cycles and press-and-holding the reset button (which doesn't appear to do anything at all until I release it, no matter how long it's held pressed...).  I've moved nework connection, atached things "through" the device to check net connectivity (no problems), changed cables, etc.  The longest I've left it just trying to connect is just over a week solid (I was away, not uninterested in getting it to work...).  Surely it should have connected in that time?

So here's the troubleshooting information:

Serial number: 40133481453

IP address: 80.229.150.193

Speed test results:

Ping - 37ms

Download speed - 6.70 Mbps

Upload speed - 0.36 Mbps

Pingtest results:

Packet loss - 0%

Ping - 41ms

Jitter - 2ms

Traceroute output:

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

over a maximum of 30 hops:

1 7 ms 5 ms 6 ms 194.10.28.1
2 40 ms 40 ms 76 ms lo0-central10.pcl-ag08.plus.net [195.166.128.189]
3 41 ms 40 ms 40 ms link-a-central10.pcl-gw01.plus.net [212.159.2.188]
4 39 ms 40 ms 43 ms xe-9-1-0.pcl-cr01.plus.net [212.159.0.220]
5 39 ms 41 ms 39 ms ae1.ptw-cr01.plus.net [195.166.129.0]
6 44 ms 43 ms 43 ms lndgw2.arcor-ip.net [195.66.224.124]
7 42 ms 40 ms 40 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.

Is there anywhere/way I can check whether the SureSignal has successfully connected/registered at any point?  Is there *any* self-service diagnosis possible?  Is there something that can be done to get my new SureSignal 3 to work?

[Retired-James]

Hi bernardw,

I’ve checked the registration and it’s still not connected to the server.

If you’re using both Sure Signals on the same internet connection, you’ll need at least 0.3Mbps upload for each.

As your currently only running 0.36Mbps, this may be stopping the configuration form going through.

If you switch off the first Sure Signal, does this then connect?

If it does, you’ll need to speak with your internet provider about increasing your upload speed to accommodate both Sure Signals.

James

[bernardw]

OK, so I powered down and removed my SS1 from the network.  No mobile coverage at all indoors for a day - great...

I've moved the SS3 into my DMZ and can see from my router logs that external IP addresses have been making (or trying to make) direct connections to the SS3 - probably not helpful for it, but at least it's not got any ports blocked at all.

I pressed the reset button for ages (no change), removed it from the power, waited about 10 secs with the button still pressed, plugged it back in still pressing the button (normal start sequence of red power light followed by slow flashing white internet light), released the reset button (all lights off), left it 10 seconds or so (still no lights), and then pressed and released the reset button (normal start sequence again).

That was early evening yesterday, so here I am about 14-15 hours later and the red light is on with the internet light slowly flashing white.  This box is heading for a return for a refund...

My frustrations are not solely that it's not working yet - they are primarily:

- I cannot find out for myself how far into the connect/handshake/update(?)/validate sequence it has reached.  There appear to be NO user diagnostics available

- I cannot do anything myself apart from power-cycle, press a reset button that appears to do just about nothing

- Unplug and plug in new cables, or move it around from power socket to power socket (?!)

I would take an educated guess that the majority of purchasors either are, or know someone who's technically savvy, but this product doesn't seem to take that into account and it leads to unnecessary frustration. I work for one of Vodafone's largest IT suppliers, and I'm disappointed that even with all of our technology that you use (like this portal) the idea of self-service when it comes to Sure Signal is not catered for with any true meaning.  I know you guys are busy, but you don't make it any easier for yourselves...

BTW, when I power up the SS3 with no ethernet cable attached, I get the red flashing and two solid orange (in service & in use) lights that aren't a surprise.  So it appears that the SS3 is trying to do SOMETHING, it's just that I can't tell what...

[bernardw]

So another 30 hours of the Internet light flashing as though it's 'connecting'.  Meanwhile, no mobile coverage since the SS1 is not connected in an attempt to get the SS3 working.

Why, when a V1 product works out of the box and does so for years, are changes made to a later version that means that it won't even connect in the same environment?

After reading yet more messages that say 'keep the reset buttin pressed until all the lights go off', I tried this again with mine.  No matter how long I keep the button pressed, the red light stays on, the internet light slowly flashes white.

Anyway, after seeing just how many attacks were being made at the SS3 wne in the DMZ, I've moved if back to safety while keeping port forwarding on the required ports open (SS1 didn't seem to need any of this...) and restarted it.

