Sure Signal 1 - firmware update push needed?

[bernardw]

I have a Sure Signal 1 which (like several others it seems) is showing all the right lights, but is not offering any signal to the phones registered with it.  I've tried the 'factory reset', but nothing has changed.

Others seem to have found that a manual firmware update push is needed, so can someone please arrange one for me too? (The VSS and router are left on 24x7n already.)

Serial #: 21197070945

Nothing on my broadband/router has changed from when it was all working a couple of days ago, but just in case here's the diagnostics:

Connection IP address - 80.229.150.193

Speedtest results - ping = 47ms, download = 6.15Mbps, upload = 0.34Mbps

Trace route output:

C:\>tracert 212.183.133.177

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

1    5 ms    5 ms    4 ms   194.10.28.1
2   39 ms  45 ms  49 ms   lo0-central10.pcl-ag02.plus.net [195.166.128.183]
3   40 ms  39 ms  38 ms   link-a-central10.pcl-gw01.plus.net [212.159.2.164]
4   42 ms  38 ms  40 ms   xe-10-1-0.pcl-cr01.plus.net [212.159.0.196]
5   38 ms  39 ms  38 ms   xe-11-2-0.edge3.London2.Level3.net [212.187.201.213]
6   58 ms  47 ms  47 ms   ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]
7  122 ms  75 ms  46 ms   ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]
8    46 ms  45 ms  45 ms   ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]
9    54 ms  55 ms  59 ms   CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.42]
10  52 ms  49 ms  48 ms   195.2.9.193
11     *         *         *          Request timed out.
...
30     *         *         *          Request timed out.

Trace complete.

Thanks in advance!

[Adharc]

Hi Laura

Sorry for the delay in responding

My speed test: http://www.speedtest.net/my-result/4100311560

My ping test: http://www.pingtest.net/result/115971847.png

My IP address: 217.43.103.185

Traceroute: 

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Adam>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Adam>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 2 ms 4 ms BThomehub.home [192.168.1.254]
2 66 ms 63 ms 54 ms 217.47.187.58
3 266 ms 100 ms 48 ms 217.47.187.161
4 67 ms 66 ms 60 ms 213.1.69.74
5 57 ms 87 ms 111 ms 31.55.165.145
6 55 ms 69 ms 58 ms 31.55.165.107
7 55 ms 55 ms 74 ms acc1-10GigE-4-2-3.mr.21cn-ipp.bt.net [109.159.25
0.118]
8 64 ms 63 ms 68 ms core2-te0-4-0-0.ilford.ukcore.bt.net [109.159.25
0.3]
9 77 ms 63 ms 91 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
10 61 ms 66 ms * lndgw2.arcor-ip.net [195.66.224.124]
11 68 ms 60 ms 66 ms 85.205.0.93
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\Adam>

Serial no.: 21818942407

Thanks Laura, I look forward to hearing from you.

Adam

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Adam>212.183.133.177
'212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Adam>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 2 ms 4 ms BThomehub.home [192.168.1.254]
2 66 ms 63 ms 54 ms 217.47.187.58
3 266 ms 100 ms 48 ms 217.47.187.161
4 67 ms 66 ms 60 ms 213.1.69.74
5 57 ms 87 ms 111 ms 31.55.165.145
6 55 ms 69 ms 58 ms 31.55.165.107
7 55 ms 55 ms 74 ms acc1-10GigE-4-2-3.mr.21cn-ipp.bt.net [109.159.25
0.118]
8 64 ms 63 ms 68 ms core2-te0-4-0-0.ilford.ukcore.bt.net [109.159.25
0.3]
9 77 ms 63 ms 91 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.2
54.134]
10 61 ms 66 ms * lndgw2.arcor-ip.net [195.66.224.124]
11 68 ms 60 ms 66 ms 85.205.0.93
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\Adam>

[melody9999]

Switched off my Sure Signal 1 when going on holiday recently. Now is showing all the right lights, but is not offering any signal to the phones registered with it.  I've also tried the 'factory reset', but nothing has changed. Do I need this firmware update perhaps? Serial 21222422335.

[DaveCD]

@melody9999 

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.

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.

@Adharc 

Your Internet speeds are right on the cusp of not being suitable to support the Sure Signal and you'll need to speak with your ISP to see if these can be improved.

You can see from the traceroute the hop 3 is taking a long time and will actually fail at this point.

DaveCD

DaveCD

[Adharc]

http://www.speedtest.net/my-result/4153061789

DaveCD,

Can you advise what speed I'd need to operate SureSignal v1?

And also what speed I'd need if I wanted to upgrade to v3?

Regards

Adharc.

[Jenny]

Hi @Adharc

You can find info on the required speeds, on our Sure Signal support page.

Thanks,

Jenny

[Adharc]

So can anyone advise what the problem might be?

I seem to have adequate speed (given the SSv1 requires 1 Mbps) but it still doesn't seem to be working.

At the moment, when I turn it on lights one, two and four come in sequence, but light four never becomes solid before starting the flashing sequence again.

Regards

Adharc

[Retired-Rodney]

Hi @Adharc,

Please contact your ISP and ensure all the following ports are open;

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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

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.

Thanks,

Rodney

[steveo67]

Hi

I wonder if you could flush the firmware update to my SS1.  as I am having a few problems the last few days. (serial#: 21230695880)

All the lights were correct but since I have no 3G signal I have done the reset proceedure , just waiting for it to re connect back.

Also can I ask what happened to my wifes number on the my account page ... it was missing from the list of numbers in the alloed list.   I havent removed it, infact its September/October when we fell out about something else that I last looked and it was there then and it has been working fine till the last few weeks.  I have re added in her mobile number to the list but can I ask  what happened with the number ?

Thanks,

Steve

[steveo67]

Hi,

My SS1 now has perfect connection to my Samsung Galaxy S5 so I know the SS1 is working fine but my wifes iPhone 6 has little of no service (it toggles between 1 bar and no service)

Please can you resolve ASAP and also advise on the previous question about how my wifes number went missing form the list of users ?

Thanks

Steve

[Retired-Sarah]

Hi @steveo67 

We’ve sent a software update to your Sure Signal, please allow this to update.

After four hours, please restart your phones that are connection to the Sure Signal.

Our Live help team can securely look into the account in regards to number coming off the list of users.

Thanks,

Sarah