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!

[Sukhi]

Hi @steveo67 

That's great thanks for the update :).

@dougdoug22 Your Sure Signal has not connected to our servers since last year. 

@jhopkins Have you tried a different Ethernet cable?

@Fenboy You can do this by clicking on topic options from the top of the page.

Thanks,

Sukhi

[jhopkins]

Sukhi,

I have tried  different  cable, different power source, rebooted   router , re-booted suresignal, spoken to helpline and  spoken to my ISP. The only thing I haven't  done is opening ports  which  is  well beyond  my technical skills....not  even sure what a port is !!

[Retired-Matt_B]

Hi @jhopkins,

If you have a quick search online, there's plenty of technical advice for setting up ports on your specific router.

We wouldn't be able to support you further until you've done this.

Thanks,

Matt

[chris1987]

Hi,

I am having the same issue and think I need the firmware update, I have a phone now on contract, have tried deleting and re-adding to sure signal, the text was recieved to say the number was registered but no signal..

my sure signal serial number:40111601320

Thanks

Chris

[Retired-Sarah]

Hi @chris1987 

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,

Sarah

[chris1987]

Hi,

Speedtest.net result: ping - 24ms, d/l spd 2.27mbps, u/d spd 0.93mbps

Pingtest result: ping - 10ms, jitter - 1ms

External IP: 86.178.51.195

Traceroute output:

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

  1    <1 ms    <1 ms    <1 ms  api.home [192.168.1.254]
  2     7 ms     7 ms     7 ms  217.32.145.128
  3     6 ms     7 ms     6 ms  217.32.145.158
  4     8 ms     7 ms     8 ms  213.120.176.10
  5     7 ms     8 ms     7 ms  217.41.168.189
  6     8 ms     8 ms     8 ms  217.41.168.107
  7     8 ms     7 ms     8 ms  acc1-10GigE-0-2-0-6.l-far.21cn-ipp.bt.net [109.1
59.249.101]
  8     9 ms     7 ms     9 ms  core4-te0-0-0-26.faraday.ukcore.bt.net [109.159.
249.57]
  9    18 ms     8 ms     7 ms  62.6.201.237
 10    11 ms    10 ms    10 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    10 ms     9 ms     9 ms  85.205.0.86
 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.

Sure Signal Serial Number: 40111601320

Thanks!

[jhopkins]

Chris 1987....don't  waste your time..they get all of us  posting all this  data  then you never hear from them again. In my case  they suggested  replacing  the  power lead, the ethernet  cable, rebooting  router and  suresignal,  then they  suggested  I altered  all the settings  in my router..then they told me there was  nothing  they could do. They didn't  stop me having to pay my monthly tariff though !!!

[Retired-Laura]

Hi @chris1987

Please make sure that the IPSEC setting has been selected on the router that you have.

If this still isn’t working, please let us know the light sequence that you can see on the Vodafone Sure Signal.

Thanks,

Laura

[jhopkins]

Laura,   I haven't  seen that one suggested  before....what is an IPSEC setting?

[Amanda]

Hi @jhopkins 

IPSEC allows private networks to work with your internet connection. The Sure Signal is a private network so this needs to ticked.

Hi @chris1987 the Sure Signal is definitely working. We need to make sure that 3G is enabled on the phone that won't connect. You can see how to check this on our support pages. 

Thanks, 

Amanda