Forlorn hope/last chance.

[Retired-Dave]

Hi bernardw,

It sounds like you may be mixing up the reset instructions for the SS1 and SS3. You don't need to cut the power on a reset for the version 3 box.

I've given it a resync as well, so can you try following these directions instead?

• Disconnect 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.
• Release the button.
• Plug the Ethernet cable back in.
• The Sure Signal will come online in around 1 hour.

We've seen some people saying the lights go off when pressing, others say they go off when you release it. 30 seconds should be enough either way.

The only major change with the version 3 box - apart from having a built-in plug - is that it can handle more calls. This does increase the speeds needed slightly, but you should still be OK.

Dave

[bernardw]

OK, did a reset per instructions yesterday at 1:30pm.  Today at nearly 10:30am it's still 'connecting' - solid red light and flashing internet light.  21 hours really ought to see it connect.

It's about to be unplugged and put back in its box ready to be returned.  This thing has basically been 'connecting' since 3rd November and has never succeeded, never shown any warning lights that something's wrong (unless I deliberately disconnect the ethernet cable), and I can't find out what it's doing.

This is not fit for purpose in my eyes.

[bernardw]

It's a shame, because essentially it means I and my wife will be able to make fewer mobile calls from home.  Which means less money for Vodafone.

The fact that I've paid £100 and spend too much of my life trying to increase Vodafone's revenue (albeit without success) when I seem to be able to get no more advice than "reset/restart the device and try again" rankles a bit...

[Ben_H]

Hi bernardw,

I'm sorry to see you're returning your device. With bespoke internet setup such as yours there are sometimes extra things that need to be enabled such as port forwarding etc. 

Should you ever need future support with another Sure Signal device or if you change your mind, feel free to let us know. 

Cheers, Ben

[bernardw]

Thanks Ben,

I had set up port forwarding and even placed the SS3 into my DMZ, so anything internet-side could access it (and I could see the connection attempts mounting up...).

SureSignal is a nice idea (my SS1 is now back on so I have mobile coverage indoors once more) - it's just that it appears to be a little too 'black box' (or rather, white) and it would be good to be able to find out more about how far it was getting to try to resolve any sensitivities it may have - odd things like was it using appropriate DNS servers, is the bandwidth here actually high enough, etc.

On that last point, I live in a very rural location.  That's why I went for SureSignal, because out here mobile reception is very poor - Vodafone's own coverage checker for where I live gives a service level of 'outdoors only'.  Another significant attribute of rural locatrions is the absence of fibre/cable, and hence very limited ADSL upload speeds.  I'm on the highest my exchange and infrastructure will allow and I'm apparently bumping at the lower limit of what will work for SureSignal.

So you have a product that would be ideal for rural locations, but then it's made so that it might not work in rural locations.  Something's got overlooked in the design there...

So my feedback would be:

1. Don't 'update' it in a way that makes it unsuitable for a key audience segment

2. If there are critical resource requirements (like upload speed), put something on the packaging and inform your sales staff

3. Add some more diagnostic and customer self-service facilities - it would increase the success rate of use (jusdging by the traffic on this forum over the last 3 weeks I've been looking...) and would significantly enhance customer satisfaction

I know you guys manning the forum have a tough job and you've tried your best here - the issues I've faced are not of your making.  I have no issue with that and you've treated me the best you can.

However, the product could do with some key enhancements/revisions to improve it significantly.

If SureSignal 4 appears and is less sensitive and more communicative/informative (because my mobile and broadband coverage are unlikely to improve any time soon), then I might reconsider.  But I'll check here first to see what the feedback is first.  Unless you want a beta tester with perhaps a slightly awkward environment...

[Retired-Andy]

Hi bernardw,

Thanks for your feedback.

We will always improve and develop the products we offer, including Sure Signal.

The latest version does need a higher broadband speed than versions 1 and 2.

Our Sure Signal website page does advise that for version 3, it needs a connection with a minimum speed of 4.13Mbps.

If you have other devices such as laptops or games consoles using your connection, they may take the available upload speed below that that the device needs to maintain a stable connection to our servers.

To see if your connection speed may be part of the issue, try the version 3 at a different location such as a friend or neighbour where they have greater download/upload speeds.

Let me know how you go on.

Thanks,

Andrew