Sudden dip in Sure Signal performance.........

[stewartg74]

I notice that 2 months ago that, after having a continued "Full" network service of all five bars of reception, that suddenly the signal indoors has dropped to just a max of 2 bars....

I have tried all reset methods including disconecting power and netword leads, and leaving over night, and tried 2 different phones, and still the same results....

Obviously 2 bars is still enough to make and recieve calls, but in the last few days, I have had periods of "No Service" this is not really ideal, and to understand why suddenly after 2 years of 100% network, I have just 20% at best... without any significant changes to network infrustructure.

Any Ideas.....?

[stewartg74]

Hi Thanks for the reply....

the traceroute result I have is:

Traceroute has started…

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

 1  192.168.1.1 (192.168.1.1)  2.688 ms  1.027 ms  0.935 ms

 2  lo0-central10.ptn-ag03.plus.net (195.166.128.192)  24.807 ms  21.882 ms  34.251 ms

 3  link-b-central10.ptn-gw02.plus.net (212.159.2.138)  21.405 ms  29.393 ms  22.485 ms

 4  xe-5-3-0.ptw-cr02.plus.net (212.159.0.110)  21.979 ms  34.660 ms  26.942 ms

 5  ae2.ptw-cr01.plus.net (195.166.129.4)  35.601 ms  26.983 ms  27.190 ms

 6  lndgw2.arcor-ip.net (195.66.224.124)  29.886 ms  60.154 ms *

 7  85.205.116.14 (85.205.116.14)  22.977 ms  23.891 ms  23.730 ms

 8  * * *

Thanks

Stewart 🙂

[Retired-Dave]

Hi Stewart74,

That all looks fine as well.

I've given the box a fresh resync as that hasn't been done since you re-registered. Can you try this slightly amended reset for me?

• Unplug the Ethernet cable from 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
• Once the lights settle, plug the cable back in.

Can you also try using a dfferent port in the Sure Signal and a different Ethernet cable, just in case there's an issue with one of those?

If those don't help, are you able to try plugging the Sure Signal into any other internet connection, such as a friend's or relative's? If it works there we know the box isn't an issue.

Dave

[stewartg74]

Unfortunately I'm still dropping on and off network, I've done everything asked except for connecting the sure signal to another connection...

Which is for my self not possible...

Sure signal has now:

2 ways of resetting
Disconnected to 12hrs
Switched off for a week
New cable tried
Relocation of unit
De-registered
Re-registered
Synced by Vodafone twice

All internet settings are correct and function fine, all ports are correctly open and called...


And all the sure signal does is flash for a minute or two then go out... There on it does nothing other than shine one red power light...


Though I can't check the sure signal elsewhere, the chances that this would work or solve anything...


Certainly as my internet performs on all levels without fault...

[Retired-Kay]

Hi stewartg74, 

Trying it at a different location will give us a definite answer as to where the issue lies. 

If it's outside of the warranty period (24 months) we'd be unable to repair it unfortunately. If you're still within this time you can see more information on arranging a repair here. 

Thanks, 

Kay

[stewartg74]

Hi thanks for the reply 

As explained its not possible to try this anywhere else, as its not really like going round to a neighbours and asking for a cup of sugar....And I dont know anyone around where I live to do this...

however as a web designer I do use other devices to send and recieve both internally and externally all without issue, and as the apparent fauld has come at a time not significant to any changes, I would be 99.9% sure that the sure signal has past its point of hapiness...

as for the warranty for the product its obviously passed as I recently upgraded taking me past the 24 months - but when I initially signed up with vodafone, I had come out of paying for 2 years with 02, wherby I managed a maximum of 15 calls made or recived at home in that 2 year duration... and complain as I did, I had to endure this for 2 years.... so when looking for a new network it was when chatting with Vodafone - they were confident this would not be a problem, and it has not been until recently... so confident was Vodafone that they gave me the sure signal...

due to this apparent failure this has now got to a point where I'm again at a struggle to make or recieve calls... with the call connection dropping...

how would I preceed with this - I did see on Vodafone shop its £100 for a new Sure Signal, which I would not be happy to pay just to be able to make calls.... which is fundermentally the whole reason of a mobile phone...

thanks

Stewart }:-)

[Retired-James]

Hi stewartg74,

If it is faulty and now over it’s warranty there isn’t much that we can do.

Unfortunately we can’t supply the new Sure Signal free of charge as we already make a loss on every unit that we sell.

James

[stewartg74]

That's interesting, as Vodafone gave me this one for FREE....

And of course if I don't have network coverage as is the case 80% of the time I'm at home then Vodafone is not able to provide the service I pay for...

A matter that would have to be looked into... Certainly given I'm a registered business user...

The sure signal actually hides the fact Vodafone is unable to provide network for me under normal circumstances - and without that sure signal I would not have signed up for an upgrade...

[Sukhi]

Hi stewartg74

As you're a business customer I would recommend contacting your Account Manager on 191 regarding for further assistance.

Thanks

Sukhi

[stewartg74 · Accepted solution]

After a chat with Customer services - My Sure Signal now fully functions once more.... 🙂

For anyone who has viewed or is viewing this thread this is the information I was given that worked...

The router needs to have these ports open for incoming Outgoing traffic

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

Download Speed should be not less than 4.58 mb second. Upload Speed Should be not less than 1.5mb Second. Ping Should be less than 150 Kindly assign an IP for the VSS. You need to make sure that you ISP works on PPPoA protocol not PPPoE , because the VSS is not designed to work with PPPoE

This last part about PPPoE and PPPoA - found in the instance of my ISP PPPoA is used for broadband, and PPPoE is used for fibre based broadband... - this though said not to work does and has for 2 years....

I hope this helps someone - I cant shed anymore light on this... but for me its all sorted 🙂

[Retired-Dave]

Hi stewartg74,

Great to see it's been sorted and thanks for posting what worked for you!

We don't specifically support PPPoE on Sure Signal but we've seen many reports like this saying it works. 

Dave